National Institute of Business Management

Subject : Business English

1. Explain the guidelines to overcome barriers to communication.

There are a lot of communication barriers faced these days by all. The
message intended by the sender is not understood by the receiver in the
same terms and sense and thus communication breakdown occurs. It is
essential to deal and cope up with these communication barriers so as to
ensure smooth and effective communication.
These are the following guidelines to overcome the barriers of
communication:

1. Eliminating differences in perception: The organization should ensure

that it is recruiting right individuals on the job. Its the responsibility of the
interviewer to ensure that the interviewee has command over the written and
spoken language. There should be proper Induction program so that the
policies of the company are clear to all the employees. There should be
proper trainings conducted for required employees (for eg: Voice and Accent
training).
2. Use of Simple Language: Use of simple and clear words should be
emphasized. Use of ambiguous words and jargons should be avoided.
3. Reduction and elimination of noise levels: Noise is the main
communication barrier which must be overcome on priority basis. It is
essential to identify the source of noise and then eliminate that source.
4. Active Listening: Listen attentively and carefully. There is a difference
between listening and hearing. Active listening means hearing with proper
understanding of the message that is heard. By asking questions the speaker
can ensure whether his/her message is understood or not by the receiver in
the same terms as intended by the speaker.
5. Emotional State: During communication one should make effective use of
body language. He/she should not show their emotions while communication
as the receiver might misinterpret the message being delivered. For example,
if the conveyer of the message is in a bad mood then the receiver might think
that the information being delivered is not good.
6. Simple Organizational Structure: The organizational structure should not
be complex. The number of hierarchical levels should be optimum. There
should be a ideal span of control within the organization. Simpler the
organizational structure, more effective will be the communication.
7. Avoid Information Overload: The managers should know how to prioritize
their work. They should not overload themselves with the work. They should
spend quality time with their subordinates and should listen to their problems
and feedbacks actively.
8. Give Constructive Feedback: Avoid giving negative feedback. The
contents of the feedback might be negative, but it should be delivered
constructively. Constructive feedback will lead to effective communication
between the superior and subordinate.
9. Proper Media Selection: The managers should properly select the
medium of communication. Simple messages should be conveyed orally, like:
face to face interaction or meetings. Use of written means of communication
should be encouraged for delivering complex messages. For significant
messages reminders can be given by using written means of communication
such as : Memos, Notices etc.
10. Flexibility in meeting the targets: For effective communication in an
organization the managers should ensure that the individuals are meeting
their targets timely without skipping the formal channels of communication.
There should not be much pressure on employees to meet their targets.

Q2. Describe the pressure of writing performance reviews?

THE PRESSURE OF WRITING PERFORMANCE REVIEWS:

Whether youre writing your first performance review or youre one-hundredth,
its never easy to tell someone that he or she is not doing good job. We tend
to put ourselves in our employees shoes and experience his or her probable
discomfort. In the business world, however, its critical to tell the truth. If one of
your employees doesnt work up to your standards, you must communicate
Your observations to him or her clearly, directly, and promptly, if the problem
is serious, dont wait until the next review period. Document your observations
for the employees personnel file and issue warnings when necessary. Your
employee must understand the exact nature of the problem and how you think
it can be corrected.
The most powerful, effective means of getting your point across in a review is
to use the active rather than the passive voice. Because managers are often
reluctant to take responsibility for the criticism they dole out, they frequently
fall into the passive voice trap. The passive voice allows managers to avoid
taking or placing the blame, and results in weak and vague writing, as in this
example.
It is felt by our department that Jane is not working up to her potential in many
areas.

ADD PRECISION TO POLICWS AND PROCEDURES:

People lump together the terms policies and procedures. In fact, they are two
distinctly different concepts. A policy slates exactly where the company
stands on a particular stands on a particular issue, for example: The payroll
department will not issue checks until it receives a timecard signed by both
the employee and supervisor. A procedure details the preferred process; in
this case, it would tell the employee and supervisor, in detail, how to fill in that
timecard. For example: Fill in the timecard when you arrive, stating: arrival
time, location, and work station.

How smoothly a company runs can be direct result of how clearly and
concisely the policies and procedures are written. This is never more clear
that when your inherit a job from a previous or another employee, and you
have to make sense out of it.

We once had a call from a woman who had just received the task of rewriting
a five-volume set of policies and procedures. It was so filled with formal
language and legalese that she could barely understand it. We suggested
that rather than attempt to unravel the mess and adapt to a style and
language that she clearly did not understand or respect, she should stall
anew. We advised her to develop (or create) a format in keeping with her own
style and sense of organization.

CORRECTIVE ACTION POLICE

When an employees conduct or performance is less than satisfactory,

disciplinary action may be necessary. This procedure outlines progressive
disciplinary action, from verbal warning to termination. These disciplinary
steps may not always be followed is sequence. The actions taken will depend
upon the seriousness of offence or performance deficiency.
PROCEDURE:

A. Verbal Warnings:
1. The manager must determine if the employee has a clear understanding of
the requirements of the job or the rules of conduct before taking serous
action. If the employee is counseled or reinstructed ii will not be reflected in
his or her record.
2. Employees should refer to the section of the policy manual in standards of
Conduct
3. If counseling fails the manager will give a formal warning.

B. Written Warning

1. When one or more verbal warnings have failed to correct the situation or
when the initial action of the employees has a serious consequence, the
manager will initiate a written warning. The director of Administration and the
Executive Director will approve this warning.
2. Written warnings will describe the nature of the offence or deficiency and
the action to be taken if the offence is repeated or if the deficiency continues.
3. The manager will discuss the written warning with the employee, have the
employee sign the warning to acknowledge it, and provide the employee with
a copy of the warning.
The manager will forward the original written warning to the Director of
Administration and put it in the employees personnel file.

C. Suspensions:

1. In cases of misconduct, insubordination, or other activity that the manager

feels warrants immediate action, the manager, after notifying the Executive
Director, will inform the employee that he or she is suspended without pay
pending investigation.
2. The manager must inform the Director of Administration and the Executive
Director immediately.
3. After a thorough investigation, the Executive Director will decide if further
action is necessary.

D. Termination for Cause:

1 Termination will take place only when the seriousness of a single offence or
earlier attempts at corrective disciplinary actions (verbal and written warnings)
indicates the employees is unfit to continue working.

2. Before notifying any employee of involuntary termination the supervisor

must l5mt review the circumstances leading to this action with the Director of
Administration and the Executive Director.

E. Removal of Disciplinary Documentation

Upon request of the manager. the documentation of disciplinary warnings will

be removed from the employees personnel file 12 months from the date of
the Last occurrence.
Because of the legal ramifications of policies and procedures, its critical you
write them as clearly and concisely as possible.

3. Describe in detail the classification of Communication.

Communication may be classified into several categories on the following

basis:

1. On the basis of Organizational structure or relationship:

(a) Formal communication.

2. On the basis of How or direction:

a) Downward communication.

b) Upward communication.

c) Horizontal or lateral or sideward communication.

d) Diagonal communication.

3. On the basis of methods or media used or expression:

(a) Written communication.

(b) Oral communication.

(c) Gestural or non-verbal communication.

A. On the Basis of Relationship or Organizational Structure:
1. Formal Communication:

Formal communication is that which takes place through the formal channels
of the organization structure deliberately and consciously established by the
management. It implies the flow of the information along the lines of authority
formally established in the enterprise.

B. On the Basis of Flow or Direction:

1. Downward Communication:

Communication between a superior and subordinate is known as vertical

communication. Vertical communication may be downward vertical
communication or upward vertical communication. Downward communication
means communication which flows from a superior to a subordinate.

2. Upward Communication:

Upward communication means the flow of information from the lower levels of
the organization to the higher levels of authority. It passes from subordinate to
superior as that from worker to foreman, from foreman to manager, from
manager to general manager and from general manager to the chief
executive or the board of directors. It includes opinions, ideas, suggestions,
complaints, grievances, appeals, reports, etc.

3. Horizontal, Lateral or Sideward Communication:

The transmission of information and understanding between people on the

same level of organization hierarchy is called the horizontal communication.
This type of communication is also known as lateral or sideward or crosswise
communication. Usually, it pertains to inter-departmental communication, i.e.
the communication between two departmental managers working at the same
level of organization or among subordinates working under one boss.
Horizontal communication speeds up information and promotes mutual
understanding.

4. Diagonal Communication:

The transfer of information between people who are neither in the same
department nor on the same level of organization hierarchy is called diagonal
communication. For example, when the Assistant Marketing Manager
communicates with the accounts clerk directly, it is the case of diagonal
communication.

C. On the Basis of Media or Expression:

The term communication media refers to the medium used in the

transmission of message and mutual understanding. Words, pictures and
actions are the media used for exchanging information and understanding
between different persons. The most important medium through which
communication takes place is the words. Pictures in the form of charts,
models or blue prints and gestures such as smile, silence, twinkling of eyes
etc., are used to make the communication effective.

The various media of communication have been studied as under:

1. Written communication

2. Oral communication

3. Gestural or Non-verbal communication.

1. Written Communication

Communication through words, may be in writing or oral. Written

communication implies transmission of message in black and white. It
includes diagrams, pictures, graphs, etc. Reports, policies, rules, procedures,
orders, instructions, agreements, etc. have to be transmitted in writing for
efficient running of the organization.

2. Oral Communication:

Oral or verbal communication implies the conveying of message through

spoken words. It is face to face communication between individuals and
includes communication through telephone, intercom and public speech, etc.
In every organization, a great deal of information is exchanged orally and it is
generally preferred to written communication.

3. Gestural or Non-Verbal Communication:

Communication does not mean merely written or oral messages. It includes

everything that may be used to convey meanings from one person to another,
e.g., movement of lips or the wink of an eye or the wave of hands may convey
more meaning than written or oral words. Expression through body parts is
known as gestural or non-verbal communication.

4. Explain the process of Communication.

Communication process consists of some interrelated steps or parts through

which messages are sent form sender to receiver. The process of
communication begins when the sender wants to transmit a fact, idea, opinion
or other information to the receiver and ends with receivers feedback to the
sender.
Effective communication is a major part in achieving your educational
goals. Effectively communicating with your teachers and peers is essential
when it comes to your learning. Many times your instructor is the sender.
Her job is to send you messages that include information about the skill
you need to learn.
The main components of communication process are sender, message,
channel, receiver and feedback. In the following, some definitions of the
communication process are quoted:

Robert Kreitner defined, Communication process is a chain made up of

identifiable links. The chain includes sender, encoding, message, receiver,
decoding, and feedback.

In the opinion of S. K. Kapur, The communication process is the method by

which the sender transfers information and understanding to the receiver.

Thus, it is clear that communication process is the set of some sequential

steps involved in transferring message as well as feedback. The process
requires a sender who transmits message through a channel to the receiver.
Then the receiver decodes the message and sends back some type of signal
or feedback.

Steps of communication process:

The communication process refers to the steps through which communication

takes place between the sender and the receiver. This process starts with
conceptualizing an idea or message by the sender and ends with the
feedback from the receiver. In details, communication process consists of the
following eight steps:

1 Developing idea by the sender: In the first step, the communicator

develops or conceptualizes an idea to be sent. It is also known as the
planning stage since in this stage the communicator plans the subject
matter of communication.
2. Encoding: Encoding means converting or translation the idea into a
perceivable form that can be communicated to others.
3. Developing the message: After encoding the sender gets a message
that can be transmitted to the receiver. The message can be oral, written,
symbolic or nonverbal. For example, when people talk, speech is the
message; when people write a letter, the words and sentences are the
message; when people cries, the crying is the message.
4. Selecting the medium: Medium is the channel or means of transmitting
the message to the receiver. Once the sender has encoded his into a
message, the next step is to select a suitable medium for transmitting it to
the receiver. The medium of communication can be speaking, writing,
signaling, gesturing etc.
5. Transmission of message: In this step, the sender actually transmits the
message through chosen medium. In the communication cycle, the tasks
of the sender end with the transmission of the message.
6. Receiving the message by receiver: This stage simply involves the
reception of senders message by the receiver. The message can be
received in the form of hearing, seeing, feeling and so on.
7. Decoding: Decoding is the receivers interpretation of the senders
message. Here the receiver converts the message into thoughts and tries
to analyze and understand it. Effective communication can occur only
when both the sender and the receiver assign the same or similar
meanings to the message
8. Feedback: The final step of communication process is feedback.
Feedback means receivers response to senders message. It increases
the effectiveness of communication. It ensures that the receiver has
correctly understood the message. Feedback is the essence of two-way
communication.