Module 1 (Communication)

What is Communication?
Communication styles change from person to person. During the process of communication, a person
may invoke several channels or modes or methods to convey a message. But, the process of
communication doesn’t only depend on the source producing or relaying information. It also equally
depends on the communication method and the manner in which the receiver understands the
message. Let us first understand the method by which we communicate.

Communication begins at a given point. The first step is the generation of information. The second
step is to put this information or data into a medium for transmission towards the intended audience.

Three Simple Definitions

• Communication means sharing of information

• Communication is the giving and receiving of messages
• Communication is the transfer of information from one or more people to one or more other
people.

Definition of Communication:
The word communication has been derived from the Latin word ‘communis’ which means ‘common’.
Thus, communication means sharing of ideas in common. “When we communicate,” says Wibur
Schramn, “we are trying to establish a ‘commonness’ with someone. That is we are trying to share
information, an idea or an attitude. The essence of communication is getting the receiver and the
sender ‘turned’ together for a particular message.”

According to the shorter Oxford English Dictionary, communication means “the imparting, conveying
or exchange of ideas, knowledge, etc., whether by speech, writing or signs.” Communication takes
place when one person transfers information and understanding to another person. It refers to the
exchange of ideas, feelings, emotions, knowledge and information between two or more persons.

There is a communication when you talk or listen to someone. For instance, a teacher while delivering
his lecture communicates to his students. But if he speaks or writes in a language which is not
understandable to his students, there is no communication. When you read a book, its author
communicates to you. But communication does not mean merely written or oral messages.

It includes everything that may be used to convey meanings from one person to another, e.g.,
movement of lips or the wink of an eye or the wave of hands may convey more meaning than even
written or spoken words. In fact, communication is the process of conveying message from one person
to another so that they are understood.

In business management, ideas, objectives, orders appeals, observations, instructions, suggestions

etc. have to be exchanged among the managerial personnel and their subordinates operating at
different levels of the organisation for the purpose of planning and executing the business policies.
The following standard definitions will further help to understand the meaning and concept of
communication in management.
“Communication is the sum of all the things one person does when he wants to create understanding
in the mind of another. It is a bridge of meaning. It involves a systematic and continuous process of
telling, listening arid understanding.”—Louis A. Allen.

“Communication is the intercourse by word, letters or messages, intercourse of thoughts or opinions.

It is the act of making one’s idea as and opinions known to others.”—Fred G. Meyer.

“Communication is the process of passing information and understanding from one person to
another.”—Keith Davis.

“Communication as any behaviour that results in an exchange of meaning.”—The American

Management Association.

Elements of Communication
Communication is an entire process. It also has its elements which are listed below with explanation

1) The Sender
The communication process begins with the sender, who is also called the communicator or
source. The sender has some kind of information — a command, request, question, or idea —
that he or she wants to present to others. For that message to be received, the sender must
first encode the message in a form that can be understood, such as by the use of a common
language or industry jargon, and then transmit it.

2) The Receiver
The person to whom a message is directed is called the receiver or the interpreter. To
comprehend the information from the sender, the receiver must first be able to receive the
sender's information and then decode or interpret it.

3) The Message
The message or content is the information that the sender wants to relay to the receiver.
Additional subtext can be conveyed through body language and tone of voice. Put all three
elements together — sender, receiver, and message — and you have the communication
process at its most basic.

4) The Medium
Also called the channel, the medium is the means by which a message is transmitted. Text
messages, for example, are transmitted through the medium of cell phones.

5) Feedback
The communication process reaches its final point when the message has been successfully
transmitted, received, and understood. The receiver, in turn, responds to the sender,
indicating comprehension. Feedback may be direct, such as a written or verbal response, or it
may take the form of an act or deed in response (indirect).

6) Other Factors
 The communication process isn't always so simple or smooth, of course. These elements can
affect how information is transmitted, received, and interpreted:
• Noise: This can be any sort of interference that affects the message being sent,
received, or understood. It can be as literal as static over a phone line or radio or as
esoteric as misinterpreting a local custom.
• Context: This is the setting and situation in which communication takes place. Like
noise, context can have an impact on the successful exchange of information. It may
have a physical, social, or cultural aspect to it. In a private conversation with a trusted
friend, you would share more personal information or details about your weekend or
vacation, for example, than in a conversation with a work colleague or in a meeting.

Characteristics Nature of Communication:

From the analysis of above-mentioned definitions we get the following essential features of
communication:

1) It Involves at Least Two Persons:

Communication involves at least two persons, a sender and a receiver. The sender is called
communicator and the receiver of the message is known as communicate. A person who
speaks, writes or issues some instructions is the sender and the person for whom the
communication is meant or who receives the message is the receiver or communicates.

2) Message is a Must:
A message is the subject matter of communication. e.g., the contents of the letter or speech,
order, instructions or the suggestions. A communication must convey some message. If there
is no message there is no communication.

3) Communication May be Written, Oral or Gestural:

Communication is generally understood as spoken or written words. But in reality, it is more
than that. It includes everything that may be used to convey meanings from one person to
another, e.g., movement of lips, or the wink of an eye or the wave of hands may convey more
meaning than even written or spoken words.

4) Communication is a Two Way Process:

It involves both information and understanding. Communication is not complete unless the
receiver has understood the message properly and his reaction or response is known to the
sender. Understanding is the end result of communication but it does not imply agreement.

5) Its Primary Purpose is to Motivate a Response:

The primary purpose of communication is to motivate response or influence human
behaviour. There is no doubt that motivation comes from within but communicator can also
motivate people by good drafting of message, proper timing of communication, etc. To create
understanding, communication should be relevant to the situation. It must always be
remembered that communication is a means of motivating and not an end itself.

6) Communication may be Formal or Informal:

 Formal communication follows the formal channels provided in the organisation structure.
For example, the Managing Director communicates with the departmental heads, say Finance
Manager, finance manager communicates to deputy finance manager, the deputy finance
manager with accounts officer and so on.

In simple words, in informal communication, there is no direct communication between the

Managing Director and the accounts clerks. Informal communication flows from informal
channels of communication which are not provided in the organisation structure. These
channels develop among members because of personal contacts through working with each
other.

7) It Flows Up and Down and also from Side to Side:

Communication flows downward from a superior to subordinate and upward from
subordinate to a superior. It also flows between two or more persons operating at the same
level of authority.

8) It is an Integral Part of the Process of Exchange:

It refers to the exchange of ideas, feelings, emotions and knowledge and information’s
between two or more persons.

IMPORTANCE OF COMMUNICATION

Communication is an indispensable part of the process of management. The success of an enterprise

depends upon the effective of communication. Every manager must communicate in order to get
things done through others. A good communication system offers the following benefits :

1) Basis of Decision-Making and Planning. Communication is essential for decision-making and

planning. It enables the management to secure information without which it may be possible
to take any decision. The quality of managerial decisions depends upon the quality of
communication. Further, the decisions and plans of the management need to be
communicated to the subordinates. Without effective communication, it may not be possible
to issue instructions and orders. Effective communication helps in proper implementation of
plans and policies of the management.
2) Smooth and Efficient Working: Communication makes possible the smooth and efficient
working of an enterprise. It is only through communication that the management changes and
regulates the actions of the subordinates in the desired direction.
3) Facilitates Co-ordination: Management is the art of getting things done through others and
this objective of management cannot be achieved unless there is unity of purpose and
harmony of effort. Communication through exchange of ideas and information helps to bring
about unity of action in the pursuit of common purpose. It binds the people together and
facilitates co-ordination.
4) Increases Managerial Efficiency: Effective communication increases managerial efficiency. It
is rightly said that nothing happens in management until communication takes place. The
efficiency of a manager depends upon his ability to communicate effectively with the
members of his organisation. It is only through communication that management conveys its
goals and desires, issues instructions and orders, allocates jobs and responsibility and
evaluates performance of subordinates.
 5) Sound Industrial Relations: Effective communication creates mutual understanding and trust
among the members of the organisation. It promotes co-operation between the employer
and the employees. Without communication, there cannot be sound industrial relations and
industrial peace. It is only through communication that workers can put in their grievances,
problems and suggestions to the management.
6) Helps in Establishing Effective Leadership: Communication is the basis of effective leadership.
There cannot be any leadership action without the effective communication between the
leader and the led. Communication is absolutely necessary for maintaining man to man
relationship in leadership. It brings the manager (leader) and the subordinates (led) in close
contact with each other and helps in establishing effective leadership.
7) Motivation and Morale: Communication is the means by which the behaviour of the
subordinates is modified and change is effected in their actions. Through communication
workers are motivated to achieve the goals of the enterprise and their morale is boosted.
Although motivation comes from within yet the manager can also motivate people by
effective communication, e.g., proper drafting of message, proper timing of communication
and the way of communication, etc.
8) Effective Control: Communication acts as a tool of effective control. The plans have to be
communicated to the subordinates, the actual performance has to be measured and
communicated to the top management and a corrective action has to be taken or
communicated so as to achieve the desired goals. All this may not be possible without an
efficient system of communication.
9) Job Satisfaction: Effective communication creates job satisfaction among employees as it
increased mutual trust and confidence between management and the employees. The gap
between management and the employees is reduced through the efficient means of
communication and a sense of belongingness is created among employees. They work with
zeal and enthusiasm.
10) Democratic Management: Communication is also essential for democratic management. It
helps to achieve workers’ participation in management by involving workers in the process of
decision-making. In the absence of an efficient system of communication, there cannot be any
delegation an decentralization of authority.
11) Public Relations: In the present business world, every business enterprise has to create and
maintain a good corporate image in the society. It is only through communication that
management can present a good corporate image to the outside world. Effective
communication helps management in maintaining good relations with workers, customers,
suppliers, shareholders, government and community at large.

Types of Communication
Communication is the process of passing information and understanding the same from one person
to another. Thus, communication means to understand information, facts or opinions of someone.

Communication may be in various forms, it may be classified on the following basis:

1) On the basis of Organisational Structure

2) On the basis of Direction
3) On the basis of Mode of Expression

Types of Communication
 • Formal Communication
• Informal Communication
• Downward Communication
• Upward Communication
• Horizontal Communication
• Diagonal Communication
• Non Verbal Communication
• Verbal Communication
• Oral Communication
• Written Communication

1) Organisational Structure
• Formal Communication
• Informal Communication
2) Direction
• Downward Communication
• Upward Communication
• Horizontal Communication
• Diagonal Communication
3) Mode of Expression
• Non-Verbal Communication
• Verbal Communication
❖ Oral Communication
❖ Written Communication

On the basis of Organisational Structure

In the organization structure of enterprise communication, there are two types of communication:

• Formal communication
• Informal Communication

Formal Communication

Formal communication is a flow of information through formally established channels in an

organization. These type of communication may be oral or written.

• Mostly controlled by managers

• It is hierarchical in nature and associated with the superior and subordinate relationship
• Generally linked with formal status and positions of a person
• It may be upward, downward and horizontal.

Advantages of formal communication

• Follows the principle of unity of command

• The orderly flow of information and systematic
• Helps in fixing responsibilities for better efficiency
• Managers have full control of nature and direction of communication
 • Helps in maintaining authority relationship
• The flow of instruction is very specific, clear and definite.
• Helpful in maintaining direct contact with subordinates.

Disadvantage of formal communication

• It is a time-consuming process
• It lacks personal contacts and relationship
• It may be resisted and distorted
• It delays the communication message due to the formal procedure
• It obstructs the free, smooth and accurate circulation of information

Informal Communication

Informal Communication refers to communication on the basis of personal relations. It is a type of

communication which is unstructured, unofficial and unplanned.

• It does not follow the formal channels established by the management

• It often flows between friends and intimates and related to personal rather than ‘positional’
matters.
• It cannot be demonstrated on the chart and not regulated by formal rules and procedure.

The informal communication system is built around the social relationship of the members of the
organization – Herbert Simon

Informal communication is a result of social interaction and satisfies the natural desire of people to
communicate with each other. Informal communication is helpful in countering the effects of work
fatigue and monotony and serving as a source of job-related information.

It is also referred to as grapevine communication. Grape wine communication carries unofficial

information. It is not a reliable source of communication. Managers should be very careful about such
communication.

Advantages of informal communication

• It is a flexible and reliable channel of communication

• It creates mutual co-operation
• It may work as a valuable aid in communicating organizational rules, values and morale
• It is helpful in building teamwork in the organisation
• It provides effective feedback to the manager
• It supplements formal communication
• It creates successful public relations in the organisation
• If implemented efficiently, it will leads to the success

Disadvantages of informal communication

• It creates misunderstanding and uncertainty

• Due to different perceptions of the persons involved in whispering, chain interpretations of
information may change
• It is difficult to believe in information as its source cannot be identified
• It sometimes leads to leak secret information
 • The information passes through it is inaccurate and distorted
• It is difficult to control it as its flow and direction cannot be checked

On the basis of Direction

On the basis of directions communication may be of four types of communication:

1) Downward Communication
2) Upward Communication
3) Horizontal Communication
4) Diagonal Communication

Downward Communication

Communication that takes place from superiors to subordinates in a chain of command is known as
downward communication.

Such type of communication may be in the form of orders, instructions, policies, programmes etc. It
may be written or verbal.

The following messages are induced in this type of communication:

• Confirmation regarding performance

• Work assignment and directions
• Orders, guidance and responsibilities
• Ideological type of information
• Organisation Procedure and practices.

Advantages of downward communication

• It is helpful in controlling the subordinate

• It explains the plans and policies of the organisation to employees.
• It is a tool to delegate authority
• It is helpful to tie among employees at a different level
• It encourages the effectiveness of upward communication through feedback
• It helps in preparing the people to introduce change

Disadvantages of downward communication

• It tends to promote one-way communication

• It is time-consuming because information passes through various levels
• Sometimes a manager may filter the information or hold back some of the information due to
fear that it might be unpalatable
• As communication takes time, sometimes message become ineffective and can lose
significance

Upward Communication

When message are transmitted from bottom to top of the organisational hierarchy, it is known as
upward communication.
The main function of upward communication is to supply information to top management. It is
essentially participative in nature and can flourish only in a democratic organisational environment. It
may be in the form of progress report, suggestions, grievances, complaints etc.

Advantages of upward communication

• Management can use feedback effectively in their plan and procedures

• Help subordinate to communicate their views to top management
• It supports innovative ideas and suggestion
• Support in harmony and mutual co-operation among management and subordinate
• The managers are able to evaluate the impact of communication

Disadvantages of upward communication

• Subordinate provides only favourable information to upper management

• It may be discouraged due to lack of proper response of top management
• It takes a lot of time to pass the message to higher level
• Possibility of wilful manipulation of information to attain personal goals.
• There arise a threat that superior may react negatively

Horizontal Communication

When communication takes place between two or more persons who are working at same levels it is
known as horizontal communication.

This type of communication takes place mostly during a committee meeting or conferences. The main
object of such communication is to establish inter-departmental co-ordination.

Advantages of horizontal communication

• It helps in avoiding duplication of work

• It solves inter-department conflicts
• It facilitates establishing co-ordination between different departments of the organisation
• Communication process is computed smoothly without any barrier.
• It helps in maintaining social and emotional support among the peer group.

Disadvantages of horizontal communication

• There is a lack of motivation to communicate

• Usually, they hide information due to rivalry between them
• It lacks authoritativeness

Diagonal Communication

Diagonal communication is an exchange of information between the persons at a different level across
departmental lines.

This type of communication is used to spread information at different levels of an organization to

improve understanding and co-ordination so as to achieve organisational objectives.
Thus, where the persons who are neither working in the same department nor has similar level are
communicating, it is said to be diagonal communication. It cuts across the levels of organisational
structure.

Advantages of diagonal communication

• It increases organisational effectiveness

• It facilitates organisational change
• It creates integrity and harmony in the organisation
• It helps to speed up the action and save time

Disadvantages of diagonal communication

• It violates the principle of unity of command

• It is an unsystematic manner of communicating.

On the basis of Mode of Expression

1) Non Verbal Communication

2) Verbal Communication

Non Verbal Communication

Communication through expressions, gestures or posture is nonverbal communication. It refers to the

flow of information, through facial expressions, tone of voice and other body movements.

In other words, it is a type of communication other than words. It conveys the feeling, emotions,
attitude of a person to another. A person can communicate his feeling to others quickly and
economically by using a non-verbal form of communications. This does not require the use of words
as a person can express his feelings by his body language.

Some important of nonverbal communication are:

• Body Language: Posture, Gesture, Eye Contact, Silence etc.

• Proximity: Space (intimate space, public space), Time, Surroundings etc.
• Para Language: Voice, Volume, Pause, Pitch, Proper stress etc

Advantages of non verbal Communication

• It is reliable source of information

• Message may be conveyed quickly
• It is an economic way of communications
• It creates better-understanding

Disadvantages of non verbal Communication

• Expressions and gestures are seen by anyone so it lacks secrecy.

• It creates misunderstanding due to non-understanding of the gestures
• It requires the physical presence of both parties
• Long and detailed message cannot be conveyed
 • The meaning of gesture changes according to time and place, thus it is difficult to understand
universally
• There is no written proof in case of any dispute in future.

Verbal Communication

Verbal Communication is an exchange of information by words either written or oral. Verbal

communication consists of speaking, listening, writing, reading etc. It is the most preferred mode of
communication.

It may be of two types of Verbal Communication:

1) Oral Communication
2) Written Communication

Oral Communication

When a message is expressed through spoken words, it may be either through face to face
conversations or with the help of electronic mode such as telephone, cellular phone, etc.

It may also be in the form of informal conversation, group discussions, meeting etc. It is a more
effective means of exchange of information because the receiver not only hears the message but also
observes the physical gestures of the speaker.

Advantages of oral communication

• Oral communication is useful in providing good leadership

• It provides an opportunity to participate in all the members in decision making
• It saves time and message reach to the receiver very quickly
• It is an economic source of communications
• It is more effective as body language can be observed along with the hearing of the message
• Reaction can be received easily and quickly
• The message can be conveyed clearly because, in case of any confusion, the clarification can
be sought immediately.

Disadvantages of oral communication

• It requires the presence of both parties, i.e. sender and receiver

• The major drawback of this type of communication is lack of proof, thus it has no legal validity
• It is not suitable when the messages are lengthy
• It does not provide sufficient time for thinking before conveying the message
• It involves a high cost if both parties are at distance place
• The message can be distorted.

Written Communication

When opinions are exchanged in written form, rather than by spoken words, it is knows as written
communication.

It may be expressed through charts, pictures and diagrams. It includes newspapers, reports, letters,
circulars magazines etc. While using written communication, words should be select very carefully
because message ones sent can not be altered. it is formal in nature and cannot be overlooked.
Advantages of written communication

• It provides a future reference: it becomes a permanent record and beneficial for formulating
new policies.
• It is accurate. Mistakes are not likely to occur as it is open for verification and its authenticity
can be checked.
• It does not require the physical presence of both parties.
• It ensures transmission of information in a uniform manner
• It is useful to transmit complex information and it facilitates the assignation of responsibilities
• It usually removes conflicts and misunderstanding
• It facilitates to convey a message to a large number of persons at the same time
• Written communication is acceptable as a legal document.

Disadvantages of written communication

• It is a time and money consuming way of communication

• It lacks secrecy because message passes through various hands, thus, it is said to be a double-
edged weapon
• It is not useful in emergency circumstances
• It has no chance to alter the message ones transmitted
• It is not possible to get immediate feedback
• It becomes unimpressive if drafted poorly
• It may be interpreted in the wrong manner
• It requires unnecessary formalities.

APPROACHES TO DEVELOP EFFECTIVE COMMUNICATION

Don’t we spend maximum of our time in communicating with people during our day!!! We chat with
friends, forward emails, make formal as well as informal calls, participate in conference calls,
create reports, debate with your colleague and this list goes on. We can in fact spend almost our entire
day communicating. So it has become essential that we communicate in the most effective way
possible.This is why the 7Cs of Communication are helpful. The 7Cs provide a checklist for
making sure that our conference calls, reports, meetings, emails and presentations are well framed
and clear.

7.C's Of Effective Communication

1) Completeness
2) Conciseness
3) Consideration
4) Clarity
5) Concreteness
6) Courtesy
7) Correctness

These are 7 C's of effective communication which are applicable to both written as well as oral
communication. These are as follows:

1) Completeness
 The communication must be complete. It should convey the actual message with all figures
and facts required by the receiver. The sender of the message must consider the receiver's
mind set and accordingly convey the message. Following are the features of complete
communication: Complete communication serves the purpose of the message.

It develops the personality of the sender. They are cost saving as no extra costs is incurred in
conveying extra message since crucial message is sent in one go.

Overall, it is complete.

Bad Example:
• Hi everyone,I just wanted to send you all a reminder about the meeting we're having
tomorrow!
• Regards,Sunita This message is not complete, for obvious reasons. What is the
purpose of the meeting? When is it scheduled? Where is it? Sunita has left her team
without the necessary information.

Good Example
• Hi everyone, I just wanted to remind you about the meeting on the educational
project which is scheduled tomorrow. It will be at 10:00 am. in the conference room.
Please revert if you can't attend.
• Regards,Sunita

2) Conciseness
Conciseness means communicating what you want to convey in least possible words. But
doing so one should not forgo the other C's of communication. Conciseness is essential for
effective communication. The features of Concise communication are as follows.

Concise message is both cost-saving as well as Lille-saving.

It is comprehensible and more appealing to the audience It is non-repetitive in nature. It

underlines and highlights the main message as it avoids using excessive and needless words.
It avoids verbosity and verbatim It provides essential message in limited words to the sender.

Bad Example
• I mean to say that I was not feeling well, basically, I mean, I had a bad throat and
cough Literally I could not get up and you see that's the reason I couldn't attend
yesterday's meeting
• Are there any "filler words" or adjectives that you can remove? You can often edit
words like "basically," "you see," "definitely," "for instance," "literally." "kind of," or
"I mean
• Are there any unnecessary or unimportant sentences?
• Have you repeated the same meaning in different ways?

Good Example
• I couldn't attend yesterday's meeting due to my ill health and bad throat.
3) Consideration
Consideration means "stepping into the shoes of others Effective communication must take
the receiver into consideration, ie, the receiver's view points, education level, background,
mind-set, etc. Always predict your receiver, emotions as well as problems and their
requirements. Ensure that the dignity of the receiver is maintained and their emotions are not
hurt at any point of time. Modify, reconstruct your words in message to suit the receiver's
needs while making your message complete. Features of considerate communication are as
follows:

Emphasize on "you" approach.

Show optimism towards your receiver. Emphasize on "what is possible" rather than "what is
impossible". Lay stress on positive words such as thanks, warm, May 1, jovial, committed,
healthy, etc. Empathize with the audience and exhibit interest in the audience will definitely
stimulate a positive reaction from the receiver.

Bad Example
• The task is difficult and cumbersome. Work on it

Good Example
• The task is challenging I need wholehearted support from my committed colleagues.

4) Clarity-
Clarity implies emphasizing on a specific message or goal at a time, rather than trying to
achieve too much at once. The following features need to be highlighted:

It makes understanding of the concept easy. It makes use of exact, concrete and appropriate
words:

The meaning of message is enhanced as there is complete clarity of thoughts and ideas

Bad Example
Hi Ravi,
I wanted to write you a quick note about David, who's working in your department. He's a
great asset. I would like to talk to you more about him whenever you have time.
Best,Sunita
What is this email about? Well, we're not sure. Fint, if there are multiple David's in Ravi's
department, Ravi won't know who Sanita is talking about.
Next, what is David doing? We don't know that either. It's so vague that Ravi will definitely
have to write back for more information
Last, what is the purpose of this email? Does Sunita simply want to have an idle chat about
David, or is there some more specific goal here? There's no sense of purpose to this message,
so it's a bit confusing.

Good Example
Hi Ravi
I wanted to write you a quick note about David Kedar, who's working in your department. In
recent weeks, he's helped the research cell.
We've got a new research project which needs to be planned urgently.
 I'd appreciate speaking with you about this. When is it best to call you to discuss this further?
Best wishes,
Sunita
This second message is definitely much clearer, because the reader has clear information.

5) Concreteness-
Concrete communication should not be fuzzy and general but implies being clear and
particular. It strengthens the confidence. Concrete message has following features: It makes
use of words that are clear. Concrete messages are not misunderstood and misinterpreted. It
is supported with clear and specific facts and figures.

Bad Example
• Consider this advertising copy
• The Reference booklet will save your time every day.
• A statement like this probably won't sell many of these Reference booklet. There's no
vivid detail, no passion, nothing that creates emotion, and nothing that tells people in
the audience why they should buy. This message isn't concrete enough to make any
difference.
Good Example
• How much time do you spend every day searching for your reference material? No
more! Just take a complete Reference booklet and everything is handy and easy to
access. It's offering knowledge at your doorsteps
• This copy as better because there are vivid and clear images The audience can picture
how it's gone to help them. The details have brought the message come alive.

6) Courtesy-
Courtesy in message implies the message should respect the receiver as well as show the
sender's expression. The sender of the message should be sincerely polite, enthusiastic,
judicious and reflective Courteous message has the following features:

Courtesy implies taking into consideration both viewpoints as well as feelings of the receiver
of the message. It is not at all partial Courteous message is positive and audience is the focus

It makes use of words framed in such a manner that it shows respect for the receiver of
message.

Bad Example
Dear Colleague,
I want to bring to your notice that I do not appreciate the way you conduct meetings. There
is hardly scope to others to express their view points.
Well, that is hardly courteous! Messages like this can practically start conflicts and fights. And
this email does nothing but create bad feelings which thereby lead to lowering of productivity
and morale. A little bit of courtesy even in difficult situations can always be beneficial.

Good Example
Dear Colleague,
 I would really appreciate the way you conduct meetings bringing up new and vibrant ideas.
But a small request that next time when you conduct meetings please give little extra to others
so that we too can add up to your expertise

7) Correctness –
Correctness in communication implies that there are no grammatical and semantic errors in
communication Correct communication has following features.
The message is correct, exact and well-timed
It checks for the exactness and precision of figures and facts used in the message
It makes use of appropriate and correct language in the message
If the communication is correct, it boosts up the confidence level
Correct message has better impact on the audience readers.

Bad Example
• Let's eat Mummy!

Good Example
• Let's eat, Mummy!
• Awareness of these 7 C's of communication makes you an effective communicator.

The 5 Step Communication Process

Good communication skills are essential to effective business communications. At its core, the aim of
communication is to transmit information from one person to another so that the sender and receiver
understand the message in the same way. The responsibility for clear communication usually falls on
the sender. But the receiver is also responsible to confirm a clear understanding of the message.
Communication is a dynamic and cyclical process.

Breaking down the communication cycle into its parts is helpful to understand the responsibilities of
both the sender and receiver of communication, as well as to identify communication barriers.

Step 1: Idea Formation – The communication process begins when the sender has an idea to be
communicated. The idea will be influenced by complex factors surrounding the sender. The sender
must begin by clarifying the idea and purpose. What exactly does the sender want to achieve? How
is the message likely to be perceived? Knowing this information provides a higher chance of successful
communication

Step 2: Message Encoding – The idea must be encoded into words, symbols, and gestures that will
convey meaning. Because no two people interpret information in the exact same way, the sender
must be careful to choose words, symbols and gestures that are commonly understood to reduce the
chances of misunderstanding. Therefore, a sender must be aware of the receiver’s communication
skills, attitudes, skills, experiences, and culture to ensure clear communication.

Step 3: Message Transmission: Choosing the medium to transmit the message is the next step in the
communication process. Messages can be transmitted in a verbal, written, or visual manner. For clear
communication to occur, the medium and message must match.

Step 4: Decoding – When the message reaches the receiver, the message must be decoded into its
intended meaning. Therefore, the receiver must translate the words, symbols, and gestures as the
sender intended. Because no two people interpret information in the exact same way, incorrectly
decoding a message can lead to misunderstanding. Successful decoding is more likely when the
receiver creates a receptive environment and ignores distractions. Alert receivers strive to understand
both verbal and nonverbal cues, avoid prejudging the message, and expect to learn from the
communication.

Step 5: Feedback – A vital part of the communication process is feedback. Feedback occurs the sender
and receiver check to ensure the message was understood as intended. Feedback is a shared
responsibility between the sender and the receiver and can be verbal or non-verbal. For example, the
sender can elicit feedback by asking, “Do you have any questions?” The sender can also improve the
feedback process by only providing as much information as the receiver can handle. Receivers can
encourage clear communication by providing clear, timely, descriptive, and non-judgmental feedback.
For example, the receiver can shake his/her head up and down to confirm “yes” I have a question.

Barriers to Communication:
The managers frequently cite communication breakdowns as one of their most important problems.
However, communication problems are often symptoms of more deeply rooted problems. For
example, poor planning may be cause of uncertainty about the direction of the firm, Similarly, a poorly
designed organisation structure may not clearly communicate organisational relationships. Vague
performance standards may leave people uncertain about what is expected of them. Thus the
perceptive manager will look for the causes of communication problems instead of just dealing with
the symptoms. Barriers can exist in the sender, in the transmission of the message, in the receiver, or
in the feedback. Specific communication barriers are discussed below:

1) Lack of Planning: Good communication seldom happens by chance. Too often people start
talking and writing without first thinking, planning and stating the purpose of the message.
Giving the reasons for a directive, selecting the most appropriate channel, and choosing
proper timing can greatly improve understanding and reduce resistance to change.
2) Unclarified Assumptions: Often overlooked, yet very important, are the uncommunicated
assumptions that underlie messages. A customer may send a note stating that he will visit a
vendor’s plant. Then he may assume that the vendor will meet him at the airport, reserve a
hotel room, arrange for transportation, and set up a fullscale review of the programme at the
plant. But the vendor may assume that the customer is coming to town mainly to attend a
wedding and will make a routine call at the plant. These unclarified assumptions in both
instances may result in confusion and the loss of goodwill.
3) Poorly Expressed Message: No matter how clear the idea in the mind of the sender of
communication, it may still be marked by poorly chosen words, omissions, lack of coherence,
poor organisation of ideas, awkward sentence structure, unnecessary jargons and a failure to
clarify the implications of the message. This lack of clarity and precision, which can be costly,
can be avoided through greater care in encoding the message.
4) Loss of Transmission and Poor Retention: In a series of transmissions from one person to
next, the message becomes less and less accurate. Poor retention of information is another
serious problem. Thus the necessity of repeating the message and using more than one
channel is rather obvious. The loss may also be due to long distance, distracting noises and
similar interferences.
5) Poor Listening and Premature Evaluation: There are many talkers but few listeners. Everyone
probably has observed people entering a discussion with comments that have no relation to
 the topic. One reason may be that these persons are pondering over their own problems -
such as preserving their own egos or making a good impression on other group members
instead of listening to the conversation. Listening demands full attention and self-discipline.
It also requires that the listener avoid premature evaluation of what another person has to
say. A common tendency is to judge to approve or disapprove what is being said- rather than
trying to understand the speakers frame of reference. Yet listening without making hasty
judgements can make the whole enterprise more effective and efficient. For example,
sympathetic listening can result in better labour management relations and greater
understanding among managers. Specially sales personnel may better understand the
problems of production people, and the credit manager may realize that an over-restrict
credit policy may lead to a disproportionate loss in sales. In short, listening with empathy can
reduce some of the daily frustrations in organised lies and result in better communication.
6) Semantic Distortion: Semantic is the science of the meaning of words and symbols. Another
barrier to effective communication is semantic distortion, which can be deliberate or
accidental. An advertisement that states ‘we sell for less’ is deliberately ambiguous; it raises
the question - less than what? Words may evoke different responses. To some people the
‘Government’ may mean interference or deficit spending; to others, the same word may mean
help, equalization, and justice.
7) Distrust, Threat and Fear: Distrust, threat and fear undermine communication. In a climate
containing these factors, any message will be viewed with skepticism. Distrust can be the
result of inconsistent behaviour by the superior, or it can be due to past experiences in which
the subordinate was punished for honestly reporting unfavourable, but true, information to
the boss. Similarly, in the light of threats - whether real or imagined - people tend to tighten
up, become defensive, and distort information. What is needed is a climate of trust, which
facilitates open and honest, communication. Other personal barriers may arise from the
judgements, emotions and social values of people. They cause psychological distance between
the people, which may prevent communication. Our emotions, for example, act as filters in
nearly all our communications. We see or hear what we are emotionally tuned to see or hear.
Thus communication can not be separated from the personality itself.
8) Insufficient Period for adjustment to Change: The purpose of communication is to effect
change that may seriously concern employees: shifts in the time, place, type and order of work
or shifts in group arrangements or skills to be used. Some communications point to the need
for further training, career adjustment, or status arrangements. Change affects people in
different ways, and it may take time to think through the full meaning of a message.
Consequently, for maximum efficiency, it is important not to force change before people can
adjust to its implications.
9) Information Overload: One might think that more and unrestricted information flow would
help people overcome communication problems. But unrestricted flow may result in too
much information. People respond to information overload in various ways. First, they may
disregard certain information. A person getting too much mail may ignore letters that should
be answered. Second, if they are overwhelmed with too much information, people make
errors in processing it. For example, they may leave out the word ‘not’ in a message, which
reverses the intended meaning. Third, people may delay processing information either
permanently or with the intention of catching up in the future. Fourth, people may filter
information. Finally, people respond to information overload by simply escaping from the task
of communication. Efforts should be made to reduce the information overload at each level.

What is email etiquette?

Email etiquette is a set of principles to write or answer emails in a socially or professionally acceptable
manner. It includes language, structure, grammar, and tone.

Email etiquette differs based on the recipient and between professional and personal emails. For
instance, the emails you send to friends and coworkers are very distinct.

Why is email etiquette important?

Email etiquette helps communicate better and create a better relationship with the recipient.
Speaking in person versus communicating over email is entirely different. One phrase in the wrong
context could hurt your communications or brand.

That's why following proper etiquette while writing emails is so important because it helps you convey
your message clearly. It also helps achieve the following:

• Professionalism: Using proper email language, you and your organization will convey a
professional image.
• Efficiency: It helps you improve your communication skills. Emails which get to the point are
much more effective than badly conveyed emails.
• Clarity of expression: Use appropriate tone to avoid being misunderstood or misinterpreted.
• Protection from liability: Awareness of email stakes will protect you and your organization
from costly lawsuits.

12 email etiquette rules to follow

1. Use a professional email address

Create and use a formal email address that people can remember. Your email address can be your
first name or a combination of your first and last name. You can also use one or two numbers in your
email address. Don't use weird names and symbols in your email address.

2. Write clear subject lines

People use subject lines to determine whether or not to open an email. Subject lines should give
context to the email copy and shouldn't trick users into clicking them.

Considering email etiquette, use short and clear subject lines. Tell people what they can expect from
the email, and never send an email without a subject line.

3. Maintain a professional tone

More important than what you say is how you say it. To follow email etiquette, keep your tone friendly
and polite when writing emails.

4. Keep the copy clear and concise

When writing the copy of your email, it's best to start with the core message first and then explain the
context of why you are sending the email. Avoid writing long emails with too many paragraphs.
Instead, you can use bullets to keep it concise and legible.

5. Mark recipients in the appropriate tags

The people who must take any necessary action relating to the email must be mentioned in the 'To'
field.
For example, you can put your assistant in the 'To' section when sending an email to ask her to change
your schedule.

People you don't wish to take action with but who should be aware of the changes can be included in
the CC (carbon copy) field.

The BCC (blind carbon copy) field is where you add recipients whose identities must remain hidden.
The people who are added to the BCC cannot be seen by the other email recipients.

6. Read the copy twice before sending

It is one of the most overlooked email etiquette rules. Sending email copies with grammar or spelling
errors can hurt your reputation. Read your email copy and subject line at least twice before clicking
on the 'Send' button.

7. Be mindful with 'Reply all'

We are all aware of how many emails we receive each day. Using the 'Reply all' only when essential
can help avoid sending unnecessary emails to people. Use 'Reply all' only when all people should be
aware of the message.

8. Don't share controversial topics

If you get an email with offensive language (racist, sexist, etc.), don't forward it to others because
doing so could harm your reputation.

9. Don't email confidential or private information

Your email remains on the server even after you have deleted it from your account. So, it is preferable
to discuss sensitive material in person or over the phone rather than by email.

10. Email signature etiquette

An email signature is the most overlooked part of an email. Adding a professional email signature can
help your audience know about you and your business.

11. Check your attachments

Missing email attachments and inserting large files affect email etiquette and contribute to a bad user
experience.

• Check your emails for file attachments before sending them.

• Upload large files to the cloud and insert the URL of the files.

12. Check your formatting

Accessibility is crucial to ensure email etiquette. Make sure your email format is accessible to all users
and email clients.

• Use standard fonts and proper sizing.

• Choose black color over others.
• Test your emails for responsiveness.
• Don't overuse bold and italic properties.
Effective presentation/Public Speaking
The key elements of a good presentation are content, organization, and delivery. There are both
substance and style aspects of content. Substance elements include the originality and significance of
your idea, the quality of your research and analysis, clarity, and the potential impact of your
recommendations. Style aspects of content include confidence and credibility, both of which have a
significant impact on how you—and your message—are received.

Good organization starts with a strong opening and continues in a logical and well-supported manner
throughout the presentation, leading to a close that serves as a resolution of the problem or a
summary of the situation you’ve presented. The audience experiences good organization as a sense
of flow—an inevitable forward movement to a satisfying close. This forward momentum also requires
speakers to have a certain level of technical and information-management competency. To the latter
point, good presentation requires a presenter to put thought into information design, from the
structure and content of slides to the transitions between individual points, slides and topics.

Delivery entails a range of factors from body language and word choice to vocal variety. In this
category, your audience is responding to your personality and professionalism. For perspective, one
of the three evaluation categories on the official Toastmasters speaker evaluation form is “As I Saw
You” with the parenthetical items “approach, position, personal appearance, facial expression,
gestures and detracting mannerisms.” A good presenter has a passion for the subject and an ability to
convey and perhaps elicit that emotion in the audience. Audience engagement—through eye contact,
facial expression, and perhaps the use of gestures or movement—also contributes to an effective
presentation. However, to the point in the Toastmasters evaluation, gestures, movement and other
mannerisms can be distracting. What works is natural (not staged) movement that reinforces
communication of your idea.

With those key features and presentation-evaluation criteria in mind, let’s add a disclaimer. The reality
is that your features won’t matter if you don’t deliver one essential message: relevance.

Purpose, Audience, and Message/public speaking

It may be helpful to think of your presentation as having three key moving parts or interlocking gears:
purpose, audience, and message. Let’s walk through the presentation-development process at this
planning level.

Purpose
• Generally, the first step in developing a presentation is identifying your purpose. Purpose is a
multi-layered term, but in this context, it simply means objective or intended outcome. And
why is this? To riff on the classic Yogi Berra quote, if you don’t know where you’re going, you
might as well be somewhere else. That is, don’t waste your audience’s (or your own) time.
• Your purpose will determine both your content and approach and suggest supplemental tools,
audience materials, and room layout. Perhaps your purpose is already defined for you:
perhaps your manager has asked you to research three possible sites for a new store. In this
case, it’s likely there’s an established evaluation criteria and format for presenting that
information. Voila! Your content and approach is defined. If you don’t have a defined purpose,
consider whether your objective is to inform, to educate, or to inspire a course of action. State
 that objective in a general sense, including what action you want your audience to take based
on your presentation. Once you have that information sketched in, consider your audience.
Audience
• The second step in the presentation development process is audience research. Who are the
members of your audience? Why are they attending this conference, meeting, or
presentation? This step is similar to the demographic and psychographic research marketers
conduct prior to crafting a product or service pitch—and is just as critical. Key factors to
consider include your audience’s age range, educational level, industry/role, subject matter
knowledge, etc. These factors matter for two reasons: you need to know what they know and
what they need to know.
• Understanding your audience will allow you to articulate what may be the most critical aspect
of your presentation: “WIIFM,” or what’s in it for them. Profiling your audience also allows
you adapt your message so it’s effective for this particular audience. That is, to present your
idea (proposal, subject matter, recommendations) at a depth and in a manner (language,
terminology, tools) that’s appropriate. Don’t expect your audience to meet you where you
are; meet them where they are and then take them where you want to go together.
• Returning to the site analysis example mentioned earlier, knowing your audience also means
clearly understanding what management expects from you. Are you serving in an analyst
role—conducting research and presenting “just the facts”—to support a management
decision? Or are you expected to make a specific recommendation? Be careful of power
dynamics and don’t overstep your role. Either way, be prepared to take a stand and defend
your position. You never know when a routine stand-and-deliver could become a career-
defining opportunity.

Message
• The third step is honing your message. In “TED’s Secret to Great Public Speaking,” TED
Conference curator Chris Anderson notes that there’s “no single formula” for a compelling
talk, but there is one common denominator: great speakers build an idea inside the minds of
their audience. Ideas matter because they’re capable of changing our perceptions, our
actions, and our world. As Anderson puts it, “Ideas are the most powerful force shaping
human culture.”
• So if ideas are that powerful, more is better, right? Perhaps a handful or a baker’s dozen?
Wrong. As any seasoned sales person knows, you don’t walk into a meeting with a prospective
client and launch into an overview of every item in your company’s product or service line.
That’s what’s known as “throwing spaghetti on the wall to see what sticks.” And that’s an
approach that will have you wearing your spaghetti—and perhaps the dust from one of your
client’s shoes on your backside as well. What audience members expect is that you’ve done
your homework, that you know them and their pain, and that you have something to offer: a
fresh perspective, an innovative approach, or a key insight that will change things for the
better. As Chris Anderson says, “Pick one idea, and make it the through-line running through
your entire talk.”[3] One message, brought vividly and relevantly to life.
• So now that you have a macro view of the presentation-development process, let’s review
what can—and often does—go wrong so we can avoid the common mistakes.
Basics of report writing
Introduction and Essential Elements of Report Writing

Report writing is a formal style of writing elaborately on a topic. The tone of a report is always formal.
The audience it is meant for is always thought out section. For example – report writing about a school
event, report writing about a business case, etc. Report writing skills are abilities that help
professionals write reports, which are brief documents about a topic. Although there are many writing
careers, such as reporters, journalists and authors, report writing skills are applicable for several jobs.
For example, lawyers, sales managers or project managers may write reports concerning their
profession. These documents may contain updates or analyses about a project or study. Report writing
skills may include writing, editing and researching. You can use these skills to create an impressive
report with clear and meaningful content.

Examples of report writing skills

• Here are some examples of report writing skills:

1) Research
Most reports require research. This could include research within your team or department
or from external sources. For example, you might find data to support how well your team is
performing. Alternatively, you might quote a scholar from your field to add to your report.
Research skills refer to being able to find relevant and credible sources that supplement your
writing. To conduct research, it's important to find reputable sources. You can do this by
verifying the author and publisher to ensure they're reliable.

2) Planning
Planning is a stage of report writing where you organize your document into separate sections.
Most reports have a summary, introduction, body paragraphs and a conclusion. This skill is
valuable because it helps you organize the components of your report so that it's easy to
understand. If you know what you're going to write and how you're going to write it, then you
may have an easier time creating the report. The writing process is usually more efficient when
you use planning skills.

3) Writing
Writing skills is the ability to communicate effectively with words. This is an essential skill for
reports since creating the document requires writing. This ability also refers to how well you
can write. A report with impressive writing may mean that the language is professional and
clear. For example, you might use coherent sentence structures and correct terminology.
Impressive writing skills may also include your spelling, grammar and punctuation. It's
important to have advanced writing abilities, so your report is professional.

4) Analysis
Reports often include analysis, which is making a conclusion or statement based on evidence.
Analysis also involves explaining why or how something happened. For example, a scientist
might use analytical skills to evaluate the results of their experiment. When writing a lab
report, they could use data from the experiment to support their analysis. Being able to
analyze means you can summarize the subject and provide evidence that reinforces your
ideas.
 5) Brevity
Brevity in writing means you can explain your content using few words or sentences. Although
reports in different professions or companies may vary in length, most reports are typically
short. Brevity can help you include all of your content within a page length requirement. Even
if your assignment can be longer, brevity is an important skill to have. It can help make your
writing concise. Short and simple sentences are typically easier to read than long and complex
sentences.

6) Editing
Once you write your report, it's good practice to read and revise it. Editing is the ability to
identify and fix mistakes in your writing. This can make your document easier to read. An
error-free document also looks advanced and professional. When revising your report, try to
check for grammar, spelling and punctuation mistakes. You can also look for confusing
sentences or incorrect information.

Report writing skills in the workplace

There are many ways that a professional can use report writing skills in the workplace:

• Writing a lab report: A scientific researcher might write a lab report on a test they completed.
To support their evidence, they might implement research from another professional into
their report.
• Creating a budget report: A financial analyst might create a budget report for their clients.
They could use writing skills to make a report that's clear and easy to understand.
• Analyzing social media: A social media manager could write a report that analyzes their
company's social media performance. They might use analytical skills to write a report based
on how effective their social media campaign is.

How to highlight report writing skills

Here's how you can highlight report writing skills during the hiring process:

• Report writing skills for resume

• Report writing skills for cover letter
• Report writing skills for the job interview

How to improve report writing skills

Follow these steps to improve your report writing skills:

1. Read other reports

To enhance your report writing skills, try to read other published reports. This can help you learn how
to format and write a report. By reading examples, you can see what other authors included in their
writing. After you read a few reports, think about what made it an impressive piece of writing. Try to
incorporate those aspects into your own reports.

2. Create an outline

You can improve your planning skills by creating outlines for each report. An outline is a document
that lists each section of a piece of writing. For example, it might include your introduction, body
paragraph and conclusion. In these sections, you can make notes about your topics. For instance, you
might describe what you want to write about in each body paragraph. Using an outline can increase
your report's organization, which might make it easier to write.

3. Verify your sources

When conducting your research, remember to verify your sources. This ensures that they're all reliable
and accurate. Credible sources are important for reports because they show that your information is
trustworthy. It also indicates that you're a reliable author. To check your sources, use a few books,
articles or websites to ensure that the information is similar. If the information is close to or the same,
then your source is most likely credible. Try to include sources from reputable organizations, such as
government agencies.

4. Write multiple drafts

During your writing process, start by creating a draft. When you write a draft, you typically revise or
rewrite it before sending it to your employer. This is beneficial because you can practice your editing
skills. A first draft typically has errors or areas of improvement, which is why it's important to create
multiple drafts. Your final draft is the last version of your report that usually has minimal mistakes in
it.

5. Ask for feedback

Once you're done writing your report, ask for feedback on it. You could as a coworker, manager, friend
or family member. They can read your writing and give you constructive feedback. You can use their
suggestions to improve your editing and writing skills by creating a revised version of your report.
Applying feedback usually increases the quality of your report. It can also enhance your writing skills
since you can apply that feedback to future reports you create.

Why lawyers should never underestimate the importance of communication?

Communication is an art rather than a science, and effective communication skills are essential to law
practitioners. Writing letters of advice and emails, attending meetings, representing clients in court
or briefing barristers – the list goes on. However, effective communication with clients isn’t something
that most lawyers give much thought. And this trend starts in law school, where the focus tends to be
on substantive law and legal theory. However, for many lawyers, adequate communication skills do
not come naturally and must be learned.

Since so much of a lawyer's day is spent communicating, lawyers can’t afford to be poor
communicators. This means lawyers must understand how to effectively convey a message while
ensuring the recipient understands the intention and the purpose behind the message.

Effective communication is about how you say something, why you say it, when you say it, your body
language and what you don't say. It is easy for individuals to have the illusion that they have
communicated and set clear expectations, while the reality is much different.

‘The single biggest problem in communication is the illusion that it has taken place.’

– George Bernard Shaw

There are two main reasons why lawyers need to be effective communicators:

Effective communication saves you (and your clients) time and money and improves client
relationships.

If you are an effective communicator, you lower the risk of misunderstandings, both within your
practice and with your clients and with your colleagues. Misunderstandings can be costly and
sometimes expensive to solve – something you and your clients will want to avoid. Effective
communication ensures everyone is aware of what is expected of them and what action they need to
take.

You cannot underestimate how important trust is in the lawyer-client relationship. Communicating
effectively with your clients means you foster greater trust in your abilities as a lawyer. This leads to
improved client satisfaction and reduces the risk of complaints being made against you. A happy client
is also a good source of repeat business and will likely give you good referrals.

Lawyers should consider the following aspects:

1) Communicate clearly, and often

It’s easy for things to get lost in translation, so making a deliberate effort to ensure your client
understands what’s going on can go a long way towards avoiding unnecessary back-and-forth
or misunderstandings.

2) Set expectations from the start

Setting clear expectations with your clients can help to frame their experience and avoid
disappointment.

You’ll serve your clients best when you’re at your best, so setting availability expectations up-
front is key to ensuring you can care for yourself while meeting your clients’ needs.

3) Invest in developing your interpersonal skills

Contrary to popular belief, clients aren’t coming to you solely for your encyclopedic
knowledge of the law. A little empathy can go a long way, particularly in high-stress and
emotionally volatile matters such as divorce, bankruptcy or criminal defense.

Your law firm’s service is just as important as the legal results you provide. Your clients have
legal needs, but they have emotional needs as well, and this applies to all practice areas.

4) Listen, listen, listen

You might think that client communication is about giving legal advice, but often, what clients
really need is for you to listen. It happens too often that lawyers jump in and share their
thoughts before they’ve truly understood the problem, which can leave clients feeling as if
they’re not truly heard.

5) Know when to automate communications (and when not to)

In the digital age, automating tedious or repetitive processes can be a big win for law firms.
However, when it comes to communication, it’s important to be thoughtful and ensure that
automated communication is convenient for both you and your client. In general, simple and
transactional communications are fine to automate, but more personal and specific
communications are best left to humans.
 6) Know which channels to use
Depending on which area of law you practice in, and what types of cases you handle, different
communication channels may be more or less appropriate for different situations. Consider
whether it’s best to deliver news, answer questions, or provide an update via phone, email,
letter, text or another medium.

7) Invest in client communication training

Law firms should consider training to better understand and share how their lawyers should
deal with clients. Sharpening interpersonal skills can be helpful for lawyers, but it’s also helpful
for all law firm staff when communicating with clients.

IMPROVING COMMUNICATION

Although many problems make effective communication difficult the picture is not entirely bleak. As
an entrepreneur/ manager, you can improve your communication effectiveness. Whether
communication is effective it can be evaluated by the intended results.

Guidelines for Improving Communication

Senders of the messages must clarify in their minds what they want to communicate. This means that
the purpose of the message and making a plan to achieve the intended end. Clarity is very essential in
any communication.

Effective communication requires that encoding and decoding be done with symbols that are familiar
to the sender and the receiver of the message. Thus managers should avoid unnecessary jargons,
which is intelligible to the experts in their particular field. Common problems in written
communications are that writers omit the conclusion or bury it in the report, are too wordy, and use
poor grammar, ineffective sentence structure and incorrect spellings. Yet a few guidelines may do
much to improve written communication:

Writing style should fit the situation and the effect the writer wants to achieve. The forceful style
should be used when the writer has power. The tone should be polite, but firm. The planning of the
communication should not be done in a vacuum. Instead, other people should be consulted and
encouraged to participate to collect the facts, analyse the message, and select the appropriate media.

Make certain that your message is complete. If you do not supply all of the necessary information
people make assumptions about the missing information. This can result in incorrect meaning. Select
the proper time to communicate. Messages received too early or too late decrease communication
effectiveness. People are most receptive when there is a need for information. If information is
received too late, it may be of no value.

Another aspect of timing concerns the volume of communication. At times we suffer from
communication overload : we miss some of the information transmitted to us. You need to be careful
not to add to communication overload, rather select a better time to communicate. Encourage
upward communication. Feedback is one of the most important steps in the communication process.
Without feedback you cannot be certain the receiver has actually understood what you have
communicated. Managers need to be particularly conscious of the importance of checking
subordinates’ reactions to communications. In face-to-face communication, direct feedback is
possible.
Upward communication is necessary to get employees ideas, opinions, and suggestions. Such
communication does not occur automatically; it must be encouraged. We need to develop good
relationship with our employees, one that is characterised by openness and trust. Once this
relationship is established, employees will feel more free to communicate, to respond to our
communication, and to make suggestions on their own. There is a saying that the tone makes the
music. Similarly, in communication the tone of the voice, the choice of language, and the congruency
between what is said and how it is said influence the reactions of the receiver of the message. An
autocratic manager ordering subordinate supervisors to practice participative management will create
a credibility gap that will be difficult to overcome. People believe in actions more than they do in
words. Actions speak louder than words in the long run. The amount of difference between what one
says and what one does is that person’s communication credibility gap. When a person’s credibility
gap is large, poor human relations are likely to follow, such as losing confidence in that person.

The function of communication is more than transmitting information. It also deals with emotions that
are very important in interpersonal relationships between superiors, subordinates and colleagues in
an organisation. Furthermore, communication is vital for creating an environment in which people are
motivated to work towards the goals of the enterprise while they achieve their personal aims