1.8 Communications Skills Prof.sujatha

8/8/2019 1.8 Communications Skills Prof.sujatha

1/36

SUBJECT : BUSINESS COMMUNICATION

C O N T E N T S

S.NO TITLE

1. IMPORTANCE AND PURPOSE OF COMMUNICAITON

2.

3.

PROCESS OF COMMUNICATION

COMMUNICATION IN ORGANISATION

4. MANAGEMENT OF WRITTEN & ORALCOMMUNICATION

5. BARRIERS TO EFFECTIVE COMMUNICAITON

6. REPORT WRITING

7. COMMUNICATION TECHNOLOGY-OFFICE

PROCEDURES AND AUTOMATION

8. HUMAN RESOURCE AND COMMUNICATION


2/36

1. IMPORTANCE AND PURPOSE OF COMMUNICATION

Nearly 80% of our work time goes in communicating. The entire world is

moving on communication. Our day starts with communication.

What is communication, sharing, exchanging ones feeling with others is

called communication. We have many acts like;

1. listening,

2. reading,

3. writing,

4. speaking,

5. facial expressions.

6. movements,

7. colours,

8. gestures,9. arts,

10.ideas, facts, information, opinions etc.

We express ourselves in many ways. Mainly in group of human beings

communication is essential, infact it is a must factor. Lets think what will happen

to a family, a classroom, an office or a church without communication. The

main purpose of the situation is depending upon the communication.

Communication creates and executes the situation under all the circumstances.Hence the communication is an in thing in our day to day life. It is an important

aspect of behaviour, human communication is affected by all factors that influence

human behaviour.

Business Communicaiton

Communication is the main integrated ingredient of the business. No

business can grow without proper communication channels. The word

communication is originated from the latin word called communis /

communicare which means make common, that means sharing of information, orintelligence.

Communication helps the business to flourish. Communication in any

business should be very simple. Simplicity in communication channels would lead

the company to the success.


3/36

Business Communications is defined as the process of transmission of

information within the business environment.

In earlier times it was thought communication finesse is required only for

marketing and sales personal. But today, we know all the people irrespective of

their occupation needed good communication skills at all the levels and in all the

time. If it comes to an organizational level, we could make out or well imagine

how their communicating power should be in dealing with their entire public, those

includes workers, managements, customers, bankers, suppliers etc.

Effective communication is useful for both organization as well as for an

individual.

* For an individual : Improving ones communication skills will benefit to the

employee himself.Over a period of time they can become the assets of the organization they are

working with. Unless you express effectively the purpose of your ideas, acts

cannot be fulfilled and go unnoticed. Hence in an organization individual

communication sills are as important as group or business communication.

Importance in Business Communication

There are number of important advantages of business communication:

Managing Complexity all around.

Better understanding and cooperation can take place

The big organization management

There is more cohesion in the organization

The image of the company increases

Profitablility in creases

Opportunities available in the market can be known easily

Saves time

The employee turn over will be less

Customer interaction is better

Dissemiation and collection of information is easier.


4/36

Objectives of communication:

Communication is an important tool or instrument to achieve the purpose and

goals of an institution.

1.Instructions : Instruction is information about how to carry out a process or

procedure. Thought should be communicated clearly for running any

organization. Every piece of work requires an instruction (communication).

2.Education & Training : Education is the development of the abilities

of the mind. Training is practical education or practice in some skill, under the

guidance and supervision of an expert. Education and training are both

informative as well as persuasive. Both lead to discipline and development

through learning, and practice. Special communication skills are required to

accomplish these objectives.

3. Motivation:

Motivation means providing a person with a motive , an incentive, an inner

urge to make effort to do his best. Managers constantly try to improve

performance in the workplace by motivating the staff.

4. Raising Morale : Morale is the state of mind and of discipline and spirit of a

person or a group. In a work place, it is reflected in the individual and

collective actions of the employees; it reflects their level of discipline and

confidence. People with high morale feel good about themselves and are highly

motivated and have the courage to face problems and meet challenges.

5. Counseling: Counseling is specialized form of advice. Stress, tension and

some emotional problems can b e sorted out, treated and corrected at the health

counseling centre of the company.

6. Persuasion:

Means making efforts to change or influence the attitudes and behavior of

others. Persuasion is achieved by skilful appeal to emotions. The style and

tone of persuasive communication is different from the style and tone ofinformative communication.

1. Appreciation : Showing and expressing praise for the work of others.

Appreciation by managers and supervisors when employees do good work

and make achievements creates a good attitude among the staff.


5/36

2. Representation : Representation is always in writing. An employee who

feels that he has not been given what he deserves , for ex: a promotion,

makes a representation. A representation may be made by a group of

persons too.

3. Complains : Complaint is made when there are faults or defects in the

system or in the goods supplied or services rendered , so that they may be

corrected. A complaint may be oral or written . Within an organization,

minor complaints may be adjusted by oral communication. In commercial

transactions, it is necessary to make complaints in writing.

4. Discussion : Plans and projects reuire discussion and review, formal and

informal meetings are held for this purpose. Daily routine matters may be

settled by informal discussion. Discussions among persons of equal status

have an educative value, and are used in training programs.


6/36

2. PROCESS OF COMMUNICATION

Sharing of ideas, feelings, concepts and emotions is calledCommunication. The science of communication is as old as the man himself.

From time immemorial, the need to communicate or share is felt. Different

vehicles/channels were identified and subsequently improved for the purpose of

transmission of ideas and concepts.

Definitions :

Below are some formal definitions:

Communication is an exchange of facts, ideas, opinions or emotions by two or

more persons . By- W.H.Newman & C.F.Summer

Communication is a process of Information and understanding for one person to

another. By- Keith Davis

Attributes of Communication:

1. Communication is a dynamic process : The message grows and develops

even if the same people talk about the same things repeatedly. Every timeanyone engages in communication, they bring to it their moods, experiences,

thoughts and feelings. Unexpected responses and reactions occur. People

change it in accordance with their own attitudes and environment.

2. Communication is both an interaction and transaction : The two

participants of the communication process exchange ideas and information and

influence each other in the process. They also become aware of each others

thoughts and opinions on the topic being communicated.

3. Communication is a two-way process: Communication is complete only

when the sender gets a response from the receiver. We cannot say that

communication is taken place when we instruct someone, or talk to someone.It is when they follow the instructions or respond to what we say, that the

communication cycle is completed.

4. Communication is systematic and continuous: It goes on in a proper and

orderly way without stopping in some way or the other. Silence, body

language and facial expressions contribute to carrying on the continuous

process. Feedback is used to improve a certain process of production in the


7/36

factory. The improved process can lead to further discussions and

requirements. Communication is a never-ending process. It will never stop.

5. Communication can be intentional or unintentional : It takes place whether

we plan to do it or it is done unconsciously. Very often we communicate what

we had no intention of saying. Many times we are not able to say what we

want to. For example, a son fails in his exam. His father tell him that it does

not matter, but the tone of his voice and body language can tell him that it

DOES matter.

Communication is a continuous process. It is a five step process. Basically it

is an activity of passing the information between two, the sender and the

receiver.

The sender has an idea, the

Idea becomes message

The message is transmitted

The receiver gets the message

The receiver reacts and sends feedback.

The entire transmission constitutes the communication process or cycle.

The source or sender initiates the process of communication. The sender has to be

clear about the purpose of the communication.

The process of putting the idea into symbols is called encoding.

It requires the selection of suitable symbols those can represent the idea.

Selection of the medium depends on the various situations:

Sender

Medium Receiver

Feed back

Encoding

Message

Decoding

Message


8/36

Urgency of the message

Finances available

Effectiveness of the medium

Availability of the medium

The relationship between the two communicants Time available

Knowledge of using the medium.

The receiver receives the message through the medium and decodes lthe symbols

into understandable information.

Decoding is the reverse of encoding. Feedback is the knowledge of the receivers

response to our communication.

In written communication feedback is slow. Where as in face-to-facecommunication feedback is immediate.

In mass communication media like radio, TV, Newspapers, internet

communication the feedback is very slow and negligible, so delayed and almost

non-existent. But since it is so important, the special efforts through surveys are

organized to collect from people. The result of the surveys are useful to modify or

improve the programs.

The important requirement for successfully getting feedback is the are of

being a patient listener.


9/36

3. COMMUNICATION IN ORGANISATION

There are two aspects of communication in organizations.

1. The development and maintenance of a communication pattern to ensureharmonious relationship among the employees.

2. The use of technology to secure quicker and more effective flow of

information.

Patterns of Communication in Organisation

An Organisation is a body of persons working for a well-defined common goal.

To achieve it each member of this body has to be in constant touch with each other.

We can classify Business communication into two areas:

Vertical Communication :

The vertical communication is both downward and upward. Here the

interaction occurs between the superiors and the subordinates. This communication

is both upward and downward. The top management keeps on sending some

information to the employees and also devises ways of eliciting information from

them and thus the lines of communication kept open. The two way movement is

essential to keep the organization in healthy state.

Horizontal Communication :

The horizontal communication flows between the individuals of the same

status and peer groups informed of what others are doing and what others are doing

and what is expected of them. The commonality of interest towards the

achievement of organizational goals sustains the flow.

Diagonal Communication:

The diagonal communication occurs between the departments of an

organization. Unless there is support/cooperation between the departments which

are interdependent no organization can function. For this purpose there should be

effective communication between the departments of an organization.


10/36

Communication performs a number of functions and plays a significant role

in the running and growth of an organization. We may classify these functions as

follows:

Internal communication : The communication within the organization.

This happens

to generate and disseminate information,

to direct and instruct employees,

to maintain and improve morale, and

to cultivate a sense of belonging.

External Communication : The communication with the outside public. This

includes both government and private. This is an essential feature of all

businesses. External communication occurs

to sell and obtain goods and services,

to liaise with other organizations and

to create goodwill.

It is obvious that conveying all the information to everybody would be a

meaningless exercise. For proper functioning of a communication system the

following questions should be asked and the answers constantly reviewed on

the basis of reliable feedback:

(i) What information is to be conveyed?(ii) Who requires it?

(iii) What should be its form?

(iv) What techniques of dissemination should be used?

(v) What technological aids should be used?

There is a network of communication within every organization. Such a network

indicates clearly the lines of communication. Generally there is no direct

communication between the top management and the employee at the lowest rung

of hierarchy and vice versa. The longer the distance , the greater are the chances ofcommunication distortion or failure. Therefore an efficient organization often

provides for an informal contact outside the usual channels of communication.


11/36

GRAPRVINE OR INFORMAL COMMUNICATION :

Every organization has an informal communication channel : a

Grapevine , this supplements the official channel. The grapevine, often called the

rumor mill, is perhaps the best-known informal communication system. It is

actually an inherent component of the internal, formal communication system.

When people talk casually during coffee breaks and lunch hours, the focus usually

shifts from topic to topic. As people go out of their work, they have casual

conversation with their friends in office.

Those friends can be from any department or may be occupying any hierarchical

level in the organization. Although some of the conversations relate to personal

matters, business is also discussed. In fact 80% of the information that is discussed

in the grapevine related to business. Also employees rely on the grapevine as their

main source of information.

In recent years the importance of communication has greatly increased as a

result of the growing complexity in organisational and individual behaviour under

the impact of rapid industrialization and modern technology. In rapid changing

world of today it is clear that todays communication systems will not meet the

demands of tomorrow. So there is a need for constant review and modification.

MANAGEMENT OF INFORMATION IN AN ORGANISATION:

One of the greatest concerns of an organization is how to deal with the

accumulation of information and at the same time keep its communication pattern

strong and healthy enough to bear the burden of handling enormous data. The

emphasis is on speed, efficiency and facility to recall the required information at a

short notice. Here the technology comes in a big way to help organizations keep

their communication pattern vibrant and meaningful to meet the increasing

demands.

A well equipped office will have a number of technological aids

buzzing with activity. Until recently the emphasis was on using electronic

equipment for recording and preserving oral communication. Now there is anequal stress on using technology for what traditionally used to be recorded and

transmitted on paper.


12/36

4.Management of Written & Oral Communication

The dissemination of the message can be done in various ways. The method chosen depends on a

variety of factors whether it is in personal level or at an organization level. They are

1. The urgency of the message

2. The time available to reach the message3. The skill of the communicator

4. The intellectual level of the receiver and the sender

5. The expenditure involved6. The media available

7. The emotional level ;of the receivers

8. The geographical distance between the sender and the receiver

Methods of Communication

Broadly the Process of Communication can be classified into two methods:

1. Verbal Communication : We use the words, Speech , writing , reading etc to

communicate is called Verbal Communication. This included both Oral and Writtencommunication.

Oral Communication

Conversations, telephone talk, interviews, presentations, meetings, conferences, groupdiscussions and speeches etc. are the forms of Oral Communication. Oral communicationinvolves use of the words and sound.

Advantages:

Oral Commnication is speedy and offers interchange at the personal level. It is also a

powerful means of communication. The feed back is possible immediately as the sender and the

receiver will be in direct contact whether it is meeting, telephone talk etc and it is easier to give

any clarification immediately. At the times oral communication carried on at informal levels. Itcan encourage the frankness and the friendship. Oral communication does not require much

money .

Disadvantages:

Oral communication is not appropriate for lengthy messages. Long and detailed formal

messages are better communicated in a written manner for fear of missing out relevant points incases of chemical formulas or computer programs. Oral communication does not have long life

as we cannot store the words and can not be referred later. There is no legal validity .Any one

can deny what he or she has said before. And also there are greater chances ofmisunderstandings.


13/36

Types of Oral Communication:

1. Face-to- face Communication: is the best mode of Oral communication. The

communication is effective when sender has an eye contact with the receiver. This ispossible between two individuals in a meeting or an interview. Communication flows

both sides and the feedback is possible immediately. If the other person is not interested

or not liking the message the sender can change immediately and make the conversation

fruitful. Face-to-face communication is not possible in large gatherings.2. Telephone : Communication over the telephone depends entirely on the voice and the

words used. As the physical presence is not present the clarity of the speech has big role

to play.

3. Public Speech : A lecture or a public speech can be conducted with or withoutmicrophones. It has face-to-face setting but the distance between sender and the receiver

is large. The success of a public meeting depends on the speakers ability to use themicrophone, voice modulation and gestures. His silence can also convey many meetings.

4. Interview : This will happen between an interviewee and an interviewer. There will be

many interviewers. The meeting is for a specific purpose for a job or selection for a studyprogram or for entering into a business relationship. When interviewer asks the questions

to the candidate , both the sides will get a chance to assess the other party.

5. Meeting : Usually a meeting involves a number of persons. The chairman guides the

proceedings and maintains order during the meeting. Depending on he type of meeting,there may or many not be a fixed agenda. If it is a formal meeting , notes are taken

during the meeting, which are called the minutes. All the people involved in a meetingare constantly communicating. They may be speaking or listening.6. Presentation : This is a formal well-prepared talk given by an individual to a group. The

audience is mostly knowledgeable and interested. There can be different purposes to

giving a presentation. It can be a sales talk to introduce a new product and advertise it orit can be a presentation made to the finance department on the budget and saving

techniques. Visual aids and humor can enhance a presentation and make it more

attractive. The responsibility of the presenter is to make sure that all the listeners

understand the matter. The presentation is usually followed by question hour when thelisteners get clarifications.


14/36

WRITTEN COMMUNICATION:

Every thing that is put down on paper by writing comes under the purview of Written

communication . This includes letters, circulars, notices, memos, reports, forms, manuals,journal, etc.

Advantages:

Written communication is precise and accurate as it is usually formulated with great care since itcan be checked and verified anytime. Once written cannot be refuted. Written documents have

permanent shelf life and can be used for future reference. In some cases law requires retention of

documents. For example under the companies Act, records are required to be retained for 8

years, for customs purposes for 12 years, for Income Tax purposes for 16 years, for Sales taxpurposes 8 years and so on. The records can be referred repeatedly. Any written communiqu

can be sent to many people in many places. As the visibility rate of the mistakes is more theerrors can occur to others.

Disadvantages:

Written Communication consumes time for the preparation. It takes time to prepare

letters, notes, circulars etc unlike the oral communication which is much faster. Infact the

feedback also takes time. The receiver would send the feedback only after receiving the

document which consumes time.Written Communication is expensive as we need writing materials. As the visibility rate of the

mistakes is high, the errors can occur to others which cannot be rectified instantly by the senderwhich may cause misunderstanding or damage to the organization if the error is big.

TYPES OF WRITTEN COMMUNICAITON:

1.Letter :

This is the most commonly used form of written communication. They are mostly used

for external communication. Letters have fixed and formal layout, which must be adhered to.

There can be sales letters, complaint letters, bank correspondence and many others.

2.Memo:

This is an informal communication between members of the same organization and

usually relates to day-to-day work. It is used to convey information and instructions. Memoscontain brief messages and are normally pre- printed formatted papers on which memos are

written. A memo may or may not be signed. It can be personalized for senior managers.

3. Notice:This is used when many people in the same organization have to be given the same

information. A notice should be short and to the point. It should be clear and well spaced for

easy reading.

4.Circular:


15/36

This is a written document giving instructions or orders on a specific matter. For

example , circulars issued by the government departments, universities etc. Circulars have a date

for reference and signed by the person who has taken out the circular.

5.Report:

This is a written document prepared by an individual or a committee. It is prepared afterresearch. After the data collection and analysis , the results have to be presented. This is done in

a report. It can be detailed or brief.

5.BARRIERS TO EFFECTIVE COMMUNICATION

Successful performance of an organization depends on effective communication. But an activity

as complex as communication is bound to suffer from setbacks if conditions contrary to the

smooth functioning of the process emerge. They are referred as barriers because they are they

create impediments in the progress of the interaction. Identification of these barriers is extremelyimportant. Usually these communication barriers is also referred as noise. According to the role

observed by the two participants, can categorise the barriers ;*Sender Oriented Barriers

* Receiver-Oriented Barriers

SENDER-ORIENTED BARRIERS:

Sender-oriented barriers could be voluntary or involuntary. At any cost, sender should be able to

identify the remedies and also remove them. Basically as the sender is originator he/she shouldbe extremely careful not to erect barriers. Below are the some sender oriented barriers.

1. Badly expressed message:The sender should be well prepared .If he is not well versed in the topic under the discussion, hecan not frame the sentences properly and cannot give the accurate information which results very

poor understanding by the receiver hence the purpose will not be served. The receiver should not

feel the communicating act with the sender is a waste of time.2. Loss in transmission:

The choice of the channel or medium plays an important factor. This is very minor issue but leadsto inability in transmitting the actual message. This is mostly physical noise. However the

responsibility lies with the sender, as he should ensure that all channels are free of noise before

commencing communication.

3.Physical Noise :Physical noise is often a barrier in the process of communication. In a factory because of the

noise of machines etc. verbal communication is difficult. If a radio or TV is blaring the

conversation becomes difficult and messages get distorted. Sender should take care of the physicalnoise surrounded before communicating.

4.Semantic Problem:

High and big sounding words definitely look and sound impressive.


16/36

But if the receiver is not able to comprehend the impact of these words the entire exercise proves

futile. This problem could arise in the overall meaning of the message.

5.Over and Under-Communication

The quantum of communication should be just right. Neither should there be excess

information nort should it be too scanty. Excess information may confuse and the scanty

information would make the receiver grope actual intent of the message. Sender should see thatthere are no repetitions in the communication.

6.I Attitude:

Sender should never use the pronoun I at the beginning and at the ending the

communication. If the sender uses more often I pronoun , it gradually leads to what isreferred to as the I-syndrome. He would not be receptive to changes, if suggested by the

receiver , as such , changes would go against his personal formulation of certain views.

7.Prejudices:Starting any piece of communication with the bias or know-it-all attitude can prove to be

quite detrimental to the growth of communication process. When communicationcommences, all sorts of prejudices should be done away with, and the mind should be

free of bias. T This would enable the sender to formulate his message, keeping only the

receiver and his needs in mind. Thoughts like last time he said this.or Last time he

did thiscan totally warp the formulation of the message.

Remedies for overcoming sender-oriented barriers:

Care and the constant practice on the part of the sender can remover these barriers.

1.PLAN AND CLARIFY IDEAS: Ideas should be carefully formulated/thought out

before beginning any kind of communication. This can be done by following a few steps.

Test thinking by communicating with peers and colleagues. It is said that two mindsalways better than one.

Ideas when discussed aloud with another person, necessarily take on a shape and form.

2.CREATE A CLIMATE OF TRUST AND CONFIDENCEEmpathiseIn order to win the trust and confidence of the receiver, the sender has to put in extra

effort through which he is able to win the trust and confidence of the recipient. This is

normally referred as establishing sender credibility.

3. TIME YOUR MESSAGE CAREFULLY:

Different occasions and different hours necessitate a change in the encoding of themessage. The sender has to be careful of the time when and the place where he makes


17/36

his statements. As all communication is situation bound , a statement made at an incorrect

moment , or a wrong place can stimulate an undesired response. The most prudent step is

to measure the import of the message in relation to the situation and them impart it.

4.REINFORCE WORDS WITH ACTION

Whatever statements are made, should be reinforced by action on the part of the

sender. The receiver should not feel that there are two codes at play, one for transmittaland the other for action. If there is harmony between the two, the decoder is mentally at

peace, for his grasp is more accurate and thorough.

Once all barriers to communication have been overcome, communication, it is said, hasbeen meaningful and purposeful.

Receiver oriented Barriers:

The receiver too can be guilty of erecting barriers in the course of the interaction.

Although his role in the initial phase is passive, he becomes active when he starts

assimilating and absorbing he information. He is equally to blame if the situation goesawry and communication comes to a stop, or there is miscommuncation.

1.POOR RETENTION: Retention is extremely important during interaction. If the

receiver has poor retention capability, he would probably get lost in the course of theproceedings.

2.IN ATTENTIVE LISTENING:

The mind has its own way of functioning. The art of listening is an exercise in

concentration. If the receiver can be honed this skill, barriers to communication would

not be erected.

3. TENDENCEY TO EVALUATE;

Being judgmental and evaluative are both the starting points for miscommunication.Remember, the mind cannot perform two activities at the same time. If is is evaluating,

listening cannot take place. Evaluation should always be a sequel to the listening

process.

4.INTERESTS AND ATTITUDES:

The receiver should develop interest. I am not interested in what you are saying or

My interest lies in other areas . Starting any piece of communication with this kind ofindifference can thwart any attempts at communication. Fixed notions of this kind should

be dispensed with. It is not possible to be interested in all that is being said. But to start

any communication with this notion is hazardous.


18/36

5.DIFFERING STATUS AND POSITION:

Position in the organizational hierarchy is no criterion to determine the strength of ideas

and issues. Rejecting the proposal of a subordinate or harbouring a misconception that ajunior can not come up with a eureka concept is not right. In fact, many companies

have started encouraging youngsters to come up with ideas and solutions to a particular

problem. These ideas are then discussed among senior officers and their validity isascertained keeping the workings and the constraints of the company in mind. The basic

purpose of this upward traversing of ideas is that fresh and innovative minds can come up

with unique solutions. If an individual has been working in a particular company forsome years, it is natural that his mind gets conditioned in a particular manner.

Challenging newcomers to innovate as apart of company policy takes care of ego

problems that may arise if this is not the accepted norm.

6.RESISTANCE TO CHANGE

Flexibility is most important factor in communication process. Fixed ideas, coupled with

an unwillingness to change or discuss, hampers listening and results inmiscommunication. People with dogmatic opinions and views prove to be very poor

communicators and erect maximum number of barriers.

7.REFUTATIONS AND ARGUMENTS:

Always enter into healthy discussions. Refutations and arguments are negative in nature.

Trying to communicate with the sender on the premise that refutations and arguments canyield fruitful results would prove to be futile.

Communication is a process in which the sender and the receiver are at the same level.

The minute the refutations or arguments begin, there is a shift in balance between the twoparticipants, after which the receiver moves to a conceived higher position and the sender

remains at the same level. In case there are some contradictions that need to be resolved,

discussion is the right way to approach. Listening to the views of the other, trying tounderstand or at least showing that there has been understanding, appreciating and ,

finally posting own views should not make the sender feel small or slighted.

Most of the barriers that are receiver-oriented are best overcome by improving listening skills

and learning strategies of giving feedback.


19/36

6.REPORT WRITING

A report is a logical presentation of facts and information. It is a logical and coherentstructuring of information, ideas and concepts. It is a basic tool on which decisions can be

based.

What is a report? As per C.A.Brown it is very simple: A report is a communication from

someone who has some information to someone who needs that information.

FIVE WS AND ONE H

Prior to commencing work on a report, a few queries should be raised by the report-writer

and satisfactorily answered. Basically the writer should answer the queries centered to five

Ws and one H.

1. What? : what is the outline of the message?2. Why? : Why is the issue important?

3. Who? : Who is involved in the situation?

4. When? :The timings of the situation5. Where? : The place of the situation.

6. How ? : The main reason for the content/how it happened?

The goal of making reports is to make information as clear and convenient and accessibleas possible. Because time is precious, You tell the readers what they want to know no more,

no less- and you present the information in such a way thatit geared to their needs.Reports vary widely in their purpose. They also differ with the type of audience they are

written for.

TYPES OF REPORTS

Basically there is two types of reports.1. Informational

2. Analytical

Broadly speaking both types of reports contain similar components in terms of structure ororganization. Reports can be further classified in different ways.

1.On the basis of formality:


20/36

Informal Report : This is done usually at the personal level. As these reports deals with

person to person communication, it does not follow any format and informally convey s therequired information.

Formal Report : This is prepared in prescribed form in an organization, an institute

presented to the prescribed authority. For ex: Directors report, Auditors Report or AGMreports.

2.On the basis of frequency of issue:

Periodic or Routine Reports: These are presented at regular, routine intervals in the

normal course of business. The time period could be annually, half yearly, monthly,

fortnightly, weekly or even daily. Generally, these reports are a mere statement of facts.

Examples: Progress reports, Sales reports, Performance reports etc.Special Reports : They are related and generated for a single occasion or situation. They

deal with non-recurrent issues. An individual or a committee is appointed to investigate the

situation and present its findings. They give suggestions to the management to decisions.

For ex: project reports, Feasibility Study Report, First Information Reports (FIR) etc.

3.On the basis of function :

Informative Report : This presents facts and information related to an issue or situation.

For Ex: Annual Balance Sheets, Sales reports with figures etc.

Interpretive Report : This analyses the facts, draw conclusions and makes

recommendation to solve the problem. For Ex. If the report delves into the causes of lowsales during a particular period, it becomes an interpretive or analytical report.

4. On the basis of the nature of the subject

Problem- Determining Report

Fact-Finding report

Performance ReportTechnical Report

Some other types of Reports:

F.I.R. or First Information Report

Progress Report

Inspection Report

Performance appraisal report

Project Report

Annual Report

Feasibility Report Survey Report

Press Report.


21/36

ANALYTICAL REPORTS:

The analytical report comprises stages in which there is a proper identification of the problem,analysis and subsequent interpretation. Recommendations or suggestions are then incorporated in

the report, depending upon what is required by the report writer.

CHARACTERISTICS OF A GOOD REPORT

We can distinguish the reports as good or bad based upon the following characteristics:

1.Accuracy : This is very essential for a good report. If the facts are wrong , it may leas todisastrous results. Some times even with a minor mistake in fact the business will suffer to a

greater extent.

2.Precision : The writer should be absolutely clear about the exact purpose of the report.Precision gives it a kind of cohesion and unity.

3.Relevance : The facts presented in the report should bear the relevant to the situation.Irrelevant facts or message makes the reports confusing.

4.Brevity : A report should be as brief as possible. But this quality should not be achieved at thecost of clarity. The report should not be unnecessarily long. Include everything but be brief.

5.Simple and unambiguous language : It should be free from fancy statements and figures ofspeech. Since it is a technical document of utility, it should remain simple and non-confusing.

6.Reader Orientation : While drafting a report, one should keep in mind the people who will be

reading it. A report meant for the layman will be totally different from a report meant fortechnical experts.

7.Clarity : A good report is absolutely clear. The reader should not have any problem inunderstanding it. Clarity should be maintained in presentation and the purpose. The sources of

data, findings and recommendations should all be extremely clear. Suitable headings and

paragraphing must be done. If the report contains figures, they should be presented in suitable

tables and formats. The report must be written systematically for extreme clarity.


22/36

Preparing A Report

Once you are clear about the purpose of writing a report, the persons for whom it is meant, thefacts to be examined and the facts to be included, and the time at your disposal, and know what

type of report you are going to write, it is time to start the work.

Suggestions to write a report :

Investing the sources of information :Investing the sources of information is done

right at the beginning. The extent of the investigation depends upon the length and

importance of the report. Major sources of information are company files, personal

observation, interviews, letters, questionnaires and library research.

Taking Notes : During investigations the writer should take the notes continuously.

Analyzing the data: All the data collected is analyzed. Some needs to be rejected and

more might be needed fresh. The writer should never be in a hurry here, as this is animportant stage.

Making an outline :Once all the ingredients are ready the writer should plan the

report in his mind and should prepare an outline. In this , the problem is stated, thefacts are recorded, they are analyzed and the logical conclusion is reached. This is

more like a rough copy and is very helpful in the final report writing.

Writing the report :Writing the report requires a lot of planning and consultation. Itshould be correct in all ways-logically, grammatically and clarity-wise. The writer

must take pains over this, as it will be read by the person who needs it and they will

form an impression.

PARTS OF THE REPORT

A report has several parts, which enables the writer to layout all the information in a simple easy-to-read form. All reports do not need all the parts, but longer reports, which are formal, do need

to have all the parts.

1. Title : Every report should have a title which indicates the subject of the study, the period

and the location of the study. If the report is long, it can cover the whole page,

including other things like the writers name etc. In case of a short report, the title appearsat the top of the first page only.

2. Terms of reference : This gives details about the assignment and the pruppose and scope

of the study.

3. Procedure : This mentions the methods used to collect information for the report writing.The methods of data collection will depend on the nature of the study. For example:

visits, personal inspections, experimentation, interrogation, old records, etc.

4. Findings : This is the main part where the findings are presented. The collected facts andfigures have to be organized into a presentable and readable form. Suitable headings and

subheading are to be included. This section may end with a summary of the most

important findings that emerge. There may be a separate section with the conclusions.


23/36

5. Use of illustrations : A report becomes much more readable, clear and effective if the

findings are explained with relevant illustrations. These can be in the form of charts,

graphs , diagrams, maps, etc.6. Recommendations : These are proposals for action suggested by the report writing

authority. This in included only if the assignment has asked for it and are usually given

by senior people.7. Signature, Place, Date: All the people who are in the report writing committee must sign

the report. The signature is on the right and the place and date are on the left. The date is

the date-of-submission of the report.8. Table of contents : This is included only if the report is long. It can be attached after the

title page.

9. Appendix : This is supplementary material given at the end of the report. This is

something, which has been used or referred to in the report. For example, map,questionnaire, etc. If there is more than one appendix, they are numbered.

10. Acknowledgemets : This is a list of names of people or organizations that helped in the

report writing. It will appear before the first chapter.

11. ADDENDA: The are some optional items of the report will comes under Addenda. Wewill not see these items in all the reports. Their inclusion will depend on their need, the

length of the report and the technical nature of the report. This will include thefollowing:

List of references : Sometimes other written material is used and quoted in the report that you

write. When this is done, you must always quote the place from whre it has veen taken and whohas authorized it.

Bibliography: If the report is based on some extensive work already done by someone else, the

party should be name under bibliography. It can also include workds recommended for furtherreading.

Glossary : It is the list of technical words used in the report and their meanings.

Appendices : Statistical data, charts, maps and diagrams, copies of questionnaires, etc. are notincorporated in the main body of the report. This is because it creates a diversion and the flow of

the report is lost. These things are however essential for reference and are, hence included at the

end.

Contents Page : This is given in case of long reports. Ti is normally included in the beginning.

It specifies the various items that will appear in the report along with the page number on which

they will appear.

7. COMMUNICATOIN TECHNOLOGY- OFFICEPROCEDURES AND AUTOMATION

Communicating successfully in the business world today includes

communicating effectively by electronic automation. A medium is the means of


24/36

transmitting or conveying a message. Some media carry written

words/pictures/graphics and other media carry the voice. Electronic media can

carry both the voice and written material.

Any organization needs to have a healthy and effective communication tools, the

medium that suits for their office environment. Hence one should be very careful

in selecting the medium. Let us look into some aspects in choosing the medium

for a particular message:

1. The type of audience you want to reach

2. The speed with which the message should be conveyed, The pressure and

the distance between the sender and the receiver influence the choice of

medium. E-mail is much faster than courier/by mail.

3. Need for confidentiality of the message is an important consideration.

4. Need for accuracy in transmission is very important, the content should bemore precise and accurate.

5. Need for reliability of the medium is an important factor. For example

sending a message by hand delivery is more reliable than ordinary mail,

registered post is more reliable than ordinary mail.

6. Cost of the medium and its relative importance and urgency.

7. Availability of a particular medium to the sender and to the receiver is

obviously affecting factor.

8. Feedback capacity of the medium.

9. Availability of hard copy of record.

10.Formality of the medium must be suitable to content of the message. A letter

of congratulation is more formal and has a different effect from conveying

the same orally.

11.Intensity and complexity of the message is a major factor. Some messages

like changes in policies regarding the employees, when a job of an employee

is in danger, or messages with the emotional aspects have high intensity and

are very complex. One should be very careful in selecting the medium in

any organization irrespective of the size.

Oral messages: are carried by air vibrations, the microphones/loud-speaker, the

telephone, cellular phone, voice mail and the radio. The written messages are

carried through e-mails, fax, etc. Now a days the interaction between the various


25/36

branches of the same office situated in different parts of the world is also possible

through Teleconfenrencing.

Electronic Communication :

The media which transmit signals instantly from any source to any destination in

the world by modern electronic technology.

Telephone

This form of electronic communication has been around for nearly a century. It is

the most useful and universal medium of oral communication with a person who is

not present at the same place as the sender. The telephone instrument has evolved,

over the years, into very sophisticated forms with many new facilities.

Intercom facilities : telephonic conversations within the office inter departmental

personal can instantly which saves time.

STD-Subscriber Trunk Dialing allows the user to make call to a number located

in another city directly . This facility is available in almost all the parts of the state.

ISD _ International Subscriber Dialing : This more higher version of STD, here we

can communicate to any part of the world . Every country has an international code

number which we dial before dialing the required number.

Both the STD and ISD facilities can be locked with a number code on telephone

attached to electronic exchanges.

Cellular Phone The cellular (mobile) phone is based on a combination of the old

radio technology and emerging telecommunication technology. Cellular phones

operate through airways, much like a radio. Air time is charged. Cellular phone

instruments have facilitated for storage of numbers, record of missed calls, for

receiving text messages (SMS), for leaving voice mail, and for receiving

information given. Infact Mobile phones have the capacity for multimediamessaging. It allows you to add pictures, sound , colour, voice, animation, to

messages which you send over the mobile phone. Photos can be taken by MMS-

enabled phone can be sent to other MMS-enabled phones, to e-mail addresses, can

be published on the internet, used in a presentation, or just stored in a personal

album.


26/36

Benefits: The mobile has freed managers from the confines of their offices as they

can be in touch with the office from wherever they are. It has become possible to

contact persons who are traveling or are out in the open. Marketing persons who

visit customers can instantly get in touch with their home office to consult. Most

importantly traveling representatives have instant access to data and information

from the home, office as well as other information through the internet which can

be accessed from the mobile phone.

Voice Mail :

Voice mail is a communication service on the telephone line. The simple

answering machine which can be attached to a telephone is a form of voice mail: it

allows caller to leave name, number and message if do not answer the phone. The

message can be retrieved and answered later, at a more convenient time. Hence

Voice mails helps to make better use of time, it can help to prevent interruptions inoffice work.

Fax :

The facsimile machine is a device for transmitting copies of printed image

over telephone lines. The machine is connected to the telephone through a modem.

Fax permits quick exchange of information and documents between offices and

organizations and individuals. Important decisions and instructions can be quickly

conveyed to branches and other offices.

Fax can also sent through the computer. The latest models of computers have an

inbuilt modem, and software.

E-mail:

Electronic mail requires a computer, a telephone line and a modem. E-mail

is the most frequently used application of the internet. The communication is

almost instantaneous, besides sending a message you can send whole documents

are attached to the message.

It is easy to send an e-mail, one should prepare a message on a wordprocessing program, log on to the e-mail, copy and paste the message on the

compose directly on the compose frame after logging on and send it by clicking

on the send button. The messages remains in the receivers email inbox and can

be read at any time. In order to send an e-mail one should know the recipients e-

mail address.


27/36

Advantages :

An important capability of e-mail is its ability to create on going electronic

conferences. E-mail provides discussion groups or list for electronic

conferences.

E-mail makes information more accessible and permits faster procedures in

an organization.

E-mail does not command the feedback instantly as in the case of telephone,

there is time to think before replying.

E-mail democratizes the organization within organization, e-mail bypasses

the chain of command for vertical communication. A sub-ordinates querry or

observation may be simultaneously on the computer of the immediate supervisor as

well as a higher level manager. Information which would take time moving

through the chain of command and may get edited on the way, can go straight to

the intended recipient.

Tele Conferencing :

Conferences held by the people sitting in different branches/ areas of the

same organization or the of the segment with the help of Audio and video

presentation equipment are referred as Teleconference.

1.Audio Conferencing:

Provides the facility to move text, computer generated images, photographs

and large files over ordinary telephone lines (like internet). It is not as expensive

as video conferencing but still requires going to the location that has the equipment

or investing in the equipment.

2.Vedio Conferencing :

Allows people at different locations to see and hear each other at the same

time. It is fully interactive and almost like a face-to-face meeting. With the more

complex systems and equipment it is possible to have more than two locations

connected together so that they can see and hear together so that they can see and

hear one another almost like an actual meeting.


28/36

Benefits :

The benefits of video conferencing are remarkable.

5. Almost like communicating face-to-face.

6. The interaction allows people from different places to understand/know

more about each other.

7. It develops intimacy and goes long way in building relationships in a way

that telephone or e-mail cannot do.

8. It improves appeal and retention by including diverse media like video-audio

clips, graphics, animation and computer applications for demonstrations and

explanation.

9. It saves the time and cost of traveling to meet and allows people to keep in

touch more frequently.

10.It enriches communication in several ways.

Internet

The internet is a world-wide collection of computer networks that co-operate with

one another by using a common software standard. It conveys data through

satellite links and telephone wires. The speed of the internet has changed the way

people receive information. The size, scope and design of the internet enables users

to:

connect easily through an ordinary personal computer and local telephoneline,

exchange electronic mail with colleagues, customers, friends and also attach

files which are on their computer,

share business and research data among colleagues,

request and provide and help with problems and questions,

post information for others to access, and update the information regularly,

publicise and market good and services,

gather valuable feedback and suggestions from customers and business

partners, access multimedia information which includes photographic images, sounds

and video,

join group discussions on any subject,

subscribe to mail lists on top of interest and receive views expressed.


29/36

Since the internet consist of not one but multiple data systems, which were

developed independently, it allows users to access a variety of services. The most

important and popular ones are:

E-mail for exchange of electronic mail,

Internet Relay Chat (IRC) for sending private and public messages to otherusers in real time,

USENET newsgroups for posting and answering messages on public

bulletin board,

File Transfer Protocol (FTP) for storing and retrieving data files on large

computers systems.

CU-See Me, a videoconferencing system which allows users to send and

receive sound and pictures simultaneously over the internet.

Computers :

We do not see even a single office without having a computer. Infact just a

tabletop computer itself is treated as an office. One should agree to the fact that

the entire world is connected and treated as a global village due to the invention

and usage of computer with various applications.

The computer is a versatile electronic instrument which can combine various

media functions. The trend of technology is towards convergence of various

technologies so that the computer has become the single multi-task equipment

for all kinds of transmission.

Uses:

A computer helps in preparation of letters, reports, meeting agenda, and

various other documents required in an office by using some applications.

Databases of customers, suppliers, and employee information etc can be

stored and maintained and easily updated.

Electronic mail, Voice mail, Videoconferencing, and multimedia facility

allows all forms of communication to be transmitted. Fax and telex can also

be sent through the computer. The access to the internet is possible only through the computer. Special

facilities like e-commerce, and internet banking, etc are possible through the

computer.

Accounting software is already in use in many offices so that account books

do not have to be written manually. Various financial reports can be

prepared within a short time by using the accounting software packages.


30/36

Software programs are being written for almost all activities in business.

Computer technology is the fastest growing field, advances are made rapidly,

and users can upgrade their equipment and buy latest software for more

advanced tasks.


31/36

8. HUMAN RESOURCE AND COMMUNICATION

The principle component of an organization is its human resources or

people at work. Human resources have been defined as from the national point

of view, the knowledge skills, creative abilities, talents and aptitudes obtained in

the population, whereas from the view point of the individual enterprise, they

represent the total of the inherent abilities, acquired knowledge, skills as

exemplified in the talents and aptitudes of its employees. These are also referred

as human factors which refer to a whole consisting of inter-related, inter-

dependent and inter-acting physiological, psychological, sociological and ethical

components.

It is the Human Resources which has paramount importance in the success

of any organization because most of the problems in organizational settings are

human and social rather than physical, technical or economic. Failure to recognize

this fact causes immense loss to the nation, enterprise and the individual.

Management of Men is a very important and challenging .It is a job, not of

managing men but of administering a social system.

Link between the HR and Communication: Communication is one of the

most fundamental actions that links one human being to the another. It is the fiber

that binds together social relationships. As HR deals with the personnel , it is an

increasing requirement of the HR professional to be an effective communicator. To

quote, Geoff Armstrong, CIPD Director General HR, people are uniquely placed

to design and operate organizations and practices that can lead to success.

Understanding this and delivering solutions to the people needs of the organization

is the starting point for positioning HRs role in the communication process.

Role of Human Resources in Organsational Communication: The growing

importance of communication in our lives means that it is no longer possible toseparate communication from human relations: it is right in the ballpark of the HR

professional. The necessity to get communication right should be considered as a

critical success factor for the organization. The internal communicator (HRM) has

to play a major part in providing this information, not as a photocopier of

information but as an adviser with teeth. Let us study the challenges that would

be faced by the employer through the Human Resource Personnel:


32/36

1. To make sure that every stake holder in the organization understands the

direction, the strategy, the operational context and the performance.

2. To make sure that everyone understands and accept what is expected of

them in this environment.

3. To protect and enhance the organizations image.

In short this is a matter of communicating with impact: expressing thoughts,

feelings, and ideas effectively in individual and group situations, presenting ideas

effectively, clearly expressing ideas.adjusting language to the characteristics and

needs of the audience.

Human Relations Management has a very strong link in between the

organization and the performance. Hence HR professionals should take more on

organizational communication. HR communication is an immensely important area

of HR strategy and practice.

Human Resource Manager should be clear about his role in the organization.

Then understand the contribution of the organizational communication to his role.

And develop some new skills to fulfill the challenge. Let us study the contexts for

growing interest in organizational communication where HR would be playing a

vital role.

1. Leadership: Communication is a dimension or a facet of almost all that a

leader does. A leader communicates in order to achieve the common task,

to build the team and to meet individual needs. In the context of a

leadership, to communicate means to share with or impart to others ones

thoughts and information in order to obtain a desired response the

primary responsibility for good communication lies with the leader.

2. Getting Oraganizational Communication right: Most of the managers

understands the strategic implications of the information based,knowledge driven, service-intensive economy. They know what the new

game requires: speed, flexibility, and continuous self renewal. Skilled and

motivated people are central to the operations of any company that wishes

to flourish in the new age. Hence, the communications is all part of the

success path in this new economic reality.


33/36

3. Now we know that HRM should get grip with communication in the context

of the organization and HR function. As we all knew, the days of command and

control management are gone. Todays organizations are run by multi-and cross

functional teams in which baby boomers and Generation-X managers should little

tolerance for unquestioned authority. To deal with this situation, the art of

persuation is necessary . This involves, careful operation, the proper framing of

arguments, the presentation of vivid supporting evidence, and the effort to find the

correct match with your audience.

Now this is evident that HRs involvement in organizational communication is

now a priority. These are compelling reasons for anyone in HR to take an interest

in the development of communication as a discipline, as a value-added

contribution and a core competence of the professional. Effective communication

for the HR professional will require a refinement of the knowledge, skills, attitudes

and behaviours that have been necessary to date. And this needs to prepare an HR

communication strategy and plan.

HR Communication Strategy : We all know that there is an important role for

HR in organizational communication. HR communication strategy should be an

integral part of the business strategy, contributing to the business planning process

as it happens.

Once organizations have been through the process of strategy-setting that

best suits them then they normally move to the implementation stage. This is

involves the development of functional strategies, of which HR is one-

communication is a key part of this. In recent times the development of an HRcommunication strategy and associated actions is increasingly important. HR have

to be professional in the way they communicate because of the complexity of the

process. There are, for instance, psychological barriers to communication,

including peoples emotions, perceptions and selectivity.


34/36

Concepts:

1. HR communication strategy deals with softer issues of beliefs and values as

well as the harder things about pay, training and so on.

2. It positions the human elements of the communication against the business

strategy. Portraying HR communication strategy as a business based entity.

3. It is done in systematic way.

4. It includes both internal and external publics. HR communication strategy is as

much about communicating with potential employees, the media and the other

public.

Prepare the HRcommunication strategy : A sequential approach is needed insetting up of any HR communication strategy. Below are the basic aspects to be

covered in the framework of HR communication strategy:

What is the message to be communicated?

What are the objectives?

Who are the target audience?

Who is the sender of the message?

What is the medium?

How will feedback be obtained?

Ex:-The boards decision on the annual pay round can be communicated to the

employees successfully based upon the above aspects of HR communication

strategy.

HR Communication Plan:

The HR communication plan serves three purposes.

1. It articulates the detail of the implementation programme.

2. It provides a framework for co-ordinating all the constituent parts of HR.

3. It provides role clarity both within the HR function and those parts of the

organization on which HR is dependent.

The HR communication plan is the road map by which the communication strategy

is achieved.


35/36

The HR communication plan and its implementation will not be successful unless

those in HR are fully competent in the theory and practice of communication. The

following is a description of some of the skills that will be needed.

Developing a communication strategy.

Planning and control.

Influencing.

Using information effectively.

Effective Personal competencies (oral and written communication )

Presentation skills.

Preparing an HR communication plan allows the HR professional to deal with

both long and short-term demands. In the long term the overall purpose of HR

communication will be identified and the planning process will facilitate a dialogue

about what the key messages or objectives are. Then resources can be allocated to

implement the longer-term communication plan. The HR communication plan will

also provide a framework within which short-term communication may take place.

The benefits of being able to see that next weeks pay communication coincides

with an announcement of a large-scale recruiting or redundancy exercise are great.

The absence of such a plan means that HR will not achieve the joined-up approachfor which we strive.


36/36

Documents

1.8 Communications Skills Prof.sujatha