MANAGERIAL COMMUNICATION

UNIT-1

1. What is Communication? Explain the Communication Process?

Communication is sending and receiving information between two or more people.
The person sending the message is referred to as the sender, while the person receiving the
information is called the receiver. The information conveyed can include facts, ideas,
concepts, opinions, beliefs, attitudes, instructions and even emotions.

Types of Communication:
Methods of communication vary, and you are almost certainly familiar with all of
them. Let's take a look at some of the primary methods.

Verbal communication is simply sending a message through a spoken language that is

understood by both the sender and receiver of the message. Examples of verbal
communications include face-to-face talking, listening to a lecture or seminar, and listening
to a television program. In fact, if you are listening to this lesson, you are engaged in a verbal
form of communication.
Written communication is sending a message by the use of symbols that are
understood by both the sender and receiver of the message. If you are reading the transcript
of this lesson, you are engaged in written communication.

Body language is a form of nonverbal communication that can be used to send a

message. You can often tell if your boss is pleased or upset simply by looking at his facial
expressions, posture and gestures. For example, a flushed face may mean embarrassment; a
clinched fist may indicate anger; and the rolling of one's eyes may signal disbelief or
annoyance.

NATURE AND SCOPE

Characteristics of Effective Business Message

 Provide Practical Information:

o How to do something, explain why procedures was changed, highlight the
cause of a problem or possible solution, discuss the status of the project etc.

 Give Facts Rather Than Impressions:

o Information must be clear, convincing, accurate and ethical.

 Clarify and Condense Information:

o Use tables, charts, photos or diagrams.

 State Precise Responsibilities:

o Business messages are directed specific audience. What is expected of , or
what you can do.

 Persuade others and offer recommendations:

o Persuade employers, customers, or clients etc.

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THE COMMUNICATION PROCESS/CYCLE:

The transmission of sender’s ideas to the receiver and the receiver’s feedback or
reaction to the sender constitute the communication cycle. The process of communication
begins when one person (the sender) wants to transmit a fact, idea, opinion or other
information to someone else (the receiver). This facts, idea or opinion has meaning to the
sender. The next step is translating or converting the message into a language which reflects
the idea. That is the message must be encoded. The encoding process is influenced by
content of the message, the familiarity of sender and receiver and other situation of factors.

After the message has been encoded, it is transmitted through the appropriate channel
or medium. Common channel in organization includes meetings, reports, memorandums,
letters, e-mail, fax and telephone calls. When the message is received, it is decoded, by the
receiver and gives feedback to the sender as the conformation about the particular message
has been carefully understand or not.

ELEMENTS OF COMMUNICATION:
The process of communication involves the following elements:
1. Sender or transmitter: The person who desires to convey the message is known as
sender. Sender initiates the message and changes the behaviour of the receiver.
2. Message: It is a subject matter of any communication. It may involve any fact, idea,
opinion or information. It must exist in the mind of the sender if communication is to
take place.
3. Encoding: The communicator of the information organises his idea into series of
symbols (words, signs, etc.) which, he feels will communicate to the intended receiver
or receivers.
4. Communication Channel: The sender has to select the channel for sending the
information. Communication channel is the media through which the message passes.
It is the link that connects the sender and the receiver.
5. Receiver: The person who receives the message is called receiver or receiver is the
person to whom the particular message is sent by the transmitter. The communication
process is incomplete without the existence of receiver of the message. It is a
receiver who receives and tries to understand the message.
6. Decoding: Decoding is the process of interpretation of an encoded message into
the understandable meaning. Decoding helps the receiver to drive meaning from the
message.
7. Feedback: Communication is an exchange process. For the exchange to be
complete the information must go back to whom from where it started (or sender), so
that he can know the reaction of the receiver. The reaction or response of the
receiver is known as feedback.
8. Brain drain: On whole process there is a possibility of misunderstandings at any
level and is called brain drain. It may arise on sender side if they do not choose the
adequate medium for delivery of message, by using default channel and it may also
arise when receiver does not properly decode the message. In other words, we can
say that it is breakdown of cycle at any level.

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2. Explain Barriers of Communication?

Barriers to Communication:
If the sender’s message does not reach the receiver as it is meant to, then there must be some
barrier or hindrance. What can it be? And how to avoid such barriers?

Good organizers of communication need to anticipate the barriers and remove them. The
barriers range from a poor microphone to an emotional attitude that rejects the message
before it is received (e.g. a child unwilling to heed to reason unless its demand is fulfilled
first).

 Noise:
o Noise in a factory
o Poor telephone line
o Faulty TV cable
o Adverse weather conditions interfering transmission
o Technical problems in public address system
 Time & Distance:
o Telecom and network facilities are not available
o Different shifts/meeting at wrong time, phone call at wrong time affect the
communication
o Faulty sitting arrangement at office may create communication gaps
 Lack of Planning:
o Not properly organized/composed
o Transmitted through a wrongly chosen medium
o Wrong choice of time
o Wrong choice of place
 Semantic Problems:

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o Interpretation of words- Variety of meaning

 E.g.: What is the meaning of word value?
 What is the value of this ring?
 What is the value of learning about communication?
 I value my good name.
 I got good value for my money.
o Bypassed instructions
 E.g. An office manager handed to a new assistant one letter with the
instruction, ”Take it to our stockroom and burn it.”
 Cultural Barriers:
o Same category of words, symbols, actions, colors mean different things to
people of different countries/cultural backgrounds.
 Wrong Assumptions:
o All communications are made under some assumptions, which are never
communicated. They may turn out wrong & cause communication failure.
 E.g. we often assume that others –
 See the situation as we do
 Should feel about the situation as we do
 Think about the matter as we do
 Understand the message as we understand it
 Selective Perception:
o Receivers selectively see and hear depending upon their needs, motivations,
background, experience and other personal characteristics.
 Filtering:
o Sender manipulates information in such a way that it will be seen more
favorably by the receiver.
o The more vertical levels in the hierarchical system, the more chances for
filtering
 Information Overload:
o Availability of huge amounts of data which the receiver is unable to handle
effectively
 Poor Listening:
o Poor listening and hasty evaluation is a major problem
o Because mostly people are too much involved in their own problems, so we
should keep our eyes, ears and mind open.
 Goal Conflicts:
o Various units and sub units in an organization internalize their own goals,
leading to splitting or bifurcation of interests
o Goal Conflicts act as communication-reduction mechanism.
 Offensive Style of Communication:
o When a manager sends a message in such a way that the juniors become
defensive he/she contributes to negative factor of poor interpersonal
relationship
 Insufficient Period for Adjustment:
o Change in shifts in time, transfer to another department, change in profile.
o People respond to change in different ways and require their own time to think
about full meaning, implications and consequences of the message.
 Socio-Psychological barriers:

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o Attitudes and opinions – Emotions - Closed Mind -Status-Consciousness - The

Source of information – Inattentiveness - Faulty Transmission - Poor retention
- Unsolicited communication.
 Attitudes and opinions:
o We react favourably or are hostile according as the information is to our
personal advantage
 Emotions:
o We can neither transmit nor receive anything correctly if our mind is agitated.
Anger is the worst enemy of communication.
 Closed mind:
o We hold our opinion so rigidly that we just refuse to listen.
 Status-consciousness:
o We are over-conscious of our lower or higher rank and do not express
ourselves candidly.
 The Source of information:
o We react according to the trust we repose in the source from which the
communication originates.
 Inattentiveness:
o Unconsciously we become inattentive if the communication contains a new
idea and our mind refuses to respond to it.
 Faulty Transmission:
o Part of the message is lost in transmission.
 Poor retention:
o Oral message in particular are lost due to poor human retention.
 Unsolicited communication:
o We are unresponsive if the communication is unsolicited.
 Barriers at Sender Level:
o Lack of Planning
o Wrong choice of Medium/Channel
o Choice of wrong language
o Different perception of reality
 Barriers at Receiver Level:
o Poor listening
o Inattention
o Mistrust
o Lack of interest
o Attitudinal clash with the sender
o Not in a fit physical states
 OVERCOMING BARRIERS:
o Orientation
o Suitable language usage
o Good listening
o Clarity in message
o Knowing the receiver
o Interpersonal communication
o Feedback

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UNIT-2

1. What Is Oral Communication? Explain Advantages & Disadvantages of Oral

Communication?

Oral communication is the process of expressing information or ideas by word of

mouth. Learn more about the types and benefits of oral communication, and find out how you
can improve your own oral communication abilities.

 Face-to-face conversations
 Telephone conversations
 Discussions that take place at business meetings
 Presentations at business meetings
 Classroom lectures
 Commencement speech given at a graduation ceremony

Advantages and disadvantages of oral communication:

Advantages of oral communication:
 Time saving: When action is required to be taken immediately it is best to transmit a
message orally. If the executives work load is high then they stop writhing and by oral
instructions they complete their message transmission and released their work load
and also it saves time.
 Cost savings: Cost is involved in any communication. When the communication is
needed within the organization and if it and is completed in orally, it has not needed
any paper, pen or stamp or computer. So it saves the money of the organization.
 More powerful: Speech is a more powerful means of persuasion and control.
Therefore, executives often prefer to transmit messages orally.

 Effectiveness: With the help of variations in the tone, pitch and intensity of voice, the
speaker can convey shades of meaning. This factor also contributes to the
effectiveness of oral communication.
 Immediate feedback: The speaker can get immediate feedback on whether it is
creating a favorable impression on the receiver or whether the receiver will protest or
whether the receiver has receiver has clearly understood his meaning or is feeling
perplexed or baffled and he can mold and adjust his message accordingly.

 More suitable: The employees felt more suitable when the message transmits in
orally. They get an opportunity for feedback and clarification.

 A relationship develops: Oral communication is mostly carried out helps to promote

friendly relations between the parties communicating with each other.
 Flexibility: By the demand of the situations, oral instructions can be changed easily
and for these cases maintain the formalities are not necessary. So it is very much
flexible and effective.

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 Easiness: It is so easy method of communication. It needs little preparation to send a

message. No need of pens, pencils and other writing equipment’s which are needed in
written communication.

 Correction of errors: If any error is expressed at the time of oral communication. It

was possible to rectify at that time or within a very short time.

 Informal communication: In oral communication, no need to maintain such

formalities which are needed in written communication. So it is easy and helpful to
any organization.

 Motivation: In oral communication system, top executives and sub ordinates staff can
sit face-to-face and exchange their views directly, so sub-ordinates are motivated day
by day.

 Special applications: Oral communication is more helpful in communicating

messages to groups of people at assembly meetings etc.
 Maintaining secrecy: Interested parties of oral communication can maintain the
secrecy of messages easily.

Disadvantages of oral communication:

Oral communication contains many advantages. In spite of this, there are oral
some disadvantages which are given below:

 No record: In oral communication, messages are difficult to record. So it is

impossible to preserve the message for future.

 Expensive: It is also expensive media of communication. Sometimes the audience

can be managed by paying T. A and D. A. On the other hand Technological devices
that are used in this system are costly.

 Distortion of the word: If distortion of the word occurs in oral communication, then
main goals of the organization may be filed.

 Inaccuracy: There is very possibility of inaccurate messages to reach the destination.

So, the reverse result of expected plan may be occurred.
 Limited use: The scope of usage of oral communication is limited. It is not suitable
for lengthy messages. It should be sued for short message.

 Probability of omitting main subject: Sometimes, main subject may be omitted to

express a word for communicating. So, expected result may not be achieved.

 Confused speech: Sometimes the receiver fails to understand the meaning of a

message due to habitual productions of the speaker.

 No legal validity: there is any legal validity of the oral message. As, the oral
messages are not taped and kept records, so it can be denied easily if the situation
goes against the speaker.
 Late decision: It takes time to reach a decision. At the beginning stage, sometime is
killed in the discussion of any personal matters. Besides some time is also wasted for
irrelevant discussion. In this way decision making is delayed.

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 Less important: In oral communication, meaningless speech can mislead the main
effects of the communication. But when the information comes out in written, we take
it seriously.

 Lack of secrecy: In oral communication, the important and secret information may be
disclosed.

 Defective: Oral communication is defective for company’s policy, procedure,

programs, law and other important information.
 Creates misunderstanding: The speaker often gives message without having
properly organized it earlier. So, it is possible that he may not be able to make himself
properly to communicate with the receiver. As a result, misunderstanding May
develops.

2. What is listening? Explain steps in effective listening?

Listening is the conscious processing of the auditory stimuli that have been perceived
through hearing.

Steps in effective listening:

Step 1: Face the speaker and maintain eye contact.
Step 2: Be attentive, but relaxed.
Step 3: Keep an open mind.

Step 4: Listen to the words and try to picture what the speaker is saying.
Step 5: Don’t interrupt and don’t impose your “solutions.”

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Step 6: Wait for the speaker to pause to ask clarifying questions.

Step 7: Ask questions only to ensure understanding.
Step 8: Try to feel what the speaker is feeling.
Step 9: Give the speaker regular feedback.
Step 10: Pay attention to what isn’t said—to nonverbal cues.

3. What is interview? Explain Types of interviews?

 An Interview is a formal meeting a person or persons question, consult or evaluate
another person(s)

 An Interview reveals the views, ideas and attitudes of the person being interviewed as
well as the skills of the interviewer.

 Interviewer (who conducts the interview) & Interviewee (who undergoes the
interview) or Candidate.

TYPES OF INTERVIEW
Interviews are classified by the purpose for which the interview is held. Attitudes,
Opinions and Views, Ideas and Suggestions, feelings of fear, hopes and ambitions are
revealed during an interview
1. Promotion Interview
2. Appraisal or Assessment Interview
3. Exit Interview
4. Problem Solving Interview
5. Stress Interview
6. Employment or Selection Interview

Promotion Interview:
 Persons due for promotion are interviewed
 If there is no competition – Interview is likely to be informal and serves as induction
into a new team, new responsibilities, clarifications about the nature of duties,
responsibilities and expectations
 If there is competition – Interview helps in the selection process

Appraisal or Assessment Interview:

 Is one of the method of periodical assessment of employees
 There are other methods like completion of self-assessment forms and assessment by
supervisors.
 Annual appraisal interview is the best method for judging employees attitudes.
 A face to face confidential talk.

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 More a discussion than question & answer

Exit Interview:
 is given to an employee who has resigned.
 to find out the reason for the employee’s decision to leave. (opportunity to clear
misunderstandings or ill-feelings)

 to get feedback on employees attitudes to and opinion of the organisation policies.

 To check all the details and information in the employee’s personal record file to
make sure that they are up-to-date.

 Give the final pay cheque and information about when it will be ready and how it be
handed over.
 Give information about provident fund, group insurance or any other benefits
 Check that all books, manuals, tools, equipment which were issued to the employee
have been returned.

Problem Interview
 Is a meeting with a problem employee (by the counselling staff).

 Is more likely to suggest a solution than warnings and notices

 To find out the reason of employee’s poor performance. (domestic problem, ill health,
lack of training or dissatisfaction with the job, failure to adjust to environment etc)

Stress Interview:
 Puts the candidate into difficult situations in order to test her/his reaction to stress.
 For selection for positions in which the person must be able to face difficult situations
without getting upset.
 Tests the qualities like courage, cool temper, tack, self command, attitude etc
(Personality traits)

 Several methods are used to throw the candidate out of balance:

o Rapid fire questions on several topics at once.
o Questions asked by different members of the panel together
o Cross questioning and arguing
o Disputing the candidate’s statements
o Ridiculing the answers
o Subjecting her/him to silence and inattention
 Only a cool – headed and self possessed candidate responds appropriately and passes
the test.

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 Interviewers need practice and training in talking a stress interview

 The candidate must be informed at the end that it was a stress interview (Just kidding)

Employment or Selection Interview:

 To assess the suitability of the candidates for specific jobs.

Interviewer
 To decide:
o whether the candidate should be appointed.
o Organisation wants to find the right persons for employment and selection can
affect the organisation.

Interviewee
Whether he/she will accept the job.This decision will influence his/her career
 usually taken by a panel of interviewers

 The interviewers should be experts in drawing out and reveal aspects of the
candidates’ personality which are important for the job.
 Interview may take from 10 min to 45 min or even longer
 Interviewers spend more time on good candidates

 Both the candidate and the interviewer must be well prepared for the interview

Candidates’ preparation for Interview:

1. Physical 2. Mental 3. Psychological preparation

Physical preparation:
Very Important: Properly groomed – formally dressed – Clean & well cut nails – properly
comber hair and general personal hygiene
Formal Appearance: Well-laundered and well fittings clothes, neat footwear and a suitable
hand-bag or briefcase
Posture: The way a candidate carries himself / herself. While standing, walking and sitting
reveals a good / bad about him/her

UNIT- 3

1. What is Written Communication? Explain The Advantages and Disadvantages of

Written Communication?
Written communication is the most common form of business communication. It is
essential for small business owners and managers to develop effective written communication
skills and to encourage the same in all employees.

Advantages of written communication:

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Easy to preserve: The documents of written communication are easy to preserve. Oral and
non-verbal communication cannot be preserved. If it is needed, important information can be
collected from the preserved documents.

Easy presentation of complex matter: Written communication is the best way to represent
any complex matter easily and attractively.

Permanent record: The documents of written communication act as a permanent record.

When it is needed, important information can be easily collected from the preserved
documents.

Prevention of wastage of time and money: Written communication prevents the waste of
money and time. Without meeting with each other the communicator and communicate can
exchange their views.

Accurate presentation: Through the documents of the written communication top executive
can present the information more accurately and clearly. As it is a legal document everybody
takes much care does draft it.

Use as a reference: If it is needed, written communication can be used as future reference.

Delegation of authority: Written communication can help the authority to delegate the power
and authority to the subordinate. It is quite impossible to delegate power without a written
document.
Longevity: Written document can be preserved for a long time easily. That is why; all the
important issues of an organization should be back and white.

Effective communication: Written communication helps to make communication effective.

It is more dependable and effective than those of other forms of communication.

Maintaining image: Written communication helps to maintain the images of both the person
and the organization. It also protects the images of the company or organization.
Proper information: It is a proper and complete communication system. There is no
opportunity to include any unnecessary information in a written document.
Less distortion possibility: In this communication system information is recorded
permanently. So, there is less possibility of distortion and alteration of the information.

No opportunity to misinterpret: there is any opportunity to misinterpret the information or

messages of written communication.
Controlling tool: Written communication can help to control the organizational activity. The
written document may be used as a tool for controlling.

Easy to verify: The information and messages that are preserved can be verified easily. If
there arises any misunderstanding any party can easily verify the information.

Others: Clear understanding, Legal document, Acceptability, Reduction of risk, Creating

confidence, Easy circulation, Wide access or coverage etc.

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Disadvantages of written communication:

Expensive: Written communication is comparatively expensive. For this communication
paper, pen, ink, typewriter, computer and a large number of employees are needed.

Time consuming: Written communication takes time to communicate with others. It is a time
consuming media. It costs the valuable time of both the writer and the reader.
Red-Taoism: Red-Taoism is one of the most disadvantages of written communication. It
means to take time for approval of a project.

Useless for illiterate person: It messages receiver is illiterate, written communication is

quite impossible. This is major disadvantage written communication.

Difficult to maintain secrecy: It is an unexpected medium to keep business secrecy. Secrecy

is not always possible to maintain through written communication. Because here needs to
discuss everything in black and white.

Lack of flexibility: Since writing documents cannot be changed easily at any time. Lack of
flexibility is one of the most important limitations of written communication.
Delay in response: It takes much time to get a response from the message receiver; prompt
response is not possible in case of written communication that is possible in oral
communication.

Delay in decision making: Written communication takes much time to communicate with all
the parties concerned. So the decision maker cannot take decisions quickly.
Cost in record keeping: It is very difficult and expensive to keep all the records in written
communication.

Complex words: Sometimes the writer uses complex words in writing a message. It becomes
difficult to meaning out to the reader. So the objectives of the communication may lose.

Lack of direct relation: If there is no direct relation between the writer and the reader, writer
communication cannot help to establish a direct relation between them.
Other: Prompt feedback is impossible, Slowness, Bureaucratic attitude, Understanding
problem between boos and subordinates, lack in quick clarification and correction, formality
problem, lack of personal intimacy, etc.

2. What is Business Reports and Proposals?

- Account / statement which describes an opinion, situation etc.

- which is a result of observation or enquiry
Reporting – what has been learnt by observation, enquiry or investigation.
Ex: weather report, salesman report, newspaper report or medical report

- Reporting activity is continuous

Type of Reports

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Routine Special
Progress FIR

Inspection Investigation
Performance appraisal Feasibility / Survey
Periodical Project

Routine Reports
 Usually forms in which blanks have to be filled in or multiple choice statements are
the ticked
 Progress Reports
o About the progress of a project / task
o Construction of a building, manufacture of products or implementation of
scheme
 Inspection Reports
o For detecting irregularities/deviation from standard practice
o Inspection of machinery, buildings and property (internal audit reports)
 Performance Appraisal Reports
o For assessing & recording the performance of an employee
o Used for promotion benefits and other benefits
 Periodical Report
o On the working of a section or a department
Special Reports
 First Information Report (FIR)
o Disaster like fire, building collapse, robbery or accident in an organization
o Is prepared by a responsible person on the spot for submission to a higher
authority.
o The report has to give all the information which is available immediately after
the incident occurs.
o It must state what happened, about what time, who first noticed it and what
steps were taken immediately, extent of destruction/loss of
life/property/important papers etc.
o Always written by an individual
 Investigation Report
o After making a thorough study & inquiry
o An investigation is made when there is a problem and the management needs
to find out the causes of the problem, and needs suggestions for solving it.
o Generally done by committee’s
 Feasibility or Survey Report
o Launching a new product, introduce a new service or make any major changes
o Physical survey – inspection
 Project Report
o Is written after a proposal takes shape and after preliminary survey has been
completed.
o Describes the proposal as projected into the future, showing the cash flow and
expected results.

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o Used for planning and convincing others

o Prepared by their own by persons who want to get their proposal
approved/sanctioned.
Structure of a Report
 A covering letter usually accompanies the report
 Individual report (personal) – committee report (impersonal – passive voice)
 If the report is short, it is written in letter form with numbered and subtitled
paragraphs.
 No complete inside address, salutation – complementary close – enclosures
 A committee report should never be written in the form of a letter
Preliminary Pages
 Title
o Indicating the subject of the study, the period and location of the study.
o A long report has a full title page giving the title, name of the person(s), month
& year of submission
o Short report – title appears at the top of the first page, before the text of the
report
o In individual report – title is in the form of subject line
 Terms of Reference
o Details of the assignment – purpose and scope of the study

Structure of a Proposal:
 Problem or purpose
 Scope
 Method and procedure
 Materials and equipment
 Qualifications
 Follow – up and evaluation
 Budget and costs
 Summary
 Addenda

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Unit-4:
1. What is Non-Verbal Communication? Explain types of Non-Verbal Communication?
Non verbal communication is the process of sending and receiving messages without
using words, either spoken or written. Also called manual language.

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Types of Non-Verbal Communication:

1. Facial Expressions
Facial expressions are responsible for a huge proportion of nonverbal communication.
Consider how much information can be conveyed with a smile or a frown. The look on a
person's face is often the first thing we see, even before we hear what they have to say. While
nonverbal communication and behaviour can vary dramatically between cultures, the facial
expressions for happiness, sadness, anger, and fear are similar throughout the world.

2. Gestures
Deliberate movements and signals are an important way to communicate meaning without
words. Common gestures include waving, pointing, and using fingers to indicate numeric
amounts. Other gestures are arbitrary and related to culture.

In courtroom settings, lawyers have been known to utilize different nonverbal signals to
attempt to sway juror opinions.

3. Paralinguistics
Paralinguistics refers to vocal communication that is separate from actual language. This
includes factors such as tone of voice, loudness, inflection, and pitch. Consider the powerful
effect that tone of voice can have on the meaning of a sentence. When said in a strong tone of
voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant
tone of voice might convey disapproval and a lack of interest.

4. Body Language and Posture

Posture and movement can also convey a great deal on information. Research on body
language has grown significantly since the 1970's, but popular media have focused on the
over-interpretation of defensive postures, arm-crossing, and leg-crossing, especially after
publishing Julius Fast's book Body Language. While these nonverbal behaviors can indicate
feelings and attitudes, research suggests that body language is far more subtle and less
definitive than previously believed.

5. Proxemics
People often refer to their need for "personal space," which is also an important type of
nonverbal communication. The amount of distance we need and the amount of space we
perceive as belonging to us is influenced by a number of factors including social norms,
cultural expectations, situational factors, personality characteristics, and level of familiarity.

6. Eye Gaze
The eyes play an important role in nonverbal communication and such things as looking,
staring and blinking are important nonverbal behaviours. When people encounter people or
things that they like, the rate of blinking increases and pupils dilate. Looking at another
person can indicate a range of emotions including hostility, interest, and attraction.

7. Haptics
Communicating through touch is another important nonverbal behaviour. There has been a
substantial amount of research on the importance of touch in infancy and early

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childhood. Harry Harlow's classic monkey study demonstrated how deprived touch and
contact impedes development. Baby monkeys raised by wire mothers experienced permanent
deficits in behaviour and social interaction. Touch can be used to communicate affection,
familiarity, sympathy, and other emotions.

8. Appearance
Our choice of color, clothing, hairstyles, and other factors affecting appearance are also
considered a means of nonverbal communication. Research on color psychology has
demonstrated that different colors can evoke different moods. Appearance can also alter
physiological reactions, judgments, and interpretations.

9. Artifacts
Objects and images are also tools that can be used to communicate nonverbally. On an online
forum, for example, you might select an avatar to represent your identity online and to
communicate information about who you are and the things you like.

2. Explain Transactional Analysis & Johari Window?

Transactional Analysis:
The following is an introductory description of Transactional Analysis. It is designed
to be understood by the layperson, written with approximately the same level of complexity
that Berne used for Games People Play.

Penfield carried out these and similar experiments for many years. Some of the key
conclusions that he reached that went on to influence Berne in his development of
Transactional Analysis include:

 The human brain acts in many ways like a camcorder, vividly recording events. While
that event may not necessarily be able to be consciously retrieved by the owner, the
event always exists in the brain.

 Both the event and the feelings experienced during that event are stored in the brain.
The event and the feelings are locked together, and neither one can be recalled
without the other.

Transactions Defined:
Before Berne first published his theories on Transactional Analysis, he spent years
formulating the framework of this approach. The key to this methodology was a transaction
– the fundamental unit of social intercourse. Berne also defined a stroke – the fundamental
unit of social action (strokes are discussed in more detail later in this paper).
“The unit of social intercourse is called a transaction. If two or more people encounter each
other… sooner or later one of them will speak, or give some other indication of
acknowledging the presence of the others. This is called transactional stimulus. Another
person will then say or do something which is in some way related to the stimulus, and that is
called the transactional response.

Three Ego States:

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In addition to the analysis of the interactions between individuals, Transactional Analysis

also involves the identification of the ego states behind each and every transaction. Berne
defined an ego state as “a consistent pattern of feeling and experience directly related to a
corresponding consistent pattern of behavior.”

Berne ultimately defined the three ego states as: Parent, Adult, and Child. It should be
carefully noted that the descriptions of these ego states do NOT necessarily correspond to
their common definitions as used the English language.
Before describing each of the three ego states, it is important to note that these are
fundamentally different than Freud’s Ego, Id, and Superego. Berne describes this best when
he writes in Transactional Analysis in Psychotherapy:
“It will be demonstrated that Parent, Adult, and Child are not concepts, like Superego, Ego,
and Id, or the Jungian constructs, but phenomenological realities”.5 Stated another way,
Freud’s ego states are unobservable, theoretical states; but Berne’s three ego states can be
confirmed with observable behaviours.

The following are detailed descriptions of the three ego states:

Parent – The parent represents a massive collection of recordings in the brain
of external events experienced or perceived in approximately the first five years of life. Since
the majority of the external events experienced by a child are actions of the parent, the ego
state was appropriately called Parent. Note that events perceived by the child from
individuals that are NOT parents (but who are often in parent-like roles) are also recorded in
the Parent. When Transactional Analysts refer to the Parent ego state (as opposed to a
biological or stepparent), it is capitalized. The same goes for the other two states (Adult and
Child).

Examples of recordings in the Parent include:

“Never talk to strangers”

“Always chew with your mouth closed”
“Look both ways before you cross the street”

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It is worth noting that, while recording these events, the young child has no way to filter the
data; the events are recorded without question and without analysis. One can consider that
these events are imposed on the child.
There are other data experienced by the child that are not recorded in the Parent. This is
recorded in the Adult, which will be described shortly.

Child – In contrast to the Parent, the Child represents the recordings in the brain
of internal events associated with external events the child perceives. Stated another way,
stored in the Child are the emotions or feelings which accompanied external events. Like the
Parent, recordings in the Child occur from childbirth all the way up to the age of
approximately 5 years old.

Examples of recordings in the Child include:

“When I saw the monster’s face, I felt really scared”
“The clown at the birthday party was really funny!

Adult – The Adult is the last ego state. Close to one year of age, a child begins to exhibit
gross motor activity. The child learns that he or she can control a cup from which to drink,
that he or she can grab a toy. In social settings, the child can play peek-a-boo.
This is the beginning of the Adult in the small child. Adult data grows out of the child’s
ability to see what is different than what he or she observed (Parent) or felt (Child). In other
words, the Adult allows the young person to evaluate and validate Child and Parental data.
Berne describes the Adult as being “principally concerned with transforming stimuli into
pieces of information, and processing and filing that information on the basis of previous
experience”6 Stated another way, Harris describes the Adult as “a data-processing computer,
which grinds out decisions after computing the information from three sources: the Parent,
the Child, and the data which the adult has gathered and is gathering”7

One of the key functions of the Adult is to validate data in the parent. An example is:
“Wow. It really is true that pot handles should always be turned into the stove” said Sally as
she saw her brother burn himself when he grabbed a pot handle sticking out from the stove.
In this example, Sally’s Adult reached the conclusion that data in her Parent was valid. Her
Parent had been taught “always turn pot handles into the stove, otherwise you could get
burned.” And with her analysis of her brother’s experience, her Adult concluded that this was
indeed correct.
In an attempt to explain Transactional Analysis to a more mainstream audience, Dr. Thomas
Harris developed the following summary. Although this is a very good tool for beginners to
learn, keep in mind that this a wildly simplified approach, and can have the effect of
“dumbing down” Transactional Analysis. The summary is as follows:

Parent – taught concept

Child – felt concept
Adult – learned concept

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Johari Window:

Definition: Johari Window

Johari Window is a tool that is used to improve the understanding between
individuals. Using this tool one can build trust with others by disclosing information about
him and with the help of feedback from others; one can learn about himself and come to
terms with personal issues.

The Johari Window consists of four windowpanes each representing our personality.

Arena: It is that part of the window where an individual and others know about himself like
the name, height, weight, or the things including told to others by the individual about
himself. This is an area which is very open for all to see.

Blind Spot: It is that part of the window which others know but the individual doesn’t know
about himself. As an example, people might know that an individual is a good listener or
talker which the individual may not realize.
Hidden Arena: It is that part of the window which an individual doesn’t want others to know
about him. These are usually the private information like close feelings, insecurities or not-
so-great experiences.
Unknown Area: This windowpane is the information neither the individual nor others know
about the individual. These can be the potential abilities that an individual might not have
discovered yet.
Information may move from one pane to other panes which depend on the mutual
trust developed between the individual and others. With time, usually individuals start
trusting others and tell more and more about him which may expand the Arena and reduce the
Hidden Arena.

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UNIT-5

1. Explain Ethics in Business Communication?

Communication is the process by which individuals exchange information between

other individuals or groups of people.

Throughout the process, effective communicators try as clearly and accurately to

convey their thoughts, intentions and objectives to their receiver.
Communication is successful only when both the sender and the receiver understand
the same information. In today's business environments, effective communication skills are
necessary due to the highly informational and technological era.

Importance of Ethics:
Most of us would agree that it is ethics in practice that makes sense; just having it carefully
drafted and redrafted in books may not serve the purpose.

 Satisfying Basic Human Needs

 Creating Credibility

 Uniting People and Leadership

 Uniting People and Leadership

 Improving Decision Making

 Long Term Gains

 Securing the Society

2. Explain Technology based Communication Tools?

Current technology has created many new ways of communicating. Where people
were once restricted to writing letters, using landline phones and speaking in person, there are
now a variety of other methods of communication that use technology to increase their speed,
range and accuracy.

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CROSS CULTURAL COMMUNICATION

Culture is a way of life established by a group of people and passed on to succeeding
generations. People within a culture usually share common values, beliefs, and perspectives
and have the same language and communication style. Although people within a culture must
live in close proximity while the culture is being established, future generations frequently
relocate to other countries or regions. This creates situations of cross-cultural exchanges.
With society becoming increasingly diverse, there is a growing demand for cross-cultural
communication in the workplace. Technologies such as e-mail and videoconferencing help us
to communicate with peers across the globe as though they were sitting in our offices.
Efficient and cost-effective travel makes it possible to communicate face-to-face with clients
in other countries. In addition, companies seeking diverse and highly skilled employees find a
conglomeration of cultures among them. As a result, employers are emphasizing cross-
cultural communication in their own organizations to prepare employees to work with diverse
co-workers and clients. Cultural values Cultural values are a shared set of beliefs common to
people within a culture. Although not everyone within a culture subscribes to every value of
that culture, this set of values predominates within the culture. It defines the culture and gives
individuals within it a sense of identity.

The three main areas of values that differ greatly across cultures are:

 Relationships
 Time
 Environment

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Relationships :
Some cultures value relationships with others as the utmost priority, even above factors such
as education and other qualifications. People in cultures can also demonstrate a preference for
either self-reliance or cooperation. Another relationship value is a preference for either
achievement or ascription. Achievement is a status attributed to accomplishment, while
ascription is status based on birthright, gender, age, or other standards not controlled by the
individual.

Time:
Some cultures emphasize punctuality, while others accept a certain degree of tardiness. Some
cultures emphasize planning for the future, while others see the future as an unknown that
cannot be planned for or anticipated.

Environment:
Some cultures view the environment as a powerful being that controls the course of a
person’s life. Others view it as something that relies upon humans for proper care and
nurturing.

Impact of cultural values: Cultural values have an impact on these aspects:

 Cross-cultural communication

 Individual behavior

 Belief systems

Cross-cultural communication
Cultural values impact cross-cultural communication by influencing both verbal and
nonverbal messages. Misunderstandings can occur when people from differing cultures come
together. For example, a person who arrives 30 minutes late for a business negotiation might
see nothing wrong with his actions, but this might deeply offend the person with whom he is
negotiating. As a result, it is important to research and understand other cultures when
conducting any sort of communication to avoid misunderstandings.

Individual behavior
Cultural values have a direct impact on individual behavior. Cultures with strong relationship
values focus on the character and honor of the individual, rather than on deals or contracts.
Those with strong time values emphasize scheduling and punctuality. In cultures with strong
environmental values, regard for nature comes before human needs. When businesspeople
from varied cultures come together, these values can result in the success or failure of a
transaction.

If you discover that someone’s cultural values differ from yours, it is best to downplay that
difference. Research the culture to discover exactly what the values are and how they might
affect your transactions and communication. Whenever possible, show respect for differing
cultures by adapting your business style to align with the other person’s cultural values
without compromising your own.

Belief systems

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Major belief systems consist of religious, ethical, and political beliefs. They influence every
person’s communication and differ greatly across cultures. They form the core of a person’s
culture and have been defended to the point of war throughout history. As a result, it is
important to learn about the belief systems of any culture you might be visiting or
communicating with to avoid being disrespectful to the people of that culture.

It is best to avoid inflammatory topics, such as in-depth conversations regarding belief

systems. However, someone who wants to know and understand your belief system might
confront you. This situation is most likely to occur in a culture where relationships are
emphasized over education or other qualifications. In case you are asked to explain your
belief system, politely decline the conversation by explaining your discomfort with the topic
and direct the focus back toward business communication.

Cultural differences influence communication.

You should be aware of how your cross-cultural co-workers and employees view issues such
as time, honor, and work ethics to avoid miscommunication and conflicts. Issues affected
These are some issues affected by cultural differences:

 Concept of time

 Work ethics

 Employer-employee relationships

 Honor

 Gender differences

 Age differences
Concept of time
Punctuality is an important difference that can affect communication in the workplace. Some
cultures believe that it is acceptable to arrive for appointments up to an hour after the
scheduled time without a valid excuse. In others, arriving more than ten minutes late for an
appointment is considered rude. When two people have different ideas about punctuality,
communication conflicts can arise. Consequently, you should make every effort to
understand how others view punctuality and make your own views on punctuality clear.

The concept of time can affect communication in other ways too. Some cultures view certain
times of day as acceptable for doing business while other times of the day are reserved for
religious ceremonies, meals, or sleep. In addition, not all cultures follow the same calendar.
Even with in cultures that follow the same calendar, various cultures might have different
concepts of weeks or months. It is important to clearly communicate dates and times to
people of another culture to eliminate misunderstandings.

Work ethics
Work ethics involve the drive to complete tasks within the specified time frame. In some
cultures, work ethics are emphasized throughout a child’s early years and continue in the
workplace. Consequently, these employees might prefer to focus on one task until
completion. In other cultures, although emphasis is placed on completing tasks, children are

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encouraged to participate in extracurricular activities and develop social skills. As a result,

when these children grow up and enter a work environment, they might expect a variety of
tasks, in addition to a social work environment.

Employer-employee relationships
Several cultures view employers, including managers, leaders, supervisors, and high-level
executives as the ultimate authority over employees. As a result, employees go to great
lengths to show respect for their employers. For example, employees might decline to answer
co-workers’ questions because this would indicate that they view themselves at the same
status level as the employer. Employees in formal cultures are also expected to refer to all
employers with formal titles such as “Mr. Jones.” Casual cultures have a much less formal
view of the employer-employee relationship. In these cultures, employees are encouraged to
step into informal leadership roles within their teams or departments. Employees hold upper-
level managers in high regard and are likely to demonstrate a high degree of respect by using
formal titles and language.

However, mid- or lower-level managers are usually treated much less formally and might
even be seen as equals by their employees.
Honor
Honor is a characteristic that is highly regarded in formal cultures but disregarded in less
formal ones. It is a combination of integrity, honesty, and trustworthiness. In highly formal
cultures, a person’s honor is something that must be nurtured and protected at all costs. A
situation that causes employees to lose their honor can cause them deep embarrassment and
affect their work negatively. Honor can be damaged if there is the slightest suspicion of
dishonesty or if employees feel that their employers are disappointed with their work.

Gender differences
Several cultures view males as dominant or superior and females as weaker or inferior. These
biases affect communication. For example, in a culture that views males as superior to
females, it would be insulting for a visitor to approach a female employee to answer a
question when a male is available. A large number of cultures view males and females as
equals in the workplace. In these cultures, there is no obvious bias toward any one gender and
communication flows freely regardless of gender.

Age differences
Several cultures view age as seniority and superiority. Aged employees are considered wiser
and more able than younger ones, regardless of the latter’s education or experiences. In these
cultures, communication should be directed to senior employees rather than junior ones to
avoid disturbing the unspoken hierarchy. However, certain cultures might place an emphasis
on youthfulness.

Perception of space:
People from different cultures vary in how much space they perceive is needed between
themselves and others. For example, individuals from Middle Eastern and Mediterranean
cultures tend to be comfortable with less personal space than is generally desired by North
Americans and northern Europeans

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Individualism versus collectivism:

Some cultures value individual initiative and independence; the individual seeks his/her own
identity, makes decisions based upon his/her own beliefs, and is responsible only for
him/herself and his/her immediate family.

High-context versus low-context cultures:

How explicit individuals must be when they are communicating with one another, that is,
how directly they must state what they want each other to know, can be expressed as a
function of whether they live in a high-context or low-context culture. When the culture is
relatively homogeneous and provides those living within it with a high degree of common
knowledge, the culture is defined as high context, and less information must be explicitly
stated. When individuals living in the same culture have relatively less in common, the
culture is said to be low context, and people must be more explicit in their communication.

Perception of space:
People from different cultures vary in how much space they perceive is needed between
themselves and others. For example, individuals from Middle Eastern and Mediterranean
cultures tend to be comfortable with less personal space than is generally desired by North
Americans and northern Europeans. Thus, if a person from a Middle Eastern culture stands as
close to a North American as his/her culture dictates is acceptable, the North American is
likely to feel uncomfortable because his/her space has been “invaded.” The way in which
organizations designate space (who sits where and how much room they are given) also
reveals a great deal about status and values in an organizational culture.

Perception of time:
There are also distinct differences between the way in which cultures observe and value time.
Some cultures are time-oriented to a high degree (as evidenced by their numerous phrases
about “saving time,” “buying time,” “investing time,” and “wasting time”), while others are
less preoccupied with “merely time.” There are also cultural differences in time-orientation,
that is, in attitudes about the past versus the future. Some cultures revere the traditions and
customs of the past, and look for past precedent to justify innovation and change. Other
cultures are less concerned with past precedent, and use projected future benefits to justify
innovation and change.

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