BUSINESS COMMUNICATION & OFFICE MANAGEMENT

UNIT CODE: CBM 512

INTRODUCTION TO COMMUNICATION
Definition of communication
 two-way process of reaching mutual understanding, in which participants not only
exchange (encode-decode) information, news, ideas and feelings but also create and
share meaning.
 In general, communication is a means of connecting people or places. In business, it is
a key function of management--an organization cannot operate without
communication between levels
Purpose/objectives of communication
1.Achieving organization goals: The main objective of communication is to help managers
in achieving organization goals. It helps managers to perform all managerial functions and to
achieve predetermined goals.
2. Exchanging of information: Another objective of communication is to exchange
information between employees of an organization. It helps to make contact with the external
forces of an organization.
3. Formulation and execution of plans: Communication supplies information to the
managers who prepares effective plans for the organization. Managers collect information
from different sources and prepare and execute organizational plans through the help of
communication.
4. Increasing efficiency: Communication helps to increase the efficiency of the employees
of an organization by supplying information timely relating to the work.
5. Directing the subordinates: An important objective of communication is to give effective
direction to the employees of an organization. Communication helps to reach executive
orders to the subordinates.
6. Create consciousness: Another remarkable objective of communication is to create
consciousness among the employees about their duties and responsibilities by supplying
various information.
7. Coordination and cooperation: Another important objective of communication is to help
in coordinating and cooperating the activities of various work groups and departments
working within the organization.
8. Persuasion: To persuade the employees to work hard for the organization and the buyers
to buy organization’s products are two other important objectives of communication
9. Facilitating joint effort: No organization can achieve its goal by individual effort. It
requires joint effort. Communication helps in taking joint effort in the organization.
10. Education and training of employees: Communication helps to provide education and
training to employees of the organization.
Process of communication
The process of communication refers to the transmission or passage of information or
message from the sender through a selected channel to the receiver overcoming barriers that
affect its p ace. The process of communication is a cyclic one as it begins with the sender and
ends with the sender in the form of feedback.

1. Sender: The sender or the communicator is the person who initiates the conversation and
has conceptualized the idea that he intends to convey it to others.
2. Encoding: The sender begins with the encoding process where he uses certain words or
non-verbal methods such as symbols, signs, body gestures, etc. to translate the
information into a message. The sender’s knowledge, skills, perception, background,
competencies, etc. has a great impact on the success of the message. Encoding refers to
putting thoughts, idea, or information into a message that your receiver will understand,
you are encoding it.
3. Message: Once the encoding is finished, the sender gets the message that he intends to
convey. The message can be written, oral, symbolic or non-verbal such as body gestures,
silence, signs, sounds, etc. or any other signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he wants to
convey his message to the recipient. It must be selected carefully in order to make the
message effective and correctly interpreted by the recipient. The choice of medium
depends on the interpersonal relationships between the sender and the receiver and also
on the urgency of the message being sent. Oral, virtual, written, sound, gesture, etc. are
some of the commonly used communication mediums.
5. Receiver: The receiver is the person for whom the message is intended or targeted. He
tries to comprehend it in the best possible manner such that the communication objective
is attained. The degree to which the receiver decodes the message depends on his
knowledge of the subject matter, experience, trust and relationship with the sender.
6. Decoding: Decoding refers to interpreting or converting the sent message into intelligible
language. The receiver after receiving the message interprets it and tries to understand it
in the best possible manner. An effective communication occurs only if the receiver
understands the message in exactly the same way as it was intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has
received the message and interpreted it correctly as it was intended by the sender. It
increases the effectiveness of the communication as it permits the sender to know the
efficacy of his message. The response of the receiver can be verbal or non-verbal.
Note: The Noise shows the barriers in communications. There are chances when the message
sent by the sender is not received by the recipient.
Formal and informal communication
 Formal communication involves utilizing the formal communication channels of an
organization. Formal communication can move vertically in an organization.
Information is collected and flows up to the top levels of management for review and
decision making, while orders flow down from the top to the place where it will be
implemented.
 Formal communication can also flow horizontally across the organization. Horizontal
communication occurs between two parts of the organization at the same level.
 Informal communication refers to the form of communication which flows in every
direction, i.e. it moves freely in the organization.
Principles of effective communication
1. The principle of clarity: A message should be clear, free from distortion and noise.
A vague message is not only a barrier to creating effective communication but also
causes the delay in the communication process
2. Principles of Brevity: A communication should be brief i.e. just necessary and
sufficient. Repetition and over-explanation are likely to destroy the actual meaning
and importance of the message. Moreover, the reader may feel disturbed by receiving
a long message.
3. The principle of Simplicity: Message should be given using simple and familiar
words. Vague and technical words should be avoided. Simple words are easy to
understand and help the receiver to respond quickly.
4. The principle of Timeliness: Communication is meant to serve a specific purpose. If
communication is made in time, communication becomes effective. If it is made
untimely then it may become useless.
5. The principle of Compass: The communication network should cover the whole
organization. The concerned people must know “What exactly they need and “When
they need it.
6. The principle of Integrity: Communication should consider the level of people,
principles & objectives of an Organization to create a network or chain. Such a
network will provide a better field of internal and external communication.
 7. The principle of strategic use of Informal Organization: The most effective
communication results is when managers use the informal organization as a
complementary to formal communication, e.g. arranging sports, cultural function &
dinner for the employees.
8. The principle of Feedback: To provide a message to the receiver is not a complete
communication. The response from a receiver is essential. Therefore, feedback is
required for communication to be effective.
9. The principle of Alternativeness: Effective listening is important in communication
otherwise communication will be ineffective and useless.
10. The principle of language control: The sender should be careful in selecting proper
words and forming sentences, words and structured sentences are the keys to making
the effective communication.
Barriers to effective communication and how to overcome them
1. Physical Barriers:
A communication is a two-way process, distance between the sender and the receiver of the
message is an important barrier to communication. Noise and environmental factors also
block communication.
2. Personal Barriers:
Personal factors like difference in judgment, social values, inferiority complex, bias, attitude,
pressure of time, inability to communicate, etc. widen the psychological distance between the
communicator and the other person. Credibility gap i.e., inconsistency between what one says
and what one does, also, acts as a barrier to communication.
3. Semantic or Language Barriers:
Semantic is the science of meaning. The same words and symbols carry different meanings to
different people. Difficulties in communication arise when the sender and the receiver of the
message use words or symbols in different senses. The meaning intended by the sender may
be quite different from the meaning followed by the receiver. People interpret the message in
terms of their own behavior and experience.
4. Status Barriers (Superior-Subordinate Relationship):
Status or position in the hierarchy of an organization is one of the fundamental barriers that
obstruct free flow of information. A superior may give only selected information to his
subordinates so as to maintain status differences. Subordinates, usually, tend to convey only
those things which the superiors would appreciate. This creates distortion in upward
communication. Such selective communication is also known as filtering.
5. Organizational Structure Barriers:
Effective communication largely depends upon sound organizational structure. If the
structure is complex involving several layers of management, the breakdown or distortion in
communication wall arise. It is an established fact that every layer cuts off a bit of
information.
6. Barriers Due to Inadequate Attention:
Inadequate attention to the message makes communication less effective and the message is
likely to be misunderstood. The simple failure to read notices, minutes and reports is also a
common feature.
7. Premature Evaluation:
Some people have the tendency to form a judgment before listening to the entire message.
This is known as premature evaluation. Premature evaluation distorts understanding and acts
as a barrier to effective communication.
8. Emotional Attitude:
Barriers may also arise due to emotional attitude because when emotions are strong, it is
difficult to know the frame of mind of another person or group. Emotional attitudes of both,
the communicator as well as the communicate, obstruct free flow of transmission and
understanding of messages.
9. Resistance to Change:
It is a general tendency of human beings to stick to old and customary patterns of life. They
may resist change to maintain status quo. Thus, when new ideas are being communicated to
introduce a change, it is likely to be overlooked or even opposed. This resistance to change
creates an important obstacle to effective communication.
10. Barriers Due to Lack of Mutual Trust:
Communication means sharing of ideas in common. “When we communicate, we are trying
to establish a commonness.” Thus, one will freely transfer information and understanding
with another only when there is mutual trust between the two. When there is a lack of mutual
trust between the communicator and the communicate, the message is not followed.
How to overcome communication barriers
 Eliminating differences in perception: The organization should ensure that it is
recruiting right individuals on the job. It’s the responsibility of the interviewer to
ensure that the interviewee has command over the written and spoken language. There
should be proper Induction program so that the policies of the company are clear to all
the employees.
 Use of Simple Language: Use of simple and clear words should be emphasized.
 Reduction and elimination of noise levels: Noise is the main communication barrier
which must be overcome on priority basis. It is essential to identify the source of
noise and then eliminate that source.
 Active Listening: Listen attentively and carefully. There is a difference between
“listening” and “hearing”. Active listening means hearing with proper understanding
of the message that is heard. By asking questions the speaker can ensure whether
his/her message is understood or not by the receiver in the same terms as intended by
the speaker.
 Emotional State: During communication one should make effective use of body
language. He/she should not show their emotions while communicating as the
receiver might misinterpret the message being delivered
  Simple Organizational Structure: The organizational structure should not be
complex. The number of hierarchical levels should be optimum. There should be a
ideal span of control within the organization. Simpler the organizational structure,
more effective will be the communication.
 Give Constructive Feedback: Avoid giving negative feedback. The contents of the
feedback might be negative, but it should be delivered constructively. Constructive
feedback will lead to effective communication between the superior and subordinate.
 Proper Media Selection: Simple messages should be conveyed orally, like: face to
face interaction or meetings. Use of written means of communication should be
encouraged for delivering complex messages. For significant messages reminders can
be given by using written means of communication such as : Memos, Notices etc.
Communication channels and factors to consider in choosing an effective channel
Channel of communication
 Face-to-Face or Personal Communication
Face-to-face or personal communication is one of the richest channels of communication that
can be used within an organization. Physical presence, the tone of the speaker's voice and
facial expressions help recipients of a message interpret that message as the speaker intends.
This is the best channel to use for complex or emotionally charged messages, because it
allows for interaction between speaker and recipients to clarify ambiguity.
 Broadcast Media Communications
TV, radio and loud speakers all fall within the broadcast media communication channel.
These types of media should be used when addressing a mass audience. Businesses seeking
to notify customers of a new product may advertise or do promotions using a broadcast
channel. Similarly, a CEO may do a global company address by having a television feed
broadcast across global sites.
 Mobile Communications Channels
A mobile communication channel should be used when a private or more complex message
needs to be relayed to an individual or small group. A mobile channel allows for an
interactive exchange and gives the recipient the added benefit of interpreting the speaker's
tone along with the message
 Electronic Communications Channels
Electronic communication channels encompass email, Internet, intranet and social media
platforms. This channel can be used for one-on-one, group or mass communication. It is a
less personal method of communication but more efficient. When using this channel, care
must be taken to craft messages with clarity and to avoid the use of sarcasm.
 Written Methods of Communication
Written communication should be used when a message that does not require interaction
needs to be communicated to an employee or group. Policies, letters, memos, manuals,
notices and announcements are all messages that work well for this channel. Recipients may
follow up through an electronic or face-to-face channel if questions arise about a written
message.
Factors to Consider in choosing an effective channel
1. Nature of Message:
The means of communication depends upon the nature of the message. Urgent,
confidential, private and important messages should be distinguished from ordinary,
routine, open and less important messages and the means of communication are to be
chosen accordingly.
2. Cost:
The cost of sending a message is also to be considered while selecting a mode of
communication. The result obtained should justify the expenditure.
3. Record:
If the record of the communication is important it should be written, otherwise oral
communication is not sufficient.
4. Distance:
Distance is another factor for consideration. The mode of communication to be
chosen depends on whether the message is to be sent to a nearby place or somewhere
at a long distance.
5. Scale of Organization:
Means of communication in large-scale business is different from that in the small-
scale. In small business most communication is oral while in large business it is
written.
6. Supporting Technology:
Both the sender and the receiver must have supporting technological communication
tool to make communication through a particular medium. Suppose, A sends an e-
mail to B. To get the e-mail B should have a personal computer.
7. Urgency:
Selection of the means of communication is to be made keeping in view the urgency
of the communication. Time available is the main factor here. Higher cost may be
justified for sending the message in time.
8. Secrecy:
If the message to be communicated is secret or confidential, such means are required
to be adopted that can maintain secrecy. In such cases, face-to-face talking may solve
the problem.
9.Safety:
The sender has to be careful about the safety of the message. He/ She has to decide
whether the message would be sent by ordinary post or by registered post; through
courier or messenger, etc.

FORMS OF COMMUNICATION
Oral communication
Oral communication is the process of expressing information or ideas by word of mouth.
Advantages of oral communication in business are followed:
  Less expensive
 Saves time
 Immediate feedback
 Personal contact
 Useful in difficult situations
 Co-operative spirit
 Useful in secret matters
 Persuasive
 Useful for all kinds of audiences
Disadvantages of oral communication in business are followed
 No legality
 Lack of accountability
 Low reference value
 Greater scope for errors
 Easily forgotten
 Not useful for long distance
Types of oral communication
1. Face to face communication
Face to Face Communication may be defined as communication when the communicator
transmits his message in person to the receiver in person verbally and even non-verbally.
Thus face to face communication is both verbal and non-verbal.
Preparation and presentation of speeches
Step 1 – Have “eagle vision”
An eagle’s eye is a marvel of nature, up to eight times more powerful than a human eye. As it
flies, an eagle can survey a large amount of territory. It can spot a rabbit or fish at a distance
of up to three kilometres and when it does, it can keep that prey in perfect focus as it swoops
in to catch it.
As a speaker, you can do the same thing – metaphorically – as you prepare for your talk.
There are three cornerstones to any speech or presentation: the speaker; the subject; and the
audience. On a sheet of paper, make a large triangle (Δ). At the top, write your name; at the
bottom left, the name of the audience; and at the bottom right, the subject of your speech or
presentation.
Step 2 – Define your objective
Some possible objectives for a business presentation: (a) you want people to invest in a
project; (b) you want people to take some action; (c) you want people to be aware of certain
information; (d) you want to bring about a change in the company.
Sometimes speakers just want the audience to know something and that is fine. But the most
powerful speeches and presentations are the ones that move people to action. If you can get
your audience to take some concrete action, you will have made an impact.
Step 3 – What is your key message?

A speech or presentation should be built around a key message. It is fine to have more than
one key message, but I would only have two or three at most. The more messages you have,
the more complicated your talk will be; the more complicated the talk, the less likely it is that
people will remember it.
Think about what you want the audience to remember even if they forget everything else that
you have said. Then, write your entire presentation in one or two complete sentences. Not
bullet points! The purpose of this step is to help you get to the heart of what you want to say.
Step 4 why should the audience care?
A speech or presentation is never about the speaker or her product or service or company. It
is always about the audience. When speakers put the audience first, that’s when great things
can happen with a speech or presentation.
Planning and conducting interviews
1 Know what you want in a candidate before you interview. Review the job
specifications and requirements that you’ve prepared.
2 Know the job and its responsibilities. Review the job description.
3 Review the candidate’s resume prior to the interview. Make note of anything that
stands out, needs clarification or may be a “red flag.”
4 Plan a set of standard questions for all candidates. A series of general questions will
help you determine whether applicants can meet your requirements. The inquiries
should concern the candidate’s skills, abilities and past work performances that are
related to the position you’re filling. Plan to ask each candidate all of your basic
questions.
5 Plan questions for individual candidates. In addition to the questions that you ask all
candidates, prepare special questions for each individual candidate. These special
questions usually arise from review of the resume and application or from a phone
call. Use the questions to help clarify particular aspects of each candidate’s
background.
6 Crafting the interview. Careful questioning and listening are at the heart of any
interview. As an interviewer, mastering how to ask effective questions, as well as
learning how to listen, will elicit a candidate’s meaningful answers.
Different types of interview
1 The Telephone Interview
Often companies request an initial telephone interview before inviting you in for a
face to face meeting in order to get a better understanding of the type of candidate you
are. The one benefit of this is that you can have your notes out in front of you.
2 The Face-to-Face Interview
 This can be a meeting between you and one member of staff or even two members.
3 The Panel Interview
These interviews involve a number of people sitting as a panel with one as
chairperson. This type of interview is popular within the public sector.
4 The Group Interview
Several candidates are present at this type of interview. You will be asked to interact
with each other by usually a group discussion. You might even be given a task to do
as a team, so make sure you speak up and give your opinion.
5 The Sequential Interview
These are several interviews in turn with a different interviewer each time. Usually,
each interviewer asks questions to test different sets of competencies.
6 The Lunch / Dinner Interview
This type of interview gives the employer a chance to assess your communication and
interpersonal skills as well as your table manners.
7 Competency Based Interviews
These are structured to reflect the competencies the employer is seeking for the
particular job. These will usually be detailed in the job specification, so make sure
you read it through, and have your answers ready for questions such as “Give me an
example of a time you worked as a team to achieve a common goal.” For more
examples of competency-based questions click here.
8 Formal / Informal Interviews
Some interviews may be very formal, others may be very informal and seem like just
a chat about your interests.
9 Portfolio Based Interviews
In the design / digital or communications industry it is likely that you will be asked to
take your portfolio along or show it online. Make sure all your work is up to date
without too little or too much.
10 The Second Interview
Now is the time to look back and review. Review your research about the company;
take a look at the ‘About Us’ section on their website, get to know their client base,
search the latest news on the company and find out what the company is talking
about.

Listening -Listening is the ability to accurately receive and interpret messages in the
communication process.
Importance of good listening
1. You’ll build deeper connections: We can only cooperate with others if we listen fully and
openly. This will give you the ability to develop authentic and deeper connections. Your
willingness to engage in an empathetic form of listening will make others feel comfortable,
understood and supported in your presence.
2. You’ll be more likeable: when you deeply listen to others in social situations, you’ll
develop an edge that will make you stand out in the crowd. When you give others a chance to
speak about themselves and show an interest in their life, they’ll instantly like you.
3. You’ll learn interesting things: You can learn something valuable from every single person
that you meet, whether they are a street sweeper or the CEO of a tech giant. Everyone has a
story from which we can learn and grow, if we’re willing to listen for the pearls of wisdom
that are embedded between their words.
4. You become better at handling conflict: Engaging in a compassionate form of listening
will improve your communication skills, especially in the realm of resolving conflicts and
minimizing disagreements
5. You’ll be able to pick up subtle signs and messages: Listening well is not limited to your
conversations with other people. You should listen for the voices that are within you and
around you in your environment
Nonverbal communication
Nonverbal communication is the process of sending and receiving messages without using
words, either spoken or written. Also called manual language.

Advantages of non-verbal communication:

1. Complementary: Non-verbal cues complement a verbal message by adding to its

meaning. You can pat someone you offended at the back as you say sorry to him or
her.
2. Easy presentation: Information can be easily presented in non-verbal communication
through using visual, audio-visual and silent means of non-verbal communication.
3. Substituting: Non-verbal message may substitute for the verbal message especially if
it is blocked by noise, interruption, long distance etc. for example; gestures-finger to
lips to indicate need for quite, facial expressions- a nod instead of a yes.
4. Accenting: Often used to accent a verbal message. Verbal tone indicates the actual
meaning of the specific words.
5. Repeat: Used to repeat the verbal message (e.g. point in a direction while stating
directions.)
6. Help to illiterate people: This type of communication use gestures, facial
expressions, eye contact, proximity, touching etc. and without using any spoken or
written word. So, it is very much helpful for illiterate people.
7. Help to handicapped people: Non-verbal cues of communication greatly help in
handicapped people especially to deaf people. Deaf people exchange message through
the movements of hands, fingers, eyeball etc.
8. Attractive presentation: Non-verbal communication is based on visual, picture,
graph, sign etc. that can be seen very much attractive.
9. Reducing wastage of time: The message of non-verbal communication reached the
receiver very fast. For this reason, it reduces the wastage of valuable time of the
communicator.
10. Quick expression of message: Non-verbal cues of communication like sign and
symbol can also communicate some messages very quickly than written or oral
messages.

Disadvantages or limitations of non-verbal communication:

Despite of advantages of non-verbal communication, it is not free from its limitations or

disadvantages which are:
 1. Vague and imprecise: Non-verbal communication is quite vague and imprecise.
Since in this communication, there is no use of words or language which expresses
clear meaning to the receiver. No dictionary can accurately classify them. Their
meaning varies not only by culture and context but by the degree of intention.
2. Continuous: It is possible to stop talking in verbal communication, but it is
generally not possible to stop nonverbal cues. Also, spoken language has a structure
that makes it easier to tell when a subject has changed, for instance, or to analyze its
grammar. Nonverbal does not lend itself to this kind of analysis.
3. Multi-channel: while watching someone’s eyes, you may miss something significant
in a hand gesture. Everything is happening at once and therefore it may be confusing
to try to keep up with everything. Most of us simply do not do so, at least not
consciously.
4. Culture-bound: Non-verbal communication is learnt in childhood, passed on to you
by your parents and others with whom you associate. A few other gestures seem to be
universal. Evidence suggests that humans of all cultures smile when happy and frown
when unhappy. However, most nonverbal symbols seem to be even further
disconnected from any “essential meaning” than verbal symbols. Gestures seen as
positive in one culture (Like the thumbs-up gesture in the USA) may be seen as
obscene in another culture.
5. Long conversations are not possible: In non-verbal communication, long
conversation and necessary explanations are not possible. No party can discuss the
particular issues of the messages.
6. Difficult to understand: Difficult to understand and requires a lot of repetitions in
non-verbal communication. Since it uses gestures, facial expressions eye contact,
touch etc. for communicating with others which may not be understandable for the
simple and foolish people.
7. Not everybody prefers: Everybody does not prefer to communicate through non-
verbal communication with others. Sometimes it cannot create an impression upon
people or listeners. It is less influential and cannot be used everywhere. It is cannot be
used as a public tool for communication.
8. Lack of formality: Non-verbal communication does not follow any rules, formality
or structure like other communication. Most of the cases people unconsciously and
habitually engaged in non-verbal communication by moving the various parts of the
body.
9. Costly: In some cases non-verbal communication involves huge cost. For example,
neon sign, power point presentation, cinema etc are very much costly compared to
others form of communication.
10. Distortion of information: Since it uses gestures, facial expressions, eye contact,
touch, sign, sound, paralanguage etc. for communicating with others, there is a great
possibility in distortion of information in non-verbal communication.

Types of nonverbal communication

 Facial Expressions- Our facial expressions demonstrate a range of emotions.
Smiling - A smile generally indicates happiness or contentment.
Scowling - A scowl or frown indicates discontentment or frustration.
 Eye Contact- People place a lot of stock in eye contact. If you're talking to someone
and they don't look up at you at all, you're going to feel put-off and ignored
  Gestures and Movement
 Tone of Voice
 Physical Touch
 Appearance
 Nod in Nonverbal Agreement
Written communication
A 'Written Communication' means the sending of messages, orders or instructions in writing
through letters, circulars, manuals, reports, telegrams, office memos, bulletins, etc. It is a
formal method of communication and is less flexible.
Advantages of written communication:
 Easy to preserve: The documents of written communication are easy to preserve.
 Easy presentation of complex matter: Written communication is the best way to
represent any complex matter easily and attractively.
 Permanent record: The documents of written communication act as a permanent
record.
 Prevention of wastage of time and money: Written communication prevents the waste
of money and time. Without meeting with each other the communicator and
communicate can exchange their views.
 Accurate presentation: Through the documents of the written communication top
executive can present the information more accurately and clearly
 Use as a reference: If it is needed, written communication can be used as future
reference.
 Delegation of authority: Written communication can help the authority to delegate
the power and authority to the subordinate. It is quite impossible to delegate power
without a written document.
 Longevity: Written document can be preserved for a long time easily. That is why; all
the important issues of an organization should be black and white.
 Effective communication: Written communication helps to make communication
effective. It is more dependable and effective than those of other forms of
communication.
Disadvantages of written communication
 Expensive: Written communication is comparatively expensive. For this
communication paper, pen, ink, typewriter, computer and a large number of
employees are needed.
 Time consuming: Written communication takes time to communicate with others. It
is a time-consuming media. It costs the valuable time of both the writer and the
reader.
 Red-Taoism: Red-Taoism is one of the most disadvantages of written
communication. It means to take time for approval of a project.
 Useless for illiterate person: If messages receiver is illiterate, written communication
is quite impossible. This is major disadvantage written communication.
 Difficult to maintain secrecy: It is an unexpected medium to keep business secrecy.
  Lack of flexibility: Since writing documents cannot be changed easily at any time.
 Delay in response: It takes much time to get a response from the message receiver;
 Delay in decision making: Written communication takes much time to communicate
with all the parties concerned.
 Cost in record keeping: It is very difficult and expensive to keep all the records in
written communication.
 Complex words: Sometimes the writer uses complex words in writing a message. It
becomes difficult to meaning out to the reader.
Types of written communication
LETTER
Letters are the most widely used form of written communication. They are used mostly for
external communication. A letter has a complex layout which has to be carefully followed as
each part of the layout has a purpose and is needed for reference. It is typed/ printed on the
company’s letterhead. It may be sent by mail, speed post, courier or hand delivery.
MEMO
MEMO (Short form of memorandum) is usually an informal message between members of
an organization and generally relates to daily work. Instructions can be conveyed by a memo.
Many organizations provide pads of memo forms (with blank sheets of carbon copies) for the
exchange of short messages among individuals. Memo forms are usually small and used for
brief messages. The forms may have the company’s name printed on the top; spaces are
provided for date, sender’s name and department, and the receiver’s name and department.
Top executives of an organization may have personal memo pads with their name printed on
the top, for use within the department. A memo may or may not be signed.
NOTICE
A notice is used when people in the organization have to be given the same information. It is
the most common method of mass communication within an organization. A notice is short;
the language is simple, and the type is large and well-spaced for easy reading. A notice is put
up on the notice board.
CIRCULAR
A circular is a detailed document giving information, instructions or orders on a specific
matter. A circular has a number and a date for reference, and is signed by the authorized
signatory of the issuing office. Circulars are generally issued by the government departments
and other official bodies like councils, universities and had offices of the organization.
Circulars are sent by mail or fax to the various offices that are to be given the information.
REPORT
A report is a document prepared by an individual or a committee entrusted with the task of
collecting information on a given subject. It requires careful research, collection of data and
presentation of the findings, conclusions and recommendations. Reports are of varying length
and may be anything from two pages to a full book divided into chapters.
MINUTES
Minutes are the written record of decisions taken at a meeting. Different bodies have their
own convention of recording the discussion and the decisions. Minutes may be written by
hand or typed and pasted in a minute book, or typed and fill in a minute file. Minutes are a
legal document.
Audio visual communication
Types of audio-visual communication
Film - A film consists of moving pictures that have been recorded so that they can be shown
at the cinema or on television. A film tells a story, or shows a real situation.
Television - An electronic system of transmitting transient images of fixed or moving objects
together with sound over a wire or through space by apparatus that converts light and sound
into electrical waves and reconverts them into visible light rays and audible sound

MEETINGS
A meeting is a gathering of two or more people that has been convened for the purpose of
achieving a common goal through verbal interaction, such as sharing information or reaching
agreement.
Types of meetings
There are several types of meetings;
 Formal Meetings.
 Annual General Meeting(AGM).
 Statutory Meetings.
 Board Meetings.
 Informal Meetings.
 1. Formal Meetings
The rules of conduct of formal meetings are laid dozen in a company’s Articles of
Association and/or Constitution or Standing Orders. With such meetings, a quorum must be
present, i.e the minimum number of people who should be present in order to validate the
meeting. A formal record of these meetings must be kept, usually by the company secretary.
2. Annual General Meeting(AGM)
AGM’s are held once a year to assess the trading of the organization over the year. All
shareholders are invited to intend the GM but they must be given 21 days’notice.
3. Statutory Meetings
Statutory meetings are called so that the directors and shareholders can communicate and
consider special reports. C companies are required by law to hold these statutory meetings.
4. Board Meetings
Board meetings are held as often as individual organizations require. They are attended by all
directors and chaired by the Chairman of the board.
5. Informational shared Meetings
Presentations, panel debates, keynotes, and lectures are all examples of information sharing
meetings. The primary goal of these meeting is for the speakers to share information with the
attendees. This could be information about things like upcoming changes, new products and
techniques, or in-depth knowledge of a domain. Visual communication tools, like slides and
videos, are powerful tools for making the shared information more memorable
Purpose for the meetings
 To reach a common decision/agreement
 To solve a problem
 To understand a situation, exchange ideas and experiences
 To inform, explain, present ideas
 To give and get feedback on new ideas
 To give training
 To plan and prepare for action
 To resolve differences and misunderstandings
 To generate enthusiasm and seek cooperation
 To review past performance and evaluate it
 To create a feeling of continuity and solidarity in a body’s working.
Planning and conducting meetings

1. Selecting Participants

· The decision about who is to attend depends on what you want to accomplish in the
meeting. If possible, call each person to tell them about the meeting, it's overall purpose and
why their attendance is important. Follow-up your call with a meeting notice, including the
purpose of the meeting, where it will be held and when, the list of participants and whom to
contact if they have questions. Send out a copy of the proposed agenda along with the
meeting notice. Have someone designated to record important actions, assignments and due
dates during the meeting.

2. Developing Agendas

Develop the agenda together with key participants in the meeting. Think of what overall
outcome you want from the meeting and what activities need to occur to reach that outcome.
The agenda should be organized so that these activities are conducted during the meeting.
Keep the agenda posted at all times. Don't overly design meetings; be willing to adapt the
meeting agenda if members are making progress in the planning process.

3. Opening Meetings

· Always start on time; this respect those who showed up on time and reminds late-comers
that the scheduling is serious. Welcome attendees and thank them for their time. Review the
agenda at the beginning of each meeting, giving participants a chance to understand all
proposed major topics, change them and accept them. Clarify your role(s) in the meeting.

4. Establishing Ground Rules for Meetings

It pays to have a few basic ground rules that can be used for most of your meetings. These
ground rules cultivate the basic ingredients needed for a successful meeting.

Four powerful ground rules are: participate, get focus, maintain momentum and reach
closure. List your primary ground rules on the agenda. If you have new attendees who are not
used to your meetings, you might review each ground rule. Keep the ground rules posted at
all times.

5. Time Management

The biggest challenge is keeping momentum to keep the process moving. You might ask
attendees to help you keep track of the time. If the planned time on the agenda is getting out
of hand, present it to the group and ask for their input as to a resolution.

6. Evaluations of Meeting Process

Every couple of hours, conduct 5-10 minutes "satisfaction checks". In a round-table

approach, quickly have each participant indicate how they think the meeting is going.

 Estimate the Cost of a Meeting

 Evaluating the Meeting Process

 Evaluating the Overall Meeting

 The Meeting is Over. Now it's Time to Evaluate and Improve!

Leave 5-10 minutes at the end of the meeting to evaluate the meeting. Have each member
rank the meeting from 1-5, with 5 as the highest, and have each member explain their ranking
Have the chief executive rank the meeting last.
 7. Closing Meetings

Always end meetings on time and attempt to end on a positive note. At the end of a meeting,
review actions and assignments, and set the time for the next meeting and ask each person if
they can make it or not (to get their commitment). Clarify that meeting minutes and/or actions
will be reported back to members in at most a week (this helps to keep momentum going).

Management by committee:

Types of committee , merits and demerits

(check text book business communication simplified page 135)

Committee official and their importance

Boards of Directors

Some organizations require board members to perform considerable hands-on work, while
others will ask you to simply attend board meetings, discuss important matters with the
organization and vote on these matters.

Chairman/President

The role of a board chairman centers on preparing and running board meetings. The chair sets
meeting dates and locations, calls meetings to order, manages the agenda, takes votes and
adjourns meetings. The chair works with other board and committee members and any
organizational staff to ensure everything necessary to hold effective discussions is prepared
before the meeting.

Vice Chair/First Vice President

The vice chair, or first vice president, performs the duties of the president when he is not able
and is often the next in line to take the chair position. The vice chair might take an important
committee position to contribute more than just being a backup to the chair.

Treasurer

The treasurer keeps or oversees the person who manages the organization’s financial records.
At small organizations, you might be asked to keep the books. If the organization has a
bookkeeper or other financial staff, you will review the organization’s finances on a regular
basis, sign checks and deliver treasurer’s reports to the board at each meeting.

Secretary

The secretary position is one of the easiest on a board and requires little more than taking
notes during board meetings to create meeting minutes. Depending on the size of the
organization, you might be asked to keep the physical copies of the organization’s key
documents, such as its articles of incorporation, bylaws and past meeting minutes.

Record of meetings: Minutes, agenda and notices

(See text book ,business communication , simplified page 336)

COMMUNICATION AS A MANAGEMENT TOOL

Role of communication as a management tool

 Providing regular, on-going opportunities for employees to provide feedback to

management. Communication vehicles may include employee surveys, suggestion
boxes, town hall meetings, individual or small group meeting with managers, and an
organizational culture that supports open, two-way communication.

 Making the goals and actions of the organization and senior leadership clear to
workers by communicating key activities, issues and developments to employees and
developing policies that facilitate transparency and openness.

 Assessing the needs of employees and involving them in the development and
implementation of psychologically healthy workplace practices.

 Using multiple channels (for example, print and electronic communications,

orientation and trainings, staff meetings and public addresses) to communicate the
importance of a psychologically healthy workplace to employees.

 Leading by example, by encouraging key organizational leaders to regularly

participate in psychologically healthy workplace activities in ways that are visible to
employees.

 Communicating information about the outcomes and success of specific

psychologically healthy workplace practices to all members of the organization.

Lines of communication
Vertical communication
 Downward Flow of Communication: Communication that flows from a higher level in
an organization to a lower level is a downward communication. In other words,
communication from superiors to subordinates in a chain of command is a downward
communication. This communication flow is used by the managers to transmit work-related
information to the employees at lower levels. Employees require this information for
performing their jobs and for meeting the expectations of their managers. Downward
communication is used by the managers for the following purposes -
Providing feedback on employees performance
Giving job instructions
Providing a complete understanding of the employees job as well as to communicate
them how their job is related to other jobs in the organization.
Communicating the organizations mission and vision to the employees.
Highlighting the areas of attention.
 Upward Flow of Communication: Communication that flows to a higher level in an
organization is called upward communication. It provides feedback on how well the
organization is functioning. The subordinates use upward communication to convey their
problems and performances to their superiors.
 Lateral / Horizontal Communication: Communication that takes place at same levels of
hierarchy in an organization is called lateral communication, i.e., communication between
peers, between managers at same levels or between any horizontally equivalent
organizational member. The advantages of horizontal communication are as follows:
It is time saving.
It facilitates co-ordination of the task.
It facilitates co-operation among team members.
It provides emotional and social assistance to the organizational members.
It helps in solving various organizational problems.
It is a means of information sharing
It can also be used for resolving conflicts of a department with other department or
conflicts within a department.
 Diagonal Communication: Communication that takes place between a manager and
employees of other workgroups is called diagonal communication. It generally does not
appear on organizational chart.

Aspect of internal communication

Informal Communication

The Informal Communication is the casual and unofficial form of communication wherein
the information is exchanged spontaneously between two or more persons without
conforming the prescribed official rules, processes, system, formalities and chain of
command.

Formal communication

Formal communication refers to interchange of information officially. The flow of

communication is controlled and is a deliberate effort. This makes it possible for the
information to reach the desired place without any hindrance, at a little cost and in a proper
way. This is also known as ‘Through Proper Channel Communication.’

Building and internal communication system

1. Envision, strategize & plan communications

A well-formulated strategy should keep you on track and make you more efficient in reaching
internal communications success.

2. Be visual
When done right, visuals convey information in an easy-to-digest manner and have a more
lasting impression than text.
3. Make communications entertaining

When done right, visuals convey information in an easy-to-digest manner and have a more
lasting impression than text.

4. Provide channels for feedback and ideas

Be sure to provide channels for your team to give feedback and share ideas, whether it’s
regarding the workplace, the current product, potential future products or the company as a
whole.

5. Open the lines of communication

Your internal communications system should make it easy for any employee to contact
another in the company, including upper management.
EXTERNAL ASPECT OF COMMUNICATION
Public relations function and method
Public relations functions are designed to help build trust and credibility with groups that
are important to your organization. They help raise awareness about your organization as well
as give it a chance to define, control and distribute its message to those both inside and
outside your company.

Media Representation

Representing a company or individual to the media is one of the more well-known functions
of public relations. Media management includes developing and distributing both written and
video news releases, pitching stories to journalists and responding to reporter inquiries.

Crisis Communication

Protecting a company from a threat to its reputation is another public relations function.
While media representation is a part of crisis communication, preparing a crisis
communication plan and training leadership and employees on its components is handled by
a public relations department.

Content Development

Preparing documents, written and electronic, is another function of public relations.

Examples of content developed by a public relations department include company
newsletters, blogs, speeches and annual reports. Content may also be written for another
member of the company, such as a letter to employees from the CEO.

Stakeholder Relations

Stakeholders are any persons or groups who have an interest in or could be affected by an
organization's objectives or actions, such as the company's employees, lenders and
government agencies. Representing an organization to stakeholder groups is another function
of public relations.
Social Media Management

Establishing, monitoring or growing an organization's or individual's online presence is

another function of public relations. Specific tasks may include creating or updating
Facebook pages, tweeting information and keeping an eye on what others are saying in
cyberspace about an organization.

CSR activities and their importance to an organization

Benefits of Corporate Social Responsibility

Some clear benefits of corporate social responsibility are:

 Improved public image. This is crucial, as consumers assess your public image when
deciding whether to buy from you. Something simple, like staff members
volunteering an hour a week at a charity, shows that you’re a brand committed to
helping others. As a result, you’ll appear much more favourable to consumers.
 Increased brand awareness and recognition. If you’re committed to ethical
practices, this news will spread. More people will therefore hear about your brand,
which creates an increased brand awareness.
 Cost savings. Many simple changes in favour of sustainability, such as using less
packaging, will help to decrease your production costs.
  An advantage over competitors. By embracing CSR, you stand out from
competitors in your industry. You establish yourself as a company committed to
going one step further by considering social and environmental factors.
  Increased customer engagement. If you’re using sustainable systems, you
should shout it from the rooftops. Post it on your social media channels and create a
story out of your efforts. Furthermore, you should show your efforts to local media
outlets in the hope they’ll give it some coverage. Customers will follow this and
engage with your brand and operations.
  Greater employee engagement. Similar to customer engagement, you also need
to ensure that your employees know your CSR strategies. It’s proven that employees
enjoy working more for a company that has a good public image than one that
doesn’t. Furthermore, by showing that you’re committed to things like human rights,
you’re much more likely to attract and retain the top candidates.
  More benefits for employees. There are also a range of benefits for your
employees when you embrace CSR. Your workplace will be a more positive and
productive place to work, and by promoting things like volunteering, you encourage
personal and professional growth.

The media as a channel of communication and its importance

Media is the plural form for medium and involves the collective communication sources or
mediums including television, radio, newspapers, internet, social media sites and various
relevant sites and blogs. The main purpose of media is to disseminate the information and
knowledge.
Importance of Media

1. Gives us immense knowledge & transmits information – Media keeps us informed

about various happening around the world. It lets us know what is happening around us and
all over the world. With the help of media, we get immense knowledge on various subjects.
Media plays a vital role in the dissemination of information. It broadcasts, prints and updates
information from time to time so that the general public stays aware of what is going on in
the country and in the entire world.

2. Raises our consciousness – Media ignites awareness in us by providing information and

knowledge. It does not enforces its own opinion on us, but provides facts, figures and news to
us so that we can analyze the information and can understand, what is wrong and what is
right?

3. Raises voice against social evils – Media also plays a constructive role for the society by
raising social issues. Presently, there are many examples of social evils like dowry, female
foeticide, gender discrimination, etc. that have been raised by media. When media presents
and unveils such issues, the public becomes aware and the necessary steps are taken for
resolving the issues! Media also helps reach the voice of masses to the concerned authorities.

4. Provides true pictures and live telecast for various events – Be it the cricket world cup,
FIFA matches, our prime minster or president addressing the nation, the areas affected by
flooding or just any other incident, media helps us see the true picture by providing the LIVE
or recorded telecast for almost all important events.

5. Educates the society – One of the most important roles of media is to educate the society.
We can explore and analyze various product reviews, do price comparison for various items,
read news about politics, fashion, war, weather, health and much more with the help of
media. Media exposes issues like poverty, illiteracy, social backwardness, etc., and educates
people on the same. It also educates people about their rights and duties and helps enforce
law as well.

ETHICS AND INTEGRITY IN BUSINESS COMMUNICATION

Concepts of ethics and integrity

 The most basic business ethics concepts can be summed up as the values of honesty,
integrity and fairness
 Honesty has to do with ethical advertising and a reasonable cost for the quality of the
product or service as well as the company keeping its word to everyone it deals with
and in everything it does.
 Integrity covers a wide range of ethics, but includes issues such as social and
environmental responsibility.
 Fairness is one of the very basic concepts in business ethics in that it can refer to the
simplest form of treating all people in commercial dealings, whether buyers,
employees or customers, fairly.
 Fairness in business dealings means being objective and having an interest in creating
a win-win situation for both parties whether that is employer-employee or company-
client.
Significance of ethical communication

 Satisfying Basic Human Needs: Being fair, honest and ethical is one the basic human
needs. Every employee desires to be such himself and to work for an organization that is fair
and ethical in its practices.
 Creating Credibility: An organization that is believed to be driven by moral values is
respected in the society even by those who may have no information about the working and
the businesses or an organization. Infosys, for example is perceived as an organization for
good corporate governance and social responsibility initiatives. This perception is held far
and wide even by those who do not even know what business the organization is into.
 Uniting People and Leadership: An organization driven by values is revered by its
employees also. They are the common thread that brings the employees and the decision
makers on a common platform. This goes a long way in aligning behaviors within the
organization towards achievement of one common goal or mission.
 Improving Decision Making: A man’s destiny is the sum total of all the decisions that
he/she takes in course of his life. The same holds true for organizations. Decisions are driven
by values. For example an organization that does not value competition will be fierce in its
operations aiming to wipe out its competitors and establish a monopoly in the market.
 Long Term Gains: Organizations guided by ethics and values are profitable in the long
run, though in the short run they may seem to lose money. Tata group, one of the largest
business conglomerates in India was seen on the verge of decline at the beginning of 1990’s,
which soon turned out to be otherwise. The same company’s Tata NANO car was predicted
as a failure, and failed to do well but the same is picking up fast now.

 Securing the Society: Often ethics succeeds law in safeguarding the society. The law
machinery is often found acting as a mute spectator, unable to save the society and the
environment. Technology, for example is growing at such a fast pace that the by the time law
comes up with a regulation we have a newer technology with new threats replacing the older
one. Lawyers and public interest litigations may not help a great deal but ethics can.

Factors influencing ethical communication

 proper marketing techniques, telling truth about products and services,

 informing customers, employees and partners about company's mission statement and
goals,

 respecting religious and social values of employees, customers and partners,

 negligence in informing shareholders about company's situation, managerial ethics

 insider trading, hiding information about mergers, acquisitions, investments, etc.

Ethical dilemma in communication

Ethical dilemmas, also known as a moral dilemmas, are situations in which there is a choice
to be made between two options, neither of which resolves the situation in an ethically
acceptable fashion.
1. Failure to Listen

The inability to listen is a huge problem. Often you will see co-workers interrupting speakers
or planning what they will say next instead of effectively listening.

2. Locale or Distance to Office

Due to the high incidence of globalization, distance learning, or freelance contributions,
many communications are conducted by email, memo, or short video conferencing. When
offices are located away from its contributors, the detachment and inability to interact is a
huge communication barrier. Projects get stalled or are often misunderstood.

3. Culture Differences

The office has become a melting pot stocked with people of diverse backgrounds and cultural
customs. People tend to “hang" with others familiar to their culture or habits

4. Attitude & Ego

Too often teamwork stops because of someone’s ego. They refuse to admit they might be part
of the problem.

5.Gender Bias
The battle over which gender makes the best leader is taking the focus away from the real
issue. Then too, sometimes workers only want to relate to people of the same gender.

6. Focus or Listening Problems

Inability of employees to interpret the information or provide adequate focus leads to team
communication issues. The gap in age, the hole left by a boomer generation retiring, and
other societal weaknesses make this communication barrier very real.

7.Cliques, Groups and Friendships

A tight and exclusive grouping of individuals who bond together for one reason or another
can be problematic if they are not objective.

Guidelines to handle communication ethics dilemma

1. Determine the facts in the situation by obtaining all of the unbiased facts possible.
2. Define the stakeholders, or those with a vested interest in the outcome.
3. Assess the motivations of the stakeholders by using effective communication
techniques and personality assessment.
4. Formulate alternative solutions based on most complete information available,
using basic ethical core values as guide.
5. Evaluate proposed alternatives: short-list ethical solutions only; may be a potential
choice between/among two or more totally ethical solutions.
6. Seek additional assistance, as appropriate. Turn to engineering codes of ethics,
previous cases, peers, reliance on personal experience, even prayer if necessary.
7. Select the best course of action, one that which satisfies the highest core ethical
values.
 8. Implement the selected solution, and take action as warranted.
9. Monitor and assess the outcome. Always note how to improve the next time.

Business ethics in communication

REQUIRED PERSONAL ATTRIBUTES AND SKILLS

Introduction and definition of terms

Skills - Skill is the knowledge and ability that enables you to do something well.

Attitude- An attitude is a dispositional readiness to respond to certain institutions, persons or

objects in a consistent manner which has been learned and has become one’s typical mode of
response.”

Attributes – Attributes of a person are characteristics he has that shape his behavior.
Attributes can be considered positive or negative or can vary depending on the person.

 Positive attributes include ambition, cheerfulness, compassion, courage, helpfulness,

imagination, leadership, modesty, productivity, professionalism and sincerity.
 Negative attributes include arrogance, cowardice, foolishness, intolerance, nastiness,
pessimism, rudeness and vanity.

Competencies- Competence is the set of demonstrable characteristics and skills that enable,
and improve the efficiency of, performance of a job.

OFFICE ETIQUETTE

Office code of contact

1. The work environment.

Employees should act with integrity, comply with laws, maintain a professional work
environment and comply with company policies. They should treat customers, colleagues,
and partners ethically at all times.

2. Conflicts of interest.

A company's reputation depends on the actions and integrity of its employees. It is essential
that they avoid relationships and activities that hurt, or appears to hurt, their ability to make
objective and fair decisions.

3. Protecting company assets.

Employees should always act to protect company assets, including physical, intellectual, and
electronic or digital properties.

4. Anti-bribery and corruption.

A company's integrity is essential for maintaining trustworthiness and reputation. Employees
should always do their work fairly, honestly, and legally.

5. Attendance and punctuality.

Employees are expected to be regular and punctual in attendance. This means being in the
office, ready to work, at starting time each day

6. Absence without notice.

Employees who are unable to work due to illness or an accident should notify their
supervisor. This allows the company to arrange for coverage of their duties and helps others
continue to work in their absence

7. Dress code.

A professional appearance is important when employees work with customers or potential

customers. Employees should be well groomed and dressed appropriately for the business
and for their position.

Importance of good conduct in the office

1. Satisfying Basic Human Needs: Being fair, honest and ethical is one the basic
human needs. Every employee desires to be such himself and to work for an
organization that is fair and ethical in its practices.
2. Creating Credibility: An organization that is believed to be driven by moral values
is respected in the society even by those who may have no information about the
working and the businesses or an organization.
3. Uniting People and Leadership: An organization driven by values is revered by its
employees also. They are the common thread that brings the employees and the
decision makers on a common platform.
4. Improving Decision Making: A man’s destiny is the sum total of all the decisions
that he/she takes in course of his life. The same holds true for organizations.
Decisions are driven by values.
5. Long Term Gains: Organizations guided by ethics and values are profitable in the
long run, though in the short run they may seem to lose money

Responsible use of social media

Make sure you don’t

 use social media to complain or vent frustrations

 share personal pictures or information that will reflect badly on you
 announce when you’re on holiday (and leaving your home empty)
 express concerns about others, even if you think you are anonymous
 connect with people you don’t personally know, or at least without there being a
purpose for the connection
 forget to log out of shared machines
Telephone communication

1. Adopt a Positive Tone

Projecting an enthusiastic, natural, and attentive tone while on the phone can help a customer
feel comfortable during a conversation.

2. Clear Enunciation

The ability to understand what someone is saying on the phone separates a productive
conversation from one filled with tension. Whenever you are on the telephone, speak clearly. 
Enunciate and use simple words and phrases. 

3. Be Sincere

Starting with the greeting, conversations over the phone must be sincere.  Say hello and be
genuine. 

4. Use Their Name

As soon as you receive a customer’s name, use it. 

5. Leave the Customer Satisfied

As with most things, finishing a conversation on the right note can create lasting positivity
and a satisfied customer.

Making and receiving telephone calls

Presenting a professional image, both in person and on the telephone, is very important in the
Office Skills profession. Taking care of your customers over the telephone and making them
feel well informed and appreciated is essential.

1. Speak clearly.
2. Use your normal tone of voice when answering a call.
3. Do not eat or drink while you are on telephone duty.
4. Do not use slang words or Poor Language.
5. Address the Caller Properly by his or her title
6. Listen to the Caller and what they have to say.
7. Be patient and helpful.
8. Always ask if you can put the caller on hold.
9. Always focus on the call.
Making Calls
1. Always identify yourself properly.
2. Avoid leaving long winded messages
Verbal conversation

Verbal Communication Skills Worth Mastering

1.  Be friendly.
2.  Think before you speak.
3. Be clear.
4.  Don’t talk too much.
5. Practice humility.
6.  Speak with confidence.
7.  Focus on your body language.
9. Learn the art of listening.
OFFICE MACHINES AND EQUIPMENT
Types of office machines

Type-Writers:

This is a small but a pretty machine, needs no introduction at all because it is the heart-throb
of any office mechanisation.

It has two commendable features of which the first is for the neatness and clarity that it gives
about the information, that it types and, secondly, the number of copies that it can type says 6
or 7 including the original at a stretch.

2. Duplicating Machines:

In an office, there are times when a number of copies of the same subject-matter is required
to be circulated amongst the various departments to the employees.

Only a limited member of copies can be obtained if a type-writer is used. On the other hand,
an unlimited number of copies can be obtained from a duplicating machine.

3. Xerox Copy/Photocopy:

Obtaining copies through the process of photographic principle is photocopying. The

principle and the essence of photocopy is that it is an exact photographic copy of the original
which is obtained by the use of a special machine not requiring the incidence or presence of a
typist.
4. Accounting Machines:

Every office provides accounting service to the organisation. These accounting services may
be provided manually or with the help of accounting machines.

5. Guillotine Machines:

These machines nowadays do not find any use in any big or small organisation. These
machines were made by Gestetner. This is used for cutting, say 50 to 100 papers at a time,

The machines has a glass, plastic or an acrylic cover at the top, and in the side, there is a big
hacksaw, a blade, very sharp to cut the scores and reams of paper put together. These papers
are kept on the base which is covered by the acrylic glass and, the portion of papers to be cut
is taken out from the glass cover in the side. The blade is swirled to cut the papers.

6. Shredding Machines:

The documents, papers etc. are into the machine. The machine is electrically operated. The
papers are cut into strips which are thrown out as a waste. This machine finds use only to
destroy ledgers, papers, documents etc.

Importance of office machines

Office machines are very useful and important to perform office activities more effectively
and efficiently. Machines save labor, cost and time. They ensure better quality and accuracy. 
1.Labor saving
Office machines are labor saving devices. They save human labor and same volume of work
can be done by less number of employees. Performance of existing employees increases.
Therefore, office machines are important in every office.
2. Time saving
Office machines save time because they can perform office work faster. For example,
calculating machine can do calculations much faster than manual calculation.
3. Cost saving
Cost saving is another importance of office machines. They save costs by saving labor and
time. The office operating costs go down. Office machines require heavy investment for
installation but they save costs of providing services in the long run. They are economical.
4. Better quality
Office machines increase quality of office work. They bring uniformity in work. This
promotes standardization in work quality. The work performed is accurate and neat.
5. Accuracy
This is another importance of office machine that these machines bring accuracy in office
work. Chances of errors decrease. A machine an work continuously with uniform speed. 
6. Reduce monotony
Repetitive manual jobs create monotony in employees. They feel bored and physical tired.
Office machines can perform repetitive jobs continuously and reduce monotony.         
7. Reduce fraud
Office machines reduces the chances of fraud in office work. Cheque writing machine reduce
chances of unauthorized signatures. Franking machines reduce chances of fraud in postage
stamps. Cash registers reduce chances of cash manipulation.
8. Efficiency
Office machines increase efficiency in office work. Employee performance increases. Office
costs go down. Complex problems are handled easily. Computers store information safely
and provide it speedily as and when needed.
9. Control
Office machines facilitate control in office work. Actual performance of employees can be
compared with standard performance. Corrective actions can be taken for gaps in
performance.
10. Image
Office machines increase prestige and image of office. They provide modern look to the
office. Efficient and timely services increase satisfaction of customers, employees and
shareholders.
Care and control of office machines
 Establish a Regular Maintenance Schedule
 Keep Computers Updated and Virus Free
 Create a Centralized Printer Station
 Designate and Delegate Duties to All Team Members
Disposal of office machinery and equipment
Immediate Disposal:

The following factors call for the immediate disposal of physical assets:

 The equipment is no longer working and cannot be salvaged.

 The equipment no longer supports your current needs.
 The equipment is old and no longer meets company standards.

Office organization

Office definition

A location, usually a building or portion of a building, where a company conducts its

business. A company can have just one office, known as its home office, or a main office and
a variety of field offices or branch offices.

Function of the office

1.Receiving Information
The information may be received from within the organization or outside the organization.
2.Collecting Information
If an office gets information voluntarily, it is receiving information. If an office gets
information after an enquiry or demands, it is collecting information
3. Recording Information
Both received and collected information should be properly recorded in suitable form. An
office determines the form, number and nature of records to be maintained according to the
needs.
4. Creating Records
The information should be converted according to the needs and prepare financial and cost
accounts, production details, sales particulars, man hours worked, price list and the like.
These records are used as a reference library of the management.
5. Processing or Arranging Information
The received and collected information have to be arranged in a systematic way. Financial
statements and statistical statements are examples of arranged information.
6. Computation and Statistical Work
Calculations have to be made for preparing statistical charts and / or diagrams. Cost Sheet,
Production Budget, Sales Budget, Purchase Budget, Master Budget, Fund Flow Statement
and Cash Flow Statements are also prepared.
7. Analyzing Information
One has to analyze the information to find a truth. The hidden fact has to be highlighted
through proper analysis. Reports are also drawn up out of analysis. Market analysis,
Production Report, Financial Report and Employees Report are also prepared.
8. Maintenance of Records
Created records should be maintained in a proper way. The future reference will be very easy
through proper maintenance of records.
9. Retention of Records
Records may be classified into two types i.e. necessary records and outdated records. The
necessary records should be preserved under the control and supervision of office manager.
The outdated records can be destroyed.

OFFICE STRUCTURE /LAYOUT

Office layout means the systematic arrangement of office equipment, machines and furniture
and providing adequate space to office personnel for regular performance of work with
efficiency.
Modular Workstation Layout

With the modular plan a variety of furnishings and panels can be used to divide space into
individual work areas. Storage units will be deployed next to desks or tables to section off
areas. A modular office design allows employees to have a fully functioning space in terms of
desks, storage, and area lighting.
Cluster Workstation Layout
The main principle of a cluster approach is to focus employee workstations around a central
core. This can be achieved by distributing dividers from a hub, and arranging them in a
pattern similar to the spokes in a wheel. Employee work areas can then be equipped with all
of the typical features that they require including desk, storage, and filing space.

Landscape Layout

The landscape layout offers a combination of cluster and modular styles with the addition of
a wide range of space elements, ambient lighting and decoration. Plants and foliage are
deployed as visual barriers and to enhance aesthetics

Open Plan Layout

Offices that use a completely open plan layout will tend to have higher levels of noise
pollution, but are generally considered to have much better levels of communication. This
particular style of layout is more common in offices where employees are engaged with
computer based tasks rather than telecommunications. The organization of desk structure in
an open plan layout may be in a circular format with as many as four people on a quad desk.

Traditional Closed Office Layout

A traditional closed office layout will provide heavily partitioned space with a clear
hierarchical structure. There may be an open plan, modular, or cluster area but there will also
be a clearly designated section for senior officials within the closed office space.

The office management

Officer Manager

The Office Manager will organize and coordinate office administration and procedures, in
order to ensure organizational effectiveness, efficiency and safety.The Office Manager is
responsible for developing intra-office communication protocols, streamlining administrative
procedures, inventory control, office staff supervision and task delegation.

Responsibilities of an Office Manager

 Performing Secretarial Duties

An office manager may be expected to perform secretarial duties such as answering phone
calls, taking appointments, typing documents, filing, etc.
 Supervising Employees
An office manager supervises the work and performance of various employees and ensures
that they give their best. Assigning duties to various employees may sometimes fall under his
job profile too
 Ensuring Good Working Conditions
It is the responsibility of an office manager to ensure that the employees work in good
conditions.
 Deciding Employee Salary
An office manager keeps a track of the working days/hours of each and every employee. He
calculates the working hours and days and forwards it to the accounts department, who then
decide on the employee's salary.
 Hiring and Training New Employees
In many organizations, an office manager is responsible for hiring staff. For this, he gives
advertisements in the newspapers or on the Internet, goes through the resumes and may even
participate in interviews.
 Ordering Supplies
In some organizations, where there is no separate purchase department, it is the office
manager who keeps a track of the various office supplies, such as stationery, any wear and
tear of furniture, etc. and then orders the same accordingly.
 Reporting to Management
An office manager is an important link between the staff and the management. He reports to
the seniors how the employees are faring.

Office personnel
The term "office personnel" includes anyone who works in an office, such as professional,
managerial, and administrative staff.

Duties and responsibilities of a front desk are as follows:-

1. To welcome the arriving guests.

2. Providing information service.

5. Receiving and processing reservations

4. Filling of the arrival and departure register.

5. Dealing with complaints and handling them.

6. Communication and coordination with other departments.

7. Doing Check in & Check out.

Emerging issues and trend

Gender

Gender equality is another human aspect related to the 2019 workplace trends. The efforts
include how to ensure that more female employees can get managerial positions.

Culture

Culture is the character and personality of your organization. It's what makes your business
unique and is the sum of its values, traditions, beliefs, interactions, behaviors, and attitudes.

Positive workplace culture attracts talent, drives engagement, impacts happiness and
satisfaction, and affects performance. The personality of your business is influenced by
everything. Leadership, management, workplace practices, policies, people, and more impact
culture significantly.

Technology