COMMUNICATION SKILLS Communication is the act of conveying information for the purpose of creating a shared understanding .

Its something that humans do everyday. The word , communication comes from the latin word , communis , meaning , to share and includes verbal, non-verbal and electronic means of human interaction. Humans convey information through a variety of methods: speaking, telephones , email, blogs, TV, art , hand gestures , facial expressions , body language and even social contexts . Communication can occur instantaneously in closed , intimate settings or over great periods of time in large public forums , like the internet. However , all forms of communication require the same basic elements: A speaker or sender of information ( encoding) A message An audience or recipient ( decoding)

The sender and recipient must also share a common language or means of understanding each other ,for communication to be successful. The act of communicating draws on several interpersonal and intrapersonal skills. These include speaking , listening, observing, questioning, processing, analyzing and evaluating . Recipients of a message must be able to identify the senders intent , take into account the messages context , resolve any misunderstandings , accurately decode the information and decide how to act on it. Such skills are essential to learning , forming healthy relationships , creating a sense of community and achieving success in the workplace . In todays globalized , media driven world, communication studies have become more relevant and exciting than ever. NEED AND IMPORTANCE OF COMMUNICATION 1) Life blood of business: Today , information is the life blood of business. Information based systems like Management Information Systems (MIS), Decision Support Systems (DSS), and Strategic Information Systems (SIS) all depend on communication . A business cannot function without open and effective communication 2) Global business environment : There is a need for effective communication when dealing with people of different cultures and languages 3) Large scale operations : Due to expansion, size and decentralization of the organization , effective communication is inevitable for co-ordinating the various affairs of the organization

4) Technological advancements : The world is changing rapidly due to scientific and technological advancements. Communicating to the people through modern technologies is very important 5) Cut throat competition : Liberalization and globalization have resulted In severe competition . Persuasive communication in the form of advertisements, personal contacts and publicity becomes essential to survive in the race of competition. 6) Motivation and morale : Communication plays a significant role in inspiring workers to work hard and in developing positive attitudes. Managers can increase self confidence and job satisfaction of employees by keeping in close touch with them 7) Social role : Every organization has a social responsibility towards the customer , govt., suppliers and the public. Communication with them is the only way to project a proper image of an organization.

Why do you need professional communication skills Because they are the keys to your getting done what you need to get done in your career. You already have your formal education and training in your area of expertise . Now you find yourself at work, with a whole bunch of other people who you may or may not know or may not like . Either way , in order for you to succeed , you have got to work with these people . the better you can work with them , the greater is your opportunity for success. Effective communication skills gives you an advantage over others. Knowing how to best communicate your message enables you to be a stronger persuader , so you can influence your seniors and your peers agree with you. This may sound initially like its manipulation but it isnt . with good communication skills , you are able to describe and illustrate why your ideas are the best for them and the company you work for. Everyone has to sell their ideas and when you can communicate yours to those around you, and help them understand how your idea helps them , they will support you. So, its not manipulation its your communicating a good idea. Strong leaders have good communication skills. Think of all the effective leaders you possibly can. What do they do better than others ? Communicate ! Learn how to be a good communicator and you will be on your way to becoming a leader . Why ? because you are able to communicate the direction the team needs to go while inspiring the team members to get there. Who can lead , without being able to effectively communicate the direction to the team ? Who can get a team to follow him if he cant motivate and inspire them ? When you are working on your communication skills , you are also working on your speaking skills to enable you to get in front of a group of people and give interesting , motivating and worthwhile presentations.

You get your audience to understand how the content of your presentation affects them and how they can benefit from listening to you speak. Types of Business Communications There are two types of Business Communications in an organization: 1) Internal 2) External Internal Communication It includes all communication within an organization . It may be informal or a formal function or department providing communication in various forms to employees . Effective internal communication is a vital means of addressing organizational concerns. Good communication may help to increase job satisfaction , safety , productivity and profits and decrease grievances and turnover. Under Internal business communication types there comes: 1) Upward Communication 2) Downward communication 3) Horizontal/lateral communication a) Upward Communication : Upward communication is the flow of information from subordinates to superiors or from employees to management. Without upward communication , management works in a vacuum , not knowing if messages have been received properly , or if other problems exist in the organization. By definition , communication is a two way affair. Yet, for effective two way organizational communication to occur, it must begin from the bottom. Upward communication is a means to : Exchange Information Express enthusiasm Achieve job satisfaction Provide feedback b) Downward communication: Information flowing from the top of the organizational management hierarchy and telling people in the organization what is important (mission) and what is valued ( policies) Downward communication comes after upward communications have been successfully established . this type of communication is needed in an organization to : Transmit vital information Encourage two way discussion

Announce decisions Seek co-operation Provide motivation Boost morale Increase efficiency Obtain feedback

Both upward and downward communication are collectively called , vertical communication c) Horizontal/lateral communication Horizontal communication normally involves coordinating information and allows people with the same or similar rank in an organization to cooperate or collaborate . Communication among employees at the same level is crucial for the accomplishment of work. Horizontal communication is essential for : Solving problems Accomplishing tasks Improving teamwork Building goodwill Boosting efficiency

External communication Communication with people outside the company is called , external communication. Managers communicate with sources outside the organization, such as vendors and customers. It leads to better: Sales volume Public credibility Operational efficiency Company profits

It should improve: Overall performance Public goodwill Corporate image

Ultimately , it helps to achieve : Organizational goals Customer satisfaction

METHODS / MODES OF COMMUNICATION We all know the importance of communication in our daily lives. Nothing can take place without some method of communication being used to express ourselves. Communication is even more important in a business environment as there are several parties involved. Various stakeholders , whether they are customers , employees or the media , are always sending important information to each other at all times. Types of communication a) Oral b) Written c) Non-verbal Written communication Writing is used when you have to provide detailed information such as figures and facts, even while giving a presentation. It is also generally used to send documents and other important material to stakeholders and others , which could then be stored for later use as it can be referred to easily as it is recorded . Other important documents such as contracts , memos and minutes of meetings are also in written form for this purpose. Written communication can be done through: 1) 2) 3) 4) Fax Email Letters/memos/ reports Manuals and printed material

Choosing the right method It is important that the most cost effective methods of communication are chosen for any organization. Questions to be asked before choosing a method of communication What is the target audience How much are you willing to spend on such an instrument Will it increase employee productivity in the long run What kind of information do we send out most often

You may have more questions to ask based on the type of work you carry out and the message that you need to send across. There is no ,right method of communication . You would need different methods for different purposes and tasks. Oral Communication Meaning, advantages and limitations Oral communication implies communication through mouth. It includes individuals conversing with each other , be it direct face to face conversation or telephonic conversation . Speeches , presentations , discussions are all forms of oral communication . Oral communication is generally recommended when the communication matter is of a temporary kind or when a direct interaction is required. Face to face communication (meetings, lectures , conferences , interviews ) is significant so as to build a rapport and trust. Advantages of oral communication: There is a high level of understanding and transparency in oral communication as it is interpersonal. There is no element of rigidity in oral communication . There is flexibility for allowing changes in the decisions previously taken. The feedback is spontaneous in case of oral communication . Thus , decisions can be made quickly without any delay. Oral communication is not only time saving , but it also saves upon money and efforts. Oral communication is best in case of problem resolution . The conflicts , disputes and many issues/ differences can be put to an end by talking them over. Oral communication is an essential for teamwork and group energy Oral communication promotes a receptive and encouraging morale among organizational employees. Oral communication can be best used to transfer private and confidential information / matters

Disadvantages and limitations of oral communication Relying only on oral communication may not be sufficient as business communication is formal and very organized Oral communication is less authentic than written communication as they are informal and not as organized as written communication Oral communication is time saving as far as daily interactions are concerned , but in case of meetings , long speeches consume lot of time and are unproductive at times. Oral communications are not easy to maintain and thus they are unsteady There may be misunderstandings as the information is not complete and may lack essentials. It requires attentiveness and great receptivity on part of the receiver/audience Oral communication (such as speeches) is not frequently used as legal records except in investigation work.

Different types of non-verbal communication Non verbal Communication Communication without using words is called non verbal communication . here the message is conveyed through body movements, paralanguage or by facial expressions. Example: A pounding fist on a table means anger. A forefinger and thumb touching to form a circle means , OK V = victory Thumbs up is a , goodluck or successful in mission sign.

In short we can say , in nonverbal communication we convey message through body movements , paralanguage , facial expressions and by different symbols. Types of non verbal communication 1) Facial expressions: Face is the index of the mind. It tells us what is happening within someone. Facial expressions especially movements of eyes have different meanings. Happiness, sorrow, fear are all types of emotions which can be expressed through our face and eyes. 2) Tone and volume of voice (Paralanguage)/paraverbal : different tone of voice can create different meanings of the same word (Come here) . In the words of Leisker and Pettit, Paralanguage involves how we say something. Thus our interest or boredom, happiness or sorrow or any other attitudes can be expressed through the pattern of our voice . 3) Body language : One of the major types of non-verbal communication is body language or , kinesics . we can also communicate our inner feelings through body movements. Not only by face and eyes but also convey messages by moving our hands , by shaking our shoulders or by nodding our head. 4) Gestures: A gesture is also a body movement but is a deliberate body movement to convey a specific message. Gestures include movements of the arms , legs, hands and head. Example: By waving our hands , we express , Good bye, by shaking our head from side to side we express, we do not know. 5) Personal appearance :Personal appearance includes our clothing , our grooming and our consciousness to styles. It projects our self image to others . A persons social status and attitude is expressed through his/ her personal appearance 6) Touching Behavior : Touching is an effective non verbal communication tool. Different , touch bear different meanings, for example: Types of touch Meaning

Pat on the back or the arm To support others opinion or boost up morale Slapping To express anger Touching top of the head with palm (asian To bless or express goodwill

countries)

7) Time language : There is an old saying , Time is money _ in modern business culture time is already important . By using our own attitude towards time, we can convey specific message. For example , in some countries , high officials show their importance by making other people wait for them . We can also demonstrate our eagerness or positive attitude by arriving on time. 8) Space and distance : Space and distance are also meaningful non-verbal communication technique. Two colleagues of same designation can sit side by side in an office or even can walk , hand in hand, but a subordinate has to maintain a specific distance from his boss . Thus space and distance between different individuals indicates their position and relationship among them. 9) Silence : Like many other type of non verbal communication a complete silence also can transmit our inner view of the mind. Both positive and negative attitudes can be expressed through silence

Reading
Reading is both a sensory and a mental process . it involves the use of the mind and the eye. Reading is limited to the interpretation of written and printed words. Reading is a physiological process, a psychological process, a social process , a cultural process and above all a linguistic process. The act of reading can be both skillful and rewarding ,provided the reader sets out to read with a receptive mind.

Speed Reading :
Speed reading is a collection of methods for increasing reading speed without an unacceptable reduction in comprehension or retention. Two frequently used methods are:

Skimming and Scanning

Skimming and scanning are two specific techniques , which enable you to cover a vast amount of material very rapidly . These techniques are similar in process but different in purpose .

Skimming:

Skimming is used to quickly identify the main ideas of a text. When you read the newspapers you are probably not reading word by word. Skimming is usually used when you have limited time or who have to read an article which may be of interest in your research. A) Skimming is useful in three different situations (i) Pre-reading skimming is more thorough than simple previewing and can give a more accurate picture of text to be read later (ii) Reviewing skimming is useful for text already read. (iii) Reading skimming is most often used quickly reading material that for any number of reasons , does not need more detailed information. (B) Steps in skimming an article Read the title it is the shortest possible summary of the content Read the introduction or the lead in paragraph Read the first paragraph completely If there are subheadings ,read each one, looking for relationships among them Read the first sentence of each remaining paragraph Dip into the text looking out for (i) Clue words that answer who, what , where etc (ii) Proper nouns (iii) Unusual words, especially if capitalized (iv) Enumerations (v) Qualifying adjectives (vi) Typographical cues (italics, boldface, underlining, asterisks etc)

Scanning:
Scanning is a technique you often use , when looking up a word in a telephone book or dictionary. You search for key words or ideas. In most cases , you know what you are looking for , so you are concentrating on finding a particular answer. Scanning is also used when you first find a resource to determine whether it will answer your questions. Once you have scanned the document, you might go back and skim it. (A) Scanning is very useful for finding a specific name , date , statistic or fact without reading the entire article. (B) Steps in scanning an article: Keep in mind at all times what are you searching for. If you hold the image of the word or idea clearly in mind, it is likely to appear more clearly than the surrounding words. Anticipate in what form the information is likely to appear- number, pronouns etc Analyze the organization of the content before starting to scan.

If the material is lengthy or difficult , a preliminary skimming may be necessary to determine , which part of the article to scan. Let your eyes run rapidly over several lines of print at a time When you find the sentence that has the information you seek, read the entire sentence In scanning, you must be willing to skip over large sections of text without reading or understanding them

INFERRING :
Read with purpose and meaning Drawing conclusions refers to information that is implied or inferred . this means that the information is never clearly stated. Writers often tell you more than they say directly. They give you hints or clues that help you ,read between the lines . Using these clues to give you a deeper understanding of your reading is called inferring. When you infer , you go beyond the surface details , to see other meanings that the details suggest or imply (not stated) . When the meanings of words are not stated clearly in the context of the text, they may be implied , - that is, suggested or hinted at . When meanings are implied , you may infer them. Inference is just a big word that means a conclusion or judgment . If you infer, that something has happened , you do not see, hear , feel , smell or taste the actual event. But from what you know, it makes sense to think that it has happened . You make inferences everyday. Most of the time you do so without thinking about it. Making inferences means choosing means choosing the most likely explanation from the facts at hand.

Interpreting what you read :

Fact or opinion Because writers dont always say things directly ,sometimes it is difficult to figure out what a writer really means or what he/she is really trying to say. You need to take the information the writer gives you and figure out things for yourself. You will also need to learn to distinguish between fact and opinion . writers often tell us what they think or how they feel, but they dont always give us the facts . It is important to be able to interpret what the writer is saying so you can form opinions of your own. As you read an authors views , you should ask yourself if the author is presenting you with an established fact or with a personal opinion. Since the two may appear close together , even in the same sentence , you have to be able to distinguish between them.

The key difference between facts and opinions is that facts can be verified , or checked for accuracy by some outside source. Opinions are what someone personally thinks or how he/she feels about an issue. Opinions by definition are subjective and relative. Defining a fact : Facts are objective , concrete bits of information. They can be found in official government and legal records and in the physical sciences. Facts can be found in reference books such as encyclopedias and atlases , textbooks and relevant publications. Objective facts are what researchers seek in laboratories or through controlled studies . facts are usually expressed by precise number or quantities in weights and measures and in concrete language. Technological data, birth records , historical documents , all provide researchers with reliable facts. Hence facts can : Be verified through reference books, official records and so forth. Are expressed in concrete language or specific numbers. Once verified ,are generally agreed upon by people.

Determining an opinion : Opinions are based on subjective judgment and personal values , rather than on information that can be verified. An opinion is a belief that someone holds without complete proof or positive knowledge that it is correct. Even experts who have studied the same issue carefully, often have different opinions about that issue. A valid opinion is one in which the writers support for his /her opinion is solid and persuasive , and one in which the writer cites other respected authorities who are in agreement, and also back their information with evidence, facts and reason. Opinions are often expressed as comparisons.

Eg: The painter Pablo Picasso was far more innovative than any of his contemporaries Opinions are often expressed by adjectives.

Eg. Ronald Reagen was a convincing speaker when he read a prepared address but not effective at press conferences. Opinions often involve evaluation.

Eg.: the excellence of her science project was a model for other students. Opinions are often introduced by verbs and adverbs that suggest some doubt in the writers mind .

Eg: (a) She appears to be confused

(b) She seems to have the qualification for the position (c) They probably used dirty tricks to win.

The seven Cs of effective letter writing

1) Completeness : The communication must be complete. It should convey all facts required by the audience. The sender of the message must take into consideration the receivers mindset and convey the message accordingly. A complete communication has the following features: Complete communication develops and enhances reputation of an organization Moreover , they are cost saving as no crucial information is missing and no additional cost is incurred in conveying extra message if the communication is complete . A complete communication always gives additional information wherever required .It leaves no questions in the mind of the receiver Complete communication helps in better decision making by the audience / reader/ receiver of message as they get all desired and crucial information It persuades the audience 2) Conciseness: Conciseness means wordiness, i.e communicating what you want to convey in least possible words without forgoing the other Cs of communication. Conciseness is a necessity for effective communication . Concise communication has following features : It is both time saving as well as cost saving It underlines and highlights the main message as it avoids using excessive and needless words. Concise communications provides short and essential message in limited words to the audience. Concise message is more appealing and comprehensible to the audience Concise message is non-repetitive in nature When you are concise in your communication , you stick to the point and keep it brief. You do not use unnecessary, filler words like, you see , I mean etc. 3) Consideration: Consideration implies stepping into the shoes of others . Effective communication must take the audience into consideration , i.e the audiences view point, background , mindset , education level etc. Make an attempt to envisage your audience , their requirements , emotions as well as problems. Ensure that the self respect of the audience is maintained and their emotions are not at harm. Modify your words in message to suit the audience needs while making your message complete. Features on , considerate communication are as follows. Emphasize on the ,you approach Empathize with the audience and exhibit interest in the audience. This will stimulate a positive reaction from the audience

Show optimism towards your audience. Emphasize on, what is possible rather than, what is impossible. Lay stress on positive words such as , committed, thanks, warm, help etc. 4) Clarity: Clarity implies emphasizing on a specific message or a goal at a time , rather than trying to achieve too much at once. Clarity in communication has following features: It makes understanding easier Complete clarity of thoughts and ideas enhances the meaning of message Clear message makes use of exact , appropriate and concrete words. When writing or speaking to someone , be clear about your goals or message . What is the purpose in communicating with this person? If you are not sue , then your audience wont be sure either. To be clear , try to minimize the number of ideas in each sentence . Make sure that its easy for your reader to understand your meaning. People should not have to read ,between the lines and make assumptions on their own to understand what you are trying to say. 5) Concreteness: Concrete communication implies being particular and clear rather than fuzzy and general. Concreteness strengthens the confidence . Concrete message has following features: It is supported with specific facts and figures It makes use of words that are clear and that build the reputation Concrete messages are not misinterpreted When you message is concrete , then your audience has a clear picture of what you are telling them . There are details ( but not too many) and vivid facts and theres laser like focus . The message is solid. 6) Curtsy : Curtsy in message implies the message should be sincerely polite , judicious , reflective and enthusiastic . courteous message has following features : Curtsy implies taking into consideration both viewpoints as well as feelings of the receiver of the message Courteous message is positive and focused at the audience It makes use of terms showing respect for the receiver of the message It is not at all biased Courteous communication is friendly, open and honest . There are no hidden insults or passive aggressive tones . You keep your readers viewpoint in mind , and you are empathetic to their needs 7) Correctness : Correctness in communication implies that there are no grammatical errors in communication . Correct communication has following features: The message is exact , correct and well timed . If the communication is correct , it boosts up the confidence level Correct message has greater impact on the audience /readers It checks for the precision and accurateness of facts and figures used in the message

ELEMENTS OF A LETTER In order to communicate the information contained in a business letter, the writer has to organize the contents in such a way as to be comprehensible. The structure of the letter consists of four broad divisions and the parts into which each can be further divided. They are as follows:

The superscription

The salutation The body of the letter The subscription The signature The information beneath the signature

The address of the writer/letterhead The reference , place and date The address of the recipient Dear Sir etc The statement of purpose or introduction The complimentary close

The Superscription : In todays world the letter head generally has all the details of the sender. The date is usually written as 25 November 2012 . In current times ordinal numbers like 25th November 2012 are to be avoided. The date is written a little below the name and address of the firm, on the right side of the page (except in NOMA style )

LETTERS OF COMPLAINT AND ADJUSTMENTS In the purchase and sale process , a complaint is a statement pointing out an error or mistake or defect or deficiency or delay. It is a protest against an inefficient service , usually asking for redressal for the same . WHAT SHOULD A LETTER OF COMPLAINT SEEK TO ACHIEVE Though the complainant may be angry or irritated , he/she should write a polite letter , bearing in mind That correcting the situation is more important than expressing ones emotions That being polite in such a situation is will earn the buyer the goodwill of the seller

The contents of a letter of complaint A statement thanking the seller for sending the goods or an expression of regret for having to draw his attention to the cause of the complaint A reference to the number and date of the order relevant to the complaint A well defined statement which clearly outlines the cause of the complaint A statement about the nature of the damage / inconvenience A statement about the nature of redressed A polite request for action An assurance that the buyer will continue his patronage , if prompt redressed

MEMOS A Memo is a communication , which can be used to issue instructions or announce policy changes or to draw the attention of individuals and groups to certain important points or decisions. A memo is a note to remind someone of something or to issue an instruction. Body of the business memo A well written memo begins with a clear statement of purpose eg. I am writing to inform you., The purpose of this memo is to summarize. In other words the purpose have to be clearly stated in the first statement itself. Memos are generally written as a request for action on the part of the reader. In general your memo should end with a restatement of your specific statement. NOTICE, AGENDA, RESOLUTION AND MINUTES OF MEETING Notice Usually every organization devises rules of procedure for the conduct of meetings. These rules indicate the frequency of meetings and prescribe the notice period for calling a meeting , besides indicating the person who has the right to call the meeting and the persons who are supposed to attend the meeting. A written notice is sent within the time specified to every member who has to attend the meeting . The notice will include : The name and address of the organization The date on which it is issued The day, date, time and venue of the meeting The name or title of the group which is to meet The business to be transacted or the agenda of the meeting

Agenda Agenda is an official list of items of business to be transacted at a specific meeting. It helps in conducting a meeting in a proper order , minimize irrelevant discussions and preserves continuity in the proceedings. The agenda is generally structured in the following way. 1) 2) 3) 4) 5) Confirm the minutes of the previous meeting Discuss follow up action on items of previous meeting Discuss items of current meeting Any other matter permitted by the chairman Date of next meeting

Resolution A resolution is a conclusion or a certain decision taken by all the members at the end of a meeting. It is generally written in a formal style and is related to the agenda of the meeting Minutes of the meeting Minutes are the official record of the business transacted at the meeting. It is mandatory for organizations such as companies to maintain a record of the proceedings of a meeting in the form of minutes. The minutes of the meeting are approved by the members at the next meeting and signed by both the secretary and the chairman. The style of writing the minutes is impersonal and objective. The facts are stated without any additional interpretation or influence on the part of the writer .Minutes follow the pattern of the agenda and each item is given a heading. Technique of writing minutes a) b) c) d) It should be written in reported speech The tone should be as per what it was at the actual meeting Many of the ideas may be condensed into actual words used Remarks that are irrelevant to the general sense and flow of the writing are omitted, thus making the report an abbreviated account of what was actually said

Guidelines for writing minutes of a meeting a) Summarize as you record what is being said. Use abbreviations and short forms that can be expanded upon later. b) Note the names of the speakers. These may not be included in the final draft but will be useful in recalling the facts. c) Note the names of those present by passing around a list of members for signatures. d) Write carefully essential facts like dates, numbers, amounts, quantities and persons to whom action is designated.

e) Note the names of the proposer and seconder for any resolution . Also note the number of members who voted for and against the resolution and of those abstaining REPORT WRITING A report is a study of facts and information which is prepared in a structured format and widely used in industry , education , science and medicine as well technological fields. A report is prepared to study existing practices and procedures , for planning a future course of action or for resolving a problem. A professional report is written to meet a demand or fulfill a requirement. The purpose of a report is usually to bring information to the attention of senior management and authorities so that any decision regarding the matters under review , can be taken by them with full knowledge of the background , facts and circumstances. Reports can also be requests for action , or they can make suggestions to initiate action. Characteristics of a good report A good report should have the following characteristics : 1) It should be accurate in the facts that it reports and in the language used in it 2) It should be relevant. Only details and facts relevant to the purpose of the report should be included in it 3) It should be precise. The report should have unity, coherence and be brief. 4) It should be objective . The recommendations should be the logical conclusion of the findings and analysis . Further, it should be impartial and should not project the interest of the writer. 5) It should be clear. The writer should identify his sources and present his findings systematically, dividing the reports into short paragraphs. The writer should also provide appropriate headings to aid the flow of information 6) It should be oriented towards the reader. The writer should always remember the particular type of readers for whom he is writing , i.e Directors, managers, experts, chartered accountants, shareholders Types of Reports a) Routine reports are normally in the form of blank questionnaires or multiple option questions that can be filled in quickly and later compared and analyzed. This also ensures uniformity of data collection. b) Investigation reports are those which are written after making a thorough study and enquiry. An investigation is done when there is a problem at hand and there is a need to assess the situation and suggest remedies. c) Project report is submitted after developing and researching a concept or a proposal . Project reports are submitted by students who research a particular topic and present it in a new way along with their opinions and recommendations or by entrepreneurs to a bank when they want to avail a loan.

d) Directors report states the actual status and performance of the business, the need and importance of items in the agenda of a meeting and the future outlook . STRUCTURE OF A REPORT 1) Letter form : this is used when an individual has to submit a report 2) Schematic form : These generally follow a specific scheme under headings a) Terms of reference : Under this heading there should be a clear statement of the purpose of the report, who requested it and the scope of enquiry or activity it covers. b) Procedure : This should give details of the actions the writer took in preparation for the activity or task he is reporting on, or how he went about gathering the material and data for his investigation c) Findings : Details should appear under this heading , of what was done , observed or discovered and what information was gathered .All data relevant to the action or enquiry should be included d) Conclusions: Under this heading , should appear the conclusions gathered from the evidence or observation .They will include the writers opinion and assessment of the situation he has been covering e) Recommendations: in the light of the facts that he has presented in the report and the conclusions he draws from them, the writer may make recommendations or suggest a course of action. GUIDELINES FOR EFFECTIVE REPORT WRITING A report can be best written by following the guidelines given below : (1) Assemble the material collect all relevant material , notes, documents (2) Plan the report Consider the purpose of your report , who is it for, why do they need it , how will they use it State the aim and emphasis of the report briefly Decide what information is important and what is irrelevant Arrange the points of information in a logical sequence and in order of importance Draft a working plan Decide if illustrations /graphs have to be inserted (3) Draft the report Write the introduction , state the subject , state the purpose , summarize your findings Write the body of the report Write the conclusion Summarize the report in a sentence (4) Edit the report Examine the draft

Check your grammar, spelling, punctuation and style of report writing Check your illustrations

EDITING Editing is the process of increasing the effectiveness of a document by checking for all kinds of errors , such as grammar, ambiguity, typographical and spelling and providing suggestionsfor better presentation of content. The editor has the responsibility to check whether the document is completed according to the specific requirements for that particular document Areas of editing 1) Spelling and grammar 2) Usage of words : To check for consistent usage of words in the entire document. 3) Document style : To check the tone and the tense used in the document and also to check whether the style is according to the requirements for that document. 4) Coherence: To ensure that there are no gaps in information flow between consecutive statements 5) Technical accuracy: To ensure that all the information provided in the document is technically accurate 6) Completeness: To check whether the document is complete according to the scope defined and content presented. Tips for good editing After maintaining the tone and tenor of the edited document, go through a spell checker Look out for duplicate words used Check the grammar Check the punctuations Check the vocabulary for use of new words having the same meaning If possible get it checked by another neutral party to check if the document is clear It is always suggested to read an edited document aloud to check for mistakes

SPEAKING AND LISTENING

Speaking and listening are two sides of the same coin. The speaker speaks for an audience to listen and the listeners in the audience are present to listen to what the speaker is saying. If both parties play their roles well and are effective communicators , the process of communication will be successful Public speaking skills every speaker must have (1) Research a topic good speakers stick to what they know. Great speakers research what they need to convey through their message. (2) Focus- Help your audience grasp your message by focusing on your message. Stories, humour or other, sidebars should connect to the core idea. (3) Organize ideas logically A well organized presentation can be absorbed with minimal mental strain. Bridging is the key. (4) Employ quotations , facts and statistics- Dont include these for the sake of including them, but use them appropriately to complement your ideas. (5) Master metaphors _ metaphors enhance the understandability of the message in a way that direct language often cannot (6) Start strong and close stronger The body of your presentation should be strong too, but your audience will remember your first and last words (7) Vary vocal pace , tone and volume (8) Punctuate words with gesture (9) Complement words with visual aids (10) Analyze your audience speak in a language they understand (11)Interact with the audience (12)Obey time constraints- if you have to talk for 60 mins, then stick to 60 mins (13)Exhibit confidence and poise (14)Handle unexpected issues smoothly the lights may go off, a person may ask a tricky question, handle it with confidence (15)Act and ethically since public speaking fears are so common , realize the tremendous power of influence that you hold, use this power responsibly Speaking Effectively Basic points to be remembered for effective speaking. Do not talk from the script . Talk from your notes only if you have to. Avoid jargon and terms unfamiliar to listeners. Face your audience , and address different sections in turn. Avoid standing behind a podium if you can. Walk around your audience , or use movement when you want control , more involvement , or to become one of the group. Gesture in, a relaxed natural way you are not a game show host.

Take a deep breath during pauses . it will help you relax and will reduce filler language such as , umm and errs

In addition to the preceding suggestions , you should use your voice to its best advantage . pronounce words clearly , keeping your tone natural and conversational and raising and lowering your voice to make your point. Speak loudly enough for everyone to hear. Some people find that speaking loudly gives them greater confidence and control. Projecting a positive image Image is a factor in effective speaking. In assessing your message , the people in your audienc e wont rely solely on your words. They will also consider your look and body language. If these do not inspire confidence and commitment , the audience will discount your words. So, to optimize your effectiveness do the following : Dress appropriately. You cannot go wrong if dressed as formally or more formally than your audience. Make sure your facial expressions convey interest in the audience. Rise up to your full posture . this will increase your confidence and give your voice greater volume. Make and maintain eye contact with audience members . If you are too nervous to look at the entire audience, focus on individuals instead. Avoid ,defensive body language , such as folding your arms in front of you.

Keeping your audience engaged Most speakers confront one or several difficult audience members : The tuned out The overloaded People so busy that they are forever thinking about other pressing issues

Neither group will hear what you have to say unless you take measures to break through , grab their attention and hold onto it. People send out non verbal signals about their attentiveness Inattentive audience members cross their legs , fidget in their seats or look around the room more than normal. Your challenge is to attract those wandering minds back to the presentation. Some of the ways are : Change what you are doing : A sudden pause or change in vocal tone has the same effect on a preoccupied mind that turning off a television set has on a sleeping viewer. Both these circumstances awaken. Of course you must pause with something insightful.

Ask a question : When you suspect an audience member of taking a mental break , ask a piercing question related to one of your points, So, what does that last point mean for your business? Suddenly , the audience members sense that the ball is in their court .people who were not listening will probably perk up. Ask for a show of hands: Passivity ensures that some minds will wander. You can eliminate passivity by engaging people in your argument, as in these examples , just out of curiosity , how many of you believe that your customers are satisfied with our current returns policy ? lets see a show of hands. Put your audience in the hot seat : Give a problem to the audience and ask them for a solution. Add Humor: humor is most effective when used sparingly. Use visuals to good effect: Visuals can augment your verbal delivery and keep your audience alert and engaged. A bold visual has a magnetic effect on an audience. Visuals have an opposite effect , when speakers rely on them to tell the whole story particularly when they simply read what the audience is capable of reading for itself.

The importance of listening in communication Communication consists of providing information and receiving information. Unfortunately , we are good at talking , but we often have trouble listening. This is true in ordinary conversation , as well as on the telephone. One sage said , the only reason we listen is because we know we get to talk next . Points for improving listening behavior : Question you may have to include : What can you do when talking to a person ? How do you improve in telephone conversation? What can you do if you have problems listening ?

Talking to a person: To improve your ability to listen : Listen for the name Repeats a persons name when you first meet him or her. This will make you listen first and talk second. You want to have a mental set to become a better listener , and repeating a persons name will help you do that. Dont hesitate to ask a person to repeat the name the second time , especially if the name is unusual . You are showing concern for the other person , which is an important aspect of listening. Use the persons name in your response. Is this your first time here , Swati?

Ask a question instead of commenting When you are anticipating making a comment on what a person has said , ask a question instead. This will keep you listening longer , and often the added information will help you make a higher quality contribution to the conversation . Get information before you give information. Telephone conversation

Here are some listening tips when talking on the phone: Pause to prepare to listen Dont rush to answer the phone when it rings. Pause a moment so that you can be mentally ready to listen to the person calling you , rather than thinking about what you were doing when the phone rang. Taking these few extra seconds to think will make you a better listener from the beginning of the phone conversation As if you will report In addition , listen as though you are going to report the message to someone else . This keeps you focused on the main reason or idea of the call. Eliminate clutter Eliminate clutter , around the phone and desk so you wont be easily distracted. Choose your time When possible choose your listening time during the part of the day , when you are most mentally alert. If you are a morning person , make your most important calls , appointments , during this time.

Barriers to effective listening :

More attention is usually paid to making people better speakers or writers (the supply side of the communication chain ) rather than on making them better listeners or readers ( the demand side) . The most direct way to improve communication is by learning to listen more effectively. Nearly every aspect of human life could be improved by better listening from family matters to corporate business affairs to International relations. The following are some common barriers to good listening. (1) Knowing the answer : knowing the answer means that you think you already know what the speaker wants to say , before she actually finishes saying it. Even more disruptive is interrupting the person. The message you pass on is that you dont value what she is saying. Showing respect to the speaker is a crucial element of good listening.

(2) Trying to be helpful: Another significant barrier is ,trying to be helpful . Although trying to be helpful may seem beneficial , it interferes with listening because the listener is thinking about how to solve what he perceives to be the speakers problem. Consequently he misses what the speaker is actually saying. Dont offer solutions or think about them , unless specifically asked for by the speaker. (3) Treating discussion as competition: Some people feel that agreeing with the speaker during a heated discussion is a sign of weakness. They feel compelled to challenge every point the speaker makes , even if they inwardly agree. Treating discussion as competition is one of the most serious barriers to good listening (4) Trying to influence or impress: Because good listening depends on listening just for the sake of listening , any ulterior motive will diminish the effectiveness of the listener (boss, prospective groom) (5) Reacting to the red flag: Words can provoke a reaction in the listener that was not necessarily what the speaker intended. When that happens , the listener wont be able to hear or pay full attention to what the speaker is saying.

Communication Barriers Reasons for communication breakdown Breakdown 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 is 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 as below: Communication barriers 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 thought process is not accepted. A same event may be taken differently by different individuals. For example: A person is on leave for a month due to personal reasons ( a family member is critically ill) . The HR manager might be in confusion whether to retain that employee or not , the immediate manager might think of replacement because his teams productivity is being hampered , the family member might take him as his biggest emotional support. The linguistic differences also lead to communication breakdown.

Some words may mean different to different individuals. For example : consider the word , value a) What is the value of this laptop b) I value our relation c) What is the value of learning technical skills. Value means different in different sentences. Communication breakdown occurs if there is wrong perception by the receiver. 2) Information overload : Managers are surrounded with a pool of information. It is essential to control this information flow or else the information is likely to be misinterpreted or forgotten or overlooked . As a result communication is less effective. 3) Inattention : At times we just dont listen , we only hear. For example a traveler may pay attention to one ,No Parking sign , but if such a 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 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 organizations 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. 5) Distraction/ noise : communication is also affected a lot by noise and distractions . Physical distractions are also there such as, poor lighting , uncomfortable sitting, unhygienic room also affects communication in a meeting. Similarly use of loud speakers interferes with communication . 6) Emotions: Emotional state at a particular point of time also affects communication. If the receiver feels that the communicator is angry , he interprets that the information being sent is not in good taste. While he takes it differently if the communicator is happy and jovial (in that case the same message is interpreted to be good and interesting) 7) Complexity in organizational structure: Greater the hierarchy in an organization (i.e more the number of managerial levels ) more are the chances of communication getting destroyed . Only the people at the top level can see the overall picture while the people at lower levels just have knowledge about their own area and little knowledge about other areas. 8) Poor retention : Human memory cannot function beyond a limit . One cannot always retain what is being told specially if he is not interested or not attentive. This leads to communication breakdown. A typical speaker says about 125 words per minute. The typical listener can receive 400-600 words per minute . Thus 75% of listening time is free time. The free time often sidetracks the listener . The solution is to be an active rather than a passive listener. 9) Muddled messages : Effective communication starts with a clear message. Contrast these two messages: Please be here about 7: 00 tomorrow morning Please be here at 7:00 tomorrow morning

The one word difference makes the first message muddled and the second message clear. Muddled messages are a barrier to communication because the sender leaves the receiver unclear about the intent of the sender. Muddled messages have many causes. The sender may be confused in his or her thinking . The message may be a little more than a vague idea. The problem may be semantics. E.g. note this muddled newspaper ad: Dog for sale . Will eat anything . Especially likes children. Call 888-3599 for more information. 10) Stereotyping : Stereotyping causes us to typify a person, a group, an event or a thing on oversimplified conceptions , beliefs or opinions. Thus , basket players can be stereotyped as tall, green equipment as better than red equipment , football linesman as dumb. Ford as better than Chevrolet and people raised on dairy farms as interested in animals. Stereotyping can substitute for thinking , analysis and open mindedness to a new situation. Stereotyping isa barrier to communication when it causes people to act as if they already know the message that is coming from the sender or worse , as if no message is necessary because, everybody already knows . Both senders and listeners should continuously look for and address thinking , conclusions and actions based on stereotypes. 11) Wrong channel: Good morning .An oral channel for this message is highly appropriate . writing , Good morning on a chalk board in the machine shed is less effective than a warm oral greeting . On the other hand , a detailed request to a contractor for construction of a farrowing house should be in writing , i.e non oral . A long conversation between a vegetable vendor and a contractor about the farrowing house construction , with neither taking notes , surely will result in confusion and misunderstanding. These simple examples illustrate how the wrong channel can be a barrier to communication. Variation of channels helps the receiver understand the nature and importance of a message. Using a training video on cleaning practices helps new employees grasp the importance placed on herd health. A written disciplinary warning for tardiness emphasizes to the employee that the problem is serious. A birthday card to an employees spouse is more sincere than a request to the employee to say , Happy Birthday to his wife , on his behalf. 12) Lack of feedback: Feedback is the mirror of communication . Feedback mirrors what the sender has sent. Feedback is the receiver sending back to the sender the message as perceived. Without feedback , communication is one way. Feedback happens in a variety of ways. Asking a person to repeat what has been said , e,g repeat instructions, is a very direct way of getting feedback. Feedback may be as subtle as a stare , a puzzled look , a nod , or failure to ask any questions after complicated instructions have been given. Both sender and receiver can play an active role in using feedback to make communication truly two way. Feedback should be helpful rather than hurtful. Prompt feedback is more effective than feedback saved up until the ,right moment. Feedback should deal in specifics rather than generalities . approach feedback as a problem in perception rather than a problem of discovering the facts.