Business Communication Assignment 1

Contents
Contents...............................................................................................................................................1 1.List the importance of effective communication in the workplace.................................................2 Greater Awareness of Organizational Goals and Teamwork .......................................................2 Better Employer-employee Relationships ..................................................................................2 Problem-solving ..........................................................................................................................2 Improved Performance .................................................................................................................2 Stronger Link between Managers and the External Environment ...............................................2 2.Explain the different aspects of non-verbal communication...........................................................3 Kinesics ........................................................................................................................................3 Proxemics .......................................................................................................................................4 Time Language................................................................................................................................4 Paralanguage ................................................................................................................................4 Physical Context ..........................................................................................................................4 3.Write short notes on (a) Upward communication (b) Downward communication (c) Horizontal communication.....................................................................................................................................5 Upward Communication .............................................................................................................5 Downward Communication ...........................................................................................................5 Horizontal Communication .........................................................................................................5 4.Explain the different barriers to listening .List the differences between discriminative listening and comprehension listening...............................................................................................................6 Physiological Barriers ...................................................................................................................6 Attitudinal Barriers..........................................................................................................................6 Wrong Assumptions ....................................................................................................................6 Cultural Barriers..............................................................................................................................7 Gender Barriers................................................................................................................................7 Lack of Training..............................................................................................................................7 Bad Listening Habits.......................................................................................................................7 5.Discuss the principles of business writing.......................................................................................8 Tone..................................................................................................................................................8 Emphasis and Subordination...........................................................................................................9 Write at an Appropriate Level of Readability...............................................................................10 6.Explain the advantages of oral communication with the help of suitable example......................10

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1. List the importance of effective communication in the workplace.

Communication is a non-stop process and is a vital ingredient for success, both within and outside the workplace. It is a part of soft skills, as opposed to domain or technical knowledge, which is a part of hard skills. Communication is the nerve centre of business today. As you go up the corporate ladder, you will find that communication skills are required, more than technical skills. Communication research has revealed that among the factors most important for managerial success, communication skills rank above technical skills. Communication has assumed even greater importance today, since the new model of business is based on teamwork, rather than on individual action. Teamwork requires greater coordination and communication. Communication is also required all the more in this age of information and technology. Without communication and human skills, technology will overwhelm an organization. Communication helps to make sense of technology and to manage all this information. Effective communication serves the following specific purposes in an organization

Greater Awareness of Organizational Goals and Teamwork

When there is open communication between superiors, co-workers and subordinates, there is smooth flow of information regarding the goals of the organization. Coordination between the different departments in particular, leads to greater motivation to work together towards achieving a common organizational goal, rather than working in isolation.

Better Employer-employee Relationships

By listening to employees, showing empathy and giving them the freedom to express their opinions without fear of being repressed, a manager can create a climate of openness that leads to better work relationships. Employees will then feel more comfortable in approaching their superiors and discussing any matter with them.

Problem-solving
Effective communication can help resolve conflicts between co-workers, work related and performance related problems. Faceto-face communication is especially suited for achieving this task, since it is one to one and highly personalized in nature.

Improved Performance
Effective communication by managers at the time of appraising the performance of their employees can point out areas for improvement. A constructive review of performance, through which a manager gives positive feedback and counsels the employee, instead of criticizing him for poor performance, can motivate the employee to perform better.

Stronger Link between Managers and the External Environment

Apart from internal communication within the organization, effective communication by

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managers with external audiences such as customers, government, bankers, media and suppliers leads to a better rapport with them. A manager will be able to understand the needs of his customers, be aware of the presence of quality suppliers of material, of government regulations and of the expectations of the community at large, only through proper communication.

2. Explain the different aspects of non-verbal communication

Broadly, communication may be divided into two areas verbal and non- verbal communication. Verbal communication, or communication through words, provides the opportunity for personal contact and two-way flow of information. A large part of our communication, whether at work or outside, is verbal in nature. Verbal communication in turn, may be divided into two areas oral and written communication. Non-verbal communication, on the other hand may be defined as communication without words. It refers to any way of conveying meanings without the use of verbal language. Non-verbal communication is generally unintentional, unlike verbal communication. All of us tend to communicate silently and unknowingly send signals and messages by what we do, apart from what we say. Gestures, facial expressions, posture and the way we dress, are all part of nonverbal communication. Non-verbal communication can have a greater impact than verbal Communication, sincehow you say something is sometimes more important than what you say. Although non-verbal communication can affect both our personal and business relationships, it is particularly important in the workplace. Non-verbal communication plays an important role in business communication. Different aspects of non verbal communication are as follows:-

Kinesics
This is the most often studied and important area of non verbal communication and refers to body movements of any kind. Different body movements can express inner states of emotion. Facial Expressions can convey feelings of surprise, happiness, anger and sadness. If you meet a long lost friend and say Im very happy to meet you again, but with a sad facial expression, it conveys the exact opposite meaning. Eye Movements, such as wide open pupils express feelings of surprise, excitement or even fear. The importance of eye contact with ones Audience was pointed out earlier. Direct eye contact is an indication of intensity and interest, while lack of it can convey feelings of nervousness and guilt. Gestures, such as movement of the hands while giving a lecture or presentation indicates a high level of involvement in what you are saying. On the other hand, shuffling of the feet is a sign of nervousness and speaking with ones hands in ones pockets is considered to be casual or even rude. Head Movements like nodding the head can convey interest, appreciation, agreement or understanding. Body Shape and Posture Body shape is not within ones control but can be stereotyped to convey certain meanings. For example, someone who is strong and muscular is generally thought to be athletic, as opposed to a person who is short and fat! Posture on the other hand is within our control. In formal settings such as job interviews or classroom settings, it is essential that you maintain an erect posture to convey that you are attentive, since slouching or a relaxed posture conveys a casual attitude. Physical Appearance Our outward appearance, including the way we dress and the jewelry and make-up that we wear can convey an impression of formality or informality. Going to a job

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interview dressed in blue jeans or not sticking to a stipulated dress code at the workplace can convey that you are a rebel, non-conformist or a very casual person. Therefore, it is important to take care of your appearance, so that you convey the right meaning to others.

Proxemics
Proxemics is derived from the wordproximity or closeness and is the communication term for personal space and distance. The space and distance which we choose to keep from people is also part of non-verbal communication. Each of us has our own inner and outer circles, which differ for different people. Our inner most circle is an intimate space, into which we generally admit only select people such as family and close friends. Next comes a personal space which might include other friends and colleagues or co-workers. These two spaces involve communication of an informal nature. Most of us also have a social and public space, which includes official or workplace relationships, where the communication is of a more formal nature. In a business context, it is more relevant to understand the concept of fixed space and semi-fixed space. Fixed space means that the physical features of the work environment such as furniture, room size and seating arrangement are permanent. This conveys an impression of formality. On the other hand, semi-fixed space means that certain elements of the environment can be changed for example, the seating arrangement could be changed and this conveys an impression of informality. Sometimes, use of space at the workplace can determine leadership positions. For example, seating at the head of the table conveys leadership or authority. A round table meeting, however, conveys the idea of equality, since no one can be seated at the head of the table! All points of a circle are the same. That is why when heads of state meet (as in UN Security Council meetings), it is always a round table discussion, since all heads are equal. Space should therefore be used carefully in a work environment, so as to convey the right impressions.

Time Language
This refers to the meaning or importance attached to time and varies between different people. One person may value time more than another. Similarly, time language also varies across cultures. In most western cultures for example, punctuality is considered to be important. Arriving late for a business meeting is inexcusable. In other cultures, it is more relaxed and time is not given that much importance. We convey messages to others through the time we spend on a work related activity or by the importance that we give to time. Arriving early at work or for a job interview shows interest, involvement and seriousness. Spending time with an employee and giving him suggestions on how to improve his performance shows interest and involvement in his career growth.

Paralanguage
Para means like or similar to, therefore paralanguage means like language. Of all the forms of non-verbal communication, paralanguage is closest to verbal communication. It refers to the tone of voice with which something is said. In other words, it is how something is said, and not what is said. The tone of voice includes the pitch (high or low pitch), the pace (slow or fast) the emphasis on words and the volume (soft or loud) and can convey different moods and emotions, as mentioned earlier in this unit.

Physical Context
This refers to the physical environment or surroundings within which we communicate and includes two aspects 1) colour and layout and 2) design. Colours are known for their symbolic meaning and have associations with different feelings. For example, colours like black and grey are associated with death, mourning and negative feelings. Yellow and green are associated with more positive feelings. Of course, these can also vary across cultures. The point to remember is that you can make the right impressions with use of the right

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colours. Layout in a work environment refers to the size of an office, or the arrangement of furniture. Design refers to the type of chairs, desks or carpeting. All these can convey status, formality or informality. We have seen how the types of non-verbal communication outnumber the types of verbal communication. Non-verbal communication is an Important supplement to verbal communication and can enhance verbal communication, if used in a positive way. The sender should use the right non-verbal cues to convey a positive message, while the receiver should learn to look for unintended messages conveyed by non-verbal communication.

3. Write short notes on (a) Upward communication (b) Downward communication (c) Horizontal communication
Upward Communication
This may be defined as information that flows from subordinates to superiors. Some of the reasons for upward communication include discussing work related problems, giving suggestions for improvement and sharing feelings about the job and co-workers. This type of communication has both benefits and disadvantages. One of the biggest benefits is problemsolving. Once a subordinate has brought a problem to his superiors notice, chances are that the problem will not recur, since the subordinate learns from his superior how to tackle it the next time. Thus, his ability to solve new problems and therefore his managerial ability, improves. Another benefit that could arise from upward communication is that valuable ideas and suggestions may sometimes come from lower level employees. Therefore organizations should encourage this kind of communication. A third benefit is that employees learn to accept the decisions of management and thereby work as a team. The biggest problem associated with this type of communication is that it may lead to handing down of decisions by superiors. When subordinates frequently seek the superiors guidance, the latter may adopt an authoritarian approach and merely give instructions, disregarding the subordinates opinion completely.

Downward Communication
This may be defined as information that flows from superiors to subordinates. The most common reasons for downward communication are for giving job instructions, explaining company rules, policies and procedures and giving feedback regarding job performance. A number of studies have indicated that regular downward communication in the form of feedback given to employees is the most important factor affecting job satisfaction. Therefore organizations today are trying to encourage more of this type of communication. There are both benefits and disadvantages associated with this type of communication. Downward communication that provides regular feedback will be beneficial if the feedback or review of performance is constructive. A constructive review is one where a managercounsels an employee, or advises him on how to improve his performance. On the other hand, a destructive review can destroy employee morale and confidence. Regular downward communication also creates a climate of transparency or openness, where information is passed on through official channels, rather than through rumours. Thirdly, downward communication boosts employee morale, since it indicates that management is involved in their progress. The problems with this type of communication are the danger of doing destructive reviews, as mentioned, and that of message overload. This means that superiors many sometimes burden their subordinates with too many instructions, leading to confusion.

Horizontal Communication

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This type of communication is also known as lateral communication. It may be defined as communication that takes place between co-workers in the same department, or in different departments, with different areas of responsibility. For example, Sales Managers and Advertising Managers in the Marketing department, or Marketing Managers and Finance Managers. The reasons for this type of communication are for coordination of tasks, sharing of information regarding goals of the organization, resolving interpersonal or work related problems and building rapport. The biggest potential benefit of horizontal communication is the sense of teamwork that is created. Regular communication of this type ensures that all co-workers work together towards achieving a common goal in the overall interest of the organization. The biggest potential problem is that conflicts such as ego clashes are bound to arise, when co-workers at the same level communicate on a regular basis. In spite of these problems, horizontal or lateral communication has become more important in todays business scenario than upward or downward communication. This is because theorganizational pyramid indicating the different hierarchies or levels in an organization has flattened.

4. Explain the different barriers to listening .List the differences between discriminative listening and comprehension listening
Listening is the most important of all the aspects of communication. In fact, listening precedes communication. It occurs more frequently on the job than even speaking, reading or writing. There are a number of obstacles that stand in the way of effective listening, both within and outside the workplace. These barriers may be categorized as follows

Physiological Barriers
Some people may have genuine hearing problems or deficiencies that prevent them from listening properly. Once detected, they can generally be treated. Other people may have difficulty in processing information, or memory related problems which make them poor listeners. Another physiological barrier is rapid thought. Listeners have the ability to process information at the rate of approximately 500 words per minute, whereas speakers talk at around 125 words per minute. Since listeners are left with a lot of spare time, their attention may not be focused on what the speaker is saying, but may wander elsewhere. Physical Barriers These refer to distractions in the environment such as the sound of an air conditioner, cigarette smoke, or an overheated room, which interfere with the listening process. They could also be in the form of information overload. For example, if you are in a meeting with your manager and the phone rings and your mobile beeps at the same time to let you know that you have a message; it is very hard to listen carefully to what is being said.

Pre-occupation with personal or work related problems can make it difficult to focus ones attention completely on what a speaker is saying, even if what is being said is of prime importance. Another common attitudinal barrier is egocentrism, or the belief that you are more knowledgeable than the speaker and that you have nothing new to learn from his ideas. People with this kind of closed minded attitude make very poor listeners.

Attitudinal Barriers

Wrong Assumptions

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The success of communication depends on both the sender and the receiver. It is wrong to assume that communication is the sole responsibility of the sender or the speaker and that listeners have no role to play. Such an assumption can be a big barrier to listening. For example, a brilliant speech or presentation, however well delivered, is wasted if the receiver is not listening at the other end. Listeners have as much responsibility as speakers to make the communication successful, by paying attention, seeking clarifications and giving feedback. Another wrong assumption is to think that listening is a passive activity, in which a listener merely absorbs the thoughts of the speaker. On the contrary, real listening or active listening is hard work it requires speaking sometimes to ask questions, agree or disagree with the speaker, give feedback, etc. Yet another barrier of this type is to assume that speakers are more powerful than listeners. Speakers are seen as being in command of things, whereas listeners are seen to be weak and lacking authority. According to communication experts however, the reverse is true. Listeners are as important and as powerful as speakers.

Cultural Barriers
Accents can be barriers to listening, since they interfere with the ability to understand the meaning of words that are pronounced differently. The problem of different accents arises not only between cultures, but also within a culture. For example, in a country like India where there is enormous cultural diversity, accents may differ even between different regions and states.

Gender Barriers
Communication research has shown that gender can be a barrier to listening. Studies have revealed that men and women listen very differently and for different purposes. Women are more likely to listen for the emotions behind a speakers words, while men listen more for the facts and the content.

Lack of Training
Listening is not an inborn skill. People are not born good listeners. They have to develop the art of listening through practice and training. Lack of training in listening skills is an important barrier to listening, especially in the Indian context.

Bad Listening Habits

Most people are very average listeners who have developed poor listening habits that are hard to shed and that act as barriers to listening. For example, some people have the habit of faking attention or trying to look like a listener, in order to impress the speaker and to assure him that they are paying attention. Others may tend to listen to each and every fact and, as a result, miss out on the main point. Yet another habit is to avoid difficult listening and to tune off deliberately, if the subject is too technical or difficult to understand. Sometimes, the subject itself may be dismissed as uninteresting, because the listener does not want to listen. Discriminative Listening This is the most basic type of listening, whereby the difference between the sounds is identified. Unless the differences between the sounds are identified, the meaning expressed by such differences cannot be grasped. Once we learn to distinguish between sounds in our own language, we are able to do the same in

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other languages. One reason why people belonging to one country find it difficult to speak the language of another country is that they find the sounds similar and cannot understand the subtle differences. Comprehension Listening Once we have learnt to discriminate between the different sounds, the next step is to try to comprehend the meaning of these sounds. In order to do this, we require a dictionary of words, along with the rules of grammar and syntax. Apart from the verbal communication, we also need to understand the meaning conveyed by the speakers nonverbal behaviour. This can be achieved by closely observing various aspects of the speakers body language and tone of voice.

5. Discuss the principles of business writing

The principles of business writing are described below:-

Tone
It was pointed out that the spoken words, however perfect, can convey a negative message, if the tone of voice is not consistent with what is said. Tone is equally important in conveying written messages, particularly business related messages. In written communication, tone refers to the way a statement sounds, which in turn, depends on the choice of words. A sentence or statement may be grammatically perfect, but may convey a negative message, if the choice of words is wrong. Example: You failed to meet the sales target. The above statement has a negative tone, since it emphasizes what could not be achieved. The same idea could be expressed in a more positive tone, by emphasizing what could have been done instead. Example: With a little extra effort, you could have achieved the target. Consider the following example I hope you will agree that my qualifications match your job profile. Beginning the sentence with I hope creates the impression that you lack confidence in yourself. It might be better to say On reviewing my bio-data, you will find that my qualifications match your job needs in the following respects.... While it is important to be self assured, avoid sounding over confident and pompous. Example: I am sure you will agree that our Company has the best reputation for quality and service. Instead, something likeWe shall try to live up to our reputation for quality and service. would be more appropriate. Another aspect of tone is to sound courteous and sincere. This builds goodwill and good relations and increases the likelihood of a message achieving its objectives. Avoid statements such as the following You sent your complaint to the wrong department. You should have sent it to the shipping department. This sounds very discourteous and rude when responding to a customer complaint. Instead, it might be better to say We have sent your complaint to the concerned department, which will be contacting you shortly. Sincerity also means avoiding exaggeration and flattery, especially when communicating with customers. Consider the following examples

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1. We are more interested in your satisfaction, than in making profits. 2. You are such a valued customer that we shall go to any lengths to earn your satisfaction. The first sentence sounds insincere, since the main objective of any organization is to make profits. The second sentence is exaggerated and unduly flatters the customer. It should be toned down by saying something such as We value your goodwill and will make quick efforts to ensure your satisfaction. Finally, the tone of business writing should be non-discriminatory. This means that the language that is used should not be offensive, irrespective of gender, religion or race. One way of ensuring this is to avoid sexist language by using neutral job titles, or titles that do not imply that a job is held only by a man. For example, the following titles should be used Chairperson, instead of Chairman. Salesperson, instead of Salesman If the readers gender is not known, use a non-sexist salutation such as Dear Customer, Investor, or Advertiser, instead of Dear Sir or Madam.Personal titles and salutations such as Dr., Professor, etc. should be also be used Wherever appropriate.

Emphasis and Subordination

A business writer can be compared to an artist or a musician. Just like an artist or a musician tries to make certain elements stand out and others to get little attention, so too with the business writer. An important principle of business writing is to emphasize important ideas and to downplay unimportant ideas, so as to make the reader understand what you consider to be significant. Generally, pleasant and important thoughts are emphasized, while unpleasant and insignificant thoughts are subordinated or de-emphasized. Several techniques for emphasis may be used by the business writer Place the idea in the first paragraph or in the last paragraph, in order to get attention. Put the word that you wish to emphasize first or last in the sentence. Example Success comes through sincere efforts. Failure will result without them. Or, The event was a success. Without your efforts, it would have been a failure. Use the active voice to emphasize the doer of the action and the passive voice to emphasize the receiver of the action. Example John made the presentation. (Active) The presentation was made by John. (Passive). Use words such as primary, major and significant to lay emphasis. Example Cost is a significant factor to be taken into consideration. Use repetition. Example The Tata Nano is an inexpensive car. Inexpensive to purchase and Inexpensive to maintain. Number the ideas, so as to rank them in the order of importance Example The main reasons for his poor performance are 1) Lack of training 2) Lack of team skills and 3) Lack of motivation. Use visual elements such as bold type, capital letters, bigger font size and underlined words to emphasize key ideas. Example The Reva electric car is 25% LESS POLLUTING than other cars.

Another point to be remembered regarding emphasis in business writing is to stress what is known as the you attitude, rather than the me attitude.This means explaining the benefits to the reader, understanding his situation and answering his unspoken question How is it relevant to Page | 9

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me?Example Instead of saying, Our bank will be open 24 hours, say You will be able to avail of round-the-clock banking service.

Write at an Appropriate Level of Readability

A third very important rule of business writing is to tailor your writing to your audience and to make it simple enough for even a layperson to read and understand. As pointed out in an earlier section, readability is determined by the length of words and sentences. Robert Gunning developed what is known as the Fog Index or a readability formula to measure the readability of a piece of writing. According to this formula, the appropriate reading level in Business writing should be between 8 and 11.

6. Explain the advantages of oral communication with the help of suitable example.
Oral communication has some advantages compared to written communication. These include its personal quality, high interactivity, possibility of making immediate contact, instantaneous feedback and control over the receivers attention. Oral communication was also classified into oral face-to-face communication (meetings and presentations) and oral non face-to-face communication (teleconferencing, telephone and voice mail).While face-to-face meetings are more effective than non face-to-face communication in most ways, they are expensive and impractical sometimes, due to the distance factor. Thanks to advances in technology, meetings today can still take place without being face-to-face, through teleconferencing. Teleconferencing allows participants at distant locations to speak and sometimes to see each other. Apart from the high cost and the difficulty in setting it up, teleconferencing has the same advantages as oral faceto-face communication. Example Several retailers like Walmart, the worlds largest retailer, make use of teleconferencing to keep their US headquarters in touch with their store managers worldwide. Some head-hunters also make use of the facility to conduct preliminary interviews and shortlist candidates based in other countries, before inviting them for a face-to-face interview. Many multinational corporations and large Indian organizations also use this facility extensively. In spite of its advantages, teleconferencing will not replace face-to-face meetings completely, since it is unsuitable for certain types of communication that involve brainstorming, negotiations, persuasion and problem solving. Telephone communication, another form of non face-to-face communication, has the biggest advantage of being able to contact a receiver who would be impossible to reach in person. Today, mobile phones have made it even easier to contact people who are on the move. Telephone communication also has a personal quality and permits the use of some non-verbal cues such as tone of voice, to enhance the communication. Voice mail is a type of telephone communication and is similar to an answering machine. Although it is generally inferior to speaking in person to the other party, it has some advantages. When you leave a recorded message, you can make your point felt and save time that might be wasted in exchanging pleasantries. Invitations can also be declined without having to give an explanation or reason, or having the other person talk back. Thus, there is greater control over how the message is composed and delivered. Besides, voice mail also makes it possible to keep a permanent record of the communication, unlike other types of oral communication. In spite of

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these advantages however, voice mail has not caught on in India.

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