Communication refers to the use of written, spoken, or gesture signs and symbols to transfer

message from one individual to the other individual. If this transfer of message is related to business,
it is called business communication or managerial communication. That is to say, the essence of
communication is sharing-providing data, information and insights in an exchange that benefits both
us and the people with whom we are communicating. We all realize that must people today spend
more time communicating, listening, writing, gesturing, drawing, feeling, seeing, smelling and tasting
than doing anything else. All of these activities are forms of communication.

According to one estimate between 40 to 60% of work time is spent in communication in even a
manufacturing industry also. The higher the rank, the more the communication needs. Top level
executives spend from 75 to 95% of their time communicating.

Effective communication helps businesses in numerous ways. These benefits include:-
Stronger decision making and faster problem solving,
Taking precaution of potential problems,
Increasing productivity and steady work flow,
Stronger business relationships,
Clearer and more persuasive marketing messages,
Enhancement of the images of both employers and companies,
Higher employee satisfaction and lower employees turnover,
Better financial results and higher return for investors.

Forms of communication:

According to the functions of a communication in any organization communicating has been
divided into three types: - internal operational communication, external operational and personal
communication. Similarly, according whether the communication helds through already determined
channel or outside that channel it is divided into formal and informal communication.

1. Internal operational communication:-
It means communication among people who work inside the same company and they
communicate for the performance of their primary goal of the operation of that organization. E.g. in a
machine company to provide food items, in an insurance company to sell insurance and the like.

2. External communication:
They are also the communication activities which directly play role in the organizations plan
for achieving its work objective but it is between organization and other person or group outside the
organization. E.g. communication with suppliers service companies, customers and general public,
advertisements all are external operational communication. It can also be through formal informal
channels

3. Personal communication:
Human beings are social animals. So they dont communicate for the operation of the
organization alone. Sometimes they exchange information and feelings which are not directly
necessary for work performance. This type of communication is called personal communication.
People naturally do some communication when they get together, even strangers doing journey in
same plane, in waiting room do some communication.

According to whether the channel of communication is predefined in the plan of the
hierarchy structure of the organization or not, communication is divided into formal and informal. It
can also be horizontal, downward, or upward. But most of the communication is downward because
most of the information, orders, instructions needed to achieve the business objective originate at the
top level and are communicated downward but in some of the organizations there is open channel
also.

1. Formal communication:
In every business there are some well established channels of informations flow to achieve
its goal. It defines the relationship between various people and departments within the organization.
This channel runs through the lines of command (hierarchy lines) for the operation of that
organization. Hierarchy structure means the relationship between various job positions of that
organization. Bulk of communication flows through these lines. But this structure (network) of
hierarchy is not same in every organization. In some companies there is tall structure and in some
companies there is flat structure. In tall structures there are many layers of management between the
lowest and highest positions. In such organization there can be delay in message passing and there
can be breakdowns also because there are multiple layers. So most companies prefer flat structure
with fewer layers. With fewer layers communication flows faster and with fewer disruptions and
distortions. But its weakness if that there will be less check and balance with fewer lines of control.
To end the weakness of both, some organizations follow open or flexible structure. Our
communication effort is influenced by this structure as well as corporate culture (values, traditions,
habits) of that organization.
A model of the formal structure of communication network is given below:





























In the formal communication method information flows along the lines of command
throughout the formal internal operational directions: - (1) downward communication (2) upward
communication (3) horizontal communication. In the downward communication process information
flows from executives to employees, e.g. directions, instructions, information to carryout work. In the
upward communication method information flows from employees to executives e.g. information
about problems, trends, opportunities, grievance and performance. This information is necessary to
solve problems and take intelligent decision. In horizontal communication information flows from
one department to another department. It is necessary to share information, coordinate tasks and solve
complex problems.
President
V.P of marketing V.P of finance

V.P of Production V.P of research
& Development
Dir of ads & promotion Dir Of sales Plan manager
Line C
Supervisor
Line B
Supervisor
Line A
Supervisor
Ads
Manager
E-commerce
Manager
Return
sales MD

Industrial
Sales MD


2. Informal communication
Communication doesnt flow through the formal channel of carefully prepared letters,
announcements and so on. It also flows outside the defined stages of hierarchy. E.g. through informal
meetings, gossips, some networking like face book and my space. It carries even more information
than formal network. Therefore wise managers recognize it.This is also called grapevine.


Communication process (How communication among
people works):

Understanding of how communications among people works helps us to improve the skills
of effective communication. It provides helpful insight into the method of making our communication
better.
All of us live in an environment of signs. That is called communication environment. Signs
mean everything that can stimulate our sensory organs e.g. pictures, letters and words, sound, smell
of flavor, taste, temperature, surface structure and so on. There are infinite number of signs around us
at every moment e.g. we are looking something, Feeling something, listening tick of clock, voice
from another room, radio playing in the dance, feeling cold and hot etc. our sensory receptors are
picking them but they cant affect all sensory stimuli because our sensory organs have limited
capacitye.g. hawk can see more than us, a dog can smell and listen more than us and so on.

Communication process begins from the reception of sensory stimuli from our
communication environment and passes through our sensory organs, nervous system, decoding by
mental filter, giving response to it and the other person detecting these signs in his/her
communication environment. Again the receiver may give response and we detect them in our
communication environment. In this way the communication process is repeated in cycle. It can be
illustrated through diagram shown below:-














It can also be shown by another flow chart;-










Mental Filter
(Viewpoint,
knowledge,
emotions)
Communication
Environment
Sensory
Receptor
Sensory
Receptor
Nervous
System
Response Receptor
(Communication
Environment)
Sender has an idea after
getting some sign from
communication
environment
Sender encodes the idea
Sender transmits the
signs through a channel.
(Air, water, wire, book
etc)
Audience receives the
sign through sensory
receptors
Audience decodes by
filter
Audience responds to the
message by encoding
1
2
3
4
5
6





1. Encoding:-
Encoding means using symbols (signs) to express the reality. First of all we feel something
to express or describe after getting some signs in our communication environment. In the
beginning it is in our mind. Our mind searches some means of presenting it to those whom it
wishes to communicate:- words, gesture, body movement, facial expressions, sound, writing,
images etc.which our receiver will understand. Since in most of our common communication we
use words, words are our most common symbols. In this stage we find words which will convey
the intended meaning.
2. Transmission through channel:-
After we decide which symbols (word, image, gesture) to use, we put it in a channel like
face-to-face speaking, loudspeaker, book, internet etc. to transmit the message. It is in this
process that various barriers block or distort our message before it is detected by the sensory
organs of the receiver.
3. Detection by senses:-
After transmission the symbols (signs) which are in the communication environment are
detected (picked) by the sensory organs of the receiver. It is important to note that our sensory
organs cant detect all of them. How many of them we can detect depends upon various factors
like the intensity of the signs, health of the sensory organs, mental alertness, presence or absence
of distractions etc.

4. Filtering process:-
After detection the stimuli is sent to our brain or nervous system. It goes through mental
filter and brain gives meaning to the received stimuli.
Meaning depends upon the filter of the individual. Filter means the entire intelligence,
experience, emotional make up, opinions, attitudes and beliefs of the person. It is important to
note that every persons filter is unique. No two filters are same. Therefore, two people receiving
same stimuli, in same environment dont give the same response. E.g. a person who has grown up
in a family where he has always listened about the problems, strikes caused by labour unions,
will not give positive response when in his adulthood he will listen to this word. But another
person who has grown up in labor family will feel pleasant listening this word.
5. Decoding:-
It means to extract the meaning of the signs after filtering process.
6. Response:-
According to the meaning understood, the receiver will give reaction through words, gesture,
body language, image or writing.
7. Cycle repeated:-
The response is again detected, filtered, decoded, and responded by the sender of the
message. In this way the 2
nd
, 3
rd
, 4
th
etc. cycle of communication process continues.
In this way the process of communication is cyclic. It starts with detection of sensory stimuli
and continues in a never ending process until we remain awake and alive.


Malfunctions (barriers) of communication and Gateways:-

There are various factors which create miscommunication or problem in the process of
communication. Some of them can be avoided and some of them cant because theyre rooted in the
nature of communication. Due to this inevitability of communication malfunctions, communication is
called an imperfect activity.

1. Some basic ingredients of human communication nature which cause its
imperfections:-
There are some malfunctions which are the products of language and the nature of reality
themselves. They are:-
a. Reality is infinite (uniqueness of every reality):-
When we communicate, we express the reality. Reality means all that is tangible (we can
see, hear, feel, smell, taste) as well as intangible (that is in our mind). One important characteristic of
reality is that it is infinite. It is the cause of error in communicating this reality. For example if we
are describing a piece of paper, it has infinite number of aspects like size, dirt, wetness, its
microscopic components etc. therefore when we describe a piece of paper, it is never as we see the
same piece of paper. So we must realize that when we communicate, we symbolize only a small part
of the whole. We must be conscious of these limitations when we communicate.

b. The symbols of communications are imperfect:-
It means the words (spoken or written) which we use for communicating of the reality does
not represent exact realities. They represent only rude realities. I.e. symbols have vague and general
meaning. E.g. the word APPLE represents only common qualities of all apples. It doesnt exactly
represent the apple which is in the pocket of a person. So symbols represent the reality only
imperfectly.

c. Reality is constantly changing:-
Reality is forever changing. Nothing remains static in it either it is living or non-living things.
Everybody changes both physically and mentally. Nothing is as it was before and nothing will ever
remain same. So business also changes. So dont think that reality is static while communicating
because it causes miscommunication. This is the nature of reality. For e.g. the chair on which we are
sitting is also not static. Every day and every minute it is changing. It is found by looking very
closely. We will find new scratches on it, color fading, glue and screws may be loose. They are the
evidence that some changes have taken place. By this process some day it will deteriorate and it will
be discarded. Living beings also change. Their physical characteristics, minds change e.g. our mind is
not as it was in high school. So our oral or written communication in business must reflect this
change. If we dont reflect it, miscommunication will occur. (This change makes it difficult to
communicate exact reality. Failure to communicate this change can be a major cause of error in
business communication.

d. Our perception capacity is limited (inadequacy of sensory organs)
Our sensory receptors are not powerful enough to record every aspect of anything. We cant
see as far as eagle, we cant listen as slow sound as a dog can and so on. Our eyes cant see what we
cant see by using microscope which is also part of reality. Our sensory organs are able to pick up
only some details of a given object or event. They cant pick up everything so communication is never
perfect. In the match of cricket we cant see small details of the movement of ball but when it is
solved down by computer animation, we can see. So all reality cant be perceived by us.

e. Position of reference differs:-
Communication of reality becomes even more complex because of the differences in our
perceptions in addition to the shortcomings and differences in our sensory organs. Position differences
means we dont all observe an object or event from the same position. So we perceive the object/event
differently depending on our points of reference. E.g. a stage play from back stage looks altogether
different from how it looks when seen from front. The fans of wrestling may see hard solid punches to
the jaw from one side of the ring, but those people who are on the other side may see the same blows
roll off harmlessly. Thus regardless of what reality may really be, we cant and dont perceive it the
same way. Much depends on our position of reference. It must be kept in mind specially while writing
reports.

f. Meaning is in the mind, not in symbols:-
It should be clear that symbols have no meaning of themselves. People have meaning in mind
when they use these symbols or words. They hope that listeners will give the same meaning to words
which they give. If there is proximity in the meaning given by listener and speaker, the
communication effort will be more successful. Therefore in our communication, emphasis should be
on what the sender meant when he/she used these symbols rather than on what those symbols mean in
our mind. By doing so, we can eliminate the misunderstanding a lot. No two filters are alike, so
meanings given by them will also vary. So a message sent by one person is never precisely received
by the other. So it causes malfunctioning of communication.

g. Connotative and denotative meaning.
The differences in word meaning also cause miscommunication. We know that meaning of
words differ according to context. If we are not aware of the context, we may misunderstand
meanings. Similarly, connotative and denotative meanings of every word also cause
miscommunication. Denotative meaning of a word means the meaning which is based on reference to
the real world. These are the meanings which relate directly to the real world. E.g. Rose refers to a
flower in the real world. It means denotative meanings of words inform us of the real-life objects or
events. On the other hand connotative meaning means the meaning which exists in the mind only. It is
symbolic meaning e.g. Rose has meaning of love. Connotative also refers to the shape of meaning
of a word (i.e. opinions, attitudes, biases related to words.) connotative meanings differ from person
to person, but denotative meanings are same because they refer to the same reality. E.g. a tramp, bum,
vagrant, hobo, vagabond, wanderer, knight all have same denotative meaning. But connotative
meanings differ slightly. E.g. tramp an immoral fellow, bum = even lower than tramp, hobo =
adventurous, vagabond = negative connotation, knight = favorable wandering person.

2.External Barriers in the communication environment which cause
imperfection of communication process:-

Until now we have seen that malfunctions of communication stemmed from infiniteness and
complexity of the reality and symbols used to express these realities. But communication process is
interrupted also by other barriers in the communication environment. They are external factors which
exist in our environment. They are:-

a. Noise and distractions:-
It includes poor acoustics, uncomfortable meeting rooms, crowded computer screens with a
lot of pops, multitasking habit of computer users. All of them cause distractions. There are some
internal distractions also. E.g. some thoughts and emotions prevent us from focusing on incoming
messages e.g. a person who is worried about losing job doesnt focus on such messages which dont
apply to his/her immediate concern.

b. Information overload:-
After the message successfully makes the journey to the intended audience also, there is no
guarantee that it will have effect on the audience. To ensure effect three other things are required
receiver has to sense the presence of the message, select it from all other messages, he/she must
decode the actual message. But this process is interfered by information overload and block
mindedness. Information overload means sometimes too many messages try to reach to the audience.
So they cant give undivided attention to any message. It also becomes difficult to discriminate
between useful and useless information. It increases stress at the workplace also.

c. Block mindedness:-
Block mindedness means our tendency to reject ideas that oppose our viewpoints. It is also
called know-it-all tendency. It blocks our mind from listening. Prejudiced filters (prejudiced
opinions, beliefs, emotions, or stereotypes) also blocks or distort information. It is sometimes
intentional. For e.g. when we select emails only on the basis of senders identity or subject title, it is
intentional blocking. Unintentional means overly aggressive spam filter deletes even legitimate
message also. Generally all arguments occur between two blocked minds because they tent to defend
their blocked mind rather than listen.

d. Structure and culture of the organization:-
When there is tall structure and strict rule to follow hierarchy line to communicate, it also
causes more interruptions, delays and distortion of message. Sometimes the people whom we rely on
to deliver the message, they also distort it, either by chance or to serve their own interest.


e. Channel breakdowns:-
Sometimes the channel of communication simply breaks down. E.g. a colleague whom we
trust forgets to deliver the message to our boss, a brochure we send is lost, and a computer server
might crash.
So, while communicating, we must be aware of these barriers which can prevent our
messages from reaching to their intended audience. If we are managers, we should keep an eye on any
barriers that could inhibit the flow of information. We should make sure that there are no barriers
around us for effective communication. If people feel that we are not appreciable, they will avoid
communicating with us, even very important message which we need.

Gateways of miscommunications (gateways of errors of communication)

There are various methods which can help us to transmit message successfully:-
1. Use techniques to craft messages well:-
a. Consider audience expectations: - it means the communicator should use words, media, channels
which audience expects. Sometimes use of unexpected methods draw more attentions e.g. Ads
communicate more efficiently. But in general, most business efforts should be according to the
expectations of your audience.
b. Emphasize familiarity: - it means we should use words, images and designs which are familiar to
our audience.
c. Practice empathy: - make sure your messages speak to the audience. It means your messages
clearly address the wants and needs of your audience; not just yours. It is because people are more
inclined to notice such messages.
d. Ensure ease of use: - it means the message should be accessed by the audience. It is found that
poorly designed websites with confusing navigations are ignored by the people. We should also
care not to send information which needs acrobat reader to such people who dont have this
software.

2. Minimize distractions:-
Care of small matters e.g. turn off the cell phones before stepping into the meeting, dont talk
when people are trying to work, be sensitive to personal differences e.g. some people enjoy working
with music on etc. dont let yourself to attend them separately so that you can focus the rest of the
time. Dont send messages if you dont have time to attend effectively.
Finally we should try to overcome emotional distractions by recognizing our own feelings and
by anticipating emotional reactions from others. When a situation may cause tempers to flare, we
should choose our words carefully. Besides it, we shouldnt react (blame) subjectively in such
situations.

3. Follow audience centered approach in decoding the messages:-
Even though a message has been received by an audience, it means nothing until the receiver
decodes it. By decoding audience assigns meaning. Decoding is highly personal process. Although it
is said that business decisions are made on the basis of objective analysis, it is greatly affected by the
culture, learning, thinking, emotions, logics, hopes, fears, even temporary mood of the audience. They
get the meaning according to what they expect. So it is accurately said that audience create their own
meaning. E.g. in America, if a young colleague boldly proposes new system rebelling against the
older established way of doing business, people gives favorable response but In Japan, and they give
negative response. Similarly, after returning from a meeting a manager says audience liked our
product and he is hopeful their sales will boom soon. One colleague may be happy believing that sales
will soar soon and they will earn good profit. But another colleague will hardly believe that audience
liked means sales will surely rise. This response should be already predicted if we are good
communicators. So for good communication we should follow audience centered approach.
Biases of the receiver also creates problem in communication. We must have knowledge of
the biases of every audience for successful communication. E.g. a manager who believes whole
heartedly in a particular business strategy may distort or ignores evidence which suggests the strategy
is failing. Vagueness of the language used also influences meaning. E.g. as soon as possible may
means ten seconds, ten minutes or ten days. So we must resolve the ambiguities for effective
communication.
In this way, we should learn as much as possible about the biases, education, age, status,
style, personal and professional concerns of the receiver. We should try to project ourselves into their
position. So that, the more we know about people, the easier it will be to concentrate on their needs
and in turn easier it will be for them to hear our message, understand it and respond positively. Thus
adapting to our audiences style will improve the effectiveness of communication.


4. Motivvate the receiver to respond in time:-
After the message is properly decoded, it is not necessary that the response will be made. E.g.
your boss may not respond to your request of raise etc. he should be motivated to respond. For it the
receiver must remember the message long enough to act on it. In the beginning it is in short term
memory and from there it is necessary to transfer it to the long term memory by actively memorizing
or by associating with information already stored in long-term memory. Generally, people find it
easier to remember and retrieve information that is important to them personally or professionally. So
that, it is necessary to communicate in ways that are sensitive to your audiences wants and needs
because it increases the chance that your messages will be remembered well and retrieved well in time
when the receiver wants to give response.

5. Be sensitive to business etiquette and ethics:-
It means refrain from preaching. Respect, courtesy, common sense also helps us to ensure
good response.

6. Using technology:-
People who use technology e..g. computer, internet, video phones etc. can communicate more
effectively and therefore they can compete more successfully. The above methods will surely help us
overcome many of the communication barriers.

















MEMORANDUM

Memorandum (memo) is also called interoffice correspondence. It is also a type of letter
which is written inside the organization. It transmits routine type information from one person to
another person inside the organization. The employees exchange the messages which they need to
conduct their daily work. This information is factual and problem-related. But they are less formal and
less longer than reports. Since the information is of routine type and among people who work with
and know each other, all formalities like salutation, complementary closings are removed from it.
They are informal.
Memos are generally in the form of printed stationery. On the top of the paper the word
memorandum and the title of the company are written in bold headings. Under it specific headings
date, to, from, subject are written. Memorandums are often short so they are printed on only one
page form. It is used generally by large organizations with a number of locations and departments.
One sample of the printed form is given below:-

Memorandum
Presidency College of management sciences
Bharatpur Chiwtan

To: Date:
From:














Memorandum may be one or two line messages having simple requests and responses also.
E.g. please send me copies of all invoices from the Sony Company for the past 12 months. It may
be a simple one sentences response also. E.g. here are the invoices you requested on July 1
st
.
Besides the above informal type of memos, they can be very formal also like those written by
subordinates to their high level administrators. They are written in the third person because third
person writing gives impression of formality.





SIMILARITIES AND DIFFERENCES BETWEEN MEMO & LETTER

1. Both memos and letters are written in direct and indirect order : -
Positive information has direct manner, negative information has indirect manner. And some
require persuasion. However, memos are mostly direct type because they contain exchanges among
people who are interested in the information only for work purposes, organizations operation, and the
information is of no personal interest. So there is no need o preliminary explanation, justification etc.
so the writer comes right down to the business.

2. Memo writers dont need to worry much about the effect of their words:-
One main difference between memo and letter is that letter writers are heavily concerned
about the negative and positive language but memo writers dont need to worry so much about the
effect of their words. Letter writers need to worry about you-viewpoint. On the other hand memo
writers major concern is clear, straight forward communication in quick and easy manner. But it
doesnt mean that words of memo are harsh and cold. They only mean that language of memo is like
that of friendly people working together usually use and expect straight forward communication from
each other.

3. Format of memo eliminates many things from letter like dear sir, yours faithfully, etc. it is
because friendly people working together dont waste time in such formal politeness. They are polite
but they address each other directly. They dont want to waste time on formality. Work is more
important to them.

TYPES OF MEMO
According to the content writing style and purpose for which memo is used, it is divided into
five types. They are:-
1. Direct Inquiry memo
2. Direct response memo
3. Policy memo/circular/directives
4. Memorandum to file
5. Persuasive (indirect) memo [they are rare]

1. Direct Inquiry Memo (Routine Inquiries):-
In this kind of memorandum, the writer seeks information like an inquiry letter; it directly
makes a general request and then particular requests. E.g. will you please get the necessary cost
information for conducting our annual sales meeting. I want following specific information.

2. Direct Response Memo:-
In this type of memo we give response to the inquiry made by people. The writers goal is to
simply inform or present information. In this type of memo the writers arranges the information by
general topics to particular information. E.g. As you requested here are the cost details for
conducting annual sales meeting

3. Policy memorandums:-
The memo in which higher level administrators send rules, procedure, instructions etc. to all
lower level employees are called policy memorandums. They are written more formally than other
types of memo because they are of official nature. They begin with topic statement which repeats the
subject line information. Then the rules are written in orderly manner. Generally the rules are
arranged in numbered form. E.g. to control the current energy crises, the following conservation
measures are effective immediately:-
a. ACs will be started as late as possible.
b. Air conditions will be shut off in all buildings at 4 P.M.
c. Lighting levels should be reduced to approx. 50-60 foot candle lights in work areas and 5-10
foot candles in corridor and outside but without compromising to safety and security.

4. Memorandum to file:-
This type of memo is kept by higher level administrators in their record book (file). They
make record of events, activities, performance of subordinate employees etc for future use. E.g. an
executive may keep a record of the whole meeting and what different people said. Similarly, he/she
can keep a record of the behavior of a careless subordinate to take legal action later and to present the
record as evidence.






















5. Persuasive Memo:-
Memorandum
Presidency College of management sciences
Bharatpur Chiwtan

To : file Date: 23
rd
June 2011
From : Chairman, Shambhu Chhetri
Subject : Meeting on Training


On June 22
nd
, 2011 Mr. Prakash Dhoj Adhikari and Deepak Adhikari met in
my office to review the progress of our management training programme. Mr. Prakash
reported that ....................................................................

..we agreed that next year Ill monitor the

instruction throughout the next course.
They are the memo which conveys negative information/news. They are rare in business.
Since they carry negative news, they must be written tactfully. So they are written indirectly. i.e. in
the beginning we write the explanation, justification which decreases the strength of negativity. We
care to emphasize the positive newsi..ie. we emphasize you-viewpoint. All the points of indirect
letters apply to indirect memo also. E.g. when a boss has to refuse the request of employees for leave,
she/he needs to explain a lot first and then only he/she can give the refusal news.
In this way memos save time space of letter. They are more appropriate when people know
each other very intimately.


The End















PUBLIC SPEAKING AND PRESENTATION (ORAL REPORTING):

We all know that all business people spend more time in oral communication than any other
types of communication. Some of the spoken communications are formal and some are informal.
Public speaking and oral reporting are two more formal types of spoken communication whereas
meetings, conference, group discussion, interview are less formal types. Telephone conversation and
dictation are also of less formal type.

Public Speaking:-
Making speech on occasions like opening ceremony,annual functions etc. is called public
speaking. Some guidelines will help us improve public speaking. They are:-
1. Care in topic selection and organization:
a. Select topic from area of your knowledge and proficiency.
b. It should be on topic of the interest of audience.
c. It should suit the occasion. E.g. it should match the occasion of commemoration of
historical events, monthly meeting, Japanese management techniques etc.
d. Gather information by research: - Through primary research in library, company files,
consultation with colleagues and people from other companies.
e. Organizing speech: - follow the traditional and time honored approach of introduction,
body and conclusion.
i. Introduction: - start with greetings like ladies and gentlemen, my fellow
Rotarians etc. then speak on something interest arousing and topic of common
human interest. E.g. humor startling statement etc.
ii. Body: - follow direct or indirect style organizing the data according to time,
place, quantity etc.
iii. Ending: - summary and conclusion. Final words should be climactic close which
will face the listeners to think again and again even after listening the speech.

2. Determine the presenting method:-
a. Reading method,
b. Memorizing method,
c. Extemporaneous method: it involves use of notes, preparation and rehearsal.

3. Consideration of personal aspects:-
People take not only from what we say but also what they see in us. So we should evaluate
this personal aspect. So recognize good and bad qualities in us and try to do what we can to overcome
these shortcomings.
a. Confidence: - sure and confident walk to the stage. It leads to more effective
communication because our confidence in us originates confidence in our audience for us.
So audience trust us, it gives a sense of security. It can be done through thorough
preparation and diligent practice. We should keep in mind that knowledge gives
confidence, for it we should check our physical appearance also. Certain dress, hair style
etc. have strong effect. So analyze the audience. Talking in strong and clear voice tone
also projects an image of confidence.
b. Sincerity: - faithfulness to our convictions is called sincerity. E.g. say punctual then be
punctual. Pretense of sincerity rarely succeeds. Insincerity is quickly noticed. In that case
audience gives no weight to our words.
c. Friendliness: - interest, enthusiasm, originality, flexibility etc. show whether we are
friendly or not.
d. Thoroughness: - it means thorough coverage of all matters; not scanty or hurried
discussion. It shows that we have taken time. But not too much detail also otherwise
audience will be lost in flood of information and dont know where they are.
e. Audience feedback: - it means we understand audiences reaction through their eyes,
nose, blank stares, movements etc. it will help us make better speech.
f. Facial expression and posture: - keep in mind that nobody is not smart. Distribute body
weight well. Eyes are mirrors of soul. They tell about our knowledge, sincerity etc. not
frightened, tight jaw, too much walking etc.
g. Pitch variation: it means pitch variation, speed variation, avoiding unpleasant voice
quality. Otherwise the speech will be monotonous.
h. Appropriate gesture and body language: it means use suitable body language to lay
emphasis on what you speak. E.g. palms up for pleading, palm down for disagreement,
slicing air for making several divisions of something. Keep your temper even in unfair
opposition.

4. Appropriate communication environment:
It means surrounding also has effect on our audience. So it should be such that it creates
positive effect on our message. If our topic is international business, there should be some diagrams,
equipments related to the international business. Color of the people of the house should be related to
business.
5. Visual Aids: - Charts, diagrams, pictures related to our speech. They should fit into our plan.
Everyone should see it.

Oral reporting (presentation)
It is a special form of public speaking. It is defined as any presentation of factual information
using spoken word. It ranges from very formal to very informal. They are much like written reports.
So written reports which are orally presented are called oral reporting or presentation. So, all the tips
of public speaking are useful for them except no.1 selection of topic.
Meeting:-

Well participate in meetings frequently in business. They may be formal or informal. Our
role may be of either leader or participant. Some techniques of performing will in both roles will be
helpful to us.

Techniques of conducting meetings:-
Follow democratic (parliamentary) procedure in conducting meetings. This process is more
useful in formal meetings like board of directors, professional organizations and formal committees.
1. Plan the meetings: it means prepare an agenda (list of topics to be covered). It should be
arranged logically.
2. Follow the plan: - dont let the discussion go stray. Keep as per the plan. When somebody
disturbs by bringing new items for discussion, postpone them for future meetings, and bring
the discussion back on the subject.
3. Control those who talk too much: control those who talk too much. By starting to summarize,
by asking question to other members or by asking view of other people.
4. Encourage those who talk too little: ask silent people for their viewpoints. Sometimes show
respect to their comments even if illogical.
5. Control time: remind the participants about time at the beginning as well as in the middle
because time is very valuable to everybody.
6. Summarize at appropriate places: evertime when a key item has been discussed, we should
summarize what is concluded. It must be done at the ending.
7. Prepare a minute: all the conclusions must be written and duly signed by all participants at the
end of the meeting.

Guidelines for participants:
1. Follow the agenda:
2. Participate: talk only when youre something to contribute. Dont talk too much.
3. Cooperate with the leader: cooperate with the leaders efforts to make progress.
4. Be courteous: respect the right of others and their opinions. Permit them to speak. Without
courtesy there cant be cooperation.



INTERVIEW

Interview means viewing the internal thinking of people through talking with them. One
common type of interview is job interview. Political interviews on radio and TV are other examples.
In business field also there are many types of interviews like periodic evaluation interview, exit
interview to know the workers attitudes, managerial effectiveness, working conditions effect etc.
It is important that both interviewee and interviewer know and follow some guidelines for
successful interview.

Guidelines for interviewer:-

1. Plan the interview: write and arrange the topic or questions in series.
2. Put the interviewee at ease: dont make point of common human interest; hometown etc. let
the interviewee talk most. Never put your word in their mouth. Speak only to guide.
3. Make purpose clear: explain the purpose except in job interview.
4. Dont keep too much silence
5. Listen: it keeps them in relaxed mood.
6. Keep record: explain why you must take notes because it disturbs the interviewee even after
explaining write as quickly and as unnoticeably as possible. When we can remember and
write after interview, it is better not to write all the time of interview.
7. End the interview: some friendly talk on topic of common human interest. Ask final question
e.g. is there anything else youd like to tell us? If not, thanks for giving me your time.

Guidelines for interviewee:

1. Prepare for the interview: prepare answer to FAQs, companys history, plans, competitors
etc. it will make us feel relaxed and think on other difficult questions during interview.
2. Appropriate Appearance: neatness, appropriate dress, favorable body movement. No big
jewellery because it diverts their attention from our eyes and voice to these things.
3. Show Interest:Look to the interviewer.Give undivided attention to them and what they speak.
4. Answer correctly and Completely:Give correct and complete answer.
5.Practice Courtesy:Value of courtesy is unquestionable in business.Never preach audience.Treat
like equal.
The above guidelines with some others can help the interview be successful in its purpose.
Listening:

Improving listening skills:

1. Force yourself to listen: listening is a willful act. It is a work. So most people are lazy and
they are tempted not to listen because it is easy that way. We tend to be lazy. So whenever our
attention wanders, we should remind ourselves and start to pay attention.
2. Stop talking: focus on what is being said next. Dont always think about what to ask next.
3. Show the talker that you want to listen: show that youre listening to understand, not to
oppose. It will create climate of information exchange. Look and act interested.
4. Remove distractions: it means dont tap pencil, shuffle papers, look watch etc.
5. Put the talker at ease: emphasize with the talker, look at the things from his/her point of view,
it will create climate of understanding and the speaker will tell more frankly.
6. Ask sensible questions: it shows our open mindedness.
7. Be patient: frequent interruptions are barriers to communication. Give enough time to the
speaker for explaining things.
8. Go easy on arguments and criticism: angry minds dont contribute to communication. It
builds wall and blocks their minds. Criticism will put the talker on defensive. So you lose.
Rarely anybody benefits from controversy.


Telephoning:

Telephone talk is a very much common oral communication in business. But still many
people talk in appropriate way and hurt the sentiment of other people although theyre unintentional.

Good telephone habits:

1. Cheerful and friendly voice: Avoid gruff and cold greetings and a variety of other
discourtesies. Use cheerful and friendly voice. But dont be phony.
2. Talk as if face to face: people get impression of us only from words and quality of our voice.
They are not looking us. So it is very important. We should talk smiling, gesturing as if we
are face to face. Tape recording our voice and listening it is very good to know our drawbacks
and to improve them.
3. Follow techniques of courtesy: introduce yourself and then only ask for the person to whom
you want to talk to. If youre receiving call, introduce your company and directly ask who
they are. E.g. dont say who is calling? rather ask How can I help you? Or whom have I the
privilege of talking to?
If you promise to call back later, you must call back at the exact time. Otherwise dont
promise a callback.
5. Holding: if it is necessary to hold, the choice should be the callers. If they are holding, check
back periodically.
6. Screening call: it is especially important for secretaries of busy executives. They should
courteously ask the purpose of the call. So that they may refer to a more appropriate person on
the company.
7. Plan telephone talk: it means makes notes to cover main points. These tips are helpful in
successful communication effort.


Dictation:
When we rise in executive position, dictation becomes one of our major communication
activities. We dont have enough time to write letters and short reports ourselves and we are the only
person who has knowledge of the whole circumstances. So it is necessary that ideas are ours and
writer is another person. For the solution of this problem dictation is done. It means we speak and
stenographer writes. There are some guidelines which help us in dictation.
1. Plan the message: It means we have to make outline of the message. We have to write down a few
notes about the sequence of the message. We decide what to write first, what to write after that
and what at the end.
2. Gather facts: Before dictation, we should collect all necessary information at one place near us.
E.g. address, past reference, data, and pencil, scale etc. so that we can work without interruption
while dictating.
3. Give Preliminary information and instruction: It means before dictating we have to five
information about enclosures, page layout, subject line, attention line, salutation etc. to the
stenographer. E.g. on Friday comma 12 November comma. While speaking we have to clearly
say when to put comma, semicolon etc. and when to change paragraph. If the stenographer is
competent, it is not necessary to tell in much detail.
4. Speak in strong and clear voice: We should speak slowly enough to clearly separate the words.
We should be especially careful in this regard while doing dictation machines.
5. Avoid asides: It means we should not use side comments. We should force ourselves to
concentrate. We shouldnt talk with the stenographer about whether some word or data is
appropriate or not. We should plan to revise later. We shouldnt be too much concerned to
produce polished work in the first effort. If we use asides, it will confuse the reader. E.g. we
should speak as Dear Mr. Tom well, lets see. The attached check for $50. Is that the right
figure?
6. Read back intelligently: During speaking for dictation, sometimes we should stop and read back
what we have dictated. However, it shouldnt be done too frequently. Especially at the end of the
message, read back is very important because it gives us a check on the overall effect of our
words.
These guidelines can help us improve our dictation.
Using Powerpoint:.



Non- verbal communication

Non- verbal communication means non word communication; neither written nor spoken
words are used.It occurs without the use of words . It includes such things as body movements, space,
time, layout and design, colour, dressing style, hair style, and voice rhythm or tone. E.g. A swinging
fist, A firm handshake, A shrill whistle, a whiff of perfume all cues communicate something. In fact
all our body movements, facial expressions, the distance we keep while talking with people etc.
express something about our inner emotion. we cant avoid them. So it is said that we cant not
communicate .According to one authority:
seven percent of the meaning in face- to- face situation is derived from word symbols, 38%
from voice tone and inflection , and 55% from body movements (particularly facial) and gestures.
From this definition it is clear that 93% of the meaning in face to-face communication is
transferred through non-verbal symbols.
The process of non-verbal communication is similar to the process of written or oral
communication. Our sensory organs receive them and the sensory stimuli pass into our nervous
system where we give meaning to them by our filters and then give response to them e.g. when we
feel a clasp of handshake, nerve currents travel to the spinal cord through arm and through spinal
cord to brain. When it goes to the brain, its meaning is determined by the minds knowledge
,viewpoints and emotions. And we give meaning to the handshake based on our knowledge,
experience ,opinion, attitudes , beliefs and emotions and we decide how to react e.g. perhaps we can
decide to smile ,make eye contact, pat, step back and many more ways to react.
Non-verbal communication symbols are vague because their means is not so definite as the meaning
of spoken or written words. Their meaning is determined by culture of the place .So they should be
chosen wisely. Another important point about non-verbal communication is that they are not used
alone but they are used to complement spoken.So wise selection of non-verbal communication
method to emphasize spoken communication improves the quality of communication. At least it
should not be contradictory. So it is very important.
Non-verbal communication is divided into subparts like kinesics, proxemics, time language,
paralanguage & physical context.

A. Kinesics:-Kinesics means study of the body movementse.g.movement in
face,eyes,gestures,postures,physical appearance .These outward body movements reflect the inner
conditions.They reflect attitudes,status of relationships,moods,deceptions,warmth,need for interaction
and so on .It is the most used area of non-verbal communication. So often it is used as synonym of
non-verbal communication also.
(a) Face and eye :-A among all methods of non-verbal communication eyes and face tell much
more than other facial features. It is also said that eyes are the mirrors of soul. Facial
expressions includes movement of mouth, eyes, nose cheeks, forehead, open closed mouth,
raised or lowered eyelids, wrinkled or relaxed nose, drawn up or drawn down cheeks, lowered
or raised forehead all communicate. Their combined effects tell what is happening within us
e.g. when eyes brow is raised, eyelids are widely apart and our eyes are widely open, it
communicates excitement, surprise, frightened condition. Opposite of it when both eyes lids
are closed and less white part is exposed, it tells the person is in intense pain, sadness.
Similarly when we gaze someone or something for long time, it shows our intensity of
interest.Brief eye contact shows embarrassment, timidity and nervousness. It must be cared to
create total meaning of our communication.
(b) Gestures :- Movement of parts of body other than face &eyes are called gestures for example
movements of arms ,legs, hands, torso &head e.g. pounding fist on a table shows anger, a
fore- finger raised high above head shows number one, a forefinger & thumb touching to
form a circle shows ok. Similarly arms spread apart, shuffling from one leg to another, body
extended slightly forward communicate wide area , nervousness, intensity of interest
respectively. Researchers who study gesture have found that there is close relation between
intensity of speech and use of gesturethe louder the speech the greater the gesture and vice-
versa .So we should learn gestures to coordinate with our speech .To win match players often
use a lot of gestures.

(c)Body shape & Posture:-
Body shape means our body structure.It is mostly hereditary and so beyond our control.It
affects how we think about ourselves,how we relate to others and how others relate to us.So in
formal meetings,interviews,we are aware of our body posture and try to make the best
impression possible.On such occasions holding our head straight,maintaining upper body
erect ,standing on both feet and sitting intently listening are considered good.
Body shape has been divided into three types-ectomorph,mesomorph,and
endomorph.Ectomorph means thin,tall and youthful body.Mesomorph means
strong,muscular,athletic body .Endomorph means fat,round and soft body.These different
body structures are related to different personalities,though there are many false
stereotypes.Still the fact remains that physical structures of body communicates.
Mesomorph body has positive impression.But the other two give negative meanings.So that
mesomorph body is liked by every one.But it is not genetically and physically possible for
everybody to have mesomorph body.So that we have to combine body shape with body
posture and body movements.If body shape is negative,it should be combined with positive
body posture and gestures to create good impression.It will avoid creating unfavourable
image.By adjusting body shape and posture,we want to avoid negative associations and
impressions.


B. Proxemics:

Proxemics is the second type of non-verbal communication. It is the study of how the space
around us communicates. How we arrange the space around us communicates same meaning about
our emotions and personality. It changes our messages and acceptability. Hall has divided space
around us into four types:
1. Intimate space: (physical contact to 1

feet)
The space forms a complete circle around us for about 1

feet. In this space all body

movements originate. In this space we permit only special people. We allow only family members and
very close friends to enter. In this space whispered words can be heard. It is true that some other
people may also enter this space but they came only for a very short period of time. E.g. when we
shake hands, pat others it is very brief and casual.

2. Personal space (1

feet 4 feet)
Personal space extends from 1

feet to 4 feet beyond the first space. In this area

communication among classmates and colleagues takes place. Most of the time we communicate with
people in this space. Whispered words cant be heard in this area. Normal talking can be heard in this
area. The ideas which are communicated in this area are also spontaneous and unprogrammed.

3. Social space (4 12 feet):-
The third zone extends from 4 feet to 12 feet. The relationship among people in this area is
more official. Most of the business activities are done in this area. In this area the communication is
done with less emotion and more planning.



4. Public space: (12 feet to infinite distance)
The last area ranges from 12 feet around us to the farthest distance. This is more formal
distance than the third one. People who communicate are impartial observers in this area. They have
relationship of detachment. Voice must be raised by artificial devices to communicate in this area.
The communication between politicians and audience takes place in this area.
In this way the quality of communication activities differ in each of these four zones. But we
should keep in mind that these areas may change according to the physical location and culture of the
place also. For example the relation between people in the first zone and their activities in this zone
differs between two persons in North America and two persons in the Middle East. It is noticed that
people who begin conversations and people who are seated at the ends are usually considered leaders
at least at first. Thus it is clear that space should be used to accomplish a particular purpose by
managers.

C. Time Language:
It means the meaning we give to time. The meaning we give to time depends upon the culture
in which we grow up. For example North American culture teaches that being on time is a virtue. The
equate time with money. When someone is late for an appointment, other people react negatively. In
almost all cultures when people arrive early, we think that they are eager or aggressive. Employees
who work overtime, they are paid more. It shows that everybody gives a meaning to time.
As a communicator, we should recognize the receivers time language and we should adapt it
to fit the receivers mind.

D. Physical Context:
It means the meaning we give to our surrounding, it includes color and layout. We give
different reaction to different colors. So color should be chosen to create positive impression.
i. Color:-
It is found that different color combinations create different feelings. Generally black color
and gray color are associated with negative feelings. Blue color, yellow color creates positive
meanings. But still research on the effects of colors is not complete. However, it is sure that colors of
our clothing, office interiors etc. make impression. Knowledge of it will help us achieve desired effect
in communication.
ii. Layout and design:
It means the layout of the desk and chairs in an office. E.g. round table, square table, chairs
arranged in row and column etc. several books are written by interior decorators and architects on this
topic. They convey the formality and informality of the relationships. If we use them properly, they
will contribute to effective communication.

E. Paralanguage:
The last type of non-verbal communication is known as paralanguage. Paralanguage means
how a person says something. E.g. how fast or slow a person speaks, is the speech high pitched or
deep? Is the speech loud, forceful or barely audible? Is the speech smooth or disjointed? Which word
does the speaker emphasize? Even if the words in a sentence are same, their meaning changes with the
change in emphasis on different words.
The various voice tone express various emotional states like nervousness, happiness, anger
etc. paralanguage also includes pause and insertions like oh, uh, you know etc. The receivers of
the message have certain expectations about how things should sound. As a sender of the message, we
should consider strongly the expectations of the receiver of the message and we should construct our
message accordingly. We should blend what and how of the message for good communication.