Study Note

Course-MKT-205 Business Communication & Report Writing

Prepared by
Ahmed Sabbir

Preparing as per syllabus of EMBA Program Faculty of Business Administration &

Management, Patuakhali Science & Technology University, PSTU, Dumki, Patuakhali
 Lesson-I
Meaning of Communication

1.1 Definition of Communication

The word ‘communication’ has been derived from the Latin word ‘communis’ which means
common or from, “commūnicāre”, meaning "to share" or to make common. Communication,
thus, is the process of sharing facts, ideas and opinions in common. Communication is said to
take place when an individual conveys some information to other.

Communication is defined in the Merriam-Webster dictionary as “a process by which

information is exchanged between individuals through a common system of symbols, signs, or
behavior.”

Pitter little defines in his book "Communication in Business" - Communication is the process by
which information is transmitted between individuals and/or organization so that an
understanding response results.

Therefore, Communication is interchange of thought or information between two or more

persons to bring about mutual understanding and desired action. It is the process of conveying
information from a sender to a receiver with use of a medium in which the communicated
information is understood the same way by both sender and receiver.

1.2 Characteristics of Communication

Important characteristics of communication are as follows:

 Communication involves at least two persons: Communication involves at least two

persons-the sender and the receiver. The sender sends the message and is known as the
communicator. The receiver receives the message and is known as communicate.
 Communication is an act of exchanging ourselves: Communication is the activity of
conveying information through the exchange of thoughts, messages, or information, as by
speech, visuals, signals, writing, or behavior. It is the meaningful exchange of
information between two or more living creatures.
 Communication is a way of interchanging thoughts, opinion, and information. It is
basically a process of interaction with the people and their environment. Through such
interactions, two or more individuals influence the ideas, beliefs, and attitudes of each
other. Such interactions take place through the exchange of information through words,
gestures, signs, symbols, and expressions. In organizations, communication is a
continuous process of giving and receiving information and to build social relationships.
 Communication is the passage of delivery our feelings and emotions: Expressing Feelings
and emotions play a big role in communication. Emotions Allow Other People to
Understand Us. When we interact with other people, it is important to give clues to help
them understand how we are feeling. These cues might involve emotional expression
through body language, such as various facial expressions connected with the particular
emotions we are experiencing. Examples of emotional expression are facial movements
such as smiling or scowling, or behaviors like crying or laughing or angry or sad or
 happy or thankful. Emotional awareness, or the ability to understand feelings, will help
you succeed when communicating with other people. If you are emotionally aware, you
will communicate better.
 Communication is a two way process: It does not merely mean sending and receiving
messages. It also involved a feedback system for complete understanding of the messages
send by the sender. In order to make communication effective the sender should know the
reaction of receiver.
 Communication is cyclic process: The transmission of send’s idea to the receiver and
the receiver’s feedback or response to the sender constitute the communication cycle.
 Communication is a social process: Human being is a social animal. He cannot live in isolation.
Communication is a process which helps the human being to interact and socialize. Hence, it is a
social process.

1.2.1 Communication is a two way process

When a communication channel pushes the flow of information in two directions, back and
forward, it is called two-way communication. In two-way communication, a sender transmits a
message to the receiver and the said receiver sends back his reaction or response to the original
sender in terms of feedback. So, communication having feedback provision can be defined as
two way communication system. Faces to face conversation, phone conversation are the example
of two way communication.
It does not merely mean sending and receiving messages. It also involved a feedback system for
complete understanding of the messages send by the sender. In this communication process,
proper Feedback is expected. In order to make communication effective the sender should know
the reaction of receiver. Faces to face conversation, phone conversation are the example of two
way communication.

Noise

Source Encoding Channel Decoding Receiver

Feedback

Figure-Two-way Communication Process

1.2.2 Communication is cyclic process

In a cyclic process, the system starts in a particular state and returns to that state after undergoing
a few different processes.
In a communication process, which a source sends a message to a receiver by means of a
channel to produce a response (effect), in accordance with the intention of the source
(feedback).

In the process of messages through communication, there involves-

 Initiation: It refers to start of communication by a sender who is the initiator. It covers
sounds, body language and words with expressions in sentences.
 Transmission: It is the fact of passing the message through some channels like verbal
and nonverbal.
 Reception: It refers to the persons who decodes the message and finally sends feedback
to the sender.

The transmission of send’s idea to the receiver and the receiver’s feedback or response to the
sender constitute the communication cycle. The communication cycle can be diagrammatically
shown in figure given below.

Sender Receiver

Has an 6. Sends
idea Feedback

Encodes the
idea, Channel 5. Decodes
formulate the the message
message

Selects an
appropriate 4. Receives
channel the
message

Figure-Communication Process

1.3 Six Step Process of Communication

The Sender:
- The person who initiates a message.
 - Communication begins with the sender, who has a thought or an idea which is then
encoded in a way that can be understood by both the sender and receiver.
1. Has an idea: there is an idea to share it to someone.
2. Encodes the idea, formulate the message- Encoding means converting or translating the
idea into perceivable form that can be communicated to others. It is the process of putting
thoughts and ideas of the message into symbolic form. It is also termed as 'mental wrapping'
of the communication.
3. Selects an appropriate channel:
- The Channel is the medium through which the message travels.
- It is means of exchanging/transmitting the message.
- It is the link that connects the sender and the receiver.
- Choice of appropriate channel for effective communication. This choice of
communication medium varies depending upon the features of communication.
- Selection of Channel is based on-
 cost,
 availability,
 users performance and receivers access and
 impact
- Can be in the form of interpersonal or mass media.
- This can be either:
 Oral – spoken
 Via electronic means - e-mail, fax or through the Web for example
 Telephone
 Paper based - letter, memo, scribbled note, poster etc.
 Image/visual
 Sound
 Silent communication - smell, touch, body language, color, how letters or
numbers are presented.

The Receiver:
Recipient/Decoder is a person for whom the message is intended/aimed/targeted.
4. Receives the message:
- To understand the message, the receiver first get it. If message has been conveyed
through a letter, the receiver first get it and read it.
- The Message is a key idea that the sender wants to communicate
- Factors that determine message-
 Code-which has to do with the way in which symbols are structured?
 Content-the selection of material to express the purpose.
 Treatment-the way in which message is presented that is frequency and
emphasize.
- Communication process begins with deciding about the message to be conveyed. It must be
ensured that the main objective of the message is clear.
5. Decodes the message: It is the process through which receiver provides meaning to the
message sent by the sender i.e., it helps the receiver to interpret or understand the sending
message. Such decoding depends on the knowledge and perception of the receiver, past
experience with the similar communicator, personal desire etc. Barlton & Martin said-
"Decoding is the process of translating the symbols into the interpreted message"

6. Giving Feedback: Feedback means receiver’s response to sender’s message. It increases the
effectiveness of communication. It ensures that the receiver has correctly understood the
message. It helps the sender in confirming the correct interpretation of message by the
decoder. Feedback is the essence of two-way communication. Feedback may be verbal
(through words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also
in form of memos, reports, etc.
There are two kinds of feedback-One is Positive feedback and other is Negative feedback.
Positive feedback confirms the source that the intended effect of the message was achieved.
It tells the source that everything is going in the desired way. The negative feedback informs
the source that the intended effect of the message was not achieved

1.4 Objectives of Communication

Communication is an integral parts of our lives and is intertwined with all the activities and
undertaken by us. Communication is a multi-way process having the following aims or
objectives:
 To strengthen decision making: Effective communication aims at establishing the
efficiency of the official activities. It also increases the productivity of the employees by
helping them take proper decision relevant to different issues.
 To increase productivity: With good communication skills, managers can anticipate
problems, make decisions, co-ordinate work flow, supervise others, develop relationships
and promote products and services.
 To reinforce workflow: Communication act as tool for effective work related flow of
information in an organization. It works to accumulate the motivational flow of
organization.
 To enhance professional image: Organizations may create the impressions of their
company on employees, supervisors, investors, and customers through communication.
For the lack of proper communication process, people misunderstand each other and
misinterpret information.
 To support promotional material: The aim of communication is to expand the
company name and public promotions based on effective promotional materials such as
advertisement, bill boards, online add, posters etc. Without communication and the use of
proper channel, the expansion of company name and fame is impossible.
 To give order: Order is an authoritative communication pattern and it is directive to
somebody who is always a subordinate to do something. Orders will be written. There are
different types of orders such as oral orders, general and specific orders, procedural and
operational orders, mandatory and flexible order. Order should be clear and complete and
then its execution would be possible if a friendly atmosphere is available.
  To invite suggestion: Communication aims at inviting suggestions and recommendations
from different sectors. Suggestion is supposed to very mild and subtle form of
communication.
 To Persuade: Persuasion may be defined as an effort to influence the attitudes, feelings
or beliefs of others, or to influence actions based on those attitudes, feelings, or beliefs.
Persuasion can be done to others if people are convinced through proper communication
method.
 To motivate employees: To motivate the people, communication is an important tools.
 To manage workforce: The objective of communication is to prepare workers for a
change in methods or environment by giving employees the necessary information in
advance. Through communication, the manager encourages subordinates to supply ideas
and suggestions for improving upon the product or work environment and taking these
suggestions seriously.
 To maintain discipline: To maintain discipline in organization level, communication is
necessary. If the employees do not abide the norms of the organization, warning, memos,
explanations are the tool to make communication between controlling authority and
employees to ensure betterment of the situation arise.

Question: Feedback is an important component of communication system.-Explain

Feedback refers to the response or reaction of receiver to the sender’s message. Feedback is the
essence of communication and is the final step of communication process. Without feedback
from the receiver, communication process becomes incomplete. 'Feedback consists of
messages- verbal and non-verbal that convey a reaction to the communicator's message.
Some points highlighting the importance of feedback are mentioned below:

1. Completion of communication: Two-way communication requires feedback from the

receiver. Through the feedback, sender can understand the attitude of the receiver. The
receiver’s feedback to the sender completes the communication process loop.
2. Measuring the effectiveness of communication: Feedback ensures the sender regarding the
effectiveness of his communication. By means of feedback, sender can be sure that the
receiver received the message and understood it in the proper way. Sender needs feedback in
order to determine the success or failure of communication.
3. Understanding the receiver’s view: Feedback helps to understand the receiver’s view and
opinion about the sender’s message. With this understanding, sender can determine the next
course of action.
4. Measuring the appropriateness of media: Message can be transmitted using various media.
Improper media cannot convey the message to the receiver properly. So proper
understanding of the message by the receiver and his feedback proves that the sender has
selected the right media.
5. Making correct decision: Feedback communicates the receiver’s opinion to the sender.
Considering this opinion, the communicator can take proper decision. Information of the
receiver can also improve the quality of decision.
6. Collection of information: One-way communication only sends information. If
communicator wants to gather information, he must seek feedback.
7. Coordination of activities: Responsibility of performing organizational activities is assigned
to various departments. In this case, organizational success depends on proper coordination
of inter-departmental activities. Feedback helps top management to ensure proper
coordination.

The above discussion reveals that feedback is an essential element of communication process.
Through feedback, the sender and receiver can know each other and accordingly they can decide
their next course of action.

Question: Communication is more than words.-Explain

Communication is much more than words going from one person’s mouth to another’s ear.
Communication is done both verbal and non-verbal way. Nonverbal cues, such as body
language, have long been recognized as an important part of communication. Messages are
transferred by the tone and quality of voice, eye contact, physical closeness, visual cues and
overall body language.
Research says, communication is represented by:
 10% words-what is saying verbally
 30% Sounds-tone of voice
 60% body language (non-verbal behavior)
Body Language includes-
1. Eye-contact
2. Facial Expression
3. Silence
4. Gesture
5. Space
6. Crying
7. Laugher
8. Touch
Nonverbal communication seems to have even greater importance than spoken language. More
than voice or even words, body language indications to you what is on another person’s mind.
The human face can produce thousands of different expressions. Our faces convey basic
information to the outside world. A smile sends a positive message and is appropriate in all but a
life and death situation. Smiling adds warmth and an aura of confidence. Again, a firm
handshake, given with a warm, a dry hand is a great way to establish trust and a weak, clammy
handshake covey’s a lack of trustworthiness.
Deliberate movements and signals are an important way to communicate meaning without
words. Common gestures include waving, pointing, and using fingers to indicate numeric
amounts. Example: By waving our hands we express ‘good-bye’; by shaking our head from side
to side we express “we do not know”, A forefinger and a thumb touching to from a circle” means
OK and V means Victory sign etc.

Therefore, it is said that Communication is more than words.

Q. How two persons sitting together are engaged in communication even if there is no
exchange of word between them?
 Lesson-II
Business Communication

1.5 Business Communication-Definition

Business communication is the specialized branch of general communication that is especially

concerned with business activities. When communication takes places among business parties
concerning business affairs or business related issues is known as business communication.
Business communication is nothing but, the communication between the people in the
organization for the purpose of carrying out the business activities.

Business communication is defined as any action undertaken to promote an idea, product,

service or organization, internally or externally, with the objective of propagating the cause of
the business by creating value or making a sale.

According William Scott, “Business Communication is the transmission and accurate imitation
of ideas ensured by feedback, for the purpose of accomplishing organizational goals.”
So, we can conclude that business communication is the process where business related issues,
information, functions, news etc. are exchanged between producers, distributors, buyers, sellers,
suppliers, competitors, government agencies, business parties etc. for efficiently organizing and
administering business.

1.5.1 Examples of Business Communication

Business communication is information sharing between people within and outside an

organization that is performed for the commercial benefit of the organization.

Some examples of business communication are

 Unilever launches a new product for its consumers. The company advertised using
television, radio, newspaper and magazines, billboards and Internet to inform its
customer about this new products.
 Head of zone of a private bank call for a “Business Performance Meeting” in
participation of all branch managers of the zone for reviewing the business performance
of the branches in the last quarter.
 A statement is asked by the head office to the branch office through its regional office.
 A get together has been arranged by “Officers Kallayan Federation” of a private bank.
 At an accounting firm, two CPAs could discuss a problematic client that is threatening to
leave their firm, and the best way to resolve that issue.
 Managing director and CEO of a company meet with regional and departmental heads
through a video conferencing session.
 National Bank publish “Annual Financial report” for the year end 2018.
1.5.2 Role of Business communication in Management

Communication is exchanging information, views, facts between two or more individuals and/or
organization so that an understanding response results. Management is a set of activities
(planning and decision making, organizing, leading, controlling) directed at an organization’s
resources (Human, financial, physical and information) with the aim of achieving organizational
goals in an efficient and effective manner.

Communication and Management are closely related to each other. Business Communication is
considered as the lifeblood of Management. No business can operate even a day without
communication. The basic Management functions like Planning, Organizing, Directing,
Controlling, Supervising, Motivating, Coordination etc. are done through timely and accurate
information provided by Business Communication. In fact communication is a great weapon of
Management. The relationship between Management and Business Communication can be better
understood by the following points of:

Role of Business communication in Management

 Communication and Decision Making: Management is to take decision in different
areas for the smooth functioning of the organization activities. Business Communication
helps Management take proper and timely decision by providing information in relevant
areas.
 Communication and Planning: Planning is one of the most important Management
functions. Business Communication facilitates the planning process by supplying
information, opinions, ideas, logistics etc. from various quarters within and outside the
organization. Without proper Business Communication no effective plan can be made
and carried out. Moreover, Implementation of a plan requires timely communication with
the concerned parties. Thus, communication aims at transmitting a plan throughout the
organization for its successful implementation.
 Basis for Co-ordination: Coordination is a basic management function. It involves
linking the various functional departments of large organizations. Without proper and
timely coordination, an achievement of organizational goals is impossible. Therefore, the
objective of communication is to coordinate the functions of various departments for the
easy attainment of organizational goals.
 Organizing and communication: Organizing can be thought of as assigning the tasks to
various individuals or groups within the organization. Organizing also requires effective
communication with others about their job task and doing the job by them effectively and
efficiently.
 Communication and Motivation: Motivating the employees to respond desirably is
another important function of Business Communication. In organizational
communication, the major task of Business Communication is to motivate the employees
to work harmoniously to attain organizational objectives.
 Communication and Controlling: Controlling is an important function of Management
and Business Communication plays vital role in this controlling process. Business
 Communication provides information to the top executive on different issues that helps
the Management establish a well-managed controlling system in the organization.
 Increases Managerial efficiency: For smooth running of the organization, management
conveys directions, goals and targets, issues instruction, allocates jobs and
responsibilities; and looks after the performance of subordinates. This all is not possible
without effective system of communication.
 Communication and Developing Industrial Relations: Industrial relation means the
relation between the employer and employee. A good labor-Management relation is a
precondition for achieving organizational success but the harmonious relations between
employer and employee can be ensured only by exchanging regular information between
them.

Internal Environment (Owners, Employees, Managers, Director, Policies and

Procedures, strategies etc.)

Communication

Planning Organizing Staffing Leading Controlling

Management Process

Communication

External Environment
 Customers
 Supplier
 Stockholders
 Partners
 Competitors
 Social
 Legal
 Govt.
 Others

Figure- Communication in Management

Form the above discussion, it can be said that Communication serves as the foundation of every
facet of a business. Thus, it can be said that effective communication is the building block of an
organization.
 Lesson-III
Principles of Business Communication

1.6 Seven tools of Effective Communication

Principles of Effective Communication can be described as basic principles that help an

individual communicate in an effectiveness way by focusing on others. There are seven
principles of communication such as Clarity, completeness, courtesy, correctness, conciseness,
consideration, and concreteness. These are also known as 7C’s of Communication which are
applicable to both written as well as oral communication. These are as follows:

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 receiver’s mind set
and convey the message accordingly. Completeness involving communication is extremely
essential to create communication effective. Unfinished massage irritates this readers. This
provides all necessary information answering 5 W’s-Who, What, When, Where and Why. 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. A message should be as brief as possible.

Conciseness signifies declaring exactly what this sender has to declare in the fewest
achievable words. This helps you to save moment regarding both equally sender as well as
receiver. Nevertheless, conciseness must not be attained on the expense of this process
involving completeness. 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.
3. Consideration: Consideration implies “stepping into the shoes of others”. In
communication, Consideration means that the sender prepares every message with the
message keeping the receiver in mind. Effective communication must take the audience into
 consideration, i.e., the audience’s view points, background, mind-set, education level, etc.
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”.

The next guidelines may make certain thought:

 Concentrating on “you” rather than us and us. As an example, for obtaining deposits,
the traditional bank may publicize as “get the maximum return on your own savings”,
Grameen cellular phone promotes the particular services by saying the saying,
“Whatever may be the distance, always remain in touch.” Each one of these
advertising concentrate on visitors rewards.
 Showing reader benefit.
 Putting an emphasis on with enjoyable, good information.
 Making use of integrity and ethics.

4. Clarity: A communication should be definitely clear so the recipient can certainly

understand what the particular sender really wants to communicate. The actual sender always
desires how the recipient interprets the particular meaning while using the exact same
meaning. For this, the particular sender ought to help to make the particular meaning free of
ambiguity and also vagueness. 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. .

5. Concreteness: Concreteness signifies become distinct, particular and vivid rather than vague
and normal. 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.

6. Courtesy: Courtesy in message implies the message should show the sender’s 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.

Sender must maintain desired level of courtesy for the receiver. Courteous messages help
to strengthen present business friendships as well as make new friends.

7. Correctness: Correctness in communication implies that there are no grammatical errors in

communication. The principle of correctness comprises more than proper grammar,
punctuation and spelling. Correct communication has following features:

 It makes use of appropriate and correct language in the message.

 It checks for the precision and accurateness of facts and figures used in the message.
 The message is exact, correct and well-timed.
 Correct message has greater impact on the audience/readers.
 Lesson-IV

Barrier to Communication

1.7 Barrier to Communication

Barriers to communication mean obstacles to the process of communication. A communication

barrier is anything that prevents you from receiving and understanding the messages others use
to convey their information, ideas and thoughts. These barriers may be related to the message,
internal barriers related to thoughts and feelings, or external barriers.

According Louise E Boone, “Communication barriers are the problems that arise at every stage
of communication process and have the potential to create misunderstanding and confusion.”

Barriers to communication may happen at three levels:

1) At the level of sender

2) At the level of medium
3) At the level of receiver.

For convenience of discussion we can classify the barriers to communication in the following
categories:

Physical Psychologica Semantic Personal Organizationa Socio-

Barriers l Barrier Barrier Barrier l Barrier psychologic
al Barriers
Noise Emotions Lack of Personal Wrong Choice Inference
common attitude of Medium
language
Time and Lack of self Poor Lack of Status Bad
distance confidence Vocabulary confidence in /relationship Listening
subordinate

Defects in the Laziness Poor Message Lengthy Inattentiven

medium of knowledge of overload Process ess
communication grammar and
punctuation

Physical Barriers:

Physical Barriers are those barriers which are already present in the environment. Some of them
are controllable by the management whereas some of them are not.

 Noise: Noise refers distraction and interference in the environment in which

communication takes place. Noise may be internal (as when a receiver is not paying
attention) or external (as when the message is distorted by other sounds in the
environment). Noise can occur at any stage of the communication process. For example,
 Environmental noise is the summary of noise pollution from outside, caused by transport,
industrial and recreational activities.
 Time and distance: When two people want to communicate, if receiver does not have
time to listen to communicator then it acts as a barrier. Besides, if there is too much
distance between person-A and Person B, the distance act as a barrier to communication.
 Defects in the medium of communication: Defects in the communication medium is a
barrier to communication. Suppose, two people are communicating over a telephone and
there is some disturbance in the telephone line. So, receiver would not able to get proper
message of the sender. Mediums have to use network facilities which might lead to
technical and technological problems. Mechanical and technical breakdowns such as
computer virus or crash or no network coverage can happen anytime. This are treated as
barrier to effective communication.

Psychological Barrier: The psychological barrier of communication is the influence of

psychological state of the communicators (sender and receiver) which creates an obstacle for
effective communication.

a) Emotions: The communication is greatly influenced by the emotions of a person. If a

person is not in a good temperament, then he would not listen properly to whatever is
said and might say things offending the sender. Several other emotions such as anger,
nervousness, confusion, restlessness, etc. affects the communication process. The same
message may be interpreted in different manners when a person angry or frustrated.
b) Lack of confidence: When there is distrust between sender and receiver then the sender
or initiator suffers lack of confident to communicate with the receiver of the message.
c) Laziness: In organization, sometimes manager feels that the message has already been
passed or spread but actually they don’t take any action to formally pass the message.

Language or Semantic Barrier

Semantic barriers refer to the obstacles caused in communication due to problems with the
interpretation of word meanings. It can be in form of language, sign and symbol. This barrier is
also known as “Language Barrier”.

For examples, an advertisement states, “we sell for less.” It is ambiguous and raises the question:
less than what? In another case, during meeting, a male colleague said to one of his female
colleague, “Why don’t you dye it?” meaning her hair. The female colleague thought he said,
“Why don’t you diet?” she did not speak to him for a month. Semantic barrier presents difficult
challenge when people from different cultures communicate with each other.

a) Lack of common Language- Communication may be done in different languages and

receiver may not be expert in different languages. This causes barrier to communication.
A Bangla speaking boss and Chinese or Hindi speaking employee won’t be able to
communicate each other properly.
 b) Poor Vocabulary: In written communication, we need to use appropriate words for
effective communication. If we cannot use the right words in right situation, it will act as
barrier to communication.
c) Poor knowledge of grammar & punctuation: Grammatical mistakes and wrong use of
punctuation is a common communication barrier, especially in case of written
communication. Incorrect spelling or a lack of punctuation may create confusion. Your
audience may be left guessing what you are trying to say. Spelling errors and
grammatical mistakes may also change the meaning of your message, which might result
in misinformation.
d) Vague Word: Use of vague word in communication causes problem because such word
creates different meaning and therefore the message loses its appeal.
e) Use of Local Dialect: The tone of different region is different and therefore using local
dialect in communication will obviously create adverse impression. This acts as barrier to
communication.
f) Use of Technical Words: Receiver may fail to understand the meaning of technical
words and therefore use of such words in communication hampers the whole
communication.

Personal/Individual Barriers:
Barriers created by the sender and receiver are known as individual barriers. Such barriers
include the following:
a) Personal attitude: The personal attitude and opinions of the receiver often interfere with
communication. If the message is consistent with the receiver’s attitude and opinion they
receive it favorably. When the message is inconsistent with the receivers attitude and
opinions, they are not likely to be received favorably.
b) Lack of confidence in subordinate: Messages are more easily understood when both the
sender and receiver can empathize with each other, as well as with what is being said. In
an organization, when the superior-subordinate relationship is not proper or superior
don’t have faith or trust to the subordinate then the subordinates lack confidence in giving
the message to the superior.
c) Overload of message: Information overload is the situation when a person is given too
much information at a time. Managers are surrounded with a pool of information. It is
essential to control this information flow else the information is likely to be
misinterpreted or forgotten or overlooked. As a result communication is less effective.

Organizational barriers: The barriers that generate form within the organization are known as
organizational barriers may be of the following types:

a) Wrong Choice of Medium: A wrong medium or an inappropriate medium chosen for

communicating a message will act as a barrier to communication. On a shop floor you
cannot use a long written memo of instructions whereas your information on a new
product in the market could be only through an effective and attractive advertisement. If
you select the wrong means of medium in an organization, the message will not delivered
by the sender to the receiver.
 b) Status relationship: Status or position in the hierarchy of an organization is one of the
fundamental barriers that obstructs 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.
c) Lengthy Process: In an organization, there is a hierarchy through the communication
flows. It is more structured and formal way of communication. If the hierarchy is too
much lengthy, it takes a long time for the communication to reach from top to bottom or
from bottom to top. In an organization, information travelling through formal structure
introduces rigidity and causes-delay because of long lines of communication. Similarly,
lack of instructions for further conveying information to the subordinates and heavy
pressure of work at certain levels of authority also act as barriers to effective
communication.

Socio-psychological Barrier:

Problems of understanding, interpretation and response to communication arise partly from our
socially-learnt attributes and partly from our personal attributes. These are called socio-
psychological barriers. Some Socio-psychological barriers are:

a) Inference: Inference is a conclusion that a person draws about another one as per prior
information or as for the past experience. In an organization, when a manager or top level
management has drawn an inference, then it acts as a barrier to communication.
b) Bad Listening: listening properly is the most important part of effective communication.
Poor listening skills definitely make a huge, negative impact on team morale and
productivity. This situation usually results in conflicts and misunderstandings among
team members, and it creates a negative environment.
c) Inattentiveness: Inattentiveness is also treat as communication barrier. Due to
inattentiveness, receiver receives faulty messages. While listening to somebody, we often
unconsciously remain inattentive when the idea being transmitted is new and our mind is
not ready to accept it.

1.7.1 Ways to overcome Communication Barriers

Overcome the communication barriers are essential to ensure effective communication.
Although it is not possible to eliminate all the barriers, they can be minimized to a great extent.
The following guidelines are offered in this regard
 Provision for feedback: In order to make communicate effective, mangers should actively
seek feedback from subordinates. Feedback reduces the chance of misunderstanding and
disparity between the messages sends and received.
 Selecting proper media: Effectiveness of communication largely depends on
appropriateness of media. Therefore, media should be selecting considering some factors
such as importance of message, communication environment, knowledge of the receiver etc.
 Attentive Listening: To make an effective communication, both sender and receiver should
be attentive listener from their respective position.
 Use of Simple and Meaningful Words: Communication must avoid vague words and use
simple words which are meaningful in the mind of receiver.
 Reducing information overload: Communication system becomes defective if more
information flows at a time than is necessity. To resolve this problem, only necessary
information should be conveyed. Moreover, separate messages should be communicated
after certain intervals.
 Informal Relations: Before making any formal communication, informal relations can play
a vital role to make communication effective.
 Clear organizational policy: Organization should have adequate, clear and explicit
communication policies. Such policies will reduce confusion and promote the flow of
communication.
 Reorganization: In order to create a favorable communication climate, complex
organization structure should be reorganized. Reorganization may involve reducing
authority layers and establishing clear authority and responsibility relationship.
 Management development: For improving communication skills, management
development is necessary. This development is possible through delegation of authority,
decentralization, arranging seminars and workshops, providing training on computers and
other electronic means of communication.
 Orientation: Orientation refers to introducing the newly appointed employees with the
company mission, goals, policies, rules and regulations, procedures etc. this can greatly
enhance the effectiveness of communication in the organization.
 Communication audit: One way to improve communication in organization is to conduct a
communication audit. Communication audit means examining and evaluating
communication networks, communication functions and communication principle. If
communication audit is undertaken after certain intervals, communication will obviously
improve.
 Questions and Answer

Q. What happens if I choose the wrong channel to communicate?

In communications, a channel is the means of passing information from a sender to a recipient.

We have several choices of medium in an organization, such as oral, written, audio-visual
communication etc. Effective communication requires selecting an appropriate communication
channel to send the message.

The choice of communication medium varies depending upon the features of communication.
Choice of communication channel is based on Nature of the Message, the richness of
information, cost, availability, user’s performance and receiver’s access and impact etc. The
written channel is more appropriate when the communication is more formal or for keeping
things on record, while emotional messages such as feelings about co-workers are better
conveyed orally.

A wrong medium or an inappropriate medium chosen for communicating a message will act as a
barrier to communication. If you select the wrong means of medium in an organization, the
message will not delivered by the sender to the receiver. On a shop floor you cannot use a long
written memo of instructions whereas your information on a new product in the market could be
only through an effective and attractive advertisement. Similarly, one of the employee is absent
for 1 week without any permission of management. So an explanation is needed to call against
him, which must be in written form.

In fine, it is clear that, proper choice of communication channel is required for effective
communication.

Q. How can sematic, psychological and physical barriers be overcome?

Communication barriers are the problems that arise at every stage of communication process and
have the potential to create misunderstanding and confusion. Mainly three types of barriers are
found, such as sematic, psychological and physical barriers. Now we discuss how those barriers
can be overcome and make communication more effective and meaningful.

Semantic Barrier:
Also known as “Language Barrier”. Semantic barriers refer to the obstacles caused in
communication due to differences in languages, words meaning or pronunciation can create
confusion among the people. The common semantic barriers are-

 Different Languages or lack of Common Language can create obstacles in

Communication. A Bangla speaking boss and Chinese or Hindi speaking employee won’t
be able to communicate each other properly.
  Poor Vocabulary: In written communication, we need to use appropriate words for
effective communication. If we cannot use the right words in right situation, it will act as
barrier to communication.
 Poor knowledge of grammar & punctuation: Grammatical mistakes and wrong use of
punctuation is a common communication barrier, especially in case of written
communication. Words with similar pronunciation but different meaning [Homophones] also
create problems in communication. E.g. Except-accept, fair-fare, council-counsel, principal-
principle [etc].
 Use of Technical Words: Jargon words (Technical Words) used by professionals such
as Engineers/Doctors or any other professionals.
 Vague Word: Use of vague word in communication causes problem because such word
creates different meaning and therefore the message loses its appeal.
 Use of Local Dialect: The tone of different region is different and therefore using local
dialect in communication will obviously create adverse impression. This acts as barrier to
communication.

How to overcome the Barriers:

1. Use proper and common language that can be used by most of the receivers of the
messages.
2. Use of Simple and Meaningful Words-Communication must avoid vague words and use
simple words which are meaningful in the mind of receiver.
3. Learning the correct pronunciation and accent and improving vocabulary.
4. Improve listening skills and then only language can be understood properly
5. Avoid using of more technical words.
6. Know the receiver, to whom messages are conveyed.

Psychological Barrier:
The Psychological or Emotional Barriers refers to the psychological state i.e. Opinions,
attitudes, status consciousness, emotions, etc. of a person that deeply affects the ability to
communicate. The common barriers are:
 Emotions: The same message can be interpreted differently when a person is angry or
frustrated.
 Lack of confidence: When there is distrust between sender and receiver then the sender
or initiator suffers lack of confident to communicate with the receiver of the message.
 Laziness: In organization, sometimes manager feels that the message has already been
passed or spread but actually they don’t take any action to formally pass the message.

Overcome of psychological barriers:

1. Management of emotions.
2. Be humble and respectful towards other people
3. Practice accepting imperfections, especially in yourself.
4. Listen actively and objectively to the message, not the person communicating the
message.
Physical Barriers:

Physical Barriers are those barriers which are already present in the environment. Some of them
are controllable by the management whereas some of them are not.

 Noise: Noise refers distraction and interference in the environment in which

communication takes place.
 Time and distance: When two people want to communicate, if receiver does not have
time to listen to communicator or if there is too much distance between the two persons
then it acts as a barrier.
 Defects in the medium of communication: Suppose, two people are communicating
over a telephone and there is some disturbance in the telephone line. So, receiver would
not able to get proper message of the sender.
 Wrong Selection of Medium

How to overcome:
 To overcome the noise barrier, the source of the noise must first be established. Once the
source has been identified, steps can be taken to overcome it.
 Email, fax, telephone, and videoconferencing can help to lessen the effects of time and
space barriers, particularly for people who are communicating on a global scale.
 Proper selection of medium of communication
 Use adequate technology to overcome the distance and time barrier.
 Lesson-V

Medium of Communication

2.1 Medium of Communication

Communication media refer to the ways, means or channels of transmitting message from sender
to receiver.
Based on the channels used for communicating, communication can be classified as:
1. Verbal Communication
2. Non Verbal communication

Medium of Communication

Verbal Communication Non-Verbal Communication

1. Appearance
Oral Written 2. Body Language
Communication Communication 3. Eye-contact
4. Facial Expression
5. Silence
6. Gesture
7. Posture
8. Space
9. Crying
10. Laugher
11. Touch
12. Time & Space
13. Sound
14. Tone
15. Para Language
16. Position

2.1.1 Verbal Communication

Verbal Communication refers to the form of communication in which message is transmitted
verbally; communication is done by word of mouth and a piece of writing.
It can either be face to face or a conversation over phone or on the voice chats over the internet.
Verbal communication must be short and simple. Verbal communication includes sounds, words,
language and speaking. Individuals working within a business need to effectively use verbal
communication that employs readily understood spoken words, as well as ensuring that the
enunciation, stress and tone of voice with which the words are expressed is appropriate.
According Bartol and Martin, "Verbal communication is the written or oral use of words to
communicate."
Verbal Communication further divided into-
1. Oral Communication
2. Written Communication

Oral Communication
When messages or information is exchanged or communicated is orally is called oral
communication. In oral communication, Spoken words are used.

Most of the time, we use oral communication. Executive spend 60 to 90 percent of their time
talking to people. Face to face conversations, group discussions, counseling, interview, radio,
television, telephone calls, voice over internet etc. is used to express meaning in oral
communication.

Advantages of Oral Communication

 Time saving: Where rapid action is necessary, on that case it is the best way to send a
message orally.
 Cost savings: When the communication is completed in orally, it has not needed any paper,
pen or stamp or computer. So it saves the money of the organization.
 High level of understanding: There is high level of understanding and transparency in oral
communication as it is interpersonal.
 Immediate Feedback: In Oral communication, immediate feedback or response is
obtained. The speaker can get immediate feedback on whether it is creating a favorable
impression on the receiver or whether the receiver will protest or whether the receiver has
receiver has clearly understood his meaning or is feeling perplexed and adjust his message
accordingly.
 Good for interpersonal relationship: Oral communication is mostly carried out helps to
promote friendly relations between the parties communicating with each other.
 Easiness: It is so easy method of communication. It needs little preparation to send a
message. No need of pens, pencils and other writing equipment’s which are needed in
written communication.
 Immediate action: When action is required to be taken immediately it is best to transmit a
message orally. Top level management directly contact with concern people for immediate
action.
 Flexibility: By the demand of the situations, oral instructions can be changed easily and for
these cases maintain the formalities are not necessary. So it is very much flexible and
effective.
 Motivation: In oral communication system, top executives and sub ordinates staff can sit
face-to-face and exchange their views directly, so sub-ordinates are motivated day by day.
Limitations/disadvantages of Oral Communication

 Absence of Permanent Record: In case of oral communication, message are not kept or
preserved and hence no permanent record of the messages is found afterwards.
 Less authentic: Oral communication is less authentic than written communication as they
are informal and not as organized as written communication.
 No legal validity: there is any legal validity of the oral message. As, the oral messages are
not taped and kept records, so it can be denied easily if the situation goes against the
speaker.
 Unsuitable for Lengthy Message: Oral communication is suitable only for oral
transmission of information. It is not suitable for exchanging lengthy messages because of
the chance of missing some vital points.
 Problem for Distance People: Oral communication is not possible if the sender and the
receiver of the message are far away from each other and no mechanical devices are
available to connect them.
 Greater Chance of Misunderstanding: In oral communication there is a greater chance of
misunderstanding both the sender and the receiver may be inattentive while the message is
flowing that may lead to misunderstanding of both parties.
 Distortion of Meaning: The meaning of oral message may be distorted easily as they are
not filed instantly. And distorted message always creates confusion.
 Risk of Leak of Secret Information: In oral communication there is a greater risk of leak
of information. At the time of discussion, some secret information may be leaked out due to
the lack of carefulness of the parties.
 Inaccuracy: Sometimes oral communication suffers from inaccuracy.

Written Communication

As the name implies, a written communication is a means of communication in which transfer of

information from one party to another is done in a written form.

There are so many forms of written communications some of these form include the following:
newsletters, memos, books, articles, circulars, reports, posters, notice, etc. Memos, reports,
bulletins, job descriptions, employee manuals, and electronic mail are the types of written
communication used for internal communication.

For communicating with external environment in writing, electronic mail, Internet Web sites,
letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news
releases are used.

Written communication is the formal way of communication. Message, in written

communication, is influenced by the vocabulary & grammar used, writing style, precision and
clarity of the language used.
Advantages of Written Communication

 Permanent record: The documents of written communication act as a permanent record.

When it is needed, important information can be easily collected from the preserved
documents.
 Legal documents: Written communication can be very useful as a defense during legal
issues.
 Delegation of Authority: It is easier to assign responsibility and to delegate authority among
the employees through written communication. From written message the employees can
better understand their span of activities, extent of authority and the area of responsibility.
 Less Possibility of Distortion: In oral communication the receiver may lose some points at
the time of speech. But in case of written communication, the probability of distortion is
very low because here the content of the message is written.
 Controlling tool: Written communication can help to control the organizational activity.
The written document may be used as a tool for controlling.
 Easy presentation of complex matter: Written communication is the best way to represent
any complex matter easily and attractively.
 Accurate: Through the documents of the written communication top executive can present
the information more accurately and clearly.
 Clear Understanding: In Written Communication the receiver gets the opportunity of
reading the message again and again till he properly understands it. Besides, there is less
possibility of losing or missing any part of the message. In Oral Communication the receiver
cannot request for its repetition if he fails to understand messages. So, written
communication gives a clear and complete understanding of the message as receiver can
read it repeatedly.
 Can reach large number of people: It can be easily disseminated to recipients that are in
different locations.
 Formal communication: Written communication is formal means of communication.
 Longevity: Written document can be preserved for a long time easily. That is why; all the
important issues of an organization should be back and white.

Limitations/disadvantages of Written Communication

The limitations and disadvantages of written communication are given below:

 Expensive: Written communication is comparatively expensive. For this communication

paper, pen, ink, typewriter, computer and a large number of employees are needed.
 Time consuming: Unlike other forms of communication, written communication can take a
considerable amount of time to produce.
 Useless for illiterate person: It messages receiver is illiterate, written communication is
quite impossible. This is major disadvantage written communication.
 Delay in response: It takes much time to get a response from the message receiver; prompt
response is not possible in case of written communication that is possible in oral
communication.
 Delay in decision making: Written communication takes much time to communicate with
all the parties concerned. So the decision maker cannot take decisions quickly.
 Skill required: Effective written communication requires great skills and competencies in
language and vocabulary use. Poor writing skills and quality have a negative impact on
organization’s reputation.
 Lack of direct relation: If there is no direct relation between the writer and the reader,
writer communication cannot help to establish a direct relation between them.
 Lack of flexibility: Since writing documents cannot be changed easily at any time. Lack of
flexibility is one of the most important limitations of written communication.
 Too much paper work and e-mail burden is involved.

Related Question:
What are various forms of written communication? Discuss relative strengths and weakness of
written communication.

Written communication involves any type of message that makes use of the written word.
Written communication is the most important and the most effective of any mode of business
communication. There are various forms of written communication that are discussed in below.

Various forms of written communication

Some of the various forms of written communications that are used internally for business
operations include:

 Memos
 Reports
 Bulletins
 Job descriptions
 Employee manuals
 Emails
 Instant messages

Examples of written communications generally used with clients or other businesses include:

 Email
 Internet websites
 Letters
 Proposals
 Telegrams
 Faxes
 Postcards
 Contracts
 Advertisements
 Brochures
 News releases
Face to face communication

Face to face communication is an important medium of oral communication. When a small

group of people or only two persons involve them in informal talking when they come to face to
face, it is called face to face Communication. It is one kind of two-way oral communication as
both the parties are involved here in conversation.
Everyday people exchange their ideas and opinions through Face to face communication
whenever they get chance. It is a widely used technique of oral but informal communication.

All face communication is oral, but all oral communication need not to be face to face For E.g.
the telephonic talk is oral but not face to face.

In face to face communication at least two individuals (receiver and sender) should be physically
and mentally present at the place of communication.

Characteristics of Face to Face Communication

The important characteristics of face- to- face conversation are discussed below-
 Straight Communication: The important feature of Face to face communication is that it is
very much direct or straight. The parties involved in Face to face communication exchange
message directly without using any media. No other communication technique is as direct as
it is.
 Informal: Face to face communication is very informal. Under this method the sender and
the receiver exchange message freely and openly. No formalities are maintained here.
 Mutual Relation: Face to face communication depends on the mutual relationship between
the sender and receiver of the message. Nobody can interfere in such type of
communication.
 No Cost Communication: Face to face communication is a no cost communication in
nature as it does not require any instrumental arrangements.
 Widely Used: In most of the cases, communication takes place in the form of face to face
conversation. Because of its inherent nature, it is widely used in every sphere of life.
 Word of Mouth Effect: Another important characteristic of Face to face communication is
that it produces huge word of mouth effect. It helps to spread the negative and positive news
about anything of the message.
 Effect of Facial Expression: Another important characteristic of Face to face
communication or communication is that here the facial expression of the sender and the
receiver has immense effect of the entire communication or conversation process.
 Instant Feedback: An important nature of face to face communication is that it produces
instant and quick feedback.

What are the advantages of face-to-face communication?

 Instant Feedback: An important nature of face to face communication is that it produces

instant and quick feedback.
 No Cost Communication: Face to face communication is a no cost communication in
nature as it does not require any instrumental arrangements
 Saves time: Here communication occurs directly between sender and receiver of the
message, so it saves time.
 Minimize the risk of miscommunication: As communication is take place directly to the
sender and receiver, so it minimizes risk of miscommunication. For instance, if someone
use e-mail for communication, it may crates misunderstanding the message.
 Face to Face Communication Makes it Easier to Sense What a Person is Really Thinking
 Shows body language: One of the benefits of face to face communication is the live
feedback translated through the body language and facial expressions. Using face-to-face
communication helps people express their feelings, ideas much better. Other forms of
communication can never provide the advantage. One can also hear the tone of voice which
makes it easier to interpret the person’s feelings. On the other hand, one is able to show own
reactions and emotions.
 Builds relationships: Another benefit of face to face communication is that it helps in
expanding the network and enhancing future communication. It provides a feel of
friendliness which, in turn, boosts the success of the relationships, whether they are personal
or business relationships. Using emails or phones wouldn’t give you the opportunity to build
camaraderie. Face to face communication is great form of persuasion, engagement, and
leadership.
 Face to face communication offers more scope to motivate team members than electronic
communication.

Although the benefits of face-to-face communication are numerous, there would still be some
disadvantages to be addressed.
 No Legal Base: Face to face communication or communication does not have any legal
acceptability as it is not written.
 Ineffective if the listener is not attentive:
 Getting the same message across to different people may be hard with face to face
communication.
 Need a common language to communicate effectively.

How would you distinguish between oral communication and face to face communication?
What are the advantages of oral communication?

Face to face communication is an important medium of oral communication. Oral

communications is when a person speaks as a way of communication via telephone or other
means. Face to Face communication is when two or people are together in a room speaking to
each other.
Difference between oral and written communication

Written communication is the process of communication in which messages or information is

exchanged or communicated within sender and receiver through written form.

On the other hand, oral communication is the process of communication in which messages or
information is exchanged or communicated within sender and receiver through the word of
mouth.

The differences between oral and written communication are of followers:

Points of Written Communication Oral Communication

differences
Record It always has permanent record. It does not have any permanent
record.
Flexibility Written communication is rigid Oral communication is flexible.
Cost Written communication is costly as Oral communication is less costly.
it requires papers
Time It is time consuming process. It saves time.
Consumption
Formality It is formal communication It is informal communication.
Legal Validity Written communication have legal Oral communication has no legal
validity. validity.
Longevity Written document can be preserved Oral communication cannot be
for a long time easily preserved for a long time.
Feedback Immediate feedback is not possible In Oral communication, immediate
in written communication. feedback or response is obtained.
Complex data Suitable of complex data Not suitable for complex data
presentation presentation presentation.
Requirement of Effective written communication It does not require such skill.
skill requires great skills and
competencies in language and
vocabulary use
Risk of leakage Less risk of leakage of information. High risk of leakage of information.

2.1.2 Non Verbal communication

Non-verbal communication (NVC) is usually understood as the process of communication

through sending and receiving wordless messages. That means, when messages or information is
exchanged or communicated without using any spoken or written word is known as nonverbal
communication.
Non-verbal communication includes any communication occurring without the use of words. So,
it is also known as non-word communication. In nonverbal communication, messages are
transmitted through appearance, body language, posture, tone of voice or facial expressions etc.
Nonverbal communication also be in the form of pictorial representations, signboards or even
photographs, sketch and paintings.
So, Nonverbal communication (NVC) is the nonlinguistic transmission of information, views, thoughts
through appearance, body language, posture, tone of voice or facial expressions etc. to the other peoples.

2.1.3 Types of Non Verbal Communication

We will discuss here only the following types of communication that occur without words.

Body Language:
Some parts of our body can express many indications without any sound. Message can be
transmitted with the help of our body movements which is called body language. Body language
is a form of non-verbal communication, which consists of posture, gestures, facial expressions,
eye movements etc. In a community, there are agreed-upon interpretations of particular behavior.
Interpretations may vary from country to country, or culture to culture.
Example:
 By waving our hands we express ‘good-bye’;
 By shaking our head from side to side we express “we do not know”.
 Chewing on the bottom lip may indicate that the individual is experiencing feelings of
worry, fear, or insecurity. Tightening of lips might be indicator of distaste, disapproval
and distrust.
 Crossed arms might indicate that a person feels defensive, self-protective, or closed-off.
 Handshake is an initiating gesture and more formal way of connecting with people and
encouraging them for further interactions. Studies have also categorized several
handshake styles, e.g. the finger squeeze, the bone crusher (shaking hands too strongly),
the limp fish (shaking hands too weakly), etc. Handshakes are popular in the US and are
appropriate for use between men and women. However, in Muslim cultures, men may not
shake hands or touch women in any way and vice versa. A firm, friendly handshake has
long been recommended in the business world as a way to make a good first impression,

Facial expression:
A facial expression is one or more motions or positions of the muscles in the skin of face. These
movements convey the emotional state of the individual to observers. The human face can
produce thousands of different expression. A proverb says, “Face is the index of mind.”
Happiness, Sorrow, Fear anger, sadness, surprise, fear, disgust and all types of emotion can be
expressed through our face and eyes. Happiness is associated with an upturned mouth and
slightly closed eyes; fear with open mouth and wide eyed stare. Flitting eyes and pursed lips
convey a lack of trustworthiness. A lack of crinkles around the eyes suggests a potentially fake
smile. When you're smiling joyfully, they crinkle.

There are six facial expressions such as happiness, sadness, anger and fear, Disgust & Surprise
have the almost same in different areas.
However, interpretation of facial expression across cultures are different. In China and Japan, for
example, a facial expression that would be recognized around the world as conveying happiness
may actually express anger or mask sadness, both of which are unacceptable to show overtly.

Gestures:

Gestures refers to visible bodily actions communicate particular messages which include
movement of the hands, face, eyes, head or other parts of the body. Common gestures include
waving, pointing, and using fingers to indicate numeric amounts. Culture-specific gestures that
can be used as replacement for words, such as the hand wave used in western cultures for “hello”
and “goodbye”.
The following examples are just a few common gestures and their possible meanings:
 A clenched fist can indicate anger in some situations or solidarity in others.
 A thumbs up and thumbs down are often used as gestures of approval and disapproval.
 The "okay" gesture, made by touching together the thumb and index finger in a circle
while extending the other three fingers can be used to mean "okay" or "all right." In some
parts of Europe, however, the same signal is used to imply you are nothing. In some
South American countries, the symbol is actually a vulgar gesture.
 The V sign, created by lifting the index and middle finger and separating them to create a
V-shape, means peace or victory in some countries. In the United Kingdom and
Australia, the symbol takes on an offensive meaning when the back of the hand is facing
outward.

Posture:
The term posture refers to how we hold our bodies as well as the overall physical form of an
individual. Posture can convey a wealth of information about how a person is feeling as well as
hints about personality characteristics, such as whether a person is confident, open, or
submissive. Sitting up straight, for example, may indicate that a person is focused and paying
attention to what's going on. Sitting with the body hunched forward, on the other hand, can imply
that the person is bored or indifferent. In interview sessions, experts advice mirroring an
interviewer’s tendency to lean in and settle back in his/her seat.

Consider the following actions and note cultural differences:

 Bowing not done criticized or affected in US; shows rank in Japan.

 Slouching rude in most Northern European areas.
 Hands in pocket-disrespectful in Turkey.
 Sitting with legs crossed-offensive in Ghana, Turkey.
 Showing soles of feet-offensive in Thailand, Saudi Arabia.
 Slouching in Taiwan is considered disrespectful, while other parts of the world may not think
much of it one way or another.
 In America, standing with hands on the hips may suggest power or pride, but in Argentina, it
may suggest anger or a challenge.
Eye Gaze or Eye contact:
Eye contact indicates looking, staring and blinking etc. which is important in nonverbal
behaviors. Looking at another person can indicate a range of emotions, including hostility,
attention, interest, and attraction, defines power and status and has a central role in managing
impressions of others.
Western cultures mostly consider eye contact to be a good gesture. It shows attentiveness,
confidence and honesty. Other cultures such as Asian, Middle Eastern, Hispanic and Native
American do not take it as a good expression. It is taken as a rude and offensive expression.

Whether or not eye contact is made, who makes it and how long it lasts vary tremendously in
meaning. In many Asian cultures, avoiding eye contact is seen as a sign of respect. However,
those in Latin and North America consider eye contact important for conveying equality among
individuals. In Ghana, if a young child looks an adult in the eye, it is considered an act of
defiance. In America, looking someone in the eye is considered a sign of trustworthiness.

A few examples of the eyes movements:

 when glancing sideways: shows a possible romantic interest, or a flirt
 staring intensively without losing eyes: reveals threatening feelings
 prolonged blinking: indicates a losing interest, usual to happen with raised eyebrows

Appearance and dress:

External appearances also play a vital role to communicate others. Our clothes dress provide a
good visual signal to our interest, age, personality, taste, and sex. Our choice of color, clothing,
hairstyles and other factors affecting appearance are also considered a means of nonverbal can
evoke different moods. Consider differing cultural standards on what is attractive in dress and on
what constitutes modesty. For example, seeing the dress of army officers, we can easily
determine the job status.

Touch:
The meaning of a simple touch differs between individuals, genders and cultures. In Mexico,
when doing business, men may find themselves being grasped on the arm by another man. In
Indonesia, to touch anyone on the head or touch anything with one’s foot is considered highly
offensive.
Touch is culturally determined. But each culture has a clear concept of what parts of the body
one may not touch. Basic message of touch is to affect or control-protect, support and disapprove
(i.e. hug, kiss, hit, kick). Islamic cultures generally don’t approve of any touching to opposite
genders (even handshakes). But consider such touching (including hand holding, hugs) between
same sexes to be appropriate.

Silence:
Silence is another form of non-verbal communication which expresses the positive or negative
meanings of particular messages. In a classroom, silence indicates that students are listening
carefully and attentively.
Space and distance:

Space and distance are also meaningful non-verbal communication technique. Two colleagues of
same rank can sit side by side in an office or even can walk keeping and in hand but a
subordinate has to maintain a specific distance from his boss. Thus space end distance between
different individuals indicates their position and relationship among them.

Time:
There is an old saying, “Time is money” – in modern business culture time is really important.
By using our own attitude towards time we can convey specific message. For example, in our
country sometimes some high officials show their importance by making other people wait for
them. We can also demonstrate our eagerness or positive attitude by arriving at time.

Paralanguage:
Paralinguistic refers to vocal communication that is separate from actual language. Paralanguage
also includes such vocal characteristics as rate (speed of speaking), pitch (highness or lowness of
tone), inflection, volume (loudness) and quality (pleasing or unpleasant sound).
 Vocal characterizers (laugh, cry, yell, moan, whine, belch and yawn). These send
different message in different cultures (Japan- giggling indicates embarrassment; India-
belch indicates satisfaction)
 Vocal qualifiers (volume, pitch, rhythm, tempo, and tone). Loudness indicates strength in
Arabic cultures and softness indicates weakness; indicates confidence and authority to the
Germans; indicates impoliteness to the Thai; indicates loss of control to the Japanese.
(Generally, one learns not to “shout” in Asia for nearly any reason). Gender-based as well
women tend to speak higher and more softly than men.
 Vocal segregates (UN-huh, shh, uh, ooh, mmmh, hummm, eh mah, lah). Segretates
indicate formality, acceptance, assent, uncertainty.

Visual communication:
When communication takes place by means of any visual aid, it is known as visual
communication. Such as facial expression, gesture, eye contact, signals, map, chart, poster, slide,
sign etc. for example, to indicate ‘danger’, we use red sign, to indicate ‘no smoking’, we use an
image showing a lighted cigarette with across mark on it etc.

Difference between Verbal and Nonverbal Communication

Verbal Communication refers to the form of communication in which message is transmitted

verbally; communication is done by word of mouth and a piece of writing. On the other hand
When messages or information is exchanged or communicated without using any spoken or
written word is known as nonverbal communication.
Comparison Chart
Points of Verbal Communication Nonverbal Communication
differences
Meaning When information is exchanges When communication occurs
through words, it called Verbal using neither any spoken nor any
Communication written word, it is called non-
verbal communication.
Use of words It uses either written or oral words. It is non-word communication.
Types Verbal communication are two types- There are many types of
Oral, written nonverbal communication such
as body language, gesture,
posture etc.
Difficulty in People can understand verbal Nonverbal communication is
understanding communication easily, that why it one more difficult to understand.
of the effective mode of
communication.
Variability in Verbal message may not variable in Interpretation of non-verbal
interpretation interpretation communication may vary person
to person.
Consciousness of Verbal communication usually occurs Nonverbal communication takes
communicator consciously place more often unconsciously.
Structured It is highly structured It is unstructured.
Changing of the The means of communication keeps on It is not changes
means changing with the advancement in technology,
for example in 90’s telephones were mostly
used for the communication, nowadays
smartphones are widely used for the
communication purpose.
Misunderstanding No or very little chance of High chance of
of data misunderstanding of messages misunderstanding of the
message.
Cultural Barrier No or little impact of cultural Culture have great impact on the
variations. nonverbal communication.
 Question and answer

Q. A successful telephone conversationalist takes care of a few aspects consistently—

discuss.
Ans. Conversation is simply talking to someone else, usually informally. One form of dyadic
conversation is interaction between two persons on the telephone. It is one of the commonest and
fastest ways of exchanging views among the people. In this form the advantage of using body
language and eye-contract is absent but it is considered as alternative to face to face
conversation. Behaving properly on telephone is not an attitude, it’s a skill, an art. A successful
telephone conversationalist takes care of the following important points.
 A successful telephone conversationalist begins with verbal handshake, i.e., by
introducing himself, his designation and reason for calling. It is suggested that
conversation begin the phone call with an appropriate greeting.
 An effective conversationalist tailor his style in accordance with the person he is talking
to.
 He tries to limit social conversation, give concise answers and avoid long ramblings.
 He focuses on his talk when on the phone and never talks anyone else.
 During conversation, he cultivates cheerful and friendly tone.
 He remains courteous and patient listener in all the circumstances.
 He while getting the message ask questions to determine what callers want, listening
affirming and making the right responses to show that he is listening.
 He replies or rings back, if he is asked to.
 Keep a 'smile in your voice.'
 A conversation is not a debate and it’s not an argument.
 He must be remember, conversations are talks between two or more people. In all
respect, the other people must be given opportunity to talk.

In fine, we can say that, a conversationalist must takes care the points mentioned above for better
conversation among the people and make the telephonic conversation more effective in all
respect.

Q. How body language can be used to improve the effectiveness of a verbal message during
an oral interaction? Discuss.
Ans. Body language is a type of nonverbal communication in which physical behaviors such as
facial expressions, body posture, gestures, eye movement, touch and the use of space, as opposed
to words, are used to express or convey information. Body language plays an important role in
making oral presentation effective. It can make all the difference between a dull, static
presentation and a dynamic, engaging one. A confident and positive language attract the
listener’s attention body and makes communication effective.

Body language and non-verbal cues are perhaps the major detrimental of how effective we
are as presenters. The cues and messages that we send out while we are speaking during
our presentations can both reassure our audience and reinforce your spoken message. Thus
keep these simple guidelines in mind as developing presentation skill.
 For effective communication by using body language, there is golden rule: “Be natural
and relaxed”:
 Maintaining Eye Contact: Always maintain eye contact with your audience. Using eye
contract when speaking is a great way to engage the audience, but it can also emphasize the
content of your speech by reflecting empathy or underscoring the seriousness of what you’re
saying.
 “Be facially expressive”: The first and most obvious thing to remember is to make sure that
you are using your face at all. Giving a presentation with a blank face, without any particular
facial expression is like speaking in a monotone – no matter how great your content is, your
audience will not be engaged. Even some simple steps from the outset, such as opening your
eyes wider, raising your eyebrows a little, and smiling, can make a huge difference in setting
the tone for your presentation. Your facial expressions convey your emotions. A frowning
person is usually upset. Offer a smile when talking to someone, as long as it is not
inappropriate to the situation.
 Dress appropriately. Dress is symbol of personality. An individual’s clothing style can
demonstrate level of confidence, cultural origin or preference, interests, age, level of authority,
values and beliefs. Dressing correctly helps you create the first impression among your
audience. The rule of thumb is to dress one level nicer than the audience will be dressed.
However, Casual dressing is a strict no in office presentations. Pick the right colors. There is
a psychology behind this. A gray suit or blazer reflects that you are personable and
approachable while a navy blazer or suit reads more authoritative. Pinstripes, when added to
either suit choice, adds an element of professionalism.
 “Smile often”-Smiling is an important aspect of body language during a presentation. It’s
easier to engage with your audience when you smile all throughout your presentation. They’ll
be more likely to reciprocate your smile and pay attention to what you’re saying.
 Mind Your Posture-Hunched shoulders and slouching can indicate insecurity while straight
shoulders, erect and tall posture convey confidence. Proper posture enables one to make oral
presentations forceful and compelling. It adds power to one's presentation. With this in mind,
here are a few Do’s and Don’ts when it comes to posture during a presentation:
 DON’T slouch
 DON’T be tense
 DO think about your audience
 DO be adaptable
 Body movement or gesture: if you stand still without moving any other part of your body, it
can create a very strange impression. The purpose of using gestures when giving a
presentation is to make your message clearer and more interesting. In short, your gestures
should mean something. For example, if you are making a contrast between big and small,
you can use hand gestures to represent this. If you are giving a numbered list, you can show
the numbers with your hand so that both people’s eyes and ears are engaged.
 Put space to good use: The stage is yours for the taking, so put it to good use. Moving
around on stage tells your audience you’re comfortable in your own skin. You don’t want to
 stay in one place all throughout your presentation. Rather, you want to move around from
one spot to another. Move naturally though, you don’t want to look like you’re moving
around just for the sake of it!
 Speak clearly and confidently: Speak naturally, clearly and in your regular voice. Avoid
sighing repetitively or speaking in a high-pitched voice. Take a deep breath before speaking.
Think before you speak. Speaking in a monotone voice is a surefire way to bore your audience. Vary
your vocal tone.
 Leave your hands free so that you can emphasize points naturally.

Q. Identify the different criteria for making effective oral presentation.

Ans. The oral presentation is a brief discussion of a focused topic delivered to a group of
listeners in order to impart knowledge or to stimulate discussion. The main purpose of an
oral presentation is to present subject content in an organized, concise and effective manner to a
live audience. Following are the criteria for making effective oral presentation.
a) Before Presentation-Planning
i) Analyze the audience-detailed audience analysis must be made before
presentation. i.e., analysis of needs, age, education, language, culture of the
targeted audience.
ii) Determine the purpose of the presentation.-What is the purpose of the
presentation?
iii) Select the effective information that will be best fitted for the presentation. It is
based on the purpose of the presentation.
b) Preparing:
Preparation is the key to giving an effective presentation and to controlling nervousness
of the presenter. Practice the presentation several times. Know your Topic well. Good
preparation and realization will give expertise on the topics and will boost self-
confidence of the presenter.
c) Presenting
i) Begin the presentation by telling the audience what is the topic is and what will
the coverings.
ii) Introduce yourself if needed, providing your affiliation and/or credibility.
iii) Reveal your topic to the audience and explain why it is important for them to
learn about.
iv) Give a brief outline of the major points you will cover in your presentation
v) Dress neatly and appropriately. The rule of thumb is to dress one level nicer
than the audience will be dressed.
vi) Speak clearly, audible voice. Loud enough to clearly heard in the back row.
vii) Stand up straight, don’t slouch or drape.
viii) Act as natural and relaxed as possible
ix) Make frequent eye contact with the audience. Really look at the audience as
you talk to them. Engaging them directly with your eyes transfers a bit of
your energy to them and keeps them focused on your content. Making eye
contact says that you are in charge of the room and for a presentation.
 x) Be aware of your body posture. Use gestures to emphasize points and move about
the space if possible.
xi) Keep smiling face always.
xii) Explain the points with clear explanations. Provide sufficient evidence to be
convincing. Use analogies and stories to explain complicated ideas and to build
repetition.
xiii) Use PowerPoint or visual aids, act as supporting the evidence of the presentation.
xiv) Never apologize the audience for state of knowledge or degree of preparation.
xv) Never turn back on audience and try to avoid walking in front of projector.
xvi) Adhere strictly to the time limit.
xvii) At the conclusion of the presentation ask for question, respond to the question
politely and briefly.
xviii) At the end of presentation, summarize the main points and give strong concluding
remark that reinforces why the presentation is of value.
xix) Show your enthusiasm up to the last moment.
xx) End with, “Thank You.”

Q. Explain the logical approach to effective speaking.

Speaking is an act of making vocal sounds. We can say that speaking means to converse, or
expressing one's thoughts and feelings in spoken language. To speak often implies conveying
information. Speaking effectively is defined as speaking in such a way that your message is
clearly heard and, if possible, acted upon. As a mean of communication, effective speaking
plays a vital role in people’s lives. Though everybody speaks every day and is able to express
ideas, thoughts, or requests, not everybody can do it well.
Here are some points which are the logical approach to effective speaking.
 The first thing for effective speaking is to know your audience, goal and the environment,
where will be speaking.
 The most important objective of any speaker is to appear credible and knowledgeable
about his or her subject. Speak to the audience as if you were having a conversation and
grab the audience’s attention in first few minutes with question, startling comment,
inspiring story or funny experience. This will connect you with the audience
immediately.
 Telling your audience in advance what to expect is an essential part of presenting
information to them.
 Use plain and simple words unless the audience is specialized in the subject area.
 Use complete simple sentences for the message to be easier to comprehend.
 Do not use unofficial, local or slang languages in the presentation.
 Do not speak too fast. It is difficult to comprehend information if much of it is presented
in a short period of time.
 Make pauses. Pauses between sentences and ideas will give a listener some space to think
the words over, to understand the message.
 Structure and connect ideas. Major points should be presented in a logical manner.
  Support ideas not only with words, but with intonation and nonverbal means of
communication as well. Proper intonation can stress certain ideas you want to draw
attention to. Nonverbal means of communication, such as gestures and facial expression,
establish a closer connection with the audience, and enhance the message being
communicated.
 Use visual aids to increase retention of your message.
 Reduce the nervousness by taking several deep breaths immediately before you
introduced.

Q. Explain how facial expression can lead to miscommunication? Support your answer
with special reference to cultural variation.

Ans. The varying cultural backgrounds and our learned behavior specific to the culture defines
every nonverbal communication such as body language, personal appearance, facial expression,
gestures, postures or even silence. Every culture interprets nonverbal communication differently,
therefore miscommunication can occur when intercultural people do communicate. People can
offend others without meaning to due to their cultural differences in non-verbal communication.

The human face is extremely expressive – able to communicate countless emotions without
saying a word. Happiness, Sorrow, Fear anger, sadness, surprise, fear, disgust and all types of
emotion can be expressed through our face and eyes. Interpretation of facial expression across
cultures are different. In China and Japan, for example, a facial expression that would be
recognized around the world as conveying happiness may actually express anger or mask
sadness, both of which are unacceptable to show overtly.

Such differences of interpretation may lead to conflict or escalate existing conflict. Suppose a
Japanese person is explaining her absence from negotiations due to a death in her family. She
may do so with a smile, based on her cultural belief that it is not appropriate to inflict the pain of
grief on others. For a Westerner who understands smiles to mean friendliness and happiness, this
smile may seem incongruous and even cold, under the circumstances. Even though some facial
expressions may be similar across cultures, their interpretations remain culture-specific.

A smile is one of the most common examples of a facial expression in different cultures. While
Americans smile freely at strangers, in Russia this is considered strange and even impolite. In
Asian cultures a smile isn't necessarily an expression of joy and friendliness but it can be used to
convey pain and embarrassment.

Since one expression might have more than one interpretation, and these variations and
differences may lead to conflict or escalate existing conflict, it is therefore important to
understand something about cultural starting-points and values in order to interpret emotions
expressed in cross-cultural interactions.
Q. How can making eye-contact be supportive to pay attention on you?

Ans. The old saying that “eyes are a reflection of your inner self” holds true in most cases. There
are a lot of meanings to eye contact. Eye contact is a form of nonverbal communication and is
thought to have a large influence on social behavior. Our eyes reflect our sincerity, integrity and
comfort when communicating with another person. Eyes are a way of building a connection
with the other person.
Eye contact is of vital in a face to face conversation and presenting a topics to the audience. If
somebody is needed to attract the audience or people to whom talking to, just keep eye contact,
just match your eye contact with your partner's/audience. Studies show that simply looking
each other in the eyes without saying anything can make someone feel attracted to you. When
you are trying to attract someone and show them you are interested you can talk and listen with
your eyes.

When a person you like is speaking use the whole face as your focal point. Look at their eyes,
listen to what they are saying, smile in the appropriate places, raise your eyebrows in the
appropriate places. If you feel you are staring at them move to their other features such as their
lips, their cheeks, their nose and then back to their eyes. Smiling when listening to someone is a
great way to show you are interested in them, obviously don’t smile when they have just told you
their pet died last night.
A person must ensure that he / she should not fix his gaze at one person for a long time. Too
much fluttering of eyes could indicate lack of confidence. Staring at a person could be daunting
and hence is not such a good idea.
Keeping eye contact with the person you are talking to indicates interest and saying to the person
“You are important and I am listening”. Eye contact is an important tool that everyone should
use to strengthen relationships on both a professional and a personal level.
 Lesson-VI
Communication in an Organization

Organizational Pattern and Communication

Every firm has an organizational pattern to carry out its activities. Traditionally, organizational
structure has always been in the form of a hierarchy. A pyramid organizational structure
functions following the shape it's named for, with one leader at the top, a small executive
leadership team below, and tiers of managers leading down to the bottom team of employees.
Each tier of managers manages the tier below, which distributes the responsibility more evenly.

The power of major policy decision lies with the board of directors, while execution of the policy
is entrusted to the Managing director. The managing director passes on all relevant information
to departmental managers, who in turn, issue instructions to the first line managers or
supervisors. The first line managers who supervise and coordinate the activities of operating
employees. This level of management responsible for assigning of jobs and tasks to various
workers, guiding and supervising employees on day-to-day activities of the organization.

Organization has a hierarchical line of authority along which runs a communication channel for
transmitting all written and oral messages. In the organization the information flows from top to
bottom or bottom to top. The top level management send the information to the next hierarchy of
management and take feedback from the lower level of management. The exchange of
information also occurred between people of same level in the organizational hierarchy.
Information can also move diagonally between and among levels of an organization, such as a
message from a customer service department to a manager in the manufacturing department or a
message from the chief financial officer sent down to all department heads.
Board of Director Initiator or Sender
Receiver of the Message

Managing
Director

Senior Management

Middle Level Management

First line Supervisor

Receiver of the
Initiator or Sender Worker/Clerk Message

Figure-Organizational Pyramid

From the above it is called every organization has a communication pattern like a pyramid,
where organization hierarchy is maintained in all types of communication.
 Types of Communication within the Organization:

In an organization, communication can be divided into two types-

1. Formal Communication
2. Informal Communication.

Communication

Formal Communication Informal Communication

Downward Upward Horizontal/ Single Strand Gossip Probability Cluster

Communication Communication Lateral
Communication

Formal Communication

When an organization communication occurs by following the prescribed or official or

predetermined rules, policy and regulation of the organization is called formal communication.
The formal communication follows a proper predefined channel of communication and is
deliberately controlled. It is governed by the established chain of command.

So, Formal communication is that communication which follows the chain of command
established by the organization hierarchy.

Formally, a clerk in any sections cannot communicate with the Managing director directly. His
message needs a proper channel to reach Managing director like as:

Clerk Supervisor Departmental Manager Managing Director

Formal communication occurs in formal and official style. Both verbal and written
communications are used in formal communication. The verbal or oral media includes
conversation through telephone, mobile, etc., talks/consultation in departmental meeting, group
discussion, seminar, video conference, interview, etc. Written communication includes printed
statements, new bulletin, journals and periodicals, fax, e-mail, telegram, letter, etc.
Formal communication may flow vertically or horizontally. Vertical communication can flow
downwards or upwards. Horizontal communication flows between of equal or comparable status.
Features or characteristics of formal communication

The important features or characteristics of formal communication are as follows:

 Well defined rules and regulations: Formal communication has well defined rules and
regulations.
 Bindings: Employees of the formal organization is bounded to follow formal rules and
regulations.
 Chain of command: Proper chain of command is followed by formal communication.
 Delegation of authority: Authority is delegated by the superiors to the subordinates
through this communication.
 Use as a reference: Documents of the formal communication is recorded by the
organization. S, these recorded documents are used as a source of the employees.
 Recognition: Formal communication occurs among the employees of the organizational
structure. So it has recognition.
 Task related: All types of formal compunction within the employees should be task
related.
 Routine Communication: Generally formal communication is a routine communication of
the employees.
 Cooperation and co-ordination: Formal communication is a part of cooperation and
coordination.
 Status symbol: Formal communication of the employees shows the status symbol.

Advantages of Formal Communication

The main advantages of formal communication are given below:

 Smooth Communication System: Formal communication moves through pre-determined

channel and therefore everyone is aware for where and how to send the message. So, it
does not face any problem to flow.
 Easy communication system: The top level management communicates with their
employees by using formal downward communication system. Again the employees
communicate with their higher authority to use this system. It is very much easy to
communicate with each other.
 Quick accomplishment of work: Sometimes the rapid communication is to be needed
with the employees. To use the formal downward communication system it is possible to
communicate with the employees quickly. So the work may be done timely.
 Maintenance of discipline: Under the formal communication system the workers are
bound to be careful to their own duty. So ultimately it makes discipline in the
organization.
 Ease of cooperation and coordination: Cooperation and coordination is very much
essential to carry out the business activity smoothly. Formal communication is a part of
coordination. So, coordinated activities can be done properly and easily through formal
communication.
  Use as reference: Documents of the formal communication is recorded by the
organization. So, these recorded documents are used as a source of the employees.
 Ease of delegation of authority: Authority is delegated by the superiors to the
subordinates through the help of this communication.
 Permanent record: The copy of formal communication is always preserved in the file
and it is used as reference. As a result, it is easy to seek the copy of it if necessary.
 Less chance of misunderstanding: Formal communication is generally written. So, there
is less possibility of any ambiguity or misunderstanding;

Disadvantages of Formal Communication

 Authoritarian System: Formal communication states clear relationship between upper

level management and lower level management. When there is a downward
communication, there is an authoritarian tone to dominate lower level employees.
 Time Consuming: Formal communication process passes through various stages or
levels of an organization and therefore requires more time to reach to its destination. This
is ultimately wastage of time.
 Inflexibility: It is a rigid form of communication as make up or change cannot be
considered easily when required.
 Costly: This sort of communication maintains all formalities of communication for
which it involves more cost.
 Lack of Initiative: In such communication there is no option to select any other system
which is the best one compared to the prescribed system. As a result creative ideas are
ignored here.
 Lack of cordiality: In the formal communication system the subordinate staffs strictly
follow the order of superior authority. So the implementer of the order does not obey
their duty properly.
 Delay in decision making: In formal system, it takes much time to take any decision as
there is an organizational hierarchy.
 It is less effective where personal guidance and motivation are necessary

Downward Communication

Downward communication is that communication in which information flows from superior to

subordinates. Through downward communication, managers communicate organizational goals,
policies, procedures, orders, instructions, decisions etc. to their subordinates. For example,
managing director communicating with the heads of various departments in an organization, a
manager giving directives to an assistant manager or supervisor and supervisor giving instruction
to the workers, all are engaged in the process of downward communication.

Newstrom and Davis defined, “Downward communication in an organization is the flow of

information from higher to lower levels of authority.”
Downward communication is eminently suited to an organization in which the line of authority
runs distinctly downwards, with each rank clearly below another, to which it is directly related.
Downward communication can be of written or oral. Written forms of downward communication
are manuals, handbook, notices, electronic news displays etc. whereas, face-to-face conversation,
telephonic conversations, speeches, meetings etc. are the oral media of downward
communication.

Head Office

Zonal Office

Branch Manager

Customer Manager Credit Manager Operations Manager

Customer officers Relationship Officers Cashier

Figure- Downward Communication system of a bank

Objectives of downward communication | Purposes of downward communication

Downward communication mainly aims at providing subordinates with the goals, policies, and
procedures of the company along with the instructions, orders, and directions of the superiors. In
the following the main objective or purposes of downward communication are discussed:
 To inform the subordinates: The prime objective of downward communication is to
communicate organizational goals, plans, programmers’, policies and procedures to the
employees. Downward communication also helps the employees to understand their duties
and to relate their duties to those of others in the organization.
 To give task directives: Another main objective of downward communication is to give a
directive to the subordinates. Though downward communication, manager’s issue various
task directives to their subordinates and them well informed of their duties.
 To explain organization policies and procedures: Subordinates may not always correctly
understand the inner meanings of organizational policies and procedures. In such a situation,
managers provide necessary explanations of organizational policies, and procedures to the
subordinates through downward communication.
 To provide performance feedback: Downward communication is a means to provide
performance feedback to employees. Based on such information, employees can take steps to
improve their performance.
 To delegate authority: Delegating authority is necessary for the smooth functioning of the
organization. Downward communication is the vehicle through which superiors delegate
authority to their subordinates.
 To Motivate and inspire employees: Another objective of downward communication is to
motive and inspire employees. Through downward communication, managers communicate
various motivational programmers’ to the subordinates. Moreover, employees also feel
inspired when superiors talk with them.
 To establish discipline: In performing organizational activities, proper discipline should be
maintained. Through downward communication, manager’s issue task related rules and
regulations time to time in order to maintain discipline.

Advantages of downward communication

The major advantages of downward communication are highlighted below:

 Delegating authority and responsibility: Delegation means entrusting the subordinates with
some responsibilities along with due authority. It is essential to make the subordinates
capable in performing their jobs. Since downward communication starts form higher level, it
helps mangers in delegating authority and responsibility to the right persons.
 Maintaining Discipline: In downward communication system, a chain of command is
established that helps to develop a sense of discipline among the employees.
 It increases efficiency: In case of downward communication employees always receive
instruction from the executives, as a result their operational efficiency increased.
 Informing organizational plans and procedures: Through downward communication, the
top-level executives communicating the plans, policies, strategies’ and procedures of the
organization to the lower levels.
 Explaining the complex issues: Sometimes subordinates need explanation of organizational
policies and procedures. In such situations, managers rely on downward communication to
provide necessary explanations and analysis.
 Avoiding by-passing of hierarchy: Downward communication takes place by following the
established chain of command of the organization. Thus, it reduces the chance of sending
message to someone through by-passing the immediate subordinate.
 Maintaining good labor-management relationship: When top-level executives
communicate with their subordinates sincerely and courteously, it develops good
interpersonal and inter-group relationships between management and workers.

Limitations or disadvantages of downward communication

1. Under communication and over communication: Downward communication often marred

by either under communication or over communication, i.e., a superior may either talk too
much or too little about a job. Under- communication may also involve incomplete
instruction. Over- communication may lead to the leakage of confidential information or the
message may get lost in a jungle of irrelevant details.
2. Delay: The lines of communication in downward communication is being very long,
transmitting information to the lowest level is time consuming process. As it takes time in
every stage, so unnecessary delay occurred in downward communication.
3. Loss of information: Unless the communication is fully written, it is not likely to be
transmitted downwards in its entirely. A part of it is almost certain to be lost. In fact, it has
been experimentally verified that ‘only 20% of the communication sent downward through
five levels of management finally gets to the workers’ level.’
4. Distortion: In the long lines of communication, information may be distorted because of
exaggeration, making under statements, giving unconscious twists etc. Whenever a piece of
information passes on from one individual to another, it may lose a little of its authenticity.
5. Lack of feedback: In downward communication is a one way communication system. So
there is no opportunity to provide reaction about the work to the subordinates.
6. Filtering: Filtering also prevents some information from travelling down the lines. It is
different from loss of information inasmuch as it is a conscious process while loss of
information is a natural one. In filtering, intermediate executives hold back some information
either thinking it is to be unnecessary or fearing that it might be unpalatable.
7. Resentment by subordinate: Downward communication is authoritarian and directive in
nature and does not allow the employees in decision making process and their creativity. For
this reason employees become frustrated.

How can you make downward communication effective? Or, Essentials of effective
downward Communication:

Downward communication is the most common form of communication in an organization. It is

the most effective way to direct, supervise, and guide the employees for attaining organizational goals.
But unfortunately in many organizations it becomes just a formality through which information
can be transmitted but inspiration cannot be transmitted. To make the down ward communication
more effective following points must be considered:
1. Managers should be adequately informed: Managers should keep themselves well informed
of the objectives, activities and achievements of their organization. If they are themselves in
possession of adequate information, they will be able to transmit information of their
subordinates in an effective manner.
2. Developing communication plan: Managers must work according to a communication plan.
They must decide beforehand how much information is to be communicated and at what
time. This will ensure that there is neither a communication gap, nor over communication or
under-communication.
3. Shortening the communication lines: Some authority should be delegated to higher level to
lower level to shorten line of communication. There should not be over concentration of
authority at the highest level. If an organization is so structured that orders and instructions
can originate at various level, the lines of communication will get shortened. Thus delays will
be eliminated and possibility of distortion is minimized.
4. Information must be passed on to the right person: Information must be passed on to the
right person in the hierarchy. If the managing director bypasses the Zonal Head,
 communicate directly with the lower staff, he is subverting the organizational structure and
creating future problems for smooth flow downward communication.
5. Positive communication attitude: In order to make downward communication effective,
managers need to develop a positive communication attitude. They must realize the necessity
of communicating continuously with the subordinates for achieving organizational goals.
6. Using proper media: In order to make downward communication effective, communicator
should use officially recognized channels or media. Sometimes they can use informal
channel to supplement the formal channels.

The above stated elements will make downward communication effective and help the
organization in performing its activities successfully. Therefore, management must give proper
attention to the above stated elements.

Methods of Downward Communication

Both written and oral methods are used in transmitting messages of downward communication.
Actually, section of media depends on the nature, urgency and importance of the message to be
communicated. The followings are the frequently used media or methods of downward
communication.
• Oral Media or Method: Downward communication is mainly done by means of oral media
or method. Usually, the supervisors give instructions to their subordinates through face-to-
face and telephonic conversation. Beside this, managers also exchange relevant information
to their subordinates through meetings, conferences, lectures etc.
• Written Media or Method: Written communication may be used in the following ways:
1. Important directives to initiate actions….letter, memorandum, email etc.
2. Announcement of policies and procedures- Circulars, Manuals, bulletins etc. e.g., MD’s
declaration regarding AML and CFT of all Bank.
3. Activities and achievements of the organization-annual report, house organs, notices etc.
4. Miscellaneous information-Posters, booklets, notices etc
• Other Media or Method: In addition to oral and written media or method, audio, visual and
audio-visual media are also used in downward communication. Radio, television, poster,
signal, symbol, graphs etc. some of the commonly used instruments that convey messages to
the subordinates.

However, the downward flow of information is dominated by oral means. It more natural for the
foreman to issue oral instruction to his workers. The managing director would find it more
convenient to convene a meeting of the departmental heads and pass on relevant information to
them rather than writing them lengthy letter.

Upward Communication
The communication channel which pushes the flow of information upward is known as upward
communication. Managers of the business organizations have to receive information continually
form the levels below them to know about the progress of works. It’s occur when information
flow upper the hierarchy form subordinates to superiors. Media of these types of
communications are meetings, suggestions, direct letters, direct communications etc.
According to Bovee and others, “Upward communication is the flow of information form lower
level to higher levels in the organization.”
This communication takes place either in the nature of feedback or in the nature of original
thoughts and suggestions at the initiative of the lower levels.
Upward communication is primarily non directive and is usually found in participative and
democratic organizational environment.
Upward communication is often made in response to downward communication; for instance,
when employees answer a question from their manager. In this respect, upward communication
is a good measure of whether a company’s downward communication is effective.

The following types of messages or information is communicated through upward

communication:
o Progress and performance reports.
o Problem and exceptions to routine performance.
o Ideas and suggestions for improvement and problem solving.
o Requests for financial and accounting assistance and information.
o Expression of attitudes, grievances and disputes that influence performance both directly
and indirectly.

Figure-shows simple upward communication process in a branch of a bank

Head Office

Zonal Office

Branch Manager

Customer Manager Credit Manager Operations Manager

Customer officer Credit Officers Cashier

Figure-Upward Communication of a bank

Importance of Upward Communication/Advantages of Upward Communication

Upward communication is an essential communication in every business organization to improve

organizational progress. Upward communication provides a vital instrument, feedback for
planning and controlling activities of the organization. The respective advantages of such
communication are as follows-
1. Providing feedback: The subordinate’s reaction is returned to the superior in this
communication system. So, top level management can decide what to do and what not do
clearly understand and followed.
2. Providing constructive suggestion: Upward communication allows the employees to inform
their views regarding the implementation of company policies.
3. Development of plan: The information received from subordinate plays important role to
help development of planning of the organization.
4. Sharing Emotion: Upward communication acts as a bridge of sharing emotion between the
employees and management. It gives the employees as opportunity to vent their problems
and grievances. The subordinates can share their feelings with the management because of
the presence of upward communication.
5. Promote participation: By encouraging employees to make suggestion, upward
communication helps to bring in elements of participative management in the organization.
6. Decision making: Top level executives or superiors needed much information before taking
a decision on a particular issue. Subordinates supply this information through the help of
upward communication.
7. Motivating to employees: Upward communication system allows lower level staff to express
their attitude or opinion to upper-level staff. As a result, sub-ordinates are influenced to work
more towards fulfillment to target.
8. Creating favorable environment: Upward communication helps to develop a favorable
working situation in an organization by creating a good relation among all employees.
9. Promote harmony: Upward communication creates a friendly environment in the
organization which leads to a peaceful and harmonious relationship among the subordinates
and superiors.
10. Facilitating collective decision: Since upward communication is participative in nature. It
communication allows the subordinates to convey their feelings, constructive suggestions
and opinions and the work-related in the decision making process.
11. Easier Introduction of New Schemes: In upward communication system, the subordinates
feel themselves as a part of decision making process. Hence, management can introduce new
schemes without the resistance of the employees.

From the above discussion, it is clear that upward communication offers a number of
advantages for the organization that helps achieving organizational goals and objectives.

Limitations / Disadvantages of Upward Communication

Its usefulness notwithstanding, upward communication is difficult to establish, for it is just like
moving against force of gravity. Although upward communication is merited with many
advantages it is not very easy to have a smooth upward flow due to following reasons:
• Awe of authority/Unwillingness: Employees are usually reluctant to initiate upward
communication. The managers might keep their doors open but in awe of authority, are
unable to overcome their inhibitions and express them freely.
• Fear of Adverse Effect: Employees often feel that if they communicate their problems to
their superiors, it may adversely reflect on their own efficiency. If a supervisor faces some
problems in getting cooperation from his works workers and points it out to the departmental
manager, the latter departmental manager might feel that the supervisor himself is
incompetent.
• Distortion of messages: Upward communication is intentionally distorted. In many
occasions, it is found that employees for their self-interest or to get relief from accountability
edit the data or information before it is passed to their superiors. Such distortion hampers the
real objective of any communication.
• Filtering: A common problem with upward communication is filtering. If there is a risk of
punishment of some kind then people will paint communications with a rosy glow, toning
down the bad bits or saying all is well when in fact it is not.
• Bypassing: In the process of upward communication, sometimes workers directly approach
the topmost authority with their suggestions or bypassing their immediate boss. This is
harmful to any organization.
• Supervisor’s negligence: Sometimes top-level executives discourage the upward flow of
information and neglect the constructive suggestions and opinions about the work-related
issues of the organization.
• Flattery: In order to convince the superiors, subordinates they can take help of flattery. And
for this reason, subordinates may conceal the truth and provide incomplete information to top
level. The decision taken on such incomplete information will’ be wrong to serve the
organizational purpose.
• Information Overload: Getting feedback or upward information, higher level officers will be
flooded with information which is on no use.
• Confidence on subordinates: In order to make upward communication frequent and
effective, managers should have confidence on the capability of their subordinates. This will
encourage the subordinates to communicate more with their superiors.

The above limitations or disadvantages of upward communication creates barrier on the way of
communication and reduce popularity of upward communication.

Essentials of effective upward communication

Effective functioning of an organization significantly depends on proper and effective use
upward communication. To make upward communication effective, due attention must be given
on the following aspects:
1. Open-door policy- Managers should help their subordinate to shed their inhibitions and
express them freely. A genuine open door policy can be a real aid to upward communication.
The true test of whether the manager has open door attitude is when his employees feel
psychologically free to enter.
2. Shortening the communication line: Long line of communication causes distortion and loss
of information in the organization. It also hampers free and fair flow of information and
delays the decision making process. To avoid such problems and to encourage upward
communication the lines of communication must be shortened to a little desired numbers.
3. Arranging proper grievance handling procedures: The superiors should be attentive
towards the message of their subordinates. If they find any genuine grievance, it should be
resolved promptly.
4. Reward for good suggestion: The subordinates should be rewarded for conveying potential
and valuable suggestions. This rewarding system can inspire them to communicate with their
superiors.
QUESTION

Why Upward communication more prone to distortion than downward communication?

A distortion is a change, twist, or exaggeration that makes something appear different from the
way it really is. Distortion occurs intentionally, unconsciously or due to mistake. Distortion in
communication is a major barrier of effective communication.
In downward communication, information flow from top level to lower levels of hierarchy and
when information is flow from the lower levels of the hierarchy towards the upper levels is
called upward communication. Upward flow of communication is more prone to distortion than
downward communication. In downward communication, distortion is often unconscious.
However, upward communication is deliberately distorted. Some factors responsible for such
distortion in upward communication channel are highlighted as follows:
 Negligence of top management: In much organization, upward communication is neglected
by the top management. Some managers lose their cool if they are confronted with
unpleasant fact. So information, particularly of the unpalatable sort, is suitably ‘edited’
before it is passed on to them.
 Suspecting Attitude: Lower level staff or employees always make doubt to their supervisors
or higher officials. Such suspect causes irregularity and provokes the employees to forward
distorted news or information.
 Violation of sequence: Sometimes employees avoid their immediate superior and directly
contact with the top executives which create conflict in the Organization.
 Flattery: On many occasions, it is found that subordinates try to flatter their superiors to get
some advantages. Workers hide or conceal the real matter away from their boss, which leads
to a wrong decision taken by the management.
 Lack of self-confidences: While making any upward communication, subordinate always
hesitate or fear because they lack confidence in them whether to communicate or not. This
causes employees to keep away from the management and their respective problems remain
unsolved.
In this connection, it is said that, in downward communication some distortion of messages may
causes, which is unintentional or due to long hierarchical system. But in case of upward
communication it is deliberately distorted due to fear, negligence of top management, lack of
self-confidence etc. and upward flow of communication is more prone to distortion than
downward communication.

Differences between downward and upward communication

Downward communication is the communication where information or messages flows from the
top of the organizational structure form the bottom of the organizational structure.
On the other hand, upward communication is the communication where information or
messages flows from the down or bottom of the organizational structure form the top of the
organizational structure.

The differences between downward and upward communication are as follows:

 Difference Downward Communication
Criteria
Definition Communication from superior or top
management to subordinate or lower
level management
Nature It directive in nature
Purpose To communicate organizational
goals, plans, procedures.
Subject Giving orders, instruction, advice
matter etc. to the subordinate.
Application It is found commonly in
authoritarian environment
Flows of In downward communication
information information flows from top to down.
Frequency It happens frequently because of
keeping organizational functions
smooth and active.
Distortion Downward communication little or
no possibility of distortion of
messages
Examples The common forms of downward
communication are orders, circulars
and notices.
Initiative Here, higher authority takes the
initiative to make communication.
Upward Communication
Communication flows from subordinate
to superiors
It is participative in nature
It serves the purpose of feedback from
subordinate
Providing feedback, opinion, and
suggestion etc. to the next higher level.
It is found in democratic environment
In Up-ward communication information
flows from down to top.
Upward communication does not
happen so frequently.
It may possibility of distortion of
messages.
The common forms of upward
communication are reports, direct letters
and proposals.
Here, lower level employees take
initiative to establish communication.

Horizontal Communication
Horizontal communication is defined as the exchange, imparting or sharing of information, ideas
or feeling between people of same level in the organizational hierarchy. Communication
between departments, or people on the same level in the managerial hierarchy of the organization
is called horizontal or lateral communication or sideway Communication. Horizontal
communication is the most frequently used channel of communication.

According to David. H. Molt, Horizontal Communication is the process of exchanging

information between peers at any organizational level usually to co-ordinate activities.

According to R.W. Griffin, “Horizontal communication involves colleagues and peers at the
same level of the organization.”

Examples of horizontal communication is manager finance discuss with manager production,

sales manager communicates with human resources manager, discussion between two branch
manager or Investment officer exchange views with cash officer of a bank, clerks exchanging
information with one another.

It is form of communication is crucial for efficient operations of the organization on day-to-day

basis, by providing an informal platform for information exchange.
The diagram given in below shows Horizontal Communication.

President

Vice President Vice President

Sales
Production

AVP AVP AVP AVP

Product-A Product-B Product-A Product-A

Figure- Flow of Horizontal Communication

In the above diagram, the arrows in horizontal lines depict horizontal communication.
Horizontal communication is carried out through:
• Face to face conversation-it is most effectively carried on through oral means (face-to-
face conversation).
• Telephonic conversation
• Periodical meetings
• Letters, memos, emails, reports etc.

Question: Which one is the most frequently used channel of communication?

Advantages of horizontal communication

The communication which is occurring among same status people or parallel status level groups
within the same departments or across departments is called horizontal communication.
Horizontal communication is extremely important for promoting understanding and coordination
among various departments of an organization. Absence of horizontal communication might lead
to unnecessary embracement. The following advantages of horizontal communication exist:
• Coordination: Direct communication by breaking the vertical channel strengthens the
bondage between employees of different departments which helps to boost up co-ordination.
• Better Understanding: Horizontal communication ensures better understanding, accordingly
employees of different division able to perform their job more efficiently.
• Better implementation of decision: Decisions are made by top management but they are
executed by the lower level employees. When lower level employees allowed
communicating each other through horizontal communication, it helps to realize the policy
and ensures better implementation of decision.
• Strengthening group efforts: Group efforts and teamwork are essential prerequisites for
organizational success. Horizontal communication helps in reducing conflicts, controversies,
and differences in opinions and thus establishes consensus among the managers and workers
concerned. This consensus strengthens group efforts and team spirit in the organization.
• Linking with different areas of expertise: Since same level of employees exchange
information in this communication, they create good link with different areas of expertise.
• Increase Productivity: Horizontal communication minimizes the problems of understanding
among various departments as a result, productivity increased.
• Developing informal relationships: Horizontal communication promotes informal
relationships among the parties involved in communication. Informal relationship is created
as it provides the opportunity of free, fair and friendly exchange of information. As a result,
healthy and congenial working atmosphere prevails in the organization.
• Create good work environment: Horizontal communication helps to overcome
misunderstanding and conflicts among the managers. It creates an environment of
cooperation, teamwork and team spirit. This brings dynamism in performing organizational
activities.

In conclusion, we can say that flow of information through horizontal communication channel is
inevitable for organization, its betterment and achieve its objective in most effective way.

Disadvantages of Horizontal Communication

Disadvantages of horizontal communication are as follows:
• Lack of authoritativeness: In downward communication pre-supposes acceptance, for it
flows downwards from the authorities. But horizontal communication, being between
people of the same rank, lacks this advantage.
• Rivalry among individuals: In this era of fierce competition, where careers are at stake,
some individual might deliberately suppress or distort information. Moreover, they will
conceal their information intentionally to deprive someone from the real news.
• Interdepartmental conflict: The success of horizontal communication depends on good
relationship between sender and receiver. If there is any conflict, distrust or suspicion
between them, horizontal communication will be ineffective.
• Lack of control: Sometimes too much horizontal communication creates problem for the
management and controlling may become difficult as the horizontal communication
increases.

Informal Communication
When an organization does not follow any prescribed or official rules or procedures of the
organization is called informal communication. The basis of informal communication is
spontaneous relationship among the participants.
Informal communication is flow of information without regard for the formal organizational
structures, hierarchical levels on reporting relationships.

According to Bovee and his associates, “Informal communication is the flow of information
without regard for the formal organizational structure, hierarchical or reporting relationship.”

Within a business environment, informal communication is sometimes called the grapevine, as it

is difficult to define the beginning and end of the communication.
The informal communication is characterized by an indefinite channel of communication, which
means there is no definite chain of command through which the information flows. Hence, the
information can flow from anywhere. Often such communication arises out of the social relations
that an individual creates with other persons on the basis of common interest, likings or disliking.

Examples of Informal or Grapevine Communication:

 The manager calls an employee to his chamber and talks with him for sometimes relating to
official work. Rumor is spread that the employee will be promoted to higher position
ignoring the promotion of other employees.
 The employees of a company have come to know the profit figure for the year from the
accounts department. Somebody among the employees within the company puts some
imagination to it and tells others that the company is going to offer bonus to the employees
on the basis of profit earned.
Features of grapevine or informal communication
The important features or characteristics of grapevine or informal communication are as follows:
 Un-official channel of communication: Since an informal communication network does not
follow any rules or formalities. So, it is an unofficial channel of communication.
 Not controlled by management: The grapevine is not controlled by management. The
grapevine is mainly controlled by the employees themselves. As employees control the
grapevine information, sometimes the information may be accurate and sometimes the
information may be inaccurate.
 Flexibility: Informal communication is more flexible than formal communication because it
is free from all type of formalities.
 Oral way of communication: Informal communication technique more uses oral way of
communication rather than written communication.
 Rapid communication: Informal communication transmits very fast. Especially miss-
inflation or rumor spread rapidly to others is the organization.
 Spontaneous: Informal communication is the process of spontaneous exchange of
information between two or more person at different status within the organizational
structure.
 Multidirectional: Informal communication is multidirectional in nature. The grapevine may
be largely available to simply serve the interests of the people it involves. Many times,
employees use the grapevine to begin rumors that serve their own interests, with little regard
to the people they affect.
 Contradictory Information: The same information which is transmitted through formal chain
can be distorted and therefore can raise contradiction if it passes through grapevine.

Types of Informal Communication/How to the Grapevine Operates:

Grapevine is an informal channel of business communication. The management can use
grapevine to supplement the formal channels of communication. The patterns, types or kinds of
grapevine may divide into different ways. Keith Divide grapevine into four categories -
1. Single strand or straight chain: Single strand chain involves the passing of information
through a long line to ultimate recipient. Under this communication pattern, the information
 flows from one person to the next person in the network. Such as, one person will give
information to another person who will communicate it to the next person and similarly the
third person will also communicate the same message to the next person in the network and
so on.
2. Gossip chain: In the gossip chain network, there is an individual who tells the message to all
other members in the network directly. He is generally the central person who seeks out
and transmit information to all that he has obtained. Here, every person in the network
communicates with each other informally. The chain of gossip is just like a wheel where A is
at center and information passed along the spokes of wheel to others.
3. Probability chain: Under this communication pattern the information passes randomly
from persons to persons. Such as, there is an individual who acts as a source of message
selects any person randomly in his network to communicate the message. That second person
will again, select another person randomly and passes on the message to him, likewise the
communication flows to different people chosen randomly. Here, the source of information
for each member of the network is different.
4. Cluster Chain Network: In the cluster chain network, there is an individual who, acts as a
source of a message, transmits information to the pre-selected group of individuals out of
whom few individuals again tell the same message to other selected group of individuals.

Single strand Gossip

Probability Chain Network Cluster Chain Network

Figure: Transmission of information along Grapevine
Advantages of Informal Communication
 Interpret: The information is given by the top level management under the formal system. It
is easy for the employees to take the explanation by informal system. So this system plays a
vital role to complete the work properly.
 Present grievance: Under the informal system the employees disclose their needs, sentiment
and their emotions to others authority without any hesitation.
 Alternate system: The management in some cases is not able to reach all information by
formal system. Informal system covers the gap or familiarity of formal system.
 Increase efficiency: Under the informal system, the employees discuss their problem openly
and they can solve it. For this, the work is done properly and it develops the efficiency of
the employee.
 Improve interpersonal relationship: Cooperation and coordination in informal
communication leads to improve interpersonal relationship which is very much essential to
carry out the business activity smoothly. It promotes a social relationship among the
participants.
 Quick Transmission: Information flows quickly through informal channels, Management
may take advantage to send or receive the message of urgent nature through such network.
 Providing recommendation: In this system the employees inform their superior about their
demands, problem and the way to develop the implementation system of the work. As a
result it creates an opportunity to send the recommendation to their management.

Disadvantages of grapevine or informal communication

The limitations of informal communication are as follows:
• Not authentic: Informal communication is not authentic. Different persons may distort the
message because of different interpretations.
• Distort meaning: Something the meaning and the subject matter of the information is
distorted in this system.
• Spread rumor: In this system, the miss-information or rumor spread rapidly. The original
information may be transformed to wrong information.
• Misunderstanding: Under this system, generally, the employees do not obey the formal
authorization system. So it creates the opportunity to develop misunderstanding.
• Difficulty in controlling: Under informal communication system there are no ground rules.
So it is very much difficult to control the information disseminated.
• Incomplete Information: Inaccurate, incomplete and half true information’s are spread
through informal communication as everybody interprets it in his/her own way;
• No one can be held responsible as it is not possible to find out the supplier of wrong
information in the case on an enquiry;
• It is not reliable. The managers cannot depend upon such information as it does not follow
any norm and is too loose a system. No decision can be taken depending upon such
communication;
• It spreads rumors and endangers consolidation and unity of the organisation;
• It creates conflicts between groups by spreading rumors against them and reducing their
mental strength.
Therefore, it is to say that, a smart manager should take care of all the disadvantages of the
grapevine and try to minimize them. At the same time, s/he should make best possible use of
advantages of grapevine.

How can make Grapevine Communication be more effective?

Though grapevine provides innumerable utilities to the organization, still it is not free from
defects. Therefore, managers should try to use grapevine in a way so that organization can take
heights benefits from it. The following issues/ ways/ means will guide the managers in
enhancing the efficacy of grapevine:
 Providing real news to the grapevine initiators: Managers should identify the people who
take the active part in grapevine channels and provide them with real news so that they can
transmit real facts to the grapevine channels. This will eventually, resist transmission of
rumor, untrue and distorted messages.
 Allowing workers in the decision-making process: If the workers are allowed to take part
in the decision-making process, they will be well informed of the facts. In such a situation,
there will be nothing to suspect and to create a false rumor.
 Developing good organizational climate: Good organizational climate impels the
employees to develop a sense of belongingness, to maintain status, chain of command and
self-respect and to enhance satisfaction. All these will facilitate the occurrence of grapevine
in the most desired and effective way.
 Contradicting the false rumor: If any false rumor occurs in the organization, management
should immediately contradict and protest the rumor through normal channels. As a result,
feeding of false rumor will decrease.
 Open up all channels: The management can open up all the channels of organizational
communication to present the facts positively before the employees and thereby can fight
the negative messages with the positive weapons of facts and figures.
 Better job design and better quality of work life can easily bring the grapevine under the
control of the management.
 Relationship of employees. The negative consequences of the grapevine can be easily
eliminated if the management is successful in creating trust-relationship with the
employees.
 The rumors flourish beyond limits when the employees are not well informed by the
management regarding the policies, objectives and the work procedure of the organization.
The inadequate access to information and the feeling if insecurity is the reasons behind the
negative outcomes of the grapevines. The managers must give their employees an adequate
access to information and the feeling of security.
 The rumors spread when the situations are unpredictable, unstructured, unplanned and are
beyond the control of a person or the persons who are involved in them.

Therefore, the best way to manage and control it is to provide accurate and substantial
information of the situations to the employees. The managers should pick up the false rumors
and dispel them by providing correct information.
Difference between Formal and Informal Communication
Formal communication is the process of exchanging information by following the prescribed or
official rules, procedures, systems, formalities, chain of command etc. in the organizational
structure.
On the other hand, informal communication is the process of spontaneous exchange of
information among various people of different status in the organizational structure.
The difference between formal and informal communication are as follows:
Comparison Chart
Subject Formal Communication Informal Communication
Definition When communication takes place Any communication by passing the
through the formal official formal channels can be termed as
channels then it is known as informal communication.
formal communication.
Flexibility Formal communication is not It is flexible.
flexible.
Degree of control Formal communication is totally It cannot be controlled like formal
controlled by the management. communication.
Flow of In formal communication But in informal communication
information information can flow only upward information flows freely to all
and downward. direction.
Speed Here speed of communication is Informal channels are very fast; here
slow. information can be transmitted
instantly.
Secrecy In case of formal communication Here maintaining secrecy is very
secrecy can be maintained. difficult.
Distortion Generally information is not As official decorum is not followed
distorted. information can be distorted.
Time It is time consuming. Less time is taken for transmitting
information.
Cost It is expensive. It is less expensive than formal
communication.
Misunderstanding In case of formal communication Due to lack of control
caution, there is almost no chance misunderstanding can takes place
of misunderstanding.
Form of Formal communication is mostly Informal communication is mostly in
Communication in the written form. the oral form
Types Upward or bottom up, downward Single strand chain, cluster chain,
or top-down, horizontal for lateral probability chain, and gossip chain.
and crosswise or diagonal
communication
Evidence As the communication is No documentary evidence.
generally written, documentary
evidence is present.
Also Known As Official Communication Grapevine Communication
Delegation or Authority can be delegated Authority cannot be delegated through
Authority through formal communication. such communication.
 Lesson-VI
Writing Style

Components of a Good Essay/Essential elements in the introduction, body, and conclusion

of essay writing.

An essay is a piece of writing that is written to convince someone of something or to simply

inform the reader about a particular topic. In order for the reader to be convinced or adequately
informed, the essay must include several important components to make it flow in a logical way.
The main parts (or sections) to an essay are the intro, body, and conclusion.

There are three things to be consider for writings:

1. Tell your reader, what you are going to write
2. Just write it
3. Again tell of what you have written.

Good Beginning
A good introduction presents a broad overview of the topic, and should convince the reader that
it is worth their time to actually read the rest of your essay.
It should be-
 Direct.
 Short
 Outline-what you planned to write.

The first sentence of the introduction paragraph should be as captivating and interesting as
possible. The sentences that follow should clarify your opening statement.

Good Description
A description is a statement that gives details about someone or something. It is the body of the
essay where you explain, describe or argue the topic you've chosen. The body must expound,
explain, support and defend the thesis revealed in the introduction. All main points must be
covered.
 It may be explained in several points
 Can be divided into several paragraphs-Paragraphs must include a topic sentence which
relates the discussion back to the thesis statement.
 Maintain logical order or sequence (Coherence)
 Include substantial examples and evidence to support your argument.

Good Ending/Conclusion
The final paragraph of the essay provides the conclusion. This section should wrap all of your
arguments and points and should restate the main arguments in a simplified manner. Following
points are of important for a “good ending”.
1. It gives a justification of the topics. But no judgment, no apology and no new things is to
present in the conclusion.
2. It should summarize the arguments presented in the body of the essay.
3. The last sentence in the conclusion paragraph should communicate that your essay has
come to an end.
 Lesson-VII
Précis Writing

What is a précis?
A précis is a concise and clear statement of substance of a longer passage in a connected and
readable shape. A précis must be accurate, brief and clear. A précis is in the précis writer’s own
words and it is about one third of the original.

Ten Golden Rules for Writing a Good Précis:

1. Determine the theme if the passage very carefully: It is very important to find out the
central idea or the theme of the passage. Soon you will be analyzing the passage to
separate the major points from the minor ones, and the various points become major only
in relation to the central or main theme of the passage.
2. Précis is not the reproduction of important sentences: Don’t from your precis by
reproducing a few sentences and deleting others. Précis writing is not the art of selection
and deletion, it is the art of re-modelling.
3. Brevity is good but not at the cost of clarity: Brevity is the soul of précis writing. But
brevity is not to be achieved at the cost of clarity. If the addition or retention of a few
words adds to the clarity of your precise, they should be included by all means. Excessive
economy, leading to ambiguity or obscurity, must be avoided.
4. Your précis ought to be intelligible even to a person who has not read the original
passage: This is extremely important. He who is familiar with the original passage, of
course, enjoys an additional advantage. He is in a position to compare the two versions
and find out how far you have faithfully reproduced the facts or preserved the spirit of the
original passage. But he who has not read the original passage has to judge your
performance only from what you have written.
5. Use your own language: Précis has to be written, as far as possible, in your own words.
Précis writing is a test as much of your comprehension as of your expression. Besides,
while summarizing the original ideas you will often find that language of the passage is
more a hindrance than a help. You cannot help retaining a few significant phrases or
technical terms but be sure that sentence structure is entirely your own.
6. Précis is always written in the third person: If the author has used the autobiographical
form of narration or description, you should change the form. You should begin your
précis with ‘The author says…’ Secondly, you should avoid the use of direct speech in
your precise. The use of indirect speech will make it more compact. Be careful of all the
rules of indirect speech if the original passage is in direct speech.
7. Use your discretion if the passage contains statistical information: If the
statistical figures have been included to corroborate certain generalized facts, you can
safely omit them. But if the figures are basic to the very understanding of the general drift
of the passage, they have to be retained.
 8. Observe Proportion: Your précis should be well proportioned. Each part of the original
passage should be dealt with according to its relative importance and not according to the
space assigned to it.
9. No comments, please! You are not supposed to give any comments, appreciative or
critical, on the ideas expressed in the passage. Your job is to interpret faithfully and not to
evaluate the mind of the author. You are reproducing – briefly and relevantly – and not
creating.
10. Reduce the passage to its one third: Unless otherwise indicated, you are supposed to
reduce the passage to one-third of its original length.

“Brevity is good but not at the cost of clarity”

Brevity is shortness in duration and/or conciseness of expression in a speech or a written text.

Five important hints for achieving Brevity:
1. Try to replace clauses by phrases and phrases by words.
It is simple but very effective method of reducing words.
Not this But this
To a considerable degree Considerably
gave expression to expressed
An arrangement of permanent nature a permanent arrangement

2. Make use of one-word substitutions

Not this
The secretary’s proposal was adopted
with the full agreement of all the
members.
The firms decided to work in
association with each other to produce
major life-savings drugs.
But this
The secretary’s proposal was adopted
unanimously.
The firms decided to collaborate to
produce major life-savings drugs.

3. Avoid all unnecessary repetition.

Example:
These commercial banks close their public dealings at 2 pm and customers are not
entertained after that.
4. Linking various sentences is very useful.
Example:
What is the object of producing goods? Isn’t it to satisfy some of man’s needs and
doesn’t it in so doing raise his standard of living.

The object of producing goods is to satisfy some of man’s needs and in so doing to raise
his standard of living.
 Lesson-VIII
Preparing and Presenting a Seminar

A seminar may be defined as a gathering of people for the purpose of discussing a stated topic.
Such gatherings are usually interactive sessions where the participants engage in discussions
about the delineated topic. The sessions are usually headed or led by one or two presenters who
serve to steer the discussion along the desired path.

Here are some essential principles, practices, and tips for preparing and delivering seminars.

1. Assume your audience is infinitely ignorant but infinitely intelligent. The audience will
understand a clear, complete explanation.
2. Give a good introduction. A research report will be boring to everyone except an expert in
your area unless you provide the context. Explain why what you are doing is interesting and
important.
3. Never underestimate a person's pleasure in hearing a good presentation of what he or
she already knows. Don't feel foolish providing background that your audience might be
familiar with. And don't assume your audience knows a great deal more than you do, even if
you are a graduate student and they are professors. They still need you to orient them to what
you are doing.
4. Keep your audience oriented. Make sure that they understand, at each step, why you are
presenting each topic. If the audience becomes disoriented, you will lose their attention.
Presenting an outline of the talk near the beginning can help.
5. A talk should entertain. The best scientific talks entertain by giving people new ideas and
perspectives. High-quality graphics can also help.
6. Present only one big idea per slide. This helps convey your ideas forcefully, and prevents
the audience from reading ahead instead of listening to you. (The exceptions are the outline
and summary slides.)
7. Never read aloud from your slides! A slide should support your talk, never substitute for it.
8. Avoid spending time on highly technical points. Unless it is a critical detail, it is
acceptable to briefly state what was done and that it was reasonable, and adds that you'd be
happy to explain it in detail if anyone is interested. Then continue with the seminar.
9. Practice. Stand in front of a seminar room and present to an imagined audience or to a
friend. Identify parts where you have trouble finding the right words and work on them.
Make sure the talk is about the right length.
10. Benefit from other people's opinions of your talk. Parts of your talk may be less clear than
you imagined. Even invalid criticism can be helpful: if one person thought your talk had an
error, someone else probably will also, so head off future concerns by add a sentence or two
to make your point clearer.
11. Pay attention to your audience when you're speaking. If everyone is watching you and
listening, you are succeeding! If people look lost or somnolent, you may need to slow down,
speak more loudly, and/or explain better.
12. When you are speaking, you are in charge. A talk can be badly derailed if you get into a
discussion or debate with someone in the audience. If the discussion seems to have no end,
say that you'll be pleased to continue the discussion after the talk and then resume.
13. Check the time occasionally during your talk. Adjust the level of detail and the rate of
presentation so that the talk fits the allotted time.
14. Build a seminar around the main points you want to convey. Make sure that each one is
clearly, slowly and explicitly stated when it first arises during the talk. At the end of the talk,
restate all of the points in a summary.

How to prepare a seminar Paper

A seminar paper is the written analysis of a particular topic specified in the seminar. It has to
fulfil all requirements for a scientific article: the ideal seminar paper resembles a journal article.
Any research paper is a means of communication between the researcher and the academic
community. Sometimes it may also address other groups such as policy makers or NGOs (Non-
Governmental Organizations).
Followings are some important guideline:

Things to Do Before Starting to Write a Seminar Paper

 Fix a specific topic

 Get a first overview of the existing literature (literature review is one of the important
parts of your work for a seminar paper.
 Specify the structure.

Structure and Elements of a Seminar Paper

Any seminar paper has to include an abstract, a list of contents (including page numbers), a list
of abbreviations, in case of many tables/figures a list of tables/figures and, at the end of the
paper, a list of references. Furthermore, there are at least three basic elements in a seminar paper:
introduction, the body of the research, and discussion of the findings.
Introduction:
The first section of the seminar paper is the introduction. The introductory section should
establish the importance of the topic, define a meaningful research gap, and explain how the
present paper attempts to fill the gap.
The introduction serves to provide a focus (statement of main idea), a reason to listen
(significance of main idea), and an orientation (division of the presentation). Identify the
problem and focus on the scientific observations that led to the selected topics. It also includes
some background information.
Body:
It is the descriptive part of the selected seminar topics. Ideally it begins with some literature
review on the topics. It also includes the findings and results of the problem statement. Some
important tips:
 Be selective, don’t overwhelm the audience with volume of data that may confuse them.
 Present appropriate and relevant information for supporting the subject to discussed.
  Maintaining logical order or sequence (Coherence)
 It Include substantial examples and evidence to support your argument.
 Avoid to using complex calculation.
 Be simple and avoid to use unambiguous words.
 Don't use words when you are not absolutely certain of their meaning and don't
use difficult words to impress your reader. Avoid repetitions.

Conclusion
The final section of any write up provides the conclusion. This section should wrap all of your
arguments and points and should restate the main arguments in a simplified manner. It gives a
justification of the topics. But no judgment, no apology and no new things is to present in the
conclusion. It should summarize the main theme of the topics.

Guidelines for the Layout and Style of the Seminar Paper

Layout: The structure of the paper should consist of numbered headings. Text should be in 12
point font (Times New Roman), double-spaced, with single-spaced footnotes (please use
footnotes, not end notes). Footnotes should be numbered consecutively and should appear on the
same page. Pages should be numbered. The minimum length for a seminar paper is 10 pages, the
maximum 20. All tables and figures should be numbered consecutively and have a title. The
sources need to be given below the table/figure. At the end, proof-read your work carefully and
check your spelling and grammar.
Style:
A few notes on style:
 Always structure your work in advance.
 Know what you want to say before trying to write it.
 Each sentence must follow logically from the one before
Graphs and tables:
Graphs and tables are the best way to summarize large quantities of raw data, simplify data.
 Show only the essential information.
 Be consistent with style and terminology, font, color and style.
 Put a table number and name of the table.
 All graphs must be numbered including titles.

References:
It is needed to give credit to the work others.
Using the "author-date system" for referencing throughout the text.
Reference list is cited at the end of the paper, all references cited in the text are to be listed in
alphabetic order.
 Lesson-IX
Internal Communication

Internal Communication includes all communication within an organization, i.e., internal

communication is the exchange of message among organization members. Organizations have
grown big size and their functioning has become a complex affair. Smooth and efficient
functioning demands that they should be divided into a number of departments like purchase,
production, sales, stores, accounts, administration, public relations, etc. Therefore,
interdepartmental or internal communication channels have to keep busy all the time so that the
organization can function as one entity.
It is carried out through office notes, memorandum, Office orders, Circulars, and notifications.

Memorandums
Memorandum is more popularly known as memo. It is a written tool for internal communication.
It is never sent outside of the organization. Dictionary meaning of memo is "a short note
designating something to be remembered, especially something to be done or acted upon in the
future."
 According to Lesikar and pettit, “Memorandum is a form of letters written inside the
business”.
 According to Ashley, "Memos are written internal communication which advice or
inform staff of the company policies and procedures."

A memo is not appropriate if the matter is of a complex or serious nature involving lengthy
discussion.

Purpose of a memo:
A memo can be used for the following purposes.
 To issue instruction.
 To give/seek suggestion.
 To communicate policy changes of the organization.
 To seek some explanation.
 To remind someone of action required.
 To confirm a decision earlier arrived at.
 To initiate granting/permission to do something.
 To request help or information.

How is a memorandum different from a letter?

Memo and letters both are used for internal communication to convey message or information.
But the memo format is different from that of a letter. Since a memo moves from one
department to another or from one employees to another, it is essential to write the name of the
person sending the memo and the designation or department of both of the persons. It must also
have reference numbers. The memo is properly dated, is written in a direct style, and is as brief
as possible.

A memo is not very different from a letter; only, a memo being used within the organization, the
formal aspect of the letter are dispensed with. But like a letter, it must be clear, concise and
courteous etc.

Difference between memo and letter

Points of Memo Letter

Difference
Use A memo is used internally within an
organization moving upward,
downward or horizontally. It is never
sent out side.
Format A memo does not require return
address, salutation or complimentary
close. It uses: To, from, Date and
Subject heading.
Content Memo can use technical jargons and
abbreviations because their meaning is
understood by the people within the
organization.
Whereas letters are used both for
internal and external communication
It has also large usage beyond the
scope of an organization.
A letter requires inside address.
Salutation and complimentary close.
While communicating to external
people through letter, simple words
are encouraged rather than jargons.

Advantages of the Memo

 It is very brief: It is the no-frills communication. It includes nothing except the message
in its simplest form.
 It is convenient: The chief notations at the top give details about addressee, the writer,
the subject and the date. The memo number is also there.
 It is expensive: Since it is use within the organization, no expensive stationery need to be
used for it. If computer facilities are available, computer memos on the monitor would be
still cheaper.
 Inform the decisions and actions: The main objective of memo is to inform the
decisions and actions. For this purpose, it should be written by the higher authority.
 It can be used for future reference. Depending upon its importance, memo can be
destroyed after being read, or filed or stored on a computer disc for future reference.
 Less formality: No formality is necessary in drafting a memo, usually inside address,
salutation and complimentary closing is omitted in it.

Disadvantage of the memo:

There are few limitations or Disadvantages of memos they are:
 Limited application: It is not widely used means of communication. Memorandum is
mainly used in business firms. It maintains communication only among the employees of
the same firm regardless of distance.
  Not suitable for illiterate people: Office memo is a one kind of written communication.
So, illiterate people are not able to read and understand it.
 Lack of formality: It provides only informal communication.

Guidelines for writing effective memos or drafting memos

1. Indicate the subject, date, name of the sender and the receiver
2. No courtesy titles required
3. Preferably discuss one subject
4. Divide the body into paragraph
5. Use number points and sub heading if relevant
6. Be brief but clear
7. Use appropriate tone
8. Be concise

Prepare of memorandum to an office assistant taking disciplinary action against him for
leaving the office early.

X Bank Bangladesh Limited

Barshal Zone, Barishal

Ref. IBBL/ZO/BSL/2019/ Date: 25.04.2019

Md. Parvej Ahmed

Senior Office Assistant,
X Bank Bangladesh Limited
Barishal.

Sub: Explanation.

Janab
Assalamu Alaikum.
It is observed with deep concern that you have left unauthorizedly the office frequently before close of the
business hour without taking any permission from the undersigned keeping the office insecure which is
clear violation of Bank's service rule as stated in i. Chapter-06, Article-1.03 of Human Resources Policy
Manual & ii. Instruction circular letter No. HRD/927, Dated- 23.01.2006.

Your behavior is quite unbecoming which not only hinders your activities towards growth & development
of the Bank but also adversely affect the other officials working in the office. This is not at all desired and
cannot be allowed to continue.

As such, you are asked to explain your position on your unauthorized leave of the office violating the
Bank's rules within 03 (three) days of the date hereof, failing of which appropriate disciplinary action
shall be taken against you.

Ma-assalam

VP & Head of Zone.

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.

Office Order is issued by competent authority. Office order contains instructions related to office
works, change of working hours, instruction on closed holidays, message by senior authorities
when they take over some organization, promotions etc.

Orders are usually related to

 Posting
 Promotion
 Suspension
 Termination of services
 Granting/withholding certain increment
 Granting/withholding certain privileges
 Imposing certain restrictions
 Intimation of disciplinary action

Circular
Circulars are meant to convey the same message to large number of people. Such information is
usually general nature and not confidential.

"Circular letter is a kind of written announcement that is distributed to a large number of

people to convey any commercial or non-commercial message."

Circulars are usually circulated among the members of the staff concerned with the subject they
deal with and their signatures taken on a sheet of paper. It ensures that members are familiar with
the contents and cannot later claim to be ignorant.
Objective of circular letters to give certain information to a number of concerned individuals on
the occasion of:
 Change in the name & address of an organization
 Announcement of a new production & other information concerning the organization and
its establishment etc.

Circulars can be used for following purposes:

 To emphasize certain aspects of office conduct
 To give information about new procedures and policies
 To intimate changes in the working hours, canteen, library etc.
 To invite application from the employees for promotion tests.
 To inform employees about changes in medical rules, reimbursement of conveyance
expenses etc.
Notices:
When it is desired to make an information accessible to the maximum number of people it is best
to put it on the organization’s notice board in the form of a notice.

Notices are used to

 Announce social events of interest to the staff.
 Inform the staff of any changes in procedures
 Report other matters of interest.

Sometimes notices are also used to advertise posts that have to be filled from within the
organization.

How is a notice different from a circular?

 Notice - A message / information's bringing to all which will be put up in common place
 Circular- A message / information's bringing to certain group of people belonging to the
information's.

The difference between a circular and a notice is that circulars are announcements that are
distributed to small or selective groups of people within the organization, whereas notices are
meant for a larger group of people.

Example – If a manager wants to call a meeting of heads of departments, he will pass around a
circular only to the heads, requesting them to attend that meeting.

On the other hand, notices generally contain information or announcements that are meant for all
the employees of an organization.

Example – A list of declared holidays for a calendar year is a notice, since the information is
relevant to all employees.

A notice is therefore a legal document that has to be put up on an official notice or bulletin
board.

Tender Notice

The word "Tender" refer to invite bids for a project, or to accept a formal offer such as a
takeover bid. Tender usually refers to the process whereby governments and financial institutions
invite bids for large projects that must be submitted within a finite deadline. The term also refers
to the process whereby shareholders submit their shares or securities to a takeover offer.

Invitation for tender means tendering process in which qualified suppliers or contractors are
invited to submit sealed bids for construction or for supply of specific and clearly defined goods
or services during a specified timeframe. Also called request for tenders. It is a formal, structured
invitation to suppliers, to bid, to supply products or services.
Public notices are announcements from all levels and branches of government, from businesses
and from individuals. Newspapers publish thousands of public notices every day, often in their
classified advertising sections.

Make a public notice informing the public in general that Mr. Nib is no longer an employee
of the company.

Notice to the Public

Terminated Employee: Afzal Hossain

Job Application & Resume

Job application letters are written when someone needs a job. A job application letter is a letter
which is written by the job seeker to a prospective employer for a position is his organization.

According to Quible and Others, “A letter of application is a message designed to inform the
reader of your desire for a position in his or her organization and to request an interview for
that position.”

It is nothing but a kind of sales letter, which instead of promoting a product, seeks to sell the
applicant’s services.

A personal analysis is made in five areas

1. Skill-Skills are different form of knowledge, it is slowly develop over a period of time.
Evaluate yourself in the light of skills such as-Analyzing, Evaluating, Planning, Co-
coordinating, Negotiating, Presentation and Communicating.
2. Activities and achievements-Under the heading activities like all he extracurricular
activities participated in school and college days.
3. Interest, preference and attitudes-
 4. Personal characteristics
5. Personal Values-Integrity, sincerity

Contents of a Resume
A factual and effective resume usually contains the following contents:
1. Opening section: Opening section of a resume generally includes following two items:
2. Identifying information: Identifying information includes name, contact address (both present
and permanent), e-mail address and telephone number of the applicant.
3. Career objective: A modern resume includes a statement of immediate and long-term career
objective of applicant. This statement helps the employer to evaluate what type of job the
applicant likes. Career objective also helps the employer to categorize the applicants.
4. Education or academic qualification: This section of resume contains a list of degree
achieved along with name of the situation granting the degree, year of obtaining the degree,
courses taken, position obtained etc.
5. Work experience: In this section, a list of employment and description of work experience
are incorporated by following a reveres chorological order. It mentions employer’s name and
location, duration of employment and position held.
6. Achievements and awards: This section includes school and community memberships,
offices held, honors, publications, language skills etc. of the applicant.
7. Personal data: Personal data include applicant’s age, religion, gender, nationality, marital
status, hobby, height, date of availability etc.
8. Extra-Curricular Activities
9. Reference: Most resumes mention references from which the employer can seek information
about the applicant. Generally, name of the former employers and teachers are mentioned as
reference.

Faruk Ahmed
Road #5, Hosue #23, Uttara Block-C, Dhaka
E-mail: ahmedf.ipe@gmail.com
Cell no: 01911-284846

OBJECTIVE
Seeking a Challenging position as an Industrial Engineer to utilize my creativity and gain utmost
competence in the field of Industrial Engineering
WORK EXPERIENCE
2010-Till Date Head of ADD, Justice and Development Bank Ltd, Bangladesh
2009-2010 Part-time Lecturer, Southeast University, Dhaka
Conduct courses of Industrial Management, Business Communication
2007-2009 Senior Industrial Engineer, M &J group,
Main responsibilities are line balancing of Cutting and finishing section of its concern
Colombia Garments, Gazipur
2006-2007 Consultant, Xen Consultancy,
Responsible for implementation of Lean manufacturing in RMG sector of Bangladesh
EDUCATION
2009-2010 Master of Engineering
Advanced Engineering Management (AEM),
Bangladesh University of Engineering and Technology (BUET), Bangladesh
CGPA-3.65
2001-2005 Bachelor of Science (Engineering)
Industrial and Production Engineering (IPE),
Shah Jalal University of Science and Technology, (SUST), Sylhet, Bangladesh
CGPA-3.29
1999 Higher Secondary Certificate
Govt. Science College, Dhaka
1st Division
1998 Secondary School Certificate
Kadamtala Purbo Basaboo High School, Dhaka
1st Division
COMPUTER PROFICIENCY
Computer Application: MS Office (including Excel, Power Point, Access), Bijoy;
Auto CAD-2000i, MAT Lab,
Computer Language: C, C+, and
Computer Simulation
LANGUAGE PROFICIENCY
Verbal and written skill in both Bangla and English
Co-Curricular Activities

PERSONAL INFORMATION
Date of birth:
Place of birth:
Father’s Name:
Mother’s Name:
Present Address:
Nationality:

REFERENCES
---------------------
3 Components of a Business Meeting: Notification, Agenda and Minutes

Company meeting such as a meeting of the Board of Directors of a company, Annual General
Meeting (AGM) and statutory meetings of the directors and shareholders are held in accordance
with the provisions of law to conduct the customary business of a company.

Notification
First step of a business meeting is “notification”. A notification is an advance notice sent to all
the people entitled to attend the meeting. According to the Companies Act, such a notice,
specifying the date, time and the venue of the meeting has to be sent to all members 21 days
before the date of meeting.

Agenda
Agenda is a document that outlines the contents of forthcoming meeting. An agenda is the list of
items to be considered at a meeting. It is usually sent along with the notice of the meeting.

Justice Bank Ltd

Dhaka, Bangladesh

Ref: Date:

Notice of 25th Meeting of “Board of Directors”

The 25th meeting of the Board of Directors of Justice Bank Limited will be held on Monday, the
6th May, 2019 at 3.00 p.m. in the Board Room of the Bank at 40, Dilkhusha C/A, Dhaka to
transact the following agenda:

1. Minutes of the last meeting held.

2. Consideration /adoption of quarterly Consolidated and separate financial statement for
the 1st quarter ended 31 March, 2019 of the Bank and publication of the same in two
widely circulated daily newspaper.
3. Memoranda of different issues
4. Miscellaneous.
Members of the Board of Directors are requested to make it convenient to kindly attend the
Meeting in time.
By order-

(JQM )
Company Secretary

Advantage
1. If it is circulated in advance, it helps the members to come prepared for the meeting.
2. Since agenda has a set order, it helps the chairperson to conduct the meeting smoothly
3. It ensures that only matters relevant to that particular meeting are discussed.
 4. It ensures that every point is properly taken up for discussion.
5. It facilitates the preparation of the minutes.

Minutes
Minutes are official record of proceedings of a meeting. All organizations, whether commercial
or social, attach great importance to maintaining a proper record of the business transacted at
their various meeting. Once minutes are approved and signed, even a court of law accept them as
evidence of the proceedings.

Minutes are-
 An official record of the proceedings of a meeting.
 A concise and accurate record of decisions and resolutions.

Minutes are important documents for four major reasons:

- They remind those who attend and those who did not about the business of the meetings
- They form part of the historical records of a company.
- Once approved, they are the official legally binding records of a meeting.
- They may be used as evidence in court.

The main reasons for keeping minutes are:

 To provide a permanent record for future reference.
 To provide formal evidence of expenditure and actions authorized.
 To provide a record of policy decisions made.
 To provide a starting point for action to be taken in the future.
 To inform members not present.
 To assist the funding of future meetings.

Contents of Minutes
Contents of minutes depend on the type of meeting. However every minute is likely to contain
the following general contents:
- Date, time, and place of the meeting
- Type of the meeting
- Chairman of the meeting
- Participant of the meeting
- Approval or correction of the previous meeting
- Reports of officers and committees
- Action on unfinished business from a previous meeting
- Transaction of new business, including motions and resolution
- Appointment of committee
- Adjournment
- Vote of thanks
- Signatures of chairman of the meeting