1 Essentials of Communication - NIOS Gorakhpurcompanion.sauda.com/pdf/ca/ipcc/Sample Chapter/Jul2015...to Keith Davis, Communication is the process of passing information and understanding

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CHAPTER

Essentials of Communication1THIS CHAPTER COMPRISES OF

L Introduction L Process of Communication L Formal & InformalCommunication L Grapevine L Interdepartmental CommunicationL Media L Non-Verbal Communication L Benefits L Barriers L WrittenCommunication L Business Letter L Layouts of letters L Planning &Composing Business Messages.

Marks of Objective, Short Notes, Distinguish Between, Descriptive & Practical Questions

� DESCRIPTIVE QUESTIONS

2005 - Nov [1] {C} Comment on the following statements in about 30 wordseach:

(i) The process of communication begins with a sender.

2.460 O Solved Scanner IPCC Gr. I Paper - 2C

(ii) Diagonal communication takes place between people working atdifferent levels.

(iii) Written communication is a time consuming activity.(iv) Empathic listening is good for healthy human relations.(v) Too frequent pauses do spoil the speech.(vi) Our surrounding environment speaks its own language.(vii) The face is the index of the mind. (1 mark each)

Answer :(i) The process of communication begins with a sender: According

to Keith Davis, Communication is the process of passing informationand understanding from one person to another. Thus the process ofcommunication begins when the sender feels the need for it and theidea generates 'in his mind. The sender is thus the source of messageand it is very correct to say that the process of communication beginswith a sender.

(ii) Diagonal communication takes place between people working atdifferent levels: Diagonal communication takes place when personsworking at a lower level interact with those working at a higher levelacross the limits of their reporting authority. It cuts across thedepartmental lines and information flows between people who areneither in the same department nor on the same level of organizationstructure.

(iii) Written communication is a time consuming activity: Writtencommunication is indispensable to an organisation. However, it suffersfrom one disadvantage and that is time factor. Written communicationtakes time to organise a message, to write and to send the mail orpost. It is a time consuming activity and is therefore not suitable whenthe message is to be sent immediately.

(iv) Empathic listening is good for healthy human relations: When thelistener puts himself in the position of the speaker it is called empathiclistening. Empathic listening develops healthy human relations as anefficient manager allows the speaker to vent out his pent up emotionsand show his feelings.

(v) Too frequent pauses do spoil the speech: In a speech pause isessential. One cannot go on speaking continuously. A pause howevershould be used effectively. It should be used as a right time to gain the

[Chapter # 1] Essentials of Communication O 2.461

listeners attention. However too frequent pause spoils a speech as thelistener begins to loose interest.

(vi) Our surrounding environment speaks its own language: Oursurrounding or physical environment speaks its own language whichis non verbal form of language. We interpret this language through oursensory perceptions. Two important aspects of this language is colourand layout.

(vii) The face is the index of the mind : Face is the media which reflectsour feelings and emotions. Thus face is an important tool of bodylanguage. Every part of the face be it eyes or eyebrows, lips, noseexpresses thoughts in mind. Face reveals both- the type and intensityof feeling.

2005 - Nov [2] {C} (i) What are the socio-psychological barriers tocommunication? (5 marks)Answer :Communication to be effective should be free of barriers which obstruct thefree flow of communication. Social and psychological factors are the mostdifficult barriers to communication. These consist of the following :

1. Attitude andopinions

The personal attitude and opinions of thereceiver often interfere with communication. Ifthe message is consistent with the receiver'sattitude and opinion they receive it favourably.When the message is inconsistent with thereceivers attitude and opinions, they are notlikely to be received favourably.

2. Emotions Emotions like fear, anger, worry, nervousnessblock the mind. It also blurs the thinking powerand one fails to organise the messageproperly. When the message is not organisedproperly it cannot be conveyed effectively.

3. Status difference Status consciousness is a very serious barrier.Subordinates fail to communicate to with theirsuperiors because either they are tooconscious of their low status or too afraid of


being snubbed off. Similarly many executiveskeep distance from their subordinates thinkingit too degrading to consult them.

4. Inattention In attention arises due to mental preoccu-pations or distractions. These causes barriersto communication.

5. Closed mind A person with closed mind is not willing tolisten and is not prepared to reconsider hisopinion. As such it is very difficult tocommunicate with such person.

KZ - 1 Knowledge ZoneOther Barriers are :1. Distrust : Distrust after fails to deliver the right message. When the

receiver is biased or hostile towards the sender the message is eitherignored or misinterpreted.

2. Poor retention : Successive transmission of the message aredecreasingly accurate. In the process of transmission a part of themessage is lost at every stage. This is because of poor retention onthe part of the receiver. Thus incomplete message is conveyed.

3. Premature evaluation : Premature evaluation prevents effectivecommunication. Some people form a judgement even before receivingthe complete message. And once judgement is already formed themind is closed to the rest of the message.

2006 - May [1] {C} Comment on the following statements of each :(i) You glow when someone puts an arm around you, reaches across the

table to hold your hand or envelops you in a hug.(ii) Your reaching office in time and completion of task within a specific

time span does not communicate anything.(iii) Proxemics explains kind of human relationships.(iv) Listening is antonym of hearing.(v) Communication is culture-bound.(vi) Diagonal communication, though practicable, has some limitations. (vii) Only one standard format is there in which a business letter can be

written.


(viii) You reach office late by ten minutes. Your boss first looks at you andthen the wall clock. But he utters no word.

(ix) Decoding may not always be accurate. (1 mark each)Answer :

(i) You glow when someone puts an arm around you, reachesacross the table to hold your hand or envelops you in a hug:Human being communicate in many ways other than through words.Words, very often fail to convey the exact meaning. Thus non-verbalsignals mutually understood by the sender and receiver are used. Thespace around the sender and receiver communicates too which iscalled Proxemics’. Thus one glows when someone puts an armaround, reaches across the table to hold the hand or envelops in ahug. Here a close contact is maintained and is the intimate spacelanguage.

(ii) Your reaching office in time and completion of task within aspecific time span does not communicate anything: Reachingoffice in time and completion of task within a specific time span doescommunicate. It communicates the importance of time. This non-verbal communication is called, Time Language. Time pervades ourthinking and dominates our communication. Under time language,people communicate with each other in terms of time by showing themin a very sophisticated way, the worth of time.

(iii) Proxemics explains kind of human relationships: Proxemics is thestudy of how we communicate within the space around us. For this thedistance between the sender and receiver is demarcated. Thedistance between the receiver and the sender while communicatingspeaks about the relationship between them. It is intimate if thedistance between them is physical contact to18 inches. It is personalif the distance between them is 18 inches to 4 feet. Thus proxemics doexplain kind of human relationships.

(iv) Listening is antonym of hearing: Listening is a deliberate effort. It isnot same as hearing. While hearing one has to make no effort. But forlistening one has to train ones ears and ask themselves as to why hewants to listen. Again, while listening one has to discriminate,evaluate, appreciate and react as well which is not required in hearing.


(v) Communication is culture bound: One has to be very careful inchoice of words so as to not to offend the receiver who may be havinga very different cultural background. Cultural difference very oftencome up as communication barrier. The same words, phrases,symbols etc. may mean different things to different people of differentcultural background.

(vi) Diagonal communication, though practicable has somelimitations: They are :(i) Anarchy – which takes place in the absence of well accepted

procedures for diagonal communication.(ii) Resistance by managers when not consulted.(iii) It violates the principle of unity of command and thus causes

conflicts and confusion.(vii) Only one standard format is there in which a business letter can

be written: Several formats are used for writing business letters. Choosing aparticular form is a matter of individual taste and preference. Thedifferent forms are : the indented form, the block form, the completeblock form, the semi-block form, and the hanging indented form. Oneshould choose the form which best suits ones business requirements.

(viii) You reach office late by ten minutes. Your boss first looks at youand then the wall clock. But he utters no word: Human body andits various parts play an important role in communication. The bossalthough has not uttered any words but by his body language, i.e.gestures has conveyed very well that the person is late and he doesnot approve of it. This use of body language as a medium ofcommunication is also known as kinesics’.

(ix) Decoding may not always be accurate: It is very true that decodingmay not always be accurate. It depends on individual experiences. Ifthe receiver is familiar with the codes used by the sender and hisperception is good, he will derive more or less the same meaning asmeant by sender, otherwise not. Inaccurate decoding makes thecommunication ineffective.

2006 - May [2] {C} (b) 90% of the problems in any organisation are causedby ineffective communication. How ? (Give any five reasons) (5 marks)


Answer :It is very true that 90% of the problems in any organisation are caused byineffective communication. It is evident from the following :

(i) Unclear message When the sender is not sure of what he wantsto communicate, why he wants to do it, towhom he wants to communicate, his messagecan never be clear. This is more because aclear message can never be sent from unclearmind.. An unclear massage is likely to bedecoded in different ways giving differentmeanings.

(ii) Incompletemessage

Incomplete messages keep the receiverguessing. This creates misunderstanding andoften delays action.

(iii) Incorrectmessage

When incorrect message is communicated,wrong decisions are taken in light of incorrectmessage.

(iv) Absence ofattention

Both the receiver and sender has to pay theirfull attention. Lack of attention leads todistortion of message giving out a differentmeaning.

(v) Noise Ineffective communication also results fromnoise. Noise acts as a major barrier tocommunication. Noise distracts the personsand incorrect message is conveyed.

2006 - Nov [1] {C} Comment on the following statements in about 30 wordseach :

(i) Information is vital for survival and prosperity of every organisation.(ii) Since true communication fulfills the readers’ needs as well as writer’s

purpose, the writer needs to know something about his readers.(xi) Colours also communicate.(xii) A picture saves a thousand words.(xiii) Volume variation puts life into our speaking. (1 mark each)


Answer : (i) Information is vital for survival and prosperity of every

organisation: Information is the life blood of business. Every day avast amount of information flows from managers to employees andvice-versa. Apart from this internal communication, a considerableamount of information is also carried in and out of the organisation.Managers require accurate and up to date informations for formulatingplans, policies and also for taking vital decisions. These informationsare also passed on to the employees through communication. Thusinformation is vital for survival and prosperity of every organisation.

(ii) Since true communication fulfills the readers’ needs as well aswriter’s purpose, the writer needs to know something about hisreaders: Before writing any message, the writer should be wellinformed about the reader. Readers find ideas more interesting andappealing if they are expressed from the reader's point of view. Thismakes the reader more receptive. For example a letter answering ahigh school student’s request for information about a company wouldnot be worded like a letter answering a similar request from aprofessional. Thus the writer should make an attempt to focus onrelevant information about the reader’s age, background, values,opinions, needs of the reader etc.

(xi) Colours also communicate: Colours have been used since long toconvey meanings. There exists, what we may call a 'colour language'.Different colours are associated with different attitude, behaviourialpattern and cultural background for example white – stands for peaceand chastity. Pink, red, yellow, blue-represent cheerfulness. Black,gray is associated with sobre mood and negative feelings.Right choice of colours for our clothing, home and office interiors,decorations etc. helps in effective communication.

(xii) A picture saves a thousand words: The importance of signlanguage is conveyed well by the Chinese proverb, 'A picture is wortha thousand words' This is so because we take much of ourinformation- more than 50% through the gateway of our eyes. Sincewords fail to convey the exact meaning of the message, thereforepictures, drawings, sounds are often used to communicate messages.


(xiii) Volume variation puts life into our speaking: An efficient speakervaries his volume while delivering his speech. Volume means loudnessof voice. Volume variation puts life into one’s speech. However theloudness of voice should be adjusted according to the size of theaudience. While speaking, one should be loud enough to be audiblebut not too loud to put the audience of f.

2006 - Nov [2] {C} (b) “To Communicate the written word has severaladvantages over the spoken word.” Explain. (5 marks)Answer :Written words has several added advantages over the spoken wordswhich are

(i) Permanentrecord for futurereference

While written words provides a permanentrecord for future reference and serves as agood guide for decision making and planningin future, spoken words on the other hand maybe forgotten over a period of time.

(ii) Writtenmessages can beread and re-readagain and again

Thus it is likely to be understood better.However oral messages are more likely to bemisunderstood. The speaker due to his poorvocal expressions, may not be able to makehimself clear and the listener may also be in-attentive.

(iii) Precise and clearcut

People are more precise and clear cut whenthey write rather when they speak. This isbecause written communication is normallypenned down after proper planning. While inoral communication very often, the exactmessage to be conveyed is lost in a mass ofwords.

(iv) Oral messagesoften getsdistorted

This is more so in case of lengthy messageswhich when communicated through variouslevel of hierarchy. Distortion of messagesusually does not take place in case wheremessages are conveyed through writtenwords.


2006 - Nov [4] (Or) {C} You have to write an effective business letter.Answer the following questions:

(i) How many format styles are often used ?(ii) What are the main differences among them ?(iii) If the letter is to be written to Mr. Apoorva Maheshwari, Manager in

ICICI Bank Limited’s Credit Cards Division, the bank being located inAndheri (West), Building Number 215 at SV Road, Mumbai, and PinCode being 400 038, in what order would you write the insideaddress?

(iv) If Apoorva’s gender is female and you are not sure of her maritalstatus, what kind of courtesy title would you use for her?

(v) If the letter was to be addressed straight to the ICICI Bank Ltd. and notto any individual or position, what courtesy title would you use for theBank?

(vi) If you are addressing the letter straight to the firm what kind ofsalutation would you use?

(vii) Is there any relationship between salutation and formal close?(viii) If you are writing a three paragraph letter in which paragraph would

you place the following?(1) the idea you want to customer to consider;(2) need or interest of the reader; and(3) What service or information you have to offer?

(Just mention the number)(1+3+1+1+1+1+1+1 =10 marks)

Answer :(i) There are several forms which are used for writing business letters.

The format styles often used by business organisation include thefollowing :(a) The Indented Form.(b) The Block Form.(c) The Complete Block Form.(d) The Semi Block Form.(e) The Hanging Indented Form

(ii) The main difference among them is due to the punctuation which canbe open close or mixed and the allignation of the matter to the left orright


(iii) To,THE MANGER,CREDIT CARD'S DIVISION,ICICI BANK, LTD.,BUILDING NO. 215, S.V. ROAD,ANDHERI (WEST)MUMBAI – 400038

(iv) In case of females whose marital status is not sure, the courtesy titlegenerally used is 'Ms'

(v) When the letter is to be addressed not to a person or position but toa firm (ICICI Bank Ltd. in this case) the courtesy title generally used is'Messrs'.

(vi) When a letter is addressed straight to a firm the salutation generallyused is 'Dear Sirs'

(vii) The salutation in a letter is like greeting a person when you meet him.The formal close is a courteous leave taking, a polite way of endinga letter. There is certainly a relationship between salutation and formalclose. The formal close reflects the relationship between the writer andthe person to whom the letter is addressed. Hence the formal closemust agree with the salutation.

(viii) Para No. 1 – What service or information you have to offer.Para No. 2 – Need or interest of the reader.Para No. 3 – The idea you want to customer to consider.

2008 - May [17] {C} (a) Explain clearly the meaning of the term 'Grapevine'as applicable to 'Communication'. (5 marks)Answer :Informal communication is known as grapevine. Grapevine arises becauseof the desire of the people to communicate without following the formalchannels of communication. It follows no set lines, nor any definite rules, butspreads like grapevine, in any direction anywhere and spreads fast. Thistakes place when members of an informal group pass on information andopinions to each other as well as to other informal groups. Although it existsoutside the official network but continually interacts with the formalcommunication.According to Keith Davis grapevine is a product of situation. It steadily takesplace when:


1. Workman in the organisation are faced with uncertainties likepromotional chances, increments, job insecurities etc.

2. When there are possibilities of certain changes in an organisation likechange in policy, adoption of new technology etc.

3. When workmen are physically situated close enough to influence andtrust each other.

Keith Davis has identified four different networks for transmittinginformation via the grapevine:

1. Single-strandChain

In single strand chain one-personcommunicates with only one person. In thisthe first person tells something to the 2nd, the2nd to the 3rd person, the 3rd to 4th personand so on till the message is communicated toall.

2. Gossip Chain In gossip chain one person communicateswith many persons. As soon as a person getssome interesting non job related informationhe conveys the same to every other person.

3. Probability Chain In probability chain communication takes placebetween many persons. There information isconveyed from one person to anotherirrespective of the fact that they are related toeach other or not whether formally orinformally. In this the information passes atrandom.


4. Cluster Chain In cluster chain one person communicateswith many other persons but selectively. In thisone person may convey an information to 4 or5 persons whom he knows very well and cantrust out of these 4 –5 persons one or two mayagain pass on the information. As the numbergrows larger and information staler, itgradually dies out. This is known as clusterchain because one person while conveyingmessage may form cluster.


2008 - May [20] Explain clearly the process of Communication.(5 marks)

Answer :The process of communication is the inter-relationship between several inter-dependent components. It consists of a chain of related actions andreactions which together result in exchange of information. In order tounderstand the process of communication, it is necessary to describe eachof these components.A model of communication process is as follows :

The Process of Communication

1. Sender The sender is the first component of theprocess of communication. The sender maybe a speaker, a writer or any other person. Heis the one who has a message and wants it toshare it for some purpose.


2. Ideation Ideation is the preliminary step incommunication where sender creates an ideato communicate. This idea is the content andbasis of the message to be communicated.Several ideas may generate in the sender’smind. The sender must identify, analyse andarrange the ideas sequentially beforetransmitting them to the receiver.

3. Message Message is the heart of communication. It iswhat the sender wants to convey to thereceiver. It may be verbal i.e. written or spokenor non verbal i.e. body language, spacelanguage etc.

4. Encoding To encode is to put the idea into words. In thisstep the communicator organises his ideasinto a series of symbols or words which will becommunicated to the intended receiver. Thusthe ideas are converted into words or symbols.The words and the symbols should beselected carefully. It should be according tothe purpose of communication. It should beunderstandable and most of all it should besuitable for transmission and reception.

5. Transmission Next in the process of communication istransmission of the message as encodedmessages are transmitted through variousmedia and channels of communicationchannel connects the sender and the receiver.The channel and media should be selectedkeeping in mind the requirement of thereceiver, the communication to be effectiveand efficient the channel should beappropriate.

6. Receiver Receiver is the person or group for whom the


message is meant. He may be a listener, areader or a viewer. Any neglect on the part ofthe receiver may make the communicationineffective. Receiver is thus the ultimatedestination of the message. If the messagedoes not reach the receiver thecommunication is said to be incomplete.

7. Decoding Decoding means translation of symbolsencoded by the sender into ideas forunderstanding. Understanding the messageby receiver is the key to the decoding process.The message should be accuratelyreproduced in the receiver’s mind. If thereceiver is unable to understand the messagecorrectly the communication is ineffective.

8. Behaviour of theReceiver

It refers to the response by the receiver of thecommunication received from the sender. Hemay like to ignore the message or to store theinformation received or to perform the taskassigned by the sender. Thus communicationis complete as soon as the receiver responds.

9. Feedback Feedback indicates the result ofcommunication. It is the key element in thecommunication and is the only way of judgingthe effectiveness of communication It enablesthe sender to know whether his message hasbeen properly interpreted or not. Systematicuse of feedback helps to improve futuremessages. Feedback, like the message couldbe oral, written or non verbal. It has to becollected from the receiver.

2008 - Nov [17] {C} (a) Explain clearly the advantages of a formalCommunication. (5 marks)


Answer :

FormalCommunication

The official communication which takes placein the organisation is known as FormalCommunication. It flows through themanagerial hierarchy i.e. the officiallyprescribed route for the flow ofcommunication. It follows that route ofcommunication which is institutionallydetermined and is associated with statue ofthe position of the receiver or sender.

Advantages of aformal communication

1. All informations flows through the properchannel in an orderly and smooth way.

2. Formal channel helps in fixingresponsibilities for the activities carried outin an organisation thereby ensuringcontrol.

3. In Formal channel the superior and thesubordinates are in direct contact witheach other, so a better understandingdevelops between them.

4. The information is filtered at every level oforganisation which ensures that onlyessential & necessary information passesto the next level.

5. Formal channel covers all sub-systems ofan organisation.

2009 - May [17] {C} (a) Explain the factors which are responsible for thegrowing importance of communication of an organisations. (5 marks)Answer : According to Sir John Harvey-Jones "Communication is the single mostessential skill. Effective communication is the need of the day”. In recenttimes communication has become all more essential due to thefollowing reasons :


1. Growth in the sizeof the businessorganisation

An efficient systems of communication isrequired because the business organisationsare growing tremendously. Thousands ofpeople work in the organisation. Organisationshave factories or offices in different parts ofthe country or even world.

2. Advancetechnology

Day by day rapid changes are taking place inscience and technology leading toobsolescence of old technology. Thus in orderto upgrade or modernise technology propercommunication between the superior andsubordinate in an organisation is a must.

3. Toughcompetition in themarket

Globalisation and liberalisation have resultedin cut throat competition. Thus to survive suchcompetition, persuasive communication inform of advertisement, publicity, personalcontacts is essential.

4. Growingspecialization

Division of work paved way for specialists towork in different departments soundcommunication is thus essential for ensuringmutual co-operation and understandingbetween different departments.

5. Trade unionmovement

Trade union movement is on its growth.Management now has to consult trade unionson various matters. A strong and meaningfulrelation between management and trade unionis possible only by effective communication.

6. Human Relation Employee’s participation in management helpsto develop among them a sense of loyalty andbelongingness towards the organisation. Thusef fec t ive commun ica t ion betweenmanagement and employee is necessary todevelop mutual trust and confidence.

7. Public Relations Public relations helps an organisation toimprove its image in society as theorganisation has a social responsibility


specially towards the customers.

2009 - Nov [14] (a) What are the merits and demerits of grapevine form ofCommunication. (5 marks)Answer :

InformalCommunication orGrapevine

Informal communication is known asgrapevine. Grapevine arises because of thedesire of the people to communicate withoutfollowing the formal channels ofcommunication. It follows no set lines, nor anydefinite rules, but spreads like grapevine, inany direction anywhere and spreads fast. Thistakes place when members of an informalgroup pass on information and opinions toeach other as well as to other informal groups.Although it exists outside the official networkbut continually interacts with the formalcommunication.

Merits of Informal orGrapevine

1. It is free from formal lines of authority.2. Communication is faster and quicker as

the message has not to pass throughprescribed route.

3. There is no channel of command and itspreads to all directions.

4. If properly utilised it may supplementformal channel of communication as itmay be used to clarify managements viewpoints.

5. It may also provide feedback to managerson the reaction of a decision taken by themanagement.

6. Informal communication draws employees


closer to each other and builds up a co-ordial relationship.

Demerits of InformalCommunication orGrapevine

(i) Grapevine often carries half-truth anddistorted information with an alarmingrate of speed.

(ii) The people in an organisation are likelyto be mis-informed and misled.

(iii) Since there is no chain of command it isdifficult to fix responsibilities on aparticular individual.

(iv) Often the information transmitted iscontradictory in nature.

(v) Grapevine is less orderly and less staticand thus the image of the organisationmay be spoiled.

2010 - Nov [4] (c) Explain the various forms of formal communication.(4 marks)

Answer :Human beings in an organisation are inter related to each other. They arerelated both formally as well as informally. These relationships aremaintained by means of communication. Therefore there exists in anorganisation two channels of communication :1. Formal channel of communication. 2. Informal channel communication.A formal channel of communication is the officially prescribed route for theflow of communication. It is that route of communication which isinstitutionally determined and is associated with status or position of thereceiver and sender. The formal channels are deliberately related to ensurethat accurate information flows smoothly and timely.


Components of Formal Communication

1. DownwardCommunication

Communication that flows from the top level ofthe organisation to the bottom level along withthe scalar chain are known as downwardcommunication. Example for such type ofcommunication are orders, instructions, rules,policies, programmes and directives etc. Itspecifies the extent of the subordinatesauthority and their responsibility.

2. UpwardCommunication

Upward communication is just the opposite ofdownward communication. In thiscommunication system, the message istransmitted from the bottom of theorganisation upwards to the top of theorganisation through the middle managersalong with the line. Usually this includesworkers grievances, suggestions andreactions. This communication system was notappreciated by the superiors. But it hasassured importance in modern times and is


considered to be a main source of motivatingemployees.

3. HorizontalCommunication

The flow of information between departmentsor people of equal level in an organisationalstructure may be termed as horizontal orlateral communication. The two departmentsmay be under the same superior or may havedifferent heads. Such communication may bewritten or oral. The main object of lateralcommunication is to co-ordinate the efforts ofdifferent departments or persons.

4. DiagonalCommunication

Diagonal Communication is between peoplewho are neither in the same department noron the same level of organisational structure.It cuts across departmental lines. It generallytakes place when members cannotcommunicate effectively through otherchannels.

KZ - 2 Knowledge ZoneThese upward, downward, horizontal or diagonal communication may beoral, written, formal, informal or even gestural.

2010 - Nov [7] (d) State reasons for selecting the oral mode ofcommunication instead of the written mode of communication. (4 marks)Answer :Oral Communication Oral communication means communication

through words spoken i.e. by speech :In oral communication, both the parties to theprocess, i.e. sender and receiver, exchangetheir ideas through oral words either in face toface communication or through anymechanical or electrical device, such astelephone etc. In this system person canexchange their feelings fully and clarification


regarding any doubt or ambiguity may besought. Oral communication is preferred byrank and file employees as well as supervisorsand managers, as they enjoy the opportunityto ask questions and to participate.

Reason for selecting oral mode of communication instead of writtenmode of communication

1. Economical Oral communication is relatively lessexpensive. It saves the money spent onstationery in an organisation.

2. Time saver Oral communication is fast. It saves the timeinvolved in writing the message.

3. Flexible Oral communication is very flexible in sense itprovides an opportunity to the speaker tocorrect himself and make himself clear bychanging his voice, pitch, tone etc. This is notpossible in written communication.

4. Quick response Oral communication is also helpful in gettingquicker response from the receiver. Thespeaker gets immediate response from thereceiver. It thus provides immediate feedbackto both sender and receiver.

5. Personal touch Oral communication is personal in nature. It isthis nature that brings superiors andsubordinates closer. It is also an effective toolof persuasion.

6. Maintains secrecy Oral communication has an added advantageof maintaining secrecy. Oral messages can bemore easily kept confidential than writtenmessages.

7. Groupcommunication

Oral communication is an effective tool forcommunicating with the groups at large.Group reactions can also be interpretedimmediately to arrive at reasonable


conclusions.

2011 - May [4] (c) Explain the merits and limitations of oral communication.(4 marks)

Answer :Merits: Please refer 2010 - Nov [7] (d) on page no. 489

Disadvantages/Limitations

1. Time consuming Oral communication may not be time saveralways. Many a times it is seen that meetingscontinue for a long time without arriving at anysatisfactory conclusion.

2. Poor retention Oral communication is more likely to beforgotten. The listener cannot always retainoral messages in his memory for long.Sometimes even the speaker may notremember what he actually said.

3. Not suitable forlengthy messages

Very often oral communication gets distorted.This is more so in case of lengthy messageswhen communicated through various level ofhierarchy.

4. No record No permanent record is kept in case of oralcommunication. In the absence of record, oralmassages have no legal validity.

5. Misunderstood In oral communication, much depends uponthe tone, pitch, voice etc. The speaker, due tohis poor vocal expression, may not be able tomake himself clear and the listener may alsobe in attentive. Thus the message may bemisunderstood.

6. Not precise Oral communication is not precise and to thepoint. People are more precise when theywrite rather when they speak. Very often, theexact message to be conveyed is lost in amass of words.


2011 - May [5] (c) "Importance of communication is increasing day-by-dayin the business organisations." State the reasons for this increasingimportance. (4 marks)Answer :Please refer 2009 - May [17] {C} (a) on page no. 484

2011 - May [7] (d) How is "noise" a barrier to effective communication ?(4 marks)

Answer :Communication is the process of passing information and understandingfrom one person to another. Any thing that obstructs the free flow ofcommunication is referred to as Barrier to communication.Noise is the first and foremost physical barrier to effective communication.It obstructs and reduces the sending and received of communication. Noise may be caused by:C Machines C EquipmentC Communication deviceC Disturbances at the time of transmission.Noise may occur at any of the following level:C The sender’s level

Eg: Sender may use ambiguous or confusing signal.C The receiver’s level

Eg: Receiver may misinterpret the message. C The Medium of communication

Eg: faulty communication device or disturbances at the time oftransmission. Sources contributing to noise factor are: C Poor timing C Net work Break downC In appropriate channel

KZ - 3 Knowledge Zone

Types of Barriers in Communication

(i) Physical Barrier • Physical Distance• Noise


(ii) Socio - Psycho-logical Barrier orPersonal Barrier

• Biased Attitude and Opinions• Status Consciousness• Relation with fellow worker• Poor retention• Poor listening

(iii) OrganisationalBarrier

• Hierarchical distance• Diversion• Colouring• Goal conflict

(iv) Semantic Barrier • Words with different meaning• Denotations and Connotations• Wrong assumption

(v) Mechanical Barrier

• Information overload• Loss by transmission

2011 - Nov [3] (c) Point out the factors which lead to grapevinecommunication. (4 marks)Answer :Informal communication is known as grapevine. Grapevine arises becauseof the desire of the people to communicate without following the formalchannels of communication. It follows no set lines, nor any definite rules, butspreads like grapevine, in any direction anywhere and spreads fast. Thistakes place when members of an informal group pass on information andopinions to each other as well as to other informal groups. Although it existsoutside the official network but continually interacts with the formalcommunication.

According to Keith Davis grapevine is a product of situation. It steadilytakes place when:1. Workman in the organisation are faced with uncertainties like

promotional chances, increments, job insecurities etc.2. When there are possibilities of certain changes in an organisation like

change in policy, adoption of new technology etc.


3. When workmen are physically situated close enough to influence andtrust each other.

2011 - Nov [5] (c) Draft a business letter, presuming your facts that you havereceived the goods from the company and you are sending payments.

(4 marks)Answer :

The Scanner Academy Regd. office : 3rd Floor, Tulsiani Plaza

Allahabad, U.P.e-mail : [email protected]

Dated..............Mssrs. Shuchita Prakashan,17 LIC Colony, Tagore Town, Allahabad.Dear Sir,

SUBJECT: Acknowledgment of receipt of Books vide ConsignmentNo.................This is to thank you for the prompt service on your part to deliver theconsignment at the odd hour of our order. On our part we are sendingherewith a crossed cheque in favour of your company.Thanks once again for your attentionYours Sincerely On behalf of TSA

2011 - Nov [7] Answer the following :(e) What do you understand by the “Semantic Barriers” to communication?

(4 marks)

Answer :

Semantic Barriers Semantic means the relationships of signs oftheir reference. Semantic barrier arises fromthe disadvantages of the symbolic system.Symbols have got number of meaning andone has to choose any one of them accordingto the requirement of communication. Hence,


a meaningful distinction should be madebetween inferences and facts.

Semantic refers to the study ofrelationship of words and signs. It arises fromthe disadvantage of symbolic system. Symbolor the language is the most important tool ofcommunication which has to be used verycarefully:

(i) Words withdifferentmeaning

Some words convey more than one meaning.When the receiver assigns a different meaningto a word than what the sender intended, thereoccurs mis-communication.

(ii) Denotation andconnotations

Words have two types of meanings.Denotations and connotations. Denotationsare the literal meanings of the words whileconnotations are the suggestive meaning ofthe words. Connotations may be positive ornegative. For e.g. word cheap may beconnoted as low priced (positive connotation)or low quality (negative connotation)Difference in connotations may misinterpret aparticular massage.

(iii) Offensive style ofcommunication

Badly expressed messages lose their impact.Offensive style of communication leads tocommunication breakdown causing loss oftime and money.

(iv) Wrongassumptions

Communications should not be based onassumption as it may lead to wrong interpretation. All possible efforts should bemade to clarify assumptions.

(v) Selectiveperceptions

Many a time the message is decoded by thereceiver in a way which may be selective. Inother words most of the receivers protect their


own interest and expectations leading to aparticular type of feed back which becomes acommunication problem.

2012 - May [1] {C} (d) Explain the socio-psychological barriers ofcommunication in relation to an organization. (5 marks)Answer :Please refer 2005 - Nov [2] (i) on page no. 469

2012 - May [3] (c) What do you understand by non-verbal communication?Explain its methods in brief. (4 marks)Answer :

Non-verbalcommunication

Non-verbal communication is that communicationwhich involves neither written nor spoken words buttakes place without the use of words. In it we areconcerned with such things as body movements,space, time voice tone/pitch, general characteristicsof the environment colour, and any kind of audio orvisual signals that the communications may use.

Kinesics According to a scientific analysis, verbalcommunication accounts for 7%, bodily movement,gestures account for 55% and voice, tone etc.account for 38% of our total communication.

Since bodily movement, gestures etc. are soimportant for communication, they are beingsystematically studied as a sub-area of non-verbalcommunication. It has been termed as Kinesics. Theword Kinesics literally means body movements. Itstands for the way the body communicates withoutwords, and through various movements of its parts.

Movements ofPersons

All body movements, postures, gestures etc. areguided by our thought processes, emotions etc. Ournodding of head, blinking of eyes, waving of handsand shrugging of our shoulders sends out signals andmessages that speak louder than words. That is why


it is called 'Body Language'. Just as languages usesets of symbols to convey meaning, our body tooboth consciously and un-consciously, knowingly andunknowingly carry messages, status relationships,moods warmth, indifference etc. One has to inferthese meanings from body symbols.

Para Language Para' means ‘like’. Para language literally means ‘likelanguage’. It is non-verbal communication which isclosely related to verbal communication. It is non-verbal communication because it does not comprisewords. It is 'like' verbal communication because it isrelated to way the words are spoken. Without it wordsdo not convey their intended meaning. While verbalcommunication consists of 'what' or the contents ofwords, paralanguage involves the 'how' of aspeaker’s voice or the ways in which the speakerspeaks. Example of paralanguage is voice, wordstress, etc.

Space Language Non-verbal communication involves not only bodylanguage and para language but also the spacearound us Proxemics is the study of how wecommunicate with the space around us. The spacehere means the distance between the sender andreceiver of the message in oral communication. Thisdistance is called proximity .Edward T. Hall has done very useful and interestingwork in this area. Placing ourselves in the center hehas presented the space around us in the form of thefollowing concentric circles :Distance wise it can be stated as below :Intimate: Physical contact to 18 inchesPersonal: 18 inches to 4 feet Social: 4 feet to 12 feet Public: 12 feet to as far as one can see or hear.


Surrounding Surroundings or physical environment speaks alanguage of its own. It is a vast area. Two importantparts of surrounding are colour and layout. We getmeaning from our surrounding.

Similarly our choice of colour and design givesignals to others

1. Colour Colours have been used since longto convey meanings. There exists,what we may call a 'colour language'Different colours are associated withdifferent attitude, behaviourialpattern and cultural background forexample white – stands for peaceand chastity. Pink, red, yellow, blue-represent cheerfulness. Black, grayis associated with sobre mood andnegative feelings.

Right choice of colours for ourclothing, home and office interiors,decorations etc. helps in effectivecommunication.

2. LayoutandDesign

The layout and design of an officeprojects the image of anorganisation. A tastefully decoratedoffice creates good impression. Thusthe space arrangement of an office,the furniture and its colour designetc. are important in communication.

Time Language Time language is another type of non-verbalcommunication. Under it people communicate witheach other in terms of time by showing them in asophisticated way, the worth of time. Time pervadesour thinking and dominates our communication. All


communication is meant to be suitably timed. Timemanagement is now one of the most important part ofoverall management.

2012 - May [5] (c) Mr. X has received a cheque book from his bank (SunBank) where he (X) has his savings account. Write a letter to the Bankacknowledging the receipt of the cheque book. (4 marks)Answer :The Manager,

Sun Bank,Allahabad.

Date:Dear Sir,

Subject: Acknowledgment of receipt of Cheque Book.This is to bring to your kind notice that I have received a Cheque Book on21st of this month. It contains 20 cheques bearing No. from 10121 to 10140which I found to be correct.Thanking youYours FaithfullyX(A/c No..................)

2012 - Nov [1] {C} (d) Explain clearly the different types of grapevine chainsin an informal communication. (5 marks)Answer:Please refer 2008 - May [17] {C} (a) on page no. 478

2012 - Nov [7] Answer the following:(d) State the advantages of formal communication. (4 marks)Answer:Please refer 2008 - Nov [17] {C} (a) on page no. 483

2013 - May [7] Answer the following:(a) State reasons for selecting “oral mode of communication”. (4 marks)Answer:Please refer 2010 - Nov [7] (d) on page no. 489

2013 - Nov [2] (c) State the major advantages of formal communication.


(4 marks)Answer:Please refer 2008 - Nov [17] {C} (a) on page no. 483

2013 - Nov [7] Answer the following :(d) “Communication is the life blood of a business organisation.” In this

reference state the factors which have increased the importance ofcommunication in the present business world. (4 marks)

Answer:Please refer 2009 - May [17] {C} (a) on page no. 484

2014 - May [1] {C} (d) What important factors should be considered to makeoral communication effective? (5 marks)Answer:Voice is the most important element of para language. It plays an importantrole in communication. It is the first tool of effective communication. Itconveys the message in a very effective way. A message can be conveyedmore effectively through voice by considering the following points:

1. Variation of pitch Pitch means quality of sound. In order to breakthe monotony of the speech, variation of pitchis essential. Variation of pitch is alsonecessary to keep the listener interested in thespeech which is the very essence ofcommunication.

2. Variation ofvolume

Variation of volume puts life into one’s speech.Variation of volume should be done accordingto the size of audience. The volume should besuch which makes the speaker audible.

3. Speed ofspeaking

Different part of the message should bespoken at different speed. Generally the parteasily understandable can be spoken at a highspeed while parts difficult to understandshould be spoken in a slow speed. The speedthus should be such which ensures fluency.


4. Pause Pause is essential. One cannot go onspeaking continuously. But a pause should beused effectively. It should be used at right timewhich not only give the speaker a time tobreathe but also gains the listener's attention.

5. Non-fluencies Non-fluencies ‘up’ am, you know etc., if usedcarefully and sparingly add to the fluency ofthe speaker, giving him time to breathe andmaking the listener more alert.

6. Personal touch Oral communication is personal in nature. It isthis nature that brings superiors and sub-ordinates closer. Thus, this factor has to bekept in mind.

7. Proper listening No oral communication can be effectivewithout proper listening. Listening is adeliberate efforts. Poor listening defeats thevery purpose of communication.

8. Eye contact Eye contact is of paramount importance in oralcommunication. As eyes express the emotionslike anger, fear, adamant, nervousness etc.

9. Kinesics A person can make oral communicationeffective by closely following kinesics i.e. studyof body movements. This is because peoplecommunicate more through body languagethan words.

10. Feedback Feedback makes communication a two wayprocess, systematic use of feedback keeps toimprove future messages.

2014 - May [2] (c) Briefly explain the “Grapevine Chains” propounded by theexperts in relation to informal way of communication. (4 marks)Answer:Please refer 2008 - May [17] {C} (a) on page no. 478

2014 - Nov [1] {C} (d) Prepare the detailed checklist for composing businessmessage in an organization. (5 marks)


Answer:An effective correspondence is very important for business transaction. Itshould have the following characteristics :1. Simplicity : A business letter should be simple. It should be written in

a lucid (easy) language so that it is clear to the receiver. The languagecan be similar to that of social letters as long as formality is maintained.The letter should make an instant appeal to the reader.

2. Conversational style : An effective letter is one that gives animpression of face to face communication. Letters are the written mediaby which sender of the message speaks to the receiver. Hence a lettershould be written in a conversational style. Conversational style isinteractive in nature and is more or less informal.

3. Clarity of goal : The writer should be clear about what he wishes toconvey. He should keep all the facts and figures of the informationhandy. The letter should be written in such a way that it reflects the goalclearly and easily. There must not be any ambiguity.

4. Public relation : Business letters reflect the image of the organisation.All business letters should therefore be drafted keeping in mind theobjective of enhancing the organisations goodwill, image and publicrelations.

5. The 'You' attitude : The business letters should be written keeping inmind the reader's point of view. It should be able to convey the sender'sinterest in the reader. For this the 'You' attitude should be adopted. The'I''s and 'We's' should be avoided and more of 'You's' should beincluded. This will show the sender's interest in the reader.

6. Courteous : The business letter should be courteous. Courtesyimplies that the letter seeks favour politely and expresses gratitudeprofusely for the favours done. Thus the language of the letter shouldbe polite and appealing. When the 'You' attitude is adopted,automatically the letter becomes polite and appealing.

7. Persuading : The basic idea behind every business correspondenceis to persuade the reader be it a sales letter, letter of enquiry or letter ofcomplaint. Thus to persuade the reader in an effective way the piece ofcorrespondence should be well written. So as to persuade the readerin ones favour.


8. Sincere : The business letters should be sincere. This means that theletter should be written in such a way that the readers believe what theletter says. It should not hide reality. It should also be free fromhypocracy making tall claims. The matter should be stated erectly andgenuinely.

9. Positive language : The words of the letter should be chosen withcare. As far as possible the language of the piece of letter should bepositive. The use of negative words should be avoided as it gives animpression of negative outlook and approach.

10. Due emphasis : Proper emphasis should be put on the content of thepiece of correspondence. This requires logical thinking on the part ofthe writer. The writer should himself be clear in his mind what he wantsto convey. Only then can he emphasis properly. Proper emphasis is tobe given according to the message conveyed. Proper punctuation aidsto this. It should also be noted that short sentences are better than longsentences.

11. Coherence : The information present in the letter should be arrangedin a logical way. This is done by using carefully the linking devices,pronouns, and repeating the key words. Unless arranged in a logicalway the information will loose its meaning and thus the objectivity of thecorrespondence will be lost.

12. Care for culture : All business correspondence seeks to be writtenkeeping in mind the reader's point of view. As such no words should beused which offends the cultural background of the reader. The best wayis to avoid use of culturally derived words, slangs, colloquialisms etc.Harmless and in offensive words should be used.

13. Tactful approach : The writer should adopt a tactful approach whilewriting a business letter. It can be a direct approach letter, an indirectapproach letter or a middle approach letter depending on the messageto be conveyed. Generally a good news is conveyed directly where asa bad news or a complaint adopts indirect or middle approach.

14. Ethical standard : A business letter reflects the image of anorganisation. Therefore all business correspondence should maintaincertain ethical standard. Although business correspondence should bepersuasive and tactful, without ethics they will be fruitless. It may payin short run but it will not reap harvest in long run.


15. Brief but complete : Brevity is the soul of correspondence. In short thereceiver must know what the sender wants to transmit. But briefnessdoes not means incomplete. An incomplete letter does not fulfill itsobjectives. All necessary matter should be incorporated in the letter.Thus the quality of brevity and completeness should be there inbusiness letter.

2014 - Nov [2] (c) Explain the term “Semantic Problems” as the sourcecontributing towards noise factor. (4 marks)Answer:Please refer 2011- Nov [7] (e) on page no. 494

2014 - Nov [7] Attempt the following:(d) What are “Socio-psychological Barriers” to effective communication?

Explain. (4 marks)Answer:Please refer 2005- Nov [2] {C} (i) on page no. 4692015 - May [1] {C} (d) Explain the ‘factors that lead to grapevinecommunication’. (5 marks)

Similarly Asked Questions*

No. Category Question Marks Frequency

1 Descriptive State the major advantages of formalcommunication.

08 - Nov [17] (a), 13 - Nov [2] (c) 5, 4 2 Times

2 Descriptive "Importance of communication isincreasing day-by-day in the businessorganisations." State the reasons forthis increasing importance.

09 - May [17] (a), 11 - May [5] (c) 5, 4 2 Times


3 Descriptive Explain the socio-psychologicalbarriers of communication in relationto an organization.05 - Nov [2] (i), 12 - May [1] (d), 14 -Nov [7] (d) 5, 5,4 3 Times

4 Descriptive Explain clearly the different types ofgrapevine chains in an informalcommunication.

08 - May [17] (a), 12 - Nov [1] (d), 14 - May [2] (c) 5, 5, 4 3 Times

5 Descriptive Answer the following:State reasons for selecting “oral modeof communication”.

10 - Nov [7] (d), 13 - May [7] (a) 4, 4 2 Times

6 Descriptive Explain the ‘factors that lead tograpevine communication’.

11 - Nov [3] (c), 15 - May [1] {C} (d) 4,5 2 Times

Table Showing Marks of Compulsory Questions

Year 10N

11M

11N

12M

12N

13M

13N

14M

14N

15M

Descriptive 5 5 5 5 5

Total 5 5 5 5 5

Motivational Quote

Documents

1 Essentials of Communication - NIOS Gorakhpurcompanion.sauda.com/pdf/ca/ipcc/Sample Chapter/Jul2015...to Keith Davis, Communication is the process of passing information and understanding