Managerial Communication PDF

CONTENTS Page No. UNIT I Lesson 1 Business Communication and its Scope for Management 7 Lesson 2 Media and Modes of Communication...

CONTENTS Page No. UNIT I Lesson 1 Business Communication and its Scope for Management 7 Lesson 2 Media and Modes of Communication 24 Lesson 3 Barriers to Communication 39 Lesson 4 Principles of Effective Communication 53 UNIT II Lesson 5 Business Correspondence- Letters 65 Lesson 6 Enquiries, Complaints and Sales Promotion Letters 83 UNIT III Lesson 7 Report Writing 99 Lesson 8 Research Reports 125 UNIT IV Lesson 9 Non Verbal Communication 143 Lesson 10 Dyadic Communication and Telephonic Conversation 168 UNIT V Lesson 11 Conducting Meetings, Seminars and Conferences 177 Lesson 12 Speech-Oral Presentation 199 Lesson 13 Group Discussions 217 Model Question Paper 227  COMPENSATION MANAGEMENT SYLLABUS UNIT I Communication - Meaning and significance for management - Types of communication - Media-Barriers to communication - Principles of effective communication. UNIT II Correspondence - Norms for Business letters - Letter for different kinds of situations - Personalized standard letters , enquiries , customers complaints , collection letters - sales promotion letters. UNIT III Report writing - Structure of reports - long & short reports - formal & informal reports - writing research reports, technical reports - norms for including exhibits & appendices. UNIT IV Non-verbal communication - personal appearance, posture - body language - use of charts , diagrams & tables - audio visual aids for communication - Dyadic Communication: face to face communication - telephonic conversation. UNIT V Conducting Meetings : Procedure - preparing Agenda , minutes and resolutions - conducting seminars and conferences:- Procedure of Regulating speech - evaluating oral presentation - Group Discussion: Drafting speech. UNIT I LESSON 1 BUSINESS COMMUNICATION AND ITS SCOPE FOR MANAGEMENT CONTENTS 1.0 Aims and Objectives 1.1 Introduction 1.2 Defining Communication 1.3 Nature of Communication 1.4 Classification of Communication 1.5 Objectives/Purpose of Communication 1.6 Scope of Communication 1.7 Importance and Functions of Communication 1.8 Evaluation of Communication Effectiveness 1.9 Organizational Communication 1.9.1 Information to be Communicated in an Organisation 1.9.2 Importance of Communication in Management 1.10 Let us Sum up 1.11 Lesson End Activities 1.12 Keywords 1.13 Questions for Discussion 1.14 Suggested Readings 1.0 AIMS AND OBJECTIVES After studying this lesson, you should be able to:  Understand the meaning and definition of business communication.  Be able to know the objectives of communication  Know the relevance of communication in an organisation and in management  Understand the functions and importance of communication  Know the scope of communication 8 Executive Communication 1.1 INTRODUCTION Communication means to create a common understanding. Communication is an important aspect of human behavior. It stands for natural activity of all human beings to convey opinions, feelings, information, and ideas to others through words (written or spoken), body language, or signs. Communication is an integral part of life. From birth till death every living being is communicating in his or her own way, be it birds, animals, trees or human beings. The word Business stands for any economic activity undertaken with a view to earn profit. The communication undertaken in the process of this activity is termed as business communication. From the very inception of the idea of the Business, to run the day to day activities of the Business, communication is involved. It includes oral, written, formal, informal, upward, downward, lateral, diagonal, inward outwards as well as non verbal communication. Communication is the most vital ingredient of an organization. In fact, an organization cannot be conceived of without communication. An organization is a group of persons constituted to achieve certain specific objectives. The achievement of these objectives largely depends upon a proper co-ordination and integration of human effort in an organization. The people working in an organization are interrelated; their activities are also interrelated because all activities are performed only to achieve the organizational objectives. Co-ordination and integration of various human activities are possible only if there is an effective system of communication in the organization which provides for exchange of information and sharing of various ideas. The more effective the system of communication, the better is the relation between workers and the management. It is communication which gives life to the organization; so, it is rightly known as the life blood of an organization 1.2 DEFINING COMMUNICATION The term communication has been derived from the Latin word ‘communis’ that means ‘common’ and thus, if a person effects communication, he establishes a common ground of understanding. Literally, communication means to inform, to tell, to show, or to spread information. Thus, it may be interpreted as an interchange of thought or information to bring about understanding and confidence for good industrial relations. It brings about unity of purpose, interest, and efforts in an organisation. Definitions: There are a number of definitions of the term communication. A few of them are being reproduced below: “Communication is the sum of all things, one person does when he wants to create understanding in the minds of another. It involves a systematic and continuous process of telling, listening and understanding.” – Allen Louis Communication has been defined “As the transfer of information from one person to another whether or not it elicits confidence.” – Koontz and O’ Donell “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.” – George Terry Communication is defined as “the process of passing information and understanding 9 Business Communication and from one person to another, it is essentially a bridge of meaning between people. By its Scope for Management using the bridge of meaning a person can safely cross the river of misunderstanding.” – Keith Davis Effective communication is “purposive interchange, resulting in workable understanding and agreement between the sender and receiver of a message”. – George Vardman “Communication is interchange of thoughts, opinions, or information, by speech, writing, or signs”. – Robert Anderson Communication is the process by which information is passed between individuals and/ or organizations by means of previously agreed symbols. – Peter Little Communication is any behaviour that results in an exchange of meaning. – The American Management Association Communication may be broadly defined as the process of meaningful interaction among human beings. More specifically, it is the process by which meanings are perceived and understandings are reached among human beings. – D.E. McFarland 1.3 NATURE OF COMMUNICATION The analysis of the above definitions implies that communication has the following characteristics, which define the nature of Communication 1. It is process: The term process has been defined as an identifiable flow of interrelated events moving over time towards some goal or an end. Accordingly, communication is a process in which there are some identifiable inter-related events which starts with the sender. Then it moves by encoding messages, through some channel till the receiver receives the massage and ends with the feedback. 2. It is inevitable: Communication is essential physically, socially and psychologically. If an individual is provided all physical comforts but is not allowed to read, write, speak and listen, he will become mentally retarded. 3. Meaning Based: communication is meaning-based. As has been very succinctly said by a specialist, “The most immediate need for communication is to be able to refer to things in the real world, that is, to be able to name things, states, events, attributes, using words”. In addition, we must be able to link words together so as to make meaningful sentences and language. Hence, there is a need to be clear- headed about what we want to say. 4. Communication is intentional as well as unintentional: While some communication is intended, that is, it is purposely done, much of the communication may be unintentional, that is, we might convey, in many ways, even what we don’t wish to communicate. 5. Communication is systematic: Every component of Communication is affected by the other. The one who sends the message, the message itself as well as the receiver of the message; all are interrelated and affected by each other. 10 6. A two-way traffic: A significant aspect of communication is involvement of atleast Executive Communication two people, i.e., a sender and a receiver. In fact, one person cannot communicate to himself. A receiver is must to complete the communication act. There is no communication, until the massage sent by the sender is being received by the receiver. A personnel director may send hundreds of memos and warning letters to employee, but communication is not complete unless it is received and read by them. Since communication is an exchange of views, opinions, directions etc., it is a two-way traffic. The “two way” can be understood in many ways. It is not just the sender is involved in communication, but the receiver, is also equally involved in the process. In another way, Communication is both ways, upward as well as downward, in an organization. Messages, directives, opinions, etc., are sent to lower levels in the hierarchy of management. Likewise, grievances, complaints, opinions feelings, points of view etc., are communicated upward along the line, i.e., from workers (lower level) to management (higher level). George Terry has rightly remarked, “Simply talking or writing, without regard to the recipients’ response, is conducive to misunderstanding.” Thus, communication should be both ways. 7. Communication is a social process: Human being is a social animal. He cannot live in isolation. Communication is a process which helps the human being to interact and socialize. Hence, it is a social process. 8. Dynamic Process: Dynamic means “ever changing”. Communication is not a constant, one time event. It is a dynamic process, which is changing all the time. 9. Continuous Process: Communication is a continuous process. More often than not, it is repeated to achieve the desired results. It is an ongoing process, in which one interaction is followed by the other. 10. Communication is both interaction and transaction: The participants of communication exchange ideas and information and also influence each other in the process. They share and exchange both thoughts and meanings. 11. It is spiraling process: Communication between the receiver and the sender usually does not start as the same level or grow at the same rate. It is due to difference at abilities of the sender as well as the receiver. Moreover, noise and time have an impact on it. As a result. Communication takes a spiral shape before it is completed and reaches the receiver the same level and space 12. It is contextual: Communication happens with reference to a context. The same words would mean different things if they are said in different contexts. Hence, meaning may differ in different situations. 13. Needs proper understanding: There may be numerous media of communication but the main purpose of conveying the message is to create a proper understanding of the message in the mind of the other party. For this purpose, it should be clearly and concisely worded. 14. Leads achievement of the organizational objective: Effective communication does this by creating the sense of object orientation in the organization. 15. Dispels misunderstanding: In this sense, it provides clear understanding between persons and thus builds a bridge of camaraderie among people. 16. It has four specific skills: Communication has four specific skills. They are reading, writing, speaking and listening. Their brief sketch is shown in the following Exhibit.  Exhibit: Communication Skills 11 Business Communication and Skills Activeness Related to Sender/Receiver Mode its Scope for Management Reading Passive Written Receiver Writing Active Written Sender Speaking Active Oral Sender Listening Passive Oral Receiver 15. It is all pervasive: Irrespective of the type and size of the organization, communication is inevitable. It is important at all levels. It exists everywhere in an organization. With communication, it is possible to delegate authority, to coordinate activities, and to take managerial decisions. 16. It shares thoughts and ideas, which produce response: Thoughts and ideas, which do not produce response, do not come under the Preview of communication. 17. It is the lifeblood of the business: No business organization and no civilized society can exist, survive and grow without the existence of an effective communication network. Through communication, people working in an organization get activated and involved in performing variety of roles for achieving organizational goals. Various mode of communication are used for people outside the organization to know the existence, products, profit and progress of the organization. Check Your Progress 1 Fill in the blanks: 1. Commumication is derived from Latin word …………………… 2. The four specific skills of Communication are ……………………, ……………………, ……………………, …………………….. 3. Communication is the …………………… of business. 1.4 CLASSIFICATION OF COMMUNICATION We classify communication according to the number of persons (receivers) to whom the message is addressed: 1. Intrapersonal Communication: It is talking to oneself in one’s own mind. Examples are soliloquies or asides in dramatic works. 2. Interpersonal Communication: It is the exchange of messages between two persons. For example, a conversation, dialogue, or an interview in which two persons interact (others may also be present as audience). An author communicates interpersonally with his reader, who is always present as a silent audience in the author’s mind while he writes. A letter too is an example of interpersonal communication between the writer and the person to whom it is written. 3. Group Communication: It can be among small or large groups, like an organization, club or classroom, in which all individuals retain their individual identity. 4. Mass Communication: It occurs when the message is sent to large groups of people, for example, by newspaper, radio, or television. In this process, each person becomes a faceless individual with almost no opportunity for personal response or feedback. 12 Communication can also be classified on the basis of the medium employed: Executive Communication 1. Verbal Communication: It means communicating with words, written or spoken. Verbal communication consists of speaking, listening, writing, reading, and thinking. It may further be classified as Oral or Written Communication. 2. Non-verbal communication: It includes using of pictures, signs, gestures, and facial expressions for exchanging information between persons. It is done through sign language, action language, or object language. Non-verbal communication flows through all acts of speaking or writing. It is a wordless message conveyed through gestures (sign), movements (action language), and object language (pictures/clothes) and so on. Further non-verbal communication can be identified by personal space (proxemics), sense of smell (olfactics) and time (chronemics). 3. Meta Communication: Here the speaker’s choice of words unintentionally communicates something more than what the actual words state. For example, a flattering remark like “I’ve never seen you so smartly dressed” could also mean that the regular attire of the listener needed improvement. 4. Formal Communication: A formal channel of communication can be defined as a means of communication that is formally controlled by managers or people occupying positions in an organization. The communication flows through formal channels, that is, officially recognized positions along the line in the organization. This ensures that the information flows orderly, timely, and accurately. Any information, decision, memo, reminder etc. will follow this path. 5. Informal Communication: Side by side with the formal channel of communication every organization has an equally effective channel of communication that is the informal channel. It is not officially sanctioned, and quite often it is even discouraged or looked down upon. But, then, it is very much there, and has been given the name ‘grapevine’ precisely because it runs in all directions-horizontal, vertical, diagonal. As the management experts put it, “it flows around water coolers, down hallways, through lunch rooms, and wherever people get together in groups”. 6. Downward Communication: The Communication that flows from Top to Bottom is known as downward communication. Any organization has an inbuilt hierarchical system, and in that, in the first instance, communication invariably flows downwards. 7.Upward Communication: The Communication that flows from bottom to top, which is from lower hierarchical level to higher level, is called Upward Communication. The main function of upward communication is to supply information to the upper levels about what is happening at the lower levels. It is just the reverse of the previous dimension 8. Lateral Communication: When communication takes place between two or more persons who are subordinates working under the same person, or those who are working on the same level, it is called lateral or horizontal communication. A good example of this kind of communication is that between functional managers. It is necessary for the reviewing of the activities assigned to various subordinates having identical positions 9. Diagonal Communication: Diagonal or Crosswise communication includes flow of information among persons at different levels who have no direct reporting relationships. As an example, the Communication between the Training Supervisor and Marketing Manager, regarding the Training of a few employees of Marketing Department, is Diagonal Communication. This kind of communication is used to speed up information flow, to improve understanding, and to coordinate efforts for the achievement of organizational objectives.  13 Check Your Progress 2 Business Communication and its Scope for Management Define the following: 1. Mass Communication 2. Verbal Communication ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… 1.5 OBJECTIVES/PURPOSE OF COMMUNICATION An objective is something that we want to attain or accomplish by our efforts; it is the purpose with which we undertake an activity. When we speak or write to our friends, we may not have a specific purpose, except to keep in touch, to be friendly; when we chat with a group of friends, we simply want to socialize, be friendly, or express ourselves. But in an official or business situation, when we speak, listen or write to customers, or to our subordinates or our superiors, we have a specific purpose or objective; we want to accomplish something. Communication could have many objectives depending on the context and persons involved. Communication within a family, in a classroom, in a theatre, in a seminar, in a boardroom and in the organsation has different objectives. The objectives depend upon the purpose to be achieved. The objectives of business communication would include the following:  To inform: This is the foremost objective of communication. Information is power. The information needs within and outside the organization can be met through communication  To persuade: Businesses work through persuation. It is important to persuade employees to work efficiently, to persuade customers to buy our product and so on. The objective of communication may be to persuade.  To educate: To disseminate knowledge and develop skills and attitudes among people working in the organization may be another objective of communication.  To train: Communication is an integral part of any training programme. Training is required to achieve proficiency in specific skills. Instruction, demonstration, practice and discussion during training require communication as an integral part.  To motivate: High level of morale and motivation are a must to ensure high levels of productivity and efficiency on a sustainable basis. Communication provides a means to keep motivation levels high.  To integrate: Large business organizations have different business units, departments and territorial divisions, pursuing different targets. Communication provides the means for an integrated approach in pursuing organizational goals.  To relate: Good business relations are a must for the continued success of any business organsiation. Communication provides the means for building and nurturing mutually beneficial relationships. 14  To entertain: Whatever be the nature of business, there is always a time for Executive Communication entertainment. Communication facilitates social bonding and brings lighter moments that help in entertainment and relieving tension. The objectives of communication are dynamic and ever-changing. Some of the common objectives of official communication are to get or give information, to ask for or give instructions or advice or suggestions, to make requests, to persuade other people to agree with us. Sometimes, we communicate with the intention of complaining, or warning; but unfortunately, we do this angrily and get into arguments. If we learn to complain and warn in an acceptable and constructive manner, our serious intention can be conveyed quite effectively without damaging relationships. In order to caution, counsel, clarify, apprise, evaluate, reprimand, organize and numerous such objectives, we make use of communication. 1.6 SCOPE OF COMMUNICATION Communication has unlimited scope. The scope of Communication can be understood under two headings: 1. External Dimension 2. Internal Dimension External Dimension: External dimension regarding communication have a bigger arena.It includes building relations with external agencies and stakeholders. Effective communication can establish a healthy external organizational climate in which there is trust, cooperation, collaboration, innovation and commitment. Self involvement of people in various activities is inculcated to create vibrant and congenial atmosphere. Likewise, depending upon how an organization looks after its advertisements, publicity and public relations function, public image and goodwill of the organization is created through effective communication Internal Dimension: A lot of communication takes place within the organization. In an organization, starting from formulating corporate vision, mission policy objectives, taking goals to their implementation, communication plays a significant role. For formulating policies, top management needs to obtain information and views of the middle and lower level management through various forms. Especially for the appropriate implementation of the top management policies and plans, it is only communication which facilitates proper understanding of the policies in the right spirit. Public relations, as a management function, solely depend on right communication. There are different functions to be performed by various functional departments to keep the organization running. Within each department and across different departments, functional heads have to communicate to their subordinates by giving job-related instructions, suggestions, advice and orders. For obtaining and giving cooperation to other departments, exchange of information plays a key role. When we look at each functional department, the scope of communication further becomes clear. For example, in the case of human resources department, the HR manager needs to take care of communication to avoid grievance, dissatisfaction, and industrial unrest in the entire organization. Communication skill is essential for manager to design right advertisement copies, conducting effective interviews, arranging better training programmers etc. In addition to external and internal dimensions, the scope of communication may be 15 Business Communication and looked into as follows: its Scope for Management  Includes oral and non-verbal communication.  Interpersonal, intrapersonal and mass communication.  Covers only human communication.  Covers four skills- reading, writing, speaking and listening. Check Your Progress 3 What do you understand by the term external dimension of communication? ……………………………………………………………………………………… ……………………………………………………………………………………… 1.7 IMPORTANCE AND FUNCTIONS OF COMMUNICATION Communication plays a vital role in every walk of life. According to Luthans, some estimates of the extent of its use to go up to about three –fourths of an active human being’s life, and even higher proportions of a typical manager’s time. The world is changing fast and with it, every organization is becoming more and more sophisticated. So, communication has first of all to be given due recognition as an integral part of process change. Whenever a change in the direction of technology, structures or objectives takes place, it becomes easier with the help of communication. The importance of communication can be judged from the functions performed by it. Following are the important functions of communication: 1. Information Sharing: The main purpose of communication is to transmit information for a source to target individuals or groups. Various type of information is transmitted in the organisation: policies and rules, and changes and development in the organisation etc. There may be need for fast diffusion of some information in the organisation, e.g., special rewards and awards given, settlements with the union, and major changes in the organisation. 2. Feedback: There is a need to give feedback to the employees on their achievements, to the department on their performance, and to the higher management on the fulfillment of goals; and, difficulties encountered in the communication of feedback helps in taking corrective measures and making necessary adjustments, and it motivates people in developing challenging and realistic plans. 3. Influence: information is power. One purpose of communication is to influence people. The manager communicates to create a good environment, right attitudes, and congenial working relationship. All these are examples of influencing. 4. Problem-solving: In many cases communications aim to solving problems. Communication between the management and the unions on some issues (negotiation) is aimed at finding solutions for a problem and to evolve a consensus. 5. Assists in decision-making: The most important function of every manager is decision-making. In order to make accurate and appropriate decision, a manager needs to obtain information available in various channels of communication. Here 16 the way decision is communicated will have an impact upon the outcomes of the Executive Communication organization in terms of cooperation and support of the people to achieve organizational goals. For arriving at a decision several kinds of communication are needed, e. g., exchange of information, views, and available alternative etc., communication helps a great deal in decision –making. 6. Facilitating change: The effectiveness of a change introduced in an organisation depends to a large extent on the clarity and spontaneity of the communication. Communication between the managers and employees helps in recognising the difficulties in the planned change, and in taking corrective action. 7. Group building: Communication helps in building relationships. If communication breaks down the group may disintegrate. Communication provides the necessary lubrication for the proper functioning of a group. 8. Gate keeping: Communication helps to build linkages of the organisation with the outside world. The organisation can use its environment to increase its effectiveness. 9. Conveying the right message: The main object of communication is to convey the right message to the right person, i.e., to the person for whom it is meant. The message conveyed should be well understood and accepted by the receiver in the right perspective. In other words, it should carry the same meaning which has been conveyed so that it may be translated in to action effectively. 10. Helps in Co-ordination of Effort: Communication is an effective tool for co-coordinating the activities of different persons engaged in running a business. Co-ordination without communication is a remote possibility. In organizations, there exist a lot of differences, which are many a times formally created by an organization through departments, divisions, delegation, decentralization, authority and power. Through various effective communication mechanisms like letters, circulars, meetings conferences, telephone, cellular phones etc., these differences are minimised and activities are properly coordinated to achieve organizational goals. The individuals or groups come to know what others are doing and what is expected from only through communication. 11. Good industrial Relations: communication develops good industrial relations as it conveys the feelings, ideas, opinions and viewpoints of one party two the other parties. The two parties –the management and the subordinates come closer through communication. They understand each other and dispel any misunderstanding. Thus, it promotes cooperation and good industrial relations. 12. Development of managerial skills: Communication helps managers to understand human behaviour at work. Communication of facts, ideas, opinions, information, feelings etc., add value to the knowledge of managers about various happenings, in the organization and behaviour of people. Thus, communication is a process of learning. 13. Ensuring Effectiveness of policies: The organisation formulates policies and programmes to guide the work force. This should be conveyed properly to those who are really responsible for the execution of work to achieve the organisation objectives. Only effective communication can translate the policies in to action. Effectiveness of the policies can be judged from the success which surely depends upon an effective communication system. 14. Motivating People: If people working in organizations are not regularly informed about their management’s expectations, plans and policies with respect to their future career and growth, promotion and welfare measures, they feel frustrated  and de-motivated. Through various communication devices, managers declare 17 Business Communication and rewards and incentives to motivate employees. its Scope for Management 15. Performance feedback: People working in an organization need to how well they are performing and what needs to be done to achieve and exceed the standards set by management? Through measures like letter of appreciation or suggestion, the subordinates are given a feedback about the performance status. 16. Job instruction: Managers need to communicate to their subordinates the job instructions in terms of requirements of the job from time to time. Failure on the part of managers in communicating these instructions may lead to confusion, wastage and inefficiency in an organization. 17. Controlling people: Every organization has its own rules, regulations and procedures framed by the management in order to perform various activities to regulate the behavior of people. Therefore an organization issues notices, circulars, letters etc. to communicate the existing or changed rules, regulations and procedures. The management information system is well –known as a control mechanism. Information is transmitted to ensure that plans are being carried out according to the original design. Communication helps in ensuring such control. 18. Useful as grapevine: Informal communication or grapevine in organizations, sometimes leading to rumours, is often used by employees to create misunderstanding. But sometimes management also takes the help of this route to assess the impact and reaction of employee before introducing proposed policy changes in the organization. 19. Emotive function: Communication facilitates the expression of feelings and satisfaction. It also enables the people to express their dissatisfaction and unhappiness through words or in writing to release their tension and frustration. That is why in organizations there exist grievance resolution machinery and often managers and supervisors are trained how to handle employees’ emotional problems and grievances. 1.8 EVALUATION OF COMMUNICATION EFFECTIVENESS Communication is not an end in itself; rather it is a means to attain other ends or goals. Hence, it has to be effective to be able to attain these goals or objectives. Communication effectiveness can be examined in relation to the following criteria: 1. Fidelity of Communication: the distortion free quality of a message is called fidelity. An effective person gets the message across to others with minimal possibilities of misunderstanding. 2. Economy: In an effective communication a minimum of energy time, symbols and cues are used to encode message without losing its fidelity and impact. 3. Congruence: An effective communication integrates both verbal and non-verbal cues. 4. Influence: The most important criterion of effectiveness is the influence that the communicator is able to exercise over the receiver of the communication. Influence means the communicator achieve the results he intended. 5. Relationship Building: An effective communication contributes to the building of trust and better relationship between the source and the target. 18 Executive Communication 1.9 ORGANIZATIONAL COMMUNICATION Communication is the passing of information and understanding from one person to another at the same level or at different levels. It is the process by which the management reaches others in managing its work. Since managers work through others, all of their managerial functions pass through the bottleneck of communication. One person can initiate the process but he alone cannot complete it. It is completed only when it is received by others. The effectiveness of management largely depends upon the effectiveness of communication. It is communication which gives life to the organization; so, it can be the life blood of an organization. The communication system serves as the vehicle by which an organisation is embedded in its environment. It not only integrates the various sub-units of an organisation but also, in a systematic sense, serves as an elaborate set of interconnected channels designed to sift and analyse information important from the environment. It also exports processed information to the environment. The roles of communication become more critical as the organisation grows in its size, complexity and sophistication. So, the system should be adjusted according to the needs of the organisation from time to time. Communication is the nervous system of an organisation. It keeps the members of the organisation informed about the internal and external happenings relevant to a task and of interest to the organisation. It co –ordinates the efforts of the members towards achieving organizational objectives. It is the process of influencing the action of a person or a group. It is the process of meaningful interaction among human beings to initiate, execute, accomplish, or prevent certain actions. Communication is, thus, the life blood of an organisation. Without communication, an organisation is lifeless and its very existence is in danger. 1.9.1 Information to be Communicated in an Organisation To reduce the chances of disinformation by the grapevine, an organisation keeps all its employees informed about a number of facts of the organization. The content of the information is generally a mixture of fact, opinion, attitudes, and interpretation. Broadly, all business communications can be divided into five types of information: 1. Statutory Information: The information, such as terms and conditions of service, is to be communicated to all employees as a statutory requirement. 2. Regular work-situation: The information regarding normal work situation has to be regularly communicated through routine formal briefing sessions or through informal chat sessions between the manager and the group members (his/her colleagues) 3. Major policy or operational change information: Any major change in the organisation policy or work, which is going to affect everyone or a large number of employees, has to be communicated to all be calling special meetings or by issuing notices to be read by all. 4. Information Bulletin: To keep people informed about events and happenings taking place in the organisation, periodic information in the form of a newsletter is communicated to all employees of the company. This information creates in employees a sense of involvement in the working of the organisation. 5. Communication by Expectancy: Information of critical changes should be carefully and gradually communicated to those who are going to be directly affected by the decision. Before the decision is taken and implemented, the people concerned must  be mentally prepared for the event. Involving their representative or head in the 19 Business Communication and very process of decision making can do this. This process is to create expectancy its Scope for Management in the receivers who would be less shocked by negative communication and its eventuality. Check Your Progress 4 What do you understand by the communication by expectancy? …………………………………………………………………………………… …………………………………………………………………………………… 1.9.2 Importance of Communication in Management Communication skills constitute an important aspect of effective management. Managing is a complex process. In simple terms, it can be described as the organization of capital, labour, and material to achieve production and distribution of particular goods or services. First, the management fixes its objectives-what to do and form its policy on how to do it. Then there has to be a system through which the production and distribution processes can be guided, coordinated, and controlled to ensure that the management operations are led and coordinated and the results feed back. Managing is a unified, organized, and cooperative system committed to the achievement of common goals. The sense of unity of purpose and commitment to a single organisational goal can be developed only through the inspiring and persuasive power of communication. To be able to do so, a manager needs to have communication skills of a high order to structure the information, according to its negative/ affirmative nature and to sue words and tones according to purpose of the communication. The manager should be able to create a desired relationship with audience/ workers to produce the needed response. For training and development programmes, communication also plays a vital role. For appraising employees, performance standard also require to be properly and clearly communicated so that employee understand what he needs to do, and subsequently employees also need feedback about their performance. In case the HR manager fails to properly communicate the performance outcome result, it will cause emotional problems, dissatisfaction, and low morale among employees. Communications is also essential for explaining disciplinary rules and procedures and their proper implementation. A human resources managers need to have good negotiation skills to arrive at an agreement during the collective bargaining process overcome obstacles, which may arise in the negotiation process. It is also required for fostering effective participative and collaborative work culture in the organization. Problems, suggestions opinions and recommendations of employees are transmitted through communication in an organization. Communication has direct link with motivation, morale, absenteeism and productivity of the employees. A leader’s failure or success depends upon how well he communicates his plans, vision and ideas to his followers. Thus, a whole lot of strategies, verbal, of effective communication form an important part of management as a discipline. Some Important Functions of Managing The functions of managing which includes planning, organizing, instructing, coordinating and controlling requires the support/action of communication. 20 1. Forecasting and Planning: Each function depends on effective communication Executive Communication for its success. For example, if the management fails to communicate its objectives, polices, programmes, procedures, and budgetary provisions to the concerned people at the proper time, an organization would fail to run in an organized and targeted manner. 2. Organising: Organising, as a management function, determines the formal and informal relationships within the organization and outside it. These relationships are developed and maintained through inter-personal communication. 3. Instructing: The function of instructing wholly depends upon interpersonal exchange of information regarding products, processes, and targets for its success. 4. Coordinating: Coordinating as a manager’s function is, perhaps, the most demanding of all functions. It requires excellent communication skills to ensure that all efforts are directed toward the achievement of a single organisational goal. To see that diverse activities are unified into single whole, the manager should be able to relate with all people formally and socially. 5. Controlling: Finally for controlling, the manager should have competence to receive information and respond quickly Hence, an active communication system is vital for the good health of an organization. If there is a continuous sharing of ideas and interactive meetings between the management and workers, the overall atmosphere of understanding and goodwill would prevail in the workplace. If decision-making is transparent, employees would understand reasons for those decisions and accept and implement them even if they affect them adversely. Why Managers need Communication Skills To a large extent, the success of an organization depends upon the atmosphere in which there is a free flow of information upward, downward and horizontal. At the workplace, we primarily think of getting things done. For this, instructions and guidelines, supervision and monitoring and periodic reporting are usually, considered enough. But, if we wish to achieve more than the set task, a real involvement of all the employees from the highest to the lowest levels is to be secured by allowing every level of worker/ employee to suggest/ offer ideas, views, and experiences. Such a system of communication can be evolved and established within the organization only by the manager. In fact, the manager functions as a point of intersection of all communication channels. One of the important concerns of the manager is to organise and ensure an effective information system across the organisation. As analysed by Henry Mintzberg of Michigan Institute of Technology, managers need effective communication skills to perform the following inter-related roles-  Interpersonal  Informational  Decisional The interpersonal role makes the manager act as a figurehead leader, and liaison officer. The informational role makes the manager monitor, disseminator, and spokesperson. In the decisional role the manager functions as entrepreneur, trouble shooter, resource allocator and negotiator. 1. Interpersonal role: It is necessary to ensure the effective operation of the organization’s system and to maintain proper relationships within the organization  and with the outside clients suppliers, and other functions. If interpersonal 21 Business Communication and communications are effective, internal systems run smoothly. For example, personnel its Scope for Management functions within the organization require that as a manager you inspire confidence, win support and guide your workers. You a role-model for others. Develop the skill of patient listening. Act subordinates. Creates an atmosphere of mutual understanding and goodwill within the organization by transparent sharing of its objectives, missions and problems 2. Informational role: If the internal information system is effective, systems such as stock control, personnel functions financial systems, and quality control operate smoothly. Shortcomings and problems can be quickly identified and remedial action taken immediately. Proper maintenance of product and service standards can be ensured through timely monitoring and instructing. Through effective, interactive and informational communication, and a strong feedback system, the high morale and satisfaction of workers can be secured. 3. Decisional role: Decision- making is based upon receiving and interpreting all relevant and necessary information. Without having necessary information, decisions may turn out to be unrealistic and based on guesswork. Managers need to possess the skill of receiving relevant and latest information correctly and accurately to be able to take decisions and act rationally, fairly and to the satisfaction of all concerned. All these functions require the manager to handle people and situations with the knowledge of human needs. Exhibit: Communication needs in different jobs 1.10 LET US SUM UP Communication is defined as “the process of passing information and understanding from one person to another, it is essentially a bridge of meaning between people” All communication is essentially sharing of information or some message. Communication is the most important of our social activities. We can classify communication as interpersonal, intrapersonal, group communication, Meta communication, upward, downward, lateral, diagonal, formal, informal, oral, written or non verbal communication. Reading, writing, speaking and listening are the four skills of communication The objective of communication may to inform, to persuade, to train, to motivate, to educate, to relate, to reprimand, to rectify and so on. 22 The scope of Communication covers the internal and external dimensions of Executive Communication communication. The importance of Communication can be gauged from the functions it performs Communication is the lifeblood of an organisation. Communication facilitates all the functions of management including planning, organising, instructing, coordinating and controlling. 1.11 LESSON END ACTIVITIES 1. Explain with examples how communication can facilitate change in an organization? 2. Communication can perform the function of Gate keeping of an organisation. Elucidate. 1.12 KEYWORDS Communication: “Communication is the sum of all things, one person does when he wants to create understanding in the minds of another. It involves a systematic and continuous process of telling, listening and understanding.” Classification of Communication: We can classify communication as interpersonal, intrapersonal, group communication, Meta communication, upward, downward, lateral, diagonal, formal, informal, oral, written or non verbal communication. Four skills of Communication: Reading, Writing, speaking and Listening are the four skills of communication. 1.13 QUESTIONS FOR DISCUSSION 1. Define Communication. How can you classify Communication? 2. What are the four Communication skills? Which one is the most important? Why? 3. Explain Upward and Downward Communication. 4. What are the functions of Communication? 5. Give the distinct features of Communication. 6. Management is the art of getting things done through others. What role does communication play in this? 7. Give the importance of Business Communication. 8. Communication is the lifeblood of an organisation. Elaborate the statement with suitable examples. 9. What is the scope of business communication? 10. Write a note on the nature and scope of communication. 11. Briefly explain the objectives/ purpose of Communication.  23 Check Your Progress: Model Answers Business Communication and its Scope for Management CYP 1 1. Communis 2. Reading, Writing, Speaking and Listening 3. Lifeblood CYP 2 1. It occurs when the message is sent to large groups of people, for example, by newspaper, radio, or television. In this process, each person becomes a faceless individual with almost no opportunity for personal response or feedback. 2. It means communicating with words, written or spoken. Verbal communication consists of speaking, listening, writing, reading, and thinking. It may further be classified as Oral or Written Communication. CYP 3 External dimension regarding communication have a bigger arena.It includes building relations with external agencies and stakeholders. Effective communication can establish a healthy external organizational climate in which there is trust, cooperation, collaboration, innovation and commitment. CYP 4 Information of critical changes should be carefully and gradually communicated to those who are going to be directly affected by the decision. Before the decision is taken and implemented, the people concerned must be mentally prepared for the event. Involving their representative or head in the very process of decision making can do this. This process is to create expectancy in the receivers who would be less shocked by negative communication and its eventuality. 1.14 SUGGESTED READINGS Sehgal M.K., Khetarpal Vandana, Business Communication, Excel Books Urmila Rai and S.M. Rai, Business Communication, Himalaya Publishing House P.D. Chaturvedi, Mukesh Chaturvedi, Business Communication, Concepts, Cases and Applications, Pearson Education Bowman, Joel and Branchaw, Business Communication: From Process to Product, Dryden Press Courtland Bovee and John Thill, Business Communication Today, Random House, New York 24 Executive Communication LESSON 2 MEDIA AND MODES OF COMMUNICATION CONTENTS 2.0 Aims and Objectives 2.1 Introduction 2.2 Choice of Medium 2.3 Modes of Communication 2.3.1 Conventional Modes 2.3.2 Electronic Modes 2.4 Media of Mass Communication 2.4.1 Newspapers and Magazines 2.4.2 Notice Board 2.4.3 Hoardings and Bill Boards 2.4.4 Radio 2.4.5 Television 2.4.6 Film 2.4.7 Internet 2.5 Let us Sum up 2.6 Lesson End Activity 2.7 Keywords 2.8 Questions for Discussion 2.9 Suggested Readings 2.0 AIMS AND OBJECTIVES After studying this lesson, you should be able to:  Know about the various media and modes of communication  Learn the ability to choose the right medium for transfer of information  Know about the latest modes like internet and email  25 2.1 INTRODUCTION Media and Modes of Communication Medium is the means of transmitting a message. Some media carry written words and/ or pictures/graphics and other media carry the voice. Electronic media can carry both voice and words. The message can be transmitted by any suitable medium. Each medium has its own characteristics which are advantageous in one situation and disadvantageous in another situation. Each medium makes a different kind of impression and impact on the receiver. 2.2 CHOICE OF MEDIUM The medium of communication is selected keeping in view the following Considerations: 1. Type of Audience: If the audience we want to reach is educated, then the written form of communication may be used, but in case of uneducated audience, pictures, symbols or voice may be more suitable. Similarly, depending upon who is the receiver, the medium of communication is selected. 2. Need for Secrecy: If confidentiality is required for the message to be transmitted, it can not be sent by media like telex or fax, even if the message is urgent. The choice of the media will definitely be influenced by the requirement of secrecy. 3. Need for Accuracy: Need for accuracy in transmission is not the same for all the messages. The alphabetical data may not need as much accuracy as the numerical data does, so the selection of media to send such data must be done with due consideration. 4. Need for Reliability: Need for reliability of the medium is an important factor. Sending a message by hand delivery is more reliable than ordinary mail; Similarly, registered post is more reliable than ordinary mail. 5. Speed/ Time Considerations: The pressure of time and the distance between the sender and the receiver influence the choice of the medium. Media like telephone, telex, fax and email are the fastest in this case. 6. Cost of the Medium: Cost of the medium, keeping in view its urgency and relative importance is one major factor to be considered. If the message is not very urgent or important, low cost media, like ordinary post, etc. may be chosen. 7. Availability of a Medium: A particular medium should be available to the sender as well as the receiver for the message to be transmitted. The sender can send the message through telephone only if the receiver has this facility available. 8. Feedback Capacity: For some messages, immediate feedback is required. In such a case, that medium should be chosen, which has the capacity for immediate feedback, like the telephone. 9. Availability of a Printed ( hard copy) for record: If a printed copy of the message is require for record, then the message can not be transmitted by oral or vocal mediums like telephone. In this case, letter, e mail or fax may be suitable. 10. Requirement of the Situation: Sometimes, a particular situation may create the need for a particular medium of transmission. For example, to offer a formal note of thanks or to officially congratulate somebody, a written communication may be more suitable. 26 11. Intensity and complexity of the message: Many messages have an emotional Executive Communication content, or may be complex in nature or carry an intense result with them. Care has to be taken while choosing the medium for such messages. 2.3 MODES OF COMMUNICATION 2.3.1 Conventional Modes Media which have been in use for a long time and depend on traditional carriers are called conventional modes. These include the following mediums: 1. Postal mail 2. Courier 3. Hand Delivery 4. Telegraph 5. Telex Mail The postal service uses rail, road and air transport, and is usually a government-owned network with links with all other countries. Various types of mail services are available: Ordinary Mail, Registered Mail which may include A.D. (Acknowledgement Due), Quick Mail Service (QMS), Express Delivery, Under Certificate of Posting. Speed post a special service offered by the post office, it ensures delivery of letters and parcels on the same day with in the city, with 24 hours to certain cities in the country and with in 48 hours to cities in other countries. This service is not available in all cities. The post office now offers electronic media for new services like hybrid mail in some cities. Courier Courier services are private; they collect and deliver packets door -to -door at any time during the day. Though the cost is high, this is a very quick service for the delivery of letters and parcels. Courier services are limited to the cities where they maintain their network. Their door -to -door service is a great advantage. Courier companies are recognized as commercial companies. Courier services are the modernized, sophisticated form of the messenger or runner of the old days before the postal service. Hand Delivery Written messages and documents and parcels can be delivered within the city by an organization's delivery boys. The effectiveness and speed of this method depends on the organization's own system of messengers. It requires a number of employees for out door work, and may be expensive; but it ensures prompt delivery is necessary for the record, as the messenger can bring back a signed copy, or an official receipt or a signature in the sender's peon book. Telegraph Telegraph is government -owned network in most countries; it has links with all other countries. It works by transmitting sounds in the Morse code. Telegrams can be sent 'ordinary' or 'express'. There is also facility for reply -paid telegrams; you can send a telegram and pay for the other party's reply telegram at your telegraph office. This 27 Media and facility is used to impress upon the receiver that immediate reply is expected. Modes of Communication The telegraph office registers special telegraphic addresses for companies, on application. This address is only one word; the only addition needed is the pin code number. Organizations which receive and send a large number of telegrams thus save expenditure for themselves and their correspondents. The telegraphic address can also be used as signature of the organization in telegrams. A telegram is used for external communication for contacting customers, suppliers, traveling salesmen, branches, office etc. A telegram gives an impression of urgency, and therefore gets immediate response. It is used when there is an urgent message to be conveyed or urgent action is required. This medium's importance has been substantially reduced by fax and mobile phones in large cities, but it has an excellent network which reaches even remote parts of country where the modern media have not yet reached. Hence, it will continue to be used for a long time. Telex Telex (short form of Teleprinter Exchange) is a world -wide teletype service providing instantaneous communication through a direct dial Teleprinter -to -teleprinter system. Messages can be sent and received 24 hours a day. The system of direct dial teleprinter exchange was introduced in 1958; within ten years it had more than 25,000 subscribers. It enabled subscribers to send message and data directly to each other. Telex connection is got through the Post Office; each subscriber has an identification code for connection. The teleprinter has a key board for typing message and a transmitter/receiver for sending and receiving messages. The machine is fitted with a roll of a paper, and message can be type out continuously. When a message is type on the sender's machine, the same message gets typed at the same time on the receiver's machine also. The advantage of this machine is that it automatically types out received message even if the machine is not attended; the sender and the receiver can carry on a two-way "dialogue" by typing out in turn. Telex messages are paid for on the basis of the time taken from transmission and the distance; the charge begins as soon as the connection is made. Telex users have developed a language of contractions and abbreviations for saving time. Telex has an excellent international network and installation of good machines in good working condition. Recent developments have made it possible to use a computer instead of a teleprinter for transmission of telex. As technologies coverage, the of teleprinters may become outdated.As telex connects the two communicates in real time, it is not subject to problems like viruses. It is used mainly by organizations like railways, ports, stock exchange, banks etc. which need constant international communication. Telex messages are relayed on a screen in newspaper office, share markets, air ports, railway stations and places where moment - to-moment information has to be conveyed to many people. 28 Executive Communication Check Your Progress 1 1. What are Conventional modes of Communication........................................................................................................................................................................................................................... 2. What do you understand by Telex........................................................................................................................................................................................................................... 2.3.2 Electronic Modes These are media which transmit signals instantly from any source to any destination in the world by modern electronic technology. 1. Telephone 2. Intercom 3. Cell Phone 4. Fax 5. e-Mail 6. e-Conferencing 7. Tele-Conferencing 8. Internet 9. Computer Networks - LAN, WAN, MAN Telephone This form of electronic communication has been around for nearly a century. It is the most useful and universal medium of oral communication with a person who is not present at the same place as the sender. The telephone instrument has evolved, over the years, into very sophisticated forms with many new facilities. STD (Subscriber Trunk Dialling) allows a user to make call to a number in another city directly, without having to call the operator at the telephone exchange. This service is available to almost all cities in the country. Every city has code number which you dial before dialing the personal telephone number. The code number for Mumbai is 022. ISD (International Subscriber Dialling) allows the user to call a number to any of the major cities of the world, without calling the operator at the telephone exchange. Every country has an international code number which you dial before dialling the required city code and personal telephone number. The code for India is 091. STD and ISD facilities can be locked with a number code on telephones attached to electronic exchanges. On other telephones, you may have to pay a fee and/or deposit to get the facilities activated. These facilities have made the telephone an instrument for instant communication to any part of the world. Technological advancement has made the telephone instrument so sophisticated that it is able to provide a number of services. An answering machine can take a message if you cannot answer it. Caller identity device attached to the telephone can show the number from which the incoming call is being made. Intercom 29 Media and The intercom is an internal telephone system which allows communication between Modes of Communication persons in different parts of a building. It eliminates the need for visiting another part of the office and the need for a peon to carry written notes and messages. Information can be passed quickly from one person to another in the office. Some intercom instruments have facility to broadcast messages to the entire office over all the internal lines or a particular location on one line. Cellular Phone The cellular phone is based on a combination of the old radio technology and emerging telecommunication technology. Cellular or mobile phones have some of the characteristics of the home phones but there are several differences. There are some boundaries to cellular coverage outside metropolitan areas and away from major highways. Air times is charged by the minute on calls made from and received by the cellular phone; a fraction of a minute is rounded off to the next higher minute. Calls made are charged from the time the "send" button is pressed. When a cellular call is placed, a radio signal travels from the phone to a receiver/transmitter within a cell. A cell is a geographic area ranging from less than a quarter mile to 20 miles in diameter, and contains a fixed radio signal receiver/transmitter. The size of a cell depends on the population and the terrain. As a person making or receiving a cell with a cellular phone move from one cell to another, the call is automatically passed from one cell to the other. A receiver/transmitter within the cell relays the call to a mobile transmitter switching office (MTSO) using the home telephone lines. The MTSO is connected to the local telephone company which routes the call to the destination. The call process takes less than half a second. Cellular phone instruments have facilities for storage of numbers, record of missed calls (calls which were not answered), for receiving text messages, and for receiving information give by the network about the weather, about conditions on the road, and other vital news needed while traveling. The mobile has freed many managers from the confines of their offices as they can be in touch with the office from wherever they are. It has become possible to contact persons who are traveling or are out in the open. A manager talking business on his mobile while relaxing on a beach may be a depressing sight, but then, he might not have been relaxing on the beach at all but for the mobile, which allows him to stay in touch. Fax The facsimile machine is a device for transmitting copies of printed images over telephone lines. The machine is connected to the telephone through a modem (modulator - demodulator). The sender has to dial the receiver's fax number, insert the documents into the machine and press the start button. The receiving machine decrypts the signals and uses its in -built printer to produce an exact photocopy of the original page. The cost of the printout is borne by the receiver. Fax permits quick exchange of information and documents between offices and organization and individuals. Important decisions and instructions can be quickly conveyed to branches and other offices. Fax is used only for documents which are not confidential. The machine puts a printout which is open and can be seen by any one. However, you can arrange (by telephone talk) to be alone with the machine, when a confidential message is being sent. 30 The printout contains the time, date and the fax number of the sender's machine. The Executive Communication sender gets a confirmation printout showing the receiver's fax number, the date and the time of transmission and the number of pages transmitted. Sometimes the received copy is not clear. It is customary to telephone the receiver to make sure that the fax has been received. The fax machine can be set to function as a telephone or as a voice mail answering machine) by pressing relevant buttons. It can also make one or two photo copies of a document. Fax can sent through a computer provide the required software and a modem are installed and a telephone line is connected to it. Very recent models of computer have an in built modem, and software for fax is included as a part of windows. Fax though a computer can transmit only messages which have been created on the computer; it cannot transmit a document as it is, as the fax machine can. Faxes have been available for many years and are popular in business offices; newer fax machines are digital, allowing communication via computer, and are much faster that the old ones. e-mail Electronic mail requires a computer, a telephone line and a modem (if a modem is not in -built in the computer). The connection is given by the VSNL, the MTNL and other email and internet Service Providers (ISP) like Satyam. E.mail is the most frequently used application of the internet. Name and address on e.mail: In order to send an e.mail, you must know the recipient's "name," that is, computer I.D. and address. This has the form: someone @someplace; "someone" could be the person's real name like geeta or it may be a world/letters chosen by the person, like goverma or gmd3 or anything else; "someplace" is the address of the computer and network on which the person has an account, like hotmail.com, yahoo.com, vsnl.com or giasbm01.vsnl.net.in or mailcity.com. You can find people's e.mail addresses by checking sites like Bigfoot, Who Where, and InfoSpace, Four11.com or Netscape's e.mail directories. How e.mail is different from fax: In the 1980s faxing became a popular way to send letters and documents without the delays of regular mail (nick-named snail mail). Email has the immediacy of a fax and is much more efficient and economical. Fax, like telephoning, sets up a temporary circuit between the origin and the destination of the call, for which you have to pay regular phone rates. Email uses "packet switching" technology which makes efficient use a network of permanently open lines; there is no additional cost in sending e.mail even long distances and you do not need STD or ISD connection to send e-mail to any country in the world. e-mail does not have incremental costs once an organization has paid the fee for network access. Besides issues of speed and cost, fax only sends a "photo" of the document, while e.mail provides the recipient with text which can be edited by using any word processing program. Different email programs: Earlier, Hot mail was the only free e.mail service on the internet. Now they are many web -based e.mail services. Every search engine provides the internet user with an e.mail service. Yahoo! Mail, Excite Post, Altavista E.mail, MailCity (from Lycos), RediffMail, Satyam Online mail, etc. are some of the popular free email services. These services are web-based and do not require any special software; they can be used with any web browser. They can be accessed from anywhere in the world through the internet. They have an address book facility; you can enter your list of names, address, telephone numbers and e.mail addresses in your address book and you have a diary which you access from anywhere in the world. Setting up a free e.mail account is easy; open the relevant page of the search engine (or 31 Media and any program that gives e.mail services); you will be guided by instructions on the screen; Modes of Communication you have to fill in the details that are required by the form which appears on the screen and click on the "submit" button at the end. You have to make up the ID name you want (can be your own name or initials or anything you like) and the password you want, and enter them. You have to remember your password and enter it each time you want to check your mail. You can have an e. mail account even if you do not have a computer or an Internet account; you can set up an account and access it by renting Internet time in a cyber café. Using e-mail for conferencing: An important capability of e.mail is its ability to create ongoing electronic conference. It work like this: if people interested in a particular topic (like new HR practices, or women's studies or Shakespeare or anything) find that there is interest in an on going conference someone with a networked computer in an organization can set up and manage a "list" (using a software program like "listserv" or majordomo or mailserv). Interested person subscribe to the conference. Every time someone sends in a contribution to the discussion, it is automatically distributed to the entire person on the list as an email message. Yet is does not make demands on your time because you can send in your response at any time at your convenience. Besides the facility to join conference e.mail provides other ways to interact with writer of articles or owner of web sites. Almost every websites gives an e.mail address for any visitor/reader to send back comments and reactions. Advantages and shortcomings of using e-mail: Email makes information more accessible and permits faster procedures in an organization. Conventions of developed by e.mail users allows the exchange of brief, efficient messages of information or instruction; the messages presume knowledge of previous communication, and do not waste time on references or on social niceties. e-mail has contributed to relationship building since it is easier to keep in touch; a message or a few jokes or interesting anecdotes, of bites of information can be distributed to a large number of persons across the word in a few strokes. e-mail respect the receiver's time; the message need not be attended to and answered at once as with the telephone. Although in speed of transmission email comes close to the telephone, it does not demand instant reply; there is time to think before replying. By sending a reply by e.mail you can shoe that you have replied promptly and yet avoid the personal contact of the telephone. Efficiency of the email depends on the user's regularity in checking mail; you can not know how often or at what time the receiver checks the e.mail box. The message could lie there for days if the person does not check the e.mail regularly. Issues of confidentiality and security pose the greatest problem; many organizations restrict access to the e.mail and the internet because of security risks and the possibilities of abuse. It is worth considering what kind of messages should not got by e.mail. You would not expect to get a firing from the boss or give a firing to your subordinate by email; a scolding may be carried by telephone and a warning by a memo; neither is proper by email; a scolding may be carried by telephone and the warming by a memo; neither is proper by e.mail. But congratulatory and other social goodwill messages are actually made easy by e.mail which offers various free electronic greeting cards which can be sent. 32 Executive Communication Check Your Progress 2 Fill in the blanks: 1.............................. is a means of transmitting the message. 2. Modes of Communication may be............................. or............................. 3. A telegraph may be............................. or............................. 4. The latest electronic media of communication is............................. Teleconferencing Teleconferencing can be defined in several ways but most people agree that it can be defined simply as "bringing people together without having to spend time and money on travel." Teleconferencing is a rapidly developing technology that has changed the way companies do business. There are three types of teleconferencing: (a) audio teleconferencing (b) audio graphics teleconferencing (c) video teleconferencing. Audio teleconferencing provides the interactive element of the telephone; it is the most frequently used most productive and inexpensive medium. It is also called "phone meeting"; it does not need any special equipment other than the ordinary telephone. The main factors for its wide spread acceptances are:  Easy to use -everyone can use a telephone  Easily available -telephones are available anywhere  Easy to participate from any telephone line in the world  Takes only a few minutes to set up a conference call  Costs little Audio graphics teleconferencing provides the facility to move text, computer -generated image, photographs and large files over ordinary telephone lines (like the Internet). It is not as expensive as video conferencing but still requires going to the location that has the equipment or investing in the equipment. Internet The Internet is a world-wide collection of computer networks that co -operate with one another by using a common software standard. It conveys data through satellite links and telephone wires. There is no single owner or central authority that operates or controls the Internet. But the internet is bound by few rules and oversees the system and protocols involved. But the internet is bound by few rules and does not answer to any single organization. The speed of the internet has changed the way people receive information. The size, scope and design of the Internet enable users to:  Connect easily through an ordinary personal computer and local telephone line;  Exchange electronic mail with friends, colleagues, customers (with internet accounts) and also attach files which are on their computer;  Share business and research data among colleagues;  Request and provide help with problem and questions; 33 Media and  Post information for others to access, and update the information regularly; Modes of Communication  Publicize and market goods and services;  Gather valuable feedback and suggestions from customers and business partners;  Access multimedia information which includes photographic images, sounds, and video;  Join group discussions on any subject;  Subscribe to mail lists on topics of interest and receive views expressed by members of the group on the topic. Since the Internet consists of not one but multiple data systems, which were developed independently, it allows users to access a variety of services. The most important and popular ones are:  e-mail for exchange of electronic mail;  Internet Relay Chat (IRC) for sending private and public messages to other users and real time (that is, your messages appears on the recipient's computer screen as soon as you type it);  USENET newsgroups for posting and answering messages on public "bulletin board";  File Transfer Protocol (FTP) for storing and retrieving data files on large computer systems;  CU-SeeMe, a video conferencing system which allows users to send and receive sound and pictures simultaneously over the internet. Over the following 20 years, the network developed and became useful for academic institutions, scientists, and government bodies for research. It enabled distant and unrelated organizations to share information and contact to one another's data bases and computing system. The nature of the Internet changed dramatically in 1992. A new computer program called NCSA Mosaic was developed at the National Center for Supercomputing Applications (NCSA) at the University of Illinois. This was the first Web browser. With the browser it was easier to access the different web site, and soon the Web sites began to include video files and sound files. In India, VSNL began to give Internet connections in 1995. The growth in India has been astonishing in the last one year. The expansion of the Internet has coincided with the coming of powerful yet reasonably priced personal computers and easy to use graphical operating systems. For those who do not own a computer, there are cyber cafes and other commercial centers that rent internet facilities by the hour. Computer Networks The computer is a