Business Communication

1 Do you agree that the basic objective of all human communication is to obtain an
understanding of response? How can this be applied to the objectives of business
communication.

Ans. Communication means to create a common understanding. Communication is an important

aspect of human behavior. It stands for natural activity of all human beings to convey opinions,
feelings, information, and ideas to others through words (written or spoken), body language, or
signs. The basic objectives of all human communication is to obtain an understanding of
response. Actually the basis of effective communication is the response or reaction of receiver to
the sender’s message. In other words it is known as feedback. Without feedback from the
receiver, communication process becomes incomplete.

Feedback makes communication meaningful. It is the end-result of an idea and makes

communication continuous. In the process of communication, the originator first gets the idea to
be passed across and then think of how to get it across via appropriate channel or medium. After
the coding and dissemination, one expects the decoder after receiving the information or idea to
give response. The response thus given is called the response which may be verbal or non-
verbal, that is, in words or mere smile, glance, clap, etc.

Objectives of business Communication

 To strengthen decision making: Effective communication aims at establishing the
efficiency of the official activities. It also increases the productivity of the employees by
helping them take proper decision relevant to different issues.
 To increase productivity: With good communication skills, managers can anticipate
problems, make decisions, co-ordinate work flow, supervise others, develop
relationships and promote products and services.
 To reinforce workflow: Communication act as tool for effective work related flow of
information in an organization. It works to accumulate the motivational flow of
organization.
 To enhance professional image: Organizations may create the impressions of their
company on employees, supervisors, investors, and customers through communication.
For the lack of proper communication process, people misunderstand each other and
misinterpret information.
 To support promotional material: The aim of communication is to expand the
company name and public promotions based on effective promotional materials such as
advertisement, bill boards, online add, posters etc. Without communication and the use
of proper channel, the expansion of company name and fame is impossible.
 To give order: Order is an authoritative communication pattern and it is directive to
somebody who is always a subordinate to do something. Orders will be written. There
are different types of orders such as oral orders, general and specific orders, procedural
and operational orders, mandatory and flexible order. Order should be clear and
 complete and then its executive would be possible if a friendly atmosphere is available.
 To invite suggestion: Communication aims at inviting suggestions and
recommendations from different sectors. Suggestion is supposed to very mild and subtle
form of communication.
 To Persuade: Persuasion may be defined as an effort to influence the attitudes, feelings
or beliefs of others, or to influence actions based on those attitudes, feelings, or beliefs.
Persuasion can be done to others if people are convinced through proper communication
method.
 To motivate employees: To motivate the people, communication is an important tools.
 To manage workforce: The objective of communication is to prepare workers for a
change in methods or environment by giving employees the necessary information in
advance. Through communication, the manager encourages subordinates to supply ideas
and suggestions for improving upon the product or work environment and taking these
suggestions seriously.
 To maintain discipline: To maintain discipline in organization level, communication is
necessary. If the employees do not abide the norms of the organization, warning, memos,
explanations are the tool to make communication between controlling authority and
employees to ensure betterment of the situation arise.
In fine, from the above it is to be said, to achieve the objectives of business communication the feedback
is essential. Through feedback, the sender and receiver can know each other and accordingly
they can decide their next course of action.
2 Define business communication. How do you react when you see a memo or e-mail or any
sort of statement full of typos, poor grammar or incomplete sentence? Does it affect your
perception of sender? Why or why not? Illustrate it with effective tools of communication.

Ans. Business Communication-Definition

Business communication is the specialized branch of general communication that is especially
concerned with business activities. When communication takes places among business parties
concerning business affairs or business related issues is known as business communication.
Business communication is nothing but, the communication between the people in the
organization for the purpose of carrying out the business activities. It means that business
communication is the process where business related issues, information, functions, news etc.
are exchanged between producers, distributors, buyers, sellers, suppliers, competitors,
government agencies, business parties etc. for efficiently organizing and administering business.

Business communication is defined as any action undertaken to promote an idea, product,

service or organization, internally or externally, with the objective of propagating the cause of
the business by creating value or making a sale.
Some examples of business communication are
 Unilever launches a new product for its consumers. The company advertised using
television, radio, newspaper and magazines, billboards and Internet to inform its
customer about this new products.
 Head of zone of a private bank call for a “Business Performance Meeting” in
 participation of all branch managers of the zone for reviewing the business performance
of the branches in the last quarter.

Reaction on Incorrect Message obtained

When any incorrect message is received by a receiver, that means when a memo or e-mail or
any sort of statement full of typos, poor grammar or incomplete sentence is seen by a receiver,
he or she must react negatively.

 Formal errors might affect the clarity of the message, trigger ambiguity and raise doubts.
 It create negative image of the sender or originator.
 Grammatical errors can disrupt an audience’s ability to understand your message clearly,
or can simply distract from your message. Further, grammatical missteps can often
weaken the writer’s credibility, potentially causing your audience to not take your
message seriously.
 Miscommunication and wrong interpretation of the message.
 Diminishes the image and reputation of individual or organization.
 If any decision take based on wrong statement is also become wrong.
 The decisions taken by a businessman will be wrong and disastrous if he receives
incorrect information from internal and external sources.
 Ultimately, communication may become inappropriate or ineffective.

Seven principles of Effective Communication:

There are 7 tools for effective communication.

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 receiver’s mind set
and convey the message accordingly. Completeness involving communication is extremely
essential to create communication effective. Unfinished massage irritates this readers. This
provides all necessary information answering 5 W’s-Who, What, When, Where and Why. A
complete communication has 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 receiver.
 Complete communication helps in better decision-making by the
audience/readers/receivers of message as they get all desired and crucial information.
 It persuades the audience.

2. Conciseness: Conciseness means wordiness. A message should be as brief as possible.

Conciseness signifies declaring exactly what this sender has to declare in the fewest
achievable words. This helps you to save moment regarding both equally sender as well as
receiver. Nevertheless, conciseness must not be attained on the expense of this process
 involving completeness. 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 communication 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.
3. Consideration: Consideration implies “stepping into the shoes of others”. In
communication, Consideration means that the sender prepares every message with the
message keeping the receiver in mind. Effective communication must take the audience into
consideration, i.e., the audience’s view points, background, mind-set, education level, etc.
Features of considerate communication are as follows:

 Emphasize on “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”.

The next guidelines may make certain thought:

 Concentrating on “you” rather than us and us. As an example, for obtaining deposits,
the traditional bank may publicize as “get the maximum return on your own
savings”, Grameen cellular phone promotes the particular services by saying the
saying, “Whatever may be the distance, always remain in touch.” Each one of these
advertising concentrate on visitors rewards.
 Showing reader benefit.
 Putting an emphasis on with enjoyable, good information.
 Making use of integrity and ethics.

4. Clarity: A communication should be definitely clear so the recipient can certainly

understand what the particular sender really wants to communicate. The actual sender
always desires how the recipient interprets the particular meaning while using the exact
same meaning. For this, the particular sender ought to help to make the particular meaning
free of ambiguity and also vagueness. 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. .

5. Concreteness: Concreteness signifies become distinct, particular and vivid rather than vague
and normal. 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.

6. Courtesy: Courtesy in message implies the message should show the sender’s expression as
well as should respect the receiver. The sender of the message should be sincerely polite,
judicious, reflective and enthusiastic. Courteous message has following features:

 Courtesy 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 message.
 It is not at all biased.

Sender must maintain desired level of courtesy for the receiver. Courteous messages help
to strengthen present business friendships as well as make new friends.

7. Correctness: Correctness in communication implies that there are no grammatical errors in

communication. The principle of correctness comprises more than proper grammar,
punctuation and spelling. Correct communication has following features:

 It makes use of appropriate and correct language in the message.

 It checks for the precision and accurateness of facts and figures used in the message.
 The message is exact, correct and well-timed.
 Correct message has greater impact on the audience/readers.

Communication can be effective only of the receiver receives the message on the same form and
context as is sent by the sender. When there is no mistake in interpretation and the sender gets
the correct feedback, then communication can be termed as effective. To compose effective Oral
and Written messages, one must apply certain communication principles.
3 “Communication is the summation of all things a person does when he wants to create
understanding in the mind of another. It is a bride of encoding as well as decoding
meaning which involves a systematic and continuous process of speaking, listening and
understanding.” Discuss it by the communication cycle.

Ans. Communication is interchange of thought or information between two or more persons to bring
about mutual understanding and desired action. It is the process of conveying information from
a sender to a receiver with use of a medium in which the communicated information is
understood the same way by both sender and receiver.
In a communication process, which a source sends a message to a receiver by means of a
channel to produce a response (effect), in accordance with the intention of the source
(feedback).
The transmission of sender’s idea to the receiver and the receiver’s feedback or response to the
sender constitute the communication cycle. The communication cycle can be diagrammatically
shown in figure given below.

Sender Receiver

Has an 6. Sends
idea Feedback

Encodes the
idea, Channel 5. Decodes
formulate the the message
message

Selects an
appropriate 4. Receives
channel the
message

Figure-Communication Process

The Sender:
- The person who initiates a message.
- Communication begins with the sender, who has a thought or an idea which is then
encoded in a way that can be understood by both the sender and receiver.
1. Has an idea: there is an idea to share it to someone.
2. Encodes the idea, formulate the message- Encoding means converting or translating the
idea into perceivable form that can be communicated to others. It is the process of putting
thoughts and ideas of the message into symbolic form. It is also termed as 'mental wrapping'
of the communication.
3. Selects an appropriate channel:
- The Channel is the medium through which the message travels.
- It is means of exchanging/transmitting the message.
 - It is the link that connects the sender and the receiver.
- Choice of appropriate channel for effective communication. This choice of
communication medium varies depending upon the features of communication.
- Selection of Channel is based on-
 cost,
 availability,
 users performance and receivers access and
 impact
- Can be in the form of interpersonal or mass media.
- This can be either:
 Oral – spoken
 Via electronic means - e-mail, fax or through the Web for example
 Telephone
 Paper based - letter, memo, scribbled note, poster etc.
 Image/visual
 Sound
 Silent communication - smell, touch, body language, color, how letters or
numbers are presented.

The Receiver:
Recipient/Decoder is a person for whom the message is intended/aimed/targeted.
4. Receives the message:
- To understand the message, the receiver first get it. If message has been conveyed
through a letter, the receiver first get it and read it.
- The Message is a key idea that the sender wants to communicate
- Factors that determine message-
 Code-which has to do with the way in which symbols are structured?
 Content-the selection of material to express the purpose.
 Treatment-the way in which message is presented that is frequency and
emphasize.
- Communication process begins with deciding about the message to be conveyed. It must be
ensured that the main objective of the message is clear.

5. Decodes the message: It is the process through which receiver provides meaning to the
message sent by the sender i.e., it helps the receiver to interpret or understand the sending
message. Such decoding depends on the knowledge and perception of the receiver, past
experience with the similar communicator, personal desire etc. Barlton & Martin said-
"Decoding is the process of translating the symbols into the interpreted message"

6. Giving Feedback: Feedback means receiver’s response to sender’s message. It increases the
effectiveness of communication. It ensures that the receiver has correctly understood the
message. It helps the sender in confirming the correct interpretation of message by the
decoder. Feedback is the essence of two-way communication. Feedback may be verbal
 (through words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also
in form of memos, reports, etc.
Therefore, from the above it is to be said that, “Communication is the sum of all things, one
person does when he wants to create understanding in the minds of another. It involves a
systematic and continuous process of telling, listening and understanding.”

4 What are the various forms of written communication? Discuss relative strengths too
weakness of written communication.

Ans. Written communication involves any type of message that makes use of the written word.
Written communication is the most important and the most effective of any mode of business
communication. There are various forms of written communication that are discussed in below.

Various forms of written communication

Some of the various forms of written communications that are used internally for business
operations include:

 Memos
 Reports
 Bulletins
 Job descriptions
 Employee manuals
 Emails
 Instant messages

Examples of written communications generally used with clients or other businesses include:

 Email
 Internet websites
 Letters
 Proposals
 Telegrams
 Faxes
 Postcards
 Contracts
 Advertisements
 Brochures
 News releases

Strength of Written Communication

 Permanent record: The documents of written communication act as a permanent record.

When it is needed, important information can be easily collected from the preserved
documents.
 Legal documents: Written communication can be very useful as a defense during legal
issues.
 Delegation of Authority: It is easier to assign responsibility and to delegate authority
among the employees through written communication. From written message the
employees can better understand their span of activities, extent of authority and the area of
responsibility.
 Less Possibility of Distortion: In oral communication the receiver may lose some points at
the time of speech. But in case of written communication, the probability of distortion is
very low because here the content of the message is written.
 Controlling tool: Written communication can help to control the organizational activity.
The written document may be used as a tool for controlling.
 Easy presentation of complex matter: Written communication is the best way to represent
any complex matter easily and attractively.
 Accurate: Through the documents of the written communication top executive can present
the information more accurately and clearly.
 Clear Understanding: In Written Communication the receiver gets the opportunity of
reading the message again and again till he properly understands it. Besides, there is less
possibility of losing or missing any part of the message. In Oral Communication the
receiver cannot request for its repetition if he fails to understand messages. So, written
communication gives a clear and complete understanding of the message as receiver can
read it repeatedly.
 Can reach large number of people: It can be easily disseminated to recipients that are in
different locations.
 Formal communication: Written communication is formal means of communication.
 Longevity: Written document can be preserved for a long time easily. That is why; all the
important issues of an organization should be back and white.

Limitations/disadvantages of Written Communication

The limitations and disadvantages of written communication are given below:

 Expensive: Written communication is comparatively expensive. For this communication

paper, pen, ink, typewriter, computer and a large number of employees are needed.
 Time consuming: Unlike other forms of communication, written communication can take a
considerable amount of time to produce.
 Useless for illiterate person: It messages receiver is illiterate, written communication is
quite impossible. This is major disadvantage written communication.
 Delay in response: It takes much time to get a response from the message receiver; prompt
response is not possible in case of written communication that is possible in oral
communication.
 Delay in decision making: Written communication takes much time to communicate with
all the parties concerned. So the decision maker cannot take decisions quickly.
 Skill required: Effective written communication requires great skills and competencies in
language and vocabulary use. Poor writing skills and quality have a negative impact on
organization’s reputation.
  Lack of direct relation: If there is no direct relation between the writer and the reader,
writer communication cannot help to establish a direct relation between them.
 Lack of flexibility: Since writing documents cannot be changed easily at any time. Lack of
flexibility is one of the most important limitations of written communication.
 Too much paper work and e-mail burden is involved.

5 Mention various medias of Communication. Make a comparative analysis of written

communication and oral communication.

Ans. Medium of Communication

Communication media refer to the ways, means or channels of transmitting message from
sender to receiver.
Based on the channels used for communicating, communication can be classified as:
1. Verbal Communication
2. Non Verbal communication

Medium of Communication

Verbal Communication Non-Verbal Communication

1. Appearance
Oral Written 2. Body Language
Communication Communication 3. Eye-contact
4. Facial Expression
5. Silence
6. Gesture
7. Posture
8. Space
9. Crying
10. Laugher
11. Touch
12. Time & Space
13. Sound
14. Tone
15. Para Language
16. Position

Difference between oral and written communication

Written communication is the process of communication in which messages or information is

exchanged or communicated within sender and receiver through written form.

On the other hand, oral communication is the process of communication in which messages or
information is exchanged or communicated within sender and receiver through the word of
mouth.
 The differences between oral and written communication are of followers:

Points of Written Communication Oral Communication

differences
Record It always has permanent record. It does not have any permanent
record.
Flexibility Written communication is rigid Oral communication is flexible.
Cost Written communication is costly Oral communication is less costly.
as it requires papers
Time It is time consuming process. It saves time.
Consumption
Formality It is formal communication It is informal communication.
Legal Validity Written communication have legal Oral communication has no legal
validity. validity.
Longevity Written document can be Oral communication cannot be
preserved for a long time easily preserved for a long time.
Feedback Immediate feedback is not In Oral communication, immediate
possible in written feedback or response is obtained.
communication.
Complex data Suitable of complex data Not suitable for complex data
presentation presentation presentation.
Requirement of Effective written communication It does not require such skill.
skill requires great skills and
competencies in language and
vocabulary use
Risk of leakage Less risk of leakage of High risk of leakage of information.
information.

6 What do you think can be the major barriers to communication? How could you overcome
these barriers to communication?

Ans Barrier to Communication

Barriers to communication mean obstacles to the process of communication. A communication
barrier is anything that prevents you from receiving and understanding the messages others use
to convey their information, ideas and thoughts. These barriers may be related to the message,
internal barriers related to thoughts and feelings, or external barriers.
According Louise E Boone, “Communication barriers are the problems that arise at every stage
of communication process and have the potential to create misunderstanding and confusion.”
For convenience of discussion we can classify the barriers to communication in the following
categories:

Physical Psychological Semantic Personal Organizational Socio-

Barriers Barrier Barrier Barrier Barrier psycholog
ical
Barriers
Noise Emotions Lack of Personal Wrong Choice Inference
common attitude of Medium
language
Time and Lack of self Poor Lack of Status Bad
distance confidence Vocabulary confidence /relationship Listening
in
subordinate
Defects in the Laziness Poor Message Lengthy Inattentive
medium of knowledge overload Process ness
communication of grammar
and
punctuation

Physical Barriers:

Physical Barriers are those barriers which are already present in the environment. Some of them
are controllable by the management whereas some of them are not.

 Noise: Noise refers distraction and interference in the environment in which

communication takes place. Noise may be internal (as when a receiver is not paying
attention) or external (as when the message is distorted by other sounds in the
environment). Noise can occur at any stage of the communication process. For example,
Environmental noise is the summary of noise pollution from outside, caused by
transport, industrial and recreational activities.
 Time and distance: When two people want to communicate, if receiver does not have
time to listen to communicator then it acts as a barrier. Besides, if there is too much
distance between person-A and Person B, the distance act as a barrier to communication.
 Defects in the medium of communication: Defects in the communication medium is a
barrier to communication. Suppose, two people are communicating over a telephone and
there is some disturbance in the telephone line. So, receiver would not able to get proper
message of the sender. Mediums have to use network facilities which might lead to
technical and technological problems. Mechanical and technical breakdowns such as
computer virus or crash or no network coverage can happen anytime. This are treated as
barrier to effective communication.

Psychological Barrier: The psychological barrier of communication is the influence of

psychological state of the communicators (sender and receiver) which creates an obstacle for
effective communication.

a) Emotions: The communication is greatly influenced by the emotions of a person. If a

person is not in a good temperament, then he would not listen properly to whatever is
said and might say things offending the sender. Several other emotions such as anger,
nervousness, confusion, restlessness, etc. affects the communication process. The same
message may be interpreted in different manners when a person angry or frustrated.
b) Lack of confidence: When there is distrust between sender and receiver then the sender
or initiator suffers lack of confident to communicate with the receiver of the message.
c) Laziness: In organization, sometimes manager feels that the message has already been
passed or spread but actually they don’t take any action to formally pass the message.

Language or Semantic Barrier

Semantic barriers refer to the obstacles caused in communication due to problems with the
interpretation of word meanings. It can be in form of language, sign and symbol. This barrier is
also known as “Language Barrier”.

For examples, an advertisement states, “we sell for less.” It is ambiguous and raises the
question: less than what? In another case, during meeting, a male colleague said to one of his
female colleague, “Why don’t you dye it?” meaning her hair. The female colleague thought he
said, “Why don’t you diet?” she did not speak to him for a month. Semantic barrier presents
difficult challenge when people from different cultures communicate with each other.

a) Lack of common Language- Communication may be done in different languages and

receiver may not be expert in different languages. This causes barrier to communication.
A Bangla speaking boss and Chinese or Hindi speaking employee won’t be able to
communicate each other properly.
b) Poor Vocabulary: In written communication, we need to use appropriate words for
effective communication. If we cannot use the right words in right situation, it will act as
barrier to communication.
c) Poor knowledge of grammar & punctuation: Grammatical mistakes and wrong use of
punctuation is a common communication barrier, especially in case of written
communication. Incorrect spelling or a lack of punctuation may create confusion. Your
audience may be left guessing what you are trying to say. Spelling errors and
grammatical mistakes may also change the meaning of your message, which might result
in misinformation.
d) Vague Word: Use of vague word in communication causes problem because such word
creates different meaning and therefore the message loses its appeal.
e) Use of Local Dialect: The tone of different region is different and therefore using local
dialect in communication will obviously create adverse impression. This acts as barrier
to communication.
f) Use of Technical Words: Receiver may fail to understand the meaning of technical
words and therefore use of such words in communication hampers the whole
 communication.

Personal/Individual Barriers:
Barriers created by the sender and receiver are known as individual barriers. Such barriers
include the following:
a) Personal attitude: The personal attitude and opinions of the receiver often interfere with
communication. If the message is consistent with the receiver’s attitude and opinion they
receive it favorably. When the message is inconsistent with the receivers attitude and
opinions, they are not likely to be received favorably.
b) Lack of confidence in subordinate: Messages are more easily understood when both the
sender and receiver can empathize with each other, as well as with what is being said. In
an organization, when the superior-subordinate relationship is not proper or superior
don’t have faith or trust to the subordinate then the subordinates lack confidence in
giving the message to the superior.
c) Overload of message: Information overload is the situation when a person is given too
much information at a time. 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.

Organizational barriers: The barriers that generate form within the organization are known as
organizational barriers may be of the following types:

a) Wrong Choice of Medium: A wrong medium or an inappropriate medium chosen for

communicating a message will act as a barrier to communication. On a shop floor you
cannot use a long written memo of instructions whereas your information on a new
product in the market could be only through an effective and attractive advertisement. If
you select the wrong means of medium in an organization, the message will not
delivered by the sender to the receiver.
b) Status relationship: Status or position in the hierarchy of an organization is one of the
fundamental barriers that obstructs free flow of information. A superior may give only
selected information to his subordinates so as to maintain status differences.
Subordinates, usually, tend to convey only those things which the superiors would
appreciate.
c) Lengthy Process: In an organization, there is a hierarchy through the communication
flows. It is more structured and formal way of communication. If the hierarchy is too
much lengthy, it takes a long time for the communication to reach from top to bottom or
from bottom to top. In an organization, information travelling through formal structure
introduces rigidity and causes-delay because of long lines of communication. Similarly,
lack of instructions for further conveying information to the subordinates and heavy
pressure of work at certain levels of authority also act as barriers to effective
communication.
Socio-psychological Barrier:

Problems of understanding, interpretation and response to communication arise partly from our
socially-learnt attributes and partly from our personal attributes. These are called socio-
psychological barriers. Some Socio-psychological barriers are:

a) Inference: Inference is a conclusion that a person draws about another one as per prior
information or as for the past experience. In an organization, when a manager or top
level management has drawn an inference, then it acts as a barrier to communication.
b) Bad Listening: listening properly is the most important part of effective communication.
Poor listening skills definitely make a huge, negative impact on team morale and
productivity. This situation usually results in conflicts and misunderstandings among
team members, and it creates a negative environment.

Inattentiveness: Inattentiveness is also treat as communication barrier. Due to inattentiveness,

receiver receives faulty messages. While listening to somebody, we often unconsciously remain
inattentive when the idea being transmitted is new and our mind is not ready to accept it.
Ways to overcome Communication Barriers
Overcome the communication barriers are essential to ensure effective communication.
Although it is not possible to eliminate all the barriers, they can be minimized to a great extent.
The following guidelines are offered in this regard
 Provision for feedback: In order to make communicate effective, mangers should actively
seek feedback from subordinates. Feedback reduces the chance of misunderstanding and
disparity between the messages sends and received.
 Selecting proper media: Effectiveness of communication largely depends on
appropriateness of media. Therefore, media should be selecting considering some factors
such as importance of message, communication environment, knowledge of the receiver
etc.
 Attentive Listening: To make an effective communication, both sender and receiver should
be attentive listener from their respective position.
 Use of Simple and Meaningful Words: Communication must avoid vague words and use
simple words which are meaningful in the mind of receiver.
 Reducing information overload: Communication system becomes defective if more
information flows at a time than is necessity. To resolve this problem, only necessary
information should be conveyed. Moreover, separate messages should be communicated
after certain intervals.
 Informal Relations: Before making any formal communication, informal relations can
play a vital role to make communication effective.
 Clear organizational policy: Organization should have adequate, clear and explicit
communication policies. Such policies will reduce confusion and promote the flow of
communication.
 Reorganization: In order to create a favorable communication climate, complex
 organization structure should be reorganized. Reorganization may involve reducing
authority layers and establishing clear authority and responsibility relationship.
 Management development: For improving communication skills, management
development is necessary. This development is possible through delegation of authority,
decentralization, arranging seminars and workshops, providing training on computers and
other electronic means of communication.
 Orientation: Orientation refers to introducing the newly appointed employees with the
company mission, goals, policies, rules and regulations, procedures etc. this can greatly
enhance the effectiveness of communication in the organization.
 Communication audit: One way to improve communication in organization is to conduct a
communication audit. Communication audit means examining and evaluating
communication networks, communication functions and communication principle. If
communication audit is undertaken after certain intervals, communication will obviously
improve.
7 How can nonverbal communication aside from the words themselves transmit meaning?
Discuss it with some examples.

Ans. Non-verbal communication includes any communication occurring without the use of words. So,
it is also known as non-word communication. Nonverbal communication is behavior and
elements of speech aside from the words themselves that transmit meaning. In nonverbal
communication, messages are transmitted through appearance, body language, posture, tone of
voice or facial expressions etc. Nonverbal communication also be in the form of pictorial representations,
signboards or even photographs, sketch and paintings.
So, Nonverbal communication (NVC) is the nonlinguistic transmission of information, views, thoughts
through appearance, body language, posture, tone of voice or facial expressions etc. to the other
peoples.
Types of Non Verbal Communication
We will discuss here only the following types of communication that occur without words.

Body Language:
Some parts of our body can express many indications without any sound. Message can be
transmitted with the help of our body movements which is called body language. Body language
is a form of non-verbal communication, which consists of posture, gestures, facial expressions,
eye movements etc. In a community, there are agreed-upon interpretations of particular
behavior. Interpretations may vary from country to country, or culture to culture.
Example:
 By waving our hands we express ‘good-bye’;
 By shaking our head from side to side we express “we do not know”.
 Chewing on the bottom lip may indicate that the individual is experiencing feelings of
worry, fear, or insecurity. Tightening of lips might be indicator of distaste, disapproval
and distrust.
 Crossed arms might indicate that a person feels defensive, self-protective, or closed-off.
  Handshake is an initiating gesture and more formal way of connecting with people and
encouraging them for further interactions. Studies have also categorized several
handshake styles, e.g. the finger squeeze, the bone crusher (shaking hands too strongly),
the limp fish (shaking hands too weakly), etc. Handshakes are popular in the US and are
appropriate for use between men and women. However, in Muslim cultures, men may
not shake hands or touch women in any way and vice versa. A firm, friendly handshake
has long been recommended in the business world as a way to make a good first
impression,

Facial expression:
A facial expression is one or more motions or positions of the muscles in the skin of face. These
movements convey the emotional state of the individual to observers. The human face can
produce thousands of different expression. A proverb says, “Face is the index of mind.”
Happiness, Sorrow, Fear anger, sadness, surprise, fear, disgust and all types of emotion can be
expressed through our face and eyes. Happiness is associated with an upturned mouth and
slightly closed eyes; fear with open mouth and wide eyed stare. Flitting eyes and pursed lips
convey a lack of trustworthiness. A lack of crinkles around the eyes suggests a potentially fake
smile. When you're smiling joyfully, they crinkle.

There are six facial expressions such as happiness, sadness, anger and fear, Disgust & Surprise
have the almost same in different areas.

However, interpretation of facial expression across cultures are different. In China and Japan,
for example, a facial expression that would be recognized around the world as conveying
happiness may actually express anger or mask sadness, both of which are unacceptable to show
overtly.

Gestures:
Gestures refers to visible bodily actions communicate particular messages which include
movement of the hands, face, eyes, head or other parts of the body. Common gestures include
waving, pointing, and using fingers to indicate numeric amounts. Culture-specific gestures that
can be used as replacement for words, such as the hand wave used in western cultures for
“hello” and “goodbye”.
The following examples are just a few common gestures and their possible meanings:
 A clenched fist can indicate anger in some situations or solidarity in others.
 A thumbs up and thumbs down are often used as gestures of approval and disapproval.
 The "okay" gesture, made by touching together the thumb and index finger in a circle
while extending the other three fingers can be used to mean "okay" or "all right." In some
parts of Europe, however, the same signal is used to imply you are nothing. In some South
American countries, the symbol is actually a vulgar gesture.
 The V sign, created by lifting the index and middle finger and separating them to create a V-
shape, means peace or victory in some countries. In the United Kingdom and Australia, the
symbol takes on an offensive meaning when the back of the hand is facing outward.
Posture:
The term posture refers to how we hold our bodies as well as the overall physical form of an
individual. Posture can convey a wealth of information about how a person is feeling as well as
hints about personality characteristics, such as whether a person is confident, open, or
submissive. Sitting up straight, for example, may indicate that a person is focused and paying
attention to what's going on. Sitting with the body hunched forward, on the other hand, can
imply that the person is bored or indifferent. In interview sessions, experts advice mirroring an
interviewer’s tendency to lean in and settle back in his/her seat.

Consider the following actions and note cultural differences:

 Bowing not done criticized or affected in US; shows rank in Japan.

 Slouching rude in most Northern European areas.
 Hands in pocket-disrespectful in Turkey.
 Sitting with legs crossed-offensive in Ghana, Turkey.
 Showing soles of feet-offensive in Thailand, Saudi Arabia.
 Slouching in Taiwan is considered disrespectful, while other parts of the world may not
think much of it one way or another.
 In America, standing with hands on the hips may suggest power or pride, but in Argentina, it
may suggest anger or a challenge.

Eye Gaze or Eye contact:

Eye contact indicates looking, staring and blinking etc. which is important in nonverbal
behaviors. Looking at another person can indicate a range of emotions, including hostility,
attention, interest, and attraction, defines power and status and has a central role in managing
impressions of others.
Western cultures mostly consider eye contact to be a good gesture. It shows attentiveness,
confidence and honesty. Other cultures such as Asian, Middle Eastern, Hispanic and Native
American do not take it as a good expression. It is taken as a rude and offensive expression.

Whether or not eye contact is made, who makes it and how long it lasts vary tremendously in
meaning. In many Asian cultures, avoiding eye contact is seen as a sign of respect. However,
those in Latin and North America consider eye contact important for conveying equality among
individuals. In Ghana, if a young child looks an adult in the eye, it is considered an act of
defiance. In America, looking someone in the eye is considered a sign of trustworthiness.

A few examples of the eyes movements:

 when glancing sideways: shows a possible romantic interest, or a flirt
 staring intensively without losing eyes: reveals threatening feelings
 prolonged blinking: indicates a losing interest, usual to happen with raised eyebrows
Appearance and dress:
External appearances also play a vital role to communicate others. Our clothes dress provide a
good visual signal to our interest, age, personality, taste, and sex. Our choice of color, clothing,
hairstyles and other factors affecting appearance are also considered a means of nonverbal can
evoke different moods. Consider differing cultural standards on what is attractive in dress and
on what constitutes modesty. For example, seeing the dress of army officers, we can easily
determine the job status.

Touch:
The meaning of a simple touch differs between individuals, genders and cultures. In Mexico,
when doing business, men may find themselves being grasped on the arm by another man. In
Indonesia, to touch anyone on the head or touch anything with one’s foot is considered highly
offensive.
Touch is culturally determined. But each culture has a clear concept of what parts of the body
one may not touch. Basic message of touch is to affect or control-protect, support and
disapprove (i.e. hug, kiss, hit, kick). Islamic cultures generally don’t approve of any touching to
opposite genders (even handshakes). But consider such touching (including hand holding, hugs)
between same sexes to be appropriate.

Silence:
Silence is another form of non-verbal communication which expresses the positive or negative
meanings of particular messages. In a classroom, silence indicates that students are listening
carefully and attentively.

Space and distance:

Space and distance are also meaningful non-verbal communication technique. Two colleagues
of same rank can sit side by side in an office or even can walk keeping and in hand but a
subordinate has to maintain a specific distance from his boss. Thus space end distance between
different individuals indicates their position and relationship among them.

Time:
There is an old saying, “Time is money” – in modern business culture time is really important.
By using our own attitude towards time we can convey specific message. For example, in our
country sometimes some high officials show their importance by making other people wait for
them. We can also demonstrate our eagerness or positive attitude by arriving at time.

Paralanguage:
Paralinguistic refers to vocal communication that is separate from actual language. Paralanguage
also includes such vocal characteristics as rate (speed of speaking), pitch (highness or lowness
of tone), inflection, volume (loudness) and quality (pleasing or unpleasant sound).
 Vocal characterizers (laugh, cry, yell, moan, whine, belch and yawn). These send
different message in different cultures (Japan- giggling indicates embarrassment; India-
belch indicates satisfaction)
  Vocal qualifiers (volume, pitch, rhythm, tempo, and tone). Loudness indicates strength in
Arabic cultures and softness indicates weakness; indicates confidence and authority to
the Germans; indicates impoliteness to the Thai; indicates loss of control to the Japanese.
(Generally, one learns not to “shout” in Asia for nearly any reason). Gender-based as
well women tend to speak higher and more softly than men.
 Vocal segregates (UN-huh, shh, uh, ooh, mmmh, hummm, eh mah, lah). Segretates
indicate formality, acceptance, assent, uncertainty.

Visual communication:
When communication takes place by means of any visual aid, it is known as visual
communication. Such as facial expression, gesture, eye contact, signals, map, chart, poster,
slide, sign etc. for example, to indicate ‘danger’, we use red sign, to indicate ‘no smoking’, we
use an image showing a lighted cigarette with across mark on it etc.

8 How would you distinguish between oral communication and face-to-face communication?
What are the advantages of face-face-communication?

Ans. Face to face communication

Face to face communication is an important medium of oral communication. When a small

group of people or only two persons involve them in informal talking when they come to face to
face, it is called face to face Communication. It is one kind of two-way oral communication as
both the parties are involved here in conversation.
Everyday people exchange their ideas and opinions through Face to face communication
whenever they get chance. It is a widely used technique of oral but informal communication.

All face communication is oral, but all oral communication need not to be face to face For E.g.
the telephonic talk is oral but not face to face.

In face to face communication at least two individuals (receiver and sender) should be
physically and mentally present at the place of communication.

Characteristics of Face to Face Communication

The important characteristics of face- to- face conversation are discussed below-
 Straight Communication: The important feature of Face to face communication is that it is
very much direct or straight. The parties involved in Face to face communication exchange
message directly without using any media. No other communication technique is as direct
as it is.
 Informal: Face to face communication is very informal. Under this method the sender and
the receiver exchange message freely and openly. No formalities are maintained here.
 Mutual Relation: Face to face communication depends on the mutual relationship between
the sender and receiver of the message. Nobody can interfere in such type of
communication.
 No Cost Communication: Face to face communication is a no cost communication in
 nature as it does not require any instrumental arrangements.
 Widely Used: In most of the cases, communication takes place in the form of face to face
conversation. Because of its inherent nature, it is widely used in every sphere of life.
 Word of Mouth Effect: Another important characteristic of Face to face communication
is that it produces huge word of mouth effect. It helps to spread the negative and positive
news about anything of the message.
 Effect of Facial Expression: Another important characteristic of Face to face
communication or communication is that here the facial expression of the sender and the
receiver has immense effect of the entire communication or conversation process.
 Instant Feedback: An important nature of face to face communication is that it produces
instant and quick feedback.

What are the advantages of face-to-face communication?

 Instant Feedback: An important nature of face to face communication is that it produces

instant and quick feedback.
 No Cost Communication: Face to face communication is a no cost communication in
nature as it does not require any instrumental arrangements
 Saves time: Here communication occurs directly between sender and receiver of the
message, so it saves time.
 Minimize the risk of miscommunication: As communication is take place directly to the
sender and receiver, so it minimizes risk of miscommunication. For instance, if someone
use e-mail for communication, it may crates misunderstanding the message.
 Face to Face Communication Makes it Easier to Sense What a Person is Really Thinking
 Shows body language: One of the benefits of face to face communication is the live
feedback translated through the body language and facial expressions. Using face-to-face
communication helps people express their feelings, ideas much better. Other forms of
communication can never provide the advantage. One can also hear the tone of voice which
makes it easier to interpret the person’s feelings. On the other hand, one is able to show
own reactions and emotions.
 Builds relationships: Another benefit of face to face communication is that it helps in
expanding the network and enhancing future communication. It provides a feel of
friendliness which, in turn, boosts the success of the relationships, whether they are
personal or business relationships. Using emails or phones wouldn’t give you the
opportunity to build camaraderie. Face to face communication is great form of persuasion,
engagement, and leadership.
 Face to face communication offers more scope to motivate team members than electronic
communication.

How would you distinguish between oral communication and face to face communication?

Face to face communication is an important medium of oral communication. Oral

communications is when a person speaks as a way of communication via telephone or other
means. Face to Face communication is when two or people are together in a room speaking to
 each other.

9 “Make frequent eye contact with the audience. Really look at the audience as you talk to
them. Engaging them directly with your eyes transfers a bit of your energy to them and
keeps them focused on your content. Making eye contact says that you are in charge of the
room and for a presentation” which type of communications these criteria belong to? Give
reasons for your selection.

Ans. It’s related to oral communication.

The old saying that “eyes are a reflection of your inner self” holds true in most cases. There are
a lot of meanings to eye contact. Eye contact is a form of nonverbal communication and is
thought to have a large influence on social behavior. Our eyes reflect our sincerity, integrity and
comfort when communicating with another person. Eyes are a way of building a connection
with the other person.
Eye contact is of vital in a face to face conversation and presenting a topics to the audience. If
somebody is needed to attract the audience or people to whom talking to, just keep eye contact,
just match your eye contact with your partner's/audience. Studies show that simply looking
each other in the eyes without saying anything can make someone feel attracted to you. When
you are trying to attract someone and show them you are interested you can talk and listen with
your eyes. Here are 10 reasons why presenters should look at people, one at a time, when
addressing an audience of any size.

1. Focusing your eyes helps you concentrate. When your eyes wander, they take in random,
extraneous images that are sent to your brain, slowing it down.
2. When you fail to make eye contact with your listeners, you look less authoritative, less
believable, and less confident.
3. When you don't look people in the eye, they are less likely to look at you. And when they
stop looking at you, they start thinking about something other than what you're saying,
and when that happens, they stop listening.
4. When you look someone in the eye, he or she is more likely to look at you, more likely
to listen to you, and more likely to buy you and your message.
5. When you look a person in the eye, you communicate confidence and belief in your
point of view. One of the most powerful means of communicating confidence and
conviction is sustained, focused eye contact.
6. Sustained, focused eye contact makes you feel more confident and act more assertively.
It may feel weird at first, but when you practice, it becomes a habit that gives you power.
7. When your listeners see your eyes scanning their faces, they feel invited to engage with
you. They feel encouraged to signal to you how they feel about what you're saying--with
nods, frowns, or skeptical raisings of their eyebrows.
8. As a result, your listeners are transformed from passive receivers to active participants.
Your monologue takes the form of a dialogue, albeit one in which you speak words
while they speak with gestures and facial expressions. Your speech or presentation is
suddenly a conversation.
9. However, to have a successful dialogue with your audience, you must respond to what
your listeners are signaling. So, for instance, when you see skepticism, you might say, "I
know it seems hard to believe, but I promise you, the investment makes sense. The data
 bears it out. "
10. Finally, when you look someone in the eye for three to five seconds, you will naturally
slow down your speech, which will make you sound more presidential. In fact, you will
find that you are able to pause, which is one practice that has helped President Obama
become a powerful and effective orator.

Therefore, Make frequent eye contact with the audience creates an engagement with them.
Engaging them directly with your eyes transfers a bit of your energy to them and keeps them
focused on our content. Making eye contact says that, the presenters are in charge of the room
and for a presentation.

10 Since one expression might have more than one interpretation, and these variations and
differences may lead to conflict or escalate existing conflict, it is therefore important to
understand something about cultural starting-points and values in order to interpret
emotions expressed in cross-cultural interactions.-Explain it with special reference.

Ans. The varying cultural backgrounds and our learned behavior specific to the culture defines every
nonverbal communication such as body language, personal appearance, facial expression,
gestures, postures or even silence. Every culture interprets nonverbal communication differently,
therefore miscommunication can occur when intercultural people do communicate. People can
offend others without meaning to due to their cultural differences in non-verbal communication.

The human face is extremely expressive – able to communicate countless emotions without
saying a word. Happiness, Sorrow, Fear anger, sadness, surprise, fear, disgust and all types of
emotion can be expressed through our face and eyes. Interpretation of facial expression across
cultures are different. In China and Japan, for example, a facial expression that would be
recognized around the world as conveying happiness may actually express anger or mask
sadness, both of which are unacceptable to show overtly.

Such differences of interpretation may lead to conflict or escalate existing conflict. Suppose a
Japanese person is explaining her absence from negotiations due to a death in her family. She
may do so with a smile, based on her cultural belief that it is not appropriate to inflict the pain of
grief on others. For a Westerner who understands smiles to mean friendliness and happiness, this
smile may seem incongruous and even cold, under the circumstances. Even though some facial
expressions may be similar across cultures, their interpretations remain culture-specific.

A smile is one of the most common examples of a facial expression in different cultures. While
Americans smile freely at strangers, in Russia this is considered strange and even impolite. In
Asian cultures a smile isn't necessarily an expression of joy and friendliness but it can be used to
convey pain and embarrassment.

Since one expression might have more than one interpretation, and these variations and
differences may lead to conflict or escalate existing conflict, it is therefore important to
understand something about cultural starting-points and values in order to interpret emotions
expressed in cross-cultural interactions.
 11 Every organization has hierarchal line of authority along which runs a communication
channel used for transmitting all written and oral messages”. Justify it with the
communication flow.

Ans. Every firm has an organizational pattern to carry out its activities. Traditionally, organizational
structure has always been in the form of a hierarchy. A pyramid organizational structure
functions following the shape it's named for, with one leader at the top, a small executive
leadership team below, and tiers of managers leading down to the bottom team of employees.
Each tier of managers manages the tier below, which distributes the responsibility more evenly.

The power of major policy decision lies with the board of directors, while execution of the
policy is entrusted to the Managing director. The managing director passes on all relevant
information to departmental managers, who in turn, issue instructions to the first line managers
or supervisors. The first line managers who supervise and coordinate the activities of operating
employees. This level of management responsible for assigning of jobs and tasks to various
workers, guiding and supervising employees on day-to-day activities of the organization.

Organization has a hierarchical line of authority along which runs a communication channel for
transmitting all written and oral messages. In the organization the information flows from top to
bottom or bottom to top. The top level management send the information to the next hierarchy
of management and take feedback from the lower level of management. The exchange of
information also occurred between people of same level in the organizational hierarchy.
Information can also move diagonally between and among levels of an organization, such as a
message from a customer service department to a manager in the manufacturing department or a
message from the chief financial officer sent down to all department heads.

Board of Director Initiator or Sender

Receiver of the Message

Managing
Director

Senior Management

Middle Level Management

First line Supervisor

Receiver of
Initiator or Sender Worker/Clerk the Message

Figure-Organizational Pyramid and communication

In organization, it is found 3 types of information flow.

1. Downward Communication
2. Upward Communication
3. Horizontal Communication

Figure given below shows information flow in an organizational communication

Vertical Communication

Horizontal

Diagonal

Figure-2.6 Information Flow in an Organization

Downward Communication:

Downward communication is that communication in which information flows from superior to

subordinates. Through downward communication, managers communicate organizational goals,
policies, procedures, orders, instructions, decisions etc. to their subordinates. For example,
managing director communicating with the heads of various departments in an organization, a
manager giving directives to an assistant manager or supervisor and supervisor giving
instruction to the workers, all are engaged in the process of downward communication.

Newstrom and Davis defined, “Downward communication in an organization is the flow of

information from higher to lower levels of authority.”

Downward communication is eminently suited to an organization in which the line of authority

runs distinctly downwards, with each rank clearly below another, to which it is directly related.
Downward communication can be of written or oral. Written forms of downward
communication are manuals, handbook, notices, electronic news displays etc. whereas, face-to-
face conversation, telephonic conversations, speeches, meetings etc. are the oral media of
downward communication.

Upward Communication
The communication channel which pushes the flow of information upward is known as upward
communication. Managers of the business organizations have to receive information continually
form the levels below them to know about the progress of works. It’s occur when information
flow upper the hierarchy form subordinates to superiors. Media of these types of
communications are meetings, suggestions, direct letters, direct communications etc.
 According to Bovee and others, “Upward communication is the flow of information form
lower level to higher levels in the organization.”

This communication takes place either in the nature of feedback or in the nature of original
thoughts and suggestions at the initiative of the lower levels.
Upward communication is primarily non directive and is usually found in participative and
democratic organizational environment.

Upward communication is often made in response to downward communication; for instance,

when employees answer a question from their manager. In this respect, upward communication
is a good measure of whether a company’s downward communication is effective.
The following types of messages or information is communicated through upward
communication:
o Progress and performance reports.
o Problem and exceptions to routine performance.
o Ideas and suggestions for improvement and problem solving.
o Requests for financial and accounting assistance and information.
o Expression of attitudes, grievances and disputes that influence performance both directly
and indirectly.

Horizontal Communication:

Horizontal communication is defined as the exchange, imparting or sharing of information, ideas

or feeling between people of same level in the organizational hierarchy. Communication
between departments, or people on the same level in the managerial hierarchy of the
organization is called horizontal or lateral communication or sideway Communication.
Horizontal communication is the most frequently used channel of communication.

According to David. H. Molt, Horizontal Communication is the process of exchanging

information between peers at any organizational level usually to co-ordinate activities.

Examples of horizontal communication is manager finance discuss with manager production,

sales manager communicates with human resources manager, discussion between two branch
manager or Investment officer exchange views with cash officer of a bank, clerks exchanging
information with one another.

From the above discussion it is to be said, organization has a hierarchical line of authority along
which runs a communication channel for transmitting all written and oral messages.

12 Which one is the most frequently used channel of communication? Justify it with the flow
and significance.

Ans. Horizontal communication is defined as the exchange, imparting or sharing of information, ideas
or feeling between people of same level in the organizational hierarchy. Communication
between departments, or people on the same level in the managerial hierarchy of the
organization is called horizontal or lateral communication or sideway Communication.
 Horizontal communication is the most frequently used channel of communication.

According to David. H. Molt, Horizontal Communication is the process of exchanging

information between peers at any organizational level usually to co-ordinate activities.

Examples of horizontal communication is manager finance discuss with manager production,

sales manager communicates with human resources manager, discussion between two branch
manager or Investment officer exchange views with cash officer of a bank, clerks exchanging
information with one another.

It is form of communication is crucial for efficient operations of the organization on day-to-day

basis, by providing an informal platform for information exchange.

Disadvantages of horizontal communication are as follows:

• Lack of authoritativeness: In downward communication pre-supposes acceptance, for it
flows downwards from the authorities. But horizontal communication, being between
people of the same rank, lacks this advantage.
• Rivalry among individuals: In this era of fierce competition, where careers are at stake,
some individual might deliberately suppress or distort information. Moreover, they will
conceal their information intentionally to deprive someone from the real news.
• Interdepartmental conflict: The success of horizontal communication depends on good
relationship between sender and receiver. If there is any conflict, distrust or suspicion
between them, horizontal communication will be ineffective.
• Lack of control: Sometimes too much horizontal communication creates problem for the
management and controlling may become difficult as the horizontal communication
increases.

Essentials of Horizontal Communication

The essentials of effective Horizontal communication are as follows:

 Recognition: To make Horizontal communication effective top executive must recognize it

is a realistic and useful way to exchange a message.
 Direct supervision: To make more effective of this system manager should convince the
workers.
 Interdepartmental communication increase: To make it effective, organizational
structure should be made in such a way that opportunity for interdepartmental
communication can be ensured.
 Discipline: To make more effective discipline to be maintained strictly in every level.
Otherwise, management may be broken.

13. “Upward Communication is very useful but very difficult”. Could you suggest some
methods of increasing effectiveness?

Ans. Upward Communication

The communication channel which pushes the flow of information upward is known as upward
communication. Managers of the business organizations have to receive information continually
 form the levels below them to know about the progress of works. It’s occur when information
flow upper the hierarchy form subordinates to superiors. Media of these types of
communications are meetings, suggestions, direct letters, direct communications etc.
According to Bovee and others, “Upward communication is the flow of information form
lower level to higher levels in the organization.”
This communication takes place either in the nature of feedback or in the nature of original
thoughts and suggestions at the initiative of the lower levels.
Upward communication is primarily non directive and is usually found in participative and
democratic organizational environment.
Upward communication is often made in response to downward communication; for instance,
when employees answer a question from their manager. In this respect, upward communication
is a good measure of whether a company’s downward communication is effective.

Essentials of effective upward communication

Effective functioning of an organization significantly depends on proper and effective use
upward communication. To make upward communication effective, due attention must be given
on the following aspects:
1. Open-door policy- Managers should help their subordinate to shed their inhibitions and
express them freely. A genuine open door policy can be a real aid to upward communication.
The true test of whether the manager has open door attitude is when his employees feel
psychologically free to enter.
2. Shortening the communication line: Long line of communication causes distortion and loss
of information in the organization. It also hampers free and fair flow of information and
delays the decision making process. To avoid such problems and to encourage upward
communication the lines of communication must be shortened to a little desired numbers.
3. Arranging proper grievance handling procedures: The superiors should be attentive
towards the message of their subordinates. If they find any genuine grievance, it should be
resolved promptly.
4. Reward for good suggestion: The subordinates should be rewarded for conveying potential
and valuable suggestions. This rewarding system can inspire them to communicate with their
superiors.
14 “Body language and non-verbal cues are perhaps the major detrimental of how your
audience perceives you and your presentation; the cues and messages that sends out while
you speaking your presentation can both reassure your audience and reinforce your
spoken message.”-Justify it with some special references.

Ans. Body language is a type of nonverbal communication in which physical behaviors such as
facial expressions, body posture, gestures, eye movement, touch and the use of space, as
opposed to words, are used to express or convey information. Body language plays an important
role in making oral presentation effective. It can make all the difference between a dull, static
presentation and a dynamic, engaging one. A confident and positive language attract the
listener’s attention body and makes communication effective.

Body language and non-verbal cues are perhaps the major detrimental of how effective we are
as presenters. The cues and messages that we send out while we are speaking during our
presentations can both reassure our audience and reinforce your spoken message. Thus keep
these simple guidelines in mind as developing presentation skill.
 For effective communication by using body language, there is golden rule: “Be natural
and relaxed”:
 Maintaining Eye Contact: Always maintain eye contact with your audience. Using eye
contract when speaking is a great way to engage the audience, but it can also emphasize the
content of your speech by reflecting empathy or underscoring the seriousness of what you’re
saying.
 “Be facially expressive”: The first and most obvious thing to remember is to make sure that
you are using your face at all. Giving a presentation with a blank face, without any particular
facial expression is like speaking in a monotone – no matter how great your content is, your
audience will not be engaged. Even some simple steps from the outset, such as opening your
eyes wider, raising your eyebrows a little, and smiling, can make a huge difference in
setting the tone for your presentation. Your facial expressions convey your emotions. A
frowning person is usually upset. Offer a smile when talking to someone, as long as it is not
inappropriate to the situation.
 Dress appropriately. Dress is symbol of personality. An individual’s clothing style can
demonstrate level of confidence, cultural origin or preference, interests, age, level of authority,
values and beliefs. Dressing correctly helps you create the first impression among your
audience. The rule of thumb is to dress one level nicer than the audience will be dressed.
However, Casual dressing is a strict no in office presentations. Pick the right colors. There is
a psychology behind this. A gray suit or blazer reflects that you are personable and
approachable while a navy blazer or suit reads more authoritative. Pinstripes, when added to
either suit choice, adds an element of professionalism.
 “Smile often”-Smiling is an important aspect of body language during a presentation. It’s
easier to engage with your audience when you smile all throughout your presentation.
They’ll be more likely to reciprocate your smile and pay attention to what you’re saying.
 Mind Your Posture-Hunched shoulders and slouching can indicate insecurity while straight
shoulders, erect and tall posture convey confidence. Proper posture enables one to make oral
presentations forceful and compelling. It adds power to one's presentation. With this in mind,
here are a few Do’s and Don’ts when it comes to posture during a presentation:
 DON’T slouch
 DON’T be tense
 DO think about your audience
 DO be adaptable
 Body movement or gesture: if you stand still without moving any other part of your body, it
can create a very strange impression. The purpose of using gestures when giving a
presentation is to make your message clearer and more interesting. In short, your gestures
should mean something. For example, if you are making a contrast between big and small,
you can use hand gestures to represent this. If you are giving a numbered list, you can show
the numbers with your hand so that both people’s eyes and ears are engaged.
 Put space to good use: The stage is yours for the taking, so put it to good use. Moving
 around on stage tells your audience you’re comfortable in your own skin. You don’t want to
stay in one place all throughout your presentation. Rather, you want to move around from
one spot to another. Move naturally though, you don’t want to look like you’re moving
around just for the sake of it!
 Speak clearly and confidently: Speak naturally, clearly and in your regular voice. Avoid
sighing repetitively or speaking in a high-pitched voice. Take a deep breath before speaking.
Think before you speak. Speaking in a monotone voice is a surefire way to bore your audience. Vary
your vocal tone.
 Leave your hands free so that you can emphasize points naturally.

In this way, body language plays an important role in making oral presentation effective. It can
make all the difference between a dull, static presentation and a dynamic, engaging one.
15 How memorandum different from letter? Prepare a memorandum to an office assistant
taking disciplinary action against him leaving the office early.

Ans. Memo and letters both are used for internal communication to convey message or information.
But the memo format is different from that of a letter. Since a memo moves from one
department to another or from one employees to another, it is essential to write the name of the
person sending the memo and the designation or department of both of the persons. It must also
have reference numbers. The memo is properly dated, is written in a direct style, and is as brief
as possible.

A memo is not very different from a letter; only, a memo being used within the organization, the
formal aspect of the letter are dispensed with. But like a letter, it must be clear, concise and
courteous etc.

Difference between memo and letter

Points of Memo Letter

Difference
Use A memo is used internally within an
organization moving upward,
downward or horizontally. It is never
sent out side.
Format A memo does not require return
address, salutation or complimentary
close. It uses: To, from, Date and
Subject heading.
Content Memo can use technical jargons and
abbreviations because their meaning is
understood by the people within the
organization.
Whereas letters are used both for
internal and external communication
It has also large usage beyond the
scope of an organization.
A letter requires inside address.
Salutation and complimentary close.
While communicating to external
people through letter, simple words
are encouraged rather than jargons.
 X Bank Bangladesh Limited
Barshal Zone, Barishal

Ref. IBBL/ZO/BSL/2019/ Date: 25.04.2019

Md. Parvej Ahmed

Senior Office Assistant,
X Bank Bangladesh Limited
Barishal.

Sub: Explanation.

Janab
Assalamu Alaikum.
It is observed with deep concern that you have left unauthorizedly the office frequently before close of
the business hour without taking any permission from the undersigned keeping the office insecure which
is clear violation of Bank's service rule as stated in i. Chapter-06, Article-1.03 of Human Resources
Policy Manual & ii. Instruction circular letter No. HRD/927, Dated- 23.01.2006.

Your behavior is quite unbecoming which not only hinders your activities towards growth &
development of the Bank but also adversely affect the other officials working in the office. This is not at
all desired and cannot be allowed to continue.

As such, you are asked to explain your position on your unauthorized leave of the office violating the
Bank's rules within 03 (three) days of the date hereof, failing of which appropriate disciplinary action
shall be taken against you.

Ma-assalam

VP & Head of Zone.

16 Mention five situations wherein office orders have to be written. Draft an office order
asking the employees not to use the office telephone for personal purpose.

Ans. The word “order” suggests acceptance or compliance. If a message is conveyed as an order, it
means that it carries a stamp of authority with it and has to be accepted. Office order is a tool of
downward communication; it travels from the higher –ups down to the subordinates.

Office Order is issued by competent authority. Office order contains instructions related to
office works, change of working hours, instruction on closed holidays, message by senior
authorities when they take over some organization, promotions etc.

Orders are usually related to

1. Posting
2. Promotion
 3. Suspension
4. Termination of services
5. Granting/withholding certain increment
6. Granting/withholding certain privileges
7. Imposing certain restrictions
8. Intimation of disciplinary action

Draft an office order asking the employees not to use the office telephone for personal
purpose.
Omega Bank
64, Motijeel, Dhaka

Ref No. Date:

Office Order

17 How is a notice different from a circular?

Draft a circular to the staff emphasizing the need for observing punctuality and adhering
lunch hours.
 Notice - A message / information's bringing to all which will be put up in common place
 Circular- A message / information's bringing to certain group of people belonging to the
information's.

The difference between a circular and a notice is that circulars are announcements that are
distributed to small or selective groups of people within the organization, whereas notices are
meant for a larger group of people.

Example – If a manager wants to call a meeting of heads of departments, he will pass around a
circular only to the heads, requesting them to attend that meeting.

On the other hand, notices generally contain information or announcements that are meant for
all the employees of an organization.

Example – A list of declared holidays for a calendar year is a notice, since the information is
relevant to all employees.

A notice is therefore a legal document that has to be put up on an official notice or bulletin
board.
 Draft a circular to the staff emphasizing the need for observing punctuality and adhering
lunch hours.

Omega Bank
64, Motijeel, Dhaka

Circular Letter No. 58/2019 date:

The Heads of departments,

The heads of the branches,

Subject: Strict Observing Punctuality and adhering lunch hours.

Attention of all concerned is drawn on the Circular No. HRD/3639, regarding the office time
table, wherein amongst others the time was fixed from 10.00am to 6.00 pm, with break from
2.00 pm to 2.30 pm for prayer and lunch. The sprit behind fixing of office time is to enforce
strict administrative discipline among the employees with regard to their punctual attendance
and timely departure duly ensuring effective customer service and efficient accomplishment of
all the assigned duties within prescribed timeframe.

But in some cases, it is being noticed that this timetable is being violated by means of habitual
late attendance/delayed departure which appears to have been detrimental to endeavor to ensure
effective and efficient service /work delivery side by side the efforts to minimize the
controllable expenses as well.

In this connection, all concerned are advised to rise to the occasion and ensure strict adherence
to above timetable by means of punctual attendance as well as allowing the employees under
respective control to timely leave the workplace.

It is to be circulated and duly signed by all concerned. Thanking you,

Yours faithfully,

18 What is tender notice?

Make a public notice informing the public in general that Mr. Nib is no longer an
employee of the company.

Tender Notice

The word "Tender" refer to invite bids for a project, or to accept a formal offer such as a
takeover bid. Tender usually refers to the process whereby governments and financial
institutions invite bids for large projects that must be submitted within a finite deadline. The
term also refers to the process whereby shareholders submit their shares or securities to a
takeover offer.
Invitation for tender means tendering process in which qualified suppliers or contractors are
invited to submit sealed bids for construction or for supply of specific and clearly defined goods
or services during a specified timeframe. Also called request for tenders. It is a formal,
structured invitation to suppliers, to bid, to supply products or services.
Public notices are announcements from all levels and branches of government, from businesses
and from individuals. Newspapers publish thousands of public notices every day, often in their
classified advertising sections.
19 Portray the following abbreviation:
ASAP-As Soon As Possible
BRU-Business Recovery Unit
CIMA-Chartered Institute of Management Accountants
WO-Work Order
DISC-Discount
IMF-International Monetary Fund
IPO-Initial Public Offering
GSV-Gross Sales Value
ICRM-Innovative Customer Relationship Management
LIFO-Last In, First Out
PR-Purchase Requisition
RONA-Return On Net Asset
SOHO-Small office/Home Office
ROS-Return On Sales.
PO-Purchase Order/Profit Objective
NAV-Net Present Value
LC-Letter of Credit
FIFO-First In, First Out
DI-Dispatch Information
CFM-Customer Relationship Management
SIOP-Sales Inventory and Operations Plan
WK-Week
COO-Chief Operating Officer
HQ-Headquarters
MTD-Month-to-date
PAT-Profit After Tax
PBT-Profit Before Tax
WO-Work Order.
ROA-Return on Assets
ROI-Return On Investment
NOA-Net Operating Assets
EPS-Earnings Per Share
ASP-Average Selling Price
20 Characterize the following business terms-Merchandise, Quota, Retailer, Upmarket, Benchmark,
Subsidiary, Patent, Recession, Consortium, Takeover
 Benchmark-Something that can be used as a comparison to judge or measure other
things. Benchmark is a standard, or a set of standards, used as a point of reference for
evaluating performance or level of quality. Benchmarking can be internal (comparing
performance between different groups or teams within an organization) or external
(comparing performance with companies in a specific industry or across industries).
Within these broader categories, there are three specific types of benchmarking: 1)
Process benchmarking, 2) Performance benchmarking and 3) Strategic benchmarking.
 Consortium-combination of several companies working together for a particular
purpose. A consortium is an association of two or more individuals, companies,
organizations or governments (or any combination of these entities) with the objective of
participating in a common activity or pooling their resources for achieving a common
goal.
 Merchandize-means goods that are produced in order to be sold, especially goods that
 are sold in a store. The activity of promoting the sale of goods at retail. Merchandising
activities may include display techniques, free samples, on-the-spot demonstration,
pricing, shelf talkers, special offers, and other point-of-sale methods.
 Recession-It means “a period of time when an economy or industry doing badly, and
business activity and employment decrease.” In economics, a recession is a business
cycle contraction when there is a general decline in economic activity.
 Quota- dictionary meaning of the word “quota” is a fixed, limited amount or number
that is officially allowed. A quota is a government-imposed trade restriction that limits
the number or monetary value of goods that a country can import or export during a
particular period. Countries use quotas in international trade to help regulate the volume
of trade between them and other countries. For example, the Organization of Petroleum
Exporting Countries sets a production quota for crude oil in order to "maintain" the price of
crude oil in world markets.
 Subsidiary-a company that is at least half owned by another company. A subsidiary,
subsidiary company or daughter company is a company that is owned or controlled by
another company, which is called the parent company, parent, or holding company.
 Takeover-To take control of something. A takeover occurs when an acquiring company
makes a bid to assume control of or acquire a target company, often by purchasing a
majority stake in the target. Takeovers are typically initiated by a larger company for a
smaller one. A friendly takeover occurs when a target company's management and board
of directors agree to a merger or acquisition proposal by another company. Example-
Facebook, and whatsapp
 Patent-An legal documentation giving a person or company the right to make or sell a
new invention, product or method of something and stating that no other person or
company is allowed to do this. A patent gives its owner the right to exclude others from
making, using, selling, and importing an invention for a limited period of time, usually
twenty years.
 Retailer: A business that sells goods to members of the public, rather than to shop etc.
 Upmarket-goods and services that are expensive when compared to others of the same type,

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