BUSINESSCOMMUNICATION525M.B.A. Q.1 Somethinkersopinionisthatvocabularyinsociallife is most important tool for effective communication. Why?Whatarethesituationsinwhichyouwillfinda goodvocabularytobeinvaluable?

COMMUNICATION: It is a vital ingredient in allhuman interactions. It is through communication that thoughts, ideas, feelings andemotionsaretransmittedamongpeople. Thereisa varietyofwaysinwhichthinkersdefinecommunication. In communication use of vocabulary plays a vital role. Accordingtoarecentsurveypoorcommunicationskillsis themaincareerhandicapofyoungpeopletoday. VOCABULARYINSOCIALLIFEASANIMPORTANTTOOL: Inoursociallifethebookswehaveread,thegameswe play, school subjects, hobbies all our interests are reflected inourvocabulary. Itisnosurprisethenthat teachers and parents rely on vocabulary growth as one way of measuring success in school. Knowing many words,ofcourse,doesnotmakeanyoneagoodstudent automatically. But hardly anyone does well in school withoutdevelopingagoodvocabulary. Our jobs, promotions and professional reputation often dependonthesuccessorfailureofourwrittenandoral communication.Alsowefindthatabilitytocommunicate effectively is a valuable asset during many activities in ourpersonallife. Effectivecommunicationwrittenorspokenalsohelps tobetteraccomplishvariousaimsinpersonalactivities. We will some thing need to write letters, proposals, or reports, or to present our views orally, whatever our purposeswewillusuallyachievethemeffectivelywhenwe apply the same skills that help us to communicate effectively.

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EFFECTIVEINTALKING: Different words convey different meaning to different people. Some make mistakes while talking to others. Some use irritating words, which can upset others. Having command on vocabulary people can select right words while talking with others. The right choice of words, even of a single word, may make the difference betweensettlinganimportantissueathandorignitinga societywidedispute. The ability to communicate well can help us get along withothers.Itcaninspireotherstolikeandfollowus.In addition, if we adopt the habit of making cordial comments to those we work with and of sending short notestopeopleweknow,wewillsoonhaveanextensive networkofcontactswhowishuswell. Usingtherightwordintherightplaceisacrucialskillin business communication. The following sets of words soundsimilar,weshouldbecarefulnottouseonewhen wemeantousetheother: Attheenditispertinenttosaythatvocabularyinsocial lifeaswellasinthelifeofbusinessismostimportanttool foreffectivecommunication. Ascommunicationmaybe written, verbalor nonverbal.Writtencommunicationis basedonletters,notes,memosetc.,whereastheverbal communicationisbased onoral,e.g. discussion, verbal order, dialogue etc. and nonverbal communication is through body language, i.e. gestures, facial and other expressions.Inallofthemvocabularystandsasabasic element.

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Q.2

(a) Draw an organizational chart of any big organizationandshowthathowmuchitreflectsabout the lines of communication, lines of authority and decisionmakingintheorganization. Theaboveorganizationalchartshowsaboutthelinesof communication,linesofauthorityanddecisionmakingin theorganizationinthemannerdescribedinthenextpage LINESOFCOMMUNICATION: Formal lines: The formal flow of information flows the official chain of command. The formal communication networkistheofficialstructureofanorganization,which is typically shown as an organization chart. There are threetypesofformallinesofcommunication: Downwardcommunicationflow:Managersdirectand control the activities of lower level employees by sendingmessagesdownthroughformalchannels. Upward communication flow: Messages directed upward provide managers with the information they needtomakeintelligentdecisions. External communication flow: Formal official channels through this flow also permit messages to flowfromdepartmenttodepartment. Informal lines: The informal communication network consists of Horizontal, ad hoc, and linebypass relationships.Thisnetworkcarriesinformationalongthe organizationsunofficiallinesofactivityandpower. LINESOFAUTHORITY: Theabovechartillustratesandsummarizesthelinesof authority through the formal line and each box representingalinkinthechainofcommand.

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DECISIONMAKING: As illustrated through the chart, decision making lines flowthroughformallinesofcommandfromtoptobottom oftheorganization. Q.2

(b)

There are many management theories given by different management theorists. Write communication implications of each theory separately.

There are various schools of thought of management whichrepresentdifferentapproachestomanagementas putforwardbythefoundersoftheseschools.Someofthe morecommonoftheseapproachesaredescribedbelow: CLASSICALSCHOOL: A set of management theories that focus on increasing theefficiencyoftheorganizationasawhole. u SCIENTIFICMANAGEMENT FREDERICKWINSLOWTAYLOR The scientific theory of management treats the managementprocessasascience,i.e.asasetofgeneral rules which can be successfully followed by any practicing manager for improvement of employee efficiency. This theory of management was founded by FrederickW.Taylorin1911, whoisalsoknownasthe father of scientific management. The objectives of his theoryare: Therulesofthumbinmanagementshouldbe replaced with scientific (organized) knowledge. In group efforts, harmony should be achieved.

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Instead of chaotic individualism, managementshouldseekcooperationamong workers. The management should strive for the maximum,ratherthanrestricted,output. All workers should be developed to the maximum for their own and the companys prosperity.

Amongthemajorfollowersofscientificmanagementare HenryL.Gantt,FrankGilbrethandLillianGilbreth. Communicationimplications:FrederickTaylorhad

not given clear picture in his approach about the communicationanditsfunctionbuthehadshownalittle importancetodownwardcommunicationforachievement oforganizationaltasks. u BUREAUCRACY MAXWEBER(18641920) Max Weber was a German Sociologist. His theory of bureaucracy was meant to rationalize the practice of management. As per his approach a management emphasizesastructuralorganizationinwhichpositions andauthorityaredefinedaccordingtoformalrules. Communicationimplications:Webersapproachof a structural organization is highly formalized. He emphasizes on downward communication instead of horizontal relationship in the organization that should initiate at the top of hierarchy or in a formal chain of command. u ADMINISTRATIVEMANAGEMENT HENRIFAYOL(18411925)

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BUSINESSCOMMUNICATION525M.B.A. HenriFayolidentifiedinhisadministrativemanagement sixfunctionsofanybusinessorganization. Inwhich(i) technical activities such as production; (ii) commercial activities such as buying and selling; (iii) financial activities i.e., finding capital; (iv) security activities i.e., protecting property; (v) accounting activities such as balance sheet; and (vi) managerial functions i.e., planning,organizing,leadingandcontrolling. Communication implications: Henri Fayol emphasizes the necessity of every formal flow of communication as well as informal communication to achievetheobjectivesoforganizationalproductivity. He realized the importance of time and suggested a Gang Plankprincipletoreducethechannelsandthetimein thecommunication. THEHUMANRESOURCESSCHOOL: A management perspective that views employees as respondingtotheinterpersonalprocesseswithinthework unit. u THEORYXANDTHEORYY DOUGLASM.MCGREGOR(19061964) In his approach he contrasted the traditional managementviewsofemployees(TheoryXemployees areseenaslazy,unambitiousandinneedofcoercionto complete work tasks) with his new view of employees (Theory Y employees are seen as interested in assumingresponsibility,capableofinnovativeapproaches to work problems and having no inherent distaste for work) Communicationimplications:Asperassumptions about the Theory X, the communication implications willbedownwardwiththeobjectivetoconveyordersand

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BUSINESSCOMMUNICATION525M.B.A. commandandtherewillbenoprovision ofresponseor feed back. As far as Theory Y is concerned, the communication implications of this approach is that communication flows naturally without any traditional barriers in formal way i.e., upward, down ward and horizontallyaswellasinformallytoachievetheobjectives ofbinding theorganizationtogethertoformaneffective workunit. LINKINGPINMODEL&FOURSYSTEMSOFMANAGEMENT ResisLikertinhisapproachanalyzedorganizationsand developedacontinuumoffourorganizationtypes.Atone extremeisthetraditionalorganizationthatreliesheavily onformalauthorityandformalchainofcommand.Atthe otherextremeisanidealformoforganizationthatrelies on managers and employees collaboration uses a wide array motivational processes and encourage freer interactionamongorganizationmembers. Communicationimplications: Atoneextremethe informational flows downward, so that manager can be abletoknowlittleoftheproblemsfacedbysubordinates. Between manager and subordinates rarely communicationaboutorganizationachievements.Atthe otherextremecommunicationflowsthroughformalliens and manager understand the problems faced by the subordinatesandcommunicationbetweenmanagersand subordinatesflowsfrequentlyandfreely. THESYSTEMSAPPROACH DANIELKATZANDROBERKAHN Inthisapproachtomanagement,everyentityisregarded as an open system, which has a boundary and also interactswithitsexternalenvironment.Ittreatsnotonly physicalaspectsbutalsohumanbeingsandconceptsas systems, and then studies the results of interactions betweensystems.Theadvantageofthistheoryisthatit
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BUSINESSCOMMUNICATION525M.B.A. providesaneatandsystematicapproachtomanagement. However, it cannot be applied to all types of circumstances. Communication implications: In this approach necessity and importance have given to horizontal relationship to achieve the objectives of organization to formaneffectiveworkunit. CONTINGENCYTHEORYSITUATIONALAPPROACH JOANWOODWARD,PAULLAWRENCE&JAYLORSCH In this approach, a managers decisions and actions dependupontheparticularsetofcircumstancesandthe environment, i.e. they will be different in different situations.Thistheoryalsorealizesthatmanagementis bothascienceandanart,andthebestwaytoperform managerialpracticeistoapplybothsciencepartandthe art part. The science part is applied through our theoretical knowledge, whereas the art part is applied through intuition and experience. The contingency approach to management is, considered tobe the most usefulandsuccessfulofallmanagementtheories. Communication implications: This approach permits managers to communicate with people to understand their different views as well as to resolve conflict through formal structure or face to face interaction.

Q.3

Tomakeyouroralpresentationyouhavefourchoices ofkindsofspeakingfordeliveringthemessage.What arethese?Discusstheseindetail.

There are a variety of delivery methods in which four choicesaremorecommontochoosefrom.Thesekindsof speakingfordeliveringthemessageare(i)Memorization method, (ii) Manuscript reading method, (iii)
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BUSINESSCOMMUNICATION525M.B.A. Extemporaneous method, and (iii) Impromptu method. Thesearediscussedindetailasunder: MEMORIZATIONMETHOD Thisreferstomemorizinganentirespeech,fordelivery. Thisactofdeliveryisnotsuccessfulbecauseitispossible toforgetthelinesofspeech. Furthermore,amemorized speechoftensoundsverystiffandstilted.Itisuseful,if wememorizeaquotation,anopeningparagraphorafew concludingremarkswhichwillgiveusconfidence. This actisalsousefulfortrainedactors. MANUSCRIPTREADINGMETHOD This art refers to reading the entire written speech for delivery. Thisactisoftenusedbydeliveringatechnical orcomplexpresentation.Thisartwantsenoughpractice sothatthepresentercanstillmaintaineyecontactwith the audience. This art is often used by government officials giving policy statements. Demand of this art from presenter is enough practice. Largespaced typed withwidemarginspageshelpfulinpresentation. EXTEMPORANEOUSMETHOD Speakingfromnotesisgenerallythebestwaytohandle delivery. Itismosteffective andeasiest mode. Inthis wayspeakerdeliversspeechwiththehelpofanoutline, notecards,orvisualaids. Itgivessomethingtoreferto an still allows for eye contact and interaction with the audiences.Thisartalsoprovidesthefacilitytospeakers ofexpendingorreducingthepointsoftheirspeechasper demandoftheaudience. IMPROMPTUMETHOD

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BUSINESSCOMMUNICATION525M.B.A. Thisrelatestoimpromptuorunrehearsedspeechthatis delivered in two situations. One is, when the speaker agreed to speak but have neglected to prepare the remarks. Theotheriswhenspeakercalledontospeak unexpectedly. Thiswayisgoodonlyforthosewhoare extremelygoodpublicspeakers.

Q.4 (a) Discuss two examples of how your nonverbal communicationcontradictyourspokenwords.

NONVERBALCOMMUNICATION Nonverbal communication which is the process of communicatingwithoutwords,allowustocommunicate through cues, gestures, vocal qualities, spatial relationships and attitudes toward time. Action is the ultimate form of communication. It speaks with an unmistakable voice. It has few rules and often occurs unconsciously. Nonverbal communication contradict ourspokenwordsinfundamentalways. For example we cannot pick up a book on nonverbal language and master the vocabulary of gestures and expressions that are common in our culture. For one thing,itislessstructured,whichmakesitmoredifficult tostudy. Asnooneteachesababytocryorsmile,yet theseformsofselfexpressionarealmostuniversal. Non verbal communication also differs from verbal communicationintermsofintentandspontaneity. We generallyplanourwords.Whenwesay,Pleasegetback to me on that order by Friday, we have a conscious purpose. We think about the message, if only for a moment. However,whenwecommunicatenonverbally, wesometimesdosounconsciously. Wedonotmeanto raise an eye brow or blush. Those actions come

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BUSINESSCOMMUNICATION525M.B.A. naturally.Withoutourconsent,ouremotionsarewritten alloverourfaces.

Q.4

(b)

Listsixnonverbalmessagesyourhavenoticed business people convey by body language or appearance.Doyouconsiderthemfavourableor unfavourable?Why?

NONVERBALCOMMUNICATION Nonverbal communication allow us to communicate through cues, gestures, vocal qualities, spatial relationshipsandattitudestowardtime. Thisartisalso used in business community by conveying important signals. THELANGUAGEOFHANDS: Open outcry system in the stock market is a classic example of the ageold auction market at work in businesscommunity. Witheverytraderactingashisor her own auctioneer. All eyes are focused on the pits, where bids and offers are conveyed by voice and with hand signals. The rule of thumb, the louder, more energeticandbetter. MESSAGESIGNALS: USEANDMEANINGS: Buyingacontract:Bids(tobuy)aresignaledbyholding thepalmofthehandfacingonesbody. Sellingacontract:Offers(tosell)aresignaledbyholding thepalmofthehandawayfromonesbody.

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BUSINESSCOMMUNICATION525M.B.A. Indicatingaprice:Pricequotes,foreitherbidsoroffers, may be indicated by a series of hand signals made directlyinfrontofonesbody,witharmsvigorouslyup stretched. Prices one through five are quoted with vertically extendedfingers. Pricessixthroughnine arequotedwithfingersextended horizontally.Zeroisindicatedbyaclosefist. Indicating a quantity: The number of contracts to be boughtorsoldisquotedinthesamewayaspricesare indicated except that the signaling hand is held near oneshead. FAVOURABLEORUNFAVOURABLE: Together,theshoutsandthehandsignalsconstitutean intricate network of communication that appears to be uncontrolled, but which is, in fact, extremely orderly. That efficiency however, does nothing to diminish the excitement onthefloor. Indeedthewildlygesticulating upstretched hands and the strenuous activity combine to make this grand auction one of the most visually dramaticdemonstrationsofthelanguageofhands.

Careful planning is essential for successful speeches,shortorlong. Thebetteryoupreparein advancethemoreconfidenceyouwillhaveonstage. Preparationusuallyrequiressomeimportantsteps. Whatarethese?Discussimportanceofeachstep. Atsomepointinourcareerwearelikelytobecalledonto giveaspeechorpresentation. Shortspeeches(5to15 minutes) are organized like letters and short memos. Longspeeches(uptoanhourormore)generallyinvolve

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BUSINESSCOMMUNICATION525M.B.A. morecomplexsubjectsandrequiremoreinteractionwith the audience. Short or long speeches are usually organized with important steps, i.e., an introduction, a body,andaclose.Importanceofeverystepisessentialin itsplaceforsuccessfulinpreparationofspeeches. INTRODUCTION:

This step is used to captures attention of the audience andpreviewsthecontentsofthespeech.Inintroduction speaker alsoestablisheshiscredibilityontheaudience. Arousing interest of the audience purpose statement, quotation,question,referencetotheoccasionsareused. But it will be in mind of the speaker to use them in moderationandwithgoodtaste.Forbuildingcredibility, itisoneoftheaspectsthatthespeakerwithoutboasting, mustexplainwhyheisqualifiedtospeakonthesubject. Forthepurposeofpreviewingthecontentsofthespeech it should be in the manner that it should summarize main idea, identify the supporting points, and indicate theorderofdevelopmentofthesepoints. BODY:

Thisismainpartofthespeech.Itcontainsmainmaterial forachievementofspecificpurposeconsistingofthreeto four main points. This part explains the relationship betweensubjectofthespeechandfamiliarideas.Forthe purpose of holding the audience attention the speaker shouldmakesomeeffortsliketopauseoccasionally for questions, or comments from the audience and to use visualaidsforclarificationandstimulation. CONCLUSION:

Thisislastpartofthespeech.Thisisalsoanimportant step as the beginning step because audience attention peaks at this point. After covering the main points, in

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BUSINESSCOMMUNICATION525M.B.A. conclusionthespeakershouldleaveastrongandlasting impression by repeating main ideas of the speech and restate the main points and recommendations with a memorablestatementthatmotivatestheaudiencetotake action.Forthepurposeofconclusionofthespeech10% ofthetotaltimeshouldbedevoted.Beginconclusionby tellingaudiencethatitisgoingtofinishsothattheywill makeonefinalefforttolistenintently.

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