UNIT II OFFICE ENVIRONMENT

AND COMMUNICATION

Meaning:
The location layout of the office sapce is of high importance. The
location of the office decides the commute of a bussiness on daily
basis. Office productivity is influenced by anumber of factors, one of
which is office location.

Dafinition:
The location of an office plays a very important role in the
organisation activities. The employees, the type of business
conducted and the client profile must be taken into consideration
when making the decision to relocate the existing office or locate to
anew office.

IMPORTANCE OF OFFICE LOCATION:

The importance of office location is as follows:

1. Employee satisfactoin:
An efficient office location promotes employee satisfaction
through the ease at which they can perform duties. A location that
eliminates the need for redundant movements or unnecessary task
completion toward common goals helps employees to feel more
accomplished.

2.Employee productivity:
Productivity isbred through efficient work spaces . For example,
having an area dedicated to copying, printing and faxing-and stocked
with necessary supplies in a cental office helps to promote worker
productivity.
3.Expansion:
An efficient office location is more organised and facilitates
rearranging or expansion should the team make new hires .

4.Effective supervision:
An efficient office location also facilitates ease of supervision. A
manager or supervisor will have little difficulty focusing on his
work ,but will still be available for employees to ask for assistance.

Types of office locations

1.Urban location:
Urban location of office ars those which are situated in cities.They are
easily reachable for common man.The office providesfully furnished
and equippped office sapace, meeting rooms and virtual offices, along
with a range of professional bussine support sevices.

Advantage of urban location:

i. Easy contact with other offices:
It is easy to contact government and other office in the same area and
therein developing business is possible.

ii. Increased image:

The office can enhance its image because it is in central area.

iii. Easy access:

It will be more convenient for the customers approach office without
any difficulty.
iv. Transport facilities:
The office can avail of transport facilities very easily. Loading
unloading of luggage and despatch of goods to various places become
easy at a comparatively cheaper rate.

v.Banking post office and other facilities:

Normally, Bank, postal and telegraph department , Insurance
companies choose under area for providing letter services to
customers. Hence these facilities can be easily availed by office
located in urban areas.

vi.Recreational facilities:
These facilities are mostly available in under areas only.

vii.Other amenities:
Amenities like water supply, prompt communication, electricity,
power, skilled labourers are available more in urban area.

viii.Employees preference:
There is a general tendency among the staff to prefer to work in a
city.

Disadvantage of urban location :

i. Overcrowding and congestion :

Urdan centres are overcrowding and congested with all their bad
consequences.

ii. Difficulty to expand business :

Expansion facilities are limited on account of increased rent,
unavaliablity of building in the nearby office.
iii. Higher cost :
Not only square feet rate is high in cities, but also they have to pay
more rent and more taxes to corporations.
iv. Demand for more pay :
With higher cost of living,the staff may demand higher wages
resulting in increased expenditure to the office.
v. Polluted atmosphere :
Urban centres are always known for their pollution and unhygienic
environment which would affect the health of employees in the long -
run.
2) Sub - urdan or Rural location :
Sub - urdan orrural location of offices are those which are situated
outside the cities or in villages . They are not easily reachable by any
individual.

Advantage of sub-urban or rural location:

i. Payment of lower rent for the office occupied.
ii. Payment of lower HRA \CCA\DA to employees.
iii. Further expansion and modernisation of office possible.
iv. Less traffic and less overcrowding.
v. Proximity to transport routes.

Disadvantantages of sub-urban or rural location

i. Inadequate service facilities such as banks, post, telegraph offices,
railway stations, and markets.

ii. Inadequate airport\port\railways transport facilities.

iii. Lack of communication facilities.
Factors influencing office location
While selecting the site for office, following points should be taken
into consideration.
Factors Influencing office Location
1.Convenience to pubilc Transportation Facilities
2.Safety and climate Postal, Telegraphic and Banking Facilities
3.Availity of sufficient spaceNeed of the businees
4.Labour supply External Economics
5.Personal factor Strategic considerations
6.Government policy Availability of inputs

1.Convenience to public :
While deciding about the office location, it should be taken into
consideration that it should be near to those parties with whom the
businne concern has almost daily contacts.

2.Transportation Facilities :
Office should be located at a place where customers can easily
commuts. There should not be any transportation problem for the
customers.

3.Safety and climate :

Office should be located at a place which is quite safe, in other words,
there should not be any fear of theft,etc. Moreover, the climate of that
place must be healthy.

4.Postal, Telegraphic and Banking Facilities:

Office should be located in a place where postal,telegraphic and
banking facilities are available.

5.Availability of sufficient space:

The place selected for locating office should have sufficientb
accommodation not only for the present needs but also for future
expansion also.

6.Need of the business:

The place selected for locating office should be according to the need
of business. For example, the office of the retail trade be near the
godown.

7.Labour supply:
Every office requires an adequate supply of employees with
appropriate skills. It can be said that supply of manpower,
particularly in a location where there is large -scale unemployment, is
not as important as it used to be half a century ago.

8.External Economics:
Sometimes industrial units are located in those centres where other
industrial units are already located.

9.Personal Factor:
Personal preference and prejudice of an entrepeeneur may also play
an important role in the choice of location.

10.Strategic Considerations:
Stategic considerations like law and order; political and safety also
influence location.

11.Government Policy:
In planned economies, the role of government policy with respect to
location of office is crucial.
12.Availability of inputs:
The availability of the required quantity of inputs at a reasonable cost
is an important factor for determining the location of an office.

OFFICE BUILDING
Meaning:
An office building, also known as an office block or business
centre is a form of commercial building which contains spaces mainly
designed to be used for office.

Definition
The primary purpose of an office building is to provide a
workplace and working environment primarily for administrative and
managerial workers.

Characteristics\Qualities of office Building

An office building must have flexible and technologically-
advanced working environment that are safe, healthy, comfortable,
durable, aesthetically pleasing, and accessible.

Characteristics\Qualities of office
Building
1.Cooling of Building Ventilation
2. Access to pubilc Transit Access to Convenient Food and parking
3.Availability of Natural Light with High Ceilings Security
4.Sanitary Arrangement Free from Noise Dust
1.Cooling of Buildings:
Protection from heat gain may include landscaping and the useof
outdoor and semi-outdoor spaces, office building from, layout and
external finishing, solar control and shading building surfaces,
thermal insulation and control of internal heat gain.

2.Ventilaton:
Natural or forced ventilation is paving way of reducing the cooling
load in office building. Natural ventilation should be given to the
employees so that they can work well.

3.Access to public Transit:

Accessibility is a prime consideration in looking for any office
building. The location must be accessible for clients to visit the office
for any business transaction or inquiries.

4.Access to Convenient Food and parking:

Office building was convenient to reach for the staffs, and facilities of
affordable and light food are also available for them in canteens.

5.Availability of Natural Light with High Ceilings:

Enerdy levels are higher when employees are working in a bright
office, with a connection to the outside world.

6.Security:
It is always a must to consider in office. People love stealing laptops
and monitors. It goes without saying that one should evaluate the
office space based on the level of security provide to individual.

7.Sanitary Arrangement:
As far as practicable, the office and its surroundings must be kept
clean and free from all bad odour and infection. Insanitary conditions
affect the health of staff adversely.
8.Free from Noise and Dust:
Office work involves great concentration of mind. Therefore, the
mental concentration of workers should not be disturbed by noise. It
brings about errors, mistakes, delays, mental fatigue etc.,

Types of office Building

1.Own Building:
Many owner-occupied office building are bought or built by
companies or persons with a financial history that makes the
decisions on underwriting such a property somewhat easier for the
lender.
Benefits of own Building
i.It represents a wise investment decision, especially, where part of
the building is rented on good terms.
ii.It lends prestige to the organisation and enhances its
creditworthiness besides improving its image in the eyes of the
customers.
iii.As permanency is assured the address need not be changed again
and again due to growing needs of the business since the design of
own building takes care of the future needs.
iv.The building can be planned on the basis of present and possible
future needs. Thus best possible use of accommodation can be made.

Limitation of own Building

i.Ownership of building also present other problems to the
management, like payment of taxes and settlement of disputes with
tenants, if part of it is rented.
ii.Own building may require huge investment which may not be
within the easy reach of small-or medium-sized business.
iii.High costs of manitenace may also prove too much for a small-or
medium-sized business.

2.For Lease to Others:

Leasing commercial office space is a common Such arrangements are
popular because they enable business to use more of their capital in
their business instead of tying up in "bricks and mortar" by owning
real estate.

Benefits of Leased Building

i.Manitenance Responsibility:
The management is not burdened with the responsibility of its
maintenance. It also become free from problems like payment of taxes
and settlement of disputes with tenants.
ii.No Investment Decision Responsibility:
The managerial decision about investment in building and its benefit
and monetary return has not to be taken.
iii.Ease in Location Change:
Change in location of the office can be affected with great ease.
Whenever the office location needs a change, another building in
some other better location can be taken on lease. In essence, there is
greater flexibility in terms of location.

Limitations of Leased Building

i.High Rents:
Lents are generally very high for urban locations. Thus the operaing
costs of business may increase.
ii.Wastage of space:
Since the building is not constructed on the basis of the layout plan of
the organisation, some area may go waste in the process of layout.
iii.Not Need-Based:
Leased building is normally not constructed on the basis of the needs
of the lessee. Hence, layout processmay present with its own
problems.
iv.Frquent Shift:
Leased building does not lead to permanence of address. This may
cause inconvenience to customers.

Factors Influencing Selection of Office Building

i.Size of Accommodation:
The office building should provide adequate space for the current and
future requirements of the organisation. While deciding about the
size of accommodation, adequate provision for corridors, stairs,
reception room, ect., must be made.

ii.Shape of Building:
The shape of an office building may be squar, rectangular or L-shaped.
Generally, a rectangular or square-shaped building is considered
superior to an L-shaped building.

iii.Cost of Building:
The cost of an office building depends upon the size, shape, location
and internal arrangement of the building. The cost of accommodation
per square meter should be reasonable keeping in view the
requirements of the office.
iv.Office Layout:
The building should be such that it may be adapted to the proposed
layout of the office. It must provide enough space for proper
arrangement of office furniture, equipment and machines.

V.Employess Facilities:
Adequate provision should be made for the convenience of office staff
in terms of clock room, canteen, toilets, sanitation, water supply,
lighting, lifts,etc. The building must provide a good working
environment.

vi.Safety:
The office building must ensure the safety and security of staff as well
as of records. It must have provision for escape during and emergency
and the construction must be fire proof.

vii.Miscellaneous Factors:
Flexibility, type of construction, sanitation, etc., are other
consideration that effects the choice of the office building.

OFFICE LAYOUT
Meaning:
Once the particular location and site for the office and office building
size and form has been decided, it is the time for planning and
executing office layout.

Definition:
The systematic and scientific arrangement of different departments,
equipments and men within the available fioor space to make
optimum space utilization is called office layout.
 Physical Components of Office Environment
Working enviroment of an office indude all these factors of
the surrounding area which are detectable and which affect the
behaviour of the employess.

Physical Components of Office Environment

1.Colour in office
1.Office Lighting
2.Ventilation 2. Temperature and Air-
Conditioning
3.Interior Decoration
3.Cabling
4.Screens, Plants, and Artwork
4.Furniture and Eq Noise

1.Colour in Office:
Colour in the office refers to the colour of the walls, ceiling,
floor coverings, office furniture, equipment, and machines. The use of
the right colours in the office is important, because every colour has
its own 'temperature'.
Colour also has psychlogical effect on employees and affects
therir morale, because colour influences moods and elicits emotional
responses.
Black and white will influence all the other colours. Small areas
where bright secondary colours have been used to balance the
colours in the bigger areas will appear very attractive.
The
choice of colour and texture of mateials in workstations is as
important. A number of changes have also taken place over the years
regarding the materials and colour used for workstations.

2 . Office Lighting :
Lighting is perhaps the most important consideretion in an
office.A proper desinged system of lighting results greater
accuracy,improved quality of work,and reduced costs.
Improper arrangements of office light will lower the
efficiency of the staff through delay,errors and mistakes. If the
position of the building is so situated that natural light is not easily
available,artficial lights must be arranged.
A good lighting system provides the following benefits:
1.incresed productivity:
Good lighting increase production because the better
seability enables employees to see more clearly and more quickly and
to work more safely.
2.Quality of work:
Appropriate lighting improves accuracy of claerical work
and reduces mistakes employees can concentrate better on their jobs.
3.Reduction in fatigue:
office staff work for long hours and their work is basically
mental in nature.Good lighting reduces eye strain and mental fatigue.
4.Better morale:
Good lighting makes the work environment pleasant and
helps to improve the moral of employees.
5.Goodwill:
Proper lighting is a favourable impression on both
customers and visitors. It helps to enhance the reputation of the
organisation.
3.Ventilation:
Proper ventilation is another requirement of a good office
environment.The office should be quite airy.Fresh air will reduce
fatigue and remove the irritable feelings of the clerks.
The following methods may be adopted to ensure proper
ventilation of the office:
1.Enough Doors,Windows, and ventilation:
Placement of the right of doors and windows at the proper
places provides places provides natural ventiltion.Roof ventilators
help to increase natural ventilation.
2.Exhaust fans:
These fans pump the stable air out and keep the rooms
fresh.Exhaust fans must be provided especially in
tiolets,basements,canteens,machine room,workshops,etc.,so that
warm air is let out and fresh air enters through doors and windows.
3.Air filters:
These enable the flow of clen air by purifying it of
dust,dirt,and fumes.But the cost of air filters is high.
4.Air-conditioners:
These contain a built-in machanism for bringing in clean
air.At the same time they help to regulate the temperature and
humidity.Air-conditioning is the most effective method of ventilation
but is the most expensive method.

4.Temperature and Air-conditioning:

It is important that there should be aconsent flow of clean
fresh air through the office in order to combat fatigue.Many offices
are air-conditioned,with the air flow,temperature and humidity
automatically controlled.
 In the absence of air-conditioning,problems may be
encountered in maintaining a healthy atmosphere without
draughts,Which can be a source of irritation to office staff.A number
of devices can therefore be used to reduce draughts.
One of the requirements for productive levels of work
performed in any working environment is that staff should not be
conscious of themselves.The recommeded minimum conformable
temperature for offices is between 19and 21'c.
With regard to the impact of temperature on the office
environment nd position of the workstations,the following should be
considered:
The extent to which a constant flow of clean fresh air can be
obtained.
The position of doors and windows so that draughts can be
minimised.
The availability and type of fans and air-conditioning system.
The type of systems that can neutralise the impact of uneven
temperatures.

5.Interior Decoration:
Interior decoration means pleasant colouring of doors
,windows, and walls.The main purpose of interior decoration is to
make the office look pleasant.
According to G.Mills,"The decoration of an office can have a
noticeable effect upon the morale of the staff.Drab surroundings are
depressing,pleasant surroundings are conductive to good work".
Interior decoration involves the following :
Colour Conditioning :
Colours activate and stimulate human emotions.Studies
have revealed that red excites while green has a soothimg
effect.Orange and yellow induce warmth.A proper combination of
colours helps to improve the health,morale,and efficiency of the office
personnel.
Floor Coverings:
Interior decoration will be incomplete without adequate
floor coverings.Coverings floors with carpets,chair matting,or rubber
sheets reduce the noise caused by the movement of employees.
Furnishings:
A good interior decoration also includes furnishing in the
office.Furnishing include curtains for doors and windows ,coverings
for chairs and sofas,wall hangings,etc..

6.Cabiling:
Although most people have accepted the role that
information technology plays in the modern office,many still resist
the infrastructure that distributors the facilities.
Therefore,office environment should be designed and
workstations positioned in a manner that facilities the cabling and
the interfaces between the distribution systems.This was associated
with a number of factors:
Positioning of heat-producing equipment that was not properly
planned,strained air-conditioning systems;
Offices devices used in the hot spots created by the machines;
Electronic devices used in the office picked-up dust and
projected a glare;
Control of the security of information became a pertinent issue
and
New ergonomic issues arose due to the larger number of
keyboards and screens.
When planning the cabling for the office and workstation,the
following should be considered:
The safety of the cabling;
The visibility of the cabling;
The compatibility of the cablingwith furniture;and
The framing of graphs;

Furniture and Equipment:

Furniture and equipment can also be used very effectively
when regard to the choice of furniture and equipment impacting on
the office organisation and the positionof the workstation,the
following factors should be taken into consideration:
The position of the work on the workflow;
The contruction of the furniture;which can be ofwood,steel or plastic;
Whether the workstation will be shared or used by an individual;
The user-friendlines of the furniture;
The contribution of the furniture to productivity and production
costs;
The amount of time spent at the workstation and equipment stations
such as photocopiers,printers,and computers;
The frequency with which reference materials are used at the
equipment workstation;and
The extent to which other facilities such as scanners are used at the
workstation.
The design,size and shape of the furniture;
The type of work thet will be done at the workstation.

9.Noise :
 Office work invovles great concentration of mind.Therefore,the
mental concentration of workers should not be distributed by noise.
Unexpected sounds or loud noise will take mood off from the
work.Naturally,when people are working in an office there is some
sound;but it is tolerable,because people are accustomed to it.
Noise involves the use of greater effort and results in fatigue
and nervous strain;Furthermore,noise may indicate poor physical
surroundings.The decibel is a unit for measuring the loudness of
sound.
Internal noise is created by the following:
Movements of machines;
Movements and conversion of clerks,peons,visitors,etc.,
Cracking bells,telephone bells; and
Shifting of furniture from one place to another.

2.4.3.Hazards in Office Environment:

A hazards is something that can cause harm if not
controlled.The outcome is the harm that results from an uncontrolled
hazard.A risk is a combination of the probablity that a particular
outcome will occur and the severity of the harm involved.
People tend to think office environment are not very
hazardous.However,hazards do exist in the office and can result in
safety and security problems for workers.
There are many potential occupational safety and security
hazards in offices.However,with workplaces following appropriate
safety and security procedures,many of these hazards are eliminated
or avoided.

2.4.3.1. Types of Hazards in Office Environment:

Chemical Hazards
 Psychological Hazards
Biological Hazards
Physical Hazards
Ergonomic Hazards
1.Chemical Hazards:
Chemical hazards generate from certain chemicals and
gases.These chemicals and gases may either affect skin or internal
parts of the body through inhalation and may cause various diseases.
Examples:
Liquids like cleaning products ,paints acids,solvents especially
chemicals in an unabelled container.
Vapours and fumes,e.g., those that come from welding or
exposure to solvents.
2.Biological Hazards:
Biological hazards are in the form
bacteria,viruses,fungi,inserts,etc.,which cause various
diseases.Besides,dietary deficiencies,excessive drinking
,allergies,etc.,also are the sources of diseases.
3.Psychological Hazards:
Psychological hazards are in the form of stress and anxity
arousing conditions.While many improper physical conditions
existing at the workplace may arouse strees and anxity, there may be
many stress generating psychological factors such as fear of loss of
job,denied opportunities for promotion,poor supervision,poor peer
relationship,various organisational practices not conducive to
employees,etc.,
4.Physical Hazards:
 Physical hazards are most common and are present in most
workplaces at one time or another.They include unsafe conditions
that can cause injury,illness,and death.
Examples:
Eletrical hazards-fryed cords, missing ground
pins,improper wiring.
Unguarded machinery and moving machinery parts-guards
removed or moving parts that a worker can accidentally touch.
5.Ergnomic Hazards:
Ergnomic hazards occur when the type of work,body
position and working conditions put strain on the body.They are the
hardest to spot since you do not always immediately notice the strain
on your body or harm these hazards pose.
Examples:
Poor lighting,
Improperly adjusted workstation and chair,
Frequent lifting,
Poor posture,
Awkward movements,especially if they are reptitive,
Repeating the same movements over and over,
Having to use too much force,especially if you have to do it frequently.

2.4.4. Common Considerations in Office Environment:

Office environment has an important bearing on the
efficiency of employees.Environment refers to surroundings
conditions particularly those influencing development and
growth.Failure to give proper consideration to the office is reflected
in several ways.
 Some of the common considerations to make effective or
sound scheme of office environment are as follows:
Common cosiderations in office environment:
Safety
Security
Secrecy

2.4.4.1 Safety in offices:

Safety, in simple terms,means freedom from the occurence
or risk of injury or loss. Industrial accidents.Guaranteening employee
safety is one of the paramount challanges facing the
organisations.This is espeacially important for employees who work
in unsafe conditions.In fact,it is a non-transferable duty of the
employees to maintain a safe workplace for their workforce.
There are many things in the office environment that pose
a threat,from stacks of work waiting to be filled away,spilt liguids like
tea and coffee on the floor.Most of these hazards can be dealt with
easily,but a few others reguire more thought and consideration to
prevent employees injuring themselves.
Despite common beliefs that the office provides a safe
environment in which to work,many hazards exist which cause
thosands of injuries and health problems each year among office
workers.Since one-third of work force is in offices,even low rates of
work-realted injuries and illnesses can have an immense on employee
safety and health.
Today's modern offices are substatially different from the
office environment of 20 years ago.Sweeping changes have occured in
the american workplace as a result of new office technology and
automation of office equipment..
 Safety in the office is critical. Some people have diffficulty
implementing safety and heaith in their daily work activities.For this
reason,it may be easier to learn from some examples and get guidance
by following specific procedures.
In office safety precautions are a must.Accidents are
undesirable.Whenever any accident occurs,it leads to wastage of time
the person involved in the accident and the fellow workers.
Accident may take place because of many reasons-silps on
floor,fall on staircase,leakage of electronic wire,etc.,Slips are caused
by slippery floors, uncleaned spilllages or shoes with insufficient
grip.
Following precautions should be taken for safety in office:
A first-aid box must be provided and must be under the custody
of a trained person.Two or three members may be trained in case of
need.
Fire precautionary methods fire extinguishers must be provided
and the staff be trained to use them.
Fluorescent lamps and fans must be checked periodically.All the
electrical fittings must be checked and tested to confirm the absence
of leakage.
Floor carpets,coir-mats,etc.,must be removed or mended,so that
people who walk over will not trip.
Files should not be placed on the top of the
admiral,because,when taking one file,others may fall down.
There should be regular inspection of machines,equipments,etc.
Smoking should not be allowed within the office premises.
At the time of cleaning all electrically driven machines should be
disconnected.

2.4.4.2. Security in office :

 One of the vital functions of a modern office is to keep and
preserve documents and records for future guidence.Important and
valuable documents are kept in office safes or bank lockers.
The employer may, before recruiting an employee,ask for
two reputable personal references from him.These references may be
contacted and information sought from them regarding the past
general conduct behaviour,etc.,of the employee.
People entering the building should be properly identified
and entry passes should be issued to them.For any intruder the cash
department orcash section is the most tempting target.
The security office is the repository of the vast amount of
information factual and otherwise .All of these data must be
categoriesed as highly confidencial and under go precisely the same
degree of roughness in the background investigation as anyother
security employee.
Proper physical security requires that all filling cabinets
be equipped with a lock as well as a drop bar that runs vertically
down in front of the drivers and is securedin palce with a padlock
during non-office hours.In addition,if the office area is in a separate
security building,it should be protected by fire and insrusion alarms.
Electronic protection requires the assignment of
authorised access codes into computerised files,including the
capability of interrogating the system to determine who accessed
which files and when.
To maintain security in the office the following measures can be
applied:
1. Access,information keys should be monitored.
2. Dissatisfied peoples should be identified.
3. Employees should constantly be reminded about security.
 4. Since filling cabinets can be easily opened although locked,
extra measures for the security of filling cabinates should be
implemented .
5. All important paper work should be destroyed after it is used if
it does not need to be stored.
6.Only permanant staff should dealwith confidential ,matters.
7.Desks should have no confidential matters lying on them
during lunch times.
8.All people entering and leaving the premises should sign in
and out in a visitor's book.
9.Install key-card access systems at main entrances and on other
appropriate doors.
10.Upgrade perimeter control systems with intercoms and
closed circuit monitering devices. Keep
master and extra keys locked in a security office.
11.Develop crises communication among key personnel and
security office involving intercoms,telephones, duress alarms or other
concealed communication.
12.Avoid stairwells and other isolated areas.Try not to ride the
elevator alone with a suspicious person.
13.Don't work late alone or on a routine basis.
14.Keep publicly accessible restroom doors locked and set up a
key control system.If there is a combination lock,only office personnel
should open the lock for visitors.

2.4.4.3. Secrecy in offices:

There are some records about the business which must be
kept secret from the junior staff and outsiders.They may be known as
business secrets.
The following information should be kept secret:
1.Tenders:
 Tenders which the organisation submits or invites should
not be disclosed to anyone till the date of opening offenders.If
disclosed the organisation may lose valuable contracts.
2.Cost Information:
If the clearical staffs possess knowledge of cost data,there
are possibilities of its leakage to competitors.Therefore, disclosure of
cost information to staff should be avoided.
3.Labour Policy:
The personnal policy of the management should be kept
secret and should be disclosed at appropriate time.If leaked out,it
may lead to strikes,lockouts,and other un pleasant activities.
4.Dividend declaration:
If the rate of dividend to be declared by the company is
disclosed,before its annual general meeting,such disclosures may
have impact on the market value of its shares.
5.Financial position:
The financial position of a company is to be depicted in its
balance sheet at the end of everyyear.If unfavourable conditions,if any
are between the years,it will reduces the credit worthiness of the
business,share prices may go down,sales amy be affected
adversely,etc.,

2.5.Office Communication:
Meaning and Definition of communication:
The word communication is derived from the latin word
'Communicare' that means to share,as such communication may be
defined as the sharing are exchange of messages,facts,opinoins,ideas
are attitude and emotion between a sender and receiver or between
two or more people.
According to Newman And Summer:
 "It is an exchange of facts, ideas ,opinion are emotions by
two are more persons".
Communication is very important for smooth functioning of office . A
large part of the time of an office manager is spent on communicating
with people inside and outside the office .

2.5.2.Essential Features of Communication :

Essential features of communcation are as follows:
Universal
Continuous process
Short-lived process
Leads Achievements of the organisational objective.
Communicationis avoidable
Two-way traffic
Needs proper understanding
Dispels misunderstanding

1.Universal : Communication is universal phenomenon. All living

creatures (human beings, birds, beasts, etc.) communicate through
own symbols and signs.
2.Communication is unavoidable:Communication is always an
existing and unavoidable phenomenon.Not only facial
expressions,positive gestures and other behavioural ways,even
silence also conveys a lot about the persons attitude.
3.Continuous process:Communication is not an art or even of time
rather;it is a continuous process incorporating various events and
activities that are interrelated and interdependent.
4.Two-way Traffic:Communication is not complete unless,the
receiver understand the message.To ensure that the receiver has
understood by the receiver has understood the message,were should
be sort of feedback.
5.Short lived process:The process of communication is complete as
soon as the message is received and understood by the receiver in the
right prespective;it is short lived process.
6.Needs proper understand:There may be numerous media of
communication but the main purpose of conveying the message is a
proper understanding of the message by the other party.For this
purpose,it should be clerly and concisely worded.
7.Leads achievement of the organisation objective :Effective
communication leads to the achievement of the organisational
objective by creating the sense of object orientation in the
organisation.
8.Dispels misunderstanding:it provides clear understanding
between persons and thus,builds a bridge of companionship among
people.

Classification of commmunication:
Pattern of communication may be grouped in the following ways as
shown in figure 2.1:
The process of managing organisation communication has a number
of elements.Communication in an organisation carries innumberable
kinds of messages which may be difficult to map out;but it may be
possible to classify communications in regard to how to transmit,or
who communicates to whom,or what kinds of relationships
communication develops.

A.On the basis of organisational structure:

Communication in an organisation carries innumberable
kinds of messages which may be difficult to map out;but it may may
be possible to classify communications in-regard to how to transmit,
or who communicates to whom,what kinds of relationships
communication develops.On the basis of organisational structure the
communication can be classified:
1.Formal communication:
Communication through the chain of command is known as
formal communication.Formal communication is closely associated
with a formal organisational structure.The communication flows
through organisational structure.Example:Employee handbooks, and
policy manuals,organisational newspapers,bulletin
board,videos,meetings,memos and circulars.
 2.Informal communication/Grapevine:
Informal communication,also known as the grapvine,is not
a planned or deliberately created chennal of communication.It is
based on the informal relations of the two persons,the sender and the
receiver of communicate.Example:A general manger may develop
contacts with a worker at the lowest level and communicate certain
important information relating to him direct to the worker.
B.On the basis of direction:
Within an organisation,communication may flow inter-
scalar or intra-scalar.Inter scalar communication means whenit flows
between two persons at different managerial levels.
1.Vertical communication:
Upward and downward flow of messages constitutes
vertical communication.Information is transmitted from top
management to the employees working in the organisation or vice
versa.
a. Downward communication:
Downward communication is just the reverse of the
downward communication moves from top to the bottom,i.e., from the
CEO downwards.It travels through senior executives to junior level
funtion-arise,from the head of the division tomthe head of the unit
etc.
b. Upward communication:
Upward communication is just the reverse of the
downward communication.It flows upward from a subordinate to the
superior through middle managerial levels along the line.Such
communication is of two types:
1.Feedback of information:
In this the subordinates convey message to the top executive in
response to the latter's original communication.
2.Voluntary communication:
Voluntary communication from the subordinates to convey their
complaints,grievences,suggestions and opinions.
1.Horizontal communication or lateral communication:
This type of communication refers to communicate refers
to communication between various department or units representing
the same level,or people within the same or different
departments,without having a superior-subordinate relationship.It
flows between persons at the same hierarchical level.Example :cross
functional team developing a new product,a quality improvement
team working on cycle time reduction, and a field sales person
notifying the production scheduler of a pending large order.

3.Diagonal communication or crosswise communication :

 This includes the horizontal flow of information as also
that among persons at different levels who have no direct reporting
relationships.This kind of communication is used to speed
information flow to improve understanding,and to coordinate efforts
for the achievement of organisational objectives.Example:when the
production manager communicates with the assistant finance
manager,the flow of communication between two position can be
joined with a diagonal line and hence it is termed as diagonal
communication.

C.On the basis of way of expression :

On the basis of way of expression, the communication can
be classified into:
1.Oral communication:
Oral communication is the interchange of verbal messages
between sender and receiver.It occurs through the spoken word.Oral
communication,also known as verbal communication.Example:oral
communication includes giving orders,giving performance
feedback,speeches,meeting,formal discussions and voice mail.
2.Writtten communication:
Written communication means communication by means of
written symbols.Examples.such communication includes written
words,graphs,charts,manuals,reports,diagrams,pictures,letters,circula
rs,etc.
3.Gesture communication:
Expression through body parts is known as gesture
communication.Successful communicators make a very effective use
of facial expressions and gestures.Examples:a good boss, while
scolding a subordinate for some serious mistake,will not show anger
on his face,instead,his face will register a feeling of concern for the
employee so that,the latter goes with the impression that the scolding
was directed at improving him and making him more efficient in his
work.

2.5.6. Barriers to communication:

Communication barriers tend to occur in bunches;one
barrier evokes and sustained by them.Barriers do not shunt
communication off within an organisation;there is always
communication.Oraganisations need to understand and act upon the
barries that block or distort an effcacious flow of communication.
Different types of barriers are as follows:
Barries to communication:
Semantic barriers
Physical barriers
Personal barriers
Cultural barriers
Emotional or psychological barriers
Organisational barriers
Socio-psychological barriers
Technological barriers
1.Semantic barriers:
The obstructions that come in the procass of encoding or
decoding the message are known as semantic barriers.The use of
different languages,different interpretations of different words and
symbols,poor vocabulary and poor grammatical knowledge are some
of the semantic barriers.
2.Emotional or psychological barriers:
sentiments, emotions, and social values of participants.These create
psychological distance that hinders the communication,or partly
filters it out, or causes misinterpretation,thereby making the
communication inadequate.
3.Physical barriers:
Communication is a two-way process,and distance between
the sender and the receiver of the message is an important barrier to
communication.Nooise and environmental factors also block
communication.
4.Organisational barriers:
The barriers,which are related to the functioning of the
organisation,are known as the organisational barriers.This type of
barrier which occurs in an organisation when there is communication
between the members of the organisation.
5.Personal barriers:
As communication is basically an interpersons
process,many personal factors inherent in the sender and receiver
influence the flow of communication.There are a number of personal
barriers to communication that employees experience on an
individual level,whether it has to do with perceptions of their own
skills and abilities or a reaction to the personalities and values of
those around them.
6.Socio-Psychological barriers:
Problems of understanding interpretation and response to
communicate arise partly from out socially-learnt attributes and
partly from our personal attributes.These are called socio-
psychological barriers.
7.Cultural barriers:
Culture is one of the biggest barriers while communicating
on an international level.Effective communication indulging the
audience of different cultures is challenging.
8.Technological barriers:
Technology can either facilitate communication or act as a
barrier;sometimes it can do both at the same time.Although
technology improved communication process in various ways but
inspite of this technology can also act as a barrier in communication.

2.5.7.Overcoming barriers to communication:

Effective communication calls for coordinated effort.Good
communication like any other high quality output is very much the
result of hard work.Good communication does not occur
accidentally.It call for proper planning,understanding human
behaviour,choice or physical facilities and mechanical or electronic
devices and the organosational context.Various techniques for
improving communication are as follows:
1.Two-way communication:
The organisation's communication policy should provide
for a two-way traffic in communication upwards and downwards.
2.Strengthening communication network:
The communication network should be strengthened to
make communication effective.For this purpose,the procedure of
communication should be simplified;layers in downward
communication should be reduced to the minimum possible.
3.Promoting participative approach:
The management should promote the participative
approach in management.The subordinates should be invited to
participate in the decision-making process.
4.Appropriate language:
In communication certain symbols are used.Such symbols
may be in the form of words,pictures,and actions.If words are used,
the language should be simple and easily comprehensible to the
subordinates.
5.Credibility in communication:
One criterion of effective communication is credibility.The
subordinates obey the orders of their superior because they have
demonstrated through their actions that they are trustworthy.
6.Good listening:
A communication must be a good listener too.A good
manager gives his subordinates a chance to speak freely and express
their feelings well before him.
7.Selecting on effective communication channel :
To be effective, the communication should be sent to the
receiver through an effective channel.