3COMMUNICATION

Communication is the sum of all the things, one person does when he wants to create understanding in the mind of others. It involves a systematic and continuous process of telling, listening and understanding. Communication is an exchange of facts, ideas, opinions or emotions by two or more persons. Communication is the process by which information is transmitted between individuals and/or organizations so that an understanding response results.

OBJECTIVES OF COMMUNICATION Information Advice Order Suggestion Persuasion Education Warning Raising morale Motivation

PROCESS OF EFFECTIVE COMMUNICATION

1. Ideation---------creates idea to communicate. 2. Encoding--------organizes ideas. 3. Transmission----transmission of the message through channel. 4. Receiving the message-------receiving message by paying necessary attention. 5. Decoding-----------translation of symbols encoded by sender into idea for understanding. 6. Action---------response by receiver of communication.

VARIOUS TYPES OF COMMUNICATION

A) On the basis of organizational structure Formal communication Informal communication B) On the basis of direction of communication Downward communication Throughlectures, meetings, counseling, personal instruction, social and cultural affairs. Upward communication Through---conferences, face-to-face conversations, telephone and other devices, union channels. Horizontal communication Through----grapevine, meetings and conferencing, social and other activities

C) On the basis of way of expression Verbal communication Written communication BARRIERS TO COMMUNICATION Noisepoor timing, inappropriate channel, network breakdown. Lack of planning Semantic problemproblems arising from expression Cultural barriers Wrong assumptions Socio-psychological barriers Emotions Selective perception Filtering Information overload Poor retention Poor listening Goal conflict Offensive style of communication Insufficient period for adjustment Loss by transmission. LISTENING
The most basic OF ALL HUMAN NEEDS IS THE NEED TO UNDERSTAND AND TO BE UNDERSTOOD. The best way to understand people is to listen to them.

What happens when we listen (process)? Sensing Interpreting Evaluating Remembering Responding

Tips for effective listening Stop talking and participate genuinely in the discussion Put the speaker at ease. Indicate by gesture and posture your interest in listening Empathize with the speaker Listen attentively and patiently Be polite When listening to uninteresting subject matter, look for benefits and opportunities by asking- whats in it for me? Judge content Avoid making a judgement until the message is complete. Avoid listening only for facts by listening for central themes and ideas. Be flexible when taking notes Overcome the temptation of fake attention Resist distractions Seek out difficult material rather than to avoid it. Keep an open mind when confronted with an emotional word with which you are comfortable. Capitalize on the fact that thought is faster than speech.

Personnel communication
OFFICE MOMORANDUMS------Memorandum is more popularly known as memo. The literal meaning of the word memorandum is a note to assist the memory. A memo is used for internal communication. A memo can be used To issue instruction to the staff To communicate policy changes to the staff To give/seek suggestions To request help or information To confirm a decision arrived at on the telephone To intimate granting/withholding permission to do something. To seek explanation on some matter of conduct The memo format Date: No. From------------To----------------Subject-------------------------------------1. ----------------------------2. ----------------------------3. ----------------------------Copies to

Signature Office orders The word order suggests acceptance or compliance. If a message is conveyed as an order, it means that it carries a stamp of authority with it and has to be accepted. Office order is a tool of downward communication; it travels from the higher-ups down to the subordinates. Date Ref Mr. Prasad, administrative officer, is transfer from the head office to take independent charge of the production unit at----------. He shall hand over charge of his duties at the head office to the undersigned and take charge of production unit from Mr. Rahul latest by 12.4.2007. Copies to 1.. 2.. sd/. Deputy General Manager.

Office circulars Office circulars are meant to convey the same information to a large number of people. Such information is usually of general nature and not confidential. Circulars can be used for the following purposes. To emphasis certain aspects of office work. To intimate changes. To invite application form employees for promotion tests. To inform the employees about the changes in rules and regulations. S.S.ENTERPRISES PUNE---Date Circular no. Subject: -------------------------------------

Signature

EXAMPLE ABSENCE REPORTING PROCEDURE ABSENCE REPORTING PROCEDURE 1.On the first day of absence: If you cannot attend work you must notify your manager as early as possible, and by no later than 10 am on the first day of absence. You must speak to your line manager and not to one of your colleagues. You should telephone personally, and only in exceptional circumstances should a friend or relative do this for you. If you do not have a telephone, you should make this known to your line manager so that alternative arrangements can be made. You should explain the reason for your absence and say when you expect to return to work. You should complete a company self-certification form on your return to work. 2.On the fourth working day you must let your manager know of your continued absence and say when you expect to return. 3.By the eighth calendar day: You must get a doctor's certificate and send it to your manager no later than your eighth calendar day of sickness. You need to keep your manager informed during your period of sickness. Continued absence must be supported by medical certificates otherwise you may lose your right to any sick pay.

EXAMPLE SICKNESS ABSENCE POLICY SICKNESS ABSENCE POLICY Introduction It is recognized that from time to time staff may be unable to attend work because of ill health. This document sets out the procedure to be followed by all staff and the entitlement to sick pay in the event of such absences. Notification of absence 1. If you are unable to attend work because of sickness or injury you must notify your line manager by telephone of the reason as soon as possible on the first day of absence and ideally, within one hour of your normal start time. 2. Notification can be by you or by someone on your behalf. 3. You must maintain regular contact with your line manager on any subsequent days of absence. 4. If you are absent for more than seven days you must get a doctors certificate for the entire period of absence and send this to your line manager. 5. The company may, at its discretion, request a doctors certificate for periods of absence of less than seven days. The company will reimburse any cost of getting a certificate in these circumstances. 6. For long or frequent periods of absence the company may require you to be examined by the companys medical adviser. Returning to work On your return to work you must report to your line manager who will interview you.

If you return to work within seven calendar days you must complete a self-certification form, which is available from your line manager, on your first day back. Sickness Pay The Company will pay you sick pay, provided you comply with the notification arrangements, on the following scale: Years of employment Less than 1 year 12 years 25 years Over 5 years Full pay SSP only 1 month 2 months 3 months Half Pay SSP only 1 month 2 months 3 months

Payment is in relation to any period of 12 months starting with the first day of sickness. Anyone starting part way through the calendar year will be paid in proportion to his or her length of service. Similarly, part-time staff will be paid on a pro rata basis. When you have exhausted your entitlement to sick pay the Company will continue to pay you SSP, provided you have an entitlement to it. The Company will offset any other payments received for the sickness or injury against company sick pay. Withholding sickness pay The Company may withhold sickness pay if: You do not comply with the Company's requirements for the notification of sickness absence You refuse to undertake a medical examination at the company's request

 You work for another employer during your period of sickness absence, in which case the Company will also take disciplinary action. Accidents at work Any accident at work must be reported to your line manager as soon as possible, and an accident report completed. Sickness absence and annual leave If you fall sick while on annual leave and you produce a doctor's certificate relating to the period of sickness, the company will treat this as sick leave and not annual leave. Long-term sick leave If you are on long-term sick leave, which is a period of 13 weeks or more, you must keep your manager informed of your progress on a weekly basis. You must produce medical certificates to cover the absence. Benefits All the benefits to which you are entitled will continue to be paid during your period of sickness absence and your annual leave entitlement will continue to accrue during this period. Frequent or prolonged absence The company reserves the right to terminate your employment because of frequent or prolonged absences.