Principles of Communication PDF

Unit-1 Principles of Communication: Meaning and Definitions of Communication. Features, Objectives, Need, Process and Types of Communication, Models, Importance of Communication, Barriers of Communication, How to make Communication Effective, Differences between Oral and...

Unit-1 Principles of Communication: Meaning and Definitions of Communication. Features, Objectives, Need, Process and Types of Communication, Models, Importance of Communication, Barriers of Communication, How to make Communication Effective, Differences between Oral and Written Communication, 7C’s in Communication. Unit-2 Verbal Communication: Introduction, Definition, Features and Types of Verbal Communication. Advantages of Verbal Communication. Guidelines for Effective Verbal Communication. Unit-3 Non-Verbal Communication: Meaning and Definitions of Non-Verbal Communication, Characteristics, Advantages & Disadvantages of Non-Verbal Communication, Types of Non-Verbal Communication, Impacts of Body Language in Tourism Industry. Differences between Verbal and Non-Verbal Communication. Unit-4 Listening: Significance of Effective Listening, Active Listening, Some Do’s for Listeners and Some Don’ts for Listeners, Obstacles to Effective Listening, Guidelines to Effective Listening, How to Become A Good Listener Unit-5 Public Speaking: Selection of the Topic, Audience Analysis, Researching and Planning the Speech, Organizing the Speech, Tips for Effective Public Speaking, Developing Confidence and Overcoming Fear, Essential Qualities of a Good Speaker. Unit-6 Meeting and Conference: Meaning, Features, Procedure, Planning and Arrangement of Meeting and Conference, Chairmanship, Participation, Physical Arrangement, Nature and Definition of Meeting and Conference, Types of Discussion Group, Regulating Speech. Organising Conferences and Evaluating Oral Presentation Unit-7 Group Discussion: Meaning and Definitions of Group Discussion, Features and Types of Group Discussion, Preparation for Group Discussion, Process of Group Discussion, Category of Topics Discussion, What is Observed in Group Discussion? Guidelines to Improve Performance in Group Discussion, Overcoming Mistakes in Group Discussion. Unit 8 Interview: Meaning, Features & Purposes, Types of Interview, Successful Interview, Appearance & Dress. How to conduct yourself during the interview. Unit 9 Written Communication: Introduction, Features, Advantages & Disadvantages, Writing an Effective Mail, Rules for Good Writing 1  Unit – 1 Principal of Communication: Meaning of Communication: It's nearly impossible to go through a day without the use of communication. Communication is sending and receiving information between two or more people. The person sending the message is referred to as the sender, while the person receiving the information is called the receiver. The information conveyed can include facts, ideas, concepts, opinions, beliefs, attitudes, instructions and even emotions. 1 Communication is considered to be the most important and most effective ingredient of the management process. Interpersonal communication is fundamental to all managerial activities. All other management functions involve communication in some form of directions and feedback. Effective management is a function of effective communication. Probably the most frequently cited source of interpersonal conflict is poor communication. Many operations have failed because of inadequate communication, misunderstood messages and unclear instructions. Even in life, in general, communication plays a very important role among friends, within the family and in all social circles, since we spend nearly seventy percent of our waking hours communicating, writing, reading, speaking friendship, divorces and distance between parents and children. Accordingly, communication plays an important role in all walks of human life as well as organisational life. No group can exist without communication which involves transference and understanding of information. It is only through communication and transmitting meaning from one person to another that ideas can be conveyed and discussed. It is a meaningful interaction among people so that the thoughts are transferred from one person to another in such a manner that the meaning and value of such thoughts is same in the mind of bother the sender of the communication as well as the receiver of the communication. This is very important aspect, otherwise an idea, no matter of the communication. This is very important aspect, otherwise an idea, no matter how great, is usefull until it is transmitted and fully understood by others. This is one reason why, generally members are at a similar level of thinking and communicating. The communication are at a similar level of thinking and communicating. The communication cannot be understood by all members, if some members of the group are highly intellectual or highly technical and others are not. 2 Definitions: Some important definitions of communication are: 1. Communication is the process of passing information and understanding from one person to another. Keith Davis 2. Communication is any means by which thought is transferred from one person to another. Chappell and Read 3. “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.” W.H. Newman 4. “Communication may be broadly defined as the process of meaningful interaction among human beings.” MC Farland 5. Effective communication as "Purposive interchange, resulting in workable understanding and agreement between the sender and the receiver of the message”. George Vardman 6. Communication is the transmission of ideas, emotions, skills etc. by the use of symbols, graphs etc. It is the act or process of transformation that is usually called communication. Berelso and Steiner Features of Communication: Characteristics of communication are mentioned below: (1) Two or More Persons: The first important characteristic of communication is that there must be a minimum number of two persons because no single individual can have an exchange of ideas with himself. A listener is necessary to receive one’s ideas. Therefore, there must be at least two persons-the sender of information and the receiver. (2) Exchange of Ideas: Communication cannot be thought of in the absence of exchange of ideas. In order to complete the process of communication there must be an exchange of ideas, orders, feelings, etc., among two or more than two persons. 3 (3) Mutual Understanding: Mutual understanding means that the receiver should receive the information in the same spirit with which it is being given. In the process of communication, it is more important to understand the information rather than carry it out. (4) Direct and Indirect Communication: It is not necessary in communication that the receiver and giver of information should be face- to-face with each other. Communication can be both direct and indirect. Direct communication means face-to-face conversation, while indirect communication is through other means. (5) Continuous Process: Communication is an endless process, as is the case with business where the manager continuously assigns work to his subordinates, tries to know the progress of the work and gives directions. (6) Use of Words as well as Symbols: There can be many means of communication, like the written, the oral and symbolic. The examples of symbolic communication are the ringing of bell for closing a school or a college, saying something by the movement of the neck, showing anger or disapproval through eyes, giving some decision by the raising of a finger in cricket, etc. Objectives of Communication: Communication is the lifeblood of an organization. It is the vehicle that ensures proper performance of organizational functions and achievement of organizational goals. As a separate field of study, business communication has the following objectives: 1. To exchange information: The main objective of business communication is to exchange information with the internal and external parties. Internal communication occurs within the organization through orders, instructions, suggestions, opinions etc. 2. To develop plans: Plan is the blueprint of future courses of actions. The plan must be formulated for attaining organizational goals. In order to develop a plan, management requires information. In this regard, the objective of communication is to supply required information to the concerned managers. 4 3. To implement the plan: Once a plan is prepared, it is to be implemented. 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. 4. To facilitate policy formulation: Policies are guidelines for performing organizational activities. Policies are also termed as standing decisions to recurring problems. Every organization needs to develop a set of policies to guide its operation. Preparing policies also require information from various sources. Therefore, the objective of communication is to collect necessary information for policy formulation. 5. To achieve organizational goal: Collective efforts of both managers and workers are essential for achieving organizational goals. Communication coordinates and synchronizes the efforts of employees at various levels to achieve the stated goals of the organization. 6. To organize resources: Various kinds of resources are available in organization such as human resources, material resources, financial resources and so on. In organizing these resources in an effective and efficient way is a key challenge to the managers. Communication is the vehicle to overcome this challenge. 7. To coordinate: Coordination is a basic management function. It involves linking the various functional departments of large organizations. Without proper and timely coordination, 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. 8. To direct the subordinates: The job of a manager is to get the things done by others. In order to get the things done, management needs to lead, direct and control the employees. The performance of these managerial functions depends on effective communication with subordinates. 9. To motivate employees: A pre-requisite of employee motivation is the satisfaction of their financial and non-financial needs. Financial needs are fulfilled thorough monetary returns. However, in order to satisfy non-financial needs, management must communicate with employees on a regular basis both formally and informally. 10. To create consciousness: Employees of an organization must be conscious regarding their duties and responsibilities. Communication supplies necessary information and makes them conscious about their duties and responsibilities. 5  11. To increase efficiency: In order to increase employee efficiency, they should be provided with necessary information and guidelines. Communication supplies such information and guidelines for them. 12. To bring dynamism: Organizations should be dynamic to cope with the internal and external changes. Bringing dynamism requires finding new and better ways of doing things. For this purpose, communication helps to seek new ideas and suggestions from the internal and external parties. 13. To improve labor-management is relationships: Harmonious relationship between workers and management is a prerequisite for organizational success. In this regard, the objective of communication is to ensure the free and fair flow of information and to create good understanding between them. 14. To increase job satisfactions: Communication enhances job satisfaction level of employees. It creates a friendly environment where employees can express themselves. As a result, they become more satisfied with their job. 15. To convey employee reaction: Communication conveys employees’ reactions, opinions, suggestions and complaints to their superiors about the plans, policies, programs and strategies of the company. 16. To orient employee: Communication orients the new employees with the company’s policies, rules, regulations, procedures etc. Process of Communication: Communication is a process of exchanging verbal and non-verbal messages. It is a continuous process. The communication process is dynamic in nature rather than a static phenomenon. Pre-requisite of communication is a message. This message must be conveyed through some medium to the recipient. It is essential that this message must be understood by the recipient in same terms as intended by the sender. He must respond within a time frame. Thus, communication is a two way process and is incomplete without a feedback from the recipient to the sender on how well the message is understood by him. Seven major elements of communication: Seven major elements of communication process are: (1) Sender (2) Ideas (3) Encoding (4) Communication channel 6 (5) Receiver (6) Decoding and (7) Feedback. (1) Sender: The person who intends to convey the message with the intention of passing information and ideas to others is known as sender or communicator. (2) Ideas: This is the subject matter of the communication. This may be an opinion, attitude, feelings, views, orders, or suggestions. (3) Encoding: Since the subject matter of communication is theoretical and intangible, its further passing requires use of certain symbols such as words, actions or pictures etc. Conversion of subject matter into these symbols is the process of encoding. (4) Communication Channel: The person who is interested in communicating has to choose the channel for sending the required information, ideas etc. This information is transmitted to the receiver through certain channels which may be either formal or informal. (5) Receiver: Receiver is the person who receives the message or for whom the message is meant for. It is the receiver who tries to understand the message in the best possible manner in achieving the desired objectives. (6) Decoding: The person who receives the message or symbol from the communicator tries to convert the same in such a way so that he may extract its meaning to his complete understanding. (7) Feedback: Feedback is the process of ensuring that the receiver has received the message and understood in the same sense as sender meant it. Types of Communication: Communication in an organization carries innumerable kinds of messages which may be difficult to map out; but it may be possible to classify communications in regard to how to transmit, or who communicates to whom, or what kinds of relationships communication develops. Thus communication may be grouped on the following basis: 7  1. On the basis of Direction of Communication: (i) Downward Communication (ii) Upward Communication and (iii) Horizontal or Lateral Communication 2. On the basis of Way of Expression: (i) Oral Communication and (ii) Written Communication 3. On the basis of Organizational Structure: (i) Formal Communication and (ii) Informal Communication 1. On the basis of Direction of Communication: (i) Downward Communication: Downward communication occurs when information and messages flow down through an organization's formal chain of command or hierarchical structure. In other words, messages and orders start at the upper levels of the organizational hierarchy and move down toward the bottom levels. Responses to downward communications move up along the same path. (ii) Upward Communication: Communication is a very important part of working in the business environment. Managers must be able to communicate with employees and employees must be able to communicate with managers in order to have a profitable business. Upward communication is the flow of information from front line employees to managers, supervisors, and directors. (iii) Horizontal or Lateral Communication Horizontal communication is the transmission of information between people, divisions, departments or units within the same level of organizational hierarchy. You can distinguish it from vertical communication, which is the transmission of information between different levels of the organizational hierarchy. Horizontal communication is often referred to as 'lateral communication.' 8 2. On the basis of Way of Expression: (i) Oral Communication: It occurs through the spoken word. In oral communication, the two parties to communication, the sender and the receiver, exchange their views through speech, either in face-to-face communication between individual and individual, or between an individual and the group, or any mechanical or electrical device, such as a telephone, public address systems etc. meetings, conference, lectures, etc. are some other media of communication. (ii) Written Communication: The Written Communication refers to the process of conveying a message through the written symbols. In other words, any message exchanged between two or more persons that make use of written words is called as written communication. The written communication is the most common and effective mode of business communication. In any organization, the electronic mails, memos, reports, documents, letters, journals, job descriptions, employee manuals, etc. are some of the commonly used forms of written communication. 3. On the basis of Organizational Structure: (i) Formal Communication: The Formal Communication is the exchange of official information that flows along the different levels of the organizational hierarchy and conforms to the prescribed professional rules, policy, standards, processes and regulations of the organization. The formal communication follows a proper predefined channel of communication and is deliberately controlled. It is governed by the chain of command and complies with all the organizational conventional rules. (ii) Informal Communication: ‘Informal Communication’ is the communication among the people of an organisation not on the basis of formal relationship in the organisational structure but on the basis of informal relations and understanding. It may overlap routes, levels or positions. Informal communication creates a situation where the different workers communicate with each other, work side by side, hour after hour and day after day irrespective of their formal positions and relationships. It is referred to as the ‘grapevine’ which indicates informal means of circulating information or gossip. It is direct, spontaneous and flexible. It is personal, unofficial, and mostly verbal. 9 Importance of Communication: Effective communication is vital for efficient management and to improve industrial relations. In modern world the growth of telecommunication, information technology and the growing competition and complexity in production have increased importance of communication in organisations large and small irrespective of their type and kind. A corporate executive must be in a position to communicate effectively with his superiors, colleagues in other departments and subordinates. This will make him perform well and enable him to give his hundred percent to the organisation: 1. Managerial efficiency: – Communication helps in smooth operation of management. Managerial task can only be performed when communication system is effective. 2. Enhance morale and relations: – Effective communication emphasizes the employee’s participation in management. It helps to build the employees morale and cordial industrial relations between management and employees 3. Effective leadership: – effective leadership depends upon effective communication. Two-way communication helps in effective communication. Managerial leader must handle the subordinates. For ordering qualitative leadership is essential. And that can be obtained from proper system of communication. 4. Mutual trust and confidence: – mutual trust and confidence between labor and management is necessary for effective movement of organization. When there is effective communication, it helps to reduce misunderstanding and develop mutual trust. 5. Better decision: – the success of organization can be measured in better decision. When the information, data and other fact are not effectively communicated, it hampers the decision making. So, when the facts are communicates to concerned department, organization and person. It is easy to make decisions promptly. 6. Staffing: – when the information are correctly communicates in time, it helps in the function of selection, placement, socialization, promotion and transfer, 7. Better managerial concern: – all managerial functions such as planning, organizing, directing, controlling etc. can’t be conducted without communication. Barriers of Communication: Communication plays a major role in developing a relationship. It can also affect the relationship among family members or management in any institute. More specifically, communication influences the effectiveness of instruction, performance evaluation, and 10 the handling of discipline problems. Communication should be straightforward. What can make it complex, difficult, and frustrating are the barriers. Miscommunication can originate at three levels: at the level of the transmitter, of the medium, or of the receiver. In technical parlance, anything that obstructs free flow of communication is called noise. Or we may refer to it simply as a ‘barriers to communication. The barriers are physical, sociological and psychological obstacles that interfere with the planning, organisation, transmission and understanding of the message. There are a number of such obstacles that can occur in the process of communication. The natural result of such obstacles or interfering factors is the misunderstanding of the message. Some barriers of communication are the following. 1. Physical Barriers: (a) Time and Distance: Time and distance also act as barriers to the smooth flow of communication. The use of telephone along with computer technology has made communication very fast and has, to a large extent, overcome the space barrier. However, sometimes mechanical breakdowns render these facilities ineffective. In such cases, the distance between the transmitter and the receiver becomes a mighty barrier. Some factories run in shifts. There is a kind of communication gap between persons working in different shift. (b) Noise: Unfortunately communication is very affected/distorted by noise that occurs primarily at the transmission level. Literally the word noise means “interference that occurs in a signal and prevents you from hearing sounds properly”. It is, therefore, the first major barrier to communication. In a factory, for example, where there are machines and engines making a constant noise, oral communication becomes difficult. Blaring of loudspeakers around is bound to interfere with our conversation, whether face-to-face or on telephone. II. Language Semantic Barriers: (a) Lack of Common Language: Language uses oral or written arbitrary symbols to transmit meanings from one person to another. Every human languages has its own vocal symbol system and its own grammatical structures. If the communicator and the receiver belong to different language groups, their ignorance of each other’s language or the lack of a common language will be a barrier to communication between them. It is not possible for them 11  to communicate with each other unless they know some common language which is properly understood by both of them. (b) Semantic Barriers: Semantic is the study of meaning, signs and symbols used for communication. The word is derived from “sema”, a Greek word meaning signs. Semantic barriers to communication are the symbolic obstacles that distorts the sent message in some other way than intended, making the message difficult to understand. The meaning of words, signs and symbols might be different from one person to another and the same word might have hundreds of meanings. So, when a message is sent by a sender to a receiver, it might be interpreted wrongly in a communication process causing misunderstandings between them. This can happen due to different situations that form the semantic (of, relating to, or arising from the different meanings of words or other symbols) of the sender the receiver, known as the semantic barrier. It also arises due to language, education, culture and place or origin (dialect or accent) or most likely their experiences. It is similar to and related to language barriers in a communication. III. Cultural Barriers: Especially in international environment, cultural differences often cause communication problems. The same category of words, phrases, symbols, actions, colours mean different things to people of different countries/cultural backgrounds. For example, in Western countries black colour is associated with death and mourning while in the Far East white is the colour of mourning. In the United States people love to be called by their first name while in Britain people are more formal and like to be addressed by their little or their last name. IV. Emotional or Psychological Barriers: 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 communication largely depends on the mental condition of a person, if the person is not mentally or emotionally sound, then he cannot communicate effectively either as a sender or a receiver. The major kinds of Psychological Barriers are following: 1. Lack of Attention: When the person is pre-occupied by some other things and do not listen carefully what the other person is speaking, then arises the psychological barrier in the communication. When the person does not listen to others, then he won’t be able 12  to comprehend the message as it was intended and will not be able to give proper feedback. 2. Premature Evaluation: Many people have a tendency to jump to the conclusions directly and form judgments without considering all the aspects of information. This is generally done by the people who are impatient and resort to a selective listening. This premature evaluation of the information acts as a barrier to the effective communication and lowers the morale of the sender. 3. Poor Retention: The retention refers to the capacity of a brain to retain or store things in the memory. The brain does not store all the information came across but in fact, retain only those which deems to be helpful in the future. Therefore, much of the information gets lost during the retention process, and this acts as a barrier to the effective communication. 4. Loss by Transmission: The loss by transmission means, whenever the information exchanges hand its credibility reduces. It is most often observed in the case of an oral communication where people handle information carelessly and transmits the information which has lost some of its truth. Thus, the improper and lack of information being transmitted to others acts as a hindrance in the communication process. 5. Distrust: To have an effective communication, it is must that both the communicators (sender and receiver) trust each other. In case there is a lack of trust between both the parties, then they will tend to derive negative meaning out of the message and often ignore what has been communicated. If the receiver has no trust, then he will not listen to whatever is being said by the sender, and this will result in a meaningless communication. 6. 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. Thus, every human being has a unique mind which is composed of varied emotions, beliefs, perceptions, opinions, and thoughts that facilitate different forms of communication. V. Social-Psychological Barriers: VI. Ogranisational Barriers: An organisation is a deliberate creation of management for the attainment of certain specific objectives. The day-to-day functioning of the organisation is regulated in such 13 a way as to contribute to the attainment of these objectives in the most effective manner. For this purpose, a variety of official measures are adopted such as designing of the structure, arrangement of activities, formulation of various policies, rules and regulations, and procedures, laying down of norms of behaviour, instituting a reward and punishment system, etc. all these variables markedly affect the organisation’s functioning. As such major organisational barriers are: Hierarchical Barriers: In an organisation, communication transmission must flow through certain formal channels which are established by the organisational hierarchy. The employees are expected to contact the superiors and the subordinates through their immediate superiors or subordinates. This often results in hardships and difficulties in maintaining free flow of communication. Some management disapprove with the barriers of hierarchy and propose that everyone in the organisation should be free enough to communicate directly with anybody else who can help him to solve his problems. Specialisation of the Workforce: In large-size complex business organisation, increasing specialisation of the workforce is posing a serious barrier to effective internal communication. The tasks are specified and the procedures are structured in such a way that the workforce can hardly come out of their compartments to communicate with the people in other functional groups. They look only at those things that need to be done by a functionalised group. Every one of them is assigned with a special kind of job. This makes it increasingly difficult to see and covers with the people outside one’s specialisation. In such organisation, the right hand can never find access to know what the left hand is doing. So far as possible, the works of each employee is confined to a single function. But this is not always possible. Wrong Choice of Medium: There are many ways and devices of communication. It may be oral communication through interviews, conversations, speeches, telephone talks, conferences, radio speeches etc. it may be face-to-face communication, written communication or non- verbal communication. All these ways or media of communication are suitable for communicating at different times and for different purposes. Therefore, it is essential to think about their relative merits and limitations, before selecting one of the media for communication. The sales manager must think over it would be better for him to hold a face-to-face talk with the prospective buyer than talking to him on the telephone. 14 Communication Load: Communication load is one of the major barriers to communication. It refers to the amount and the complexity of messages received by the receiver. Organisational policy: The general organisational policy regarding communication provides overall guidelines in this matter. This policy might be in the form of a written document, or it has to be inferred from organisational practice, particularly at the top level. If the policy creates hindrance in the free flow of communication in different directions, communication would not be smooth and effective. VII. Physical Barriers: Noise: It interferes with the transmission of the signals. It also refers to the ‘unwanted’ Signals of messages which interfere and disturb the reception of the wanted signals. This disturbance is usually in the form of sounds, but it need not be always the sounds. It can be in visual, audio-visual, written, physical or psychological form also. Technical or physical noise refers to loud noise of the machines or blaring noise of the stereo and such other noises which makes it difficult for any listener committee member arrives late at the meeting hall and all the committee members are distracted by his arrival. Time: frequency of communication encounters affects the human relationships and the intensity of human relations is affected by the amount of time that passes between these encounters. If the employee does not communicate with his superiors for a long time, or if husband and wife stay away from each other for a long time, it may create a communication gap between them which may affect their relationship. Distance: The distance between the communicator and the receiver can be a strong barrier to communication, if the technical devices of communication such as telephone, telex etc. are not available to link them. Faulty sitting arrangement in the office can create a kind of communication gap which can be eliminated by adjusting the distance. How to Make Communication Effective: In order to remove barriers to communication an open door communication policy should be prepared and followed by managers at all levels. The superiors in the organisation must create an atmosphere of confidence and trust in the organisation so that the credibility gap may be narrowed down. Major efforts in this direction are: 15 (i) Two-way communication: The organisation’s communication policy should provide for a two-way traffic in communication-upwards and downwards. It brings two minds closer and improves understanding between the two parties, the sender and the receiver. A should feedback system should be introduced in the organisation so that distortion in the filtering of damages should be avoided. There should be no communication gap. (ii) Strengthening Communication Network: The communication network should be strengthened to make communication effective. For this purpose, the procedure of communication should be simplified, layers in downward communication should be reduced to the minimum possible. Decentralisation and delegation of authority should be encouraged to make information communication more efficient, through frequent meetings, conferences and timely dissemination of information to the subordinates. (iii) Promoting Participative Approach: The management should promote the participate approach in management. The subordinates should be invited to participative in the decision-making process. It should seek cooperation from the subordinate and reduce communication barriers. (iv) Appropriate Language: In communication certain symbols are used. Such symbols may be in the form of words, pictures and actions. If words are used, the language should be simple and easily comprehensible be avoided. The sender must use the language with which the receiver is familiar. The message should be supported by pictures or action, wherever necessary, to emphasise certain points. The sender must also practise in action what he says to others or expects from others. (v) Credibility in Communication: One criterion of effective communication is credibility. The subordinates obey the orders of their superior because they have demonstrated through their actions that they are trustworthy. They must practices whatever they say. The superior must also maintain his trustworthiness. If the superior is trusted by the subordinates, communication will be effective. (vi) Good Listening: A communication must be a good listener too. A good manager gives his subordinates a chance to speak and express their feelings well before him. The 16  manager also gets some useful information for further communication and can also have a better understanding of the subordinates needs, demands etc. (vii) Selecting on Effective Communication Channel: To be effective, the communication should be sent to the receiver though an effective channel. By effective channel we mean that the message reaches its destination in time, to the right person, and without and distortion, filtering or omission. Differences between Oral and Written Communication: Oral and written communications are both major forms of communication. Communicating by word of mouth is termed as oral communication. Written communication involves writing/drawing symbols in order to communicate. Oral communication is the most widely used form of communication in the world. Humans are known to have communicated throughout the centuries of civilization, by using this method of communication. Oral communication is also one of the key factors that differentiates humans from other creatures, and entitles them to the claim of being the most intelligent species on earth. Written communication has been prevalent on earth since the advent of pictographs. Pictograph was a method of communication that involved drawing symbols or pictures on cave walls or flat surfaces, so that people could observe them and grasp the message conveyed through it. Writing basically functions on this very premise, except that we now use alphabets, numbers, punctuations, etc. to communicate with the readers. Written communication has evolved from being understood as a tool to communicate using pen and paper. Writing now implies to digital mediums of communication as well, such as emails, text messages, chatting on the web, etc. Written communication is considered as the preferred form of communication, when it comes to government undertakings, official work, formal agreements, etc. This is because written communication is more suitable to be effectively implemented in such scenarios, than oral communication. For instance, written communication provides the facility of recording any piece of communication, as it is always in written form, while oral communication cannot. However, the fact which remains is that both oral and written forms of communication are indispensable to the human society in its day to day life. 17 Sr. No. Differentiation Oral Written Communication Criteria Communication 1. Meaning Communicating by Written communication involves word of mouth is writing/drawing symbols in termed as oral order to communicate communication. 2. Permanency Oral communication Once written, it is recorded. So can be altered or the communication either has to corrected after be erased or written anew. saying. 3. Applicability Oral communication Written communication is is mostly used for usually not preferred for face to immediate face communications. confrontations. 4. Longevity Oral Written communications are communications always recorded, so they stand tend to be forgotten the test of time. quite easily and quickly. 5. Feedback Oral communication Written communication doesn’t attracts instant normally receive immediate feedback from the feedback, unless it’s on the listeners. internet or electronic. 6. Expression Speakers use their Writers use specific words, baritone, sound punctuation marks, etc. pitch, volume to easily put an expression alteration to convey across in the text. certain expressions to the listeners. 7. Grammar Normally, grammar Being grammatically correct is is not paid much one of the requisites for effective attention to in oral written communication. communication. 18 7 C’s in Communication: There are 7 C’s of effective communication which are applicable to both written as well as oral communication. These are as follows: 1. Clear: The message should be clear and easily understandable to the recipient. The purpose of the communication should be clear to sender then only the receiver will be sure about it. The message should emphasize on a single goal at a time and shall not cover several ideas in a single sentence. 2. Correct: The message should be correct, i.e. a correct language should be used, and the sender must ensure that there is no grammatical and spelling mistakes. Also, the message should be exact and well-timed. The correct messages have a greater impact on the receiver and at the same time, the morale of the sender increases with the accurate message. 3. Complete: The message should be complete, i.e. it must include all the relevant information as required by the intended audience. The complete information gives answers to all the questions of the receivers and helps in better decision-making by the recipient. 4. Concrete: The communication should be concrete, which means the message should be clear and particularly such that no room for misinterpretation is left. All the facts and figures should be clearly mentioned in a message so as to substantiate to whatever the sender is saying. 5. Concise: The message should be precise and to the point. The sender should avoid the lengthy sentences and try to convey the subject matter in the least possible words. The short and brief message is more comprehensive and helps in retaining the receiver’s attention. 6. Consideration: The sender must take into consideration the receiver’s opinions, knowledge, mind-set, background, etc. in order to have an effective communication. In order to communicate, the sender must relate to the target recipient and be involved. 7. Courteous: It implies that the sender must take into consideration both the feelings and viewpoints of the receiver such that the message is positive and focused at the 19  audience. The message should not be biased and must include the terms that show respect for the recipient. References: http://study.com/academy/lesson/what-is-communication-definition-importance.html http://www.yourarticlelibrary.com/business-communication/6-main-characteristics-of- communications/1018/ https://thebusinesscommunication.com/objectives-of-business-communication/ http://businessjargons.com/formal-communication.html http://businessjargons.com/psychological-barriers.html http://businessjargons.com/psychological-barriers.html#ixzz4fyyBKF77 http://businessjargons.com/7-cs-communication.html 20  Unit – 2 Verbal Communication 1. Introduction: 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. Objective of every communication is to have people understand what we are trying to convey. In verbal communication remember the acronym KISS (keep it short and simple). When we talk to others, we assume that others understand what we are saying because we know what we are saying. But this is not the case. Usually people bring their own attitude, perception, emotions and thoughts about the topic and hence creates barrier in delivering the right meaning. So in order to deliver the right message, you must put yourself on the other side of the table and think from your receiver’s point of view. Would he understand the message? How it would sound on the other side of the table? Verbal Communication is further divided into:  Oral Communication  Written Communication  Oral Communication: In oral communication, Spoken words are used. It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet. In oral communication, communication is influence by pitch, volume, speed and clarity of speaking.  Written Communication: In written communication, written signs or symbols are used to communicate. A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc. Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used. Definition of Verbal Communication: Features of Verbal Communication: 1. Verbal communication uses oral or written words. 2. Verbal communication are of two types: Oral and Written. 21  3. Verbal communication is easy to understand. 4. Verbal communication is highly structured. 5. Verbal communication begins and ends with words. 6. In Verbal communication, we use language which is appropriate to our audience. Types of Verbal Communication: Verbal communication entails the use of words in delivering the intended message. The two major forms of verbal communication include written and oral communication. 1) Written Communication: It includes traditional pen and paper letters and documents, typed electronic documents, e-mails, text chats, SMS and anything else conveyed through written symbols such as language. This type of communication is indispensable for formal business communications and issuing legal instructions. Communication forms that predominantly use written communication include handbooks, brochures, contracts, memos, press releases, formal business proposals, and the like. The effectiveness of written communication depends on the writing style, grammar, vocabulary, and clarity. Salient Features of Written Communication:  Written communication is essentially a creative activity. It is an activity that requires conscious and creative effort. The creativity of this effort comes from the stimuli produced by the mind. The stimuli or oral communication are picked up from outside by the sensory receptors. In other words, written communication is more specifically, more carefully thought out than oral communication that is based on spontaneous reaction to signs picked up from outside.  Time Factor: The second salient feature of written communication is the time factor it involves. While in a face-to-face communication situation, the sender’s encoded messages are instantaneously decoded by the receiver, in written communication some delay necessarily takes place and there is no fixed time limit to this delay.  Fewer Cycles: The third salient feature of written communication is that it has fewer cycles than face- to-face oral communication. In oral communication there is multiple exchange of symbols, leading of multiple cycles.  Presence of both sender and receiver is not necessary at the same time: 22  It is an important feature of written communication where the presence of just the sender or the receiver is sufficient at a given point in time, to continue the process of communication. Advantages of Written Communication:  It is accurate and precise. Written communication is usually formulated with great care. The very prospect of writing makes a person conscious. He gives a serious thought to his ideas and tries to organise them. Since written communication is open to verification, and its authenticity can be easily challenged, the communicator has to be accurate and factual. Therefore, in written communication, there is an insistence on greater accuracy and precision.  It can be repeatedly referred to. The receiver of a written communication can go over the message again and again. He can read and re-read it till he thinks he has properly understood it. Besides, there is less danger of losing and part of the message. An oral message is given just once. Even if is not properly understood, the receiver does not request for its repetition, for he is afraid that it might adversely reflect upon his own competence. It is also possible that some vital part of the message may be mixed through eliminated.  It is a permanent record. Written communication becomes a permanent record of the organisation and can prove very useful for future reference. Old orders and decisions can serve as precedents for fresh decisions. Previous years reports are found beneficial for formulating new policies and fixing current targets.  It is a legal document. Written communication is acceptable as a legal document. That is why some executives think that even if some messages have been transmitted orally, they should later be confirmed in writing.  It facilitates the assignation of responsibilities. If communications are preserved in writing, it is much easier to assign responsibilities. In case a mistake is committed as a result of oral communication, it is very difficult to ascertain whether the mistake has been committed at the communicator’s end or the receivers. Managers may sometimes have a tendency to lower staff feels more secure when it receives orders in writing.  It has a wide access. Communication media having become very fast written communication enjoys a wide access. If the communicator and the perceiver are far removed from each other, written communication sent through post if the cheapest and may be the only available means of communication between them. 23 2) Oral Communication: The other form of verbal communication is the spoken word, either face-to-face or through phone, voice chat, video conferencing or any other medium. Various forms of informal communications such as the grapevine or informal rumor mill, and formal communications such as lectures, conferences are forms of oral communication. Oral communication finds use in discussions and causal and informal conversations. The effectiveness of oral conversations depends on the clarity of speech, voice modulation, pitch, volume, speed, and even non-verbal communications such as body language and visual cues. Verbal communication makes the process of conveying thoughts easier and faster, and it remains the most successful form of communication. Yet, this makes up only seven percent of all human communication! Definitions of Oral Communication: According to R. Pal and Korlahalli, “Oral communication includes face to face conversation, conversation over the telephone, radio broadcast, interviews, group discussions, meetings, etc.” Features of Oral Communication: 1) Flexibility: The main feature of oral communication is, it is more flexible than any other means of communication. Oral communication or oral messages can be changed easily depending on the situation. 2) Immediate feedback: Immediate feedback can be received in case of oral communication. 3) Takes less time: It takes less time than written communication. 4) Better understanding: Another major feature of oral communication is chance of misunderstanding is very rare; if there is any misunderstanding takes place that can be rectified immediately by asking questions. 5) Opportunity for correction: In case of written or other communication messages cannot be corrected immediately- but in case of oral communication it can be corrected within few seconds. 24 6) Intercultural barriers: In case of oral communication receiver and sender exchange information freely and spontaneously. As a result presentation of message influenced by the cultural background of the respective parties. 7) Spontaneous: Oral message can be pre-planned and formal, but in most of the cases oral communication made spontaneously without any planning. 8) Dependence on non-verbal tools: This perhaps one of the major features of oral communication. If we think carefully we will be able to realize that oral communication takes the support of non-verbal communication to express the complete meaning. For example, when we are talking about a good news then we not only express it through words but also express through eye & facial expressions, our tone and body movements also supports us to express the meaning completely. Advantages of Oral Communication: Oral communication is the most frequently used means of sending messages because it has certain distinct advantages. Some of these advantages are given below: 1) The greatest advantages of oral communication is that it provides immediate feedback and clarification. People listening to the speaker can ask questions, make comments, add to the information provided and so on. Both the speaker and the listener/listeners by turn can enter into a kind of short dialogue and make the whole communication event purposeful. 2) Oral communication builds up a healthy climate in the organisation by bringing the superior and the subordinate together. This gives the subordinate a feeling of importance and the superior a better understanding of his mind. Informal or planned meetings can greatly contribute to the understanding of problems/issues in which they become partners. 3) Oral communication is a time-saving device. While a ltter, dictated and typed, entered in the diary, put in the envelope and carried to the person addressed will take a long time, oral transmission of the message makes the communication immediately effective. That is why many skilful managers cut down on paper work and save time by calling up their juniors or walking up to this superiors. 4) Oral communication is the most effective tool of persuasion as it lends a personal touch to the whole business. Resolving a conflict with not be possible in the 25  absence of oral communication. Unless a manager/supervisor talks to the workers in a persuasive tone, the conflict will remain there. No exchange of letters can achieve what a meeting can. 5) Continuation of the previous point-wise can see that oral communication is very effective in interacting with groups. The speaker can immediately understand the group’s reaction and arrive at a satisfactory conclusion by putting his views acrpss and exchanging point. 6) Oral communication is also very economical, both in terms of money and time. It saves the money spent on stationery in organisations in which the managers insist on every instruction, every message in writing. 7) Oral communication provides ample scope to the sender of the message to make himself clear by suitably changing his words, voice, tone, pitch etc. on the other hand, the words once written can’t be changed. In other words, the message once transmitted in written form can’t be retracted. Oral communication on the other hand, has the advantages of on-the-spot adaptation/withdrawal/improvement. Guidelines for Effective Oral Communication: (i) Clear Pronunciation: the first important prerequisite of effective oral communication is that words should be pronounced clearly and correctly. Oral messages are often misunderstood because the speaker doesn’t talk distinctly. Inability to use the jaws freely, to speak with a limber tongue and limber lips, and to speak slowly often makes for poor oral transmission. If a person tries to talk as fast as he thinks, his words will run to gather and get rammed into one another, so that when he intends asking ‘what did you have?’ He will succeed only in saying ‘wajuhave?’ (ii) Appropriate Word Choice: Words have different meanings for different people. So it is important to be careful in the choice of words. The speaker, while speaking something, knows what he means, so he presumes that his listener also does so, which may be a wrong presumption. In oral communication it is more important to use the terms familiar to the listener rather than the terms that are familiar to the speaker. (iii) Natural Voice: Some speakers deliberately cultivate an affected style under the impression that it would make them look more sophisticated. Nothing is farther from truth, and nothing impresses so much as the natural way of speech. One of the manuals for office employees in an American firm says, “The most effective 26  speech is that which is correct and at the same time natural and unaffected. Try to tone down an unusual accent and discard all affectations of speech. Try to cultivate a pleasing voice and speak clearly and distinctly.” (iv) Brevity: People take pleasure in talking, so oral communication tends to suffer from over-communication. But if a speaker keeps on talking or long, his message will get lost in a sea of verbosity and distraction. It is important to keep the message as brief as possible without appearing a brunt and discourteous. (v) Precision: Precision can make oral communication very effective. Instead of saying ‘total these invoices as early as possible’, it is preferable to specify the time and you kindly total these invoices and bring them back to me in half an hour’s time. ‘Come to the office early tomorrow’ is not a good as ‘could you reach the office tomorrow by 8 o’clock since all these letters have to be despatched by the first mail. (vi) Conviction: A person communicating orally must have conviction in what he says. Lack of conviction causes lack of confidence, so that he is not able to impress the receiver with the message. Conviction comes from sincerity of approach and careful thinking and planning. Careful analysis and objective evaluation of the message while formulating it also promote the speaker’s conviction in it. (vii) Avoiding Hackneyed Phrases and Cliches: Speakers, often when they are groping for words, make use of hackneyed phrases like ‘what I mean’, ‘do you follow’, ‘is not it’, ‘I see’, etc. Such words and phrases interrupt the flow of their speech and impede quick grasp of meaning. They are used unconsciously, but the speakers should take deliberate pains to exclude them from their speech. (viii) Logical Sequence: If the speaker has given a proper thought to his message, he will be able to arrange the various ideas contained in it in their logical sequence. Jumbled ideas create confusion, while logically arranged ideas make the message forceful. (ix) Using Body Language: In oral presentation, the speaker must attract the attention of the audience through positive body language. Eye contact, smile, nods, fingering etc. are important body movements or languages that help to retain the attention of the audience. 27  (x) Speaking Slowly: The speaker should speak slowly so that the audience can understand him easily. If the speaker delivers his speech very rapidly, the audience may fail to understand or follow him instantly. (xi) Emphasizing on Important Topic: The speaker should emphasize on important topic so that audience can pay full attention to his oral presentation. It’s up to the speaker how he will determine the relative importance of different parts of his speakers. (xii) Control of Emotion: The speaker must control his emotion to make oral communication effective. Over emotion of the speaker may mislead or irritate the listeners and misguide the speaker. (xiii) Using Visual Aids: Visual aids can make the oral presentation more interesting and livelier. The speaker can use slides, multimedia projector, overhead projector, whiteboard etc. to make the oral presentation vivid and magnificent. (xiv) Taking Preparation: A person or speaker must take necessary preparation before delivering his speech before the audience. Before presenting something he should have proper planning regarding the topic, audience, timing, place etc. A well planned or well prepared presentation must be able to attract the attention of the audience. (xv) Drafting the Speech: Before delivering the speech, the speaker should make a draft of the speech. It will help him to better organize his speech, to allocate time on different issues and to rectify the message if any error is there. Advantages of Verbal Communication: 1) It saves time: You can give direct orders to your subordinates. Get instructions on a matter within a few minutes. Convey your message at a rapid speed. The verbal form of communication gives you this facility to quickly send intended message thus saving you time. Also, you won’t need to grope for sign languages. Just write or say it and you will be understood within fraction of a second. 2) It saves you money: If most of the information are considered to be verbal then you won’t be wasting energy and money on explaining things differently. All you need is a medium to speak or write and your work would be done. Also less chances of getting misinterpreted as everyone receiving the instructions are able to understand the common language between you. 3) Feedback quickness: The distinct advantage of verbal communication is in the fact that the receiver can ask and clarifies his doubt on the spot without any 28  delay. The sender can get a quick feedback as to whether his intended message is received in its intended form or not and can clarify the receiver, in the case of any doubt. Additionally the difficulty is removed in communication. 4) Most convenient method: Yes verbal communication is the most widely adopted means of communication globally. People prefer more of verbal communication due to the convenience factor dominating over other types of communication. While communicating verbally, you are more likely to convey matter simply in plain readable text and understandable language which is widely preferred. 5) Persuasion in the act: Managers can use it to their advantage to make their point more powerful and2 persuasive. In combination with non-verbal language, a person can peruse the other on any matter. 6) Ease of preparation: Oral communication is the easiest way of communication as it does not have any need of material to convey the message. Therefore casual conversations are usually easy to conduct. Maintain secrecy: It can be very useful in case you want to maintain a secrecy about a matter as there is no way to proof what you said. Private conversations can be easily conducted through one to one discussions and privacy is well maintained if proper instructions regarding this matter is provided to concerned individuals. 7) Clarity of message: If the message provided is in written format, the receiver can re-read the contents and clarify any doubt on the later moment. Therefore sometimes written format can have an extra edge over oral one in this matter. 8) Legality of the content: As the documents can be reproduced, the written format has a legal importance. Many people prefer to communicate in written or oral format in case of important discussion. These conversations can be stored or recorded for future use as evidence to some crime or as legal documents which can be of very much important in many things. Guidelines for Effective Verbal Communication: For verbal communication to be effective at work meetings and negotiations, we can generally recommend the following: 29 Be clear: Express what you want to say clearly, use clear expressions and statements. Do not use ambiguous words. In this way you will prevent misunderstanding, enhance the effectiveness of your message and support the serious impression created by your acts. Be brief: Do not load your communication partners with a lot of words and information. Do not use long sentences. Use short sentences and communicate the information in parts. Your speech will thus gain relevance, accuracy and comprehensibility, the listeners will be able to follow and understand better. Give information in a logical order: Give the information you want to communicate in a logical order. However, the logical order in your view may not be identical with a logical order as understood by your colleagues. Therefore, try to see yourself in their shoes, try to think as they think and adapt your communication to their views and way of thinking. Do not forget the essential: Say everything that is important and necessary to understand your message. Remember that your colleagues from other department / subordinates / communication partners may not be as well informed as you are and may not have the same knowledge. What you take for granted (and may not feel urged to emphasize) can be essential information for others without which they may not clearly understand the content and sense of your message. Emphasize the essential: Distinguish the main information from details and less important parts of the message – emphasize the essential. Your speech will be clearer for the message recipients, they will understand and remember better. Also the impression left after the dialogue will be better. Be correct: Strictly distinguish facts from opinions and assumptions. Give facts as facts and your views as your views (“in my opinion...”), assumptions as assumptions (“I think that... “). Adjust yourself: Choice of words may essentially affect whether the others understand or not. Professional terminology is usually a very precise and accurate language for situations at work. However, it can be only effective if your communication partner knows the 30 professional terms properly. If not, you have to choose a language of a common user. There is one important rule – adjust the language of your message to the information recipient. You should also adjust the tempo of your speech to the message recipient. People usually like to listen to a speech in the tempo they use themselves. If your tempo is considerably different from your communication partners’ tempo, they will feel uncomfortable. Moreover, if the message recipient’s personal tempo is slow and yours is fast, their impression of you will not be favourable and, mainly, they will not be able to follow. Ask questions, verify their comprehension: If you want to be sure that the listeners have understood your message as you meant it, verify their comprehension. It is mainly important when you are setting a task to do, delegating rights, etc. It is not enough to ask: “Do you understand?” This question is often answered by a simple “yes” without your colleague really understanding. The questions need to be entirely specific, or you can ask your colleague or subordinate to say what they are going to do or repeat what you have agreed on. Never assume that your colleagues would ask if they did not understand. Sometimes they may not be motivated to do so, sometimes they are afraid to be embarrassed, sometimes they even do not know they did not understand well or missed a piece of important information. However, it is necessary to verify comprehension even in the case you are the listener. Not everybody can communicate clearly and comprehensibly and if you want to prevent troubles it is up to you to provide the clarity. For this you can use control questions or paraphrasing, e.g., “Do I understand well that you mean...?” or “Are you of the opinion that the most suitable solution is...?”, etc. The answer to your control question will be a confirmation or precision of what has been said. 31 References: http://bizcommunicationcoach.com/good-guidelines-for-effective-oral-communication/ https://content.wisestep.com/top-advantages-disadvantages-verbal-communications/ 32  Unit – 3 Non-Verbal Communication Meaning of Non-Verbal Communication: Non-Verbal communication refers to the communication and interpretation of information by any means other than language. Non-Verbal Communication includes communication through any behavioral or expressive channel of communication such as facial expression, bodily movements, vocal tone and pitch and many other channels. Non-Verbal communication involves cues related to the communication (also referred to as the encoding or sending) of information as well as the interpretation (or the decoding or of information. The communication and interpretation of non-verbal behaviour draws on tacit, implicit knowledge that all human beings possess. Such communication is often subtle, uncontrollable, spontaneous, rapidly and unconsciously communicated and interpreted and provides a great deal of information regarding affective states. Although non-verbal communication can be controlled to adhere to cultural display rules (norms that regulate the expression of emotion) and to meet certain personal goals such as impression management or deception, such communication is generally a more automatic rather than controlled process. Although we continually send and receive nonverbal messages, most of us are not fully aware of the ways that we communicate nonverbally. Still, if you watch carefully, you will see that most leading professionals (e.g., doctors, lawyers, politicians, corporate chief executive officers, and contract negotiators) are excellent nonverbal communicators. Some people call it charisma. Others call it style. Whatever it is, they have it. Characteristics of Communication: Nonverbal communication is everywhere everyday of our life. It is how we communicate with each other without words such as hand gestures, facial expressions, body language, also the tone of our words it all plays a role in what the meaning of the word is you are saying. Important Characteristics of Non-Verbal communication are mentioned below: 1. Non-verbal communication is symbolic because it involves the use of socially defined symbols that are intended to convey messages. These are recognised symbols that convey meaning – a smile indicates happiness or pleasure. 2. Non-Verbal communication is usually understood as the process of communication which involves sending and receiving wordless messages. 33  3. In non-verbal communication, messages are communicated through gestures, touch, body language, postures, facial expression and eye contact. 4. Non-Verbal communication may be intentional or unintentional, since often when people communicate non-verbally, they are unaware of it. 5. Non-Verbal communication is primary, because it takes precedence over verbal communication. 6. Non-Verbal communication is continuous, because one is constantly communicating through non-verbal behaviors. 7. Non-Verbal communication is often ambiguous, since a non-verbal behaviours may have different meanings depending on the user’s personality, family, influences and culture. 8. Non-Verbal communication is present in most interpersonal conversation. 9. Non-Verbal communication conveys more information than verbal communication. Advantages of Non-Verbal Communication: 1. Firstly, we can say that non-verbal communication is important in expressing our emotions. Emotions such as happy, satisfied, confident, surprised, eager, tired, stressed, sad etc. These are almost all expressed through different body gestures and face. We are able to understand each other upon judging each other's expression. For example if someone cries, it indicate that something has happened to him or her and others will be able to help it. 2. Secondly, it plays vital role in communicating interpersonal relationships. Through interpersonal communication we can establish trust in relationships and help determine a person's fidelity. And these are possible only through using verbal and non-verbal communication mode. Interpersonal communication includes communications that occurs with our words and through our tone of voice, posture and facial expressions. It is also found by many researchers that non-verbal interpersonal communication like body language may communicate 93 percent of our attitudes and beliefs. 3. Thirdly, non-verbal communication is main supporter of verbal interaction. Infect they supplement each other and give full meaning. Because non-verbal communication can repeat the spoken message: contradict the message that individual is trying to convey; emphasize the message, substitute or complement meaning to make it understand clearly. For example, when the class teacher comes across his student with frowning face seeking permission to take rest, he would immediately grant permission because 34  he saw how much the student was suffering not only by hearing the reason, but more by judging students facial expression. 4. Fourthly, non-verbal communication also reflects individual's personality. "Personality is the entire mental organization of a human being at any stage of his development. It embraces every phase of human character: intellect, temperament, skill, morality, and every attitude that has been built up in the course of one's life. 5. Lastly, nonverbal communication plays greater role in performing rituals such as greetings and goodbyes. The smile we smile as soon as we see someone we recognize from distant itself tells a lot about importance of non-verbal communication. Similarly, waving our hand indicating good bye is another example of non-verbal communication. 6. The usage of Non-Verbal communication can clarify even the toughest messages to understand. 7. Non-Verbal communication, or body language is a powerful tool that can help connect with others, express what you really mean and build better relationships. 8. Quick expression of message: Non-verbal cues of communication like sign and symbol can also communicate some messages very quickly than written or oral messages. 9. Reducing wastage of time: The message of non-verbal communication reached the receiver very fast. For this reason it reduces the wastage of valuable time of the communicator. 10. Help to handicapped people: Non-verbal cues of communication greatly help in handicapped people especially to deaf people. Deaf people are exchange message through the movements of hands, fingers, eye ball etc. 11. Help to illiterate people: This type of communication use gestures, facial expressions, eye contact, proximity, touching etc. and without using any spoken or written word. So, it is very much helpful for illiterate people. 12. Substituting: Non-verbal message may substitute for the verbal message especially if it is blocked by noise, interruption, long distance etc. for example: gestures-finger to lips to indicate need for quite, facial expressions- a nod instead of a yes. 13. Easy presentation: Information can be easily presented in non-verbal communication through using visual, audio-visual and silent means of non-verbal communication. 14. Instant Effect: All nonverbal cues have almost instant effect as the receivers perceive them quickly. For example, it takes less time to see a color or picture and to hear a horn or bell than to speak out and understand or to read and understand words and sentences. 35  This quality of being speedy in conveyance and response makes nonverbal methods extremely useful in many situations. Disadvantages of Non-Verbal Communication: Despite of advantages of non-verbal communication, it is not free from its limitations or disadvantages which are: 1. Vague and imprecise: Non-verbal communication is quite vague and imprecise. Since in this communication there is no use of words or language which expresses clear meaning to the receiver. No dictionary can accurately classify them. Their meaning varies not only by culture and context but by degree of intension. 2. Continuous: It is possible to stop talking in verbal communication, but it is generally not possible to stop nonverbal cues. Also, spoken language has a structure that makes it easier to tell when a subject has changed, for instance or to analyze its grammar. Nonverbal does not lend itself to this kind of analysis. 3. Multi-channel: while watching someone’s eyes, you may miss something significant in a hand gesture. Everything is happening at once and therefore it may be confusing to try to keep up with everything. Most of us simply do not do so, at least not consciously. 4. Culture-bound: Non-verbal communication is learnt in childhood, passed on to you by your parents and others with whom you associate. A few other gestures seem to be universal. Evidence suggests that humans of all cultures smile when happy and frown when unhappy. However, most nonverbal symbols seem to be even further disconnected from any “essential meaning” than verbal symbols. Gestures seen as positive in one culture (Like the thumbs-up gesture in the USA) may be seen as obscene in another culture. 5. Long conversations are not possible: In non-verbal communication, long conversation and necessary explanations are not possible. No party can discuss the particular issues of the messages. 6. Difficult to understand: Difficult to understand and requires a lot of repetitions in non- verbal communication. Since it uses gestures, facial expressions eye contact, touch etc. for communicating with others which may not be understandable for the simple and foolish people. 7. Not everybody prefers: Everybody not prefers to communicate through non-verbal communication with others. Sometimes it cannot create an impression upon people or listeners. It is less influential and cannot be used everywhere. It is cannot be used as a public tool for communication. 36 8. Lack of formality: Non-verbal communication does not follow any rules, formality or structure like other communication. Most of the cases people unconsciously and habitually engaged in non-verbal communication by moving the various parts of the body. 9. Costly: In some cases non-verbal communication involves huge cost. For example, neon sign, power point presentation, cinema etc are very much costly compared to others form of communication. 10. Distortion of information: Since it uses gestures, facial expressions, eye contact, touch, sign, sound, paralanguage etc. for communicating with others, there is a great possibility in distortion of information in non-verbal communication. Types of Non-Verbal Communication: According to experts, a substantial portion of our communication is nonverbal. Every day, we respond to thousands on nonverbal cues and behaviours including postures, facial expression, eye gaze, gestures and tone of voice. From our handshakes to our hairstyles, nonverbal details reveal who we are and impact how we relate to other people. Since that time, abundant research on the types, effects, and expressions of unspoken communication and behavior. While these signals are often so subtle that we are not consciously aware of them, research has identified several different types of nonverbal communication. In many cases, we communicate information in nonverbal ways using groups of behaviours. For example, we might combine a frown with crossed arms and unblinking eye gaze to indicate disapproval. 1. Communication by Body Language 2. Communication by Gestures 3. Communication by Posture 4. Communication by Facial Expressions 5. Communication by Human Behaviour 6. Communication by Touch 7. Communication by Dress and Grooming 8. Communication by Proxemics 9. Communication Through Signs and Symbols 10. Communication by Charts, Maps and Graphs 11. Communication by Posters 12. Communication by Colors 13. Communication by Silence 37 1. Communication by Body Language: Body language is a form of non-verbal communication. Body language is about using behaviour to communicate. Both people and animals use this form of communication. Part of this behaviour is done subconsciously. It is therefore different from communicating using sign language, for example. Communication using sign language is intentional, body language is not. The forms of behaviour used in body language include body posture, gestures, facial expressions, and eye movements. Body language may provide clues as to the attitude or state of mind of a person. For example, it may indicate aggression, attentiveness, boredom, a relaxed state, pleasure, amusement and intoxication. Language is significant to communication and relationships. It is relevant to management and leadership in business and also in places where it can be observed by many people. It can also be relevant to some outside of the workplace. It is commonly helpful in dating, mating, in family settings, and parenting. Although body language is non-verbal or non-spoken, it can reveal much about your feelings and meaning to others and how others reveal their feelings toward you. Body language signals happen on both a conscious and unconscious level. 2. Communication by Gestures: The natural movement in any part of the human body, particularly head, hand and neck are called as gestures. When the sender or receiver exchanges any thought, feeling or idea with the help of the normal movement of head, hand or neck or any part from the humane body, it is called communication by gestures. Gesture is face to face communication, which adds and supports oral communication. They supplement and intensify speech. They convey effectively what a speaker wants to convey by words. Appropriate gestures remove dullness and monotony from our communication and make it interesting, charming and attractive. Understanding of gesture is very important because each gesture is like a word from a language. When gestures are fitted together into their composite positions, a whole picture evolves before us. Use of inappropriate gestures or overuse of gestures distracts the attention of the receiver and spoils our communication leading to misunderstanding and confusion. Examples of communication by gestures are thumping of table, shrugging of shoulders, winking, shaking hands, laughing denotes the gestures. Deaf-and-dumb people communicate completely through gestures. 38 3. Communication by Posture: Posture means the position of the body. The way we stand, sit or recline and walk reflect our attitude, thoughts and feelings. Thus, a posture is a manner of presenting or holding oneself while sitting, standing or working. Each movement or position of the body has adaptive, expressive and defensive functions; some are conscious, and some are unconscious. Posture constitutes an important feature of body language. A person's posture tells us whether he is feeling diffident, confident or over-confident. Examples of communication by posture are if a person seated on a chair, with his placed on his cheek or with his half-closed hand placed under his chin is in a reflective mood, brooding over a problem his mind is occupied with. Though difficult to interpret, posture contributes much to communication. Graceful posture is a great asset in any profession. 4. Communication by Facial Expressions: Communication by Facial Expressions, face is the mirror of human character, whatever happens in our heart goes into our mind and appears on our face. Facial expression is an obvious communicative factor. A cheerful face or a gloomy face influences most people who see it a happy or appreciative smile, a displeased frown; a look of surprise, and several other expressions of face can convey, with or without words, the attitude and reaction of the communicants. Examples of communication by facial expressions are one can express friendliness, affection, dislike, anger, suspicion, anxiety, etc. through facial expressions. Eye contact plays an important role in oral, face to face communication. A twinkle in the eye communicates a person's thoughts and feelings much more effectively than words spoken or written. Thus, facial expressions communicate emotions and also attitudes as well. 5. Communication by Human Behaviour: Communication by human behaviour may be defined as the transmission of thoughts, feelings through one's manner of action or behaviour. We have heard the expression “still waters run deep”? This expression states the importance of communication by facial expression and human behaviour. A calm, face conveys the personality in a human more effectively that the verbal exchange of thoughts about the person. The silent films of Charlie Chaplin, the comedian, is a good example of communication by facial expressions and human behaviour. When we see a person walking slowly, with his feet almost dragging, we understand that the person is sick or under heavy mental tension. 6. Communication by Touch: 39  Communication by touch is a type of oral and non-verbal communication. This is possible only in face to face, personal communication, i.e. when at least two persons are present. It is also a communication by the body language. Examples of communication by touch are follows:  When a steno completes an important work in time, the secretary gives a pat on her back. Thus, he expresses his appreciation by touch.  In the same way, when a student wins a prize, the chief-guest shakes the hand with him. Thus, he communicates his feelings by touch.  When a small child cries, the mother fondles it. By the gentle touch of the mother, the child stops crying.  Similarly, patting on the back of your younger brother, putting a hand on the shoulder, or walking hand-in-hand are a few examples of communication of our feelings of appreciation, affection and love by touch. 7. Communication by Dress and Grooming: Communication by dress and grooming, it is true that appearances may be deceptive; it is also real that all of us tend to judge others, at least initially, by their appearances. In communication by dress and grooming, a general impression of the encoder or decoder is communicated by his / her dress, makeup and appearance. Appearance and one's dress gives a clear idea to one's personality. The clothes we wear and the way we groom our hair becomes an index to personality. Some organization insists on their managerial staff to wear ties, while on duty in office. A person if dressed untidy gives a poor impression of his attitude to life. Organization projects a good public image, if the staff is decently dressed and welt-groomed. Examples of communication by dress and grooming are if an interviewee is not attired properly fails to impress the interviewer and may not get the job, even if he is well-qualified. People who are well-dressed are more likely to be selected than those who are poorly dressed. 8. Communication by Proxemics: Communication by proxemics, the way one uses the space around one, creates meanings in one's mind and in other's minds as well. Proxemics is the study of space around us, how we arrange it and what we arrange in it. It is thus personal space language. Examples of communication by proxemics are the observation shows that a superior while talking with his subordinate maintains some distance in accordance with his position within the organization. The colleagues in the same department, being very close to share their 40  professional and private matters, do not maintain such physical space. Distance between two strangers is more but not so between two friends. 9. Communication Through Signs and Symbols: Signs and signals are visual and nonverbal modes of communication. The words 'signs' and 'signals' are both derived from the Latin word 'signum' meaning 'mark'. Today when we are looking forward to the 21st Century, signs and signals have become very import, means of communication, in the era of visual and audio-visual culture. When symbols and indications are used, communication is achieved, through accepted symbols. Examples of communication through signs and symbols are follows:  In mathematics, calculations are represented by signs and symbols.  A traffic signal flashes green, telling motorists to move on. A proof reader, a shorthand writer, a musician all of them use signs and signal to communicate. The language of signs and signals have universal nature, e.g. two crossed bones and human skull placed in between signifies danger or a lighted cigarette with cross mark on it indicates “no smoking” communication through such visuals is very effective because of its speedy ways of conveying.  There are also auditory 'signals', which are heard and the message is communicated instantly to the concerned receiver, e.g. factory sirens means 'time' for workers of a particular shift. Church bell indicates the time for prayer; school bell gives a specific message for school children, and traffic policemen whistle is properly understood by the traffic-rule breakers. All such audio signals convey the message to distinct types of people at a different time. 10. Communication by Charts, Maps and Graphs: Charts, maps, and graphs are visual non-verbal communication. They are pictorial representations of statistical and other kinds of information. In communication by charts, maps and graphs, message conveyed with the help of charts; maps and graphs have a greater impact because they compress much information in a small space and project it very clearly. Charts are used to represent numeric and statistical information. Maps are used for conveying a space relationship between places. Examples of communication by charts, maps and graphs are that it shows information regarding size of countries, heights of mountains, length of rivers flowing, crop, rainfall, etc. Graphs are used for showing trends in continuous information over- period of time. Thus, information could be reflected on charts, maps and graphs easily. 41 11. Communication by Posters: In communication by posters, a poster is a kind of visual communication. Posters are used most extensively in advertising. Posters consist of pictures or photographs along with a slogan. Thus, it is a combination of verbal and non-verbal communication. For e.g. inside the factory, a poster indicating that smoking in the premises could lead to fire and endanger your life, has a greater impact than oral or written verbal warnings. For making the posters more effective, following points should be taken into consideration are follows:  The burden of communication should be put on the picture. The caption or slogan should not be more than two or three words.  Posters should be displayed at different locations in order to make a greater impact on the audience.  The posters should be well-designed and artistic and should have great visual appeal.  Proper attention to the color scheme of the posters should be provided as per the nature of the message. Examples of communication by posters are posters are used to advertise films, products, e.g. Along with making public appeals of all kinds; family welfare program and family planning have been widely known in countries. Through displayed of posters in the backward areas, gives the messages like “Save Water” or “Save Oil” etc. 12. Communication by Colors: In communication by colour, the use of colours is a visual, non-verbal communication. We use colours in our clothing in our home for decoration, etc. Colours play an important role in our life. In communication by colour, colours have psychological effect. Light colours are thought to be the colours of sophisticated while, bright gaudy colours are worn by good-for-nothing people or youngsters. Light colours are sober colours while, shiny colours are said to be indicative of aggressive, passionate persons. In communication by colour, colour tells us about people and their culture. In offices, banks, various colour papers are used for different kinds of requirements, e.g. Bank uses distinctive colour papers for preparing withdrawal slips or paying in slips. Colours also help in labelling extremely small objects or very large ones. The only disadvantage of communication by colours is that the partially colour blind people do not get the right messages. Examples of communication by colours are follows: Colours are used to give messages,  Black for death, 42   White for purity,  Red for danger, green for safety,  White pigeons are released to send the message of peace and harmony etc. 13. Communication by Silence: In communication by silence, we can communicate with the help of silence. There are glowing tributes paid by pronounced authors to the significance of silence. Thomas Carlyle's “speech is great, but silence is greater” or the old saying, “speech is silver, but silence is golden 'or' silence speaks louder than words,” are the best examples. Silence can be used to express consent, disagreement, indifference, appreciation or withdrawals. Examples of communication by silence are follows: In many situations, silence can be a very effective method of communication.  When an employer asks for a rise in salary, and the boss remains silent it means that the raise has been refused.  When a boss questions a particular employee, “were you were absent yesterday,“ and the employee keeps quite it means that he has replied to the affirmative.  When your friend is angry with you, he may choose to be to be silent, a person who is worried or sad may not like to say anything. His behavior and facial expressions are enough to convey his thoughts and feeling. Impact of Body Language in Tourism Industry: Body language is the most important part of communication. It is used by everyone living on earth. Sometimes, it is the only mode of communication used by any person. A person who is travelling to any other nation but doesn’t know that country’s language uses body language to communicate. Body language meaning differs from country to country sometimes, it may create problem when we use such body parts as communication which has abusive meaning another nation. Body language is a significant aspect of modern communications and relationships. Body language is therefore very relevant to management and leadership and to all aspects of work and business where communications can be seen and physically observed people. Body languages goes both ways:  Your own language reveals your feelings and meanings to others.  Other people’s body language reveals their feelings and meaning to you. 43  Body language is an important part of communication which can constitute 50% or more of what we are communicating. If you wish to communicate well, then it makes sense to understand how you can use your body to say what you mean. Body language comes in clusters of signals and postures, depending on the i