UNIT-1 ROLE OF COMMUNICATION IN BUSINESS

Introduction:

communication is the purposeful activity of information exchange between two or more participants in order to convey or receive the intended meanings through a shared system.

According to W.H.Newman and C.F.Summer “communication is an exchange of facts ,ideas, opinions ,or emotions by two or more persons.”

According to McFarland” Communication is the process of meaningful interaction among human beings. It is a process by which, meanings are perceived and understandings are reached among human beings.”

According to Peter Little” Communication is the process by which information is transmitted between individuals and organizations so that an understanding response results”

There are 7Cs of effective communication:

They are

(1) Clear (2) Concise (3) Concrete (4) Correct (5) Coherent (6) Complete (7) Courteous.

Clear: when communicating with someone, be clear about your message or

goal. Concise: when you are concise in your communication, you stick to the point

and keep it brief. Concrete: when your message is concrete, then your audience has a clear

picture of what you are telling them. There are details and vivid facts. Correct: correctness in communication implies that there are no grammatical

errors in communication. The content of the communication should be exact and well timed.

Coherent: when your communication is coherent, it is logical. All points are connected and relevant to the main topic, and the tone, flow of the text is consistent.

Complete: In a complete message, the audience has everything they need to be informed and if applicable, take action.

Courteous: Courteous communication is friendly, open and honest .There are no hidden insults or passive –aggressive tones.

Importance of communication:

Effective Communication is significant for managers in the organizations so as to perform the basic functions of management, i.e., Planning, Organizing, Leading and Controlling.

Communication helps managers to perform their jobs and responsibilities. Communication serves as a foundation for planning. All the essential information must be communicated to the managers who in-turn must communicate the plans so as to implement them. Organizing also requires effective communication with others about their job task. Similarly leaders as managers must communicate effectively with their subordinates so as to achieve the team goals. Controlling is not possible without written and oral communication.

Managers devote a great part of their time in communication. They generally devote approximately 6 hours per day in communicating. They spend great time on face to face or telephonic communication with their superiors, subordinates, colleagues, customers or suppliers. Managers also use Written Communication in form of letters, reports or memos wherever oral communication is not feasible.

Thus, we can say that “effective communication is a building block of successful organizations”. In other words, communication acts as organizational blood.

The importance of communication in an organization can be summarized as follows:

1. Communication promotes motivation by informing and clarifying the employees about the task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark.

2. Communication is a source of information to the organizational members for decision-making process as it helps identifying and assessing alternative course of actions.

3. Communication also plays a crucial role in altering individual’s attitudes, i.e., a well informed individual will have better attitude than a less-informed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in moulding employee’s attitudes.

4. Communication also helps in socializing. In today’s life the only presence of another individual fosters communication. It is also said that one cannot survive without communication.

5. As discussed earlier, communication also assists in controlling process. It helps controlling organizational member’s behaviour in various ways. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. They must comply with organizational policies, perform their job role efficiently and communicate any work problem and grievance to their superiors. Thus, communication helps in controlling function of management.

An effective and efficient communication system requires managerial proficiency in delivering and receiving messages. A manager must discover various barriers to communication, analyze the reasons for their occurrence and take preventive steps to avoid those barriers. Thus, the primary responsibility of a manager is to develop and maintain an effective communication system in the organization.

1.1 The process of Human Communication:

Communication may be defined as a process concerning exchange of facts or ideas between persons holding different positions in an organisation to achieve mutual harmony. The communication process is dynamic in nature rather than a static phenomenon.

Communication is a process, and if the process breaks down, communication will fail. Communication is the process of conveying information between two or more people. The communication process is the steps we take in order to achieve a successful communication.

Seven major elements of communication process are: (1) sender (2) ideas (3) encoding (4) communication channel (5) receiver (6) decoding and (7) feedback.

(1) Sender: The person who intends to convey the message with the intention of passing information and ideas to others is known as sender or communicator.

(2) Ideas: This is the subject matter of the communication. This may be an opinion, attitude, feelings, views, orders, or suggestions.

(3) Encoding: Since the subject matter of communication is theoretical and intangible, its further passing requires use of certain symbols such as words, actions or pictures etc. Conversion of subject matter into these symbols is the process of encoding.

(4) Communication Channel: The person who is interested in communicating has to choose the channel for sending the required information, ideas etc. This information is transmitted to the receiver through certain channels which may be either formal or informal.

(5) Receiver: Receiver is the person who receives the message or for whom the message is meant for. It is the receiver who tries to understand the message in the best possible manner in achieving the desired objectives.

(6) Decoding: The person who receives the message or symbol from the communicator tries to convert the same in such a way so that he may extract its meaning to his complete understanding.

(7) Feedback: Feedback is the process of ensuring that the receiver has received the message and understood in the same sense as sender meant it.

Let’s put all these components together to build a model of the communication process:

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(2) Business Innovation: If your company is planning new products or services, communication can play a pivotal role in how good your product is, how fast you bring it to market and how well your sales force performs. New product development is often accomplished in small teams working together. If these small teams are communicating with each other in an open and honest fashion, innovation has a greater chance of success. New product development communication needs to be concise and accurately worded and generally the communication needs to be archived for future reference. If your company is developing a complicated automotive product, plans, policies, strategies and email memos need to be available to all teammates as well as meeting recaps and minutes.

(3) Shaping Company Morale: If your company is faced with a business downturn, the CEO can do much to bolster employee morale. This is an example of "one-to-many" communication where the CEO talks to employees in a company-wide meeting. Whether the CEO is an extrovert or an introvert, a natural communicator or one who does not relish the role, his style is less important than substance. If he is honest and open about the firm's prospects and what actions are under consideration to alleviate the situation, employees will most likely respond positively.

(4) Sales And Marketing: A salesperson calling on individual accounts must typically master the art of one-to-one communications. In this situation a salesperson must be able to communicate product benefits, price, payment terms and other aspects of the sale in a clear and unambiguous way. If a prospect is on the fence as to whether he will buy, the salesperson must be adept at reading body language and overcoming objections. Company marketing materials are representative of the one-to-many communications type. They come from the company and are directed to a large audience of past, current and potential customers. Sales and marketing communications have a role in shaping the company's image. These communications are often the frontline messages people will recall about an organization.

(5) Communications Audit: To better understand if the role communication plays in your company needs improvement, undertake a communications audit. Typically this is accomplished via a short questionnaire where everyone in the company is asked to respond honestly. Questions about how well employees perceive internal communications as well as how they see company communications with outside customers, suppliers and other stakeholders are included. Results are analyzed and communicated with employees in an effort to improve the role communications plays in the company.

Success of communication is the success of business:

Business communication may make relations or break relations. It can solve the problems of the organization and it can create problems if the executives are not perfect in communication with employees, suppliers and customers.

Business communication can lead to industrial unrest and at the same time can bring industrial peace. In a nutshell, following points further justify the need or significance of communication.

Basis of planning

Basis of decision making

Create coordination and cooperation

Establishment of effective leadership

Development of human relations

Build image

Helps in achieving peace and effective control

It leads to high morale and motivation

Communication is helpful in delegation of authority

What Are the Benefits of Effective Communication in the Workplace

Effective verbal and nonverbal communication skills are valuable in the workplace. Some companies spend a lot of money to train their employees on how to effectively communicate. Good communication skills go beyond conversations, but employees must know how to communicate well in written reports and emails. Understanding the benefits of effective communication helps companies place a focus on developing a workforce that is able to communicate within the firm and with customers, vendors and international business partners.

Helps with Diversity Effective workplace communication is important in companies with workplace diversity. Good communication skills help to reduce the barriers erected because of language and cultural differences. Companies that provide communication training to domestic and international employees reap the benefits of effective workplace communication. Companies can avoid cultural confusion and miscommunication by training international employers early in their careers and on a

regular basis. Effective communication causes productivity to increase, errors to decrease and operations to run smoother.

Global Business With global business transactions continually increasing, the need for effective communication to meet global demands is also increasing. Managers and employees must know how to effectively communicate with the company's international counterparts. The difference in cultures requires managers to understand terms commonly used in America that another culture finds offensive. Companies that prepare workers to excel with verbal and nonverbal communications skills find it easier to enter into global marketplaces than companies that do not prepare its employees. Effective communication is important for businesses looking to expand beyond its domestic borders.

Team Building Effective communication in the workplace helps employees and managers form highly efficient teams. Employees are able to trust each other and management. Effective communication reduces unnecessary competition within departments and helps employees work together harmoniously. The result of a team that works together is high productivity, integrity and responsibility. Employees know their roles on the team and know they are valued. Managers are able to correct employees' mistakes without creating a hostile work environment. A manager who openly communicates with his subordinates can foster positive relationships that benefit the company as a whole.

Employee Morale An improvement in employee morale can result from effective communication. Although pay is a concern for many workers, it is not their only concern. Employees appreciate good communication coming from management. It produces a healthy work environment. When employees are satisfied with their jobs, they are able to efficiently perform their duties with a positive attitude. Failing to communicate effectively in a workplace leads to frustration and confusion among employees. However, managers can alleviate such problems by keeping the lines of communication open.

1.3 Objectives of Communication

1. To develop information and understanding among all workers.

2. To foster an attitude which is necessary for motivation, cooperation and job satisfaction?

3. To discourage misinformation, ambiguity and rumors.

4. To prepare workers for a change in methods or environment by giving them the necessary information in advance.

5. To encourage subordinates to supply ideas and suggestions for improving upon the product or work environment, and taking these suggestions seriously.

6. To improve labour-management relations by keeping die communication channels open.

7. To encourage social relations among workers by encouraging inter communication.

1.4 OBJECTIVES OF BUSINESS COMMUNICATION:

Communication is the lifeblood of an organization. It is the vehicle that ensures proper

performance of organizational functions and achievement of organizational goals. As a

separate field of study, business communication has the following objectives:

1. To exchange information: The main objective of business communication is to

exchange information with the internal and external parties. Internal communication

occurs within the organization through orders, instructions, suggestions, opinions etc.

2. To develop plans: Plan is the blueprint of future courses of actions. The plan must be

formulated for attaining organizational goals. In order to develop a plan, management

requires information. In this regard, the objective of communication is to supply

required information to the concerned managers.

3. To implement the plan: Once a plan is prepared, it is to be implemented.

Implementation of a plan requires timely communication with the concerned parties.

Thus, communication aims at transmitting a plan throughout the organization for its

successful implementation.

4. To facilitate policy formulation: Policies are guidelines for performing organizational

activities. Policies are also termed as standing decisions to recurring problems. Every

organization needs to develop a set of policies to guide its operation. Preparing policies

also require information from various sources. Therefore, the objective of

communication is to collect necessary information for policy formulation.

5. To achieve organizational goal: Collective efforts of both managers and workers are

essential for achieving organizational goals. Communication coordinates and

synchronizes the efforts of employees at various levels to achieve the stated goals of the

organization.

6. To organize resources: Various kinds of resources are available in organization such as

human resources, material resources, financial resources and so on. In organizing these

resources in an effective and efficient way is a key challenge to the managers.

Communication is the vehicle to overcome this challenge.

7. To coordinate: Coordination is a basic management function. It involves linking the

various functional departments of large organizations. Without proper and timely

coordination, achievement of organizational goals is impossible. Therefore, the

objective of communication is to coordinate the functions of various departments for the

easy attainment of organizational goals.

8. To direct the subordinates: The job of a manager is to get the things done by others. In

order to get the things done, management needs to lead, direct and control the

employees. The performance of these managerial functions depends on effective

communication with subordinates.

9. To motivate employees: A pre-requisite of employee motivation is the satisfaction of

their financial and non-financial needs. Financial needs are fulfilled thorough monetary

returns. However, in order to satisfy non-financial needs, management must

communicate with employees on a regular basis both formally and informally.

10. To create consciousness: Employees of an organization must be conscious regarding

their duties and responsibilities. Communication supplies necessary information and

makes them conscious about their duties and responsibilities.

11. To increase efficiency: In order to increase employee efficiency, they should be

provided with necessary information and guidelines. Communication supplies such

information and guidelines for them.

12. To bring dynamism: Organizations should be dynamic to cope with the internal and

external changes. Bringing dynamism requires finding new and better ways of doing

things. For this purpose, communication helps to seek new ideas and suggestions from

the internal and external parties.

13. To improve labour-management relationships: Harmonious relationship between

workers and management is a prerequisite for organizational success. In this regard,

the objective of communication is to ensure the free and fair flow of information and

to create good understanding between them.

14. To increase job satisfactions: Communication enhances job satisfaction level of

employees. It creates a friendly environment where employees can express themselves.

As a result, they become more satisfied with their job.

15. To convey employee reaction: Communication conveys employees’ reactions,

opinions, suggestions and complaints to their superiors about the plans, policies,

programs and strategies of the company.

16. To orient employee: Communication orients the new employees with the company’s

policies, rules, regulations, procedures etc.

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People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent. Choice of communication channel and your style of communicating also affect communication. So, there are varieties of types of communication.

Types of communication based on the communication channels used are:

1. Verbal Communication 2. Nonverbal Communication

1. Verbal Communication

Verbal communication refers to the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing. Objective of every communication is to have people understand what we are trying to convey. In verbal communication remember the acronym KISS (keep it short and simple).

Verbal communication consists of speaking, listening, writing, reading and thinking.

Verbal Communication is further divided into:

Oral Communication Written Communication

Oral Communication

In oral communication, Spoken words are used. It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet. In oral communication, communication is influence by pitch, volume, speed and clarity of speaking.

Advantages of Oral communication are: It brings quick feedback. In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust what’s being said or not.

Disadvantage of oral communication In face-to-face discussion, user is unable to deeply think about what he is delivering, so this can be counted as a

Written Communication

In written communication, written signs or symbols are used to communicate. A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc. Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used.

Written Communication is most common form of communication being used in business. So, it is considered core among business skills.

Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written communication used for internal communication. For communicating with external environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are used.

Advantages of written communication includes:

Messages can be edited and revised many time before it is actually sent. Written communication provide record for every message sent and can be saved for later study. A written message enables receiver to fully understand it and send appropriate feedback.

Disadvantages of written communication includes: Unlike oral communication, Written communication doesn’t bring instant feedback. It take more time in composing a written message as compared to word-of-mouth. and number of people struggles for writing ability.

2. Nonverbal Communication

Nonverbal communication is the sending or receiving of wordless messages. We can say that communication other than oral and written, such as gesture, body language,posture, tone of voice or facial expressions, is called nonverbal communication.Nonverbal communication is all about the body language of speaker.

Nonverbal communication helps receiver in interpreting the message received. Often, nonverbal signals reflects the situation more accurately than verbal messages.Sometimes nonverbal response contradicts verbal communication and hence affect the effectiveness of message.

Nonverbal communication have the following three elements:

Appearance Speaker: clothing, hairstyle, neatness, use of cosmetics Surrounding: room size, lighting, decorations, furnishings

Body Language facial expressions, gestures, postures

Sounds Voice Tone, Volume, Speech rate

Types of Communication Based on Purpose and Style

Based on style and purpose, there are two main categories of communication and they both bears their own characteristics. Communication types based on style and purpose are:

1. Formal Communication 2. Informal Communication

1. Formal Communication

In formal communication, certain rules, conventions and principles are followed while communicating message. Formal communication occurs in formal and official style. Usually professional settings, corporate meetings, conferences undergoes in formal pattern.

In formal communication, use of slang and foul language is avoided and correct pronunciation is required. Authority lines are needed to be followed in formal communication.

2. Informal Communication

Informal communication is done using channels that are in contrast with formal communication channels. It’s just a casual talk. It is established for societal affiliations of members in an organization and face-to-face discussions. It happens among friends and family. In informal communication use of slang words, foul language is not restricted. Usually. informal communication is done orally and using gestures.

Informal communication, Unlike formal communication, doesn’t follow authority lines. In an organization, it helps in finding out staff grievances as people express more when talking informally. Informal communication helps in building relationships.

1.7 Written communication:

In fact, written communication is the most common form of business communication. It is essential for small business owners and managers to develop effective written communication skills and to encourage the same in all employees

Written communication has great significance in today’s business world. It is an innovative activity of the mind. Effective written communication is essential for preparing worthy promotional materials for business development. Speech came before writing. But writing is more unique and formal than speech. Effective writing involves careful choice of words, their organization in correct order in sentences formation as well as cohesive composition of sentences. Also, writing is more valid and reliable than speech. But while speech is spontaneous, writing causes delay and takes time as feedback is not immediate.

Advantages of Written Communication:

Written communication has the advantage of providing records, references.

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Advantages of Oral Communication

There is high level of understanding and transparency in oral communication as it is interpersonal.

There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken.

The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay.

Oral communication is not only time saving, but it also saves upon money and efforts.

Oral communication is best in case of problem resolution. The conflicts, disputes and many issues/differences can be put to an end by talking them over.

Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among

organizational employees. Oral communication can be best used to transfer private and confidential

information/matter.

Disadvantages/Limitations of Oral Communication

Relying only on oral communication may not be sufficient as business communication is formal and very organized.

Oral communication is less authentic than written communication as they are informal and not as organized as written communication.

Oral communication is time-saving as far as daily interactions are concerned, but in case of meetings, long speeches consume lot of time and are unproductive at times.

Oral communications are not easy to maintain and thus they are unsteady. There may be misunderstandings as the information is not complete and may lack

essentials. It requires attentiveness and great receptivity on part of the receivers/audience. Oral communication (such as speeches) is not frequently used as legal records except

in investigation work.

1.9 EFFECTIVE LISTENING SKILLS:

Listening is a significant part of communication process. Communication cannot take place until and unless a message is heard and retained thoroughly and positively by the receivers/listeners. Listening is a dynamic process. Listening means attentiveness and interest perceptible in the posture as well as expressions. Listening implies decoding (i.e., translating the symbols into meaning) and interpreting the messages correctly in communication process.

Effective Listening Skills

1. Discover your interests’ field. 2. Grasp and understand the matter/content. 3. Remain calm. Do not loose your temper. Anger hampers and inhibits communication.

Angry people jam their minds to the words of others. 4. Be open to accept new ideas and information.

5. Jot down and take a note of important points. 6. Work upon listening. Analyze and evaluate the speech in spare time. 7. Rephrase and summarize the speaker’s ideas. 8. Keep on asking questions. This demonstrates that how well you understand the

speaker’s ideas and also that you are listening. 9. Avoid distractions. 10. “Step into the shoes of others”, i.e., put yourself in the position of the speaker and

observe things from his view point. This will help creating an atmosphere of mutual understanding and improve the exchange of ideas in communication process.

Developing Listening Skills:

Hearing and listening: Hearing is simply the act of perceiving sound by the ear. If you are not hearing-impaired, hearing simply happens. Listening, however, is something you consciously choose to do. Listening requires concentration so that your brain processes meaning from words and sentences. Listening leads to learning.

There are four basic levels of hearing and listening, according to Toast Masters. We can easily fall into one of these categories in different conversations. A non-listener is totally preoccupied with his personal thoughts and though he hears words, he doesn’t listen to what is being said. Passive listeners hear the words but don’t fully absorb or understand them. Listeners pay attention to the speaker, but grasp only some of the intended message. Active listeners are completely focused on the speaker and understand the meaning of the words without distortion.

A good listener understands that communication is a two-way street. He refrains from interrupting a speaker with his own thoughts. Good listening also requires keeping an open mind, refraining from judgment and making direct eye contact. Finally, a good listener will not glance up at the clock or look down at his watch while the other person is speaking.

Hearing Listening

1. A physical ability and not a conscious act (Physiological)

A skill and conscious act (Psychological)

2. Is hearing randomly Is listening intentionally and analysing

3. Everyone who is physically able to hears Not everyone listens

4. Perceiving sound by the ear Making an effort to understand using reception, analysis, and interpretation.

5. Involuntary Voluntary

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6. You just hear sound and noise but do not understand much

You understand what is being said or heard.

7. Does not need focus Needs focus and care

8. Hearing uses only one of the five senses. Listening uses hearing, seeing and sometimes the sense of touch.

9. Receiving sound vibrations Observing behaviour and adding meaning to what the speaker says

10. Passive Active

To conclude, effective listening enhances the communication quality. It makes all attentive. It encourages optimistic attitude, healthy relations and more participation. It leads to better decision- making in an organization. Effective listening is directly related to our ability to do team work. It must be noted that “We listen at about an efficiency rate of 25 percent maximum, and we remember only about 50 percent of what is delivered during a ten minute speech/lecture/communication.”

1.10 VISUAL COMMUNICATION:

Visual communication is the communication of ideas through the visual display of information. Primarily associated with two dimensional images, it includes: art, signs, photography, and typography, drawing fundamentals, colour and electronic resources. Any image that is used to communicate an idea whether it is a sign, poster, graphs, charts, signals, bulletin boards, drawing, photograph, or television advertisement, can be included in the field of visual communication. Examples of Effective Visual Communication in Workplace

An efficient workplace makes use of several different kinds of communication. Verbal and visual communications are just two ways that information and ideas travel from person to person and become integrated into the company's methods and practices. Businesses should strive for the most effective visual communication possible when looking for alternate ways of transferring data into digestible information for employees.

Slide Presentations Staff members normally create slide presentations with computer presentation software to accompany the text of an important company meeting. Slide presentations offer a visual element to meetings that can help employees better understand the subject matter of a meeting and keep minds from wandering. When a sales manager is comparing last year's

sales numbers with this year's, an effective way of making the comparison understandable is to use graphs and charts in a slide presentation.

Memos Many employees produce memos as a form of visual communication electronically or on paper. In either form, the memo serves as a way to transport information back and forth between individuals and groups. Important information such as changes to company policies or procedures, updates on the company's financial status or department-specific messages can be effectively communicated using memos.

Video Videos can be effective as training aids and ways to introduce new products to an entire company. The human resources department can create an introductory training video as part of new employee orientation. Other departments can create training videos specific to their needs. When a company wants to introduce a new product to employees, a video is an efficient way of delivering the new product information to the entire company, allowing the company to see what the product can do and answering questions employees might have.

Displays In some cases, hands-on training is most effective for employee comprehension. When a new employee is being trained on a complicated piece of equipment, it is more effective to show the employee how the equipment works firsthand than giving the employee books or manuals to read. Using product displays can also be an effective way for a company to show staff members the differences between their products and those of the competition.

1.11 AUDIO VISUAL COMMUNICATION:

Audiovisual (AV) means possessing both a sound and a visual component, such as slide-

tape presentations, films, television programs, church services and live theater productions.

Business presentations are also often audiovisual. In a typical presentation, the presenter

provides the audio by speaking, and supplements it with a series of images projected onto a

screen, either from a slide projector, or from a computer connected to a projector

using presentation software.

Audiovisual service providers frequently offer web streaming, video conferencing and live

broadcast services.

Computer-based audiovisual equipment is often used in education, with many schools and

universities installing projection equipment and using interactive whiteboard technology.

Another audiovisual expression is the visual presentation of sound (visual music).

How do audio visual aid helps in business communication:

Audio/video aids in business communication and training help in numerous ways. Each individual understands and retains information differently, which is why professional training organizations use multiple audio and visual tools during presentation sessions. This type of

session is commonly known as a "multimedia presentation," which can include written, visual, auditory and sometimes interactive methods.

Information Retention: Retention of information for three days after a meeting or other event is six times greater when information is presented by visual and oral means than when the information is presented by the spoken word alone." The combination of sight and sound, along with written handouts is a necessary component of information retention, and can be found in most every experienced training organization. Visual Aids And Time Saving Using visual aids can save your business time, especially if the subject contains information that may be too lengthy for written or oral communication. Pie charts, graphs, diagrams, photographs, video shorts and animation can often help explain subject matter quickly, and in a manner that is more easily absorbed by the learner. Time is valuable in every organization, so the importance of timely and effective implementation of training and communication should be a prime consideration. Visual aids can include projectors, flip charts, models, white boards or any combination thereof.

Auditory Aids The type of auditory aid used in your multimedia presentation is most likely based on your budget, but the effectiveness of each type must be considered. Live speakers that are experienced in adult learning concepts and have working knowledge of the subject, offer an interactive experience. If a point or concept is not clear, the trainer is present to answer questions and go into further detail. Live trainers also serve to add personality to the program, and can provide individual attention to persons or groups if needed. Pre-recorded voices used in presentations may seem cost-effective and get the job done, but there is no guarantee that the communication was fully understood.

Handouts Handouts serve to reinforce oral and visual components, and can go into further detail if desired or warranted. Handouts allow participants to follow along with presented information, make notes, formulate questions or refer to key points in the future as a "refresher course." For individuals who learn more effectively by reading than other means, handouts are an important part of business training and communication. Adding short quizzes and "fill in the blank" sections to handouts helps reinforce to material, and engages the participants in the process.

Importance of Engagement Using multiple mediums during presentations can help individuals and groups to interact and become part of the session. Persons who are engaged in the process tend to retain and understand information more effectively, and are less prone to inattentiveness. Participation in games, sessions, team and whole-group activities not only breaks up the monotony, but encourages and reinforces learning, management and team building skills. Employees that are engaged in the process of business training and communication are better equipped to put information to use in real-life business situations.

1.12 Techniques for Improving Nonverbal Communication Skills in the Workplace Nonverbal communication is important in the workplace because it affects the work environment. What you communicate nonverbally can expose how you feel. If your nonverbal communications skills are poor, you may be communicating negativity and making your co workers uncomfortable. To improve your nonverbal skills, you must first identify the areas where you are lacking.

Eye Contact Establish eye contact when speaking to others. When you make direct eye contact, it shows the other party that you’re interested in what he is saying. If you must give a presentation at work, establish eye contact with the audience. It tell them that you are confident in what you are presenting. Making direct eye contact provides others with the comfort needed to communicate with you in return.

Facial Expressions Your facial expressions convey your emotions. Facial expressions are typically universal, which means they convey the same message globally. A frowning person is usually upset. Offer a smile when talking to someone. This tells people that you are happy or in a good mood. It also creates an atmosphere with warmth and friendliness, allowing others to feel comfortable.

Space Pay attention to your proximity to others. Different cultures view proximity in various ways, so take notice if the person you’re communicating with is uncomfortable. This could mean that you are standing too close, and should create some distance between the two of you. The amount of physical space given can convey many emotions. For example, a person who is behaving aggressively is probably standing very close to the other person.

Posture Look at your posture. Slouching shows that you are not interested in what a person is saying. Your body movement is also important. For example, swinging your leg back and forth while sitting in a meeting tells others you are impatient, bored and uninterested. Sit up straight and face others when talking.

Tones and Sounds Your tone of voice and the sounds you make can communicate your thoughts to others without your even speaking. If you receive directions from a manager and immediately grunt, you are showing your manager that you do not agree with what he said. Your tone or sounds can inform people of your anger, frustration or sarcasm. Avoid sighing repetitively or speaking in a high-pitched voice. Speak softly and calmly.

1.13 Silence

Silence is the lack of audible sound or presence of sounds of very low intensity. By analogy, the word silence can also refer to any absence of communication or hearing, including in media other than speech and music. Silence is also used as total communication, in reference

to nonverbal communication and spiritual connection. Silence also refers to no sounds uttered by anybody in a room or area. Silence is an important factor in many cultural spectacles, as in rituals.

Silence – defined here as an absence of speech or noise. Nor is silence, as many believe, a failure to communicate. It can, in fact, be powerful form of communication. It can mean someone is thinking or contemplating a response to a question. It can mean a person is anxious and fearful of speaking. It can signal agreement, dissent, frustration or anger.

In talking their problems out, people may often complain about other colleagues to you. Don’t make the mistake of taking action on it, and definitely don’t make the mistake of spreading the word around. Let them sort out their differences; keep yourself out of the uncomplimentary talk about their colleagues.

Gossip on colleagues especially the boss: Whenever some gossip reaches you about colleagues or your boss, make sure you keep your lips tightly sealed. The minute you leak it out, you will also be rounded up in the process of losing good will.

Sometimes colleagues in moments of weakness or intense emotions may let you in on their dark secrets. Forget you ever heard it. If your mouth is not shut on it, you will create an enemy out of your colleagues though they might have revealed to you earlier their dirty past.

In business communication silence is an often neglected yet powerful tool. Many people make the mistake of thinking they will get noticed, get ahead even, by speaking as much as possible, by offering opinions, sharing (showing off) knowledge or making suggestions.

When we look at developing our own or our colleagues’ communication skills we should consider not only focusing on voice projection, intonation and choice of language but also on how we can incorporate the use of silence into our communication toolkit. Perhaps we need to focus as much on what we don’t as what we do say.

Below are some key situations where using silence can help us to become more effective.

Silence in presentations

When speaking in public it is natural to feel nervous and this can make us speed up our rate of speech and rush through our presentation to reach the end as quickly as possible. Slowing down our pace and introducing pauses, particularly after key messages, can give us greater credibility as a presenter and add impact to what we are saying. You may think that you keep your audience engaged by what you say but the careful use of silence, for example at the beginning of a presentation or before answering a question, can also help you to control the room and give you more gravitas.

Silence as a negotiation tool

When you are involved in a negotiation, silence can be a powerful stalling device. It may encourage the other party to say more than they planned to and will help you to avoid responding too quickly. Using silence can put you in a more powerful position and suggest that you do not need the deal as much as the other side needs it.

Silence improves creativity

If you are doing all the talking in meetings you are probably missing out on other people’s ideas. Consider putting yourself on pause and seeing what happens. Colleagues who normally stay quiet or feel they miss their moment will be more likely to speak out and you may also find that your team becomes more reflective and able to consider a wider range of alternatives.

Silence helps coaching

When coaching your employees or sharing feedback increasing your use of silence shows that you are really listening and attentive to what has been said. Pausing before responding shows that you are reflecting on how best to reply rather than rushing to verbalise what you have been thinking while your team member has been speaking. You will demonstrate that you respect the other person and value what they say.

Silence is essential when working internationally

When working with international colleagues and partners we need to remember that English may well not be their first language and they need additional time to process the messages they receive and to formulate their responses. Don’t be guilty of assuming that international colleagues are passive, disinterested and lacking in ideas and opinions when in fact you have not given them the opportunity to express their views. Cross-cultural communication styles also come into play as some cultures, for example in East Asia, silence is used a sign of respect.

So try to remember that silence can be more powerful than any words and you don’t always need to rush to fill the gaps. While we may find it awkward, silence, when used consciously and effectively, can enhance communication leading to stronger relationships, improved business results and enhanced creativity.

Employee silence refers to situations where employees withhold information that might be useful to the organization of which they are a part, whether intentionally or unintentionally. This can happen if employees do not speak up to a supervisor or manager.

1.14 CROSS CULTURAL COMMUNICATION:

Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behaviour. Culture is learned by listening to advice from other members of a society and observing their behaviours.

Cross-cultural communication is imperative for companies that have a diverse workforce and participate in the global economy. It is important for employees to understand the factors that are part of an effective, diverse workforce.

Cross-cultural communication has become strategically important to companies due to the growth of global business, technology and the Internet. Understanding cross-cultural

communication is important for any company that has a diverse workforce or plans on conducting global business. This type of communication involves an understanding of how people from different cultures speak, communicate and perceive the world around them.

Cross-cultural communication is a necessity for any company that has a diverse workforce or plans on conducting global business. This type of communication provides an understanding of how employees of different cultures speak, communicate and perceive the world around them. Cross-cultural communication in an organization deals with understanding different cultural business customs, beliefs and language connotations.

Language differences, high-context vs. low-context, nonverbal differences and power distance are the major factors that can affect cross culture communication. Companies need to have strategies in place to educate their employees about different organizational global cultures. Diversity workshops, language classes and negotiation strategies for different cultures are all important factors in cross-cultural understanding in an organization.

Cross-cultural communication in an organization deals with understanding different business customs, beliefs and communication strategies. Language differences, high-context vs. low-context cultures and nonverbal differences are major factors that can affect cross-cultural communication.

High- vs. Low-Context Culture

The concept of high- and low-context culture relates to how an employee's thoughts, opinions, feelings and upbringing affect how they act within a given culture. North America and Western Europe are generally considered to have low-context cultures. This means that businesses in these places have direct, individualistic employees who tend to base decisions on facts.

High-context cultures are the opposite in that trust is the most important part of business dealings. There are areas in the Middle East, Asia and Africa that can be considered high context. Organizations that have high-context cultures are collectivist and focus on interpersonal relationships. Individuals from high-context cultures might be interested in getting to know the person they are conducting business with in order to get a gut feeling on decision making. They may also be more concerned about business teams and group success rather than individual achievement.

Nonverbal Differences

Gestures and eye contact are two areas of nonverbal communication that are utilized differently across cultures. Companies must train employees in the correct way to handle nonverbal communication as to not offend other cultures. For example, American workers tend to wave their hand and use a finger to point when giving nonverbal direction. Extreme gesturing is considered rude in some cultures. While pointing may be considered appropriate

in some contexts in the United States, finger to point towards another person gesture is considered rude in Japan.

Eye contact is another form of nonverbal communication. In the U.S., eye contact is a good thing and is seen as a reflection of honesty and straightforwardness. However, in some Asian and Middle Eastern cultures, prolonged eye contact can be seen as rude or aggressive in many situations. Women may need to avoid it altogether because lingering eye contact can be viewed as a sign of sexual interest.

Language Differences

The biggest issue dealing with cross-cultural communication is the difficulty created by language barriers. There are some strategies that can use to help establish a rapport and we can explain without words by using emotions, facial expressions and other nonverbal cues.

Additionally, companies that have to deal with cross-cultural communication can hire employees with proficiency in other languages.

Improving cross cultural communication skills

1. Understand your own culture so that you can recognize its influences on your communication habits.

2. Study other cultures so that you can appreciate cultural variations 3. Study the languages of people with whom you can communicate , even if you can

learn only a few basic words and phrases. 4. Respect cultural preferences for communication style 5. Write clearly, using brief messages, simple language, generous transitions, and

appropriate international conventions. 6. Avoid slang, humour, and references to popular culture. 7. Speak clearly and slowly, giving listeners time to translate your words 8. Ask for feedback to ensure successful communication. 9. Listen carefully and ask speakers to repeat anything you don’t understand. 10. Use interpreters and translators for important messages.

Examples of cross cultural communication:

High and low context cultures:

In a low context culture, messages are explicit; words carry most of the information in communication.

In a high context culture, less information is contained in the verbal part of a message.

In general, high context cultures function with much less legal paperwork and it is essential in low context cultures.

Japan, Saudi Arabia are high context cultures

In china, gunaxi or kuan xie is extremely important. Guanxi is translated as relationship

In high context culture, a person’s work is his or her bond.

Communication and negotiation:

Understanding and speaking the language of a country is an valuable asset to the employee.

The ability to communicate in our own language is as most of us have learned, not an easy task. Whenever languages and culture change, additional communication challenges will present themselves.

For example ”yes” and “no” are used in an entirely different way in Japanese rather than in western languages.

In Japanese the question “don’t you like meat?”yes represents negative.

People who grow up in the west tend to be verbal , whereas those from the east are more non verbal.

Social behaviour:

There are no. Of social behaviours and comments that have different meanings in other cultures.

For example, Americans generally consider it impolite to mound food on a plate, make noises when eating and belch(sounds)

Chinese feel it is polite to take a portion of every food served.

For example, in Saudi Arabia, it is an insult to question a host about the health of his spouse, show the soles of one’s shoes or touch or deliver objects with the left hand.

In korea, both hands should be used when passing objects to another person, and it is considered impolite to discuss politics, communism.

In Indonesia, it is considered rude to point at another person with a finger.

When greeting someone, it is appropriate in most countries to shake hands. In some countries the greetings includes a handshake and more.

In japan, a handshake may be followed by a bow.

In brazil, korea, Indonesia, china and Taiwan , a slight bow is also appropriate.

In some countries, greeting involves more contact. For instance, in Venezuela, close friends greet each other with a full embrace and a hearty pat on the back.

In Indonesia, social kiss is in vogue, and touching of first the right then the left cheek.

In Malaysia, lose friends grasp with both hands.

In south Africa, shake hands followed by clench of each other thumbs

In most countries, addressing someone as mr., miss or ms. Is acceptable but this is certainly not universal.

Monsieur, madame and mademoiselle are preferred in france, Belgium and Luxembourg.

In many countries, men do not shake hands with a woman unless she extends her hand first.

In india, man and woman greet each other by placing the palms of their hands together and mexico by a slight bow.

In some other countries , such as india, it is not advisable for men to touch or talk alone with a woman

So, thus social behaviour varies from one country to the other country.

Problems in cross cultural communication:

Cultural differences and communication problems:

Appreciating cultural values:

Communication problems often derive from basic differences in values between cultures. For example, Latin American, Asian and Mediterranean cultures often communicate as much through facial expression and tone of voice as through words. On the other hand, English-speaking and Germanic cultures normally state the intended meaning explicitly. Another difference among cultures is the importance of emotion. For example, Japan and the U.K. avoid the outward show of feelings, while the United States, France and Italy accept a stronger show of emotions, even in business.

Dressing for international success:

Some cultures have strict dress codes for business. For example, in Muslim countries, women must avoid sleeveless tops, short skirts and low necklines. In Japan, conservative business suits in dark colors are essential to make the best impression. When new to a culture, observe what others wear for business and choose neutral colors.

Going face to face:

We can unknowingly cause offense when meeting foreign clients one-on-one. In Japan, you should bow rather than shake hands unless the other party offers a hand first. The exchange of business cards is a requirement in many cultures. In Arab countries, we should accept the card with your right hand, while in China and Japan you should use both hands. In China, we can show respect by taking a Chinese name. In Brazil, business acquaintances stand close to build trust, so backing away may be construed as a rebuff.

Understanding language differences:

Language differences present a common stumbling block in international business communication. Whenever one party is using a second language or a translator, the potential for misunderstandings increases. Even if you're bilingual, slang, jokes and figures of speech can cause problems. If you're giving an oral presentation, a clear handout in simple language helps avoid misunderstandings.

Giving gifts or not:

Gift-giving etiquette is a complex subject that can be difficult to master. In China, gifts are the norm and expected, while in other countries, the wrong gifts are insulting. Avoid bringing bad luck in China -- don't give a clock or a gift with blue, white or black wrapping paper. Keep offering your gift, because Chinese recipients usually refuse three times before accepting. If you comply with a request for a bribe in any country, corruption charges are a likely complication. It's illegal for U.S. nationals to bribe foreign officials, although sometimes gifts legal in the host country are allowed.

Meeting expectations:

Following local customs builds better relationships at business meetings. For example, Canadians are clock-watchers and expect everyone to arrive on time. In Japanese meetings, often only the most senior person for each side talks, while others typically remain silent. In China, business dinners often include many toasts, so pace your drinking accordingly. To maintain the respect of Asian contacts, avoid etiquette mistakes that cause you to lose face.

UNIT –II MANAGING ORGANIZATION COMMUNICATION

Formal communication:

The communication in which the flow of information is already defined is termed as Formal Communication. The communication follows a hierarchical chain of command which is established by the organization itself. In general, this type of communication is used exclusively in the workplace and the employees are bound to follow it while performing their duties.

Example: Requests, commands, orders, reports etc.

BASIS OF COMPARISON

FORMAL COMMUNICATION INFORMAL COMMUNICATION

Meaning

A type of verbal communication in which the interchange of information is done through the pre-defined channels is known as formal communication.

A type of verbal communication in which the interchange of information does not follow any channels i.e. the communication stretches in all directions.

Another Name Official Communication Grapevine communication

Reliability More Comparatively less

Speed Slow Very Fast

Evidence As the communication is generally written, documentary evidence is present.

No documentary evidence.

BASIS OF COMPARISON

FORMAL COMMUNICATION INFORMAL COMMUNICATION

Time Consuming Yes No

Advantage Effective due to timely and systematic flow of information.

Efficient because employees can discuss work related problems, this saves time and cost of the organization.

Disadvantage Distortion due to long chain of communication.

Spread of rumors

Secrecy Full secrecy is maintained. It is difficult to maintain the secrecy.

Flow of Information

Only through predefined channels. Can move freely.