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Q.1. Non-Verbal Communication Ans: Bartol and Martin define non-verbal communication as "communication by means of elements and behaviours that are not coded into words". Gestures: While facial expressions are used to show emotions, gestures are used to show emotion and also convey definite messages or information. For example, people who are deaf and dumb have to rely almost entirely on gestures in order to communicate with other people. A gesture is a movement of the hand, head or body to indicate an idea or a feeling. Body Language: The shape of our body conveys a message and tells people about our life style. No doubt the shape of our body is what we inherit but to a great extent it is also what we make of it. Regular exercise and a healthy diet can help a person to be alert and dynamic. Slovenly habits and an unhealthy diet make a person flabby, dull and lazy. By looking at a person and the shape of his body you can tell what kind of life he or she lives and what he or she is capable of. Fosture: Fosture is an important element in body language as it often gives a key to the personality of the person and tells us a great deal about him or her. From the posture or the way a person holds himself we can know whether he is confident, diffident, old, young, weak or strong.

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Silence: Paradoxical as it may sound, we communicate with the help of silence. Sometimes we are so overcome by emotion that we cannot speak-our silence tells the other person of our strong feeling. Indeed there are many occasions when 'silence is more eloquent than words'. Signs, Symbols and Signals The English words 'sign' and 'signal' are both derived from the Latin word 'signum' which means a mark. Signs and Signal become very important means of communication when the communicate do not have a common language. A sign or symbol is non-moving like a picture or a photograph. Mathematics have their symbols (=, +, -, x, >, <); proof readers who correct printed copy in the printing press have their own signs (=, //, ) and motorists are expected to be able to read road signs (, P , S) which are put up by the traffic police. Signals are different from signs and symbols in the sense that they are dynamic and require some movement. Thus a traffic signal flashes green, telling motorists and pedestrians to move on. The flashing of a torch light by smugglers or the blowing of a whistle by a policeman or referee are also example of signals.
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Graphs, Maps, Charts and Pictograms Graphs, charts and maps are other types of visual, but non-verbal, communication. A graph is a diagram consisting of (curved) lines to show the variation of two quantities. A map is a drawing on paper that shows the position and size of countries, town, rivers, mountains, etc. Maps also show small plots or at the other extreme, the position of stars and planets. A chart is not really different from a map or graph in the sense that usually graphs or maps are mounted on charts for better visual effect. Charts are often pasted on cardboard or drawn directly on thick chart paper. Teachers, especially at the primary school level, use charts extensively. Pictograms are used to make comparisons between objects, targets projections and output figures with the help of pictures. Q.2. Objectives of Communication. Ans: Information: To inform means to give knowledge to another person or group of persons. Information can be given in writing, orally or by any other system of signs or signals. It can even be given by asking questions.

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Motivation: To motivate means "to cause to act". It has also been defined as "that inner state that energises, activities or moves and which directs or channels behaviour towards certain goals".

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Raising Morale In a business organization the morale of the workers can seriously affect the success of the business. One of the objectives of communication (internal) is to keep the morale of the workers high so that they work with vigour and confidence as a team. Order and Instruction An order is an oral or written communication directing the starting, stopping or modification of an activity. It is a form of communication by which management directs its subordinates and employees seeks to achieve its objectives. Order and Operations It should not be overlooked that the word 'order' also means a request to supply goods.

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Education and Training Communication in Business can be used to widen the ever-widening circle of knowledge. We are all familiar with the idea that a good school and college teacher must be a good communicator. Persuasion Persuasion is the process by which a person's attitude and behaviour towards something are influenced by another person's communication. Warning To warn means to inform a person of unpleasant consequences or possible danger. From the point of view of internal communication this might take the form of an oral or written warning given to subordinates. If a clerk reports late for work daily then the message may give him a notice that if he persists in this practice his services may be discontinued. Q.3. Barriers to Communication. Ans: Physical Barriers: The three physical barriers that are commonly encountered in the communication process are: (1) Noise; (2) Time and Distance; (3) Faulty Instruments. 1. Noise or disturbance act as a barrier to communication. We have all experienced this when we have tried to carry on a conversation in a normal tone and voice in a moving train or bus. 2. Time acts as a barrier when the two communication cannot adjust their time of communication. 3. When the instruments of communication have a defect in them the communication process becomes difficult or impossible. Defective computers, telephones, transmitters, failure of electric power are some more instances of Faulty instruments.

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The Language Barrier Taken at its simplest level the language barrier could arise when persons belonging to two language groups try to communicate without a proper knowledge of each other's language. Imagine a Bengali-speaking foreman instructing a worker from Kerala on how to operate a complicated machine through a mixture of Bengali and bazaar Hindi. Even when two persons know the same language, there could be a communication barrier of the message is badly expressed. The status Barrier This barrier arises on account of the organisational structure of a company. every organisation has various levels of managerial hierarchy which create a number of status levels. And the very status and position of a person in an organisation acts as a barrier to his giving and receiving effective communication.
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Other organisational barriers The size of an organisation, undue emphasis on status, and blind belief in specialization are some organisational barrier seen in many companies. Being aware of these problems is the first step towards solving them. Resistance to change (Socio-Psychological) The adult human mind usually resists. When a message is received containing a new idea, the person receiving a message unconsciously becomes inattentive. Unclarified Assumption (Socio-Psychological) Making assumptions is a common practice with most of us. Whenever we make statements like "This is good", "He is active", "She is untidy" we take it for granted that this is an unchanging fact and exists like a stone or a rock. Often we find that the assumption made by the sender of a message are different from the assumption made by the person who receives the message. Wrong Choice or Medium Communication, as we have seen, can be oral, written, visual, etc. Sometimes if you use the wrong medium for communicating your message you will find that it acts as a barrier. Some information can be sent better with the help of a telephone than letter.

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Other Psychological barriers Different Perceptions: People see things and react to situations according to their previous experience. Fear: Fear of superiors, fear of losing a job, fear of being laughed at, fear of being found lacking, all create obstacles to upward, downward and horizontal communication. Misunderstandings: Sometimes problems crop up when you send a message on one 'channel' and it is received on another. Cross cultural barriers When the sender and receiver of a communication come from different cultural backgrounds a cultural barrier is erected and messages are misunderstood. For example, it is quite common in the west for men and women who know each other to lightly kiss each other on the cheek as a form of greeting. In Japan, the accepted form of greeting is bowing. A serious misunderstanding is likely to arise if the European form of greeting is applied to Japan.

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Q.4. 7C's of Communication. Ans: 1. Completeness - The communication must be complete. It should convey all facts required by the audience. The sender of the message must take into consideration the receivers mind set and convey the message accordingly. A complete communication has following features: Complete communication develops and enhances reputation of an organization. Moreover, they are cost saving as no crucial information is missing and no additional cost is incurred in conveying extra message if the communication is complete. A complete communication always gives additional information wherever required. It leaves no questions in the mind of receiver. Complete communication helps in better decision-making by the audience/ readers/ receivers of message as they get all desired and crucial information. It persuades the audience. 2. Conciseness - Conciseness means wordiness, i.e, communicating what you want to convey in least possible words without forgoing the other Cs of communication. Conciseness is a necessity for effective communication. Concise communication has following features: It is both time-saving as well as cost-saving. It underlines and highlights the main message as it avoids using excessive and needless words. Concise communication provides short and essential message in limited words to the audience. Concise message is more appealing and comprehensible to the audience. Concise message is non-repetitive in nature.

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3.

Consideration - Consideration implies stepping into the shoes of others. Effective communication must take the audience into consideration, i.e, the audiences view points, background, mind-set, education level, etc. Make an attempt to envisage your audience, their requirements, emotions as well as problems. Ensure that the self-respect of the audience is maintained and their emotions are not at harm. Modify your words in message to suit the audiences needs while making your message complete. Features of considerate communication are as follows: Emphasize on you approach. Empathize with the audience and exhibit interest in the audience. This will stimulate a positive reaction from the audience. Show optimism towards your audience. Emphasize on what is possible rather than what is impossible. Lay stress on positive words such as jovial, committed, thanks, warm, healthy, help, etc.
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4.

Clarity - Clarity implies emphasizing on a specific message or goal at a time, rather than trying to achieve too much at once. Clarity in communication has following features: It makes understanding easier. Complete clarity of thoughts and ideas enhances the meaning of message. Clear message makes use of exact, appropriate and concrete words. Concreteness - Concrete communication implies being particular and clear rather than fuzzy and general. Concreteness strengthens the confidence. Concrete message has following features: It is supported with specific facts and figures. It makes use of words that are clear and that build the reputation. Concrete messages are not misinterpreted. Courtesy - Courtesy in message implies the message should show the senders expression as well as should respect the receiver. The sender of the message should be sincerely polite, judicious, reflective and enthusiastic. Courteous message has following features: Courtesy implies taking into consideration both viewpoints as well as feelings of the receiver of the message. Courteous message is positive and focused at the audience. It makes use of terms showing respect for the receiver of message. It is not at all biased.

5.

6.

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7.

Correctness - Correctness in communication implies that there are no grammatical errors in communication. Correct communication has following features: The message is exact, correct and well-timed. If the communication is correct, it boosts up the confidence level. Correct message has greater impact on the audience/ readers. It checks for the precision and accurateness of facts and figures used in the message. It makes use of appropriate and correct language in the message.

Q.5. Communication process Ans: Communication begins when the sender identifies the need to send a message. He then prepares the message. Accordingly, he places the message in the right channel for the purpose of transmitting it to the receiver. Communication process is complete when the receiver accepts the message and understands clearly and correctly it's content. If necessary, the receiver may send a reply or provide a feedback to the sender of the message. The communication process is shown in the following diagram:
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Sender

Message

Channel Feedback

Message

Receiver

Diagram shows a simple Communication Process The components in the process of communication are briefly explained as follows: 1. The Source or sender: The process of communication begins with the sender who identifies the need to communicate. In an organization, the sender will be a person with information, needs, or desires and a purpose for communicating them to one or more other persons. 2. The Message: The message is the expression of the idea, view or thought. The message may carry information, order, instruction, etc., but it can be transmitted effectively only when it is properly prepared or organized. The preparation of the message requires the use of symbols or words or signs. 3. Encoding: Encoding takes place when the sender transforms the information to be transmitted into a series of symbols. Encoding is necessary because information or ideas can only be transferred from one person to another through symbols. 4. The Medium or Channel: The sender should decide the best possible channel to transmit the message. The choice of channel or medium is influenced by the nature of message, the urgency of the message, importance of the message, number of receivers, the cost factor, and the relationship between the sender and receiver. 5. The Receiver: The receiver may be an individual or a group. In the process of communication, the receiver is as important as the sender of the message. Communication is a two-way process, and in the absence of the receiver, the act of communication will not be complete. 6. Decoding: Decoding is a process by which the receiver interprets the message and translates it into meaningful information. It is a two-step process. The receiver must first perceive the message, and then interpret it. Decoding is affected by the receiver's past experience, personal assessment of the symbols used, expectations, and mutuality of meaning with the sender. 7. Noise: It is any factor that confuses, disturbs, diminishes or interferes with communication. The noise can originate with the sender, the transmission, or the receiver. 8. Feedback: Feedback is one of the important components of the communication process. It is the response given by the receiver of the message to the sender of the message. Communication is said to be effective only when the message received is understood as intended by the sender, and accordingly acted upon by the receiver.

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Q.6. Media and Mode Ans: Inward Mail 1. No a stamped with the date stamp of the office. Care should be taken to see that the stamp is not used on documents like share certificates or transfer deed which may have been enclosed with the letters. 2. Mail should be sorted out according to its contents inquiries, complaints, loan applications, credit advices, etc. 3. All important letters and circulars from the Head Office or banks or the government should be properly recorded in a special Register kept for that purpose. Other letters must be entered in the General Inward Register. 4. All letters marked 'Private' or 'Confidential' should be attended to by the official concerned himself or herself. 5. All letters, bills, documents, etc. received by hand or locally should be treated in the same manner as the communications received by post. Outward Mail 1. All correspondence should be typewritten and carbon copies should be kept. If the office uses computers then an additional print out should be taken for filing purposes. 2. Reference numbers should be given according to the filing system of the office. The progressive serial number of the Outward Register must also be provided. 3. An officer should be entrusted with the task of checking the names and addresses on all envelopes to ensure that letters. 4. The amount of stamp affixed on each envelope should be duly entered in the relevant column by the clerk in the Outward Register. 5. When currency notes or other important documents are being sent by Insured Post the cover should be sealed in the presence of the manager or an authorized official. The clerk taking the cover to the post office should be accompanied by another employee.

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Files Even though most companies carry on their correspondence with the help of computers and the internet, it is very essential to keep a hard copy of any letter or memo that is sent out and which the businessman thinks he may have to refer to again. Telex (Conventional mode) Though a very crude model of a teletypewriter was put in operation as early as 1849, it is only in recent years that the teletypewriter has begun to be used on a large scale in business communication. The teletypewriter is a machine on which messages can be typed at a speed upto about 67 words per minute and the same

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message is reproduced over a distance of a similar machine with the help of an electrical circuit. Telex is the name given to the teleprinter, devices run by the postal department. For an annual fee, a subscriber is provided with a teleprinter and a direct line to one of the many automatic telex exchanges in the country. Telegraph (Conventional mode) The telegraph came into use earlier than the telephone as a means of communicating. S.F. Morse invented this system of electric signaling, which has come into general use over most of the world. Signals are sent by making and breaking the current in an electrical circuit so that the signal consists of short and long clicks which can be clearly heard. Telephone (Electronic Communication) The telephone is a means of oral communication. The telephone technique is now used to send messages in writing (tele-typewriter) pictures, (telephotography) graphs and copies of documents; but basically the telephone remains an instrument to reproduce speech at a distance through the medium of electric waves. Computers A computer is an apparatus to store, classify, arrange, generate change or retrieve information. It is also used to perform calculations with speed and reliability. The artificial intelligence provided by computers has become part of our daily lives an we use it in telephone operations, railway signals, washing machines and wristwatches.

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Internet and E-Mail August 1995 saw a revolutionary change in the way in which Indian businessmen could communicate with the rest of the world. After years of waiting the government decided to allow Internet (International Network) services in the country. Internet, a result of military research in the U.S.A., is today widely used for commercial, educational and entertainment purposes. Advantages of Using Computers 1. Simple and complex calculations can be done accurately within seconds. 2. Large quantities of data can be stored at high speed and later retrieved. Microchips can replace huge volumes or books. 3. Data and messages can be changed or added to at will. 4. Messages can be replicated and repeated. 5. Reliable, dependable and error-free. 6. Useful at home, the office and the study. 7. Does the work of many people in next to no time. 8. As price of PC's fall, middle-class families can afford them.
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The Disadvantages of Using Computers 1. The artificial intelligence of a computer cannot think for the user-not yet. 2. People have to be trained and taught how to use computers, this costs and money. 3. People lose jobs in offices and factors as computers are increasingly used. 4. Computers could be affected by electricity failure or viruses. 5. Cost of maintenance is quite high. Advantages of Using the Internet. 1. If connected to the internet your PC can provide you with information on a small screen which would otherwise be available only in the volumes of a library. 2. Text, graphics, pictures, video and audio are all there on the internet. 3. A telephone line, a modem and a computer is all you need to connect to another computer within the country or abroad. 4. Costs much less time and money for sending messages (e-mail). Replies too can be obtained immediately. You can chat on the internet. 5. Information, knowledge and news can be shared worldwide. Disadvantages of Using the Internet. 1. It takes a long time, sometimes, to log in or get connected. Also disconnections, while the internet is on, are frequent. 2. It takes a long time to change from one web-site to another. 3. Hackers frequently break into internet connection and obtain information which is supposed to be secret or confidential. 4. It takes a lot of training and practice to be able to access the internet without wasting time or money in making wrong contacts. 5. Surfing the net could become addictive.

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E-Commerce E-Commerce or E-Business may be broadly defined as consisting of using electronic methods and procedures for the conduct of all types of business activities. The internet with all its web sites is sued for quoting figures, placing order, online services, advertising and marketing. E-Commerce has redefined the 'market' and brought about a sea change in the way business is done. Advantages a. widening of markets. b. lower transaction costs. c. improved consumer-seller interaction. d. round-the-clock functioning. e. increases use of credit cards.
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Disadvantages a. depends on electricity and electronics which if they fail would bring business to a standstill. b. underdeveloped, developing and poor countries have yet to be able to afford this system of doing business. c. confidential information might pass into the wrong hands. d. 'hackers' could pay havoc with the system and ruin business. FAX The Fax or Facsimile Transmission machine is based on a 1843 invention of British scientist Alexander Bain. It can send pictures, reproduction of documents and handwriting or any other printed matter by wire or radio rapidly. Today it is widely used by business houses, banks, government and newspaper offices to send copies or reproductions of pictures and documents or letter to near and distant places. Teletex It is the oldest office to office communication system. It is similar to e-mail, but slower and prone to transmission of errors. It consists of a connection from one subscriber to any other on teletex terminals.

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Voice Systems In an office, oral communications is widely used in addition to written communication, and the telephone plays an important role. Teleconferencing Now the businessman does not have to travel to meet people. He does not have to go into a special room to have a teleconference. Modern technology enables him to hold a teleconference with a gadget placed on his desktop. Teleconferencing uses television technology in which the participants are able to see each other on screen as they talk. Storage by Optical Technology There are two types of optical storage instruments, CD-ROM (Compact Disc Read Only Memory) and WORM (Write Once Read Many). The CD is a laser-read data storage device on which video, audio or textual material can be stored. The user can read the disk on a PC or a microcomputer system with a CD-ROM disk drive and also hear it on a two channel sound system at the same time.

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Desk Top Publishing Printing can be done with minimum expenditure of time and energy by the businessman by having a desk-top printer. No more running to distant and messy printing presses. A desk top system consists of one or more microcomputers, a laser printer and the necessary word processing software. Electronic Data Processing Computers can not only store data, they can be used for multiple other purposes like manipulating and capturing data, managing output results, classification, complex calculations, sorting, summarizing, retrieving, reproduction. S.M.S. Short Message Services are available on mobile phones through the services provider's network. Mobile phone users can send short texts of upto 160 words from their keypads to other mobile phone users. If the phone is not switched on or out of range at the time the message is sent, it is stored in the network and delivered at the next opportunity. Intranet Intranet uses the same software as Internet but is confined to use within an organization. It is open t attack from the outside and often has to be protected by a firewall. It has web servers that are only available to workers within the organization and access to public internet is denied. It a network system for internal communication and can be used for a variety of purposes.

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Video-Conferencing The difference between teleconferencing and video-conferencing lies in the use of different technologies. While tele-conference uses TV airways, video-conferencing uses the internet. Video-conferencing can take place between two individuals who can see each other on computer monitors or Special screens and also hear one another, or it can take place among members of a larger group. Chat As commonly understood, a chat is an "informal conversation". When such a conversation takes place as a written text and not orally and is transmitted over the internet, it is also known as a "chat", a modern computer jargon. It is one of the most popular uses of internet. On the flip side, it has been held responsible for onethird of the divorces in the United States. Voice Mail Voice mail is a computer-Internet-assisted system that allows spoken messages to be sent electronically. Users can leave spoken messages for one another and listen to the messages issuing the proper command in the e-mail system.
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Digital Signature Many people think that a digital signature must be a digital version of a handwritten signature. This is not so. It is an electronic signature that can be used to authenticate the identity of the sender of a message, or of the signer of the document. B.P.O. (Business Process Outsourcing) With its large English knowing and computer literate population, India has become a centre for B.P.O. activities B.P.O. may be described as the contracting of a specific task to a third-party service provider. There are two kinds of outsourcing. In backoffice outsourcing the company entrusts internal business functions in an outside agency.

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