COMMUNICATION

ommunication may have different meaning to different people in different context. Sometimes communication refers to a process and sometimes by the term communication we mean some human acts. It is a two way process. A single person

cannot constitute communication. The dictionary meaning of communication is The exchange of thoughts, ideas, message, knowledge, etc. by the way of speech, action or behavior. CHARACERSTICS OF COMMUNICATION Following are the important characteristics of communication. Communication is the fundamental and vital process to all the managerial actions. Imparting ideas and making oneself understood by others. It is a two way process which includes sending of message and receiving the reply of that message. A single person alone cannot constitute communication.

Communication is continuous and never ending process. It is an ever present activity and no work can be done without communication

ELEMENTS OF COMMUNICATION Communication consists the following elements. 1. SENDER

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He can also be called as the Communicator. The person who intends to transmit information is known as the sender.

2. MESSAGE The contents of communication such as orders, information, message, knowledge, labels, symbols, etc are the message of communication. The message is the most important part of communication. Thus the message of communication should be clear.

3. COMMUNICATION CHANNELS

Communication channels refer to the media through which the message of communication is passed on from the sender of message to the receiver of the message. It serves as a link between the sender and the receiver. The communication channel may be Formal or Informal. It may even be oral or written.

4. RECEIVER The person who receives the information or the person to whom the information is meant is called the receiver.

5. FEEDBACK
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It the response what the receiver of the message gives to the sender of the message.

MODES OF COMMUNICATION Communication takes place through various modes. Following are the modes of communication. 1. Verbal Communication 2. Non verbal Communication

VERBAL COMMUNICATION Verbal communication is a type of communication where in the message, information; etc is passed on to other person by the way of words. Words may be spoken or written. In verbal communication the sender shares his/her thoughts with the help of words. In an organization employees communicate with each other or with their senior/junior verbally in the form of dialogues, speech, presentations, etc to name a few. The tone of the speaker, the pitch of the speaker plays a very crucial role in verbal communication. The speaker has to be loud and clear and the content what has to be communicated should be properly defined. Unorganized thoughts only lead to confusion and misunderstanding among people. Thus due care has to be taken while having a verbal communication.

Verbal Communication is further divided into the following.

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1. Oral Communication 2. Written Communication 3. Visual Communication 4. Audio Visual Communication

ORAL COMMUNICATION Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication. Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required. Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust. Merits of Oral Communication 1. There is high level of understanding and transparency in oral communication as it is interpersonal. 2. There is no rigidity in oral communication .It allows for changes very easily and hence it is flexible.
3. The feedback in case of oral communication is very spontaneous. Thus it allows for quick

decisions without any delay.

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4. Oral communication is not only time saving but saves upon efforts and money also. 5. Oral communication is best in case of problem resolution. The conflicts , disputes etc can

put to an end by talking over them . 6. Oral communication is essential for team work and group energy. 7. Oral communication promotes moral among the employees of an organization 8. Oral communication is best used to transfer the private and confidential matters. Demerits of Oral Communication 1. Relying on oral communication is not sufficient 2. Oral communication is less authentic than written communication as they are very informal and unorganized in nature. 3. Oral communication is time saving only if they are short and to the point, but in case of speech and seminars and many other occasions they turn out to be unproductive. 4. It may be dangerous to use oral communication because it may happen that the information is not properly communicated. 5. It requires great attenuation on the part of receiver. 6. Oral communication has no legal record. This is the biggest drawback of oral communication.

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WRITTEN COMMUNICATION Written communication has great significance in todays 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. Merits of Written Communication 1. Written communication helps in laying down apparent principles, policies and rules for running of an organization. 2. It is a permanent means of communication. Thus, it is useful where record maintenance is required.

3. Written communication is more precise and explicit.

4. Effective written communication develops and enhances an organizations image.

5. It provides ready records and references.

6. Legal defenses can depend upon written communication as it provides valid records.

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Demerits of Written Communication

1. Written communication does not save upon the costs. It costs huge in terms of stationery and the manpower employed in writing/typing and delivering letters.

2. Also, if the receivers of the written message are separated by distance and if they need to clear their doubts, the response is not spontaneous.

3. Written communication is time-consuming as the feedback is not immediate. The encoding and sending of message takes time.

4. Effective written communication requires great skills and competencies in language and vocabulary use. Poor writing skills and quality have a negative impact on organizations reputation.

5. Too much paper work and e-mails burden is involved.

VISUAL COMMUNICATION

Visual Communication is a quarterly, peer-reviewed academic journal publishing top research in visual studies. It welcomes contributions from scholars in anthropology, sociology, history and scientific research. Articles cover still and moving images; graphic design and typography; visual phenomena such as fashion, professional vision, posture and interaction; the

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built and landscaped environment; and the role of the visual in relation to language, music, sound and action. Merits of Visual Communication 1. Visual Communication is less boring. With the help of various pictures we can catch public attention at a great extent.
2. Visual communication is able to emphasize references that you can touch on in the

speech but stay constant on the visual 3. Depending on the person presenting it can be a good tool to adjust tempo which is good for long speeches with the help of visual communication. Demerits of Visual Communication
1. Sometimes it may so happen that the visuals might be distracting the audience from what

we are trying to convey to the receiver. 2. At times it may even happen that the speaker relies too much on the visuals and doesn't present the material as well as they could.

AUDIO VISUAL COMMUNICATION It is a powerful medium of communication which is a combination of sound and sight. It may also use some written words. Audio visual communication is proved the most powerful, useful and suitable for mass communication and mass publicity. Very large business concerns
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very often make use of audio visual communication technique to educate their workers as well as popularize their products. Merits of Audio Visual Communication
1. Audio Visual Communication helps in mass communication and hence reduces cost and

time investment
2. Audio visual communication is a very attractive mode of communication. 3. The message conveyed by this type of communication can be understood by all kinds of

individual from kids to adults, from educated to uneducated.

Demerits of Audio Visual Communication 1. Many a times it so happens that the intended message is not convayed properly 2. Audio visual communication is completely ineffective if it is not short and precise. 3. Audio visual communication involves high technology.

NON VERBAL COMMUNICATION Well nonverbal communication is as important as verbal communication because

there is a famous proverb saying that " Actions Speak Louder than words", so your gestures , postures , eye contact....each play a major role Imagine yourself in a situation, where you

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cant speak but have to communicate urgent information to the other person or for that matter, you are sitting in an important meeting and you want to express your displeasure or pleasure to your colleague without uttering even a word. Here non verbal mode of communication comes into picture. Facial expressions, gestures, hand and hair movements, body postures all constitute non verbal communication. Any communication made between two people without words and simply through facial movements, gestures or hand movements is called as non verbal communication. In other words, it is a speechless communication where content is not put into words but simply expressed through expressions If one has a headache, one would put his hand on his forehead to communicate his discomfort - a form of non verbal communication. Non verbal communications are vital in offices. Nonverbal communication includes the following things. 1. Facial expression 2. Gestures 3. Movements 4. Eye contact 5. Nodding the head 6. Physical appearances Merits of Nonverbal Communication

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1. You can communicate with someone who is hard of hearing of deaf. 2. You can communicate at place where you are supposed to maintain silence. 3. You can communicate something which you don't want others to hear or listen to. 4. You can communicate if you are far away from a person. The person can see but not hear you. 5. Non-verbal communication makes conversation short and brief. 6. You can save on time and use it as a tool to communicate with people who don't understand your language. Demerits of Nonverbal Communication 1. You cannot have long conversation in case of nonverbal communication 2. In nonverbal communication we cannot discuss the particulars of your message 3. Nonverbal communication is difficult to understand and requires a lot of repetitions. 4. Nonverbal communication cannot be used as a public tool for communication. 5. Nonverbal communication is less influential and cannot be used everywhere. 6. Not everybody prefers to communicate through non-verbal communication. 7. Nonverbal communication cannot create an impression upon people/listeners. TYPES OF COMMUNICATION

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Communication has various types. Some of the types of communication are listed as follows Formal Communication Informal Communication

FORMAL COMMUNICATION A type of verbal presentation or document intended to share information and which conforms to established professional rules, standards and processes and avoids using slang terminology. The main types of formal communication within a business are (1) downward where information moves from higher management to subordinate employees, (2) upward where information moves from employees to management and (3) horizontal where information is shared between peers.

INFORMAL COMMUNICATION Informal communication is a casual form of information sharing typically used in personal conversations with friends or family members. Within a business environment, informal communication is sometimes called the grapevine and might be observed occurring in conversations, electronic mails, text messages and phone calls between socializing employees.

BARRIERS IN COMMUNICATION

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Communication is a process beginning with a sender who encodes the message and passes it through some channel to the receiver who decodes the message. Communication is fruitful if and only if the messages sent by the sender are interpreted with same meaning by the receiver. If any kind of disturbance blocks any step of communication, the message will be destroyed. Due to such disturbances, managers in an organization face severe problems. Thus the managers must locate such barriers and take steps to get rid of them. There are several barriers that affects the flow of communication in an organization. These barriers interrupt the flow of communication from the sender to the receiver, thus making communication ineffective. It is essential for managers to overcome these barriers. The main barriers of communication are summarized below. 1. Perceptual and Language Differences: Perception is generally how each individual interprets the world around him. All generally want to receive messages which are significant to them. But any message which is against their values is not accepted. A same event may be taken differently by different individuals 2. Information Overload: Managers are surrounded with a pool of information. It is essential to control this information flow else the information is likely to be misinterpreted or forgotten or overlooked. As a result communication is less effective. 3. Attention: At times we just not listen, but only hear. For example a traveler may pay attention to one NO PARKING sign, but if such sign is put all over the city, he no longer listens to it. Thus, repetitive messages should be ignored for effective communication. Similarly if a superior is engrossed in his paper work and his subordinate

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explains him his problem, the superior may not get what he is saying and it leads to disappointment of subordinate.
4. Time Pressures: Often in organization the targets have to be achieved within a specified

time period, the failure of which has adverse consequences. In a haste to meet deadlines, the formal channels of communication are shortened, or messages are partially given, i.e., not completely transferred. Thus sufficient time should be given for effective communication. THE FOUR CS OF COMMUNICATION Good communication plays a very important role in this global world. Thus what we communicate, how we communicate and the way we communicate is very important. For an effective communication the following four cs are to be strictly followed. The four cs are
1. Comprehensive: Communication be verbal or nonverbal should always be short and

conscious. Too lengthy communication should be preferably avoided.

2. Credible: To make an impact, the message which we are sending and the way we are

sending should be credible. An important message should always be backed with data and research gathered from a reliable source
3. Connect: A communication which lacks credibility may still work if it is able to

connect with its audience. It is the most important C of communication.

4. Clarity: It is another important C of effective communication. The communication

must be clear so that they require message is passed on from the sender to the receiver.

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BUSINESS LETTERS Writing business letters is usually an elementary skill, but one that is easily forgotten without practice. Unless it's something done with frequency, such as part of a particular job, proper business letter form should be reviewed to prevent embarrassment. Certainly, those who receive business letters are used to seeing them and will notice a letter that deviates from the rules. The act of following these accepted rules and expectations--which indicates that you are a responsible person who can be counted upon to know the rules of civil business discourse--lends meaning to a properly constructed business letter. Business letters are used for a wide variety of purposes, from requesting information to requesting a job. Business letters can be used for correspondence between businesses, such as, say, with relation to a potential or existing contract. They can also be used for official communication between employees of the same business. Letters can be sent to lodge a complaint, acknowledge a service, place an order, request information, or reply to a previous letter. ELEMENTS OF BUSINESS LETTERS

HEADING: Most companies use letterhead--stationery with the companys logo, name, address and other contact and identifying information. If the company does not have letterhead, the companys full name and address should be typed at the top of the page.

DATE: Letters should always include a date. You enter dates two to six lines below the heading, depending on the length of the letter. Use the full month name spelled out, then

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the day, followed by a comma, and then the four-digit year, for example, December 4, 2012

REFERENCE: Include a reference line to identify a file or case number, invoice number or any other internal identifying information, if your company requires one. Some companies have specific reference codes that they place either in a reference line below the date, or at the very bottom of the letter.

ADDRESSEE: Your letter should include the name of the addresses with their title (Ms. J. Jones, Dr. Charlene Price), followed by her company name and full address, including the postal code.

SUBJECT: Adding a subject line makes it easier for the reader to quickly understand the situation. Normally the subject sentence follows the word Subject: or Re: (regarding). Place the subject after the addressees address and before the greeting.

SALUTATION: The salutation is your greeting. Most salutations begin with Dear followed by either the recipients first name, or title and last name. Endeavor to address all letters to an actual person. However, if you dont know the persons name, use Dear Madam/Sir, or the job title, such as Dear Accounting Manager.

BODY: The opening paragraph should always state why you are writing. Then, in a simple and straightforward manner, explain the situation, the solution, the suggestion or whatever other message you need to get across to the recipient. Be as brief as possible since long complicated messages often distract readers. Start a new paragraph whenever you begin a new subject.

CLOSE: Always use a complimentary close. It is a short, polite closing followed by a comma. When the letter is impersonal, use Yours truly. If the letter is to someone
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above you in rank, use Respectfully yours. If you have a personal connection to the addressee, use Sincerely or Sincerely yours.

SIGNATURE: Four spaces below the close, type your full or business name. In the space in-between, you will hand write your signature in ink. Use black or dark blue ink for your signature.

ENCLOSURES: They refer to the additional material added to the letters. For e.g. resume bio data etc.

POSTSCRIPT: To add information not necessarily related to the letter, like a personal note, include a postscript (P.S.) at the bottom. As far as possiable it must be avoided.

FORMS OF BUSINESS LETTERS 1. Blocked Style

2. Semi Blocked Style 3. Modified Blocked Style

BLOCKED STYLE In the classic block style of business letters, all elements of the letter are flush with the left margin. If you are writing this form of letter, you will not use any indentations.

Sample: 1 1/2 inch margin <- 1 1/4

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Company Logo or Letterhead

inch margin ->

6-10 spaces

March 15, 2001

2-4 spaces

Mr. John Smith, Director of Operations ABC Group Some Street Drive Some town, VA 12345 2 spaces Dear Mr. Smith : 2 spaces Thank you for your inquiry about Full-Block format for letters. What follows is a quick summary of the format and the conventions it uses. Full block format is considered the most formal of the three styles. In full block format or style, every line is left justified. The dateline is placed two to six line spaces below the last line of the heading or letterhead. The inside address placement varies depending upon the length of the letter. A common spacing is four line spaces below the date line. The salutation is placed two lines below the attention line (if an attention

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line is provided). The first line of the body is placed two lines below an attention line or two to four lines below the last inside address line. When using full block, paragraphs are single spaced, with a double space between paragraphs. While there are no set rules governing format use, full block is generally used for (1) requests or inquiries, (2) claims, (3) announcements, (4) records of agreement, (5) transmittal of other technical documents, and (6) job applications. Most other types of letters use semi-block or simplified format. This page illustrates the spacing and layout of full block format. 2 spaces Sincerely yours ,

4 spaces

Dr. Sheila Carter English Instructor 2 spaces SCT/ 2 spaces Enclosure 1 1/2 inch margin

SEMI BLOCKED FORMAT

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When using the semi block format, indent to the middle of the page to type the return address and the date. The inside letter and the greeting both remain left-justified. When you type the body of the letter, indent five spaces before starting the first paragraph. At the end of the first paragraph, double-space and indent five spaces before typing the second paragraph. Follow this pattern throughout the body of the letter. Indent to the middle page before typing your closing, signature line, and any information about enclosures.

Sample:

Ishika Porwal 69/B Yashwant Vihar Nanawadi Belgaum 590009 9538609427 December 4, 2012 Marketing Director Demon Publications

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2201 South Maple Street Salt Lake City, UT 84797 Dear Sir/Madam I would like to order ten (10) copies of the book, Touchy Situations: A Conversation Text for ESL Students. I recently came across this book at a local teachers' conference and was very impressed by its format and contents. Could you please send the books by express mail? I need them for class next Monday. Also, would you mind sending your latest catalog or brochure? Thank you for your prompt attention. I look forward to hearing from you soon. Regards Trent Chang

MODIFIED BLOCKED FORMAT In the modified block form, indent to the center of the page before typing your return address and the date. The inside addresses, greeting, and body of the letter are all left-justified. Indent to the middle of the page again for your closing, signature line, and notice of enclosures.

Sample:
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Ishika Porwal 69/B Yashwant Vihar Nanawadi Belgaum 590009 9538609427 December 4, 2012 Marketing Director Demon Publications 2201 South Maple Street Salt Lake City, UT 84797 Dear Sir/Madam I would like to order ten (10) copies of the book, Touchy Situations: A Conversation Text for ESL Students. I recently came across this book at a local teachers' conference and was very impressed by its format and contents. Could you please send the books by express mail? I need them for class next Monday. Also, would you mind sending your latest catalog or brochure? Thank you for your prompt attention. I look forward to hearing from you soon. Sincerely

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Ishika Porwal KIND OF BUSINESS LETTERS Business letters are written for various purposes. Therefore there are many kinds of business letters as there are various purposes for writing business letters. Following are few types of business letters. They are: Letter of Intent: A letter of intent spells out in detail the circumstances under which an agreement between the writer and the reader would be made. It is not a contract; it merely states the intent to enter an agreement.

Sales Letter Written to persuade the recipient to buy a product or service, sales letters are usually a part of a direct-mail marketing campaign and often are accompanied by packets, brochures, illustrations and/or catalogs.

Information Request Letter In an information request letter, the writer requests information and explains why he needs it and/or how it will be used.

Information Response Letter

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An information response letter is written in response to a request. Its purpose is to answer questions or provide requested information. It also may promote the business's products or services. Customer Claim Response Letter In a customer claim response letter, the writer attempts to rectify the complaint spelled out in the customer's claim letter. It should regain the recipient's confidence in the business and promote it. Order Request Letter An order request is a letter in which a purchase is authorized. It lists the items being ordered vertically and typically includes the quantity, order number, description and unit price of each item.

Submitted By: Ishika Porwal

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