2012

1. Importance of planning and documenting the process of Business Meeting

A business meeting is a gathering in which a purposeful exchange or transaction occurs among three or more people with a common interest, topic, or problem Although employees can communicate with one another in an organization in many different ways, business meetings if they are conducted in the right way can be incredibly effective and efficient. Meetings diffuse conflict in a way that emails and memos cannot Meetings are effective way of communications because more than 50% of the meaning and feeling are carried in facial expression and non-verbal signals than email, memo and teleconference. There is still no substitute for physical face-to-face meetings. Effective meetings are important to make people happier and more productive also helps us to manage teams and situations, and achieve objectives quicker, easier, at less cost. Purpose for of regular business meetings To review reports (project reports, balance sheet, cash flow statement and P&L statement) and understand how the business or project is doing. If data is being collected but not reviewed, and then the business owner does not have a complete understanding of the direction of the business To follow-up on agreed actions of last meetings To plan for achieving goals To discuss on solution for a problem To discuss on new business requirements Properly run meetings save time, increase motivation, productivity, and solve problems. Steps to conduct effective meetingplan - use the agenda as a planning tool circulate the meeting agenda in advance run the meeting - keep control, agree outcomes, actions and responsibilities, take notes write and circulate notes - especially actions and accountabilities follow up agreed actions and responsibilities

Effectiveness of business meeting depends on how planning and documentations (for last and upcoming meeting) are done A) Planning is essential for organizing effective & meaningful meeting. Planning should be done for all the steps involved in business meeting.

1.Meeting Priorities have a clear purpose, decide point to be included with relative priority i.e. with importance and urgency Matters that are both urgent and important are clearly serious priorities that need careful planning and management 2.Meeting outcomes Decide outcome for each point and put it on genda. This is important as people need to know what is expected of them, and each item will be more productive with a clear aim at the outset. 3.Meeting Sequence Points are put on list as per their importance and urgency, less important point may also come at the top of agenda list if its very urgent. 4.Meeting timings Consider the time required for the various items rather than habitually or arbitrarily decide the length of the meeting. Allocate a realistic time slot for each item. Keep the timings realistic usually things take longer than you think. Keep refreshment breaks if required in between meetings. 5.Meeting Attendees Attendees who are required to discuss on agenda points and arrive on decision or agreed actions in interest to achieve the objective of meeting. 6.Meeting date Ensure the date you choose causes minimum disruption for all concerned. It's increasingly difficult to gather people for meetings, particularly from different departments or organizations. So take care when finding the best date - it's a very important part of the process, particularly if senior people are involved. Pre-planning meeting dates is one of the keys to achieving control and well-organised meetings. 7.Meeting Time Times to start and finish depend on the type and duration of the meeting and the attendees' availability. Its better to check availability of common slot among all attendees and their convenience to ensure maximum participations

8.Meeting Venue Meeting venue to be decided to ensure all minimum resources available that are required to conduct the meeting like seating arrangement, lights, air cooling system, projectors, whiteboard, stationeries etc. Also to preserve confidentiality meting should be organized at secured, isolated or restricted areas and as per everyones convenience 9.Agenda This is most important to convey the objective of meeting, to set clear expectation from participations, to have control over discussion and to ensure in line discussion to achieve the objective of meeting 10.Taking meeting notes and circulation To document all discussion, decision made, agreement done and with responsibilities and timelines B) Documenting Business Meeting Process Generally one person is dedicated to take meeting notes or minutes Meeting notes are essentials to record and manage agreed actions or outcomes of meeting. They also cement agreements and clarify confusions. They also prevent old chestnuts reappearing. A meeting without notes is mostly pointless. Actions go unrecorded and therefore forgotten. Attendees feel that the meeting was largely pointless because there's no published record. After the meeting, type the notes and circulate them straight away, copy to all attendees, including date of next meeting if applicable, and copy to anyone else who should see the notes. The notes should be brief, precise and clear. Include relevant facts, figures, accountabilities, actions and timescales. Any agreed actions must be clearly described, with person or persons named responsible, with a deadline. The final crucial element is following up the agreed actions. If we run a great meeting, issue great notes, and then fail to ensure the actions are completed, all is lost.

We must follow up agreed actions and hold people to them. If we don't they will very soon learn that they can ignore these agreements every time - negative conditioning - it's the death of managing teams and results. By following up agreed actions, at future meetings particularly, (when there is an eager audience waiting to see who's delivered and who hasn't), we will positively condition people to respond and perform, and we will make meetings work for us and our team.

2. Explain how technology has changed the method of organizational communications

Organizational Communication A process by which activities of a society are collected and coordinated to reach the goals of both individuals and the collective group. It is a subfield of general communications studies and is often a component to effective management in a workplace environment. Effective communication is important for the development of an organization. It is something which helps the managers to perform the basic functions of management- Planning, Organizing, Motivating and Controlling. Communication keeps the foundation of motivation. It helps the employer to know how a job is being performed and to improve performance if it is not up to the mark. Communication also helps in building peoples attitude. A well informed person will always have better attitude than a less informed person. Different forms of communication like magazines, journals and meetings will help the employees to form different attitudes. Apart from the other functions of management, it also helps in the controlling process of management. It allows the managers to know about the grievances of the subordinates and helps the subordinates to know about the policies of the organization.

Communication technology has had both positive and negative effects on organizational communication

1. How does Technology impact Communication in the Organization?

Saying that IT has affected communication is an understatement. In reality, IT has metamorphosed the communication. It is completely revolutionised the way of communication. It is possible today to communicate a lot faster, more accurately, more clearly and in much greater detail and finally at much

lower cost. It has spanned hitherto unthinkable distances and times. IT has affected the organisational communication on every conceivable front: -

(a)

It has speeded up the communication: Proliferation of telephones, Mobile Phones, Television, internet, fax, SMS, MMS, etc have speeded up the communication and information exchanges. For business, speedy communication translates as better inventory management (lesser inventory sourced from cheapest vendor) and faster turnover of capital.

(b)

Eliminated Physical Presence: Technologies such as video conferencing, simple procedures for authentication over communication media, etc have reduced the necessity of physical presence and made transactions faster and easier. e-commerce fuelled by IT has eliminated need to hire costly spaces in upmarket segments and high inventory.

(c)

Simplified Communication: Whether oral or written, communication has got simplified. Proliferation of communication media, like Mobile phones, SMS, MMS, FAX, Internet mails, etc have made the communication lot more simple and easy. Snail mail and telegrams are being used lesser and lesser with passing time,

(d)

Improved Accurate: Ease of use of pictures, graphs, photographs, tables, typed messages in communication afforded by use of IT tools, have helped to communicate the messages more clearly and accurately with lesser distortions.

(e)

Acts as an Interface: Due to instant communication possible now, it acts as an interface between policies, processes and operations.

(f)

It has broken lot of hierarchical barriers.

(g)

Reduced Cost: Cost of communication is falling to unbelievably low levels. Over the past 15 years, cost of STD call has fallen from Rs 30 per minute to Rs 2.50 and even lesser without adjusting for inflation. Use of internet has further reduced the cost. Data transmission cost have fallen even lower.

Disadvantages Three disadvantages of speed communication induced by IT are: -

(a)

Personal touch has been lost.

(b)

Privacy is getting compromised.

(c)

Speed communication has introduced cut and dried form of communication. Thus, the art of writing a well researched persuasive communication is on the wane.

(d)

Increased accessibility of organizational communication can complicate the boundaries between your work life and personal life

(e)

Impact also depends on how management implements the technology in the workplace like IT usage policy

3. Explain the principal barriers to communications and suggest measures to make communication effective.
The process of transmitting information from an individual (or group) to another is a very complex process with many sources of potential error. To communicate well, we need to know ourselves and our frames of references and to be able to assess other people.

CONTEXT
Stimuli

SENDER

ENCODING

MESSAGE MEDIUM
Verbal, Non-Verbal
NOISE

DECODING

RECEIVER

(Experiences, attitudes, skills) Perception Idea encoding Symbol decisions Sending mechanisms

(Experiences, attitudes, skills) Receptor Mechanism Perception Decoding Idea interpretation

FEEDBACK
Verbal, Non-Verbal

RESPONSE

There are a wide variety of sources of noise or interference that can enter into the communication process which prevent effective communication. These are called Barriers to Communication. Such barriers occur at every step and every element in communication. Barriers can be introduced at senders level, at receivers level, during transmission or even at feedback stage. Barriers to communication can be segregated either on the basis to Elements of Communication or grouped in types.

Communication Elements Basis

1. Barriers at Senders Level: (a) Inadequate Planning: (i) (ii) If the thought/idea/message is not well formulated/organised/planned, coding will not be proper and it will be hard to understand. Improper Sequencing of Various Ideas, Thoughts, etc. Message has to be conveyed in a manner that receivers are first softened towards the idea and later the idea is revealed. Conversely if a loaded message is first conveyed and then justification is given, it is often not accepted. Selection of Inappropriate Medium. If the sender has not done his homework about receiver and the prevailing conditions, he might choose an inappropriate medium. Like sending a written note to an illiterate person, or speaking in Hindi to a Tamil village audience.

(iii)

(b) (c)

Knowledge of the Sender: Poor knowledge of the sender will leave the message incomplete and introduce confusion in the minds of receiver. Improper Encoding of Message: Message coding has to be done keeping in mind the medium for transmission and the receivers profile. If the receiver is a scholar, rich literary language may be appropriate, but same would be highly inappropriate for a political gathering of general masses. Similarly, if the message is oral, it can be slightly in more detail. Written messages have to be kept as concise as message would permit. Following problems are encountered while coding:

(i)
(ii)

Language Skills and Semantic Problems: Language skills are important. Knowledge of right words/symbols/gestures for the idea is very important. Same should also not lead to any ambiguity. Assumptions/Emotions: Assumptions and emotions often interfere with encoding process and introduce/delete unwanted elements in message. Perception about receiver, fear, anxiety, etc

(d)

Status Effects: There are mental barriers created by status of one person in relation to other. People may not want to hear or interact from person in lower hierarchical position.

2.

Barriers at Receivers Level: (a) (b) (c) Receiving the message Attention deficit of receiver Decoding the received message (i) (ii) (iii) (d) (e) Language skills and semantic problems Assumptions/Emotions Perception about sender, fear, anxiety, etc

Understanding/interpreting the message Barriers to Acceptance: (i) (ii) Prejudices Interpersonal conflicts between sender and receiver.

(f) (g) (h) 3.

Length of the communication: Too long a message may not be read fully or read too fast for clear comprehension. Status effects Environmental factors like noise, poor visibility, etc

Barriers at Communication Medium Level: (a) (b) Improper choice for the kind of message or kind of surrounding Technical Problem improper functioning of gadgets, poor hand writing, intermittent transmission by electronic gadgets, unintelligible gestures, loss/corruption of data during transition, etc The ability of the receiver to listen and receive, especially messages which threatens his or her self concept. The receivers attitudes and values. The feedback may be wrong due to fear, respect or other

(c) (d)

4. Barriers at Feedback level: reasons. 1. 2. 3. 4. 5. 6. 7. Physical Linguistic/semantic Mental/Psychological Mechanical Cultural Social Technological

Barriers to communication can also be grouped on other basis:

1.

Physical Barriers: (a) (b) (c) (d) Environmental Disturbances like traffic noise, loud sound, passing train etc. Time and Distance Poor hearing ( due to defective hearing) Poor presentation due to speech defects like stammering, lisping etc.

2.

Linguistic/Semantic Barriers: With thousands of languages and dialects being in vogue in our country alone, chances of linguistic mismatch between two people are very high. In addition, there could be wide variation in knowledge of two people even with same language. Thus barriers can appear in the form of: Language Incompatibility Sender and Receiver not knowing any common language. A villager from North India meeting a villager from Tamilnadu. Poor Language skills/pronunciation/vocabulary of sender similar meanings or similar sounding words can be often misunderstood by receiver or wrongly used by sender. Take the case of a hotel guest telling the Room Service, I want to shit when he wanted to say that I want two bed sheets. Comparatively poor language skills of receiver. Another customer demanding pepper and the waiter bringing Newspaper instead. Semantic Problems occur when people use either the same word in different ways, or different words in the same way. The choice of words or language in which a sender encodes a message will influence the quality of communication. Because language is a symbolic representation of a phenomenon, room for interpretation and distortion of the meaning exists. Meaning has to be given to words and many factors affect as to how an individual will attribute meaning to particular words. In official communications, Good remark is often construed as merely Sat. It is important to note that no two people will attribute exactly same meaning to the same words.

3.

Mental Barriers: From the senders point of view (a) (b) (c) Confused thinking. Senders own ideas are not clear about a subject. Status Effect Reservation in communicating with certain class of people, at higher or lower status. Perception Assumption that a certain person does not need particular information or may misuse it.

From the receivers point of view (a) (b) Perception Information coming from Mr X is not worth consideration. Unwilling to accept new ideas, thoughts, etc. Mentally not developed to assimilate some information. Limitations in ability, intelligence and understanding

(c)

Attention deficit Too engrossed in some thing else to pay adequate attention to this message.

4.

Mechanical Barriers: (a) (b) Noisy transmission (unreliable messages, inconsistency) Improper media (machines or instruments) used for communication, very often becomes the barrier. Non-availability of proper medium or use of defective medium can act as barrier. Fax machine did not receive message clearly. Wrong channels or medium

(c) 5.

Cultural Barriers: Effective communication requires understanding of the basic values, culture, customs, habits and beliefs that are prevalent across cultural divide if the recipient of the message hails from other side of divide. Given some dramatic differences across cultures in above named areas, the opportunities for mis-communication while we are in cross-cultural situations are plentiful. Kiss on the back of hand of a lady is a way of paying respect in British Culture. Similar action in India would have disastrous consequences. Social Barriers: Social customs can create barriers. In Indian culture, youngsters are not supposed to cross question orders of elders. Similarly, there is virtually no communication between certain relations in regressive societies, like between Father-inLaw and Daughter-in-Law. Technological Barriers: There could be mismatch between the technology used by sender to send message and the technology available with receiver. A power point presentation created with Office XP may not open with some old version of MS Office 95.

6.

7.

Overcoming Barriers to Communication

(a) (b) If communication is oral, it must be clear and not heavily accented. Words should be simple and unambiguous. Words must be chosen and sentences constructed in such a way that there is little possibility of deriving any meaning other than intended. Pay attention while listening and read with concentration. If instruments are used, they should be in proper working condition. Classical joke of radio frequency shuffling between two stations, one broadcasting pickle preparation instructions and other broadcasting physical exercise instructions, should be avoided. The communicator should try to reach the audience by speaking and writing at their level of reception/understanding. There is no point in releasing advertisements in countryside in English. Vernacular language would be far more effective. Language should be used to express and not impress, unless necessary.

(c) (d)

(e)

(f)

(g)

Proper arrangement must be made to obtain feedback. The sooner feedback is available, sooner can the mode and manner of communication be altered to make it more effective. Select most appropriate channel of communication given the prevailing environment and receivers disposition.

(h)

4. Negotiation is the name of game. Elaborate importance of negotiation in successful business carrier

There are three primary conflict resolution problem-solving processes:

negotiation mediation consensus decision-making

"Negotiation is a problem-solving process in which either the two parties in the dispute or their representatives meet face to face to work together unassisted to resolve the dispute between the parties." Negotiation is very important in our day to day life be it in business or in social gathering. Negotiations helps people to come to a common agreement. It depends on ones negotiation skills. Steps in Negotiation Agree that you disagree and you will try to negotiate. Take turns talking; look at things from the viewpoint of the other party. Describe what you want, how you feel, and the reasons for your wants and feelings. Take the other person's point of view and then summarize your understanding of what he or she wants and feels and the reasons for his or her wants and feelings. 5. Think of several ways to solve the conflict in a way that works for both parties (create win-win options). 6. Choose the best way and make an agreement to do it. 7. Get outside help if unable to resolve the conflict. Mediation "Mediation is a problem-solving process in which the two parties in the dispute or their representatives meet face to face to work together to resolve the dispute assisted by a neutral third party called the 'mediator'.'" Consensus Decision-Making "Consensus decision-making is a group problem-solving process in which all of the parties in the dispute or representatives of each party collaborate to resolve the dispute by crafting a plan of action that all parties can and will support. This process may or may not be facilitated by a neutral party." 1. 2. 3. 4.

Effective negotiation helps you to resolve conflicts. The aim of win-win negotiation is to find a solution that is acceptable to both parties, and leaves both parties feeling that they've won, in some way, after the event.

To be successful in business, you need to know how to negotiate. Business leaders negotiate every day with vendors, customers, bosses, and employees. Business students who learn to negotiate effectively will have an advantage over their peers when they enter the business world. Even the most seasoned business people can become better negotiators by learning negotiation theory and by honing their negotiation skills.

Negotiating goal: Contract or relationship?

Negotiators from different cultures may tend to view the purpose of a negotiation differently. For deal makers from some culture, the goal of a business negotiation is a signed contract between the parties. Other cultures tend to consider that the goal of a business negotiation is not a signed contract but rather the creation of a relationship between the two sides. Although the written contact expresses the relationship, the essence of the deal is the relationship itself.

Negotiating attitude: Win-Lose or Win-Win?

Because of differences in culture, personality, or both, business persons appear to approach deal making with one of two basic attitudes: that a negotiation is either a process in which both can gain (win-win) or a struggle in which, of necessity, one side wins and the other side loses (win-lose)

Win-win negotiators see deal making as a collaborative, problem-solving process; win-lose negotiators view it as challenging.

Personal style: Informal or formal?

Personal style concerns the way a negotiator talks to others, uses titles, dresses, speaks, and interacts with other persons. Culture strongly influences the personal style of negotiators Negotiator with a formal style insists on addressing counterparts by their titles, avoids questions touching on the personal, private or family life of other negotiator. A negotiator with an informal style tries to start the discussion on a first-name basis, quickly seeks to develop a personal, friendly relationship with the other negotiator. For an American, calling someone by the first name is an act of friendship and therefore a good thing. For a Japanese, the use of the first name at a first meeting is an act of disrespect and therefore bad. Negotiators in foreign cultures must respect appropriate formalities. As a general rule, it is always safer to adopt a formal posture and move to an informal stance, if the situation warrants it, than to assume an informal style too quickly.

Communication: Direct or indirect?

Methods of communication vary among cultures. Some emphasize direct and simple methods of communication; Others rely heavily on indirect and complex methods. The latter may use figurative forms of speech, facial expressions, gestures and other kinds of body language. In a culture that values directness, such as the American or the Israeli, we can expect to receive a clear and definite response to our proposals and questions. In cultures that rely on indirect communication, such as the Japanese, reaction to our proposals may be indistinct comments, gestures, and other signs. What we will not receive at a first meeting is a definite commitment or rejection.

Sensitivity to time: High or low?

Negotiating styles invariably treat a particular cultures attitudes toward time Germans are always punctual, Latins are habitually late, Japanese negotiate slowly, and Americans are quick to make a deal. Some cultures value time more than others, but this observation may not be an accurate characterization of the situation. Rather, negotiators may value differently the amount of time devoted to and measured against the goal pursued.

For Americans, the deal is a signed contract and time is money, so they want to make a deal quickly. Americans therefore try to reduce formalities to a minimum and get down to business quickly. Japanese and other Asians, whose goal is to create a relationship rather than simply sign a contract, need to invest time in the negotiating process so that the parties can get to know one another well and determine whether they wish to embark on a longterm relationship.

Emotionalism: High or low?

Negotiating behavior always point to a particular groups tendency to act emotionally. Various cultures have different rules of displaying emotions, and these rules are brought to the negotiating table as well. Deal makers should seek to learn them.

Form of agreement: General or specific?

Whether a negotiators goal is a contract or a relationship, the negotiated transaction in almost all cases will be encapsulated in some sort of written agreement. Cultural factors influence the form of the written agreement that the parties make. Generally, Americans prefer very detailed contracts that attempt to anticipate all possible circumstances and eventualities, no matter how unlikely. Why? Because the deal is the contract itself, and one must refer to the contract to handle new situations that may arise. Other cultures, such as the Chinese, prefer a contract in the form of general principles rather than detailed rules. Why? Because, it is claimed, that the essence of the deal is the relationship between the parties. If unexpected circumstances arise, the parties should look primarily to their relationship, not the contract, to solve the problem. So, in some cases, a Chinese negotiator may interpret the American drive to stipulate all contingencies as evidence of a lack of confidence in the stability of the underlying relationship

Building an agreement: Bottom up or top down?

Related to the form of the agreement is the question of whether negotiating a business deal is an inductive or a deductive process. Does it start from an agreement on general principles and proceed to specific items, or does it begin with an agreement on specifics, such as price, delivery date, and product quality, the sum total of which becomes the contract? Different cultures tend to emphasize one approach over the other. Some observers believe that the French prefer to begin with agreement on general principles, while Americans tend to seek agreement first on specifics. For Americans, negotiating a deal is basically making a series of compromises and trade-offs on a long list of particulars. For the French, the essence is to agree on basic principles that will guide and indeed determine the negotiation process afterward. The agreed-upon general principles become the framework, the skeleton, upon which the contract is built. My survey of negotiating styles found that the French, the Argentineans, and the Indians tended to view deal making as a top down (deductive process); while the Japanese, the Mexicans and the Brazilians tended to see it as a bottom up (inductive) process. A further difference in negotiating style is seen in the dichotomy between the building-down approach and the building-up approach. In the building down approach, the negotiator begins by presenting the

maximum deal if the other side accepts all the stated conditions. In the building-up approach, one side begins by proposing a minimum deal that can be broadened and increased as the other party accepts additional conditions. According to many observers, Americans tend to favor the building-down approach, while the Japanese tend to prefer the building-up style of negotiating a contract.

Team organization: One leader or group consensus?

In any negotiation, it is important to know how the other side is organized, who has the authority to make commitments, and how decisions are made. Culture is one important factor that affects how executives organize themselves to negotiate a deal. Some cultures emphasize the individual while others stress the group. These values may influence the organization of each side in a negotiation. One extreme is the negotiating team with a supreme leader who has complete authority to decide all matters. Many American teams tend to follow this approach. Other cultures, notably the Japanese and the Chinese, stress team negotiation and consensus decision making. When you negotiate with such a team, it may not be apparent who the leader is and who has the authority to commit the side. In the first type, the negotiating team is usually small; in the second it is often large. For example, in negotiations in China on a major deal, it would not be uncommon for the Americans to arrive at the table with three people and for the Chinese to show up with ten. Similarly, the one-leader team is usually prepared to make commitments more quickly than a negotiating team organized on the basis of consensus. As a result, the consensus type of organization usually takes more time to negotiate a deal. Among all respondents in my survey, 59 percent tended to prefer one leader while 41 percent preferred a more consensual form of organization. On the other hand, the various cultural groups showed a wide variety of preferences on the question of team organization. The group with the strongest preference for consensus organization was the French. Many studies have noted French individualism. (Edward T. Hall and M. Reed Hall, Understanding Cultural Difference, Yarmouth, Maine: Intercultural Press, 1990.) Perhaps a consensual arrangement in the individual French persons eyes is the best way to protect that individualism. Despite the Japanese reputation for consensus arrangements, only 45 percent of the Japanese respondents claimed to prefer a negotiating team based on consensus. The Brazilians, the Chinese, and the Mexicans to a far greater degree than any other groups preferred one-person leadership, a reflection perhaps of the political traditions of those countries.

Risk taking: High or low?

Research supports the conclusion that certain cultures are more risk averse than others. (Geert Hofstede, Cultures Consequences: International Differences in Work-related Values (Newbury Park, CA: Sage Publications, 1980). In deal making, the negotiators cultures can affect the willingness of one side to take risks to divulge information, try new approaches, and tolerate uncertainties in a proposed course of action. The Japanese, with their emphasis on requiring large amount of information and their intricate group decision-making process, tend to be risk averse. Americans, by comparison, are risk takers. Among all respondents in the authors survey, approximately 70 percent cl aimed a tendency toward risk taking while only 30 percent characterized themselves as low risk takers. Among cultures, the responses to this question showed significant variations. The Japanese are said to be highly risk averse in negotiations, and this tendency was affirmed

by the survey which found Japanese respondents to be the most risk averse of the twelve cultures. Americans in the survey, by comparison, considered themselves to be risk takers, but an even higher percentage of the French, the British, and the Indians claimed to be risk takers. Faced with a risk-averse counterpart, how should a deal maker proceed? The following are a few steps to consider: 1 Dont rush the negotiating process. A negotiation that is moving too fast for one of the parties only heightens that persons perception of the risks in the proposed deal. 2 Devote attention to proposing rules and mechanisms that will reduce the apparent risks in the deal for the other side. 3 Make sure that your counterpart has sufficient information about you, your company, and the proposed deal. 4 Focus your efforts on building a relationship and fostering trust between the parties. 5 Consider restructuring the deal so that the deal proceeds step by step in a series of increments, rather than all at once. Negotiating styles, like personalities, have a wide range of variation. The ten negotiating traits discussed above can be placed on a spectrum or continuum, as illustrated in the chart below. Its purpose is to identify specific negotiating traits affected by culture and to show the possible variation that each traitor factor may take. With this knowledge, you may be better able to understand the negotiating styles and approaches of counterparts from other cultures. Equally important, it may help you to determine how your own negotiating style appears to those same counterparts.

5. Explain the difference between oral and written communications. How do they complement each other in business communication
EFFECTIVE WRITTEN LANGUAGE is Precise and direct. Chosen with greater deliberation and thought.. More sophisticated, and developed. Less personal. Driven by logic, organization, and explicitness Achieved through sentence length, complex language style. Validated by authors credibility. Objective. Non-retractable (its forever and so are mistakes and flaws). Planned and deliberate. ORAL LANGUAGE is A dynamic transfer of information. Everyday spoken language, including some cultural expressions, such as go crazy. Able to engage the audience psychologically and to use complex forms of non-verbal communication. Retractable (one can apologize for a mistake or offer clarification) Highly subjective Spontaneous Dependent upon orientation signals (for example, Well, in the first place), and projection terms (for example, It seems to me) to soften the tone Conversational and indirect

6. Essential skills of listening

Listening is a significant part of communication process. Communication cannot take place until and unless a message is heard and retained thoroughly and positively by the receivers/listeners. Listening is a dynamic process. Listening means attentiveness and interest perceptible in the posture as well as expressions. Listening implies decoding (i.e., translating the symbols into meaning) and interpreting the messages correctly in communication process. Listening differs from hearing in sense that:

Hearing implies just perceiving the sounds while listening means listening with understanding whatever you are listening. Both the body as well as mind is involved in listening process. Listening is an active process while hearing is a passive activity. Hearing is an effortless activity while listening is an act requiring conscious efforts, concentration and interest. Listening involves both physical and psychological efforts.

Effective listening requires both deliberate efforts and a keen mind. Effective listeners appreciate flow of new ideas and information. Organizations that follow the principles of effective listening are always informed timely, updated with the changes and implementations, and are always out of crisis situation. Effective listening promotes organizational relationships, encourages product delivery and innovation, as well as helps organization to deal with the diversity in employees and customers it serves.

To improve your communication skills, you must learn to listen effectively. Effective listening gives you an advantage and makes you more impressive when you speak. It also boosts your performance.
Effective Listening Skills

1. Discover your interests field. 2. Grasp and understand the matter/content. 3. Remain calm. Do not loose your temper. Anger hampers and inhibits communication. Angry people jam their minds to the words of others. 4. Be open to accept new ideas and information. 5. Jot down and take a note of important points. 6. Work upon listening. Analyze and evaluate the speech in spare time. 7. Rephrase and summarize the speakers ideas. 8. Keep on asking questions. This demonstrates that how well you understand the speakers ideas and also that you are listening. 9. Avoid distractions. 10. Step into the shoes of others, i.e., put yourself in the position of the speaker and observe things from his view point. This will help creating an atmosphere of mutual understanding and improve the exchange of ideas in communication process.

Characteristics of Good and Effective Listener

Good and effective listener tries to give maximum amount of thought to the speakers ideas being communicated, leaving a minimum amount of time for mental exercises to go off track. A good listener:
2. Is attentive- Good listener must pay attention to the key points. He should be alert. He should avoid any kind of distraction. 3. Do not assume- Good listener does not ignore the information he considers is unnecessary. He should always summarize the speakers ideas so that there is no misunderstanding of thoughts of speakers. He avoids premature judgements about the speakers message. 4. Listen for feelings and facts- Good listener deliberately listens for the feelings of the speaker. He concentrates totally on the facts. He evaluates the facts objectively. His listening is sympathetic, active and alert. He keenly observes the gestures, facial expression and body language of the speaker. In short, a good listener should be projective (i.e. one who tries to understand the views of the speaker) and empathic (i.e. one who concentrates not only on the surface meaning of the message but tries to probe the feelings and emotions of the speaker). 5. Concentrate on the other speakers kindly and generously- A good listener makes deliberate efforts to give a chance to other speakers also to express their thoughts and views. He tries to learn from every speaker. He evaluates the speakers ideas in spare time. He focuses on the content of the speakers message and not on the speakers personality and looks. 6. Opportunizes- A good listener tries to take benefit from the opportunities arising. He asks Whats in it for me?

To conclude, effective listening enhances the communication quality. It makes all attentive. It encourages optimistic attitude, healthy relations and more participation. It leads to better decision- making in an organization. Effective listening is directly related to our ability to do team work. It must be noted that We listen at about an efficiency rate of 25 percent maximum, and we remember only about 50 percent of what is delivered during a ten minute speech/lecture/communication.

One of the key barriers to effective communication is lack of listening skills. Listening with complete concentration and empathy is the key to success in communication. Therefore, if you need to develop good communications skills, you need to focus on developing excellent listening skills. What are the essential elements of listening skills? Develop an interest in others views: You are entitled to your opinion just as much as others are entitled to theirs. When listening to others you need to keep your ego and prejudices at bay and direct your attention to the speaker. Have an open mind

and develop a genuine interest in what the other person has to say, and you will automatically become a good listener. Focus: Focus on what the other person is saying instead of letting your thoughts wander. Always listen with the view that you will miss out important information if you do not direct your complete attention on the speaker. Make an effort not to be distracted by other thoughts or movements around you. Refrain from interrupting unnecessarily: While supplementing a conversation with your views or asking questions is appreciated, allows the speaker to complete his statement. Make a mental note of what you wish to ask or say and voice it only after the speaker has finished his speaking. Interrupting people while they are speaking is not only rude but also disturbs their train of thought. Pay attention to your body language: A lot of communication is non-verbal. Therefore, you need to pay attention to your body language and that of the speaker while engaging in a conversation. Avoid fidgeting with your hands, tapping your foot or rearranging papers on your desk, as these actions indicate your disinterest in the conversation. You need to use your eyes and ears in tandem and maintain eye contact while listening. An occasional nod of the head will indicate your acceptance and interest. Exercise patience: It is not always easy to wait until the speaker completes his sentence; which in some cases could be unduly long or provocative. Refrain from judging prematurely and wait for the speaker to finish. Dont indulge in needless arguments and rebuttals which leave a bad taste. As someone has said, Listening broadens us, lays the groundwork for peace, elevates the quality of our relationships, and opens the way to success. If nothing else, listening will make you the most popular person in the room. Happy listening!

7. House Magazine Many companies are so busy communicating about their products and services with external audiences, they often neglect to speak with their most valuable assettheir employees. If employees and, other stakeholders like investors and partners, are considered a target audience, it becomes clear that design is an essential tool to reach them. Add some wit and a bit of the unexpected, and internal communications is anything but the dry corporate communications efforts of old.

Design Makes Internal Communication Accessible Internal communications has many of the same design and strategy challenges as external marketing. The key differentiator is that internal messaging is focused on communicating vital corporate strategy, internal brand values, employee benefits or new product rollouts. Using design, especially image-driven narrative, to inform, motivate and delight internal audiences can result in: Clarity of goal definition Alignment of goals to actions Connection of staff to CEO vision and charisma Increased participation and empowerment Aiding recruitment and retention Boosting communication and advocacy Elevating leadership and organizational management Keeping the business of the business moving forward

8. Press Communications Types of Press Releases

Although all press releases contain the same elements, they are used to promote varying objectives. Below are commonly used press releases that would make appropriate teaching scenarios.

Publicity Release. This type of release announces information about a business or organization that has news value to local or national media. A publicity release may announce internal promotions, upcoming or past events, new hires or appointments, awards, honors, and mergers or acquisitions.

Product Release. These releases contain information that is generally targeted to trade publications and relate news about the introduction of a product, an addition to a line, or a modification to an existing product.

Bad News Release. When an organization must tell the truth about a negative situation, it issues a bad news release. This document must always be straightforward about negative news, providing facts in an honest, forthright fashion to establish credibility with the media.

Financial Release. The financial release disseminates information about a companys earnings or other information of interest to shareholders. While national media such as The Wall Street Journal or ABC Nightly News may be interested in reporting news about large, publicly held organizations, local media tend to report on firms headquartered in their distribution area.

Press releases can be written in either a hard or soft news style. Hard news is timely and has immediacy. A university would issue a hard news release to announce that it has hired a new chancellor. Soft news focuses on people or issues that affect peoples lives. A soft news release, for example, might take the form of a feature about a child whose life was saved by a new drug, with the issuing company being the drug manufacturer.

The publicity release is the most common type used in a real-world scenario, but any of the types of press releases can provide excellent learning opportunities.

9. Public Relations Ans Public Relations

The social responsibility of management cannot be overlooked. The responsibilities

imply the obligations, which a business house owes to the society. There are four important groups for example, owners of the business, i.e., the shareholders, customers, employees and the society. Each group should be given a timely report of the measures taken for allocating their respective social responsibilities. Public relations emphasises a proper understanding of the nature, of the public and the social environment in which an industry is operating and the changes that are constantly occurring. Relation is the outcome of mutual understanding derived from the process of sharing of common interests. The integration of these two elements gives us public relations, which in recent times is a specialised management function
Public relations (PR) is the practice of managing the spread of information between an individual or an organization and the public.[1] Public relations may include an organization

or individual gaining exposure to their audiences using topics of public interest and news items that do not require direct payment.[2] The aim of public relations by a company often is to persuade the public, investors, partners, employees, and other stakeholders to maintain a certain point of view about it, its leadership, products, or of political decisions. Common activities include speaking at conferences, winning industry awards, working with the press, and employee communication.[3]

Public relations (PR) is the way organisations, companies and individuals communicate with the public and media. A PR specialist communicates with the target audience directly or indirectly through media with an aim to create and maintain a positive image and create a strong relationship with the audience. Examples include press releases, newsletters, public appearances, etc. as well as utilisation of the world wide web.

PR and the World of Business

The world of business is characterised by fierce competition and in order to win new customers and retain the existing ones, the firms have to distinguish themselves from the competition. But they also need to create and maintain a positive public image. A PR specialist or firm helps them both create and maintain a good reputation among both the media and the customers by communicating in their behalf and presenting their products, services and the overall operation in the best light possible. A positive public image helps create a strong relationship with the customers which in turn increases the sales.

PR Tools and Techniques

PR specialists and firms use a number of tools and techniques to boost their clients public image and help them form a meaningful relationship with the target audience. To achieve that, they use tools such as news releases and statements for media, newsletters, organisation and participation at public events conferences, conventions, awards, etc.. PR specialists of course also utilise the Internet tools such as social media networks and blogs. Through the mentioned tools, PR specialists give the target audience a better insight into their clients activities and products/services as well as increase publicity.

10. What are the types of reports and importance in organization

After thorough study, collection of all relevant facts and information and proper scrutiny and analysis of a problem relating to past or present, submission of the conclusions supported by statements and other relevant data etc. is called a report, which offers suggestions for solution of the problem studied. The following are the two bases of classifying the reports According to function, and According to formality.

According to functions the reports may be divided into three parts: Informational reports. Analytical reports Research reports.

According to formality the reports may be divided into two parts: Statutory reports Non statutory or voluntary reports.

The above two may further be divided into two parts again, i.e. (i) routine reports and (ii) special reports Informational reports. These reports present facts about certain given activity in detail without any note or suggestions. Whatever is gathered is reported without giving any thing by way of either explanation or any suggestion. A vice-chancellor asking about the number of candidates appearing at a particular examination naturally seeks only information of the fact (candidates taking up the examination) of course without any comment. Generally such reports are of routine nature. Sometimes they may fall under

statutory routine category. A company registrar asking for allotment return within the stipulate period is nothing but informational routine, falling under statutory but routine report. Analytical reports. These reports contain facts along with analytical explanations offered by the reporter himself or may be asked for by the one who is seeking the report. Such reports contain the narration of facts, collected data and information, classified and tabulated data and also explanatory note followed by the conclusions arrived at or interpretations. A company chairman may ask for a report on falling trends in sale in a particular area. He will in this case be naturally interested in knowing all the details including that of opinion of any of the investigator. Research reports. These reports are based on some research work conducted by either an individual or a group of individuals on a given problem. Indian oil company might have asked its research division to find some substitute for petrol, and if such a study is conducted then a report shall be submitted by the research division detailing its findings and then offering their own suggestions, including the conclusions at which the division has arrived at as to whether such a substitute is these and if it is there can the same be put to use with advantage and effectively. All details shall naturally be asked and has to be given. In fact such a report is the result of a research. Statutory reports. These reports are to be presented according to the requirements of a particular law or a rule or a custom now has become a rule. The auditor reports to company registrar has to be submitted as per the requirements of country legal requirement. A return on compensation paid to factory workers during a period by a factory has to be submitted to competent authorities periodically. These reports are generally prepared in the prescribed form as the rules have prescribed. Non statutory reports. These reports are not in the nature of legal requirements or rules wants, therefore, the reports are to be prepared and submitted. These reports are required to be prepared and submitted: (i) for the administrative and other conveniences,(ii) for taking decision in a matter (iii) for policy formulations, (iv) for projecting the future or (v) any thing alike so that efficient and smooth functioning maybe assured and proper and necessary decision may be taken with a view to see that every thing goes well and the objectives of the organization are achieved with assured success. Routine reports. These reports are required to be prepared and submitted periodically on matters required by the organization so as to help the management of the organization to take decisions in the matters relating to day to day affairs. The main objectives of routine reports are to let the management know as to what is happening in the organization, what is its progress where the deviation is, what measures have been taken in solving the problems and what to do so that the organization may run smoothly and efficiently. Routine reports are generally brief. They only give the facts. No comments or explanations are usually offered in such reports. Generally forms are prescribed for preparation and submission of such reports.

Special reports. Such a type of report is specially required to be prepared and submitted on matters of special nature. Due to an accident a death of the foreman has occurred in a factory. The factory manager may ask for a detail report from the head foreman. Such a report is classified as special reports. These reports contain not only facts and details but they may contain suggestion, comments and explanations as well.

2011
1. What is communication/ distinguish between formal and informal communication. Describe the various directions in which the formal and informal communication generally flows in the organization

Communication simply defined is a process of passing, sharing and exchanging information and ideas. the process of transmitting information from an individual (or group) to another is a very complex process with many sources of potential error. To communicate well, we need to know ourselves and our frames of references and to be able to assess other people.

Communications in an organisation (Channels of communication) can be broadly classified into two broad categories: 1. 2. External Communication Internal Communication

External communication is the one which either originates from outside the organisation and is received in the organisation or the one that goes out from the organisation. Thus, External communication can be further classified into: (a) Outbound Letters, Mails, Court Appeals, etc, originating in organisation and addressed to people/ authorities outside the organisation.

(b)

Inbound Letters, mails, Faxes, etc received by the organisation from outside including legal and govt notices etc.

Internal communication is the one which originates and terminates within the organisation. Eg. Staff Minute Sheets, Office Memo, Departmental Notes, etc. It even includes informal messages exchanged between members of organisation over a cup to tea or lunch room gossip. Thus, internal communication can be divided as: -

(c) Formal Office Memo, Deptt Notes, Staff Minute Sheets, etc. exchanged among the people of the organisation. (d) Informal/personal It has no set channels. It could be over a cup of tea or while waiting for a meeting to commence. It is also called grapevine/gossip channel. Formal communication can be further divided as (a) Upwards Originates at lower level and is addressed to the people higher in hierarchy.

These could be reports, requests, opinions, complaints, etc. (b) Downwards is one which originates at higher management level and is communicated to lower echelon as information or action agenda. It often consists of information which is necessary for any staff to carry-out their work, such as policies and procedures, orders and directions. (c) Lateral Lateral messages are the direct exchange of information among people of different departments at one level up or down than the originator. Addressed to the peer group like an engineer in production department addressing to another in maintenance department.

GM General Manager
GM

M- Manager E Engineer

AINTENANCE

S Supervisor

DUCTION

W Worker Lateral communication is the communication which takes between people of same status within the department or inter department. It also includes communication with people one step above or below in hierarchy.

Informal Channels spring up by virtue of common interests among people in the organisation these interests may be caused by work, social or outside relationships. The grapevine/gossip is very powerful channel. It is often far more powerful than the other two. Its messages may frequently be distorted, but they often carry more credibility than those coming from the formal channels. Informal channels become the only means of communication when the formal channels break-down or get blocked. This channel is the fastest medium of spreading the message though with distortion. While most of the senior management discourages it, many indulge in it themselves to feel the pulse of lower management. Departmental parties, gettogethers, picnics and other social events are few of the ways to open informal channel of communication between senior and junior management. For an organisation to function effectively, it is necessary that the formal channels of communication function smoothly at all times. Upward channel is most susceptible to blockage and creates a barrier between higher and lower management and informal channel becomes over active. When this happens, it is an indicator that the organisations policies, procedures and employee relations need to be reviewed.

2. Explain the importance of Non verbal communication in Business. Discuss Any Four of the prominent Non verbal aspects of communication.

MEDIA OF COMMUNICATION

VERBAL

NON-VERBAL

ORAL

WRITTEN

SIGN LANGUAGE

BODY LANGUAGE

VISUAL SIGNS

AUDIO SIGNS

Types of Communication

(a) (b) (c)

Formal and informal communication Intra personal and Interpersonal communication One Way and Two Way communication (i) (ii) One Way Communication: Sender keeps sending message without getting any response or feed back. Like, News Reader, Presentation, Speeches, etc. Two Way Communication: All parties in communication keep exchanging the role or sender and receiver alternatively. Like dialogue between friends, debate, question answer session at the end of speech, etc

Intra personal communication is communication with the Self like debating with oneself over ideas proposals and thinking, etc

NON VERBAL COMMUNICATION

Non verbal communication is one where words are not used. It could be in the form of: (a) (b) Touch: Touch can convey the feelings or augment the verbal communication. Proximics: Use of space to communicate. Space can be (i) (ii) Private Space: Like amount of office space allotted to a person communicates his hierarchical status Personal Space: Personal space can be further subdivided as: (aa) (ab) (ac) Public Space: Space beyond 4 m of a person. This is the space allowed to Strangers, unconcerned General Public, etc. Private Space: Space from 1.5 m to 4 m. This is space for Casual Acquaintances, Visitors, etc Person Space: Space from 0.5m to 1.5 m. Friends and family members are allowed in this space.

(ad)

Intimate Space: Less than 0.5 m is a persons intimate space. Spouse, children, siblings and very close friends are allowed here.

All these spaces are measured in front of person, not on the sides. Depending upon what distance another person keeps from you, you can guage his feelings towards you. But even these distances have no universality. While Americans more or less follow this code, Arabs and Latins have much compressed scale. They prefer closeness and touch during communication. (c) (d) Time: What time of the day and how much time are you allowed can convey a lot of things. Even the relative time of reaching at a venue can be significant indicator. Body Language: Face expressions and body postures communicate a lot of inner feeling of a person. Like an attentive and interested person would be sitting upright and bending forward. Face would be animated. Similarly, head position/movement, shoulder positions, eye movements, limb movement etc convey a lot of messages. (i) Eyes: Eyes are another powerful medium of communication. Inner feelings are often involuntarily reflected in the eyes of person. Fixed gaze, Repeated glances or lit up eyes convey deep interest. Wondering or half shut eyes convey disinterest. Gestures: Gestures are short movement or positioning of body parts. They are either used in conjunction with oral messages to supplement them or in stand alone mode where oral messages are hard to transmit due to noise or distance or other reasons. Movement: Movement of a person or body parts communicates to the observer his mental status. Shaking of legs indicates uneasy eagerness. Head movement can indicate approval or disapproval. Again, the movement can be used in stand alone mode or to supplement the oral message. Posture: Posture is body positioning which also communicates acceptance, interest, etc. An upright or forward inclined sitting posture indicates interest in the matter. A tilted head denotes concentration in the subject.

(ii)

(iii)

(iv)

(e) (f)

Para Language: Para language involves use of non verbal sounds, like sighing, thumping of desk, voice modulation, etc. Intonation: The meaning or impact of words can be altered significantly by changing the intonation of one's voice. Think of how many ways you can say "no". You can doubt, terror, amazement, anger, among other emotions. Appearance: Builds an image of the sender that affect the receivers attitude and perception towards the verbal messages even before they read or hear them. Physical appearance conveys impressions regarding occupation, age, nationality, social and economic status, job status, etc. Similarly appearance of written messages may impress the receiver as important, routine or junk mail. Appearance of the surroundings has an effect on persons involved in the communication process. Objects: Similarly, we use "things" to communicate. Decorations at home or ornaments worn on body are ways to communicate through things.

(g)

(h)

Skilful communicators understand the importance of nonverbal communication. While on one hand they use it to increase their effectiveness, on the other hand they use it to understand real

intent of other person. But a word of warning. Beware in cross cultural settings because Nonverbal cues can differ dramatically from culture to culture. An Americans hand gesture meaning "OK" would be viewed as obscene in some South American countries.

3. What are the silent features of report writing? What are the essentials for making it effective?

Meaning of Report Report is a self-explanatory statement of facts relating to a specific subject and serves the purpose of providing information for decision making and follow up actions. It is a systematic presentations of ascertained facts about a specific event / subject. Report is a summary of findings and recommendations about a particular matter / problem. Report is for the guidance of higher authorities including company executives and directors. Report facilitates timely decisions and follow up measures. According to Oxford Dictionary, report means "a record of ascertained facts."

Features or Characteristics of Report 1.Complete and Compact Document : Report is a complete and compact written document giving updated information about a specific problem. 2.Systematic Presentation of Facts : Report is a systematic presentation of facts, figures, conclusions and recommendations. Report writers closely study the problem under investigation and prepare a report after analyzing all relevant information regarding the problem. Report is supported by facts and evidence. There is no scope for imagination in a report which is basically a factual document. 3.Prepared in Writing : Reports are usually in writing. Writing reports are useful for reference purpose. It serves as complete, compact and self-explanatory document over a long period. Oral reporting is possible in the case of secret and confidential matters. 4.Provides Information and Guidance : Report is a valuable document which gives information and guidance to the management while framing future policies. It facilitates planning and decision making. Reports are also useful for solving problems faced by a business enterprise.

5.Self-explanatory Document : Report is a comprehensive document and covers all aspects of the subject matter of study. It is a self-explanatory and complete document by itself. 6.Acts as a Tool of Internal Communication : Report is an effective tool of communication between top executives and subordinate staff working in an organization. It provides feedback to employees and to executives for decision making. Reports are generally submitted to higher authorities. It is an example of upward communication. Similarly, reports are also sent by company executives to the lower levels of management. This is treated as downward communication. In addition, reports are also sent to shareholders and others connected with the company. It may be pointed out that report writing / preparation acts as a backbone of any system of communication. 7.Acts as Permanent Record : A report serves as a permanent record relating to certain business matter. It is useful for future reference and guidance. 8.Time Consuming and Costly Activity : Report writing is a time consuming, lengthy and costly activity as it involves collection of facts, drawing conclusion and making recommendations.

1. Good Report has a Clarity of Thought A good report is one which is drafted in a simple, clear and lucid language. Its language should not be difficult and confusing. There should be no ambiguity as regards the statements made in the report. A reader should be able to understand the entire report easily, exactly and quickly. In fact, this is the basic purpose of report writing.

2. Good Report is Complete and Self-explanatory A good report is always a complete and self-explanatory document. For this, repetition of facts, figures, information, conclusions and recommendation should be avoided. Report writing should be always complete and self-explanatory. It should give complete information to the readers in a precise manner. 3. Good Report is Comprehensive but Compact A lengthy report is not necessarily a good report. In fact, report should be a brief and compact document. At the same time, it should give complete picture of the problem under investigation. In this sense the report writing should be comprehensive but compact. 4. Good Report is Accurate in all Aspects One more feature of a good report is that it should be correct in all aspects. The data given and statements made in the report must be based on facts and must be verified carefully. Report writing is a responsible job as report is used as a reliable document for taking decisions and framing policies. Thus, report writing should be always accurate, factual and reliable.

5. Good Report has Suitable Format for readers A good report needs proper format. It should be convenient to the type of the report. The report should have all essential components such as title, introduction, findings and recommendations. This gives convenience to the reader. 6. Good Report Support Facts and is Factual A good report is always factual. The findings, conclusions and recommendations included in the report should be supported by information and data collected from reliable sources. Statistical tables, should support statements made in the report. Attention needs to be given to this reliability aspect in report writing. 7. Good Report has an Impersonal Style A good report should be drafted in an impersonal manner. The report writing should be in third person. This is necessary as the report is prepared for the benefits of a person who needs it and not for the benefit of the person who prepares it. 8. Good Report has a Proper Date and Signature A good report should be properly dated and signed by the concerned authority or by the chairman of the committee or by all committee members. This has legal significance and needs special attention in report writing. 9. Good Report has a Reference to Relevant Details In effective report writing, reference to relevant details is necessary. A good report should cover all relevant details for the methodology used, questionnaire prepared for data collection and the procedure followed by the committee. 10. Good Report follows an Impartial Approach A good report is always fact finding and not fault finding. It should be prepared in an impartial manner. The writers of the report should be impartial in their outlook and approach. In other words, there should be objectivity in report writing. Emotions, sentiments, personal views etc. should be kept away while drafting a report. The approach of report writer should be broad based, positive and constructive. He should be neutral and self effecting in his reports writing. 11. Good Report has all Essential Technical Details In a good report writing attention should be given to certain essential technical details. For example, the pages and paragraphs of the report should be numbered properly. Marginal heading and titles should be given. This gives convenience to readers. 12. Good Report is Presented in a Lucid Style A good report is one which is presented in a lucid style. It needs logical and systematic arrangement of different parts. It should be easily and clearly understandable by all those for whom it is meant. A good report should create interest among readers because of its lucid and convincing style. Clear thinking, objective tone and logical arrangement of thoughts make the report simple and lucid.

13. Good Report is a Reliable Document The data collection, analysis and interpretation of the data, conclusions drawn and recommendations made in the report should be accurate so as to make the whole report reliable and dependable for future reference and also for policy decisions. This, reliability is one important aspect of effective report writing. 14. Good Report is Arranged in a Logical Manner The different parts of the report should be arranged in a logical order so as to make it an integrated document. Proper planning is essential while drafting report. Attention to format of a report is a must in effective report writing. Checklist for good reports 1. 2. 3. 4. 5. 6. 7. Does it answer the purpose stated (or implied) in the brief? Does it answer the needs of the projected reader? Has the material been placed in the appropriate sections? Has all the material been checked for accuracy? Are graphs and tables carefully labelled? Is data in graphs or tables also explained in words and analysed? Does the discussion/conclusion show how the results relate to objectives set out in the introduction? 8. Has all irrelevant material been removed? 9. Is it written throughout in appropriate style (i.e. no colloquialisms or contractions, using an objective tone, specific rather than vague)? 10. Is it jargon-free and clearly written? 11. Has every idea taken from or inspired by someone else's work been acknowledged with a reference? 12. Have all illustrations and figures taken from someone else's work been cited correctly? 13. Has it been carefully proof-read to eliminate careless mistakes?

4. Essential Skills of listening Research has shown that people spend 48 % of their communication time in listening, 22 % in speaking, 18 % in reading and 12 % in writing. Despite this, the average listener understands and retains about half of what is said immediately after a presentation and within 48 hours, this level drops off to 22%. Hence, listening is the most critical skills in the communication process.

Let us first look at the different types of listening. Figure shows two types of listening and three levels of listening intensity for both types. Active listening occurs when a manager has little or no opportunity to interact verbally with the speaker, whereas interactive listening occurs when people have the opportunity to interact verbally with the speaker by asking questions or by summarizing. The level of intensity reflects the relevance, the importance, or the significance of the information involved.

LEVELS OF INTENSITY

ACTIVE Empathetic

INTERACTIVE Empathetic

Factual

Factual

Four types of listeners have been identified. They are the non-listeners, the marginal listeners, the Casual Casual evaluative listeners, and the active listeners. The non-listeners and the marginal listeners hear the words being spoken, but are pre-occupied, uninterested, or busy preparing their next statement. These listeners are neither concerned with the message nor the context in which it is being presented. The evaluative listener makes a sincere attempt to listen by paying attention to the speaker, but makes no effort to understand the intent of the speakers message. This listener hears the words, but not the feelings and the meaning of the words. The active listener hears and understands the message. The active listeners full attention is on the content of the message and the intention of the speaker. Importance of Listening To gain new information, ideas and data for decision making and thus aim at problem solving. To follow directions better and make fewer mistakes, and thereby become more dependable. A good listener stands out like a beacon of courtesy and fine manners in a sea of competitive talkers. Good listeners are better informed Good listening spares embarrassment. Good listening promotes understanding.

Listening does not mean agreement. It is a courtesy extended by the listener to the speaker. It is a conscious physical effort to pay attention and thereby understand.

BARRIERS TO LISTENING - PHYSICAL BARRIERS

Prejudice against the speaker Attention is lost when the speakers position, attitude or belief is entirely contrary to the listener. External distraction the physical environment affects listening. Among the negative factors are noisy fans, poor or glaring lights, distracting background music etc. which might distract the listeners attention from the speakers message. Thinking speed - We speak at an average speed of 125 w.p.m., but our brain is able listen at a speed of 400 600 w.p.m.. Since the brain can listen faster than we can speak, a listening gap occurs for the average person. This gap allows the mind to wander to thoughts unrelated to those being expressed by the speaker and influences the ability of the receiver to accurately hear the message being sent Semantic Stereotypes Internal reaction words vary from person to person, each list influenced by feelings, attitudes, prejudices, and biases we carry within us. Hence, some words cause negative reactions. We tune out the speaker because the words annoy us; it shouts so loudly in the brain that effective listening is impaired.

PSYCHOLOGICAL BARRIERS Premature evaluation - As a result of rapid thinking we race ahead to what we feel is the conclusion. We anticipate. We arrive at the concluding thought quickly although often one that is quite different from that the speaker intended. Emotional blocks - popularly called as Deaf Spots prevent a person from taking in and retain certain ideas. There are certain people who cannot listen to figures, to politics, or to description of surgical operation. Detouring - Delivery style of the speaker can put off or create interest in the listeners. The tendency to criticize speakers manner, appearance, voice etc. impairs effective listening.

Effective Listening skills There are a number of situations when you need to solicit good information from others; these situations include interviewing candidates, solving work problems, seeking to help an employee on work performance, and finding out reasons for performance discrepancies. Skill in communication involves a number of specific strengths. The following lists some suggestions for effective listening when confronted with a problem at work: Listen openly and with empathy to the other person Judge the content, not the messenger or delivery; comprehend before you judge Use multiple techniques to fully comprehend (ask, repeat, rephrase, etc.) Active body state; fight distractions

Ask the other person for as much detail as he/she can provide; paraphrase what the other is saying to make sure you understand it and check for understanding Respond in an interested way that shows you understand the problem and the employee's concern Attend to non-verbal cues, body language, not just words; listen between the lines Ask the other for his views or suggestions State your position openly; be specific, not global Communicate your feelings but don't act them out (eg. tell a person that his behavior really upsets you; don't get angry) Be descriptive, not evaluative-describe objectively, your reactions, consequences Be validating, not invalidating ("You wouldn't understand"); acknowledge others uniqueness, importance Be conjunctive, not disjunctive (not "I want to discuss this regardless of what you want to discuss"); Don't totally control conversation; acknowledge what was said Own up: use "I", not "They"... not "I've heard you are no cooperative" Don't react to emotional words, but interpret their purpose Practice supportive listening, not one way listening Decide on specific follow-up actions and specific follow up dates

A major source of problem in communication is defensiveness. Effective communicators are aware that defensiveness is a typical response in a work situation especially when negative information or criticism is involved. Be aware that defensiveness is common, particularly with subordinates when you are dealing with a problem. Try to make adjustments to compensate for the likely defensiveness. Realize that when people feel threatened they will try to protect themselves; this is natural. This defensiveness can take the form of aggression, anger, competitiveness, avoidance among other responses. A skillful listener is aware of the potential for defensiveness and makes needed adjustment. He or she is aware that self-protection is necessary and avoids making the other person spend energy defending the self. In addition, a supportive and effective listener does the following: Stop Talking: Asks the other person for as much detail as he/she can provide; asks for other's views and suggestions Looks at the person, listens openly and with empathy to the employee; is clear about his position; be patient Listen and Respond in an interested way that shows you understand the problem and the other's concern is validating, not invalidating ("You wouldn't understand"); acknowledge others uniqueness, importance checks for understanding; paraphrases; asks questions for clarification don't control conversation; acknowledges what was said; let's the other finish before responding Focuses on the problem, not the person; is descriptive and specific, not evaluative; focuses on content, not delivery or emotion

Attend to emotional as well as cognitive messages (e.g., anger); aware of non-verbal cues, body language, etc.; listen between the lines React to the message, not the person, delivery or emotion Make sure you comprehend before you judge; ask questions Use many techniques to fully comprehend Stay in an active body state to aid listening Fight distractions ( if in a work situation) Take Notes; Decide on specific follow-up actions and specific follow up dates

LISTENING TO NON-VERBAL MESSAGES The renowned communication researcher found that only 7 % of a messages effect is carried by words; listeners receive the other 93 % through nonverbal means. Birdwhistell suggested that spoken words account for no more than 30 35 % of all social interaction. Nonverbal communication can be divided into facial expressions, postures, gestures and spatial messages. (Read assignment)

5. Meetings in Organisation.

Managers spend a great deal of time in meeting often ineffectively, and usually with a growing sense of frustration. We look at meetings and at why so many are ineffective, and suggests some steps to be taken to make them more effective, concluding with a simple seven-point guideline for the head and the meeting member.

GOOD MEETINGS MEAN MORE PROFIT

It is popular to grumble about meetings; indeed, this pastime can become a dangerous obsession, so that, in some organizations, the climate is such that managers find it very difficult to conduct effective meetings.

Jokes and laws about meeting proliferate and the well-know video, meetings Bloody Meetings, are a nuisance. Senior management should encourage and cultivate a good meeting climate, because in doing so they will improve:

Communication

A business organization is, by definition, two or more people engaged in commercial pursuit. Organizations cannot cohere or achieve without communicating, and effective meetings play an essential part in this process.

Policy formulation and planning These activities require ideas, discussion and debate on key issues and on alternatives. They benefit from the collective wisdom of the management team and carefully considered proposals and options. This process can only take place in meetings.

Decision making Some decisions have to be made in formal meetings (or endorsed by them because of some statutory requirements; for example, boardroom decisions. But there are many circumstances in which the quality or durability of a decision will be enhanced if it is subjected to careful (and urgent!) consideration in meeting at which those responsible for its implementation or affected by it are present.

Better communication, better planning and improved decision making will have a positive effect on the bottom line, and this is a justification for giving thought and energy to improving meetings.

Running Sales Meetings

It is essential to maintain contact with all members of a salesforce, wherever they are located, and a sales conference can help sales representatives understand business objectives, products, company policies, and what support is available to them. Conferences also play an important part in motivating sales teams.

National conferences are held for major events, such as the launch of a new product or a presentation of annual results, and because of their high profile, they can be used to generate high levels of enthusiasm, commitment, and effort. For example, the national conference could be used to reward high achievement by an individual or a team. In addition, they can raise awareness of the organisations overall strengths and help to build consistent standards and performance.

Regional business meetings are also a valuable way of maintaining personal contact between the organisation and its sales teams. Often taking a half-day, regional business meetings can include briefings on new products, corporate developments, management changes, promotional activities, pricing, marketing programmes, and objectives for the next quarter. Networked conferencing makes it easier to hold regular meetings, saving sales teams time. For that reason, it will play an important part in the overall salesforce communications programme. However, personal contact and team building are important benefits of live meetings which means they should also remain an integral part of the programme.

Maintain effective contact To make a salesforce work effectively, it is essential to maintain contact with all team members, wherever they are located. How many times has the local office accused head office of being remote and out of touch? Can head office staff be certain that local sales representatives are aware of the latest product information or the current operating policy? Is there a feeling that certain members of the team are better informed or supported than others?

Set meeting objectives Formal and informal information channels are used to maintain effective contact with local sales representatives at all levels. The sales conference is a key part of that process, and it should help sales representatives to: understand your current business objectives understand corporate operating procedures be aware of the business and marketing support available to them be committed to success acquire up-to-date product knowledge understand how to implement company policies feel that they have a worthwhile career structure within the organisation

Run a national conference At national conferences, the entire sales team is invited to attend, and the event may last for a longer period than a normal meeting. The conference is usually held for a major event, such as the launch of a new product or presentation of annual results, and is designed to generate high levels of enthusiasm and commitment. A national conference has the additional benefit of bringing together people from around the country who would not normally meet each other, so it has a considerable team-building value.

Build team spirit A national conference should have purpose and it should be handled effectively. Many product launches have a high theatrical content, because the intention is to create impact. Car manufacturers, for example, take their sales teams to exotic locations when they launch a new model. The high point of the event is the launch itself, which needs to be impressive, but the remainder of the time can be spent in building the right level of team spirit within the salesforce.

A conference not only brings together employees who are separated by physical barriers but can also raise awareness of the organisations overall strengths and help to build consistent standards and performance. Reward effort The national conference can also be used to reward high achievement. Many organisations run annual incentive and recognition programmes for sales employees at different levelsthe highlight being an individual presentation to the winner by a senior director, an event that confers real status on the winner. Using the national conference as the occasion for the award ceremony can raise the incentive programmes profile among the whole salesforce, and encourage high levels of participation and effort.

Run a regional business meeting National and international conferences have a role to play, but they can be expensive and time consuming. Unless such an event is important to business development or building team spirit, it may be more satisfactory to consider a regional business meeting. With this type of event, busy sales representatives appreciate the fact that they need only commit part of a working day, and it cuts down on unnecessary travelling time. Given the current climate for reducing headcount and making the most of existing teams, this could be an important consideration. Regional business meetings are a valuable format for maintaining personal contact; they allow groupings of local outlets; and they enable an organisation to hold a concentrated meeting to bring local sales teams up to date with key events.

Set a meeting format Although regional meetings do not have the high profile of national conferences, they represent an opportunity to maintain regular contact at a high level. Such events should include presentations by

senior management from the head office team and should concentrate on national policy as well as matters of regional interest.

Many organisations adopt a half-day format for their regional business meetings. Delegates arrive at midday for an informal lunch before a series of afternoon briefings covering new products, corporate developments, management changes, promotional activities, pricing, marketing programmes, and objectives for the next quarter. The meetings give the head office team an opportunity to update local sales employees on current activities and maintain contact between the teams.

Hold local branch briefings Although regional business meetings provide a convenient alternative to national conferences for events that do not need a high profile environment, they still have drawbacks. If an organisation wants to brief a local sales team, or if the briefing is applicable only to one particular area, regional meetings may not be practical.

The solution is a presentation tailored to local needs, given at the local office. The location is convenient and the meeting does not take up much of the teams time. However, it should not be seen as just another business meeting. Wherever possible, the branch briefing should also be treated as a special event with a dedicated meeting room and professional presentation techniques. It should be formally structured and should resemble the main conference presentation in all but location.

Save time with networked conferencing A good addition to actual meetings of whatever kind is networked conferencing, which brings sales teams together quickly and easily, wherever they are located. It supports effective teamwork when sales representatives work in different locations or different countries, and it can help teams meet key objectives efficiently and productively. It can also reduce the costs associated with traditional types of meeting.

Videoconferencing remains the most popular type of networked conference, but webcasting over the Internet is beginning to emerge as a viable alternative.

With a networked conference, all you have to allow is the time for the meeting. Unnecessary travel time is eliminated, which allows busy sales representatives to concentrate on customers. Add up the salaries

of people travelling to meetings, the outlay on travel, food, and accommodation, and you can estimate the real cost of conventional meetings. If your organisation operates internationally, the potential cost savings are enormous.

Enhance communications The freedom and flexibility of networked conferencing means you can arrange more meetings, whenever you need to improve communications. Its a quick and easy way of briefing sales teams, reporting, training or coaching, reviewing progress, or dealing with specific customer issues. Senior executives can communicate easily with sales teams throughout an organisation by broadcasting annual reports, for example, or news about significant corporate changes.

Common Mistakes

Too many meetings Its a common complaint among salesforces that they have to attend too many meetings. Major events, such as a national conference, are beneficial when there is an important announcement, such as a new product launch or corporate reorganisation. However, too many meetings cover routine matters that could be handled through written or networked communications. Networked communications make it possible for sales representatives to participate in meetings without time-wasting travel. You should look carefully at your meeting programme to see where you can eliminate unnecessary meetings or arrange alternative virtual events.

Failure to back up presentations Many conference presentations are designed for visual impact rather than communication. As a result, sales teams may come away impressed but with little hard material to use. You can back up theatrical presentations with business presentations and documentation to guarantee longer-term benefits.

One-way communication A sales conference should involve more than one-way presentations. It should give the salesforce an opportunity to participate and contribute to corporate policy. Discussion groups, question-and-answer sessions, feedback forms, and forums encourage salesforce participation and bolster morale.

2010

1. How will you design a system to make your organization, A learning organization from ineffective communication to effective communication

2. How will you counsel your subordinates from apprehensive listening to constructive listening?

2. Write a short notes on a) Non verbal communications

Non verbal communication is one where words are not used. It could be in the form of: (i) (j) Touch: Touch can convey the feelings or augment the verbal communication. Proximics: Use of space to communicate. Space can be (i) (ii) Private Space: Like amount of office space allotted to a person communicates his hierarchical status Personal Space: Personal space can be further subdivided as: (ae) (af) (ag) (ah) Public Space: Space beyond 4 m of a person. This is the space allowed to Strangers, unconcerned General Public, etc. Private Space: Space from 1.5 m to 4 m. This is space for Casual Acquaintances, Visitors, etc Person Space: Space from 0.5m to 1.5 m. Friends and family members are allowed in this space. Intimate Space: Less than 0.5 m is a persons intimate space. Spouse, children, siblings and very close friends are allowed here.

All these spaces are measured in front of person, not on the sides. Depending upon what distance another person keeps from you, you can gauge his feelings towards you. But even these distances have no universality. While Americans more or less follow this code, Arabs and Latins have much compressed scale. They prefer closeness and touch during communication. (k) (l) Time: What time of the day and how much time are you allowed can convey a lot of things. Even the relative time of reaching at a venue can be significant indicator. Body Language: Face expressions and body postures communicate a lot of inner feeling of a person. Like an attentive and interested person would be sitting upright and

bending forward. Face would be animated. Similarly, head position/movement, shoulder positions, eye movements, limb movement etc convey a lot of messages. (i) Eyes: Eyes are another powerful medium of communication. Inner feelings are often involuntarily reflected in the eyes of person. Fixed gaze, Repeated glances or lit up eyes convey deep interest. Wondering or half shut eyes convey disinterest. Gestures: Gestures are short movement or positioning of body parts. They are either used in conjunction with oral messages to supplement them or in stand alone mode where oral messages are hard to transmit due to noise or distance or other reasons. Movement: Movement of a person or body parts communicates to the observer his mental status. Shaking of legs indicates uneasy eagerness. Head movement can indicate approval or disapproval. Again, the movement can be used in stand alone mode or to supplement the oral message. Posture: Posture is body positioning which also communicates acceptance, interest, etc. An upright or forward inclined sitting posture indicates interest in the matter. A tilted head denotes concentration in the subject.

(ii)

(iii)

(iv)

(m) (n)

Para Language: Para language involves use of non verbal sounds, like sighing, thumping of desk, voice modulation, etc. Intonation: The meaning or impact of words can be altered significantly by changing the intonation of one's voice. Think of how many ways you can say "no". You can doubt, terror, amazement, anger, among other emotions. Appearance: Builds an image of the sender that affect the receivers attitude and perception towards the verbal messages even before they read or hear them. Physical appearance conveys impressions regarding occupation, age, nationality, social and economic status, job status, etc. Similarly appearance of written messages may impress the receiver as important, routine or junk mail. Appearance of the surroundings has an effect on persons involved in the communication process. Objects: Similarly, we use "things" to communicate. Decorations at home or ornaments worn on body are ways to communicate through things.

(o)

(p)

Skilful communicators understand the importance of nonverbal communication. While on one hand they use it to increase their effectiveness, on the other hand they use it to understand real intent of other person. But a word of warning. Beware in cross cultural settings because Nonverbal cues can differ dramatically from culture to culture. An Americans hand gesture meaning "OK" would be viewed as obscene in some South American countries. b) Importance of Silence Silence
absence of any sound or noise; stillness the state or fact of being silent; muteness

Silence can serve many functions in a conversation and how you manage it determines your level of sophistication in communication

1.Allowing silence in a conversation puts pressure on the other person Why? Because it's conventional in US society not to allow any sort of extended silence in a conversation. It is common in some cultures to do this, but not in the US, and this use of silence is one of the things that can cause multicultural strain. For instance, in some cultures, if you are a young person and want to talk with a person to talk with a person of authority, you are expected to approach them and wait to be recognized. You aren't supposed to speak until you are acknowledged. This sort of silence is a sign of respect. It's akin to, "Children should be seen and not heard," if you remember that phrase from long ago. However, in conversation between two peers and equals, it's expected both parties will contribute to the conversation, and there will no glaring silences. If there are any, it causes discomfort -- in some cases, even physiological pain. This is one tool that some therapists use. Allowing silence to exist between the therapist and the client, put pressures on the client to say something. This is also a tool investigators use. When you're subjected to this sort of silence, it feels like pressure, and you're likely to blurt something out! And it can often be the one thing you don't want to say. Therefore some people in power use this ploy, such as an interviewer. An experienced interviewer may let a silence hang, just to see how the person being interviewed conducts him or herself.

2.Silence can indicate hostility or disagreement. While it's almost never an indication of indifference, silence can indicate that the other person is having negative emotions. When we experience anger, fear, or embarrassment, our thinking brain shuts down. We sit there fuming, unable to speak. Enraged and unable to find words. Afraid and scared speechless. Some people are completely "flooded" by such emotions. Think of a teenager, for instance. They are prone to withdraw into sullen silence rather than using constructive discontent techniques, talking it out, and keeping the connection going. 3. Silence can indicate profoundness, such as respect, awe or horror. Sometimes when we're listening to someone else, we hear something that leaves us speechless because it really goes beyond words. Listening to someone talk about a dreadful trauma they've endured, or a beautiful, almost-sacred interaction with another human being, or a description of an awesome natural event such as a sunset or a volcano eruption are examples. Somehow when we listen to such things, the ordinary "Oh" and "Wow" and "That's awesome" don't seem enough, and so we fall silent.

4. Silence can indicate contemplation. The more introverted your communication partner, the more likely they will think before they speak. Extraverts discover what they're thinking and how they feel by talking. Introverts figure it all out inside their own head and heart before giving voice to it. 5. Silence can be intentional rudeness. Because of the nature of normal conversation in the US, allowing an extended silence can be perceived as rudeness, and even meant that way. Refusing to reply to the other person is a way of ignoring them. 6. Silence can create a listening space. When you are profoundly listening to someone, you create an open space for them to talk that's almost palpable. Good listeners know how to do this, and it can be learned. It's an openness that you transmit through nonverbal means. Study emotional intelligence and nonverbal communication, and you'll pick up on these cues better. For instance, if you really are giving your undivided attention to someone else, your pupils will widen. This is a sign that you're willing to "let it all come in," in the same way that opened pupils allow more light to come in. Our pupils expand when we see something we like, and contract when we want to shut something out thus the "slanted pig eyes" of someone who's furious. If you're not mindful of this, it's completely automatic (unconscious) and so reveals a lot to the other person who is savvy about it. However, with practice you can bring it more under mindful control. You can learn to give this sort of eye contact to someone intentionally. It's part of knowing EQ and being mindful. And what a gift! It says, "Open up. I'm here. I'm listening. I want to hear what you have to say, and to understand." 7. Silence can indicate empathy. Silence can be an indication of empathy. When we are really tuning in to how the other person is feeling about what they're saying, we're listening more to the tone of their voice, cadence and speed rather than the actual words, and so replying with words may not be the attuned response. We indicate this to the other by being slow to respond and not jumping in to words. Sometimes sounds are more attuned... a murmur, a sigh, sucking in the breath in shock, soothing, cooing sounds, clucking, or shaking the head and going uh, uh, uh. Similarly, we use the sound "hmmm" when we are deep in thought contemplating what the other has said. Excellent communicators: Can allow silence when it's effective or called for Avoid being pressured into "spilling" when silence is used manipulatively Offer silence as a gift or sign of respect

Interpret the silence of others appropriately Understand the way other people and other cultures use silence Mindfully regulate the use of silence in a conversation Are comfortable with silence and understand its many uses.

2009

1. What are the various steps in communication cycle? Explain the silent features of each of them.
The Communication Process Although all of us have been communicating with others since our infancy, the process of transmitting information from an individual (or group) to another is a very complex process with many sources of potential error. To communicate well, we need to know ourselves and our frames of references and to be able to assess other people.

CONTEXT
Stimuli

SENDER

ENCODING

MESSAGE

DECODING

RECEIVER

(Experiences, attitudes, skills) Perception Idea encoding Symbol decisions Sending mechanisms
NOISE

(Experiences, attitudes, skills)

MEDIUM
Verbal, Non-Verbal

Receptor Mechanism Perception Decoding Idea interpretation

FEEDBACK
Verbal, Non-Verbal

RESPONSE

The communication process involves: Two major parties in communication sender and receiver Two major communication tools message and medium Four major communication functions encoding, decoding, response and feedback. and Noise or barriers to communication that may interfere or distort the intended communication. Every message whether oral or written, begins with context a broad field that includes country, culture, organization, and external and internal stimuli. External stimulus prompts you to send a message whereas internal stimulus has a complex influence on how you translate ideas into a message. The encoding process refers to the forming of the messages to be sent and is influenced by the knowledge, beliefs, biases, and feelings of the sender. The message is the core idea you wish to communicate and it consist of both verbal (written or spoken) symbols and non-verbal (unspoken) symbols. Communication effectiveness also depends upon the message forms Words, Paralanguage, Non-verbal behaviour. Words are the phrases that we select to express the thought that we intend to communicate including vocabulary, language, phrases, sentence structure and sentence clarity. Words can insult, injure, or exalt. They can lead to costly errors, false hopes, or disillusionment. They can evoke pride, loyalty, action or silence and are critical to the influence process. (You are the master of the words you are yet to say, but you are the slave of the words you have already said.) Paralanguage is the characteristics of the voice, such as rate of speech, diction, tone, rhythm and volume. Voice is a highly versatile instrument. Through it one can convey enthusiasm, confidence, anxiety, urgency, serenity, and other states of mind and intent. The ability of the voice to affect how something is said is known as paralanguage. Non-verbal behaviour is anything that can be seen by the other person, such as gestures, facial expression, eye contact, body language, positioning. Non-verbal cues serve as windows to emotions, desires and attitudes. The medium depends upon the contextual factors and nature of the message discussed above. The choice of medium is influenced by the relationship between the sender and the receiver. Other factors that influence the choice of medium is importance, number of receivers, communication costs, and the amount of information. For internal communication, written media may be memos, reports, bulletins, job descriptions, posters, notes, employee manuals etc... Oral communication may take the form of staff meeting, face to face discussions, audio tapes, telephonic conversations or videotapes. External communication media may be letters, reports, proposals, telegrams, faxes, e-mail catalogues, new releases, live presentations etc. In obtaining the message, the receiver decodes the message through assimilation and interpretation. During this process, the receivers knowledge, beliefs, biases, and perceptions affect how well the message is understood and accepted. The receivers response is based on his perception of the symbols based on his knowledge, belief and biases. Feedback is the process by which the receiver communicates to the sender an understanding of the message which was sent. Feedback can occur through words, paralanguage and non-verbal communication. A question sent by the sender which is answered by a receivers blank stare is as an example of a non-verbal feedback loop. For a communication to be effective the senders encoding process must mesh with the receivers decoding process i.e. .effectiveness is a measure of reception coupled with understanding. Research has indicated that

7% of the senders meaning is from the receivers perception and interpretation. 38% is conveyed by the receivers perception of senders voice. 55% is conveyed by the receivers interpretation of senders non -verbal cues.

However, communication does not occur in a vacuum. There is always noise or barriers to communication. Noise is any activity, person or thing that disrupts or impedes communication process and it can occur if the sender and the receiver do not have a common frame of reference for communication.

ANSWER 2-

5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 6. Possible additional feedback to receiver
Organizational Communication can be defined as the process of the flow (transmission and reception) of goal-oriented messages between sources, in a pattern and through a medium or media. In almost any organization there can be found examples of inefficiency, waste, spoilage and misunderstanding, all of which can be traced to some form of communication. This has an adverse effect on the functioning and well being of an organization. The situation is all the more unfortunate because many managers quite frequently think they are properly communicating to their subordinates when in reality they re not.

3. Message travels over channel

4. Receiver decodes message

Communicating consists of far more than merely telling people things. Until the mangers learn, understand and become skilled in the basic process of transmitting and receiving information, they cannot possibly lead and motivate people in the manner required to get the work done efficiently. It is a means of bringing about the maximum production t the lowest cost by maintaining good relations in the organization, by encouraging suggestions and implementing them, whenever feasible. In fact, it is impossible to have human relations without communication, and vice versa.

Communication Process: According to Peter, Good communication is the foundation for Sound Management, It is through well laid system of communication that the management function, viz, organization, co -ordination, direction and control can be effectively carried out. The communication process basically contains the following steps:

Step 1: Conceiving the message In this stage the sender takes the decision to communicate a message i.e., he creates ides, information, certain guidelines which have to be conveyed to someone lese. Messages are the product of an internal reasoning or emotional process and some of an external stimulu s. As Davis has said: The motto should be: Dont start talking until you begin thinking. Step 2: Encoding the message The sender puts the ideas and thoughts into some form of a logical and coded message. The language of communication includes the following: The spoken and the written word The number, picture, drawing, symbol or diagram The non-verbal communication like expression, gesture, posture. An appropriate method of communication has to be selected by the sender of the message, which will reach the receiver who will give attention to it. Step 3: Selecting Communication Medium Once the appropriate language has been chosen, the sender needs to select the right medium through which the message will be transmitted. Some major factors influencing the choice of communication medium are: Potential effectiveness Need for fact Simultaneous reception of information by recipients Need for a record Confidentiality Need for instant feedback Complexity of message Time cost Need for speed

Step 4: Decoding the message Before a message can be absorbed or acted upon, it first needs to be understood. This requires that the receiver must be skillful in reading or listening, and must be able to reason. Many messages are ineffective because the sender fails to realize that the language he had chosen might be beyond the ability of his receiver to comprehend.

Some of the reasons for a failure to decode a message successfully are: The senders sentence structure and use of language is too difficult for the receiver to grasp The sender is a specialist and the receiver is a layman. Education, cultural pursuits and outlooks create a language block between sender and receiver.

Stage 5: Interpreting the message The receiver acts or reacts to the message he has interpreted. He needs to comprehend and interpret the message correctly at this stage. Stage 6: Providing feedback Feedback is the check on how successful one has been in transferring his messages as originally intended. Feedback provides a means of reassuring a sender that :

A message has been received It has been comprehended It has been correctly interpreted The receiver is ready for the next part.

Such feedback when positive, may be signaled by a nod, smile, a written acceptance of an invitation or a series of agreeing murmurs at the other end of a telephone line. Alternatively, it may be negative a stifled yawn, a restless fidgeting, an angry silence or vociferous clamor. Whether positive or negative, if correctly interpreted, feedback is always productive to the alert and sensitive sender. It is therefore important to be able to recognize the signals and read them correctly.

Objectives of Communication Management depends on communication to achieve organizational objectives. Since managers work through others, all their acts, policies, rules, orders and procedures must pass through some sort of communication channel. The objectives of communication can be explained WITH SPEED

Will foster an attitude, which is necessary for motivation, co-operation and job satisfaction. Improve labor-management relations by keeping both in contact with each other. The basic human such as the needs for recognition, self-important and a sense of belonging are satisfied. Halt the spread of misinformation, rumors and gossip and to release the emotional tensions of workers.

Serves auxiliary functions such as entertainment and the maintenance of social relations among human beings. Prepare workers for a change by giving them the necessary information in advance. Encourage ideas, suggestions from subordinates for an improvement in the product and work conditions, for a reduction in time or cost involved and for avoidance of waste of raw material. Ensure free exchange of information and ideas as well as assist all employees in understanding and accepting the authority and status of everyone in the organization. Develop information and understanding, which are necessary for group effort.

The following are approaches that are intended to help you to think more consciously about developing good techniques and avoiding pitfalls during the communication.

The Role of a Sender in Communication When composing the message, decide carefully what sort of action or responses you expect from the receiver. Choose a language or combination of languages spoken or written word picture or symbol, nonverbal expression - most suitable for your needs and the situation. When encoding the message, take time to structure your ideas logically. Give thought not only to the choice of language but also to the way you use kit. Select the most appropriate medium letter, telephone, meeting, Interview etc. Think carefully about which media (or combination of media) is most likely to help you achieve your aim. Ensure that your chosen language is fully comprehensible to the receiver. Put yourself in his or her position. Try to ascertain your receivers abilities k& limitations. Take care that your message is not capable of being misinterpreted. Avoid vagueness, ambiguity, sarcasm or pettiness Check that you receive the desired feedback (answers, confirmations indications of attitudes etc.)

The Role of a Receiver in Communication Give an incoming message all your attention. Avoid being distracted. Read, Look or Listen positively and with concentration. Check whether the senders chosen communication medium, is meeting your needs. Help the sender to put his message across effectively by letting him know tactfully, if the medium is inappropriate. Ensure that you comprehend the message fully. Take the trouble if part of the senders language is unfamiliar to check a reference, word or concept. Take care to comprehend the message correctly. Confirm the message, if difficult to comprehend by asking for explanation or repetition. Think carefully about what its implication might be before you act upon or divulge its contents. Learn to attend to How something is said as well as What is said.

Elements of Oral Communication Verbal Non-Verbal LANGUAGE KINESICS VOCABULARY GRAMMAR PROXEMICS SEMANTICS PARALANGUAGE

SOME RULES FOR COMMUNICATION 1. Fitness for Purpose a. Will it achieve its objective? b. What, why, when, where, how? c. Select the most effective way of achieving the objective. 2. ABC: Accuracy, Brevity, Clarity. Or to put it another way: 3. KISS: Keep It Short And Simple. The Ten Commandments: 120 words The Sermon on the Mount: 300 words USA Declaration of Independence: 485 words 4. The Three Stages: i. Tell them what you are going to tell them. ii. Tell them iii. Tell them what you have told them

2. Important element of effective oral communications

MEDIA OF COMMUNICATION

VERBAL

NON-VERBAL

ORAL

WRITTEN

SIGN LANGUAGE

BODY LANGUAGE

VISUAL SIGNS

AUDIO SIGNS

Communication guidelines are vital for horizontal integration of the communication process. These guidelines may incorporate work procedures, which have been agreed upon, design regulations regarding logotypes and colours. Most companies have house style books that comprise such regulations and express the core values of the corporate identity. It should be noted that corporate communication and management of stakeholders are affected by other functions as well. Therefore, horizontal arrangements are required to be in place for the coordination of work process between communication experts e.g. finance and human resource.

This might be in the form of a meeting between the senior managers of communications, human resource and finance. Work teams can be assigned to the management functions, which show more interdependencies and require horizontal arrangements
The 7Cs are as follows: 1. Conciseness: The message to be communicated should be as brief and concise as possible. Only simple and brief statements should be made.

2. Concreteness: Concrete and specified expressions should be used in favour of vague and abstract expressions. The facts should also be specified. The level of message of the sender should be according to the receivers level of knowledge, understanding and educational background. Such communication builds confidence between sender and receiver. Abstract statements can confuse the sender. For instance, if the sender instead of saying: There has been a tremendous escalation in the sales figure, states There has been an escalation in the sales figures by almost 50% as compared to last year, the receiver would listen and comprehend the details more easily. The message to be communicated should be as brief. Ornamental language definitely sounds impressive but does not lead people to concrete action. As far as possible, the language used should be simple and brief in nature. 3. Consistency: Communication approach must have consistency. Excessive vicissitudes might lead to confusion in the mind of the receiver. All the ideas and points must work in tandem and form an appropriate sequence. Such communication will minimise communication barriers. The sender should also make firm decisions. If the sender desires to bring about a change in his handling of the situation, he should ensure that the handling is gradual and easy for the receiver to comprehend. 4. Correctness: It is mandatory to send the message in a correct manner i.e. it must have supporting facts, figures, examples etc. This is done to ensure that if any idea has remained unclear to the receiver he may understand it more clearly, correctly and appropriately based on the supply of facts etc. The sender's ideas must be balanced. The most important aspects of the message should be emphasised for increased attention of the receiver.

5. Clarity: Clarity of thought should precede a conversation. The message constructed by the sender should be unambiguous should adhere to a simple sentence structure. This permits the receiver to understand the message with little effort.

Complete clarity of ideas facilitates ease of comprehension. Ideas should be conveyed in a manner that they are understood with simplicity. At the time of encoding, the sender should take into account the level of knowledge, background and status of the decoder and encode the message accordingly. In case there is any discrepancy between the usages of terms, miscommunication can arise. The facts communicated by the sender as a back up should be accurate. Although a situation may arise when the listener is forced to refer to the facts, such a situation should be avoided as far as possible. Finally, the usage of terms should be non discriminatory. 6. Credibility: The above-mentioned points prove futile in the absence of the credibility factor because credibility depends on the trust factor between the sender and receiver. The sender should exude confidence that the receiver will receive the message being sent by him. Similarly, the receiver should maintain constant interaction with the sender and display trust in the sender's credibility. He should accept the sender's messages as the truth.

7. Courtesy: Courtesy follows credibility. Results beyond expectation can be achieved if tact, diplomacy and appreciation of people are woven in the message. Courtesy in expression is an effective and integral part of business world. Once the credibility of the sender has been established, attempts should be made at being courteous in expression. In the business world, being courteous can pave the way to success. Further, expressions that might hurt or impair the receiver psychologically should be ignored. Therefore, it is important to espouse the 'you' attitude and discard the 'I' attitude. Development of the 'you' point of view will enable the individual to see other's point of view as well. One should employ the 'you' attitude only for the pleasant or positive 'you-issues' and it should not be used as a corrective measure. If utilised as a corrective measure, the results might not be very positive or encouraging.

3. 5 min welcome address for student who has joint the institute with example There are certain points in your speech that you absolutely want the audience to remember. Here is Jan D'Arcy to show you how to design your talk so that every audience member walks away with those three key ideas.

There is a danger in choosing the right objective but the wrong message. One client told me an experience he had. My client had wanted a company to contribute heavily to a charitable organization. This company had recently received very bad publicity in regard to over-pricing goods in some government contracts. My client's message was, "This is an opportune time for the company to fund this worthy, charitable program, to offset the company's recently acquired bad image." The reaction was terrible. The company spokesperson said they didn't have a bad image. The press had maligned them. The situation had been blown up beyond all proportions. The company was not about to fund anything to counteract something they felt didn't even exist. Although my client cited many other positives that were of profit value to them, they only heard the words, "bad image." He hadn't chosen the correct message. Defining and writing down your message will help you to determine what your main points will be. Your message will determine what to emphasize, what to leave out and what to develop in detail. It is similar to packing a suitcase and deciding what is essential to take on a trip. If you have been invited to attend a formal wedding in San Francisco, you would know that jeans would not be necessary. If you are going for a weekend in the Poconos, you will need your jeans and maybe tennis attire and a swimsuit. Imagine a target. In the center is a red bull's eye. It represents your main points, 20 percent of your speech, the 20 percent that will make 80 percent of the impact. It is essential that your audience get this material. They must accept it and remember it. Surrounding this is a blue circle that is 30 percent of your speech and contains the introduction and the conclusion. Continuing outward is a yellow circle of 30 percent, which contains supporting points.

Then the final circle of green, of 20 percent, which is frosting on the cake, with additional details, which are interesting but not essential. If you had to cut a few minutes off your speech, you could easily take off this final ring and not destroy the main message of your speech. The audience usually has forgotten 75 percent of any speech 24 hours later. It is necessary to repeat and reinforce the main ideas, that 20 percent of the center, in different ways to help your audience remember. Associating unfamiliar ideas with the familiar, using vivid imagery, contrast and comparison, visuals, hands-on experience and handouts and repetition will all help your listeners put the main points into long-term memory. Three main points seem to be the maximum for an audience to digest and retain. If you give five or six points, your audience will get lost and go into overload and shut down.

Example:-

Ladies and gentlemen, It is my great pleasure as Dean & Head of School to welcome you all to the UKZN GSB & L. A special welcome to all our international students. This year we have had a record number of applicantions for admission to our MBA programme. The competition for a place on the programme is on the increase and same is the case with other business schools in the country.

From small beginnings in 1978, GSB & L has grown to its present stature and will continue to grow as we continue to increase our competitiveness both locally and internationally. As one of the most reputable business school in South Africa, we attract students from diverse backgrounds and experiences. The faculty provides a unique experience of learning through lectures, case studies, workshops, and field trips where appropriate. Guard against storms of frustration, disappointment, and loneliness. The journey that you have embarked on is full of challenges, face it cheerfully, for many before you have successfully overcome them. At GSB & L, we respect the freedom of speech and thought, and the processes of analysis and criticism. Discussion, discourse and debate are central to learning in the school. We want you to thrive and succeed academically, socially and personally. Hence, be open to discussions and debates as new ideas are born, challenged and new knowledge is created. This notwithstanding, as ideas are born and challenged, some survive and grow; others die. Your classmates will be the biggest source of learning. Leverage their experience and knowledge, and create your own footsteps. I want to remind you that the MBA programme is challenging in a number of ways. However, you have made a wise choice. Be yourself. Believe that you are worth it. And indeed you are. You dont need someone else to. As managers and leaders, youve responsibilities to yourselves, to the school, UKZN community, and to our other respected stakeholders. We expect all of you to respect yourselves, to follow protocol in addressing administrative and academic matters, pursue excellence in your academic endeavors and to be accountable for your roles as students. In conclusion, let me take this opportunity to provide you information about GSB & L academic and support staff, as well as the schools vision, mission, core values and strategic goals. (See slides). Once again welcome and I wish you a blessed year ahead.

4. Factors for good written communication. What are the major differences between oral and written communication? 5. What are the essentials of effective correspondence? Explain in detail.

EFFECTIVE WRITTEN LANGUAGE is Precise and direct. Chosen with greater deliberation and thought.. More sophisticated, and developed. Less personal. Driven by logic, organization, and explicitness Achieved through sentence length, complex language style. Validated by authors credibility. Objective. Non-retractable (its forever and so are mistakes and flaws). Planned and deliberate.

ORAL LANGUAGE is A dynamic transfer of information. Everyday spoken language, including some cultural expressions, such as go crazy. Able to engage the audience psychologically and to use complex forms of non-verbal communication. Retractable (one can apologize for a mistake or offer clarification) Highly subjective Spontaneous Dependent upon orientation signals (for example, Well, in the first place), and projection terms (for example, It seems to me) to soften the tone Conversational and indirect

A number of factors have to be kept in mind to communicate effectively through writing. The message we want to convey has less chances of being misunderstood if we have some background information about the intended reader, and his previous knowledge of whatever is related to our message. Some of the factors which play an important part in our selection of what to convey, how to convey and how much to convey are as follows: The relationship between the writer and the reader whether it is at a formal or intimate level. The purpose of the activity - whether the message is conveyed for giving information, seeking permission, soliciting advice and so on. The previous knowledge of the reader whether the message is new to him, partly known or known from a different angle. The type of message - whether it is simple, complex, involves technical expressions or not.

Intended response - whether the writer wants to please the reader, persuade him, threaten him or enrage him.

The writer should keep all these factors in mind if he wants the reader to understand his message properly and react in the way he wants him to.
Business letter has a materialistic purpose but effective business letter can also strengthens the bonds between two organizations or the dealer and the customer. Business letters are used for many purposes such as to make inquiries, send replies, to place orders or bank correspondences etc. The main and the basic function of the business letter is not only to convey your message to the person who receives the letter but also to influence the reader. Following point can be used to make your business letter an effective business communication. Language of business letter: The language of business letter should be simple. It should not contain difficult words, phrases or technical jargons. It should have a smooth flow and should be easily understood or it should not require further explanation. Avoid use of long sentences having many clauses. Sometimes the reader loses the beginning by the time he comes to the end of the sentence. Avoid negative approach in the letter. Avoid use of dull and uninteresting language. A letter with permanent style or with same tone of expression at all occasions may become stereotyped in due course. Use variety or a welcoming change in language that befits the particular occasion or pleases a particular person. But the variety should not be at the cost of clarity. Sincerity of purpose: Sincerity of purpose is important not only for human relations but also for business dealings. The letter should have an air of frankness and authenticity. Give importance to the reader: Avoid self-centered focusing on your own concerns or your business and focus on the recipient's needs, interests, or purposes. This "you attitude" or recipient oriented style is very useful in winning new customers and maintaining old ones. It does not mean that you should use more of "you" in your letter but you should make recipient the main focus of the letter. However, you should be cautious not to overdo anything in your letter to avoid feel of deception, superficiality or ambiguity. Adjust oneself to the reader: Tune your sentences to the taste of the prospective buyer. Mention the advantage a buyer would get without praising your own firm. There are seven essential elements to successful business communication:

Structure Clarity Consistency Medium Relevancy Primacy/Recency Psychological Rule of 72

Structure How you structure your communication is fundamental to how easily it is absorbed and understood by your audience. Every good communication should have these three structural elements:

an opening, An opening allows your communication's audience to quickly understand what the communication is about

a body, It is in the body of the message that you communicate all of your facts and figures relative to the action you want your communication's audience to take after attending to your message

a close. The Close is where you sum up your communication, remind your audience of your key points, and leave them with a clear understanding of what you want them to do next

This structural rule holds true no matter what your communication is -- a memo, a phone call, a voice mail message, a personal presentation, a speech, an email, a webpage, or a multi-media presentation 2. Clarity Be clear about the message you want to deliver, as giving a confused message to your audience only ends up with them being confused and your message being ignored. 3. Consistency Nothing more upsets a regular reader of, say, your newsletter than inconsistency of your message. 4. Medium

paper-based memo letter one-to-one face-to-face presentation seminar one-to-one phone presentation meeting one-to-many personal presentation plain text email one-to-many phone presentation text + graphics email voice email webpage webcast/webvideo radio broadcast television broadcast press release tv/film commercial cd-rom/dvd Choosing the right medium or media is obviously critical, as the fiscal costs of some in the above list are higher than others. Get the media mix wrong and you could end up spending a whole lot of time and money on a very visually attractive business communication that delivers next-to-zero ROI (return on investment). 5. Relevancy If your business communication needs to touch on several areas that might not be of interest to your entire audience, let them know of alternative resources that more fully address each of these additional areas. You can do this by, for example, providing them with an easily-remembered and written link to a webpage where a greater depth of information can be stored.

6. Primacy/Recency It is essential to know that, one week later, a business communication is remembered by one or both of two things:

the power and memorability of its opening the power and memorability of its close

7. The Psychological Rule of 72 (seven plus or minus two)

Psychologists have long known that the human brain has a finite capacity to hold information in short-term or 'working' memory. Equally, the brain is also structured to retain information in 'clusters' or groups of items. These clusters or groups average, across the whole of mankind, at seven items, plus or minus two. Which means that your audience is only able to hold on to between five and nine pieces of information at any one time. Similarly, your audience will group your business communication's message with between four and eight other messages in their long-term memory.

6. You are being CEO of company have acquired another company, write a acquisition letter to employee of acquired company.

Subject : - HGS is now techmahindra Dear Colleagues, Today is a momentous day for all of us! While HGS associates have been part of the Mahindra family since September 2012, I am delighted to announce that you now formally don the Mahindra name as well. It gives me immense pleasure to inform you that Hutchison Global Services will now be known as Tech Mahindra Business Services. Many of you have already been working with teams in Tech Mahindra, leveraging joint synergies since September. You are now part of the Mahindra brand, one that is synonymous with pride, power and passion. As you are aware, the Mahindra Group operates across multiple sectors and is united by a unifying purpose - to enable people and businesses to Rise. Tech Mahindra Ltd is part of this US $16.2 billion Mahindra Group. The group is one of the top business houses in India and is ranked in Business Today's Top 25 'Best Companies to Work For'. Tech Mahindra is amongst the top 5 Indian IT services companies and in June announced the formal merger of Mahindra Satyam with Tech Mahindra. The merged entity is a technology services powerhouse, with revenues of USD 2.7 billion, a team of 83,000 professionals servicing 560 customers across 49 countries.

A focus on partnering with our customers and being a part and heart of their business, is what has truly contributed to Tech Mahindras success. This focus on customers is also the reason that Tech Mahindra refers to its BPO as Business Services Group (BSG). The BSG Group has state-of-the-art delivery centers that support 33+ languages and handle 300 million+ transactions annually. It gives me great pride to see you among this dynamic group of 22,500+ professionals; supporting business and knowledge processes (including front and back office functions) across multiple verticals across the world. As our key associates, your expertise and energy will help us make the most of this opportunity to expand our horizons both in 3G/4G Telecom and the BPO World. In this endeavor, your leadership team will continue to guide you as always. You will work at the same location and we will ensure that the respective teams are supported in their efforts to continue to deliver at the highest levels of service quality. In turn, you will find us eager to explore your talents and capabilities and help you Rise. We look forward to your dedication, commitment and passion as we work together and take our brand to greater heights. Warm regards

Sujit Baksi Chief Executive Business Services Group Tech Mahindra

Example 2Dear colleagues, Subject We are now tech Mahindra I am happy to write to you today, to announce our new identity.

Our companys name is now Tech Mahindra Business Services Ltd. With this change, our connections with the Mahindra Group only grow stronger.

As you are aware, the Mahindra Group operates across multiple sectors and is united by a purpose - to enable people and businesses to Rise. The Mahindra Group is one of the top 10 business houses in India, ranked in Business Today's Top 25 'Best Companies to Work For'. Operating in the key industries that drive economic growth and enjoying a leadership position, Tech Mahindra Ltd is part of this US $16.2 billion Mahindra Group. A leading provider of solutions and services to the telecommunications industry, Tech Mahindra serves telecom service providers, equipment manufacturers, software vendors and system integrators worldwide. Tech Mahindra is amongst the top 5 Indian IT services companies. And today the merged entity is a technology services powerhouse, with revenues of USD 2.7 billion, a team of 83,000 professionals servicing 560 customers across 49 countries. A focus on partnering with our customers and being a part and heart of their business, is what has truly contributed to Tech Mahindras success. This focus on customers is also the reason that Tech Mahindra refers to its BPO as Business Services Group (BSG) which we are a part of. The BSG Group has state -ofthe-art delivery centers that support 33+ languages and handle 300 million+ transactions annually. So what does this mean for us?

Well it means a new brand identity. In fact, very soon, you will see this expressed in your ID card, our stationery, our transport, external branding, email and social media. You will also periodically receive updates from the Tech Mahindra world.

Apart from this, we will continue to operate in the same way. We will continue to serve our customers Three UK, Vodafone Australia and Three Ireland. Your expertise and energy will help us make the most of this opportunity to expand our horizons both in 3G/4G Telecom and the BPO World.

On 4th September 2013, we complete the first year of this promising new journey with Tech Mahindra. I look forward to continuing this journey knowing that I have your dedication, commitment and energy to take our brand to greater heights. Warm regards, Sanjay Luthra Director

7. Factors involved in powerful presentation

What is a effective presentation?

A effective presentation makes the best use of the relationship between the presenter and the audience. It takes full consideration of the audiences needs in order to capture their interest, develop their understanding, inspire their confidence and achieve the presenters objectives. Careful planning is essential.

Seven stages in planning a presentation

1. Preparation

Many factors affect the design of your presentation. A powerful presenter will acknowledge and address each of the following:

objectives; audience; venue; remit.

Objectives Why you are making your presentation? Bear in mind what you want to achieve and what you want your audience to take away with them. Once you have decided upon your objectives, you are in a much better position to make strategic decisions about the design and tone of your presentation. For example, a presentation to a seminar group might require a balanced argument, whereas a charity appeal might require a more creative approach. Ask yourself:

what do you want your audience to have understood? what action do you want your audience to take following your presentation? how can you best design your presentation to meet your objectives?

Audience Your audience will have a variety of different experiences, interests and levels of knowledge. A powerful presenter will need to acknowledge these and prepare for and respond to them accordingly. Ask yourself:

how much will your audience already know about your topic? how can you link new material to things they might already understand? will you need to win them over to a particular point of view?

You may not be able to answer these questions for each member of your audience but you should have enough information to ensure that you have targeted your material at the right level for their needs. This might involve avoiding technical jargon or explaining abstract concepts with clear practical examples. If you fail to consider your audiences needs, you will fail to appeal to their interest and imagination. Venue Where will you be making your presentation? What will the room be like? What atmosphere will the physical conditions create? A large lecture theatre might create a formal atmosphere. Similarly, a seminar room might create a less formal tone. Ask yourself:

what kind of atmosphere do you wish to create? how might the room arrangement affect your relationship with the audience? can you do anything to change the arrangement of the room to suit your objectives? what audio-visual aids can you use?

Remit You may well have been given a remit for your presentation; you will need to stick to this. For example, you may have been asked to present a paper at a conference in a certain style or meet certain assessment criteria on your course. Ask yourself:

how much time have you been allocated? are you required to stick to a common format or style? have any guidelines been set regarding the content of your presentation (i.e. a predetermined title, or a fixed number of overhead transparencies)?

2. Choosing your main points

Once you have thought about the design of your presentation, you can define your main points. Try presenting no more than three main points in a ten minute presentation. Always allow time for an adequate introduction and conclusion. It is difficult for an audience to follow a more complex argument without significant help from the presenter. A powerful presentation delivers information in a logical, structured manner, building on the previous point and avoiding large jumps in sequence. Ask yourself:

what are the main points you wish to make? are these points structured in a logical, coherent way? do these main points reflect your own objectives and take account of the needs of your audience?

3. Choosing your supporting information

The supporting information helps your audience understand, believe in and agree with your main points. This evidence might take the form of factual data, points of detail or an explanation of

process. It might be presented in imaginative ways using diagrams, pictures or video segments. Think about:

what will add clarity to your argument (explaining complex terms, reminding your audience of any supporting theories)? what will add authority to your argument (making connections with other people's work, quoting experts, offering evidence from your own research)? what will add colour to your argument (showing a video clip or a slide, using a practical example or a vibrant analogy)?

4. Establishing linking statements

The next stage is to develop the linear flow of your presentation. This can be achieved by using linking statements to show clearly how your main points fit together. Common linking statements include:

The next stage in our project was to ; Another important issue of consideration was ; By following this argument we can now see that .

Linking statements send signals to your audience, highlighting the next point in your argument, linking to earlier ideas or clarifying the stage you have reached in your argument overall. This may be of particular importance in a lengthy presentation where even the most effective presenter has to work hard to keep an audience involved.
5. Developing an opening

The introduction to your presentation is crucial. It is your first point of contact with your audience; you can either capture or lose your audiences interest in a matter of seconds. Use your introduction to lay a clear foundation for the presentation to follow. Try using the following structure:

introduce yourself; state what you will be talking about (a title or subject area); state how you will be talking about it (e.g. by comparing test results or reviewing the supporting literature); state what you intend to be the outcome of your presentation (an informed group, a lively discussion); state what you expect your audience to do (listen, take notes, read a handout, ask questions before/during/after).

Always give your audience a moment to absorb this information before moving into your first main point.

6. Developing a conclusion

Your conclusion is another important stage in your presentation. You can use it to remind your audience of your main points, draw these points to a stimulating conclusion and leave your audience with a lasting impression of the quality of your presentation. The following structure provides a powerful conclusion:

a review of your title or subject area In this presentation I wanted to explore the relationship between X and Y.; a summary of your main points We have discussed the following points; a summary of the process you have been through By looking at X we have found that Y ; a conclusion clearly drawn from your main points (this must be supported by the detail of your presentation) It is clear that there can be no substantive relationship between X and Y; a parting statement to stimulate your audiences thoughts (this might be a question or a bold comment).

7. Reviewing your presentation

Once you have written your presentation make sure that you review its content. Ask yourself:

does the presentation meet your objectives? is it logically structured? have you targeted the material at the right level for your audience? is the presentation too long or too short?

Where next?
The next study guide in this series, Delivering a effective presentation explores the process of speaking in public and discusses the need for lively interaction between the presenter and the audience.

Presentation Skill #2 Deliver your message effectively

So you now have a clear message and structure to your presentation and the next stage is to consider how you are getting it across effectively to your audience. The ability to express your ideas is as important as the ideas themselves and this is a fundamental requirement of effective presentation delivery. Although not everyone is naturally expressive, we all have the ability to develop our personal resources to help us enhance those expressive qualities required to help us become more effective presenters.

The way you speak and look has a huge impact on what you say and how you come across to your audience and there are some simple techniques you can adopt to help enhance your overall image. Try to incorporate the following when you next give a presentation:
Speak at a slower pace we tend to speed up when we are nervous so by consciously slowing down you will end up speaking at the right pace and controlling your nervous tension. Imagine you are telling a story by doing this, you will automatically increase the expression in your voice and sound more interesting to your audience. Make eye contact with your audience it may feel awkward at first but if you actually look directly at people you will feel as though you are having a conversation with them and this will feel less intimidating

Presentation Skill #3 Fully engage with your audience

To deliver an effective presentation, its also important that you fully engage with your audience so that you can see things from their point of view and speak in their language. Its therefore important that you have a full understanding of your audience. To help achieve this gather as much information as possible about your audience before you present. There are three main areas where you can gather information about your audience as follows:
Audience Make-Up this is who will actually attend. Ask yourself, from what departments/oganisations they will come from, what level of seniority they will be, what level of expertise will they have about my subject etc Audience Motivation this is the attitudes of the audience and how they may react to you. Ask yourself what is their interest in my topic, their attitude towards me, any misconceptions or preconceived ideas they may have etc Audience Environment these are the external factors that may influence you and your audience. Ask yourself how many will be in the audience, what will be the length of my presentation, what sort of room/venue will I present in etc

By considering these factors you will be able to plan your presentation to accommodate the attitudes and needs of your audience. This will make it easier for you to buy in their trust in you and make it easier for you to engage with them.

Presentation Skills The holistic approach

We have now looked at three areas where you can develop your effective presentation skills to enable you to be the effective presenter that you would like to be. By addressing all three areas you will equip yourself with the confidence needed to communicate effectively with any audience and in any presentation situation.

Invest in your own presentation skills

There are no hidden secrets to being more effective and successful when you present. You can develop these skills through training and practice. By enhancing the ways in which you present and communicate youll be able to develop a much stronger influence on your audience and thus encourage them to respond to you in the way you want!
8. Foreign company is interested in tie-up with your company. The senior team is visitng India and wants 30 minutes presentation from you on overall Business environment in India today. How would you go about it? (explain features of your step by step approach to presentation

Introduction about Indian Economy LPG 1991 & impacts Global Recession 2008-09 & its impact Country GDP and Growth Rate Sectoral shares (%) to GDP The economy has turned itself into a services-driven economy Services sector now accounts for almost 57 % of Indias GDP Agriculture 14.6%, & Industries 28.5%. Agriculture, Manufacturing, Service industries growth trends Although one notices signs of recovery, there are areas of concern as well. SWOT analysis of Indian Market The Developmental Trends in India: development or improvement in recent past Identified Major Constraints Infrastructure Procedural Delays Corruption

 Tax Rates & Tax Regulations Terrorism & Law & order Some Corporate Achievements in India The Tata Nano - cheapest production car The HCL the worlds laptop- the cheapest production laptop The Infosys IT training campus the largest in the world India as a Super Power India is one of only three countries that makes supercomputers (the US and Japan are the other two). India is one of six countries that launches satellites. The Bombay stock exchange lists more than 6,000 companies. Only the NYSE has more. Eight Indian companies are listed on the NYSE; three on the NASDAQ By volume of pills produced, the Indian pharmaceutical industry is the worlds second largest after China India has the second largest community of software developers, after the U.S India has the second largest network of paved highways, after the U.S India is the worlds largest producer of milk, and among the top five producers of sugar, cotton, tea, coffee, spices, rubber, silk, and fish. 100 of the Fortune 500 companies have R&D facilities in India. Some Encouraging Statistics India is the second fastest growing major economy with a 9.2% increase in GDP per year India is already the third largest economy in the world at PPP India has seen a huge amount of foreign direct investment in the country, totaling 67.72 billion dollars and is said to be one of the preferred options for FDI Indias poverty level is decreasing by 10% annually

 Indian companies have gone on a buying rampage, with Tata Steel acquiring Corus, Mittal buying Arcelor and Tata buying Jaguar and Land Rover from Ford. Every year Indias middle class is increased by 40,000,000 new members which shows that the wealth is truly entering society The Bombay Stock Exchanges value has been consistently rising, currently worth 1.61 trillion dollars, the largest in South East Asia. Unemployment has dropped by 2% annually, and illiteracy and mortality rates have also been falling, indicating that India is not only growing but developing too.
9. Explain any three technological development that have influenced Business Communications Electronic systems used for communication between individuals or groups. Communication technology facilitates communication between individuals or groups who are not physically present at the same location. Systems such as telephones, telex, fax, radio, television, and video are included, as well as more recent computer-based technologies, including electronic data interchange and e-mail.

There are also many common barriers to successful communication, two of which are message overload (when a person receives too many messages at the same time), and message complexity. Communication is a continuous process.

Why Communication Technology?

Information and communication technologies (ICT) is an umbrella term that covers all technical means for processing and communicating information. The term has gained popularity partially due to the convergence of information technology (IT) and telecom technology. ICT defines a broad range of technologies, including methods for communication (communication protocols, transmission techniques, communications equipment, media (communication)), as well as techniques for storing and processing information (computing, data storage, etc.)

Types of Communication Technology

Internet Mobile Computing Streaming Media Internet Commerce Personal Computers Local and Long Distance Telephony Distance Learning Wireless Telephony` Cable Television

Direct Broadcast Satellite Virtual Reality Home Video Digital Audio Digital Photography Broadband Networks Home Networks Satellites Pay Television Services Interactive Television Digital Television Radio Broadcasting Video Games

Internet
The Internet is a global system of interconnected computer networks that use the standardized Internet Protocol Suite (TCP/IP) to serve billions of users worldwide. It is a network of networks that consists of millions of private and public, academic, business, and government networks of local to global scope that are linked by copper wires, fiberoptic cables, wireless connections, and other technologies. The Internet carries a vast array of information resources and services, most notably the inter-linked hypertext documents of the World Wide Web (WWW) and the infrastructure to support electronic mail.

Email
Electronic mail, often abbreviated as e-mail or email, is a method of exchanging digital messages, designed primarily for human use. A process of sending text messages in electronic form. The messages can also include images and video clips.

Email is an increasingly popular means of communication. While most e-mail is sent by computer, fax communication is also a form of e-mail. Computer e-mail users can send a message to any number of recipients. Different systems offer various options for sending and receiving messages and for changing the text of messages. For example, a message can be "registered," so that the sender is notified when the recipient looks at the message. Many systems allow messages to be forwarded. Messages are usually stored in a simulated "mailbox" in the network server or host computer; some systems announce incoming mail if the recipient is currently "logged on," or using the system. An organization, such as a corporation, university, or professional association, can provide e-mail facilities to its members. There are also national and international subscriber networks.

E-Commerce
Electronic commerce, commonly known as (electronic marketing) e-commerce or eCommerce, consists of the buying and selling of products or services over electronic systems such as the Internet and other computer networks. The amount of trade conducted electronically has grown extraordinarily with widespread Internet usage. The use of commerce is conducted in this way,

spurring and drawing on innovations in electronic funds transfer, supply chain management, Internet marketing, online transaction processing, electronic data interchange (EDI), inventory management systems, and automated data collection systems. Modern electronic commerce typically uses the World Wide Web at least at some point in the transaction's lifecycle, although it can encompass a wider range of technologies such as e-mail as well. A large percentage of electronic commerce is conducted entirely electronically for virtual items such as access to premium content on a website, but most electronic commerce involves the transportation of physical items in some way. Online retailers are sometimes known as e-tailers and online retail is sometimes known as e-tail. Almost all big retailers have electronic commerce presence on the World Wide Web. Social media participation is an essential tool in networking with professional contacts, making new contacts, recruiting employees, and keeping in touch with the world. If youre not participating in the top social media and networking sites, the world is leaving you behind. Why not become involved on the social media Web sites while your participation can advance your career help you obtain superior employees by enlarging your candidate pool, and enable you to easily stay in touch with coworkers and former coworkers at one location. Social media sites are a critical component of professional networking going forward

Video Conferencing
One result of using networking technologies in the workplace is that effective communication at workplace improves organizational performance. It creates a harmonious working environment, and ensures effective information exchange between different parts of the organization. A videoconference (ak.a. videoteleconference) is a set of interactive telecommunication technologies which allow two or more locations to interact via two-way video and audio transmissions simultaneously. It has also been called visual collaboration and is a type of groupware. It differs from videophone in that it is designed to serve a conference rather than individuals.

Mobile Computing
There were times where mobile phones were considered as a luxury. Today, mobile phones have become a part of life. A lot of mobile accessories along with mobile phones have created a revolution in business communication. Previously in businesses, simple telecommunication systems were sufficient as they relied more on voice and written text data. Modern day businesses require several types of communication like voice, text, data and video. Moreover, these telecommunication devices have to be converged at some point of time so that all types of data can be transferred using the same network. As more and more mobility communication is needed, mobile phones and hands free communication have gained popularity. It is sure that you need to make some changes with the infrastructure of your communication framework to incorporate mobile devices. However, if you consider the overall cost, you will find that mobile communication is cheap. You dont have to pay rent and you can reduce the cost of maintaining wired networks. Many companies need the employees to travel for a long time as a part of their work duties. This is essential for sales people who need to convince the clients in face-to-face meetings.

The need for internet is indispensable in every office and this is even more so when an employee is away from the premises or works from home. Mobile broadband Internet connectivity provides the essential connectivity that is required for any remote employee. Now, they can use their PDA or smart phone to connect to the office network even when he is physically away from the office. There has been a significant increase in mobile phone subscription in the past decade and mobile phones have outstripped fixed lines in most countries mostly because of wealth of features like text messaging, email, internet access, games, music playback, personal organizer, etc Wireless communication has diffused faster than any other communication technology in history. To begin with, the most pervasive technology in this field has been MobilePhone which brought a wave of variations in the mode of communication.
IMPACT OF TECHNOLOGY ON COMMUNICATION

Communication Technology in the form of Electronic Telecommunications and Computerisation has altered the nature of communication forever. Today communication has become cheaper, quicker, and more efficient. Globalisation: Telecommunication advancements (like Fax, email, telex, tele / video conferencing and telephone links) have created a global village: Technology has transcended physical limitation and geographic boundaries. Geo-political-economic borders are dissolving and helping the world get closer. The worlds economy has become a single interdependent system and resolve global issues

Cultures Bridges: Helping people from different cultures to communicate with one another, and Allow for the exchange of views and ideas, thus increasing awareness and reducing prejudice. Made it possible to bring down linguistic barriers and interact with whom we might not otherwise interact

Feedback exchange (Computerised telecommunications allow for a virtually simultaneous exchange of information and responses). Accuracy (Instant message reading and checking of electronic circuits operating between sending and receiving equipment during the transmission of high speed bits of the message in packet switching of computer data ensure the message is accurately received in remote locations). Versatility: Modern telecommunication, computers and the Internet allow for communication in many forms Voice, Images and Data (written, electronic etc). Email, Fax, Multimedia phones and Videoconferencing are examples Videoconferencing is an interactive tool that uses video, computing and communication technologies to allow people in different locations to meet face to face and perform most of the same meeting activities they would perform if all the participants were in the same room. Speed of Communication: Technology has made it possible for communication in seconds whereby

which people across the world can share conversations, televised pictures and images, information and data with ease. Crisis/disasters can be averted or relief provided Saving time and providing efficient services, allowing businesses to be open 24x7 all over the globe. Sales and purchase can be made instantly and easily without much exercise. Instantness of technology also causes anxiety and restlessness in case of absence/failure of technology Cause upsets if messages are composed in anger and then unretreivable after being sent

Location independence: Due to the telecommunication, network technologies (like the Internet, LANs/WANs) along with computers and high-speed data links employees and managers have access to worldwide information from the office desk. Sometimes they need not be at central office but link-up to the office form other locations or from the comfort of home (Tele-commuting) The nature of jobs, working locations, office relationships, work and cultures are likely to change. The amount of face to face oral communication, across the office desk or around tables will also decrease and lack of understanding of a common environment could be a communication challenge. Information Access: Instant access to databanks of information and the capability for their computerised processing enables and forces faster decision making and efficient/productive work However, given the large volume of transmitted data and information employees, managers etc wouldnt have much time to properly understand, absorb it and provide feedback create communication problems.

Cost - Even thought communication technology requires large investment, however due to rapid development of markets and falling prices it is largely cost-effectiveness for businesses thus increasing productivity and profits

However initial access to latest technology is limited to the educated and rich, thus creating a divide between have and have-nots and unfair advantages and domination by richer nations.

Job Creation and Unemployment: Communication technology results in the creation of new and interesting jobs like highly skilled electronic, computer and telecomm engineers but also resulted in streamlined businesses, job redundancies and unemployment

Some of the disadvantages of information technology include:

Constant change: 'State-of-the-moment' technology keeps on changing with each day puts pressure on one to be in a constant learning mode, if he or she wishes for their job to be secure Impersonal: Communication via technology is shallow, impersonal, and hostile and thus does not allow for more meaningful relationships to develop. There is an increasing demand for jobs that involve human-to-human interaction or service.

Dependence: Over dependence on technology for ease of communication can lead to anxiety in case of failure and lack of basic communication skills.

Privacy - People are now worried about their once private information becoming public knowledge due to cell phone signal interceptions to email hacking,

Summary: Today personal PCs, cell phones, fax machines, pagers, email and internet touch every aspect of our daily lives from business to leisure and even society. We are connected but have lost the art of communication.

Technology must not make us slaves to communication but we must be masters of communication and technology the willing slave.

10. Advantages and disadvantages of technology in Business Communication Saying that IT has affected communication is an understatement. In reality, IT has metamorphosed the communication. It is completely revolutionised the way of communication. It is possible today to communicate a lot faster, more accurately, more clearly and in much greater detail and finally at much lower cost. It has spanned hitherto unthinkable distances and times. IT has affected the organisational communication on every conceivable front: -

(h)

It has speeded up the communication: Proliferation of telephones, Mobile Phones, Television, internet, fax, SMS, MMS, etc have speeded up the communication and information exchanges. For business, speedy communication translates as better inventory management (lesser inventory sourced from cheapest vendor) and faster turnover of capital.

(i)

Eliminated Physical Presence: Technologies such as video conferencing, simple procedures for authentication over communication media, etc have reduced the necessity of physical presence and made transactions faster and easier. e-commerce fuelled by IT has eliminated need to hire costly spaces in upmarket segments and high inventory.

(j)

Simplified Communication: Whether oral or written, communication has got simplified. Proliferation of communication media, like Mobile phones, SMS, MMS, FAX, Internet mails, etc have made the communication lot more simple and easy. Snail mail and telegrams are being used lesser and lesser with passing time,

(k)

Improved Accurate: Ease of use of pictures, graphs, photographs, tables, typed messages in communication afforded by use of IT tools, have helped to communicate the messages more clearly and accurately with lesser distortions.

(l)

Acts as an Interface: Due to instant communication possible now, it acts as an interface between policies, processes and operations.

(m)

It has broken lot of hierarchical barriers.

(n)

Reduced Cost: Cost of communication is falling to unbelievably low levels. Over the past 15 years, cost of STD call has fallen from Rs 30 per minute to Rs 2.50 and even lesser without adjusting for inflation. Use of internet has further reduced the cost. Data transmission cost have fallen even lower.

Disadvantages Three disadvantages of speed communication induced by IT are: -

(f)

Personal touch has been lost.

(g)

Privacy is getting compromised.

(h)

Speed communication has introduced cut and dried form of communication. Thus, the art of writing a well researched persuasive communication is on the wane.

11. Write in detail External and Internal communication in the organization

Communications in an organisation (Channels of communication) can be broadly classified into two broad categories: -

1) External Communication 2) Internal Communication

External communication is the one which either originates from out side the organisation and is received in the organisation or the one that goes out from the organisation. Thus, External communication can be further classified into: -

a) Outbound Letters, Mails, Court Appeals, etc, originating in organisation and addressed to people/ authorities out side the organisation.

b) Inbound Letters, mails, Faxes, etc received by the organisation from outside including legal and govt notices etc.

Internal communication is the one which originates and terminates within the organisation. Eg. Staff Minute Sheets, Office Memo, Departmental Notes, etc. It even includes informal messages exchanged between members of organisation over a cup to tea or lunch room gossip. Thus, internal communication can be divided as: -

a) Formal Office Memo, Deptt Notes, Staff Minute Sheets, etc. exchanged among the people of the organisation.

b) Informal/personal It has no set channels. It could be over a cup of tea or while waiting for a meeting to commence. It is also called grapewine/gossip channel.

Formal communication can be further divided as

a)Upwards Originates at lower level and is addressed to the people higher in hierarchy. These could be reports, requests, opinions, complaints, etc.

b)Downwards is one which originates at higher management level and is communicated to lower echelon as information or action agenda. It often consists of information which is necessary for any staff to carry-out their work, such as policies and procedures, orders and directions.

c)Lateral Lateral messages are the direct exchange of information among people of different departments at one level up or down than the originator. Addressed to the peer group like an engineer in production department addressing to another in maintenance department.

GM General Manager
GM

M- Manager
M M

E Engineer

MAINTENANCE

S Supervisor W Worker Lateral communication is the communication which takes between people of same status within the department or inter department. It also includes communication with people one step above or below in hierarchy.

PRODUCTION

Informal Channels spring up by virtue of common interests among people in the organisation these interests may be caused by work, social or outside relationships. The grapevine/gossip is very powerful channel. It is often far more powerful than the other two. Its messages may frequently be distorted, but they often carry more credibility than those coming from the formal channels. Informal channels become the only means of communication when the formal channels break-down or get blocked. This channel is the fastest medium of spreading the message though with distortion. While most of the senior management discourages it, many indulge in it themselves to feel the pulse of lower management. Departmental parties, get-

togethers, picnics and other social events are few of the ways to open informal channel of communication between senior and junior management. For an organisation to function effectively, it is necessary that the formal channels of communication function smoothly at all times. Upward channel is most susceptible to blockage and creates a barrier between higher and lower management and informal channel becomes over active. When this happens, it is an indicator that the organisations policies, procedures and employee relations need to be reviewed.

12. Evolution of corporate communication in India 2008 Write a sentence on below 1.between and among
In general, between applies to reciprocal arrangements (one member to another member), and among applies to collective arrangements (with all members involved) Cricket match between two teams Best player among all participants 2.Allot and allocate

"Allocate" means to set aside for a specific purpose, to fix the place of, to locate. "Allot" means to divide or distribute by share, to appropriate for a specific purpose, to set apart or dedicate. The Parks Council has allocated 10 hectares of XXX Park for community gardens. The garden was divided into 10 plots which were each allotted to a specific local charity 3. perpetuate and percolate
Perpetuate make something continue indefinitely a momentum is to perpetuate the memory of those killed in the war Percolate - spread gradually through an area or group of people -the water percolating through the soil may leach out minerals 4.Angry and Perturbed

Angry feeling or showing anger, displeasure, annoyance- my wife is angry with me since i was lateto reach home last night Perturb unhappy and disturbed state of mind- Geeta was perturbed due to her past relation with her ex boyfriend 5.instigate and perpetuate Instigate to initiate or bring about- instigating

legal proceedings

Perpetuate make something continue indefinitely a momentum is to perpetuate the memory of those killed in the war 5.exemplary and excellent Exemplary serving as a desirable model -

Exemplary people excel at what they do and are excellent

examples to others Excellent the state or quality of excelling he is an excellent driver 6.preemt and prevent Preempt take action in order to prevent - a political issue preempted by the opposition party Prevent make unable to do something - There is nothing to prevent us from going

7.Continual means "frequently repeated" (that is, going on with occasional interruptions). Continuous means "unceasing" (going on without interruption).
The continual street repair disrupted traffic for nearly two years The continuous consuming alcohol gave him a liver infection

2 email to late comers in your office with few measures to change this habit of employees To- all employees Subject office timing and late comers Dear All,

It has come to the notice of the management that employees are coming late regularly . Employees should reach the office at the prescribed time of 9:00am, failing which he/she shall be considered late. All the employees are hereby informed to follow the office timings. Employee reporting after 9:00am will be marked as a late. Four late marks in any month would be considered as one day leave or absent and same can be sent to payroll process.

Regards, Hema

3.condolence message on CFos death in company

Dear Colleagues,

It is with deep regret that I inform you of the sad demise of our colleague Sylvester Arland , CFO, who passed away on 9th January, 2013.

We wish to extend our heartfelt condolences on the bereavement caused by the untimely death of our colleague. Please join us in praying for him soul to rest in peace and our thoughts are with his family as we pray that they find the strength to bear the loss.

With deepest sympathy, Anil Kumar, Director - HR

3. Complaint email to vendor for sub standard part provided and because of which production is hampered in bad way To: neil@raw.com Subject: Complaint regarding the last consignment Dear Mr. Bloom, This is in regards to the consignment sent by your company to us on 12th of March 2012. I would like to make a complaint against the consignment as there were few damaged items. You have been supplying raw materials to our organization to manufacture cotton garments since last two years and our business association has been impressive throughout the whole tenure. But, this time we found fifty percent of the material sent by you to be damaged. This was not expected from your end. I would request you to look into this matter and exchange the damaged material with new material. In case you are unable to do so please give us the compensation for the damaged goods. In case such incident is repeated in the future we may have to look for a new supplier

Read more at http://www.sampleemails.org/complaint-email-to-supplier.html#GbSp1ZiJuhLTt10L.99

Or

To: R.fisher@gmail.com Dear Mr. Fisher, It might have happen to us several times, when we go out for buying some stuff and faced an awful experience which doesnt seem to be agreeing with us. Writing you this email is suggesting a bad experience which is very rare thing to happen with your product brand. I am a regular customer of your ABC product and havent come across any problem till date, but this time it was different situation. I had bought ABC product of yours from my nearby supermarket checking all necessary details provided on the item. I am sorry to inform you that the product is not up to the mark despite its packaging and expiry dates are intact. It is not at all consumable & as of now my money spent on this product is total waste. I am requesting you to either replace the product or refund the cost within 15 days. Your products are best in their quality and according to market standards and buying those never had any bad experience. I am expecting a favorable reply from your end on this matter.