1.

Describe a situation that you experienced where communication went wrong because the non-verbal behaviour sent conflicting signals. Which aspect of non-verbal communication was responsible for the communication failure? How wouldyou rectify this? Situation where Communication was a failure to me : As an Associate Manager, I was a sender for acommunication and intended to be received by my executives. I have sent the following communication to myexecutives through a notice and displayed on the notice board: Coming Second Saturday to complete our targets for the month a review meeting is arranged and all should attend. If any executive is not able to attend should find out the contents of the meeting from their peers without fail . But my communication went wrong and out of 10 executives, only three executives attended at 4.00 PMwho checked-in with me at the time of the meeting. Following were the barriers of communication which stood in the way of my communication :The Channel I have chosen did not ensure the receipt of the communication by Receivers.The communication lacked the Chronological context.Second Saturday being a non-working day.The communication has created a Psychological noise by not mentioning correct time of the meeting andconfusion had been createdThe social context also is one of the cause for the failure of the communication as I have not taken all myexecutives into confident by giving any advance information or an intention of the meeting earlier. Lessons learnt in order to overcome these barriers of communication: My communication was unclear by not giving exact time of meeting.The media I have used is the placing the notice on the notice board, instead had I circulated to all the receiversand obtained their signatures by asking their availability or feedback my communication would not have failed.I have chosen a wrong day a holiday though the task was a routine one.I could have maintained good relations with my executives for success of my communication.Irrespective of the setting in which communication takes place or the number of people that are involved, allcommunication consists of certain key elements. The Communication Model shown on the next page illustrateseach of these elements: Model of CommunicationSender or Encoder 1.This is the person who transmits a message. For example, a manager writing a etter ofapology to a customer regarding a defective product, or a sales manager making a presentation to his salesteam. Receiver or Decoder The person who notices and decodes, or attaches some meaning to a message.Decoding may not always be accurate and a wrong meaning may be attached to a Message. For example, afriendly joke might be taken as an offense, or feedback given to a Subordinate by a superior

might be taken inthe wrong Sense Message 2.This is any signal that triggers the response of a receiver. Messages may be intentional (as in theexample of the sales presentation given above) or unintentional (nonverbal signals such as yawns that conveythe message of boredom). Channel 3. This refers to the medium or the method used to deliver the message. As a business executive, youwill often have a choice of channels. For example, you could communicate with a customer through a letter,through email or telephone. Feedback 4. Most communication is two-way. Receivers generally respond to messages for example,students may ask questions during a lecture session and an employer may tell an employee that he has to thinkabout his proposal. This response to a senders message is called feedback. This kind of feedback is oral.Sometimes feedback could also be written, as when you respond to a customers letter of complaint, forexample. At other times, feedback could be nonverbal, as in smiles and nods of appreciation during a talk orpresentation. Even failure to respond could be considered as feedback, since it may indicate a lack of interestor indifference to the senders message. Due to the element of feedback, people are simultaneously sendersand receivers of information in face to face communication. Noise 5.Communication fails when the message received is not identical to the message that is sent. Severalfactors could interfere with the exchange of messages. Noise refers to all these factors that disrupt thecommunication and could be classified under the following types: Physical Noise Distracting sounds, poor acoustics, or just information overload could interfere with thelistening process. Physiological Noise Hearing or other disabilities, fatigue, or physical illness could come in the way of bothspeaking and listening. Psychological Noise Sometimes emotions within the sender or receiver such as preoccupations, hostility,fear or lack of interest could interfere with the speaking or listening Process. Context 6.This refers to the setting in which the communication takes place and could sometimes determinethe success or failure of the communication. Context could be classified as follows Physical context refers to thephysical surroundings for example a work or social environment, in which the communication takes place.Asking your boss

for a promotion might be received differently, depending on whether the communication takesplace in your office, your bosss office, at a company party or over lunch at a restaurant. Social context refers tothe relationship between the sender and the receiver. Taking the same example, asking for a promotion is likelyto be received differently, depending on how well you get along with your boss and whether you are personalfriends or not. Chronological context refers to time related factors that could influence the communication. Forexample, is your request made first thing in the morning or at the far end of the day? Is it made during or afterwork hours? Is it made at a time when the company is going through problems such as a strike in the factory, or major losses? Cultural context refers to the similarity of backgrounds between the sender and the receiver, such as age,language, nationality, religion and gender. These factors could influence the communication favorably orunfavorably.Each of the elements discussed above contributes to the success of the communication. In other words,communication can go wrong if any of the following elements go wrong.A wrong person sends the message. For example, a junior accountant in a company writing a letter to a bank,asking for a loan for a project worth several Crores, is not likely to get the banks approval.The message is unclear or badly worded. Or there are too many messages, leading to confusion andinformation overload.The wrong channel of communication is chosen. Placing an ad for a liquor product in a religious magazine forexample, is not likely to be received favorably!The message is wrongly interpreted, i.e., the receiver attaches the wrong meaning to the message.The feedback is not adequate to ensure understanding.Physical, physiological or psychological noise distorts the message.The communication takes place in the wrong physical, social, chronological or cultural context. 2. Explain why Public Relations is an important part of Communication? External Business Communication Before we discuss the reasons for communication with external stakeholders, it is important that you understand the overall importance of external business communication. External business communication is essential for the following reasons. For Successful Marketing Organizations need to inform and create awareness among consumers about their existing and new products.This is largely done through advertising, which is a form of mass communication. This is very much a part of external business communication. To build a Favorable Corporate Image Today, organizations need to focus on external business

projecting themselves as responsible corporate and social citizens. This is known as corporate social responsibility. For example,they need to communicate the fact that they are involved in social development or in environmental protection. This involves being in touch with various external stakeholders, especially consumers, media and the society at large. To Increase Shareholder Value If customers have a positive image of the company, the companys share price will go up and shareholders wealth increases, thereby enhancing shareholder value. Shareholder confidence in the company also drives shareholder value. When shareholder value increases, they will participate in the companys expansion and growth. To Overcome a Crisis Sometimes when a company is facing a crisis, a public relations campaign may be needed to manage the situation, put things in a proper perspective and restore the image of the company in the eyes of consumers, the media and society at large. Public relations require effective communication with various external stakeholders Examples A few years ago, Reliance was prosecuted by the government for irregularities in the stock market. Shareholders lost confidence in the company.Reliance then mounted a counter campaign against the government, where they told the truth, gave the facts and figures and denied the allegations made against them. This helped them to regain lost confidence and salvage their image. Similarly, when Coke and Pepsi were accused of pesticides in their soft drinks, they had to undertake a massive public relations exercise to set right their image in the eyes of the public. To Enhance Credit Rating An organizations credit rating will also go up if it maintains good external communication. This way its borrowing ability will increase and more money can be raised for expansion and growth. Having emphasized the importance of external business communication, let us now go into the reasons for communicating with external stakeholders and the channels used to communicate with them, just as we did with internal communication. The wheel of business communication illustrates that external business communication involves interaction with the following stakeholders Consumers Organizations need to communicate with consumers to provide information about their products and services, special promotional offers and new product developments. They also need to redress consumer complaints, so as to maintain consumer preference and confidence in their brands. The written channel is the most appropriate medium for communicating with consumers. This could take the form of letters, or mass media advertising. Intermediaries- This refers to the trade distributors,wholesalers, retailers,

franchisees,etc.It isnecessary to communicate with them to provide information about product availability, special offers,incentives and allowances, contractual aspects, order processing,delivery aspects andmerchandising,or the visual display of products. Keeping intermediaries aware and informed and motivating them to meet targets through competitions, prizes and incentives is extremely important for the success of any product. The appropriate channels of communication with intermediaries could be both oral and written channels.Writtencontracts,advertisementsannouncing special offers and incentives and dealer newsletters inviting dealers to share their experiences,are examples of written channels.Periodic review meetings and continuous communication through sales staff are examples of oral channels. Suppliers These are suppliers of raw material, components, power, water or other utilities. Communication with suppliers is essential to give technical specifications, ensure quality and timelydelivery. Today,due to outsourcing or relying on outside sources for raw materials and components, there is need for more sophisticated and direct communication and a more continuous, ongoing relationship with suppliers. The internet now plays an important role in communication with suppliers, through Business to Business (B2B) communication. Many organizations today enter into a partnership with their suppliers, Whereby there is total involvement on both sides. For example, a company engineer might train the shop floor technical staff of a supplier of automotive components, in order to improve the quality of the components. The supplier on his side, may suggest a change in the companys specification process.Direct, one-to-one communication is required with suppliers to ensure transparency and clarity, with respect to specifications. The oral face-tofacechannel is most appropriate, although the online channel is being increasingly used in supplier communication. Government Communicating with the government is particularly important In the Indian context and is a part of public relations.Many Indian companies even appoint a PR officer for maintaining good relations with the government. The reasons for communicating with the government include compliance with tax matters and legal aspects, seeking clearances for new activities such as joint ventures, borrowing from overseas banks, foreign exchange requirements and so on. Communication with the government could take place through both oral and written channels. Periodic meetings may be held with regard to statutory compliances such as licensing. However, most of the time, written communication through formal letters is more appropriate. This is because clearances for various activities have to be sought in writing. Society As pointed out earlier, organizations need to communicate with

the community at large to project themselves as responsible corporate citizens. Corporate social responsibility as it is called, is top priority with many organizations today. Supporting womens education, building hospitals for the disabled, schools for children, family planning and nonpollution of the environment are some of the ways in which companies are participating in social development and then communicating this to society.The channels of communication with society could be oral and direct for example, talking to elders in a village or locality, about family planning or schools for children. Mass media advertising in the form of public service advertising could also be used to spread these social service messages Bankers Like shareholders, organizations need to communicate with bankers both in good times and bad times. The reasons for communicating with bankers are the same as those for shareholders. In addition, advance notice needs to be given to bankers regarding any dislocation in repayment schedules and justification has to be provided for any additional fund needs. The overall purpose is to build rapport with the bank, so as to increase borrowing ability. Communication with bankers could take place through oral channels for example, periodic meetings with the Finance Manager of the company to keep them informed of stock build up trends, or future trends that could affect working capital needs. Special meetings may also be held to keep them posted about expansion,contraction and diversification plans, lockouts, strikes and anything else that may affect cash flow. In addition to oral channels, periodic written reports need to be submitted to the bank on overall business conditions. Transparency is needed in dealings with the bank and failure to keep them informed could lead to the companys collapse. Media Today, the media are becoming more powerful and investigative and are intruding into peoples personal lives. If wrongly informed, the media can destroy an institution. Therefore, the primary reason for an organization to communicate with the media is to maintain good relations. If the company projects a favorable image to the media, the media in turn will carry positive story about the company for free. This is known as publicity and is part of public relations. 3. Select a company of your choice in a sector that you would like to work in Imagine that you have to make a brief presentation on this company to business school students. Develop a) A general and specific statement of purpose b) The key idea c) Your style of delivery. a.) On June 16, 1812, with $2 million of capital, City Bank of New York (which is now known as Citibank) opened for business in the City of New York in the United States to serve a group of New York Merchants. First headed by Samuel Osgood, and taken over by Moses Taylor, it became the largest bank in the United States by holdings as of

March 2007. Citibank is now the corporate and consumer banking arm of Citigroup. Citigroup was previously known as First National City Corporation in 1968 and was renamed as Citicorp. In 1998, Citicorp merged with the Travelers Group to form Citigroup Inc. Citibank. Under the trademark of Citigroups umbrella, includes Citibank, CitiFinancial, Primerica, Smith Barney, Banamex, and Travelers Life and Annuity. Citicorp and Travelers Group $70 million merger resulted in Citicorp, the 2nd largest commercial bank at that time and Travelers Group which was a leading insurance and investment banking company. Previously, Citibank was also involved in the Enron Litigation. In 2002, Salmon Smith Barney was under investigation for involvement in the Enron Corporate fraud. April 28, 2003 brought an announcement by Citigroup that Citigroup Global Markets Inc. (formerly known as Salomon Smith Barney) had reached an agreement to resolve outstanding investigations. On July 28, 2003, Citigroup agreed to pay a $130 million fine to the Securities and Exchange Commission and the New York State. As a result, Citigroup will not be liable for any wrongdoings. In Malaysia, Citibank reaches out to its customers through three main branches in Kuala Lumpur, Penang, and Johor Bahru. Due to the loosening up in some of the banking regulations in Malaysia, four new branches have been newly established by Citibank to help to further increase the convenience of its customers. The four new branches are located at Klang, Damansara Perdana, Bukit Tengah, and Puchong. Among the various services provided by Citibank includes credit cards, retail banking, financing, corporate and investment banking, life insurance, and investment management. Recently, Citibank has plans to initiate a 17,000 job cuts which amounts to 5% of the Citigroups global workforce. Despite this, employees of Citibank Bhd in Malaysia are spared from the reduction in Citibanks workforce. Instead, Citibank Bhd Cards Business director, Vipin Agrawal said that they are still continuously hiring people in Malaysia. This is due to the healthy Malaysian credit card market (8.8 million cards in circulation) which has increased rapidly from 7.9 million in 2005. Citibank aims to maintain its 20% of market share in 2007. Citibank has been known world wide for being one of the largest commercial banks, spanning across six continents and over 100 countries. Together with its 200,000 over employees, it continues to be a major player in the banking industry. Despite this, due to the constantly changing environment and also the rapid increase in knowledge workers in the society, upward potential and mobility for Citibank to grow is almost limitless. As Charles Darwin, father of the theory of evolution, once said, It is not the strongest species that survives, but the species most adaptive to change. The same goes to the banking and finance industry. Therefore Citibank must not only be the leading pioneer in innovation of financial services but it must also be sensitive to the changes in the current global and local environment. Due to a globalizing world, competition has increased in the banking and finance sector. This forces governments worldwide to loosen the regulations concerning this sector enabling foreign banks to further penetrate into the local market. We can see that Citibank is exploiting these advantages by establishing four more branches in peninsular Malaysia. It is expected that local barriers and regulations will

continue to be removed. Therefore Citibank should continue to be on the lookout for opportunities to further reach out into previously impenetrable target market. b.) Cross-cultural communication skills training programmes like Presenting to an International Audience can be a tremendous help to anyone preparing a presentation for a global group. Training can help you to understand the cultural characteristics which may impact audience expectations when presenting to an international audience, while it will also help you to adapt your style effectively to have the most impact. Whether following tips on what to avoid during a presentation or increasing your understanding of how to most effectively structure your delivery, its important you have the right cultural awareness and international presentation skills for any global delivery. it is important to establish whether you are going to present in a culture which tends to be more monochronic or polychronic. People in monochronic cultures tend to appreciate punctuality and schedules, and time is considered a scarce resource. When presenting to audiences from monochronic cultures, make sure you start your presentation on time, stick to the structure you have outlined and finish as planned as time is money. Conversely, individuals in polychronic cultures put more emphasis on relationships rather than schedules and they will often make last minute changes or interruptions. Dont be offended if people ask questions or make remarks during a presentation to a polychronic audience as this is quite normal behaviour. c. ) Anyone delivering presentations to an international audience can greatly benefit from considering the cultural characteristics of the audience they are presenting to. International businesses can also profit immensely from developing the presentation skills of its employees, especially when cross-cultural components of the delivery are taken into consideration. By helping employees to increase their understanding of their international audience, they can more successfully harness the cultural differences in each and every context and have the most impact. 4. Discuss the principles of business writing Having dealt with writing in general, we will now go briefly into the spe cificsof business writing. As pointed out earlier, the language, style and tone ofb usiness writing is very different from general writing. Therefore, we will examine these aspects in some detail. Tone We discussed tone of voice or paralanguage, in an earlier section on non verbal communication. It was pointed out that the spoken words, however perfect, can convey a negative message, if the tone of voice is not consistent with what is said. Tone is equally important in conveying written messages, particularly business related messages. In written communication, tone refers to the way a statement sounds, which in turn, depends on the choice of words. A sentence or statement may be

grammatically perfect, but may convey a negative message, if the choice of words is wrong. Example: You failed to meet the sales target. The above statement has a negative tone, since it emphasizes what could not be achieved. The same idea could be expressed in a more positive tone, by emphasizing what could have been done instead. Example: With a little extra effort, you could have achieved the target. The example shows that even a negative idea can be expressed in positive language through the use of appropriate words.The tone of business communication should also be confident. You shouldavoid language that makes you sound unsure of yourself. Consider the following example I hope you will agree that my qualifications match your job profile. Beginning the sentence with I hope creates the impression that you lack confidence in yourself. It might be better to say On reviewing my bio-data, you will find that my qualifications match your job needs in the following respects. While it is important to be self assured, avoid sounding over confident and pompous. Another aspect of tone is to sound courteous and sincere. This builds goodwill and good relations and increases the likelihood of a message achieving its objectives. The first sentence sounds insincere, since the main objective of any organization is to make profits. The second sentence is exaggerated and unduly flatters the customer. It should be toned down by saying something such as We value your goodwill and will make quick efforts to ensure your satisfaction. Finally, the tone of business writing should be non-discriminatory. This means that the language that is used should not be offensive, irrespective of gender, religion or race. One way of ensuring this is to avoid sexist language by using neutral job titles, or titles that do not imply that a job is held only by a man. For example, the following titles should be used Chairperson, instead of Chairman. Salesperson, instead of Salesman Emphasis and Subordination A business writer can be compared to an artist or a musician. Just like an artist or a musician tries to make certain elements stand out and others to get little attention, so too with the business writer. An important principle of business writing is to emphasize important ideasand to

downplay unimportant ideas, so as to make the reader understand what you consider to be significant. Generally, pleasant and important thoughts are emphasized, while unpleasant and insignificant thoughts are subordinated or de-emphasized. Several techniques for emphasis may be used by the business writer Place the idea in the first paragraph or in the last paragraph, in order to get attention. Put the word that you wish to emphasize first or last in the sentence. Write at an Appropriate Level of Readability A third very important rule of business writing is to tailor your writing to your audience and to make it simple enough for even a layperson to read and understand. As pointed out in an earlier section, readability is determined by the length of words and sentences. Robert Gunning developed what is known as the Fog Index or a readability formula to measure the readability of a piece of writing. According to this formula, the appropriate reading level in business writing should be between 8 and 11. Calculation of the Fog Index involves the following steps 1. Select a written passage of approximately 100 words. 2. Calculate the average length of a sentence by dividing the total number of words in the passage by the number of sentences. 3. Find the number of difficult words. A word may be defined as difficult if it contains three or more syllables (e.g. communication).Determine the number of difficult words per hundred, by dividing the total number of words in the passage into the number of difficult words, then by multiplying this figure by 100. 4. Add the number of difficult words per hundred and the average sentence length. 5. Multiply the figure obtained in step 4 by 0.4, to calculate the reading grade level for which the passage was written, or the Fog Index. Ideally, the Fog Index should be between 8 and11 for most busienss writing indicating that a reader between the eighth grade and the eleventh grade should be able to understand it with out difficultuy 5. Write a short note on the SQ3R technique of reading. This technique of reading was developed by Robinson in his book "Effective Study" (1970). SQ3R stands for the initial letters of the five steps in studying a textSurvey S Question Q Read R Recall R Review R

1. Survey: Survey refers to a quick glance through the title page,preface and chapter headings of a text. By surveying, you will be able to gauge the main ideas of the text. Besides, the authors name, date, place ofpublication and title page can give you an idea of the general subject area. The table of contents, preface or foreword in a book would give you an ideaof the themes and how they are organized. A survey of the index or bibliography tells you immediately whether the book contains what you need. 2. Question: The second step in the SQ3R technique of reading is question. A survey of the text will surely raise a few questions in your mind regarding the text. Some of the questions could be Is the book useful or relevant to my study ? Does it provide some guidelines/information on the subject at hand ? However, as you go through the individual chapters, you might have specific questions regarding the topic. This will surely lead to gaining some insights into the text, topic and the author's comments. You will be surprised to see how your questions are answered in the process of reading and understanding the text. Therefore, don't treat reading as an automatic process. It has to be conscious and deliberate,.with a definite purpose, where you interact with the topic and the author. 3. Reading: After surveying and questioning, you begin the actual reading. You need to develop a critical approach to reading anything for that matter. Read the text over and over again, each time with a different question and a different purpose in mind. "I read it once and understand everything" kind of attitude is nothing but a myth. Hence, while reading for the first time, you should just focus on the main points/ideas and supporting details. 4. Recall: The fourth stage in reading comprehension is recalling. Reading is not an isolated activity. Every reading exercise increases your background knowledge. You should be able to connect the information gained with the already existing background knowledge. Recalling whatever you have read will enable you to connect and relate the content with the previous and future learning of the subject. This leads us to the next stage in reading. 6. (a) List the importance of effective communication in the workplace (b) Explain the advantages of oral communication with the help of suitable example. A. Greater Awareness of Organizational Goals and Teamwork When there is open communication between superiors, co-workers and subordinates, there is smooth flow of information regarding the goals of the organization. Coordination between the different departments in particular, leads to greater motivation to work together towards

achieving a common organizational goal, rather than working in isolation. BetterEmployer-employee Relationships - By listening to employees, showing empathy and giving them the freedom to express their opinions without fear of being repressed, a manager can create a climate of openness that leads to better work relationships. Employees will then feel more comfortable in approaching their superiors and discussing any matter with them. Problem-solving - Effective communication can help resolve conflicts between co-workers, work related and performance related problems. Facetoface communication is especially suited for achieving this task, since it is one to one and highly personalized in nature. Improved Performance Effective communication by managers at the time of appraising the performance of their employees can point out areas for improvement. A constructive review of performance, through which a manager gives positive feedback and counsels the employee, instead of criticizing him for poor performance, can motivate the employee to perform better. Stronger Link between Managers and the External Environment Apart from internal communication within the organization, effectivemcommunication by managers with external audiences such as customers, government, bankers, media and suppliers leads to a better rapport with them.A manager will be able to understand the needs of his customers, be aware of the presence of quality suppliers of material, of government regulations and of the expectations of the community at large, only through proper communication. B According to a 2005 study published in the Journal of EmploymentCounselling, oral communication skills are being increasingly sought afterby employers. When surveying over 100 successfulbusinesses, researchers found that more and more employers areemphasizing the development of good speaking skills in their employees.With this in mind, the concept of oral communication is an important ideato study and understand in the context of business. Presentations: One form of oral communication in a business setting is a presentation.Presentations are usually an organized conveyance of information to agroup of people. Stylistically, they tend to be far more formal thaninformal, and rely more heavily on data and facts than they do analysis. Presentations are sometimes more persuasive in nature, like a pitch for anad campaign, but tend to be informative more often, such as an employeebriefing or a report on quarterly earnings. Presentations may include somedialog after the sender of the message has finished their speech, but theyare, by and large, much more monologue reliant. This makes it importantfor the speaker to anticipate possible objections to

the message andaddress them in the actual speech. Client Interaction: Another form of oral communication in business encompasses interactionwith clients. Depending on the level of connection between the employeeand the client, the communication in these interactions can range fromincredibly formal to informal and casual. These interactions usuallyinclude a combination of data and analysis, and will be more persuasivethan informative in nature, as the employee is trying to encouragecontinued and expanded business with the client. Because of the natureof these interactions, the communication is definitely a dialog, makinglistening skills incredibly important. Interoffice Interaction: Oral communication in the office can be referred to as interofficeinteraction. This is comprised of conversations with superiors,subordinates and co-workers. Depending on the levels of power separation between the individuals engaging in conversation, thecommunication will fluctuate between formal and informal, though itshould always remain professional. Conversations in this context mayreference data, but will be much more analysis heavy, and will be a dialogby nature. Benefits: Oral communication in business provides a variety of benefits. First, oralcommunication is accompanied by nonverbal signifiers, which providescontext that can enhance understanding in the communication process.Posture, facial expressions, and habitual movements may provide clues asto individuals feelings about the ideas being discussed. Even in telephoneconversations, pitch, rate, volume and tone of the respective speakerscan help in understanding sentiments. Oral communication also providesa springboard for relational development. Unlike with email, memos and chat functions, which tend to take a task-oriented approach tocommunication, the immediacy involved in oral communication allows forinstant feedback and a more relational approach. This is important, asstrong relationships in business often lead to more profitable andproductive cooperation. Oral communication implies communication through mouth. It includes individuals conversing witheach other, be it direct conversation or telephonic conversation. Speeches, presentations, discussionsare all forms of oral communication. Oral communication is generally recommended when thecommunication matter is of temporary kind or where a direct interaction is required. Face to facecommunication (meetings, lectures, conferences, interviews, etc.) is significant so as to build arapport and trust.Advantages of Oral CommunicationThere is high level of understanding and transparency in oral communication as it isinterpersonal.There is no element of rigidity in oral communication. There is flexibility for allowingchanges in the decisions previously taken.The feedback is spontaneous in case of oral communication. Thus, decisions can bemade quickly without any delay.Oral communication is not only time saving, but it also saves upon money and efforts.Oral communication is best

in case of problem resolution. The conflicts, disputes andmany issues/differences can be put to an end by talking them over.Oral communication is an essential for teamwork and group energy.Oral communication promotes a receptive and encouraging morale amongorganizational employees.Oral communication can be best used to transfer private and confidentialinformation/matter.