Communication Skills B.B.A. 1st Year PDF

B.B.A. Ist Year Subject: Communication Skills SYLLABUS Class: - B.B.A. Ist Year Subject: - Communication Skills Histor...

B.B.A. Ist Year Subject: Communication Skills SYLLABUS Class: - B.B.A. Ist Year Subject: - Communication Skills Historical Background of Communication, Definition and Process of Unit 1 Communication, Essentials of Effective Communication, Barriers to Communication & Role of Communication in Organizational Effectiveness Public Speech – Composition Principles, Speech Delivering Skills, Group Unit 2 Discussion: Do’s and Don’ts of Group Discussions, Communication in Committees, Seminars and Conference Non-Verbal Communication: Meaning, Types and Importance, Listening, Unit 3 Difference between Listening and Hearing Business Correspondence, Essentials of Effective Business Correspondence, Unit 4 Structure of Business Letter, Types of Business Letter: Enquiry, Reply, Orders, Complaints, and Circular Letter Drafting of Notices, Agendas, Minutes, Job Application Letters, Unit 5 Preparation of Curriculum Vitae 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 1 B.B.A. Ist Year Subject: Communication Skills Unit 1 INTRODUCTION The word communication originates from the Latin word “communis”, which means “common” and the word business stands for any economic activity which is undertaken with a view to earn profit and the communication undertaken in the process of this activity is termed as "business communication. DEFINITION Communication is a process of passing information and understanding from one person to another. Keith Devis Communication is generally defined as the activity of conveying information. Communication has been derived from the Latin word "communis", meaning to share. Wikipedia Communication is something people do. To understand human communication process, one must understand how people relate to each other. Wilbur Schramm MEANING Communication is defined as “The flow of material information perception, understanding and imagination among various parties”. Business includes those organizations, which are engaged in the production and distribution of goods and services to earn profit. Therefore Business communication means, “Flow of information, perception etc. either within a business organization or outside the organization among different parties”. OBJECTIVES &PURPOSE OF COMMUNICATION :- The main objectives or function of Business communication are interrelated and are given below. This can be divided into ―Internal‖ & ―External‖ function : 1. Internal Objectives or function : a. Information to Management b. Information to employees c. Co-ordination d. Communication helps in improving the morale of the employees, because they are made aware of their role in business firm. e. Means to achieve business goals through informing, connecting, educating, stimulating, persuading, reassuring and integrating. f. Helps to accomplish results g. To provide needed decision support 2. External Objectives or Functions :- Business communication helps in linking the business firm with outsiders. Some of the important external functions are :- a. Sale of good and services b.Relation with suppliers c. Information to other parties. d. To enable organization to become dynamic. e. To face emerging challenges f. To provide advice g. To educate and train customer Historical Background of Communication Communication has always been the most significant part of human expression and interaction. The complete history of communication is important but extensive. This brief guide to the history of communication will break down the key tools, advancements, and innovations that changed the game. 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 2 B.B.A. Ist Year Subject: Communication Skills Ancient man was forced to be creative with communication and keep it consistent to maintain a common understanding. When speech originated around 500,000 BCE, communication was changed, but the system was not perfect and needed assistance. While verbal communication was used in ancient times, symbols and images were still used to portray information. The earliest proven form of this is cave paintings. These images usually included scenes of hunting wild animals or stencils of human hands. Communication for ancient man became more complex as variations of cave paintings evolved into pictograms. Pictograms are images that represent a simple place or object. Later, ideograms were created and used to communicate concepts. People during ancient times can often be depicted as savage and unintelligent, but the opposite is true. The communication crafted during this period moved from simple drawings of people and animals to visual communication that could express entire ideas with one symbol. Their brain power fueled the original use of all types of communication that evolved into the channels we use today. While communication saw a lot of advancements during ancient times, that was only the beginning. 15th and 16th century Communication Communication saw new developments between ancient times and the 15th century. But if we dove into all of that, our entire history would be reading or writing about communication‟s history. While it is interesting, we‟ve all got things to do. So I‟ll keep it brief: For the most part, communication before the 15th century included verbal communication and limited written communication. People spoke to each other and wrote handwritten notes for an individual or a group. This all changed after the printing press was invented. The Bi Sheng and Wang Chen dynasties in China invented the first printing press in the 1300s, removing the need to hand write all paper messages. About 150 years later, Johannes Gutenberg of Germany crafted a modernized version of the printing press that was able to mass produce printed materials. Gutenberg‟s version of the printing press started the period known as the Printing Revolution. Printing presses were found in cities all across Europe and were used to print large amounts of materials that were meant for widespread distribution. Written and printed materials became all the rage, leading to even more innovations to create, duplicate and circulate it. The invention of the printing press gave people the ability to conveniently produce large amounts of written material, but more importantly, it supported the flow of information among people. That is the true purpose of communication: sending and receiving messages. And eventually, that also became possible. 17th century communication The continued popularity of written communication caused the Printing Revolution to spill into the 17th century. Scientists were still publishing their discoveries and authors continued to tell stories, but at the same time, a lot was happening in the world. War, famine, and domination became regular concerns of 17th century people. Mentions of these events stirred up a lot of curiosity among people that were out of the geographical loop. In 1690, the newspaper was invented to accommodate those people. Cities all over the world got into the habit of publishing a newspaper with local and international news to keep people informed. Before the 17th century, information was known and recorded, but options to release it were limited. With newspapers acting as a primary source of information, communication in the 17th century began to reflect the modern day communication model of sender and receiver. 18th century communication 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 3 B.B.A. Ist Year Subject: Communication Skills In the 18th century, the public postal system was established. Letters were sent before this time period, but the system was flawed and inefficient. Delivery could take months, and even when the mail did reach its destination, it was left at a random public place. Benjamin Franklin‟s involvement in the U.S. postal system made the delivery of mail more productive. Routes were established to boost efficiency, post offices were created to keep drop off and pick up locations consistent, and costs were set in place to make the business profitable. The remodeling of the postal service allowed the sender and receiver communication model to cater to personal information. Sure, a newspaper can tell you about the health of the economy, but a timely letter from an old friend will make you smile. 19th century communication As the 19th century came around, the great minds working towards improving communication took a large step. Electricity was incorporated into communication channels, coining the term telecommunications. Telecommunications is the sending and receiving of information using electronic means. This can include wire, radio, or any other electromagnetic device. The combination of electricity and communication sparked the beginning of a long wave of innovations. The first of these inventions was the electric telegraph in 1831 by a man named Joseph Henry. This type of telegraph allowed messages to be sent and received over long distances. It contributed to the productivity of distributing news and communicating internally for businesses. The popularity of the electric telegraph was still at its peak when Alexander Graham Bell invented the telephone in 1876. The telephone allowed two people to communicate verbally with devices that converted the sound, as opposed to speaking face to face. Telecommunications provided people with a way to make long distance written and verbal communication personal. Distance became less of a problem for people who wanted to communicate verbally, increasing the flow of information. 20th century communication The 20th century was a busy time for communication. Radio and television became a great source of information in the early 1900s. Not only did they provide musical entertainment, but they also delivered news, sports, and weather to listeners. This is where it starts to get even busier. The telephone became mobile in 1981, but the word mobile is used loosely here. The first versions of the mobile telephone were not intended to be carried around on your person like they are now. They were heavy duty pieces of equipment that were usually only found in cars and trains. Once the mobile phone became pocket-friendly in the 1990s, more people were inclined to buy them. Phone companies started selling pay as you go plans and other phone contracts, fueling the industry. Also, a new form of written communication was created. We know it today as text messaging. Advancements in the phone industry were just the beginning. Communication continued to surprise the world, thanks to two things: the computer and the Internet. The computer was invented towards the beginning of the 20th century, but the features for communication were not created until the mid to late 1900s. In 1965, online written communication expanded into email, completely changing the game. To make it even more enticing for users, these systems soon adapted the means to share entire files or photographs. Then, after the personal computer (PC) was introduced in the 70s, computer systems slowly became a common household tool, especially for communication. The combination of a PC and the Internet made written communication fast, easy, and convenient. After reading that, we all know that email and PCs were just the beginning of the most important innovations in communication. But these origins can‟t be forgotten. Every communication tool used today was somehow influenced by simple ones from the long and never-ending history of communication. 21st century communication 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 4 B.B.A. Ist Year Subject: Communication Skills Now for the big one: 21st century communication. When thinking of modern day communication, keeping the idea of the Information Age in mind is important. The Information Age is characterized as the economic transition from industry to information technology. Simply put, everything is digital and knowledge has never been more powerful. People want information, and the best way to get it is through communication tools. It‟s no surprise that as communication got faster; the human race became more impatient with it. Communication of the 21st century kept up with these “needs” by creating even more tools and increasing the efficiency of existing ones. Video conferencing software is a perfect example of communication technology accommodating to the fast-paced Information Age. People no longer had to be in the same place for “face to face” communication. This was a huge development for people and businesses who frequently communicate from long distances. Another dominator of 21st century communication tools is social media. Social media websites are online communication and networking tools where people can connect and share ideas. The different social media sites were released quickly and with little time in between. Here is a little timeline to show when and how rapidly they emerged into the communication industry. These social media websites included tools for people to share personal content with either an individual or a group in a formal or informal way. Texting caused a domino effect of new mobile phone features, as well as improvements in existing ones. In 2003, Internet capabilities were added to mobile phones. People started carrying little computers in their pockets, and the smart phone was well on its way to changing the game even further. Speaking of smart phones, they showed up less than five years later. And along with smart phones came a multi-billion dollar industry: apps. Apps condensed different websites and made them more mobile phone friendly. I‟m sure you‟ve heard the phrase, “There‟s an app for that.” And there probably is. While there are plenty of apps that don‟t directly contribute to communicating information, there are also plenty that do. News outlets, social media websites, and search engines have all provided users with apps, allowing for mobile- friendly mass and personal communication. The importance of information in the 21st century was fueled by advancements in technology and communication. The art of providing tools for personal, professional and widespread communication was mastered. As the human race progressed and modernized so did human communication. And as information became more valuable, the methods being used to send it became more of a priority. Communication has come a long way, and it‟s only getting better. Take some time to dive deeper and learn more about communication theory. Importance of Business Communication  Persuasion is one of the factors of marketing communications. Persuasion is the main reason companies engage in marketing: to persuade their target audience to take action, as in, buy their product or subscribe to their services, make a phone call, or donate money.  All marketing communication is goal oriented, as the predetermine objective helps to create effective marketing communication strategy.  Every successful marketing communications helps plan the marketing message at every contact point that are received by the target audience.  It facilitates in controlling the performance and take necessary remedial actions on the basis of feedback information from them.  Communication creates a meeting of minds and improve industrial relations. It helps to develop mutual co- operation and understanding thereby improving industrial productivity.  Communication is indispensable for every organization to develop and maintain reputation or goodwill with its customers, investors, dealers, suppliers etc. 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 5  B.B.A. Ist Year Subject: Communication Skills Principles and Nature of Communications The transmission of any meaningful message is communication. It is as natural a phenomenon as existence itself. Whether we recognize it or not, we have no option but to communicate.Then we here stands for all things living. A baby cries to convey its hunger. A dog barks to warn his master of an intruder. Corporate organizations which, after all, consist of the human element, use information- based systems like Management Information System (MIS), Decision Support System (DSS) and Strategic Information System (SIS) to run businesses successfully. This is what communication is all about. Communication is an integral part of human existence. Communication contributes enormously to the success or failure of every human activity. Communication is essentially the ability of one person to make contact with another and to make himself understood. Since man is a social animal, it is vital that he express his feelings and emotions, receive and exchange information. It is here that communication comes into play. In case of organizations, it becomes even more important as people working in different departments have to achieve common objectives. The working of inter-personal relationships is possible only through communication. Apart from binding its various components internally, communication is what links an organisation with the external world. Thus, communication is regarded as the foundation of a successful organisation. No group can exist without communication. Communication has a significant impact on the ultimate potency of an organisation. It is only through communication that ideas, information, attitudes or emotions get conveyed from one person to another.At the individual level also, effective communication skills are responsible for success. According to a survey of America‟s most successful managers by a leading American magazine, Fortune, excellent communication skill was one of the prime determinants of success. A business Organization is a group of people associated to earn profit. Various kinds of activities have to be performed by the people of an organization so as to earn profit. Business Communication is know n as back bone of any Organization thus various activities in business need an effective and systematic communication. Without efficient communication, one cannot even imagine to do work and hence will be unable to earn profit. Since the aim of business organization is to earn profit, the organization will die without profit and this death is a result of the absence of communication. This is why communication is called life blood of a business organization. We can prove this statement more clearly through following points. Gain clarity over - WHO? WHERE? WHAT? HOW MUCH? FORM, CHANNEL, PERIOD and WHAT WAS IT?  Communication involves plurality of persons  Existence of message is essential which may be the orders, instructions or information about the managerial plans, policies, programmes  It‟s a two way and continuous process  Its primary purpose is to motivate a response  Communication may be formal controllable or informal uncontrollable  It can be in vertical, horizontal or diagonal The Seven Cs of Communication help overcome barriers: 1. Consideration: consideration states that every message should be prepared keeping in mind the person who will be the receiver of the message. Receiver's interest should be kept in mind while drafting the message. Specific ways to indicate candidness are: -  Focus on "you" attitude instead of "I" on "We"  Material or content of the message should be from reader's point of view.  45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 6  B.B.A. Ist Year Subject: Communication Skills  Use of positive words should be allowed so that positive reaction could be received by the readers.  Benefits of readers should be the prominent part of message. Examples: We Attitude: I am delighted to announce that there will be extra classes for the students in college to clarify their problems. You Attitude: You will be able to clarify your problems in the extra classes organized in college. 2. Clarity: Clarity is most important characteristic of communication especially in case or oral Communication/Presentation. Clarity in words, language of expression is very important to ensure proper presentation of ideas, message one wants to communicate during conversation. Clarity can be achieved through following ways:  Precise, familiar use of words or language during communication, Effective sentences should be framed,  There should be unity in all one words of message so that the main idea of message can be properly communicated.  Short length sentences of average 17 to 20 words should be preferred. 3. Completeness: Complete message is very important to communicate the main idea or information behind the message. Oral presentations should be as far as possible planned on restructured and all the information related to message should be properly communicated. Guidelines for ensuring completeness are as follows:  Provide all necessary information required for accurate understanding of message.  All Questions asked by the audience should be properly answered by presenter during oral presentation/communication.  Some extra information when ever desirable should be given to audience to make the presentation topic more clear, specific of complete. 4. Conciseness: Conciseness is the essential requirement of oral communication. Concise message saves time on expense for both sender on receiver concise means brief, short on informative message which is able to explain the idea of message with minimum words. Words in message should not be repetitive in nature & only relevant information should be communicated in message. 5. Correctness: In oral communication grammatical errors should be avoided. Right level of language should be used both in formal & informal communication. Use of accurate words and spellings should be considered. 6. Concreteness: it means specific, definite on valid use of information than vague or general. Concrete facts on figures should be used to make the receivers know exactly what is required or desired. Concrete language on information helps in interpreting the message in same way as communicate intend to communicate the message. 7. Courtesy: A proper decorum of speaking should be maintained while making oral communication/ presentation. One should say things with force of assertive without being rude. Polite or humble language shall be used which should not be insulting, against the religious, social as personal values of listener. Discriminatory language based, on gender, race, age, colour, cost creed, religion etc should be avoided. ELEMENTS IN COMMUNICATION 1. Sender: Someone who is sending the message to someone lese. For example, in ad the brand being advertised is „Pantaloons‟. Naturally, the maker of this brand is the sender of the advertising message. 2. Encoding: When we address someone, we use language, visuals, body gestures, etc. to communicate. All these are called symbols. The process of putting our thought into symbolic forms is called encoding. In a following Ad, you see a face full of wrinkles. Then you read the headlines which simply say: “Wrinkle free.” This process of communication is called encoding. 3. Message: The symbols themselves constitute the message. Hence, the visuals, headlines body copy, tag line, brand name, logo, etc., are all parts of the message. If you have already heard the name of „Pantaloons‟, then the message being given to you is that are dealing with a known company. 4. Media: The channels used for sending the message across to the receiver (customer) is called medium (or media; note that media is also singular). This Ad has appeared in the print media (just for the sake of knowledge, TV is an 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 7 B.B.A. Ist Year Subject: Communication Skills audio-visual medium, radio is an audio medium, etc. You will learn more about media in the second year). An individual member of the medium is called a vehicle. Here, India Today is the vehicle. A vehicle is the carrier of the message. 5. Decoding: Once we receive the message, we start interpreting it. For example, when you look at the wrinkled face shown in the Ad, you realize how bad it looks. The implication is that your clothes will also look as bad if they were not wrinkle free. Likewise, there are visuals of a shirt and a pair of trouser. These immediately give you the message that the Ad is perhaps for readymade clothes. At the bottom, the message given is that the brand is available at various cities and Pantaloon Shoppes. 6. Receiver: A receiver is one who reads/listen hears the message of the communicator. For example, any reader of India Today who is likely to see this Ad, is the receiver of the message. It may be noted, however, that the communicator (in our example, the manufacturer of Pantaloons) is not interested in just any receiver (i.e. any reader of India Today) but only those who would be interested in using his product. Thus, if never wear trousers, then the company will not be interested in me. 7. Response: After having read the ad, I will react to the message. My reaction (alternatively known as response) could be objective (if I accept what the sender of the message is saying) or negative (If I don‟t accept the message). For example, the body copy in the Ad says: “Pantaloons presents T 2000….” I may get impressed by the fact that the range has T 2000 choices available! But I may also reject the claims made in the body copy in case I find them unbelievable. 8. Feedback: Every communicator waits to know whether the message (a) has reached the target audience or not, and (b0 whether it has been accepted or not. In other words, one waits for feedback from the audience. The most desirable form of feedback from the marketer‟s point of view, of course, would be the purchase of the product by the customers. Thus, after this Ad is released in the media, if the sale of such trousers goes up significantly, the feedback is said to be positive. Similarly, if the company conducts a surveys and questions about the intention to buy; and customers say that they will buy the brand, again, the feedback is positive. PROCESS OF COMMUNICATION The process of communication involves two or more persons participating through a medium that carries the information or message for a particular purpose which is mutually understood by both the sender and receiver. Only when these conditions are fulfilled, a significant communicative situation will take shape 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 8 B.B.A. Ist Year Subject: Communication Skills 4. Noise (Physical and Psychological Distraction 5. Receiver 2. Message 3.Communication (Decoding) 2. and content Message Channel media and content TV. Radio, 1. Source Newspapers, (Encoding) Magazines, Internet, Mail,Phone 6. Feedback-Interactivity  Immediate Response  Delayed Response  No Response The receiver is anyone who is exposed to a message. Once receiver, receive a message, they decode it. Decoding is the process of interpreting what a message means. After customers decode a message, they respond in some way, indicating to what extent the message was received, properly decode, and persuasive. This response is called feedback, which is a response that conveys a message back to the source. The communication process occurs in a context or environment where other things are going on-competitive brand message, people walking by, a telephone ringing, as well as thoughts inside customers‟ heads. These “other things” are called noise-interferences or distractions that can negatively affect the transmission and reception of a message. FEEDBACK AND MEASURING COMMUNICATION RESULTS:- Feedback is the essence of two-way communication. In two-way communication, the sender must wait for receiver‟s response before deciding what to say nest and how to say it. Feedback is the check on how much successful one has been in transferring his message as originally intended. If there is no feedback.Communication will be incomplete and ineffective. Based on feedback, a sender may either alter the presentation of the message or cancel it entirely. Thus, there is no alternative to feedback. Feedback can be seen as informal (for example in day-to-day encounters between teachers and students or trainees, between peers or between colleagues) or formal (for example as part of written or clinical assessment). What is Feedback The observation of the receiver‟s response is called feedback. In other words, the part of the receiver‟s response communicated back to the sender is called feedback. Actually it is the amount of response of the receiver that reaches to the sender. It enables the sender to evaluate the effectiveness of the message. Some definitions on feedback are given below- According to Bartol & Martin, “Feedback is the receiver‟s basic response to the interpreted message”. In the opinion of Bovee & Others, “Feedback is a response from the receiver that informs the sender how the communication is being received in general”. 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 9 B.B.A. Ist Year Subject: Communication Skills Importance of Feedback 1. Basis of problem solving: In two way communication, feedback is compulsory. The sender can only justify the attitude of the receiver if feedback is provided. So, feedback „ ensures the basis of problem solving and this is one of the importance of feedback. 2. Democratic approach: It is a democratic approach to communication. It involves participation of the receiver and therefore provides scope to express opinion. It is another advantages of feedback. 3. Effective communication: Two-way communication gets confirmed that the message is rightly sent and can understand the success or failure of communication. 4. Identification of Improvement Area: Feedback gives input to the sender regarding the message provided by him. This helps to improve the communication problem. 5. Better understanding: Feedback helps to understand the view and opinion of the receive. With better understanding, sender decides for the next step. 6. Creating healthy relations: One way communication cannot create healthy relation in case of labor management. Hence two way communications are effective and therefore lower level employees can depend on feedback to raise their voice. 7. Effective coordination: Feedback enables effective coordination in an organization. All concerned departments can share the work-in-progress through the means of feedback. This supports for the successful completion of a job or transactio 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 10 B.B.A. Ist Year Subject: Communication Skills COMMUNICATION MODELS SHANNON WEAVER MODEL In 1948, Shannon was an American mathematician, Electronic engineer and Weaver was an American scientist both presented this model. It was specially designed to develop the effective communication between sender and receiver. Also they find factors which affecting the communication process called “Noise”. At first the model was developed to improve the Technical communication. Later it‟s widely applied in the field of Communication. Message Signal Rec Message eived Signal INTERACTIVE MODEL With slighter change in Shannon weaver model, the interactive model can me developed. Feedback is an avoidable stage in communication by introducing this phase to the above model we get interactive model of communication which is as follows. Message Sign Receive Message al d Signal Feedback INTERMEDIARY MODEL An intermediary model of communication was developed by Katz and Lazarsfeld in 1955. it focuses on the important role held by the intermediaries in the communication process. Many of these intermediaries have the ability to decide and influence the messages, the context and ways in which they are seen. They often have the ability, to change messages or to prevent them from reaching an audience. TRANSACTIONAL MODEL The transactional model of communication takes into account noise or interference in communication as well as the time factor. The outer lines of the model indicate that communication invalves both systems of communicators and personal systems. It also takes into account changes that happen in the fields of personal and common experiences. The model also labels each communicator as both sender as well as 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 11 B.B.A. Ist Year Subject: Communication Skills receiver simultaneously. There is this interdependence where there can be no source without a receiver and no message without a source. Communicators depends on factors like background, prior experiences, attitudes, cultural beliefs and self-esteem. Models of Communication There are many communication models to understand the process involved in it as developed by different theorists two types of models are – 1. Linear Models and 2. International or Interactional models According to Aristotle in a communication event, there are three main ingredients, such as: 1. The speaker 2. The speech and 3. The audience Subsequently, a number of experts have developed modern models of communication which are more complex and dynamic. Shannon and Weaver Model They considered the theory as strictly mathematical can has been identified with technology and technical aspects of communication. They considered communication as a mechanistic system consisting of the following five basic elements. They are 1. Information – Source 2. Transmitter – to convert a message into transmittable signals 3. A channel 4. A Receiver – Who reconstructs the message from the signals 5. Destination – The person or machine to whom it is intended the other four components, he introduced in the system, are – 1. The message 3. Received Signals 2. Transmitted Signals 4. Noise Source 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 12 B.B.A. Ist Year Subject: Communication Skills The degree of difference in meaning between the sender and the receiver is accounted for by noise. The mathematical theory of communication is also used in developing the information and computer science. David K. Berlo's Model Berlo's model is of basic importance in developing other communication models and for Identifying elements of communication. Berlo's process theory has contributed a great deal to the subject of communication. The following nine components are included in his model:  A Source  A Encoder  A Message  A Channel  A Received  A Decorder  A Meaning  A Feedback  A Noise Fig. David K. k Berlo's Mold Harhold D.Lasswell Model The communication process of Lasswell, in its broader analysis, gives rise to four basic and important questions. They are Who? What? Whom? Which? The behavioural aspect of the sender in the communication process is well- established by Lasswell. But his model ignores the essential elements of the communication process. IN WHO MEDI Sender A SAYS 10 WHOM wAtur RECEIVE R INTERPERSONAL OR INTERACTIONAL MODEL Feedback with reference to the communication process means interaction or interface or face-to-lace communication with another person who is the receiver of the message. The purpose feedback is to measure and evaluate the message received by the receiver and to plan for future communication. Thus, feedback may result in revision or alteration of the original message or sending altogether a new message. It is necessary to have interaction between the sender and the receiver. This has given rise to interpersonal or interactional model of communication. It is the interaction which facilities the return information called feedback. This may be effective by the words, signs of behaviour change. By this, the cycle or circular flow of the words, sing or behaviour change. By this, the cycle or circular how of communication is complete. This is two-way communication or international or international is complete. This is two way communication or interpersonal model. The linear model is known as one-way communication. This is the reason why effective communication is called interpersonal or interactional communication. The interpersonal model of communication demands the presence of the following elements in the process of 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 13 B.B.A. Ist Year Subject: Communication Skills communication; 1. Message or idea or stimulus 2. Sender or transmitter or communicator 3. Encoding 4. Channel 5. Medium 6. Receiver 7. Decoding 8. Action or behaviour change 9. Feedback Essentials of Good or Effective Communication – Seven C‘s of Communication 1. Clarity: - Clarity of idea, facts, and opinion in the mind of communication should be clear before communication. It is a thinking process to conceive the subject. 2. Information: - All communication contains information while all information cannot communicate a message. 3. Completeness:- The subject matter to be communicated must be adequate and full so that receiver' get the message. 4. Emphasis on Attention: - communication is one in which receiver interest is created and they should pay proper attention to the message. 5. Consistency:- The message transmitted should not be contradictive 6. Simplicity:- Avoid using superfluous words Unnecessary prepositions, jargon. 7. Follow up on Communication:- The language should be simple & only common words be used. 8. Support wards with deeds 9. Be a good listener 10. Credibility: 11. Context: The communication program must square with the qualities of its environment. 12. Content: - The message must have meaning for the receiver. 13. Capability:- Communication must take into a Count the capability of the audience. 14. Channels:- Channel of communication should be use according to receivers respects Barriers to Communication Introduction — No matter how good the communication system in an organization is, unfortunately barriers can and do often occur. This may be caused by a number of factors which can usually be summarized being as due to physical barrier, languages, and organizational, emotional, personal barriers. A communication becomes successful only if the receiver understands what the sender is trying to convey. When your message is not clearly understood, you should understand that you should understand that your message is facing a barrier. Commonly Experienced Barriers  Noise Goal conflict  Emotions.  Culture  Lack of planning  Offensive style  Filtering information  Social; Psychological barriers.  Wrong & unclarified assumption  Time distance  Loss by transmission Barriers to Communication 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 14  B.B.A. Ist Year Subject: Communication Skills 1. Physical barrier - Physical barrier in an organization includes large working areas that are physically separated from others.  Marked out territories, empires into which strangers are not allowed  Closed office doors, barriers screens, separate areas for People of different status. Physical barriers may include –  Noise  Physical Distance  Improper Time  Information Overload 2. Language barrier - The barrier created due to the improper of language, words, phrases, etc.  Variety of Meaning. : For example: a person may be present at function and receive a present and present some thoughts on budget. 3. Cultural barrier —  Values & norms  Non verbal communication  Social relationship  Perception  Concept of time  Use of voice  Concept of space  Specialist language  Thinking process  Appearance (we react unconsciously to the biological)  Appearance color & texture of skin, color eyes of Body structure, way of dressing etc.) Organizational barrier: The factors internal to the organization which adversely affect the flow of communication arc called on barriers. This includes —  Organization polity  Complex organizational structure  Rules and regulations  Facilities  Status difference  Wrong choice of channel – 1. Psychological or emotional or perceptual barrier & Personal One of the chief barriers to open & free communication is the psychological or emotional barrier. It is 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 15 B.B.A. Ist Year Subject: Communication Skills comprised mainly of fear, mistrust & suspicion. The roots of our emotional mistrust of others lie in our childhood & infancy when we were taught to be careful for what we said to others. This included –  Selective listening,  Lack of ability to communicate  Premature evaluation  Psychological & emotional barriers  Inattention  Difference in speed of talking & listening.  Emotional attitude,  Inferring.  Defensiveness :( fear of boss)  Barriers, due to resistance to change,  Status block  Self centered attitude  Lack of trust & confidence.  Attitudinal clash with sender  Group identification (belonging to a group like family locality, city, our religion group, age, group, nationality, economic group ) we tend to reject an idea which goes against the interest of the group. How to overcome communication harriers –  Shortening the line of communication  Use of simple and meaningful language.  Developing patience to listen & understand others  By avoiding pre-mature evolutions  Keeping it short.  Giving due importance to gesture & tone  Utilizing the feedback  Developing mutual trust  Co-ordination  More use of informal & face-to-face talks  By communicating so as to express & not to impress  The communication audit  By having a personal touch in communication 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 16 B.B.A. Ist Year Subject: Communication Skills Unit II Public Speech The spoken word wields greater power. It can stir people to mutinies and rebellions; it can make them dis- spirited and downcast. It can turn a hostile mob into a friendly gathering; it can also turn a friendly gathering into a hostile mob. I can build tension and it can relax tension. Antony, by virtue of his rhetoric, was able to win the Roman ob over to his side and turn tables on Brutus and Cassius the conspirators against Julius Caesar. Nehru‟s famous speech “The Light has Gone out” on the death of Gandhi evoked a sense of irreparable national loss and brought tears to the eyes of every listener. The key to the success of many a political leader, industrialist, businessman, salesman lies in his capability of making an effective speech. In the commercial world, a salesman has to make hundreds of mini speeches a day to persuade his customers to buy certain goods. The greater his speech-making ability, the better salesman he will be. A touring agent booking orders for his parent firm is also a kind of speaker. These are small informal speeches. But there are occasions for more important, formal speeches as well. Managers, businessmen and industrialists are often required to make speeches at company meeting, inaugurations, seminars and discussions. It needs considerable still to prepare a speech and make it effectively before a gathering. But whether it is a salesman selling a part of nylon socks or a bank manager persuading his listener to accept a certain proposal, they organize their speeches on ascetical fundamental principles. Our major purpose in this chapter to spell out these principles and to illustrate them through speeches actually made before certain gatherings. CHARACTERISTICS OF A GOOD SPEECH 1. It is clear. 2. It is like an informal talk. 3. It is vivid and concrete. 4. It is brief. 5. It is interesting. 6. It is audience-oriented. PROFILE OF A GOOD SPEAKER The following nine qualities of a good speaker are mentioned: a Reader‟s Digest publication. 1. “A good speaker is likely, interested, enthusiastic, vital.” He treats his audience as a group of living people. He makes it sure that he is keenly interested in the subject he is speaking about he is taking pains to make his audience in it. 2. “A good speaker is earnest.” He does not speak just for the sake of speaking-in order to show off, to impress his audience with his erudition or his authority.” 3. “A good speaker has a sense of responsibility to his listeners.” He realize that time is previous and tries to say something worth the time being spent by his audience. 4. “A good speaker has a sense of responsibility to other on the programme.” He takes more time than that it allotted to him. 5. “A good speaker has a sense of responsibility to his subject. He does not spread to the 6. “A good speaker has a sense of leadership; he stands up tall; he talks eye to eye; spread responsibly and with authority, as a leader should.” 7. “A good speaker keeps s his head.” He is carries off by his over-enthusiasm or over confidence. 8. “A good speaker tries to balanced, sane.” 9. “A good speaker keeps his sense of humor.” The most difficult kind of oral communication for most people is a formal speech. Most of us feel uncomfortable in speaking before other and generally do a poor job of it. But it need not be this way. With efforts, we can improve our ability with respect to public speaking. We can do these first learning effective techniques of public speaking. Then we may put these techniques into practice. Public Speaking 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 17 B.B.A. Ist Year Subject: Communication Skills is a form of communication in which a person speaks face-to face to a relatively large audience. In public speaking, the speaker speaks in a fairly continue is manner. Developing public speaking skill requires attention to the following activities:  Selection of the topic  Audience analysis  Researching and planning the speech  Organizing the speech  Wording the speech (verbal and non-verbal)  Developing confidence and overcoming fear. It is important to remember that although these are parts of a process, but these are no specific steps to follow in exact order. Ordinarily, the speaker will not begin with one, finish that part, go on to two, finish that and so on to six. [A] SELECTION OF THE TOPIC The speaker‟s first step in formal speech making is to determine the topic of his presentation. In some cases, he is assigned a topic, usually one within his area of specialization. In fact, when he is asked to make a speech on specified topics, it is likely to be his expert knowledge in the area. If the speaker is not assigned a topic, he must find one his own. In this search for a suitable topic, he is to be guided by three basic factors. 1. Background and knowledge. 2. Interest of his audience. 3. Occasion of the speech. [B] AUDIENCE ANALYSIS One requirement of good speech making is to know the audience for public speech. The speaker should study his audience before and during the presentation in the manner narrated below: Preliminary Analysis In analyzing the audience before the speech, the speaker should research for the audience‟s characteristics that will affect his presentation. For example, size of audience is likely to influence how formal or informal the speaker has to make his speech. (As a rule, large audiences require more formality). The audience‟s personal characteristics also can affect how to make his speech. Characteristics such as age, sex, education, experience and knowledge of subject matter can determine how a speaker his message choice of words, need for illustration, and level of details required. Just as in writing, he should adapt his speeches to his target audiences. This knowledge about his audience is first step in adaptation, Analysis during Presentation The audience analysis should continue as the speaker starts making the speech. This is also called as feedback phase. This phase of audience analysis gives the speaker information about how his listeners are receiving his words. With this information, he can adjust his presentation to improve the communication result. [C] RESEARCHING AND PLANNING THE SPEECH When preparing for a public speech, each speaker should consulate a wide variety of sources. When the research has been completed, the speaker should organize all the information, arguments and evidence into a complete outline, which is called as the speech brief. A formal brief should be written as a sentence outline. Its purpose is to help the speaker to understand both sides of the speech issue. It also serves as a source of the specific information, which the speaker will include in the outline for his or her public speeches. For a debatable topic or issue, the following parts of a brief may be considered. I. Statement of the proposition 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 18 B.B.A. Ist Year Subject: Communication Skills II. Introduction A. Importance of the issue or topic B. Short history of the issue/topic C. The main arguments will be brief and precise 1. List of the common arguments for the affirmative side. Common arguments are that the proposed change is needed, that the change is practical, that the change is desirable and that the advantages of making the change are greater. 2. List the common arguments for the negative side. Common arguments are that the proposed change is not needed, that the change is impractical and undesirable, that the disadvantages of making the change are greater and that there are solutions better than those proposed by the affirmative side. III. Body (this is the longest, most detailed portion) A. State again each argument for the affirmative. After each argument list the specific evidence that supports it. Cite also the source for each item of evidence. B. State again each argument for the negative. After each argument, list the specific evidence that supports it. Cite again the source for each item of evidence. IV. Conclusion A. Summarize the position and argument of the affirmative side. B. Summarize the position and argument of the negative side. Like most reports, the speech usually ends with a conclusion. Here the speaker brings all that he has presented to the audience. He achieves the speech‟s goal. In doing this, he should consider including these three elements in his close: (1) A restatement of his subject (2) A summary the key points developed in the course of presentation and (3) A statement of the conclusion main message. Usually it is effective to bring the speech to a climatic close that is make it the high points of the speech. He can do this by presenting the concluding message in strong language so that it gains attention and be remembered. In this section, we shall also discus guidelines for speaking notes, guidelines for speech manuscripts and guidelines for using visual aids. [D] ORGANIZING THE SPEECH Organizing the body of his is such like organizing the body of report. The speaker takes the whole and divides it into comparable parts. Then he takes these parts and divides them. He continues to divide to as far as it is practical to do so. In speeches, however, he is more likely to use factors as the basis of division than time, place or quantity. The reason is that is most speeches, his presentation is likely to build around issues and questions that are subtopics of the subject. Even so subdivisions like tie, place and quantity are possibilities. After preparing a brief for time, he will need to decide on his method of presentation – whether to present it extemporaneously or by reading it or by memorizing it. 1. Extemporaneous presentation: it is the most popular and effective method of presentation. Using this method, the speaker initially thoroughly prepares his speech. Then he prepares notes and presents speech from them. Usually he rehearses. He makes sure that all matter related to the speech is clearly in the mind. However, he makes no attempt to memorize. The extemporaneous method usually sounds natural to the listeners, even though it is (or should be) the product of careful planning and practice. 2. Memorized presentation: It is the most difficult method of presentation for most of us. Probably, a few speakers actually memorize an entire speech. Memorized speech does have poor display of non- verbal cues. Instead, they memorize key parts and use notes to help them through the presentation. Such deliveries actually are a cross between extemporaneous and memorized 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 19 B.B.A. Ist Year Subject: Communication Skills presentations. 3. A third method of presentation is by reading. Unfortunately, most of us do not read aloud well. We tend to read in dull monotone voice, producing a most uninteresting effect. We fumble over words that lose our place, miss punctuation marks and such other lapses. Of course, many speakers overcome this problem and with effort, this can be eliminated. However, it will be advisable to attempt to read a speech until he has a proficient reader. [E] WORDING THE SPEECH His eyes and ears will give feedback information. For examples, facial expressions of the audience members will tell him how they are reacting to his message. From smile, blind stares and movements, the speaker will get an indication whether the listeners understand or agree with his message. He can detect from their sounds (or silence) whether they are listing. If questions are in order, he can learn directly how his message is coming a across. In general, by being alert, he can learn much from his audience and what he learns can help him to make a better speech. The speech is to be worded carefully. Wording includes non-verbal content. A few aspects relating to wording the speech are as follows: 1. Appearance and bodily actions: As his listeners hear his words, they are looking at him. What they see is part of the message, and it can have real effect on the success of his speech. What his audience sees, of course, is the speaker, they also see what surrounds the speaker should thoroughly understand the communication effects. The importance of non-verbal mode of communication – appearance and bodily actions – cannot be ignored. 2. The communication environment. Much of what is audience sees in all that sounds him as he speaks everything that tends to add to a general impression. This includes the physical things the stage, lighting, background etc. Although not visual, a related influence here would be heat, ventilation and outside noises. For the best communication results, the factors in a communication environment should not detract from his message; rather, they should contribute to good communication. His own experience as a listener will tell him what is important. 3. Personal appearance: The appearance of the speaker is part of the message. The audience from the personal appearance of the speaker receives most of the non-verbal cues. Of course, he must accept his physical attributes, but a few of us need be at a disadvantage with respect to appearance. All that is necessary is that he uses appropriately what he has. Specifically, he should dress appropriately for the audience and the occasion. The speaker should be clean and well groomed. He should use facial expressions and bodily movements to his advantage. 4. Posture: Posture or body position is likely to be the most obvious thing, which his audience sees in him. Even if listeners cannot be close enough to detect facial expressions and eye movements, they can see in general the structure the state of body. The speaker probably thinks that one should tell him what good posture is. He may know it when he sees himself. The trouble is that he is unlikely to see it himself. One solution is to have other tell him whether his posture needs improvements. Another is to practice speaking before a mirror or with videotape equipment. In this effort to improve his posture, he should keep in the mind aspect, which must go on with his body in order to form a good posture. His body weight must be distributed in a comfortable and poised way consistent with the impression he want to make. Uneven distribution of body weight appearing stiff and uncomfortable. His bearing should be poised, alert, and communicative. He should do all this naturally. The greatest danger with posture is appearing artificial. People may become too much artificial by reading books on communication. 5. Walking. The way the speaker walks before his audience also makes an impression on his listeners. A strong and sure walk of the speaker gives an impression of confidence. Hesitant and awkward steps give the opposite impression. Walking during the presentation can be good or bad, depending on how the speaker does it. Some speakers use steps forward and to the side as a form of bodily gesture, especially to emphasize points. Too much walking, however, detracts listeners, from the message. He should hold his walking to a minimum, using it only when he is reasonably sure 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 20 B.B.A. Ist Year Subject: Communication Skills of its favorable impact. In public speech, we rarely find speakers walking. 6. Facial expressions: Probably, the most apparent body movement is facial expression. It is being contended that the face is the index of the mind. The problem is that he may unconsciously use facial expressions that convey unintended meanings. For example, a frightened speaker may tighten the jaw unconsciously and begin to grain. The effect may be an ambiguous image that from the entire communication effort. A smile or grim face, or a puzzled frown conveys a clear non-verbal message, question, they are effective communication devices and the speaker normally them. 7. Eye contact: God given us two eyes to improve the effectiveness of non-verbal communication. Equally important is eye contact. The eyes have long been considering “mirrors of the soul” and reveal his sincerity, goodwill and flexibility. Some listeners tend to shun speakers who refuse to look at them. On the other hand, moderate eye contact tends to show that he has a genuine interest in his audience. Eye contact focusing on a few in the audience does not create a good impact. 8. Gestures: Like posture gestures add to the message, which the speaker communicates. A few gestures are natural. The speaker has to ensure that these gestures should not distract the listener. Just what they add, however, is hard to say. They have no definite or clear-cut meanings. A clinched first, for example, certainly adds emphasis to a strong point. But it can also show audience, make a threat or signify support for a cause. And so it is with other gestures. They register vague meaning. Although gestures may have vague meanings, they however are natural aids to speaking. It appears natural for example, to emphasize a plea with palms up and to show disagreements, with palms down. Raising first one hand and then the other reinforces a division of points. Slicing the air with the hand shows several divisions. Although such gestures generally are clear, we do not all use them in the same manner. It should be clear that the speaker could use bodily movements to help speaking. Which movements he should use, however, are hard to say? They are related to personality, physical make-up and the size nature o the audience. A speaker appearing before a formal group generally should use relatively a few bodily actions. A speaker appearing before an informal audience should use more actions. On a given occasion, the speaker should use his own judgment regarding the postures. 9. Use of voice: Good and effective voice is an obvious requirement of good speaking. Like bodily movements, the voice should not hinder the listener‟s concentration on the message. More specifically, the voice should not detract attention from the message. Voices that cause such difficulties generally fall into four areas of fault: (a) Lack of pitch variation: Speakers who talk in monotones are unlikely to hold their listeners‟ interest for long. Without variations in pitch, the speaker not be impressive. Most voices are capable of wide variation in pitch and the problem usually can be corrected. Most often the failure to vary pitch of the voice is a matter of habit of vocal patterns which are developed over years of talking without being aware of their effects. (b) Lack of variation in speaking speed: For better presentation, the variations in the speed of speech are also maintained. Determining how fast to talk is a major problem. As a general, the speaker should present easy parts of the message at fairly brisk rate and hard to understand information at a slower pace. The reason for varying the speed of presentation should be apparent. Easy information presented slowly is irritating. Hard information presented rapidly may be difficult to understand. (c) Incorrect use pauses: A problem related to speaking pace is the incorrect use of pauses. Of course, pauses used at the appropriate time and place are effective. When properly used, they emphasize the upcoming subject matter and are effective in gaining attention. Pauses convey meaning to the listeners. Further, it helps the speakers to take rest in between. The frequent and arbitrary pauses, however, are irritating and break the listener‟s concentration. The error is compounded when the speaker fills in the pauses with meaningless and irrelevant words like “Well”, „Ok‟. (d) Lack of vocal emphasis: A secrete of good speaking is to given words their due emphasis by 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 21 B.B.A. Ist Year Subject: Communication Skills varying the manner of speaking. He can do this by (i) Varying the pitch of his voice, (ii) Varying the pace of his presentation and (iii) Varying the volume of his voice. As the first two have been discussed, the speaker must talk loudly enough for all of his audience to hear, but not too loudly. Thus, the loudness, voice force for a large group should b greater than that for a small group. Regardless of group size, however, variety in force is good for interest and emphasis. It produces contrast, which is one way to emphasize the subject matter. Some speaker incorrectly believes that the one way to gain emphasis is to get louder. If the speaker uses only loud voice, it will not have better impact. (e) Avoid a few words or phrases:  Latin and French words  Technical terms  Socially unpleasant words  Cheap hollow and slag terms  Difficult words  Repeating phrases-you see, you know [F] DEVELOPING CONFIDENCE AND OVERCOMING FEAR All steps narrated above regarding public speaking will not give any results if the speaker has the fear to face the audience. The reviews should help him to pinpoint these problems areas and give him some practical suggestions to overcome them. A few aspects are important in this regard: 1. Confidence: Even the most confident speakers have the nervousness whenever they occupy a stage for public speech. A primary characteristics of effective oral reporting is confidence. This includes his confidence in himself and his audience in him. Actually, the two are complementary to each other. The audiences can give him a sense of security, thereby making him more confident of his ability. Typically, he earns his confidence over periods of association. But there are things, which he can do to project an image that invites confidence. For example, he can prepare his presentation diligently and practice it thoroughly. Such careful preliminary work will give him confidence in himself. Having confidence leads to more effective communication, which in turn builds confidence in his listener‟s mind. Another thing he can do to gain confidence is to check his physical appearance carefully. Unfair and illogical as it may be, certain styles of dress and hair create strong images I people‟s minds. Thus, if he wants to communicate effectively, he should analyze the audience to whom he seeks to reach. He should work to develop the physical appearance that will project an image in which is audience can have confidence. Yet another suggestion is simply to talk in strong and clear tones. Such tones do much to project an image confidence. Although most people can do little to change their natural voices, but he can try to add sufficient volume. 2. Sincerity: The speaker must be sincere. Listeners always appreciate sincerity in the speaker. The listeners will be quick to detect insincerity in the speaker. When they do so, they are likely to give little weight to what he says. On the other hand, sincerity is a valuable aid to conviction, especially if the audience has confidence in his ability. He must make efforts t project an image of sincerity to succeed. 3. Thoroughness: The speaker must be thorough regarding the subject matter of public speech. Thoroughness in his presentation generally will make his message better received than scantly of hurried coverage. Thorough coverage gives the impression that he has taken proper time and adequate care and such an impressions tends to make the message believable. But he can overdo thoroughness. If the presents the information in too much detail, his listeners may become lost in a sea of information. The secret is to select the important information and leave out the unimportant. Selecting important information, of source, requires that he used good judgment. He must place himself and his listener‟s shoes and ask himself just what they do not need to know. 4. Friendliness: A speaker who projects an image of friendliness has a significant advantage in 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 22 B.B.A. Ist Year Subject: Communication Skills communication. If the speaker is not friendly, the listeners feel distracted. People like people who are friendly and are Moe receptive to what they way. Like sincerity, friendliness is difficult to present. It must be honest if it is to be effective. But with most people, friendliness is an honest effort. A few people want to be friendly also. A few others are unable to project the desired friendliness of his image as a speaker; there are other characteristics such as interest, enthusiasm, originality and flexibility. Through self-analysis and dedicated effort to improve the speaker can enhance his speaking image. [H] BARRIES TO PUBLIC SPEAKING Lot of literature is available on public speaking skills. Even then effective public speakers are early found. A few barriers are strategic and important. They as are follows:  Fear is the most important barrier to effective public speech. Whenever a person invited to deliver a public speech, he has to bear a lot of stress. This stress mainly emanates from fear.  Sense of inferiority complex forces an individual not to come forward to deliver public speech. Usually people feel that skill is rare and cannot be developed.  Inadequate presentation also causes a barrier to good public speech. Preparation is conscious effort to do the things in a better way. If preparation of public speech is made adequate, the quality of speech will be excellent.  Memory factor also plays an important role in public speech. As the speaker occupies the stage, the phobia of public speech wipes out his memory in total. On account of memory factor, much of the prepared speech is lost.  Lack of self-confidence is exploiting available opportunities and may develop one area where a speaker has to concentrate to develop confidence. Delivering the public speech regularly will boost the confidence of the speaker. Group Discussion: The group discussion is a personality test most popular with public / private sector undertaking, government departments, commercial firms, iims, universities and other educational organizations to screen candidates, after the written test. In GD all there equal as participants. No one is officially chosen as leader. But a candidate by his / her initiative / ability to join in the discussion, maturity and clarity or ideas and understanding of group dynamics gradually beings to direct the course of discussion and mediate between the opposing views to above a evolve a comprehensive view of the whole group. Techniques for GD 1. The group usually consists of 8 to 10 candidates 2. No one is nominated as leader, coordinator or chairman to conduct the discussion. 3. Normally, 20 to 30 min. is given as time to complete the discussion. 4. Each candidate is indicated by his / her roll number and is to be addressed adoringly. 5. The seating is arranged is a circle and the candidate are seated adoring to the ascending order of whole members. I. Strategy: (a) To gain group‟s attention  To begin speak to the person sitting diagonally opposite to you.  Or, begin speaking to the person who has just finished talking.  Make friend by speaking to those who have been ignored by the rest of the group.  II. Your objective: Getting the group‟s attention is the first thing. Having got it, use it to make your point most effectively. III. Language:  Formal 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 23 B.B.A. Ist Year Subject: Communication Skills  Simple, correct spoken English  Not colonial English  Not literary English IV. Body Language:- a. Posture-  Formal (Straight back, hands together in the front/on the edge of the table)  Must reflect enthusiasm b. Gestures and body movements:  Shouldn‟t be threatening or restricting other members.  Avoid excessive use of hands.  Be natural. c. Eye contact: Establish eye contact with as many as you while speaking. GD gives the opportunity to assess certain traits and skills, (such as the following) of the candidates that are not possible to observe in a resume, written examination or an interview: leadership qualities quality of participation analytical skills problem solving skills oral communication skills ability to handle people team spirit non-verbal behaviour conformation to norms decision-making ability inter-personal behaviour behaviour in a group body language how much importance do you give to the group objective as well as your own how well do you listen to viewpoints of others and how open-minded are you in accepting views WHAT DO SELECTORS LOOK FOR? In a GD what do the panel of selectors look for? They will be looking for a variety of attributes in you, which they were unable to assess from the resume. These will include the following: Did you make any useful contribution at all? What was your level of knowledge about the subject? Did you communicate effectively? Were you a good listener? Did you unnecessarily interrupt others? How positive or negative was your body language? Did you exhibit any analytical skills? Did you provide leadership to the group? How good a team player were you? Did you look or sound “selfish”? Did you do anything to bring the group to focus on the topic rather than going outside it? GROUP DISCUSSION: THE DO’S: So also your proficiency in vocabulary, grammar, accent and so on. These help to draw the attention of the selectors towards you. To bring out the best in you and to create the desired impact on the selectors, you 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 24  B.B.A. Ist Year Subject: Communication Skills need to adhere to some Do‟s and Don‟ts. These Do‟s are: o Listen to others attentively; you may even take brief notes. o Enter the discussion at an early stage. o Communicate with confidence. o Make sure that your contributions are focused on the given topic. o Try to speak something new which has not been said by the earlier speakers. o Group Discussions If you find that any participant is not making her/his viewpoint clear, ask pertinent questions. o Even when you oppose a view point, use dignified language. o Try to make your contributions take the centre point for the discussion. o If the discussion is going out of focus, try to point this out and bring it back on track. o Use positive body language. o Remain confident and interested throughout, whether you are speaking or not speaking. o Conclude each argument at the right time and in the right manner. o Collaborate instead of compete. GROUP DISCUSSION: THE DON’TS: The selectors will be critically observing your every action while the GD is on, and will be making notes of the positive points as well as the negative points. While it is important to demonstrate strengths, it is equally important to work on your weaknesses. So please take note of the don‟ts listed below: Don‟t appear or feel restless when someone is speaking. Don‟t keep silent for a long time; the selectors are there to hear you speak. Don‟t exhibit negative body language. Don‟t use abusive or objectionable language or gestures. Don‟t interrupt others when they are speaking. Don‟t impose your views upon others. Don‟t get irritated or lose temper if someone disagrees with you. Don‟t deviate from the subject given for discussion. Don‟t take anything personally. Don‟t give instructions to others in the group. Don‟t speak for the sake of speaking. Communication in Committees, Seminars and Conference: Committees: A committee is a group of people who work collectively, discuss, decide and recommend solutions to the problems (of a concern) which possibly cannot be solved by an individual. A committee consists of a group of men conversant with a subject; naturally their advice will be much superior to that of one man. Committees work very well in large complex corporate organizations having multifaceted problems too big and too complex to be dealt effectively by one person. In a committee, ideas put forth by several persons are pooled and offered for criticism; the ideas are developed and thus recommendations are made as regards procedure and policies. Principles of a Committee: 1. The number of persons in a committee should depend upon the need and be optimum minimum (about 5 to 10 persons). 2. Responsibility, authority, objectives and duties of the committee should be clearly defined. 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 25  B.B.A. Ist Year Subject: Communication Skills 3. Agenda of the committee should be prepared and communicated to the committee members at least a week before they meet for discussions. 4. Problems which can be taken care of by an individual should not be included in the agenda of the committee. 5. Committee meetings should begin and end on prefixed timings. 6. Problems not related to the subject-matter at hand should not be discussed because it will simply waste time. 7. The operation of the committee should be a cooperative development. 8. The recommendations made by the committee should be published and circulated to interested and concerned persons. The committee should be apprised of the action taken based upon its recommendations. 9. A committee must be dissolved after its purpose is over. Types of Committee: (a) A standing or permanent committee is needed in a complex organisation experiencing multifaceted problems almost all the times. (b) A temporary committee is formed to face and solve problems arising occasionally. (c) The committee in control has full powers to act and may assume a position that could be manned by one individual. (d) The coordination and discussion committee discusses problems and gives its advice. It has no power to act. (e) The advisory committee explores various aspects of a problem and suggests courses of action to the concerned executive, thereby helping him to reach the decisions for which he is held responsible. The committee does not have power to act. Advisory Committee is used extensively in business. (f) The educational committee aids in getting information about company problems, policies and projects to major individuals concerned. It also gives an insight into the ultimate company organization, etc. Advantages of a Committee: 1. A committee often performs worth-while tasks since two experts are better than one. 2. A committee coordinates the efforts of the departments which are represented (e.g., sales, production and engineering) in development of a new product. 3. A committee is of special value in broad policy determination and rounding out plans. 4. A committee reduces the work load of management. 5. Committees are especially good at innovation or brain storming. 6. A committee helps securing co-operation of various personnel. 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 26  B.B.A. Ist Year Subject: Communication Skills 7. A committee is effectively used to appoint persons to fill vacant positions in the enterprise. 8. Committee meetings may be called to train younger executives and to give them a keener insight into the operation of the business. Limitations of a Committee: 1. Sometimes it turns out to be true that what a committee finishes in a week, a good individual may complete in a day. 2. It may be said that committee operations are slow and committees tend to hang on for a considerable time. 3. An executive afraid to stand behind his own decisions may use a rubber-stamp committee and thereby share his responsibility with others. 4. In a committee, no individual can be held responsible for anything. 5. Committee decisions represent generally a compromised position and do not truly reflect the real feelings of the individual committee (or group) members. Conferences: A conference is a meeting of a large group of persons assembled for the purpose of discussing common problems or activities. The number of participants may be anything from 10 to 500 or more; a large conference is divided into small groups for the purpose of discussions. The participants may not be from the same organization. The conference is a tool of learning and training and development; members pool together and share their knowledge and experience, and discuss their problems. It is an enriching activity. It does not have a task to complete; any conclusions that are arrived at during the discussions are included in a report of the conference. Copies of the report are given to the participants and their organizations. A conference does not have any authority but it may make recommendations since the participants are persons who have experience and are engaged in the activity and are directly affected by the state of affairs in the field. A conference is generally understood as a meeting of several people to discuss a particular topic. It is often confused with a convention, colloquia or symposium. While a conference differs from the others in terms of size and purpose, the term can be used to cover the general concept. A convention is larger than a conference; it is a gathering of delegates representing several groups. At a conference, innovative ideas are thrown about and new information is exchanged among experts. Its purpose could be one of the following:  An academic conference is a gathering of scientists or academicians, where research findings are presented or a workshop is conducted.  A business conference is held for people working in the same company or industry. They come together to discuss new trends and opportunities pertaining to the business  A trade conference takes place on a larger scale. Besides businessmen, there are members of the public who come to network with vendors and made new connections. Such a conference consists of workshops and white paper presentations.  An unconference differs from the traditional conference, since it avoids the high costs, top-down organizational hierarchy and sponsored presentations. All attendees are equally knowledgeable about 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 27  B.B.A. Ist Year Subject: Communication Skills the topic and the discussion follows an open mode; usually without a single speaker addressing the gathering. Most conferences have one or more keynote speakers who will deliver the keynote speech. These are common at academic and business conferences. The speakers chosen are eminent personalities in the related field and their presence is meant to attract more people to attend the conference. There are various types of conferences:  A symposium is a casual gathering and includes refreshments and entertainment.  A seminar is organized to discuss a particular topic. They are usually educational in nature and attendees are expected to gain new knowledge or skills at the end of the seminar  A workshop is more of a hands-on experience for the participants with demonstrations and activities; the amount of time one speaker addresses the group is limited  A round-table conference is a get-together of peers to exchange thoughts and opinions on a certain topic, usually political or commercial. There are a limited number of participants who sit at a round table, so that each one can face all the others For the smooth running of a conference, meticulous planning must be carried out well in advance. All important aspects of the conference must be covered, so it is better to maintain a checklist. A back-up plan to handle emergencies is always mandatory. The planning works better when individuals in the planning and administrative committee have clear roles and responsibilities assigned. Firstly, the purpose of the conference must be clearly understood. The budget needs to be defined. While some companies have sufficiently large conference rooms to accommodate the event, an external venue is most commonly needed. The advantage of using a conference room in a hotel is that accommodation costs might be offered at a discounted rate. One needs to negotiate for the lowest price at several venues that meet the specifications of the conference. Once the date, time and venue of the conference are fixed, the availability of all presenters, vendors, attendees and special guests needs to be confirmed. Registration forms have to be sent out and as the responses come in, they must be recorded to get the confirmed number of attendees. This is needed to take care of the logistics for the conference, such as flight bookings, accommodation and car pick-ups for important attendees like the keynote speaker and special guests. Based on the theme of the conference, the invites, agendas and brochures have to be designed. Sponsors' names and logos must be included in these leaflets for advertizing. The rules of thumb when choosing a venue are as follows:  Is there wi-fi connectivity and technical infrastructure to support the number of attendees? This includes audio-visual facilities, projectors and communication equipment like phones, speakers and microphones.  Does the building have air-conditioning or heating, depending on the climate and season?  Is a separate meeting room required? What about infrastructure for speakers, for e.g., a dais and stand?  Does the venue have catering facilities? Snacks and meals will be needed, and a private dining room is preferred.  Is there ample provision for car parking? Is there security on the premises? Before the actual event, a detailed program schedule has to be ready; this includes the order of activities, list of speakers and breaks for refreshments and meals. Volunteers must be assigned to help and guide attendees during the conference. The schedule and other important details have to be shared with these volunteers and they must be trained in advance to handle queries. 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 28  B.B.A. Ist Year Subject: Communication Skills A lot of things are needed during the conference, such as basic stationery supplies, name tags for confirmed attendees and seating arrangements. At the main entrance to the venue, a registration table would need to be set up, with a receipt book for collecting participation fees. Arrangements must be made to provide water, tea and coffee throughout the duration of the conference. As each of these points is being taken care of in preparation for the conference, the budget has to be continuously tracked and expenses have to be managed accordingly. Tracking of the master plan also needs to be done on an ongoing basis. In this way, the conference will progress smoothly and will appear well-planned to all. Seminars: A seminar may be defined as “a discussion in a small group in which the result of research or advance study is presented through oral or written reports.” Seminar is simply group communication in which open person makes a presentation or speech on a topic by highlighting it contents in the light of present and pressing problems. This presentation or speech is followed by questions and expect comments from the audience. Thus seminar is mixture of speech and group discussion. During seminar one person acts as chairman of the session and conducts the seminar by introducing the topic and the speaker. At the end of the session, he asks the audience to raise questions and ensures that the discussion follows in the light of the theme. Significance of Seminar Seminar helps bring expert in a particular subject together to present their experiences and vies. There is a meaningful discussion on the papers, presented, their summaries and recommendations, if any, of these papers are published in the form of a report for wider circulation. A seminar is an effective method of oral communication. Thus, one important aspect of a seminar is thorough and in-depth knowledge of the subject and proper delivery. This involves careful articulation, stress on important words and effective modulation of the voice. How to Make Seminar Effective The effectiveness of seminar depends upon how different parties and persons play their role in effective way. These parties and persons include organizations, speakers, chairperson and audience. Organizer’s Role: To make seminar effective, organizers should 1. Plan the seminar in advance by deciding the date, venue and theme of the seminar. 2. Publish the relevant material in advance. 3. Advertise it is newspapers and invite various participants within time. 4. Ensure the proper arrangement of OHP, slides, lighting, and other audio visual aids. 5. Facilitate arrangement of sitting, tea or lunch, etc. Speaker’s Role: The speaker of seminar should 1. Prepare the topic before hand by searching the material from library and websites, organizing the in the topic in logical order and pondering over the various relevant issues. 2. Ensure that his speech is informative, illuminating and interesting. 3. Use the appropriate visual aids like OHP, transparencies, slides, etc. 4. Take the time limits into consideration. 5. Try to answer maximum questions of the audience of the end. 6. Convey thanks to the audience for their patient listening. 45, Anurag Nagar, Behind Press Complex, Indore (M.P.) Ph.: 4262100, www.rccmindore.com 29  B.B.A. Ist Year Subject: Communication Skills 7. How speech or presentation can be made effective, have been discussed in the chapter on speech and presentation. Chair Person’s Role: The chairperson of the session should 1. Introducer the topic briefly. This should be followed by the speaker‟s introduction in br