CommunicationThe word “communication” derived from the Latin word ‘communicare’ that means to impart, to participate, to share or to make common. It is a process of exchange of facts, ideas, opinions and as a means that individual or organization share meaning and understanding with one another. In other words, it is a transmission and interacting the facts, ideas, opinion, feeling and attitudes.

Role of communication if businessThe term business communication is used for all messages that we send and receive for official purpose like running a business, managing an organization, conducting the formal affairs of a voluntary organization and so on. Business communication is marked by formality as against personal and social communication.

: A business Organization is a group of people associated to earn profit. Various kinds of activities have to be performed by the people of an organization so as to earn profit. These activities need an effective and systematic communication. Without efficient communication, one can not even imagine to do work and hence will be unable to earn profit. Since the aim of business organization is to earn profit, the organization will die without profit and this death is a result of the absence of communication. This is why communication is called life blood of a business organization.

The success of any business to a large extent depends on efficient and effective communication.

Communication is the life blood of any organization and its main purpose is to effect change to influence action. In any organization the main problem is of maintaining effective communication process. The management problem generally results in poor communication. Serious mistakes are made because orders are misunderstood. The basic problem in communication is that the meaning which is actually understood may not be what the other intended to send. It must be

realised that the speaker and the listener are two separate individuals having their own limitations and number of things may happen to distort the message that pass between them.

Internal Communication

Internal communication denotes a type of communication within the organisation. This is also known as inter-communication. When the inter-communication takes place between the employees of the same department, it is called inter-departmental communication and when it takes place between the employees of different departments of the same organisation, it is called infra-departmental communication. The internal communications, includes letters, memos, notices, instructions and orders.

The communication between the organisation and the outsiders is called external communication. External communication is needed for smooth conduct and the progress of the business. This form of communication takes place through personal visits, telephones and postal services. The external communication

includes acknowledgement, enquires, tenders, meetings, conferences and notices.

When people within the organization communicate with each other, it is internal communication. They do so to work as a team and realise the common goals. It could be official or unofficial. Modes of internal communication include face-to-face and written communication. Memos, reports, office order, circular, fax, video conferencing, meeting etc. are the examples of internal communication.

When people in the organization communicate with anyone outside the organization it is called external communication. These people may be clients or customers, dealers or distributors, media, government, general public etc. are the examples of external communication.

THE COMMUNICATION PROCESS/CYCLE

The transmission of sender’s ideas to the receiver and the receiver’s feedback or reaction to the sender constitute the communication cycle. The process of communication begins when one person (the sender) wants to transmit a fact, idea, opinion or other information to someone else (the receiver). This facts, idea or opinion has meaning to the sender. The next step is translating or converting the message into a language which reflects the idea. That is the message must be encoded. The encoding process is influenced by content of the message, the familiarity of sender and receiver and other situation of factors.

After the message has been encoded, it is transmitted through the appropriate channel or medium. Common channel in organization includes meetings, reports, memorandums, letters, e-mail, fax and telephone calls. When the message is received, it is decoded, by the receiver and gives feedback to the sender as the conformation about

the particular message has been carefully understand or not.ELEMENTS OF COMMUNICATIONThe process of communication involves the following elements:

1. Sender or transmitter: The person who desires to convey the message is known as sender. Sender initiates the message and changes the behaviour of the receiver.

2. Message: It is a subject matter of any communication. It may involve any fact, idea, opinion or information. It must exist in the mind of the sender if communication is to take place.

3. Encoding: The communicator of the information organises his idea into series of symbols (words, signs, etc.) which, he feels will communicate to the intended receiver or receivers.

4. Communication channel: The sender has to select the channel for sending the information. Communication channel is the media through which the message passes. It is the link that connects the sender and the receiver.

5. Receiver: The person who receives the message is called receiver or receiver is the person to whom the particular message is sent by the transmitter. The communication process is incomplete without the existence of receiver of the message. It is a receiver who receives and tries to understand the message.

Sender

MessageEncoding Channel Receiver

Decoding

Feedback

Brain drain

Fig.1.2: The Communication Process

Decoding: Decoding is the process of interpretation of an encoded message into the understandable meaning. Decoding helps the receiver to drive meaning from the message.

Feedback: Communication is an exchange process. For the exchange to be complete information must go back to whom from where it started (or sender), so that he can know the reaction of the

receiver. The reaction or response of the receiver is known as feedback. Brain drain: On whole process there is a possibility of misunderstandings at any level

is called brain drain. It may arise on sender side if they do not choose the adequate medium for delivery of message, by using default channel and it may also arise when receiver does not properly decode the message. In other words, we can say that it is breakdown of cycle at any level.

TYPES OF COMMUNICATION

Communication can be classified as below:

1. Verbal Communication2. Non-verbal communication

(1) Verbal communication

Verbal communication happens through the use of words. It must be understood that communicator has to depend on the language that has been designed, developed and propagated by humans. As a result, it suffers from a lot of limitations despite the fact that some languages of the world are very developed and command a vast vocabulary.

Verbal Communication, in turn, can be further divided in to two groups:

(i) Oral Communication

Oral communications are the messages that come through words, phrases and idioms from the mouth of the speaker. His appearance, mannerism, body language and the way he throws his voice can make significant difference in impacting the audience, their attitude and performance.

It is a very convenient form of expression and presentation. It is almost instantaneous, quick and least expensive.

(ii) Written Communication

This requires preparation and can be thought out properly before committing in writing. It takes time and is expensive. However, it is more accurate and is the norm for technical, legal and most diplomatic communications.

With increase in the size of organizations, their complexity and dynamism, many a times written communication is the only way to communicate. With technological

advancement in our ability to send / receive emails, fax messages, short messaging service (SMS) on mobile phones, instant messaging etc, written messages have become very common and popular.

Ability to send online reports across continents has won the race against time and distance. It is significantly influencing the way people shall do business in the twenty-first century.

(2) Non-verbal communication

Non-verbal communication uses signs, signals, gestures, expressions and sounds.

The non-verbal communication has changed the way we look at the subject of communication. We seem to be communicating all the time through gestures, expressions, sounds, signs and signals.

Every one can recall the personal experience they would have gone through when they had to ask for a favour from mother, father, elder brother or even boss. When they went to speak to the person on the appointed date and time, one quick look at the person made them change their mind, thinking that the day and time was not propitious for seeking favour because of the mood he was emoting. The interaction would have been very upsetting but they could avoid it because they could observe from the body language of the person that the response would not be favourable.

Similarly, it is said that we emote even when we are asleep! We have also read a story in Mahabharata that Abhimanyu, son of Arjun, had picked up the art of entering a kind of warfare known as Chakarvyu while in the womb of his mother. It has been thought to be rather unbelievable phenomenon. The recent advances in medical history confirm that a child has already well developed five senses and mind as early as the seventh week of its conception when even mothers may not have become aware of their pregnancy!

Another thing students must appreciate is the body language is not man-made; it isGod‟s own creation. Studies are directed to observing those gestures, expressions, sounds etc and record their meaning for its students to understand the language. Body language rarely lies and if one can master it, it will propel them on fast track to become good communicators.

Another well-known story common in India is that good vaids of ayuvedic medicines were able to diagnose the type of ailment from the feel of the pulse and general examination of their patients!

Q. Explain in detail verbal and non verbal communication?

Ans: VERBAL COMMUNICATION: Verbal communication means such a communication

that takes place by means of a language or words”. It includes the following contents.

a. Oral communication (Speaking & listening)

b. Written communication (writing & reading)

Interpersonal communication

Interpersonal communication is the process by which people

exchange information, feelings, and meaning through verbal and non-

verbal messages: it is face-to-face communication.

Interpersonal communication is not just about what is actually said -

the language used - but how it is said and the non-verbal messages

sent through tone of voice, facial expressions, gestures and body

language.

Inatrapersonal communication

Inatrapersonal communication is the communication within an

individual. The communication occurs within one's mind or when an

individual talks to him or herself when nobody is around.

Intrapersonal communication can aid in helping an individual become

more social, like a pat on the back and saying that 'you can do it'.

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Q. What are the four basic organizational plans? Prepare brief

outlines for each of these plans.

Ans: BASIC ORGANIZATIONAL PLANS:

There are four basic organizational plans:

(i) Direct request,

(ii) Good news

(iii)Bad news and

(iv) Persuasive request.

The first two use the direct approach and the last two, the indirect approach.

Direct (Deductive Approach:

The direct approach is used for direct request and good news plans, because the message is

easily understandable and considered favourable or neutral. Under this approach the message

begins with the main idea or good news and necessary explanatory details follows in one or

several paragraphs. The message ends with an appropriate friendly paragraph. Thus a direct

approach has three parts shown in the following out lines for Good News and Direct – Request

plans.

Good News Plan Direct – Request Plan

01. Good News or main idea:

a. Request, Main statement or question.

01. Main Idea:

b. Reason(s) if desirable.

02. Explanation:

a. All necessary and desirable details.

b. Resale material (Favourable

information about a product or

service has already bought or is

planning to buy).

c. Easy reading devices.

d. Sales promotion material

(suggestions for additional

products or services the customer

may find useful).

02. Explanation:

a. All necessary and desirable details.

b. Numbered questions if helpful.

c. Educational Material.

03. Positive Friendly Close:

a. Appreciation

b. Clear statement of action desired,

if any.

c. Easy action.

d. Dated action when desirable.

e. Willingness to help further.

f. Reader benefit.

03. Courteous close with motivation to

action:

a. Clear statement of action desired.

b. Easy action.

c. Dated action when desirable.

d. Appreciation and goodwill.

Indirect (Inductive) Approach:

The indirect approach is used for persuasive requests and bad news plans, because the receiver

is expected to resist and react unfavourably. Under this approach the message does not begin

with the main idea or bad news. Instead it begins with some relevant pleasant or neutral

statements followed by adequate explanations, before introducing the unpleasant idea. Here

also the message ends with appropriate friendly or sympathetic words. Thus an indirect

approach has four parts shown in the following outlines for Bad-news and Persuasive-Request

plans.