SUBJECT:BUSI

NESSCOMMUNI
CATI
ONSKI
LLSANDOFFI
CEPRACTI
CE

SUBJECTCODE:GST05208

COURSE:DI
PLOMA

LECTURER:MWAMBULA,
HARI
D

Whati
scommuni
cat
ion?

Communicati
onr
efer
st otheef
fect
ivet
ransmi
ssi
onofmessagef
rom oneper
sonor
bodyofper
sonst
oanother
.

Or

Communi
cati
on i
sthe t
ransact
ionalprocess t
hatinvol
ves an exchange ofi
deas,
i
nfor
mat
ion,
feel
i
ngs,
att
it
udesorbelief
sandimpressi
ons.

TYPESOFCOMMUNI
CATI
ON

Ther
ear
etwomai
nty
pesofcommuni
cat
ion;
ver
bal
andnon-
ver
bal
communi
cat
ion.

i
.VERBAL COMMUNI CATI
ON
Ver
bali
sthekindofcommunicat
ionwheremessageiscodedandt
ransmi
tt
edusi
ng
wor
dswhetherwri
tt
enorspoken(Kar
iuki
andMunga,2011).

 Oral(
spoken)Communicati
on;
ist
hekindofcommunicat
ionwher
epeopl
epr
esent
t
heirmessagebyspeaki
ng.I
thast
hefoll
owingmer
it
sanddemer i
ts

Advant
agesofOr
alCommuni
cat
ion
Ther
earemanysituat
ionsinwhichi
tmakessenset
ochooseor
alov
erwr
it
ten
communi
cat
ion.Theseincl
udet
hefol
lowi
ng:
-
 Oral communicat
ion i
s mor
e per
sonal and l
ess f
ormal t
han wr
it
ten
communicat
ion.
 Ift
imei
slimit
edandabusinessmat t
errequir
esqui
ckr
esol
uti
on,
itmaybebest
t
ohaveaface-
to-
faceort
elephoneconversat
ion.
 Thereisal
somorefl
exi
bil
i
tyi
noralcommunicati
on;youcandiscussdi
ffer
ent
aspect
sofani
ssueandmakedeci
sionsmor
equickl
ythanyoucaninwri
ti
ng.
 Oralcommuni
cat
ion can be especi
all
yef
fect
ivei
n addr
essi
ng conf
li
cts or
pr
oblems.
 Tal
ki
ng t
hings ov
er i
s of
ten t
he best way t
o set
tl
e di
sagr
eement
s or

1
 mi
sunder
standi
ngs.
 Oralcommunicat
ionisagr eatwaytopr
omot
eempl
oyeemor
aleandmai
ntai
n
energyandent
husiasm wi
thi
nat eam.

Di
sadvant
agesofOr
alCommuni
cat
ion
Despi
temanybenefi
tsofor
alcommunicat
ion,t
her
ear
edi
sadv
ant
agesofor
al
communi
cat
ion.Someoft
hem ar
easgi
venbelow:
-
 Ther
earet
imeswhenwr i
tt
encommunicat
ioni
smor eeff
ect
ive.Forexample,y
ou
maywanttoexchangei
mport
anti
nfor
mati
onthatneedstobedocument edusi
ng
wri
tt
encommunicati
on.
 Alotoftr
ansacti
onsinthebusi
nessworl
drequi
resometypeofwrit
tenrecord,
andyouwillfi
ndthatev
enstrongspokenski
l
lsarenotasubst
it
uteforputti
ng
thi
ngsi
nwr i
ti
ng.
 Or
al communicat
ion t
ends to be l
ess detai
l
ed and mor
e subj
ect t
o
mi
sunder
standi
ngt
hanwrit
tencommuni
cat
ion..
 I
thasnoi
mmedi
ateper
manentr
ecor
dunl
essal
oti
sdonet
ocapt
urei
t.
 I
tisnoteasyacr
ossl
ongdi
stancesunl
esspar
ti
cipant
sempl
oyt
echnol
ogi
cal
dev
ices.

 Wri
tt
en Communi cat
ion;i
st he ki
nd of ver
balcommuni cat
ion that i
nvolv
es
communi cati
ngt hr
oughwri
tt
endocument
sli
kelett
ers,
faxes,
memor anda,
elect
ronic
mail
,reportse.t
.c.

Adv
ant
agesofWr
it
tenCommuni
cat
ion
Someadv
ant
agesofwr
it
tencommuni
cat
ionar
e:

 Noneedf orpersonalcontact-youcant ellanempl oyeeheorshehast owor k

overti
met hroughanemai l
insteadofface-t
o-face.
 Savesmoney-y oucansendanemai li
nsteadofcal l
inglongdi
stance.
 Writ
tenpr oof-pr ovi
deswritt
enproofincaseofadi sput
e.
 I
tpr ovidesper manentr ecordoft hecommuni cat
ion,henceusefulforfutur
e
ref
erence.
 Eff
ectivewr it
tencommuni cationdevel
ops,enhancesandsust ai
nsor gani
zat
ional
i
mage.
 I
tbi ndsl egall
y;what ev
eri sagreedon,puti nwr it
ingandsignedbecomesa
for
mal commi tmentsuppor t
edbylaw.

2
Di
sadv
ant
agesofWr
it
tenCommuni
cat
ion
Somedi
sadv
ant
agesofwr
it
tencommuni
cat
ionar
e:

 Lackofsecr ecy-oncei t'

sonpaper ,anyonecanr eadi t
.
 Iti
sexpensi ve,especial
lyi
nt er
msoft ime, ener
gy ,material
sandlogi
sti
cs.
 Quickclar
ifi
cationi snotavail
ablebecauset hereceiverreli
esonwrit
tenwordand
notthewriter.
 Writt
encommuni cati
onlacksimmedi atefeedback.
 Eff
ective writt
en communi cati
on requir
es gr eatski l
ls and competenci
es i
n
l
anguageandv ocabul ar
yuse.
 Awr i
ttendocumentcanbeusedasev i
denceagai nstthewr i
ter
.

i
i. NONVERBALCOMMUNI CATION
Nonverbalcommuni cat
ion i
ncl
udes al
lunwr
it
ten and unspoken messages,bot
h
i
ntent
ionalanduni
ntenti
onal
.

TYPESOFNON-
VERBALCOMMUNI
CATI
ON

Therearefourcategor
iesofnon-ver
balcommuni
cat
iontheseincl
ude-
bodymov
ement
,
paral
anguage,per
sonalpresent
ati
onandproxemi
cs(
Fuji
shin,
2009:57)
.

a)Body mov ement s;t hisi nvolves al lthe way s people use t hei
rbodi es t o
communi cat e orenhance t heirbody mov ement .Body mov ementi ncludes
postures, gestures,f
aci alexpressionsandey econt act.
b)Paralanguage;t hisishowwespeak.Asi defrom t heactualwor dsorcont entof
ourmessages,par alanguagei ncludespi tch(highnessorl ownessofourv oice),
volume( softnessorl oudnessofourv oice),rate( how fastorsl ow wespeak) ,
andqual ity(overall
soundofourv oice)
c)PersonalPr esentati
on;t hisisy ourpersonalpr esentat
ion.Itincludesclot hing,
groomi ng, andtouchingbehav iour.

 Clothi
ng;ourcl ot
hingisoneoft hemostobv iousandpubl i
cdisplay
sof
whowear eandwhatwewantt ocommuni catetoothers.
 Groomi ng;ourgroomingcanal sor efl
ectandcommuni catemessagest o
thewor l
d.Thel engthandst yl
eofourhai r,bathi
ngr outi
nes,makeup,
perfume,f ingerandt oenai
lpaint
ing andmanyot hergr oominghabits
communi cateagr eatdealaboutwhowear eandhow wewantt obe
perceived.
 Touching behav iour has been di scovered to be essent i
alt o our
developmentashumanbei ngs.Withoutit,rel
ati
onshipcanwi ther.

3
d)Proxemics;is deal
s with how we use space.I twas f
ir
stintroduced by
anthropologi
stEdwardHall
.Byobservingconv er
sati
onbetweenpeopl e,Hal
l
di
scov eredthatourper
sonalspacecouldbebr okendownintofourzonesor
di
stances:

 I
nt i
mat edi stance(0-18i nches)i sreservedf orinti
mateacti
vit
iesinclude
maki ngl ove,confi
dentialconv er sati
ons,hugging, ki
ssi
ngandsnuggling.
 Per sonaldi st
ance( 18inches- 4f eet)isusedf ormostconversati
onswi th
fami ly,
friendsandmostacquai ntances.
 Soci aldistance(4-12f eet)ist hedi stancewef eelmostcomfortabl
ewi th
transactingbusi ness,si t
ti
ngdur i
ngcommi tteemeet i
ngsandi nter
act i
ng
wi t
ht hehot elcl
erk,thesuper mar ketcashieretc.
 Publ icdistance(12-25f eet)isusedf orpublicceremonies,
speeches, l
arge
groupmeet i
ngsandcl assl ectur es.

Thedistanceofy ourpersonalspacechangesdependi
ngont hesetti
ng,t
he
peopl
einvolvedandhowy ouarefeeli
ngatt
hemoment.Cul
turalfact
orsal
sopl
ay
animportantrol
eindet
ermini
ngpr oxemi
cdist
anci
ngandpersonalcomfor
t.

Byyourcreati
veuseofproxemics,y
oucancommuni
cat
epower
fulmessages
wi
thoutspeaki
ngasingl
eword.

Advant
agesofnon-
ver
balcommuni
cat
ion

 Compl ement ary:Non- verbalcuescompl ementav erbalmessagebyaddi ng

toitsmeani ng.Youcanpatsomeoney ouof fendedatt hebackasy ousay
sorrytohi m orher .
 Easy pr esent ation:Inf ormati
on can be easi ly present ed i n non- verbal
communi cat i
ont hroughusi ngv i
sual,audi o-
visualandsi l
entmeansofnon-
verbalcommuni cati
on.
 Substituting:Non- v
erbalmessagemaysubst it
utef ort hev erbalmessage
especiallyi fiti s blocked bynoi se,i nter
rupt i
on,l ong di stance et c.f or
exampl e:gest ures-fi
ngert oli
pstoindi cateneedf orquite, facialexpressions
-anodi nsteadofay es.
 Helpt oi ll
iter
at epeopl e:Thist y
peofcommuni cationusegest ures,facial
expressions,ey econt act,proximit
y,t ouchi
nget c.andwi thoutusi ngany
spokenorwr i
ttenwor d.So, i
tisverymuchhel pfulforill
iteratepeopl e.
 Helpt ohandi cappedpeopl e:Non-v erbalcuesofcommuni cationgr eatly
helpin handi capped peopl eespeci allyt o deafpeopl e.Deafpeopl ear e
exchangemessaget hrought hemov ement sofhands, finger s,eyebal letc.

4
  Att
racti
ve present
ati
on:Non- ver
balcommunicati
on is based on vi
sual
,
pi
cture,
graph,si
gnetc.thatcanbeseenver
ymuchat t
ract
ive.
 Quickexpressi
onofmessage:Non- ver
balcuesofcommuni cat
ionli
kesign
and symbolcan also communi cat
e some messages veryquickl
yt han
wri
ttenororalmessages.

Di
sadvant
agesorl
imi
tat
ionsofnon-
ver
balcommuni
cat
ion
Despi
teofadvantagesofnon-
ver
balcommuni
cat
ion,i
tisnotf
reef
rom i
ts
l
imit
ati
onsordi
sadvant
ageswhi
chare:

 Vague( uncl ear )

:Non- verbalcommuni cat ioni squi tev agueandi mpr ecise.
Sincei nt hiscommuni cationt her eisnouseofwor dsorl anguagewhi ch
expr esses cl earmeani ng t ot he r eceiver .No di ctionarycan accur ately
classi f
yt hem.Thei rmeani ngv ar i
esnotonl ybycul t
ur eandcont extbutby
degr eeofi ntension.
 Cultur e-bound:Non- verbalcommuni cationi slear ntinchi l
dhood,passedon
toy oubyy ourpar entsandot her swi t
hwhom y ouassoci at
e.Af ew other
gest ures seem t o be uni ver sal.Ev i
dence suggest st hathumans ofal l
cultures smi le when happy and f rown when unhappy .Howev er,most
nonv er balsy mbol s seem t o be ev en f urt
herdi sconnect ed f rom any
“essent i
almeani ng”t hanv er balsy mbol s.Gest uresseenasposi tiveinone
culture( Liket het humbs- upgest urei ntheUSA)maybeseenasobscenei n
anot hercul t
ur e.
 Longconv er sationsar enotpossi ble:I nnon- verbalcommuni cation,long
conv er sat ionandnecessar yexpl anat i
onsar enotpossi ble.Nopar tycan
discusst hepar ti
cul arissuesoft hemessages.
 Notev er y bodypr efers:Ev ery bodynotpr ef erstocommuni catethroughnon-
verbalcommuni cation wi th ot hers. Somet imes i t cannot cr eat e an
i
mpr essi onuponpeopl eorl istener s.Itisl essi nfl
uent ialandcannotbeused
every wher e.I tiscannotbeusedasapubl ict ool f
orcommuni cati
on.
 Lackoff ormal i
ty :Non- v
er balcommuni cat i
ondoesnotf oll
ow anyr ules,
formal ityorst r
uct urelikeot hercommuni cat i
on.Mostoft hecasespeopl e
unconsci ousl y and habi tually engaged i n non- verbalcommuni cation by
mov i
ngt hev ar i
ouspar tsoft hebody .
 Distor tionofi nformat ion:Si ncei tusesgest ures,f acialexpressions,ey e
cont act ,t ouch,si gn,sound,par alanguage et c.f orcommuni cating wi t
h
other s,t her ei sagr eatpossi bili
tyi ndi stor t
ionofi nformat i
oninnon- verbal
communi cat ion.

CLASSI
FICATI
ONOFCOMMUNI
CATI
ONUSI
NGDI
FFERENTAPPROACHES

5
Communicat
ion can be cl
assi
fi
ed usi
ng di
ff
erent appr
oaches,some of t
hese
appr
oachesi
ncludet
hefol
l
owing:
-

a)Medium oft r
ansmi ssi
on;int hi
sapproachmessagesori nf
ormat i
oncanbe
tr
ansfer
redusingwor dsorusingbodyl
anguage.Wheni nf
ormati
oni str
ansfer
red
usi
ng wor ds,we t alk ofverbalcommunication.Butwhen i nformati
on is
tr
ansfer
redwithoutusingwords,wetal
kofnon-verbal
communication.

b)Natureofcommunicat
ionprocess;i
nthi
sappr
oach,communi
cat
ioni
sei
ther
i
nterper
sonal
ori
ntr
apersonal
.

 I
nter
per
sonalcommuni
cat
ion

Thi
sisakindofcommuni cati
onwhi chinvol
vesmor ethanonei
ndi
vi
dual.Iti
s
communicat
ion between two people oramong manypeopl e.E.g.group
meeti
ngs,i
nter
views,conv
ersat
ionsamongi ndiv
idualse.t
.c.

 I
ntr
aper
sonalcommuni
cat
ion

I
ni nt
rapersonalcommunicat
ion,t
heindi
vi
dualcommuni
cat
esi
nhi
sorher
mindthroughtheprocessoft
hinki
ngandf
eeli
ng.

c)Thepurposeofcommunicati
on:I
nt hi
sapproachcommuni
cat
ioncanbeei
ther
busi
nesscommunicat
ionorsoci
alcommunicati
on.

 Busi
nesscommuni
cat
ion

Thisisat y peofcommuni cat

ionwher ecommuni cati
onisusedt otr
ansact
business.Itiscommunicati
onwithi
nt heinst
it
uti
onalorbusinesssett
ing,f
or
exampl einaschool,col
legeoruniv
ersit
y,inamanuf actur
ingf
actor
y,abank,
hotel,
hotele.t.
c.

 Soci
alcommuni
cat
ion

Thisi
saki ndofcommunicati
onwit
hthepurposeofcreat
ingandmaint
aini
ng
rel
ati
onship.I
tcanbeconduct
edthr
oughsi
teslikeFacebook,
Twit
ter
,phones,
facetofaceint
eract
ione.
t.
c.

COMMUNI
CATI
ONSKI
LLS

Communicat
ionsSki
ll
sinv
olvespeakingandli
steni
ng,writ
ingandanaly
zingthewrit
ten
wor
d,aswellasgest
uri
ngandint
erpreti
ngthebodylanguageofother
s(Ludden,2007).

OR

6
Communicati
onSkill
sref
erstotheknowl
edgeandabil
it
yoftr
ansf
erri
nginf
ormat
ion,
ski
l
ls,knowledge and f
eeli
ngs fr
om one person t
o anot
her thr
ough a gi
ven
communicat
ionmedium.

Or

Acommuni
cat
ionski
l
list
heabi
l
ityt
oconv
eyi
nfor
mat
iont
oanot
heref
fect
ivel
yandef
fi
cient
ly.

Business manager
s wi
th good v
erbal
,non ver
baland wr
it
ten communi
cat
ion ski
l
ls hel
p
faci
l
itatetheshari
ngofinfor
mati
onbet weenpeopl
ewit
hinacompanyf ori
tscommer ci
al
benefit
.

FOURBASI
CCOMMUNI
CATI
ONSKI
LLS

Thef
ourbasi
ccommuni
cat
ionski
l
lsar
eREADI
NG,
WRI
TING,
SPEAKI
NGandLI
STENI
NG.

Readi
ng
Readi
ngmeanst
olookandunder
standt
hemeani
ngofwr
it
tenorpr
int
edwor
dsorsy
mbol
s.

Wr
it
ing
Towrit
eistomakelet
ter
sorot
hersy
mbolsonasur face,usuall
yonapaper
,especi
all
ywi
tha
penorpenci
l
.Wr
iti
ngmaybeessaywr
it
ing,
let
terwr
it
ing,reportwri
ti
ng,
not
eswri
ti
nge.t.
c

Speaki
ng
Speaki
ngi
stheact
ionofexpr
essi
ngonesel
finspeechorgi
vi
ngspeeches.

Li
steni
ng
Eff
ect
ivel
i
steni
ngi
ncl
udesl
i
steni
ngf
rom anor
igi
nalsour
ceorr
ecor
dedsour
cesandt
henbei
ng
abl
eto:
-

 Re-
tel
lwhatonehear
d

 Takedownnot
eswhi
l
eli
steni
ng

 Answeror
alcompr
ehensi
vequest
ionsaf
terl
i
steni
ngt
oanor
igi
nalsour
ceor r
ecor
ded
text

 Par
ti
cipat
eef
fect
ivel
yinor
alexchangeofi
deas.

 Askandanswerquest
ionscoher
ent
lyandconci
sel
yinor
dert
orespond appr
opr
iat
elyt
o
spokeni
nst
it
uti
ons

I
MPORTANCEOFCOMMUNI
CATI
ONSKI
LLS

7
1.Theyhelpt oinf
orm;communicati
onskill
shel
ponei nprov
idi
ngi
nfor
mat
ion
aboutoursur
roundi
ngsandwhatishappeni
ngi
noursoci
ety
.

2.Theyhel pinexpr essi

ngfeeli
ngs;aspeoplecommunicat
e,theyrel
easet hei
r
feeli
ngs.Throughexpressi
onoft hei
rfeel
i
ngs,theyadddepthandbr eadt
ht o
theirrel
ati
onships.Normall
ypeopletendtocomecl oserastheyshar ethei
r
disappoi
ntmentsandt r
iumphs,j
oysandsor
rowsetc.

3.Enter
tai
nment;communi cat
ionski
ll
shelpinprovi
dingendl
essenter
tai
nmentt
o
peopl
ethroughtel
evi
sion,fi
l
m, musi
c,l
i
terat
ure,
comedy,gamesetc.

4.Communi cat
ionski
ll
shel pineducati
onandi ngi
vi
nginst
ruct
ion;astheyserve
thepurposeofimparti
ngknowledge,exper
ti
seandski
l
lsforsmoot hf
uncti
oning
i
nt hesociet
y.Bot
ht eacher
sandl ear
nersengagei
ncommuni cat
ioninorderto
underst
andeachother.

5.Theyhelpindiscussi
ons;communicat
ionski
ll
senabl
epeopl
etosharedi
ffer
ent
vi
ewpoint
sinissuesofcommoni nt
eresttot
hem i
ndebat
esanddi
scussi
ons.

6.Communi cati
on ski
ll
s hel
ptoi nt
egrat
e peopl
ef r
om di
ffer
entpart
s ofthe
worl
d/country/
regi
ontocomet oknow andunderst
andeachother
’str
adi
ti
ons
andappreciat
eeachother’
sway
soflif
e.

7.Communi
cat
ionskil
l
shelpi
nwar ni
ng;thi
shel
pspeopletostopdoingsomethi
ng
whi
chi
sdangerousorhasr
isksaheadeg.Smoki
ng,excessi
vedr
inkinget
c.

REVI
SIONQUESTI
ONS

1.Wr
it
eshor
tnot
esont
hef
oll
owi
ngt
erms:
-

 Communi
cat
ion

 Ver
bal
communi
cat
ion

 Non-
ver
bal
communi
cat
ion

 Or
alcommuni
cat
ion

 Wr
it
tencommuni
cat
ion

 Communi
cat
ionski
l
ls

2.Expl
aint
het
ypesofcommuni
cat
ionwi
thcl
earexampl
es.

3.Whatar
etheadv
ant
agesanddi
sadv
ant
agesofor
alcommuni
cat
ion?

8
 4.Expl
aint
headv
ant
agesanddi
sadv
ant
agesofwr
it
tencommuni
cat
ion

5.Descr
ibet
het
ypesofcommuni
cat
ionbasi
ngondi
ff
erentappr
oaches.

6.Usi
ngv
ivi
dexampl
es,
expl
aint
hef
ourcat
egor
iesofnonv
erbal
communi
cat
ion.

7.Descr
ibet
headv
ant
agesanddi
sadv
ant
agesofnon-
ver
bal
communi
cat
ion.

8.Gi
vecl
earexpl
anat
ionsont
hef
ourbasi
ccommuni
cat
ionski
l
ls.

9.Whydoy outhi
nkcommuni
cat
ionski
l
lsar
eimpor
tantf
orst
udent
sinhi
gher
l
ear
ningi
nst
it
uti
ons?

COMMUNI
CATI
ONCI
RCLE/
PROCESS

Communicati
onci r
cler
efer
stoconvey
ingthethoughtprocessofanindi
vidual(
sender)
toanyoneot
hert hanhi
mself(r
ecei
ver
),thr
oughv ar
iousmeansofcommuni cat
ionina
cl
earandconcisemanner,f
orappr
opri
ateacti
onorresponsefrom t
heint
endedparty.
Communicat
ioncir
cleinvol
vesthefol
lowingpr
ocessesaspr ovi
dedbyAqi
l(2015)
:-
 Sender’sthoughts;the ver
yf ir
ststep i
nt he process ofcommunicat
ion i
s
generati
onoft houghtsint hesender’
smi nd.Theset hought
smaybeabout
request,
order,i
nquir
yproducti
onoranysuchacti
v i
ty.

 Encodi
ng;the senderconv
ert
shi
sthoughti
nto a message bymeansofa
l
anguage.

 Transmi
ssiont hr
oughmedi a;oncethet houghtisconvertedi
ntomessage,it
shouldbet r
ansmittedtotherecei
verthroughasui tabl
emedium.Thi smedia
mightbeelectr
onicmediaasTV,E- mail
,radioetc.oritmaybeprintmedial
ike
newspaper,magazines,l
ett
ersormer el
ysoundt hatistransmi
tt
edt hr
ought
he
medium orair
.

 Noi
se/
barr
ier
s;whil
et ransmi
tt
ingtheinf
ormati
ontot herecei
ver
,thesender
f
acesl
otsofbar
ri
ers.Thesebarr
ier
sar
eexplai
nedasunder:

9
 i
. Onsender’sside;noi
se/barr
ier
smayt akeplaceduri
ng
thepr
ocessofencodi ng.Someoft hem maybecaused
byint
errupt
ion,lack ofconcentr
ati
on,typi
ng mi
stake,
poorl
anguageetc.

i
i
. Inthemedium;somebarr
ier
sarecausedbymedium
suchaspoortr
ansmi
ssi
ononT.Vandradi
o,mi
spr
int
ing
i
nnewspaperset
c.

i
i
i. Onr ecei
ver
’sside;ther eceiv
ercanal socreat
ecert
ain
barri
erstot he receiv
ing ofmessage such as poor
readi
ngabil
it
y,emot i
ons,lackofconcentr
ati
onetc.

 Decoding byr eceiver;having receiv

ed t he message from the sender,the
recei
verat t
empt stounder standandi nterpr
ett hemessage.Thisprocessof
convert
ingt helanguageofmessagei ntot houghtsisknownasdecodi ng.For
i
nstance, t
hereceiver,
havingr eceiv
edjobappl icati
on,r
eadstheappli
cati
onand
understandsthemessageconv eyedbyt heapplicant
.

 I
dearecei
ved;assoonastheprocessofdecodingi
sfini
shed,theideagi
venby
t
hesenderisrecei
vedbyt
hereceiver
.Itmeansthet
houghtsthatwasgenerat
ed
i
nthemindofsenderhasbeentransmitt
edtothemindofrecei
ver.

 Feedback;
processofcommunicat
ioniscompl
eteunti
lthereceiverr
espondst
o
thesender
.Thisresponsemaybenegati
ve,
posi
ti
ve,orf
orfurtherenqui
ry.

ELEMENTS/
COMPONENTSOFCOMMUNI
CATI
ON

1.Sender
/Ini
ti
ator
:thi
srefer
stot heper
sonsendingt
hemessage.Thesenderis
someti
mesknownast heencoderofthemessageandi
sconsider
edtobet he
sour
ceofthemessage.

Encodi
ngisapr
ocesst
hroughwhichthesenderofinf
ormat
ionexpresseshi
s/her
i
deasint
owor
ds,
symbol
sorsignsorgest
urest
oconveythemessage

2.Message;thi
sisthebodyorsubj
ect
-mat
terofcommunicat
ion.Themessagebegins
asamentalideawit
hint
hesenderandi
tcanbeeit
herposi
ti
veornegati
vei
nnature.

3.Medium/Channel
;thi
srefer
stot
hepathwhi
chthecommuni cat
orsusetopassor
conveyt
hei
rmessages.Thi
smaybethr
oughr
adi
o,books,
tel
evi
sion,
tel
ephone,
int
ernet
,
etc.

4.Receiv
er/
Reci
pient
;thi
sisaper
sonrecei
vingthemessagesentbyt
hespeaker
.The
recei
veri
ssomet
imesknownasthedecoderofthemessage.

10
Decodingi
stheprocesst
hroughwhi
cht
her
ecei
veroft
hemessageder
ivesmeani
ng
fr
om themessage.

5.Feedback;thi
sistherecei
ver
’sr
esponset
othesender
’smessage.Ther
esponses
canbebothv er
balandnonver
bal
.

6.Noi
se;noi
sei
sany
thi
ngt
hatcani
nter
fer
ewi
tht
hecommuni
cat
ionpr
ocessatany
st
age.

Ty
pesofNoi
se

Ther
ear
efourmai
nty
pesofnoi
se.Thesei
ncl
udet
hef
oll
owi
ng:
-

 Physicalnoise;thisisanyexter
nalorenvi
ronment
alsti
mul
ust hatdist
ract
sa
personf r
om r ecei
vingt
heintendedmessagesentbythesender.Forexample
soundsofr oadt r
affi
c

 Psy chologicalnoi
se;thi
sismentalint
erf
erencet hatprev
entsaper sonfr
om
l
istening.Itisacommont y
peofnoi
sethatevery
bodyexperiences.Forexample,
i
fthemi ndiswanderi
ngawayfrom t
hespeaker,thenoisewillbethet hi
ngt
hat
thel i
stenerhasinmind.

 Physi
ologicalnoi se;thi
si s any phy
siol
ogi
calissue t
hat i
nterf
eres wit
h
communi cation.Forexamplesomeonewhof eel
spain,mayfi
ndi tdif
fi
cul
tto
speaktoot hersorli
stent
othem.

 Semanti
cnoise;semanticnoiseoccur
swhent her
eisnoshar
edmeaningina
communicat
ionprocess.Itoccur
swhenthesenderusest
ermi
nol
ogyofhi
s/her
prof
essi
onthatl
aypeoplemaynotunderst
and.

BARRI
ERSOFCOMMUNI
CATI
ON

Communi
cati
on bar
ri
ers ar
ef act
orsthatreduce t
he intended smoot
hfl
ow of
i
nfor
mat
ionorcompl
etel
ycutof
fthecommuni
cationpr
ocess.Theseare:

1.WRONGCHOI CEOFMEDI UM
Thechoiceofanunsuitabl
emedium forcert
aintypesofmessagesmayresulti
nfail
ure
tocommunicateef f
ecti
vel
y.Forexample,minut
esofameet i
ngcanonlybewr it
tenfor
propercommuni cat
ioninsubsequentmeetings,however
,iforal
lyt
aken,itbecomes
dif
fi
cultt
opresenttheint
endedminutes.

2.PHYSI
CALBARRI
ERS

Mostf
ormsofphy
sical
bar
ri
ersi
ncl
udenoi
se,
timeanddi
stance

11
Noise;t
hisincl
udesphysi
caldist
ract
ionssuchaspoorl
i
ght
ing,f
requentmov
ement
s,
uncomfort
ableroom,
generalenvi
ronmente.
t.
c.

I
nwr i
tt
encommunicat
ion,noiseincl
udesil
l
egi
blechar
acter
s,duetopoorhandwriti
ng,
orf
ontsize,
wrongwor
dor der
, orev
enwrongspel
li
ngsandpoortextpunct
uat
ions.

Dist
anceandt ime;mechanicalbr
eakdownsr enderf
acil
i
tiessuchascomputer
,digi
tal
andmobi l
ephonet echnol
ogyinef
fecti
ve,hencethedist
ancebetweenthesenderand
therecei
verbecomesabarri
er.

Int
ermsoft i
me,whenanappoi
ntmenti
snotkeptandonekeepsmi
ssi
ngt
heot
heror
del
ayed,
thenti
mebecomesabarri
er.

3.PSCHOLOGI CALBARRI ERS

Psychol
ogyhast o do withthestudyofhumanbehav i
ourand mentalprocesses.
Psychol
ogicalbarr
iersi
nvolv
epeople’
sstat
eofmi nd.Whentheyarehappy,
theyallt
end
tobemor er ecept
ivetoinf
ormati
on.Butiftheyareunhappyortheyhaveworri
est hey
wil
lbeaffectedinthecommunicati
onprocess.

4.SEMANTICBARRIERS
Semanti
csrefer
st ohow meaningsareder
ivedfrom languagesi ncommunicat
ion.
Semanti
csbarri
ersoccurwhent hecommunicati
ngpar t
iesinter
pretsamewor dor
stat
ementdi
ff
erent
ly.Agoodexampl
eofsemanticbar
ri
eriswhenmul t
imeani
ngwor ds
areusedi
ncommuni cat
ion.

5.DI
FFERENCESI
NPERCEPTI
ON

Thisbarri
erdependsonhow onev iewstheworl
d;themindabsor
bsexperi
encesi
na
uniqueandpersonalway
.Becausepercept
ionsar
eunique,
thei
deaonehasdif
fer
sfr
om
otherpeople.Evenwhentwopeopl ehaveexperi
encedthesameevent,t
heirmental
i
magesoft hateventmaynotbeidenti
cal
.

6CULTURALBARRI
ERS

Effecti
vecommuni cat
ioncanbeaf f
ectedbydi f
ferencesincul t
ure.Culturepr ov i
des
peoplewi t
hway softhinkingway sofseei ng,hear i
ngandi nterpreti
ngthewor l
d.Thus
thesamewor dscanmeandi ffer
entt hingstopeopl efrom differentcultures.Some
cultur
esgetv er
yemot ionalwhent heyar edebatingani ssue.Theyy el
l,theycr y,they
exhibitt
heiranger,f
ear,frust
rati
onsandot herfeel
ingsopenly.Ot hercult
urest rytokeep
theiremotionshidden.Allthesedifferencestendt oleadtocommuni cat
ionpr oblemsi f
peopleinvolvedarenotawar eoft hepot enti
alforsuchpr oblems,t heycanev enmor e
l
ikelytofallvict
im ofthem,al t
houghi ttakesmor et hanawar enesst oov ercomet hese
problemsandcommuni cateeffect
ivelyacrosscultures.

12
HOW TOOVERCOMECOMMUNI
CATI
ONBARRI
ERS

i
. Makecommuni
cat
ionsi
mpl
e,cl
earanddi
rect
.

i
i
. Chooset
hemedi
aofcommuni
cat
ioncar
eful
l
y

i
i
i. Pl
anandor
gani
zet
hei
nfor
mat
ionwel
li
nadv
anceoft
hei
nter
act
ion.

i
v. Car
eful
l
yr egul
ate t
he f
low of i
nfor
mat
ion t
o el
i
minat
e unnecessar
y
communicati
on.

v
. Improv
e human rel
ati
ons so as t
oreduce psy
chol
ogi
calbar
ri
ers and
encour
agecooper
ati
on.

v
i. Tryt
obefamil
iarofthecul
tur
eofthepeopleyouarecommuni
cat
ingwi
thso
astoav
oidbar
rier
srelat
edt
ocult
uraldi
ff
erences.

COMMUNI
CATI
ONPRI
NCI
PLES(
7C’
SOFCOMMUNI
CATI
ON)

1.COMPLETENESS
Messageinef
fect
ivecommunicat
ionshoul
dconv eysuffi
cientinf
ormati
onand
i
tsdetai
l
sasmayber equi
redf
orappr
opri
atei
nter
pretat
ionbyt heaudi
ence.

2.CONCISENESS
Conci
senessmeanssimpl e,shortandclearmessage.Eff
ecti
vecommunicat
ion
shoul
d notuse unnecessarywor ds,wor ds whi
ch do notadd val
ue t
ot he
message.I
tshoul
duset heleastpossi
blenumberofappropri
atewor
ds.

3.CLARITY
Ef
fecti
vecommuni cat
ionshoul
densur ether
ei snoconf usion,misreadi
ngor
di
ff
icul
tyinrecei
vi
ngtheinf
ormat
ion.Cl
earwri
ting,
clearf
ont s,cl
earcolor
s,cl
ear
pr
onunciat
ionetcmakescommunicati
ongoodandsuccessf ul.

4.CONCRETENESS
Ef
fect
ivecommunicat
ionhasconcr
etebecausethemessageissuppor
tedwi
th
speci
fi
cfact
s,dat
a,andst
ati
sti
csandhencenoteasi
l
ymisi
nter
pret
ed.

5.COURTESY
Eff
ecti
ve communi cat
ion should show respectt orecei
ver
s,and therefor
e
confi
rmingrespectabil
i
tyoft hesender .Thesenderofthemessagehast obe
si
ncerel
ypol i
te,judici
ous,reflect
ive and good,taki
ng i
nto consi
der
ati
on all
vi
ewpointsaswellassensibili
ti
esoftheaudi ence.

6.CORRECTNESS
Ef
fect
ivecommuni
cat
ionshoul
dbemadeupofcor
recti
nfor
mat
ion.Bot
hthe

13
 messageandt hel
anguageshouldbeatthei
rmostaccur
ate.Cor
rect
nessin
l
anguage – grammar,regi
ster
,dict
ati
on e.
t.
c ar
efundamental
s of good
communicat
ion.

7.COHERENT.
Eff
ect
ivecommunicat
ionhastobeconsi
stent.Thei
deasi
nitshoul
dfl
owf
rom
onepoi
nttothenextt
hroughsmoot
htr
ansi
tions.

FLOW OFCOMMUNI
CATI
ONI
NANORGANI
ZATI
ON

Thisrefer
st odi
rect
ionandthemanneri
nwhi
chi
nfor
mat
ionf
lowsi
nvar
iousl
evel
sof
organizat
ion.I
tincl
udesthefol
l
owi
ng:-

1. Downwar dcommuni cation

2. Upwar dcommuni cation
3. Horizontalcommunicat i
on
4. Di
agonal communication
5. Grapevinecommuni cat i
on

DOWNWARDCOMMUNI CATI ON
Adownwardcommunicationisdef
inedasthety
peofcommunicat
ioni
nwhi
chfl
owof
i
nfor
mationi
nanorgani
zat i
oncomesf r
om thet
opmanagementdowntot
hoseatt
he
l
owerlev
elsi
ntheor
ganizati
onorestabl
i
shment.

Someexampl esofdownwardcommunicati
onincl
udet hefol
lowi
ng:memorandums,
di
rect
ives,managementpol
i
cies,pol
i
cystat
ementset c.Forexampl
eiftheDirector
Gener
alofacompanycommuni cat
estot
heaccountantofacompany,wecancallthat
atypi
calexampl
eofadownwardcommunicati
on.

Advant
agesofDownwar
dCommuni
cat
ion

Downwar
dcommuni
cat
ionpr
ovi
descer
tai
nadv
ant
agest
oanor
gani
zat
ion:
Organizati
onaldisci
pli
ne;Downward communicat
ion f
oll
ows t
he or
gani
zat
ion'
s
hi
erarchy,meaningthator
gani
zat
ionaldi
sci
pli
neandmembercompliancei
smuch
easi
ert omaint
ain.
Eff
ici
ency;Downwardcommuni cati
onoffer
sef f
ici
enci
esbecausei
nstruct
ionsand
i
nformati
oncomef rom thesourcesinpowerthatareabletocoor
dinateacti
vit
ies
fr
om thetopoftheorganiz
ati
on.Employeesreceiv
efeedbackf
rom t
hesuper v
isors

14
 whomanaget
hem.
Eff
ecti
vecommuni
cati
onofgoal s;Uppermanagementcaneasi
lycommuni
cat
e
goal
sandassi
gnr
esponsi
bil
i
tiesr
egardi
ngachi
evi
ngthosegoal
s.
Easeofdel
egat
ion;
Delegat
ionismucheasi
eri
fthedel
egat
ioncomesdi
rect
lyf
rom
thever
ti
cal
communicati
onstr
uctur
erepr
esent
ingt
hechai
nofcommand.

Di
sadvant
agesofDownwar
dCommuni
cat
ion
Di
stort
ion;Downward communicati
ons can become di
stor
ted as i
tpr
oceeds
t
hroughmulti
plel
evel
softheor
ganizati
on.
Slowfeedback;I
ttakestimeformessagestogodownt heorgani
zati
onandthenup
theorgani
zati
onandt henbackdownagain.Thismeansthatfeedbackcanbesl
ow,
resul
ti
nginprobl
ems, especi
all
yinadynamicenvi
ronment.
Inter
pret
ativ
e probl
ems; Downward communi
cat
ion pr
esents i
nter
pret
ati
on
problemsbecauseofthedist
ort
ionef
fectandt
heslow f
eedbackf
ormessage
clari
fi
cat
ion.
Lowers morale;Given t
he t
ime communi
cati
on t
akes and t
he pr
oblem wi
th
di
stort
edmessages,downwar dcommuni
cati
onscanhaveanegativeimpacton
organi
zat
ional
mor al
e.
Notmoti
vat
ing;Gi
vensl
ow f
eedbackandthedependenceonformalchannel
sof
communi
cat
ion,t
hismet
hodofcommunicat
iondoesn'
treal
l
yhel
pwit
hmot i
vati
on.

UPWARDCOMMUNI
CATI
ON

Theupwar dcommunicati
oncanalsobecal l
edthebott
om- upcommuni
cat
ion.I
tist
he
fl
ow ofi nfor
mati
onfrom subor
dinat
est omanagersallofwhowor kwit
hinthesame
organizati
on.A goodexampleofanupwar dcommuni cati
oniswhenanempl oy
ee
l
eav esasuggesti
onfortopmanagersthroughasuggest
ionbox.
Advant agesofUpwar
dCommuni cation
 Dev el
opmentofpl an:Thei nformat i
onr eceiv
edfrom subor di
nateplaysimportant
roletohelpdev el
opmentofpl anningoft heorganizati
on.
 Mot ivati
ng to empl oyees:Upwar d communi cat i
on system al l
owslowerlevel
stafft oexpresstheirattitudeoropi niont oupperl evelstaff
.Asar esultsub-
ordinatesareinfl
uencedt owor kmor etowar dsfulfi
ll
mentt otarget.
 Prov i
dingfeedback:Thesubor dinat
e’sr eact
ionisreturnedtothesuper iori
nthis
communi cat
ionsy stem.So,t opl evelmanagementcandeci dewhatt odoand
whatnotdocl earl
yunder standandf ol
lowed.
 Creating favorabl
e env i
r onment :Upwar d communi cat
ion helps to devel
opa

15
 favorablewor ki
ngsituationinanorgani zati
onbycr eati
ngagoodr elat
ionamong
allemploy ees.
 Promot ehar mony :Upwar dcommuni cationcreat esfri
endlyenv i
ronmenti nthe
organizationwhi chleadt opeacefulandhar moni ousr elati
onshi pamongt he
subordinat esandsuper iors.
 Decision maki ng:Top l evelexecuti
v esorsuper i
orsneed much i nfor
mat i
on
beforet akinga deci sionon a par t
icular issue. Subor dinates suppl yt hi
s
i
nformat iont hroughthehel pofupwar dcommuni cati
on.
 Facil
itati
ngcol lect
ivedeci si
on:Si
nceupwar dcommuni cationi spar t
ici
pati
vein
nature,itscommuni cation all
owst hesubor dinatest o conv eyt heirfeel
ings,
constructivesuggest i
onsand opi nionsand t he wor kr elated i
nt hedeci si
on
makingpr ocess.

Di
sadvant
agesofupwar
dcommuni
cat
ion
In spi
te of hav ing many adv
antages upwar
d communicati
on it i
s not
fr
eefr
om li
mitat
ions of di
sadv
ant
ages. The main di
sadv
antages of upwar
d
communicat
ionareasfol
l
ows:

 Unwil
li
ngness:Sometimes subordi
nat
es don’
tsend t
he inf
ormat
ion t
othei
r
super
iorwi
ll
ingl
y.So,
communi cat
ionsyst
em maybedi
srupt
ed.

 Fearofinef
fici
ency :Themai nprobl
em oftheupwardcommuni cat
ioni
sfearto
super
iors.General l
y super
iors makea questi
onaboutthe employees work
posi
ti
onandef ficiency.Manyempl oyeesfeart
ocommuni cateandshar
et hei
r
i
deas,const
ructi
v esuggesti
onsandopi ni
onswit
hthesuper
iors.

 Indi
scipli
ne:Somet
imesemploy
eescommuni
cat
edir
ect
lytosuper
iorbyav
oidi
ng
properchannelorchai n ofcommand.Here di
sci
pli
nes ar
e notproperl
y
maintained.

 Bypassing:Inthe pr
ocess ofupward communicati
on,someti
mes workers
dir
ectl
yapproachthetopmostauthori
tywit
ht hei
rsuggest
ionsorbypassing
thei
rimmediat
eboss.Thi
sisharmf
ultoanyorgani
zati
on.

 Riskofdistor
ti
onofmessages:I
nupwardcommuni cat
ion,subordi
nateswil
l
ingl
y
dist
ortt
hemessagebecausetheyfeari
ftheyt
ellt
heorigi
nalfacttothei
rbosses,
theymayf acesomepr
oblems.

 Del
ay:
Iti
sani
mpor
tantl
i
mit
ati
onofupwar
dcommuni
cat
ioni
sthel
ongandsl
ow

16
 mov
ementofi
nfor
mat
iont
othehi
gheraut
hor
it
y.

 Super
visor’
snegli
gence:Someti
mest oplevelexecut
ivesdiscour
agetheupward
fl
owofinformati
onandneglecttheconst
ructi
vesuggestionsandopini
onsabout
theworkrel
atedi
ssuesoftheorgani
zati
on.

HORIZONTALCOMMUNI CATION
Thehorizontaltypeofcommuni cati
oncanalsobecal l
edthelat
eralcommunication.It
i
sat ypeofcommuni cat
ioninwhi chworker
sormanager swhohav ethesamelev elof
aut
horit
yi nanor ganizat
ioncommuni cat
edirectl
yamongt hemselves.Agoodex ampl e
ofahor i
zontalcommuni cat
ioncanbeasf ol
lows:WhenaHumanResour cemanager
communi cat
esdi r
ectlyt
oaPr oducti
onManager .Thesetwoarepeopl eatthesame
l
evelofauthorit
ywi thi
ntheorganizati
onorbusiness.

Advant
agesofhor
izont
alcommuni
cat
ion
 Infor malandsweetr elationshi p:Thi si ssamest atusl evel
’scommuni cati
on
syst em.Theyexchangei deas,knowl edgeandt hought s.So,ani nformaland
sweetr el
ationshi pcanbemai ntained.
 Co- or dinationofact i
viti
es:Fort heachi evement soft heexpect edr esultofan
organi zati
oni nterdepar tment alco- ordi nationsy stem mustbedev elopedwhi ch
i
sacr iter
iaofhor i
zontalcommuni cation.
 Depar tment alcommuni cation:Hor izont alcommuni cati
oni sthebestsy stem of
communi cationi ndepar tment al communi cat
ion.
 Endofmi sunder standing:Ther ei snochanceofmi sunderstandingi nhorizontal
communi cationamongempl oyees.So, itishelpfultomanagementf orenhanci ng
mut ual under standingandgooddeci sionmaki ng.
 Qui ckcommuni cati
on and sol ution ofpr oblems:Hor izontalcommuni cati
on
all
owsqui ckt ransmissionofmessagesandsol vescompl expr oblemsi nthe
organi zati
on.
 Linki ng wi th di f
ferentar eas ofexper ti
se:si nce same l evelofempl oyees
exchangei nf ormat i
oni nthiscommuni cat i
on,theycr eategoodl i
nkwi thdiffer
ent
areasofexper t
ise.

Di
sadvant
agesorl
imi
tat
ionsofHor
izont
alcommuni
cat
ion
Hor
izont
alcommunicat
ionhasnotonl
ysomeadv
ant
agesbutal
sosomedi
sadv
ant
ages
whi
charefoll
owed:

 Lack ofunderst
anding:Forlack ofunderst
andi
ng among empl
oyees thi
s
communicat
ionmaynotbesuccessful
.
 Lack ofmot i
vat
ion:Hori
zont
alcommuni cati
on of
ten f
ail
s si
mpl
y because

17
 organization member s are unwi l
li
ng t o expend t he addi ti
onalef fortthatit
requi
res.I tmayr equi recontactwi t
hpeopl einunitsandt hechannel sandr ulesof
i
nteractionmaybeuncl ear.Somet imeswedonotr eallyknowt hesepeopl e.The
needtocommuni catewi ththem makesusuneasyort akestoomucht i
me.
 Rival
ry:Ri valr
ywi thi
nor ganizationsoccur sforexampl ewhent hedi f
ferentlevel
s
ofanor gani zati
onf ailtocooper atewithoneanot her.
 Ignori
ngv ert
icalcommuni cati
on:I nhor i
zontalcommuni cat ionsamel evelof
organizationalmember sarecont actedorexchangei nformat i
onwi theachot her.
Mostoft hecasest heydonoti nform manager soft hehi erarchywhi chbreak
downori gnor ethev erti
calcommuni cation.
 Low pr oduct ivit
y:Hor i
zontalcommuni cat
ion often f ai
ls simpl y because of
organizationalmember sar eunwi l
li
ng t o expend t headdi t
ionalef fortthatit
requi
resandi t
swast ageusef ulandv aluabletimeofsuper iorswhi chleadt olow
productivity.

DIAGONALCOMMUNI CATI ON
A diagonalcommuni cati
oni nanorgani
zati
oni st heprocesswher ebyt hef l
ow of
i
nformat i
oni sbetweenpeoplewhowor kindiff
erentdepartmentsandar eatdi ff
erent
l
ev el
soft heor gani
zation.Agoodexampleofadi agonalcommuni cati
oni swher ea
HumanResour ceManageri ssendi
ngoutinformat i
ont oanaccount sofficerint he
Account i
ngDepar t
ment .Someexper
tsint
hisfi
eldalsodefineDiagonalcommuni cation
ast hepr ocessofshar i
nginfor
mat
ionbetweendi ffer
entstruct
urallevel
swi thi
nan
organizat
ionorestabli
shment .

Anar
chy(
lackofcont
rol
)ist
hemaj
ordi
sadv
ant
ageofdi
agonal
ofcommuni
cat
ion

GRAPEVI
NECOMMUNI
CATI
ON

Grapevi
necommuni cationcanbedef i
nedasani nformalcommuni cati
onwi t
hinthe
organi
zati
onorestablishment.Grapevi
necommuni cationissynony
mouswi thrumors.It
i
st heprocesswherebyar umororleakedinfor
mationcirculat
esamongwor kerswithin
theorgani
zati
on.Inf
ormat ionrecei
vedthroughthegrapev i
necaneitherbetr
ueorf alse
sincei
tismainlybasedonr umors.

Advant
ageofgr
apevi
neori
nfor
malcommuni
cat
ion
Theadv
ant
agesofi
nfor
mal
communi
cat
ionar
egi
venbel
ow:

1. Pr esentgri
evance:Undert
heinfor
malsyst
em t
heemploy
eesdi scl
osethei
r
needs,senti
mentandt hei
remot
ionstoother
sinaut
hor
it
ywithoutfeel
ingany
hesi
tati
on.

18
 2. Al t
er nate sy st em:The managementsomet imes i s notabl et or each all
i
nfor mat ionbyf ormalsy stem.I nfor malsy stem cov erst hegaporf ami li
ari
tyof
formal system.
3. I mpr ovedr elationshi p:Anypr obl em bet weent hewor kersandt hemanagement
canbesol vedbyi nformalsy stem.Soi tmakesgoodr el
ati
onshi psamongt he
empl oy eesandt hemanagement .
4. I ncr easeef fi
ci ency :Undert hei nfor malsy st
em,t heempl oy eesdi scusst heir
probl em openl yandt heycansol vei t.Fort his,thewor kisdonepr oper lyandi t
dev elopst heef ficiencyoft heempl oy ee.
5. Pr ov i
dingr ecommendat ion:I nt hissy stem theempl oyeesinf ormt hei rsuperior
aboutt heirdemands,pr obl
em andt hewayt odev elopt heimplement ationsy stem
oft hewor k.Asar esultitcreat esanoppor tunitytosendt her ecommendat iont o
theirmanagement .
6. Fl exi bil
it
y:Infor malcommuni cat i
oni smor ef l
exiblet hanf or
malcommuni cation
becausei tisf r
eef rom alltypeoff ormal i
ties.
7. Rapi dcommuni cat i
on:Infor malcommuni cati
ont ransmi t
sv eryf ast.Especi al l
y
miss- informat i
onorr umorspr eadr api dlytoot hersint heor ganization.
8. I mpr ovei nterper sonalr elat i
onshi p:Cooper ati
onandcoor dinat i
oni ni nf
ormal
communi cationl eadst oi mpr ov ei nt erpersonalr elationshipwhi chi sv erymuch
essent i
altocar ryoutt hebusi nessact i
v i
tysmoot hly.
Disadvant agesofgr apevi neori nfor malcommuni cation
Thedi
sadv
ant
agesofi
nfor
mal
communi
cat
ionar
easf
oll
ows:

1. Di stortmeani ng:Somet hing t he meani ng and t he subj

ectmat teroft he
i
nformat ioni sdi stortedint hissy stem.
2. Spr eadr umor :Inthissy stem,t hemi ss-informationorr umorspr eadrapidly.The
ori
ginal i
nf ormat ionmaybet ransf ormedt owr onginfor mati
on.
3. Mi sunder st andi ng:Undert hissy stem,gener al
ly,theempl oyeesdonotobeyt he
for
mal aut hor i
zat i
on sy stem. So i t cr eat
es t he opport unity to dev el
op
misunder st andi ng.
4. Mai nt ainingsecr ecyisimpossi ble:I
ni nformal communi cati
onsy stem maxi mum
communi cat ioni smadebyopendi scussion.Soi tisi mpossiblet omai ntai
nt he
secrecyoft hei nformat i
on.
5. Non- cooper at i
on:I nformal communi cation sy stem somet i
mes dev el
ops t he
adversar ycul tureamongt heempl oyees.Sot heyar enottobecooper ati
v ewith
eachot herandt heireffi
ciencymayber educed.
6. Pr oviding par ti
ali nformat ion:nor mal l
yi nformalcommuni cation cont ai
ns
messageswhi char enotcompl ete.

7. No document
ary ev
idence; somet
imes i
nfor
mal communi
cat
ion l
acks

19
 document
aryev
idence.

METHODSOFCOMMUNI
CATI
ON
Thesei
ncl
udet
radi
ti
onal
andmoder
nmet
hodsofcommuni
cat
ion.

a)Met
hodsofTr
adi
ti
onalCommuni
cat
ion

Tr
adi
ti
onal
met
hodsofcommuni
cat
ioni
ncl
udedt
heonesl
i
stedbel
ow:
-

i
. Usi
ngr
unnert
osendmessages

i
i. Fir
esignal
si.
efi
rel
i
ghtatmount
aint
opst
ocommuni
cat
ecer
tai
ninf
ormat
ion
tothepeopl
e.

i
ii
. Li
ghtf
rom t
orchesorl
ongst
ickswav
edatmount
aint
ops

i
v. Dr
um beat
s

v
. Bl
owi
ngofhor
ns

v
i. Wr
it
ingonr
ocks

v
ii
. Or
alst
oryt
ell
i
ng

v
ii
i. Tr
adi
ti
onal
dancer
s

i
x. I
ntui
ti
on(t
hroughsi
xthsenseor
gans)

b)Met
hodsofModer
nCommuni
cat
ion

i
. Oral(
spoken)Communicat
ion;i
sthemet
hodofcommuni
cat
ionwher
epeopl
eput
t
heirmessagebyspeaki
ng.

i
i. Wr i
tt
en Communi cat
ion; i
s the method of communicat
ion that i
nvolv
es
communi cati
ngt hr
oughwr i
tt
endocument
slikel
ett
ers,f
axes,memoranda,el
ect
ronic
mail
,reportse.t
.c.

i
ii
.VisualCommuni cati
on
Thi
smet hodemphasi zestheuseofsuchmat er
ialasdi
agrams,symbols,pi
ctur
esas
wellas si gn language.Otherexampl es ar
e maps,graphics,tr
aff
ic si
gnals and
advert
isementbi l
lboar
ds.Inthi
smet hodthesenderandtherecei
verneedtohav ethe
sameunder st
andingandint
erpr
etat
ionofthemeaningofmateri
alused.

i
v.Audi
o-Vi
sualmedi
um

Thi
sref
erst
otheel
ect
roni
cmedi
athatempl
oyacombi
nat
ionofsi
ghtandsound

20
si
gnals.Theaudi encesareabl et oseeaswel lasheart hespeakers.Thismedi um
i
ncludes tel
evi
sion,t el
ecasts,teleconf
erencing / video confer
encing,f il
ms e.t.
c.
Technologyhasmadeaudi o-vi
sualcommuni cati
on stand outasoneoft hemost
modernizedmediai nthesoci
etytodayandi tissuchav ersati
lemedium thatev enot
her
ty
pesofcommuni cati
onmedi acanbeeasi lyincor
por atedinite.gwr it
ingcanbe
proj
ectedtoaccompanyanewsbr oadcastoverthetel
ev i
sion.

Vi
deoconf
erenci
ng

Av i
deo- confer
encing(orVideoConference)isal i
v evideoconnect
ionbetweenpeople
i
n separ atelocati
ons fort he pur
pose ofcommuni cat
ion orinter
acti
on.Video-
conferencingallowspeoplet ocommuni catevisuall
yfrom anywhereintheworl
d.The
part
icipants oft he confer
ence can see t he pictur
e ofeach ot herwhiletalki
ng
themselv es.Videoconferenci
ngisusedf ormeet i
ngs,int
erv
iews,lect
uri
ng,di
stance
l
earninget c.

Videoconferencingpermitsemployeesinanorgani
zat
iontohavemeet ingswit
hpeopl e
atdif
ferentlocat
ions.Li
v eaudioandvideoi
magesofmember sal
lowt hem t
osee, hear
andtalkwitheachot her.Videoconfer
enci
ngtechnol
ogy,inef
fect
,al
lowsempl oyeest o
conductinteract
ivemeet i
ngswi t
houtthenecessi
tyofallbei
ngphysicall
yinthesame
l
ocation.

v.Non-verbalcommunicati
on;thi
si sthemet hod i
n which i
nfor
mat
ion del
i
ver
ed
wit
houtdi
rect
lyusi
ngv
erbal
izedwords.I
tincl
udesthef
oll
owing:
-

 Facialexpressi
onsuchassmi l
i
ng, bl
i
nking,tear
se.t
.c
 Mout hbehav i
ourlikeyawni ng,bit
ingthelowerli
p,tr
emblinglipse.t.
c
 Bodymov ementandgest ures
 Toneoft hev oi
ce
 Dressandappear ancee.gt hewaywedr essmaydet ermineourpr ofessi
on
 Colourofourdr essmayal sohav emeani ngs
 Touchandcont actpressurei nthi
ngsl i
kefir
m handshake,fondli
ng,slappi
nge.
t.
c

LETTERWRI
TING(
BUSI
NESSLETTERS)

Busi
nessl
ett
ers

Abusinessl
ett
eri
susedtocorr
espondwit
hacompanyoranor
gani
zat
ionabouty
our
busi
nessaff
air
s.Hist
ori
cal
l
y,busi
nesslet
ter
swer
esentv i
apost
almailorcouri
er,
21
al
thought
heI
nter
neti
srapi
dlychangi
ngt
hewaybusi
nessescommuni
cat
e.
Thef
oll
owi
ngar
esomeoft
her
easonsf
orwr
it
ingbusi
nessl
ett
ers:
-

 Whenappl
yi
ngf
orempl
oyment

 Wheny
our
esi
gnf
rom aposi
ti
on

 Wheny
ouaskf
ort
ransf
er

 Youmaywr i
tet
oattr
actnew customer
s,i
ntr
oducenew pr
oduct
sorper
suade
someonet
osharey
ourpoi
ntofv i
ew.

 Al
ett
ermaybewr
it
tent
osomeoneappoi
ntedf
oracer
tai
nposi
ti
on

 E.
t.
c.

Therearemanyst
andar
dty
pesofbusi
nessl
ett
ers,andeachoft
hem hasaspeci
fi
c
focus:
-
SalesLetters
Typicalsaleslett
ersstar
toffwithaverystr
ongstatementtocapturet
heint
erestofthe
reader.Sincet hepurposeist ogetthereadertodosomet hing,t
heselet
ter
sinclude
strongcallstoact i
on,detai
lthebenefi
ttothereaderoftakingtheacti
onandinclude
i
nf ormati
ont ohelpthereadertoact,suchasincl
udingatelephonenumberorwebsite
l
ink.
OrderLet
ter
s
Orderlet
ter
saresentbyconsumer sorbusi nessest
o a manufactur
er,retai
l
eror
wholesal
ertoor
dergoodsorser
vices.Theselett
ersmustcont
ainspecif
icinf
ormati
on
suchasmodelnumber,nameoft heproduct,t
hequanti
tydesi
redandexpect edpri
ce.
Paymentissometi
mesincl
udedwiththel
etter
.
Compl ai
ntLetters
Thewor dsandt oney ouchoosetouseinalet
tercomplai
ningtoabusinessmaybethe
deci
dingfactoronwhet hery
ourcomplai
nti
ssat i
sfi
ed.Bedirectbutt
actf
ulandal
ways
useapr of
essionaltoneifyouwantthecompanytoli
stentoyou.
AdjustmentLett
ers
Anadj ustmentlett
erisnormall
ysentinresponseto aclai
m orcompl ai
nt.Ifthe
adjust
menti si
nt hecust
omer’
sfavor
,begi
nt hel
ett
erwitht
hatnews.I
fnot,keepyour
tonefactual
andletthecust
omerknowthatyouunder
standt
hecomplai
nt.
I
nquir
yLetters
I
nquir
ylett
ersaskaquest ionorel i
citi
nfor
mati
onf r
om thereci
pient
.Whencomposi ng
thi
stypeoflett
er,keepitclearandconciseandli
stexactl
ywhatinformati
onyouneed.
Besuretoincl
udey ourcontacti
nformati
onsothatiti
seasyforthereadert
orespond.

22
Fol
low-
UpLetter
Fol
l
ow-uplet
tersareusuallysentaf
tersomet y
peofi ni
tialcommunicati
on.Thiscoul d
beasalesdepart
mentt hanki
ngacust omerforanor der,abusinessmanr ev
iewingt he
out
comeofameet ingoraj obseekerinqui
ringaboutthest at
usofhi sappli
cation.In
manycases,
theselett
ersareacombi nat
ionthank-
younot eandsaleslet
ter.
Lett
ersofRecommendat i
on
Prospecti
veempl oyer
sof t
enaskj obappli
cantsforlet
tersofr
ecommendati
onbef or
e
theyhir
et hem.Thistypeoflett
erisusual
l
yf r
om apr ev
iousemploy
erorpr
ofessor
,and
i
tdescribesthesender’sr
elat
ionshi
pwithandopinionofthej
obseeker
.
Acknowl edgmentLetters
Acknowl edgmentlett
ersactassi
mpl erecei
pts.Businessessendt
hem t
oletot
her
s
know thatt heyhav
er ecei
vedapr
iorcommuni cat
ion,butacti
onmayormaynothav
e
takenplace.
CoverLet ter
Coverlettersusual
lyaccompanyapackage,r
eportorot
hermerchandise.Theyareused
todescribewhati senclosed,
whyiti
sbeingsentandwhattherecipi
entshoulddowi t
h
i
t,i
ft her
ei sanyactionthatneedst
obetaken.Thesetypesofl
ettersaregeneral
l
yv er
y
shortandsucci nct
.

Resignat
ion
Whenanempl oyeeplanstol
eav
ehisjob,al
etterofresi
gnat
ionisusual
lysenttohis
i
mmedi atemanagergivi
nghim not
iceandletti
nghim know whent helastdayof
employmentwil
lbe.I
nmanycases,t
heemployeealsowil
ldetai
lhi
sreasonforleav
ing
thecompany.

PARTSOFABUSI NESSLETTER
Abusinessl
etterconsi
stsoft
hefol
l
owi
ng:
-
Sender’
sAddress

Thisconsi
stsofthewri
ter
’saddr
essandt
hecur
rentdat
e.Eachwor
dint
hesender
’s
addressi
scapi
tal
i
zed.

Dat
e

Thi
sisf
ull
Cal
endarDat
eofwhent
hel
ett
erwaswr
it
ten,
forexampl
e:-

 Oct
ober30,
2016

 30thOct
ober
,2016

 30/
10/
2016

23
  30-
10-
2016

Refer
enceNumber s
Mostbusinessl
etter
shavereferencenumbers.Ar
eferencenumberser
vestoi
denti
fy
ei
therthedepar
tmentfr
om whi chthelet
terwaswr
itt
enort hepar
ti
cul
arfi
l
einwhichthe
corr
espondenceistobefound.

Usual
lythelastnumberoft
her
efer
encescoul
dbet
hef
oli
ooft
hatpar
ti
cul
ar
cor
respondence.

Exampl
e:Ref
.TI
A/EX/
C.1/
VOL.
V/001

Ref
.No.TI
A/J/
43/
VOL.
I/
030

Recei v er’sAddr ess

Thisi st headdr essoft heper sonorbusi nessbeingcont acted.Itstartswi tht hereader ’s
nameorr eader ’st itl
et henf ollowedbyt hebusi nessaddr ess.Thepunct uati
onand
capital i
zat ionshoul df ollowt hesamest yleusedint hesender ’saddress.
Salut ation
Thisi st hegr eet ingt hatbegi nst hel etter.Itnormal l
ybegi nswi ththewor d“ Dear ”and
alway si ncludest heper son’ sl astname.I fthenameoft heper sony ouar ewr it
ingt oi s
notknown, uset hewor ds“ DearSi r/Madam.Thegr eetinginbusi nessl ett
eral way sends
i
nacoma.
Subj ectorRef erenceLi ne
Thisi st het hemeoft hel etter.Itshoul dbeshor tandcl earandi sal way swr itteni n
capitall etters. Exampl e1:RE:I NVI TATI ON FOR A MEETI NG,Exampl e 2:RE:
APPLI CATI ONFOREMPLOYMENTASDI RECTOR
Bodyoft hel etter
Itcont ai nst heact ualmessageoft hel et t
er.Iti
ncludes:
 I ntroduct oryPar agr aphs
 Di scussi onPar agr aphs
 Concl udingPar agr aphs
Keep i n mi nd t hatbusi nesscor respondence t ends t o be shor tand t ot he poi nt.
Businessl et tersgener allyhav emor ef ormaltonet hanper sonalletters,whi cht endt o
haveamor econv ersat i
onal tone.
Closi ng
Thisendst hel et t
er.“ Si ncer el
y”i st hemostcommon cl osi
ng i n businessl ett
ers.
Sincer elyi susual l
yusedwheny ouknow t heper son.Ot herpossi blecl osingsi nclude
“Faithful ly”whi chi susedwheny oudonotknow t heper son,“ Respect f
ully”and“ With
bestr egar ds” .Thef irstwor doft hecl osingiscapi t
alized.Acommaf ollowst hel ast
wor d.
Signat ur e

24
I
tshowst hesignednameofthewri
ter
Nameoft hewr i
ter
Anameshoul dappearonl
yoncebeneatht
helett
erbody.
Enclosur
es
I
tshowsi temsaccompanyi
ngalett
er.
Copies
I
tindicat
esthatacopyoft
helett
erhasbeensenttootheri
ndi
vi
dual
swher
edue.

THEADDRESSFORMAT

Bl
ockFor
mat

I
nthebl
ockl
ayout
,al
lel
ement
sar
eal
i
gnedt
othel
eftmar
gin.

HESHI MASECONDARYSCHOOL,
P.O.BOX300,
MWANZA.
30thNovember
,2015.

THEHUMANRESOURCEMANAGER,
P.
O.BOX200,
DODOMA.

DearSi
r/Madam,

RE:APPLI CATI
ONFOREMPLOYMENTASADMI NI
STRATI VEASSISTANT
t
h
Inrefer
encetotheadv ert
isementintheDail
yNewsof15 Oct ober,
2015, Iam appl
yi
ng
fortheabovepositi
oni nyourreput
ableorgani
zati
on.IholdaBachelorDegreeinPubli
c
Admi ni
str
ati
onf r
om Mz umbeUni versi
tywhichIcompl etedin2012andser vedas
admi ni
str
ati
veSecretaryintheDepar tmentofImmi gr
ati
onint heMi ni
stryofForei
gn
Affai
rsfortwoyears.

Idesireto expand myexperienceandexploitmypot enti

albywor king i
namore
chal
lengi
nginstit
uti
on,andIam conf i
dentt
hatmyknowl edge,exper
ienceandwor
k
ethi
cswil
lmakemev eryusef
ulassetf
orVodacom Tanzani
a.

Ihaveencl
osedmyCurri
cul
um Vi
taefory
ourat
tent
ioni
nthatr
egar
dandIam l
ooki
ng
for
wardtoafavor
abl
econsi
der
ati
on.

Your
sFai
thf
ull
y,

25
……………………
BAHATIAMANI

Modi
fi
edBl
ockFor
mat

I
nt hemodif
iedblockformat,mostofthel
ett
eri
swri
tt
enwi t
hleftal
ignment
,butthe
headi
ng,complementarycloseandsignat
urebl
ockal
ignedvert
ical
l
ywi t
ht heri
ght
margin.

HESHI
MASECONDARYSCHOOL,
P.O.BOX300,
MWANZA.
t
h
30 November,
2015.

THEHUMANRESOURCEMANAGER,
P.
O.BOX200,
DODOMA.

DearSi
r/Madam,

RE:APPLI CATI
ONFOREMPLOYMENTASADMI NI
STRATI VEASSISTANT
t
h
Inrefer
encetotheadv ert
isementintheDail
yNewsof15 Oct ober,
2015, Iam appl
yi
ng
fortheabovepositi
oni nyourreput
ableorgani
zati
on.IholdaBachelorDegreeinPubli
c
Admi ni
str
ati
onf r
om Mz umbeUni versi
tywhichIcompl etedin2012andser vedas
admi ni
str
ati
veSecretaryintheDepar tmentofImmi gr
ati
onint heMi ni
stryofForei
gn
Affai
rsfortwoyears.

Idesireto expand myexperienceandexploitmypot enti

albywor king i
namore
chal
lengi
nginstit
uti
on,andIam conf i
dentt
hatmyknowl edge,exper
ienceandwor
k
ethi
cswil
lmakemev eryusef
ulassetf
orVodacom Tanzani
a.

Ihaveencl
osedmyCurri
cul
um Vi
taefory
ourat
tent
ioni
nthatr
egar
dandIam l
ooki
ng
for
wardtoafavor
abl
econsi
der
ati
on.

Your
sFait
hful
l
y,
……………………
BAHATIAMANI

Semi
-bl
ockFor
mat

26
Semi-
blocklayouti
scloset
othemodi
fi
edbl
ockst
yleexceptt
hatt
hest
artofeach
par
agraphisindent
ed.

HESHI
MASECONDARYSCHOOL,
P.O.BOX300,
MWANZA.
t
h
30 November,
2015.

THEHUMANRESOURCEMANAGER,
P.
O.BOX200,
DODOMA.

DearSi
r/Madam,

RE:APPLICATI ONFOREMPLOYMENTASADMI NISTRATI VEASSI STANT

th
Inref
er encet otheadvert
isementintheDai l
yNewsof15 Oct ober,2015,Iam
appl
yi
ngfort heabov epositi
oniny ourr
eputabl
eor ganizat
ion.IholdaBachelorDegree
i
nPublicAdmi nistr
ati
onf r
om MzumbeUni versi
tywhichIcompl et
edin2012andser ved
asadmini
strativeSecretar
yintheDepartmentofImmi grat
ionintheMinist
ryofForeign
Aff
air
sfortwoy ear
s.

Idesi
retoexpandmyexper i
enceandexpl
oitmypot enti
albywor ki
ngi
namore
chal
lenginginst
it
uti
on,andIam conf i
dentt
hatmyknowl edge,exper
ienceandwor
k
ethi
cswi l
lmakemev eryusef
ulassetf
orVodacom Tanzani
a.

IhaveenclosedmyCur r
icul
um Vit
aefory
ourat
tent
ioni
nthatr
egar
dandIam
l
ooki
ngforwar
dt oaf av
orabl
econsider
ati
on.

Your
sFait
hful
l
y,
……………………
BAHATIAMANI

Let
terwi
thU.
F.S

U.F.
S(UnderForwardedSignatur
e)isusedwhenwr i
ti
ngal
ett
eri
fthel
ett
erhast
obe
seenfi
rstbyacert
ainoff
icer/person,
forf
orwar
ding

P.
O.BOX………………,

PL
ACE…………………
.

27
 DATE……………………
DEPUTYVI
CECHANCELLOR(
ACADEMI
CS)
,

UNI
VERSI
TYOF……………………,

P.O.BOX…………,

PL
ACE………………….

UFS

DI
RECTOROFUNDERGRADUATESTUDI
ES,

UNI
VERSI
TYOF………………,

P.
O.BOX……………,

PLACE………….
.

UFS

HEADOFCOMPUTERSCI
ENCEDEPARTMENT,

UNI
VERSI
TYOF………………,

P.
O.BOX………………,

PLACE………………

DearSi
r/Madam,

RE:ASKI
NGFORSELECTI
ONRECONSI
DERATI
ON

Refertot heheadi
ngabove;Iam………………amongt hestudentswhoappl i
edf
orstudyi
ng
diploma i n comput
er science thi
s academi cyear ……………. atcomputer sci
ence
departmentasal ateappl
icant.Isuccessful
lycomplet
edmycer t
if
icat
eini
nformati
on
technology………………………………………andi twasmyi nt
enti
ont ojoi
ndi pl
omaincomputer
scienceat…………bu tun
for
tunate
lyI
didn’
tqual
i
fy.

Iregrett
hatduet ounawar enessoft heinfor
mat i
ononsel ecti
oncr i
ter
ia,Iunknowingly
unchecktheoptiontoacceptcer t
ifi
catei
fIdonotqual if
yfordiplomabutIwoul dl
iket o
expressmyinteresttojoinCertif
icateinComput erSci
enceandduet othef act
oroftime
andsupport(sponsor ship)conditi
on,Ibegy out oreconsi
dermyappl i
cationandof fer
meadmi ssi
ont oCe r
ti
fic
ateinComput erSci
encefort
hisacade
mi cyear…………

I
twouldbeagr
eathonorformeifmyrequestwi
l
lbeaccept
edandgi
venanoppor
tuni
ty
t
opursuemyst
udiesatyourhi
ghl
yest
eemeduniver
sit
y.

Your
sFai
thf
ull
y,

28
 Si
gna
tur
e ………….
Name..
.…………..

ALet
terwi
th“
CC”att
heend

Ifyouar esendingacopyofalett
erandencl
osur
estosomeoneot
hert
hanwhoi
s
addressedto,t
hisisnot
edbyCC,
whichst
andsf
orcopyt
o.

Thet erm“ CC”i

sanabbr evi
ati
onof“ CarbonCopy ”ormorecommonl y“Court
esyCopy”.
Backi nthedaywhenpeopl ewerer el
iantontypewrit
ersandcarboncopy,t
heyusedthe
notati
on“ CC”atthebot tom ofal ettertodenotewhowasr ecei
vingacar boncopy.
Technologyhasr enderedt y
pewr i
ter
sandcar bonpaperpracti
call
yobsolete,butt
he
notati
onhassur v
ived.Whi l
esomepeopl estil
luset heter
m “ CarbonCopy ”
,more
commonl ymeans“Cour t
esyCopy ”.I
ti spl
acedatt heendofabusi nessl
ettertoal
ert
therecipi
entaboutwhoel sewil
lrecei
v eacopy.

Typethel
ett
ers“
CC”foll
owedbyt
henamesofal
lpeopl
ebesi
dest
headdr
esseewho
ar
erecei
vi
ngthel
ett
er.

Exampl
e:-

Your
sSi
ncer
ely
,

M.Masat
u

Maf
uruMasat
u

CC:
TheGeneralManager,
TumainiCompanyLtd,
P.O.Box768,
Mwanza.

WRI
TINGC.
V

Curri
cul
um Vit
aeisabr
iefaccountofaperson’seducat
ional
qual
i
ficat
ionsandprev
ious
experi
encesentwi
thaj
obappl i
cati
on.Thefol
lowingaresomeoftheusesC.V:-

 Admissiontogr aduat
eschoolasapar tofanappl
i
cat
ionpackagef
oragr
aduat
e
assi
stantshi
porscholarshi
p.
 Academi cdepartmentsandoccupancyrevi
ews
 Forappointmentstovari
ouspositi
ons.
 Anyprofessionalemploymentappl
icat
ion.

29
  Pr
ofessi
onal
associ
ati
onl
eader
shi
pposi
ti
ons

SAMPLEOFC.
V

CURRI
CULUM VI
TAE

A:PERSONALDETAI
LS

SURNAME : SAHANI

OTHERNAMES : KI
BAKULIKI
JIKO

DATEOFBI
RTH : 19/
04/
1990

PLACEOFBI
RTH : I
LEMELA-
MWANZA

SEX : MALE

RELI
GION : CHRI
STI
AN

NATI
ONALI
TY : TANZANI
AN

LANGUAGES: KI
SWAHILIANDENGLISH
ADDRESS : P.O.BOX1610,MWANZA
MOBILEPHONE : 0752-339763

E-
MAI
LADDRESS : sahani
ki
bakul
i
@gmai
l
.com

B:OBJECTIVE:Towor
kwit
hanorgani
zati
onthatoff
ersachallengi
nganddy
nami
c
envi
ronmentandwhi
chpr
ovidest
heopport
uni
tyforcareerdev
elopment.

C:EDUCATI
ONBACKGROUND

YEAR I
NSTI
TUTI
ON AWARD

2014–2016 Tanzani
aInst
it
uteofAccount
ancy Di
plomai
nAccount
ancy

2012–2013 Tanzani
aInst
it
uteofAccount
ancy Basi
cTechni
cianCer
ti
fi
cat
ein
Account
ancy

2008–2012 MwanzaSecondar
ySchool Cert
if
icat
eofSecondar
yEducat
ion
Examinat
ion

30
2001–2007 Ki
rumbaPr
imar
ySchool Pr
imar
ySchoolLeav
ingCer
ti
fi
cat
e

D:WORKEXPERI
ENCE

2013–2014 : CASHI
ERATCOCACOLACOMPANYLI
MITED,
MWANZA.

E:TRAI
NINGANDPROJECTWORK

YEAR NAMEOFORGANI
ZATI
ON

01/
07/
2012– Fi
eldPr
act
iceatMwanzaCi
tyCounci
l
31/
07/
2012

01/
07/
2015– Fi
eldPr
act
icalTr
aini
ngatTanesco-Mwanza
01/
08/
2015

F:COMPUTERSKI
LLS

 Fami
li
arwit
hwordprocessi
ngpackagessuchasMi
crosof
tWor
d,Excel
,and
PowerPoi
ntknowl
edge.

G:HOBBI
ES

 Pl
ayi
ngcr
icket
.

 Readi
ngbooks.

H:DI
STI
NCTI
ONS

 WasGeneral
Secr
etar
yatTanzani
aInst
it
uteofAccount
ancySt
udent
s’
Or
gani
zati
on.

 Iam har
dwor
kingandabl
etowor
kunderpr
essur
ewi
thmi
nimum super
visi
on.

I
:REFEREES

1.MR.ALLYMI
KIDADI
,

ASSI
STANTLECTURER,

TANZANI
AINSTI
TUTEOFACCOUNTANCY,

31
 P.
O.BOX5247,

MWANZA,
TANZANI
A

MOBI
LEPHONE:
0753243730

2.MRGEORGESTEPHENMAKUNE,

ASSI
STANTLECTURER,

TANZANI
AINSTI
TUTEOFACCOUNTANCY,

P.
O.BOX5247,

MWANZA.

MOBI
LEPHONE:
0752-
699762.

DECLARATI
ON:Idecl
aret
hatt
hei
nfor
mat
iongi
venabov
eist
ruet
othebestofmy
knowl
edge.

Si
gnat
ure………………

Ki
bakul
iKi
ji
koSahani

07thJanuar
y,2016

32
REPORTWRITI
NG
Thewor
d“r
eport
”comesf
rom t
heLat
inwor
d“r
epor
tar
e”meani
ng“
tobr
ingback”
.

AReportisaformalstat
ementofr
esult
sofinvesti
gati
onofanymatt
erorwhi
chdefi
nit
e
i
nf or
mati
onisrequi
red.
OR
A Reportisadocumenti nwhichagi v
enpr obl
em isexaminedfort
hepurposeof
conveyi
ng informati
on, r
eport fi
ndings, putt
ing for
ward ideas and making
recommendati
ons.

TOREPORT;Meanst ogi
veanaccountordescr i
pti
onofev ents,experiencesort
osay
forexampl
e,whathas been done on a cer
tain subject
.I tcan al so mean t
o go
somewhereandsaywhathashappened.I
tcanal someant omakeacompl ai
ntabout
someone/somethi
ngtosomeoneelsee.g.Her eportedtheboyt ot heHeadmasterfor
makingnoi
se.

WHATARETHEMAI
NADVANTAGES/
BENEFI
TSOFREPORTWRI
TING?

33
Akr
an,
G(2010)i
dent
if
iest
hef
oll
owi
ngadv
ant
ages/
benef
it
sofr
epor
twr
it
ing:
-

 Repor
tgi
vesconsol
idat
ed&updat
edi
nfor
mat
ion

Areportprovi
desconsoli
dated,factualandanup- t
o-dat
einformat
ionabouta
par
ti
cul
armat t
erorsubject.I
nfor
mat ionintherepor
tiswellorgani
zedandcan
beusedforfut
urepl
anni
nganddeci si
onmaki ng.
 Repor
tasameansofi nternalcommuni cati
on

Ar eportactsasaneff
ecti
vemeansofcommunicat
ionwi
thi
ntheor
gani
zat
ion.I
t
providesfeedbackt
oempl oy
ees.Iti
spr
eparedf
ort
heinf
ormati
onandgui
dance
ofot her
sconnectedwit
hthemat t
er/pr
oblem.

 Repor
tfaci
li
tat
esdeci
sionmaki
ngandpl
anni
ng

Reportprovi
der eli
abl
edat
awhichcanbeusedi ntheplanni
nganddeci
sion
makingprocess.Itact
sasatr
easur
ehouseofr
eli
abl
einf
ormati
onforl
ongt
erm
pl
anninganddecisionmaki
ng.

 Repor
tdi
scl
osesunknowni
nfor
mat
ion

Report
sprovideinfor
mati
on, whichmaynotbeknownpr evi
ously
.Thecommi tt
ee
member scoll
ectdata,draw conclusi
onsandprovi
deinformati
onwhichwillbe
newtoallconcernedpart
ies.Evennewbusinessoppor
tunit
iesar
evisi
blet
hrough
unknowninformati
onavailabl
eintherepor
ts.

 Repor
tgi
vesI
nfor
mat
iont
oempl
oyees

Report
sar eavai
l
abletomanagersanddepar t
mentsfori
nter
naluse.Theyar
e
widel
yusedbyt hedepar
tmentsforguidance.Repor
tprovi
deaf eedbackt
o
employeesandareusef
ulf
orthei
rsel
f-
improvement.

 Repor
tgi
vesr
eli
abl
eper
manenti
nfor
mat
ion

Theinfor
mationprovidedbyarepor
tisapermanentaddit
iontot
heinf
ormati
on
avail
abl
etot heoff
ice.Wehavecensusrepor
ts(prepar
edsincel
ast100year
s)
whichareusedeventodayforr
efer
encepur
pose.

 Repor
tfaci
li
tat
esf
rami
ngofper
sonnelpol
ici
es

Cer
tainr epor
tsrel
ati
ng t
o employees ar
e usefulwhi l
e pr
epar
ing per
sonnel
pol
i
cies such as pr
omotion pol
i
cy,trai
ning pol
icy and wel
far
ef aci
li
ti
es t
o
employees.

 Repor
tgi
vesi
nfor
mat
iont
oshar
ehol
der
s

34
 Somecompanyr epor
tsarepreparedev eryyearfort
hebenef i
tofshar
ehol
ders.
Annualr
eportforexample,i
spr eparedandsentt oallshar
eholder
sbefor
ethe
AGM.Itgi
vesinformati
onaboutthepr ogressofthecompany.

 Repor
tgi
vesi
nfor
mat
iont
otheRegi
str
ar

Annualr
eportandannualaccount
saresenttotheRegi
str
areveryyearf
or
i
nformat
ion.Suchr
eport
senablethegov
ernmenttokeepsuper
visi
ononthe
compani
es.

 Repor
tsol
vescur
rentpr
obl
ems

Repor
tsareusefult
omanagerswhil
edeali
ngwi
thcur
rentprobl
emsfacedbyt
he
company.Theyprov
idegui
dancewhi
ledeal
i
ngwi
thcomplicat
edprobl
ems.

 Repor
thel
psdi
rect
orst
otakepr
omptdeci
sions

Companyr epor
tsrelatetoint
ernalworki
ngofthecompanyandar eext
remely
usefult
odirect
orsindecisi
onmaki ngandpoli
cyfr
aming.Repor
tsgiv
ereli
abl
e,
updatedanduseful
informat
ioninacompactform.

FEATURESOFAGOODREPORT
 Itshoul
dbefactual;thatmeansnoti maginat
ive.Thewordsshoul denablet
he
readert
ovi
suali
zedi sti
nctlywhathasbeenwr itt
en.
 Itshoul
dbeobjecti
v e;thatmeanst hereshouldbenopersonalopi ni
on,nobi
as
e.t.
c.
 Itshoul
dbeorderl
yar ranged
 Itshoul
dbecompr ehensi ve;thatmeansconciseandcompl ete.
 Itshoul
dbedetai
led; al
l t
her elevanti
nfor
mat i
onshouldbeincluded.
 Itshoul
dbecl
earandaccur ate

THEKEYSTOWRI
TINGGOODREPORTSARE:
 Under
standi
ngt
het
ypesofwr
it
ingar
epor
tinv
olv
es
 Bei
ngabl
etoi
dent
if
ytheaudi
enceandpur
poseofy
ourr
epor
t
 Knowi
nghowr
epor
tsar
ereadbyy
ouraudi
ence
 Knowi
ngt
hepur
poseofeachsect
ioni
nar
epor
t(notj
ustwher
ethei
nfor
mat
ion
goes)
 Under
standi
nghow goodor
gani
sat
ionofy
ourr
epor
thel
pst
her
eaderf
indt
he
i
nformati
ontheywant
 Bei
ngabl
etocommuni
cat
ewel
lbot
hinwr
it
ing andusi
nggr
aphi
cal
dat
a

35
TYPESOFREPORTS
1.ORALREPORTS
Thisreportaimsatl ett
ing someone who wasabsentatthe pl
ace awar
e ofthe
happeningsatthatpl
ace,orsomeonesaidtosomeoneelseatt
hatpointoft
imee.g.
Eyewitnesswhichisthe feedbackfr
om theper
sonwhowaspr esentwhenanevent
tookplace.

2.ROUTINE/PERIODIC/PROGRESSREPORTS
Thesearethemostcommont ypesofr
epor
tsandar
ewr
it
tenatr
egul
ari
nter
val
se.
g.
Customerser
vicer
eport
s.

3.I
NVESTIGATIVEREPORTS
Thesemayor i
ginat
efrom organi
zat
ionscommi ssi
oning anot
herbody/peopl
eto
i
nvest
igat
eamat ter
,aquesti
onorasi tuat
ioni
nwhi chrecommendati
onoradvi
cei
s
gi
venonamat t
er.

4.I
NFORMATI VEREPORTS
These ar
ereport
sthatexami
nebusi
nesssi
tuat
ions/
probl
emsand pr
ovi
def
act
ual
i
nformati
on.

5.BUSINESSPLAN/PROPOSAL
Businesspl
an/
proposal
sar eper
suasi
verepor
tsthatat
tempttosecur
enew busi
ness.
Theyanswerallt
hebasicquesti
onsthatthei
nvestormightwantt
oknow.Thereport
wri
termustwri
teconvi
ncingl
y.

6.SPECI
ALREPORTS
Thesear
erepor
tsspeci
fi
ctocer
tai
norgani
zati
ons.Theymayor
igi
nat
efr
om t
hewri
ter
hi
mselfdi
scl
osi
ngacertai
nnon-r
outi
nematter
.Fi ngsofanadhoccommi
ndi tt
eeare
al
sospeci
alr
eport
s.

7.TECHNICALREPORTS( SCIENTIFI
CREPORT)
Thesedescri
betheprocess,pr
ogress,orresul
tsoftechnicalorsci
enti
fi
cresearchor
the st
ate ofa techni
calorsci enti
fi
cr esearch pr
oblem.I tmi ghtalso incl
ude
recommendati
onsandconclusi
onsoftheresearch.

8.COURTREPORTS
Thesear
ever
yspeci
fi
c,deal
i
ngwi
thmat
ter
srel
ati
ngt
oacour
tofl
aw.

9.JUSTIFICATI
ONREPORTSWI THRECOMMENDATI ONS
Often,t
hemanagerialpeoplehavet
ojust
if
ythei
rdeci
sions.Just
if
icat
ionr
epor
tsi
ncl
ude
factsgather
ed,
int
erpreted,
offer
ed,
andrecommendati
ons.

36
10.FEASI
BILI
TYREPORTS
Basedontheanal
ysi
sofbusi
nesspr
oposi
ti
on,feasi
bil
it
yreport
saresubmi
tt
edsot
hat
hi
gheraut
hori
ti
escandeci
dewhet
hert
oproceedwiththeproj
ectornot
.

11.RESEARCH/ACADEMI CREPORT
Researchist
hebackboneofanyorgani
zati
on.Decisi
onsaboutgr
owt
hdependsomuch
onresearcht
hati
thastobeconti
nuouslycarr
iedout.

SOURCESOFDATA

Thesei
ncl
udepr
imar
yandsecondar
ysour
cesofdat
a.

1.PRIMARYSOURCES;t
heyi
nvol
veper
sonalsour
cesanddi
rectsour
cesasshown
bel
ow:
-
(
i)
.PERSONALSOURCES

Refert
oper sonswhom youcanwr i
te,phoneorspeakt o-whohav ethefir
st
handinformati
one.g.intheSal
esincrement,peopl
ewhohav et
hef i
rsthand
inf
ormationaresal
esrepr
esent
ati
ves,cust
omers,shopkeeper
se.t
.c.

(
ii
).DI
RECTSOURCES(
FIELDEXPERI
ENCE)

Thisrefer
sto sel
f-eval
uat
ionoftheproblem gi
ven.Iti
nvol
vesaski
ngand
observi
ngforyour
selfandconduct
ingexperi
ment
si .
eyouweartheshoesof
thecustomer
s.

2.SECONDARYSOURCES:WRI TTENSOURCES
These i
nclude books,Papers,Newspapers,Repor
ts( on t
he same subj
ect
matter
)Fil
ese.t
.cconsult
edinthecourseofwri
ti
ngar epor
t.

PLANNI
NGAREPORT

I
tisimpor
tanttopl
anar
epor
tbef
orewr
it
ingi
t.St
epsi
nvol
vedi
npl
anni
ngi
ncl
ude
t
hefoll
owi
ng:-

(
i)
.Under
standt
hescope/
ext
entandpur
poseoft
her
epor
t.

(
ii
).Anal
yzet
het
argetaudi
encef
orwhom t
her
epor
tismeant
.

(
ii
i)
.Inv
est
igat
ethesour
cesofi
nfor
mat
ion.

(
iv)
.Or
gani
zet
hemat
eri
al.

STEPSI
NREPORTWRI
TING

STEP1:
Det
ermi
net
hegoal
oft
her
epor
ti.
ewhati
sther
easonf
orwr
it
ingt
her
epor
t?

37
STEP2:Eval
uatet
her
eader
shi
p;whowi
l
lreadt
her
epor
t?Accor
dingl
ydet
ermi
net
he
i
nputandsty
le.

STEP3:Conductresear
ch;i
dent
if
ythemet
hodsy
ouwi
l
luset
ocol
l
ect
,anal
yzeand
pr
esentt
heidea.

STEP 4:Getdown wri

ti
ng t
he act
ualr
epor
t;dev
elopi
ng t
he mai
nideas and
subst
ant
ivewi
thf
act
s.

STEP5:Revisether epor
tandcorr
ectallthefl
aws.Rev
iset
heent
ir
erepor
ttosee
thati
tisl
ogi
cal
,clearandhasal
ltherel
evantdet
ail
s.

PATTERNS/
OUTLI
NEOFFORMALREPORT

(
a).TI
TLEPAGE

Gi
vestheAUTHOR’SNAME,SUBJECTofthereport
,theDATEofthecomplet
ionof
t
herepor
t,andi
dent
if
icat
ionoft
heaut
hor
it
yforwhom ther
epor
twasprepar
ed.

(
b).THECONTENTS’
PAGE

I
tispreparedaft
ert
hereporthasbeencomplet
ed(v
eryi
mportanti
nfor
malr
eports)
.
I
tli
stsallsect
ionswi
thref
erences.I
ftabl
esorfi
gur
esused,t
heyshoul
dbeli
stedin
aseparatepage.

(
c).EXECUTI
VESUMMARY(THESUMMARYOFTHEREPORT)

I
tinvolvesbri
efstatementsintheful
lcont
entsofthebodyandr ecommendati
ons.I
t
usesgenerali
zedstatementsandav oi
dsdetai
lsavai
lableinthereport
.Itsi
mpl
ytell
s
thereaderwhatwasdone, howitwasdoneandhowi tallended (Remembersome
peopleareinter
estedinreadingaSummar yfir
stasi tsti
mulatesreadi
ngthewhole
report
).

Di
ff
erencebet
weenABSTRACTandSUMMARY

Anabst
racti
sanov er
viewoft
heent
ir
etext
.Iti
ssomet
imesknownassynopsi
s.I
tis
ashort
,halfto onepagesummar ywhereeachnew sentencei
ntr
oducesnew
i
nfor
mation.

Execut
iveSummar yisaconciseoutl
ineofthemainpoint
sinareport
.Itmayconsi
st
ofseveralpagesf oralongr epor
tandmayi ncludeheadi
ngsanddotpoi nt
sor
numberedpoints.Li
keabst
ract,i
tshouldbewri
ttenaft
erther
eporti
scomplet
ed.

(
d).ACKNOWLEDGEMENTS

38
Gi
vethankstothepeopl
ewhohav
ehel
pedy
oui
nthecour
seofpr
epar
ingand
wr
it
ingther
epor
t.

(
e).DEDI
CATI
ON

A dedicat
ion i
st he expr
essi
on off
ri
endl
yconnect
ion ort
hanksbytheauthor
towar
dsanot her
.Itcanoccupyoneormulti
plel
i
nesdependi
ngonit
simpor
tance.
Forexample:
-

Thi
sfi
eldrepor
tisdedicat
edt
oAl
lMyLov
edOnes,
Incl
udi
ngMyVener
abl
eLect
urer
s
andBel
ovedStudents.

(
f).THEI
NTRODUCTI
ON

Thisgi
vesenoughbackgr
oundinf
ormati
ont
oprovi
deacont
extforther
epor
tst
ates
thepurposeoftherepor
tandclari
fi
eskeyter
msandindi
catesthescopeofthe
repor
t(whatt
herepor
twil
lcover
).

I
mpor
tantel
ement
swhi
chshoul
dbei
ncl
udedi
nthei
ntr
oduct
ion

i
. Author
izat
ion
Thi
stel
lst
henameoft
heper
sonwhoaskedt
owr
it
ether
epor
t.

i
i
. Problem whicht hereportaddresses
i
i
i. Purpose( obj
ect i
ve)ofthereport
i
v. Scope;Thi sr
elatest otheboundar yoftheinvest
igati
onoft herepor
t.
v
. Li
mi t
ati
ons;Thi smaybei n-t
ermsofmoneyr esearch,assist
anceoravai
l
abl
e
data
v
i. Met hodology ;Met hodsofcoll
ectingdat a
v
ii
. Sour cesofdat a; Thiscanbeeitherprimaryorsecondar ydata
v
ii
i. Background/ Historyofthesit
uat i
on;Ther eaderneedst heinf
ormati
ontogr
a
sptheov eral
lpicture.
i
x. Def i
niti
onoft erms

(g).FINDI
NGS(THEMAI NBODYOFTHEREPORT)
Presentallcol
lectedmater
ialhereinaveryper
suasi
veway.Thewri
tershould
provideheadi
ngsandsub- headingsduet
ot hef
actthatr
eader
spref
ertor ead
headingsandsub-headi
ngsfi
rst
.

(h)
.CONCLUSION
Inthi
spart
,incl
udethewr
it
er’
sconsi
deredopini
onsbasedoncaref
ulanal
ysi
sof
mater
ial
s.Ifconcl
usi
onsaregiv
en i
n each sub-
sect
ion,pr
ovi
deasummar yof
concl
usi
ons

39
 (
i)
.RECOMMENDATI
ONS

Here,youhavetogi
v epr
acti
calanswerstothesit
uati
onyouhaveanal
ysed.I
fther
e
i
smor ethanoner ecommendation,li
stthem separ
atel
y,t
heymayeachr equir
e
decisi
onoracti
onbyadiff
erentperson.

(
j)
.APPENDI
CES

Anappendi
xcont
ainsmater
ialwhi
chi
stoodetai
led,t
echni
calorcompl
extoincl
ude
i
nthebodyoft
herepor
tforexampl
equest
ionnai
reandcomplextabl
eoffi
gur
es.

(
k).REFERENCESANDBI
BLI
OGRAPHY

=>I nbibl
i
ography
,incl
udebooksandothersourcesofi
nfor
mationusediny our
report
.Youmayconfertoanybookwhi
chthereadermayuseforf
urt
herref
erences
onthesubject

=>Inref
erences,usebot
hpubl
i
shedandunpubl
i
shedmat
eri
aly
ouhav
eused e.
g.
companyreports.

(
l)
.GLOSSARY

Someti
mest owar
dstheendoftherepor
t,t
hereisGlossar
ywhi
chisadet
ail
edl
i
stof
wordspecul
i
artothatsubj
ectmat
terandthathavebeenusedi
nther
epor
t.

(
m).I
NDEX

I
tgivesli
stofnames,subj
ect
s,r
efer
encesal
phabet
ical
l
yatt
heendoft
her
epor
t.I
tis
necessar
yforlongerr
epor
ts

ACADEMI
CCRI
ME:PLAGI
ARI
SM

Iti
sconsideredmostimproper
,evenacrimeinacademi
ccir
cles,t
omakeuseofa
sourcewit
houtacknowl
edgi
ngit
,ortoci
teasasour
ceaworkwhichwasnotconsul
ted.
Thisiscal
l
edPLAGI ARI
SM.

I
BID

(
Lati
n‘i
bidem’;att
hesamepl
ace).Thi
sisusedwher
econsecut
iverefer
enceismadeto
t
hesamepubl i
cati
on.I
nthef
oll
owingexamplet
hesecond‘
Baker’r
eferstot
heprevi
ous
‘
Baker
’inthesamebookandsamepage.

Baker(1999:
2)ar
guest
hatl
awr
einf
orcessoci
alv
alues.Al
thoughBaker(
IBI
D)doesnot
cl
earl
y…….

40
OP.
CIT

Istheabbrevi
ationoft heLat i
n“OPUSci tar
e”,whichmeans“ thewor kcit
ed”.(Thewor k
ment i
onedbefor e)
.Thisexpr essi
oncanbeusedwheny ouarereferri
ngt othesame
wor kasinar eferenceear l
ierintheessay ,exceptthelastone.E.g.Baker(1972:64)
arguesthatbi
linguali
sm isadv antageous.Thisargumentwoul dbelogicali
fandonl yif
thespeakerinquest i
onwascompet entintwol anguages.I
nhisresearch,Baker,Baker
(i
bid)didnotproducecr ediblefi
ndingstosust ai
nhiscontenti
on.I
tisimpor t
antt olook
atLamber t
’s(
1973: 2)fi
ndings.Cont r
arytoBaker’s(op.
cit
)vi
ews……

FEEDBACK

Feedbackref
erst
oacommentoractt
hatf
oll
owst
her
ecei
ptoft
hemessagesentby
thesender
.

TYPESOFFEEDBACK

i
. Posi
ti
ve/
Suppor
ti
vef
eedback;
thi
sfeedbacki
sgi
venf
orsomet
hingwel
l
-done.
Wheny
ouf
indsomeone/
peopl
edoi
ngsomet
hingr
ighty
oucanl
ett
hem know
whatt
hey ar
e and how wel
lthey ar
e doi
ng i
t.Thi
s ki
nd off
eedback
encour
agespeopl
etodoagoodj
obort
her
ightt
hing.

i
i
. Negat
ive/
Cor
rect
ivef
eedback;t
hisi
sthe ki
nd of f
eedback gi
ven f
or
somet
hingnotwel
ldone.Gi
vi
ngnegat
iveorcor
rect
ivef
eedbackcanmakea
per
sonuncomf
ort
abl
e,buti
tshoul
dnotbeahur
tful
sit
uat
ion.

i
i
i. Posi
ti
vef
eedf
orwar
d;t
hesear
ecomment
sfort
hingst
hatwoul
dimpr
ove
per
for
mancei
nthef
utur
e.

i
v. Negat
ivef
eedf
orwar
d;t
hesear
ecor
rect
ivecomment
sfort
hingst
hatdonot
needt
ober
epeat
ednextt
ime.

I
MPORTANCE/
ESSENTI
ALSOFFEEDBACKI
NCOMMUNI
CATI
ON

Col
lect
ionofI
nfor
mat
ion:Feedbacki
stheonl
ywayt
ocol
l
ecti
nfor
mat
ionf
rom t
he
r
ecei
ver
,ift
her
ecei
verdoesn’
tsendmessageofi
nfor
mat
ion(
Feedback)t
othesender
,
t
her
eisnowayt
ocol
l
ecti
nfor
mat
ionf
rom hi
m.So,f
eedbackhel
pst
heor
gani
zat
ion

41
(
Sender
)tocol
l
ecti
nfor
mat
ionf
rom di
ff
erentpeopl
e(Recei
ver
s).
Compl
eti
onofEnt
ir
eCommuni
cat
ionPr
ocess:Feedbacki
sthel
astandi
mpor
tantst
ep
ofcommuni
cat
ionpr
ocess.Thr
oughf
eedback,t
hesendercanl
ear
nther
eact
ionor
r
esponseoft
her
ecei
ver
.Iti
san essent
ialst
ep ofcommuni
cat
ion wi
thoutwhi
ch
communi
cat
ionpr
ocessi
sincompl
ete.So,i
ntwo-
waycommuni
cat
ionf
eedbacki
s
mandat
ory
.
Measur
ingt
heEf
fect
ivenessofCommuni
cat
ion;Feedbacki
stheonl
ywayt
ogett
he
r
esponseorr
eact
ionoft
her
ecei
ver
.Fr
om i
t,t
hesenderknowshowwel
lhi
smessagei
s
under
stoodandhowi
twi
l
lbeusedbyt
her
ecei
ver
.Byanal
yzi
ngt
her
eact
ion,
posi
ti
veor
negat
ive,t
hesenderoft
hemessagecanmeasur
etowhatext
entcommuni
cat
ioni
s
ef
fect
iveandwhatar
ethel
i
mit
ati
onswi
thi
t.So,
int
wo-
waycommuni
cat
ionf
eedbacki
s
t
heonl
ywayt
oassesst
hesuccessofcommuni
cat
ion.
I
mpr
ovi
ngLabor
-ManagementRel
ati
onshi
p:Agoodl
abor
-managementr
elat
ionshi
pis
amustf
orsmoot
hfunct
ioni
ngofor
gani
zat
ionalact
ivi
ti
es.I
fmanagementbel
i
evesi
n
TwoWayCommuni
cat
ionsy
stem andper
mit
stheempl
oyeest
oexpr
esst
hei
rfeel
i
ngs,
r
eact
ionsandopi
nionsonv
ari
ousmat
ter
s,t
heywi
l
lbehi
ghl
ysat
isf
ied.So,
Management
shoul
dseekf
eedbackf
rom empl
oyeesondi
ff
erenti
ssuesandatt
hesamet
imet
hey
shoul
dpr
ovi
def
eedbackt
oempl
oyees.Thi
spr
act
icewi
l
lhel
pmanagementt
ocr
eat
ea
congeni
alat
mospher
eint
heor
gani
zat
iont
hati
sessent
ialf
oror
gani
zat
ionalsuccess.
So,Feedback hel
ps t
o est
abl
i
sh a heal
thy l
abor
-managementr
elat
ionshi
pint
he
or
gani
zat
ion.
Measur
ingt
heEf
fect
ivenessofMedi
a;weusedi
ff
erentt
ypeofmedi
atot
ransmi
t
messages.Ther
ecei
verget
sthemessagebyt
hemedi
aandunder
standsi
tsmeani
ng.I
f
r
ecei
versendshi
sfeedbackt
othesender
,itmeanst
hatt
hemedi
aar
eappr
opr
iat
e.
I
mpr
opermedi
acannotr
eacht
hemessaget
other
ecei
verandt
husf
ail
stopr
oduceany
Feedback.So,
Feedbackcanbeusedasacr
it
eri
onofEf
fect
ivenessofMedi
a.
Taki
ngpr
operDeci
sion;Feedbackhel
pst
hesendert
otakepr
operdeci
sion.I
fthe
r
ecei
verdoesnotsendhi
sreact
ionorr
esponseoncer
tai
nissue,t
hesendercannot
deci
deoni
t.Forexampl
e,somet
imesmanagersendspl
ansanddeci
sionorpol
i
ciest
o
t
hesubor
dinat
esf
ort
hei
rappr
aisal
.Ift
hesubor
dinat
essendt
hei
ropt
ions,suggest
ion,
compl
aint
s,r
eact
iont
othemanager
s,t
heycant
akebet
terdeci
sions.So,Feedback
42
hel
pst
hemanager
stot
akepr
operandqual
i
tydeci
sions.
Pr
obl
em Sol
vi
ng:Di
ff
erentt
ypesofpr
obl
emsmayar
isei
nanor
gani
zat
iont
hatmustbe
sol
veddul
yandt
imel
y.TwoWayCommuni
cat
ionshel
ptoaddr
esst
hepr
obl
em and
pr
ovi
desol
uti
ont
othepr
obl
em.ForExampl
e,i
fempl
oyeesofanor
gani
zat
ioncal
lfor
st
ri
kef
rom t
hedayaf
tert
omor
row i
fthei
rduesal
aryi
snotpai
dbyt
omor
row.Af
ter
r
ecei
vi
ngt
hemessage,managementoft
heor
gani
zat
iondeci
dest
omeett
hei
rdemand
butdoesn’
tinf
orm t
he empl
oyees,pr
obl
em wi
l
lremai
n,as t
he f
eedback oft
he
managementcoul
dnotr
eacht
otheempl
oyees.
Coor
dinat
ionamongVar
iousDepar
tment
s:Ther
ear
emanydepar
tment
swor
kingi
nan
or
gani
zat
iont
oachi
evet
hesuper
-or
dinat
egoal
soft
heor
gani
zat
ion.Fort
hesmoot
h
f
unct
ioni
ngoft
heact
ivi
ti
es,t
hesedepar
tment
smustcoor
dinat
eandcooper
atewi
th
eachot
her
.Forcoor
dinat
ion,eachdepar
tmentmustcont
actwi
thot
herandsendback
r
esponset
oanyquer
yofot
herdepar
tment
s.So,Feedbacki
sessent
ial
l
yrequi
redf
or
br
ingi
ngcoor
dinat
ionamongdepar
tment
s.
Get
ti
ngt
heReact
ionsofRecei
ver
;thr
oughf
eedbackt
hesendercangett
her
esponses
orr
eact
ionsoft
her
ecei
verofhi
smessage.Fr
om t
her
esponse,t
hesenderr
esponses,
t
hesendercanassesshowwel
lther
ecei
verhasunder
stoodhi
smessageandi
fther
eis
anycl
ari
fi
cat
iont
obemade.
FEATURESOFEFFECTI
VEFEEDBACK
i
) Focusonspeci
fi
cbehav
iour
s;maki
ngey
econt
actwi
tht
hespeaker
f
ocusesy
ourat
tent
ion

AUDI
ENCEANALYSI
S

Audi
encer
efer
stot
hegr
oupofpeopl
etoget
heri
nonepl
acet
owat
chorl
i
stent
oapl
ay,
f
il
m,someonespeaki
nge.
t.
c

Audi
enceanal
ysi
sist
het
askofassessi
ngt
heaudi
encet
omakesur
ethei
nfor
mat
ion
pr
ovi
dedt
othem i
satt
heappr
opr
iat
elev
el.Theaudi
encei
sof
tenr
efer
redt
oast
heend
-
userandal
lcommuni
cat
ionsneedt
obet
arget
edt
owar
dst
hedef
inedaudi
ence.

PERI
ODSOFANALYSI
S

43
•PRI
ORANALYSI
S
Thi
sbegi
nswhent
hespeakeri
saskedorschedul
edt
ospeak.I
tconcl
udeswhen
he/
shest
andsupt
oappr
oachst
age.

•PROCESSANALYSI
S
Thi
sbegi
nswhent
hespeakerst
andst
oappr
oachst
age.I
tconcl
udeswhenshe/
hesay
s
her
/hi
slastwor
d
•POSTANALYSI
S
Thi
sbegi
nsi
mmedi
atel
yaf
terspeakerconcl
udes.I
tnev
erends
PURPOSE/
IMPORTANCEOFAUDI
ENCEANALYSI
S
 I
thel
psi
nunder
standi
ngt
hesoci
alsi
tuat
ionbef
oreonebegi
nst
ospeak
 I
tdev
elopsst
rat
egyt
oadaptar
gument
stobestsui
tanaudi
ence
 I
nfor
mst
hecommuni
cat
oraboutt
hepeopl
eheorshei
stal
ki
ngt
o
 I
tai
dsi
nthedev
elopmentofmessages
 I
tfaci
l
itat
esef
fi
cientuseofr
esour
ces/
mat
eri
als

FACTORS/
THI
NGSTOCONSI
DERWHENANALYSI
NG/
EVALUATI
NGTHEAUDI
ENCE

 Ty
pesofaudi
ence

 Ar
etheyhost
il
e,neut
ral
,fr
iendl
yoruni
nter
est
edaudi
ences?

 Demogr
aphi
cfact
ors;
theseexami
net
heaudi
encesont
hef
oll
owi
ng:
-

 Age;
aret
heychi
l
dren,
par
ent
s,orr
eti
redpeopl
e?

 Rel
i
gion;
aret
heyChr
ist
ians,
Musl
i
ms,
Hinduet
c?

 Gender
;ar
etheymal
e,f
emal
eorbot
hgender
s?

 Economi
cst
atus:
whati
stheeconomi
cst
atusoft
heaudi
ence?

 Cul
tur
albackgr
ound;whati
sthecul
tur
albackgr
oundoft
heaudi
ence?
I
sitahomogeneousgr
oupofpeopl
efr
om t
hesameet
hni
corr
aci
al
backgr
oundorwi
l
lther
ebei
ndi
vi
dual
sfr
om av
ari
etyofcul
tur
es?

 Si
tuat
ional
Fact
ors;
thesei
ncl
udet
hingsl
i
ke:
-

44
  Si
zeoft
heaudi
ence;
isi
tal
argecr
owd?

 Venuef
orpresent
ati
on;eg,t
hev
enuef
orpr
esent
ati
oncanber
evi
sed
i
fiti
sheav
il
yraini
ng.

 Audiences’pol
it
icalenvi
ronment;t
hecontentcanbechangedt
osui
t
theaudiences’
currentpol
it
ical
envi
ronment.

 Thetopicthataddressestheimmediat
eandpressi
ngissuesisl
ikel
y
to att
ractmor e att
enti
on than one t
hatseems far-
fet
ched and
i
rrel
evant.

 Psy
chol
ogi
cal
fact
ors;
thesei
ncl
udet
hingsl
i
keaudi
ences’
:
-

 Value;val
uesarepri
nci
plesthatserv
easguidesforbehav
ior
.Values
supportbel
ief
sandatti
tudes.Theyar
edi
ff
icul
ttochangesospeeches
shouldaimtorei
nfor
cethem.

 Beli
efs;abeli
efistheaccept
ancet
hatsomethi
ngistrueeveni
fiti
s
unproven.Ther
efor
ey oumustknowthebel
i
efsthatunder
li
epeopl
e’
s
att
it
udes.

 Emot
ional
stat
eet
c.

I
fwear etoaddressanaudi enceataf uner
al,t
hetoneandcontentshoul
drel
evantto
the occasi
on.Ther ef
ore ourpr esent
ati
on shoul
d al
waysrelateto ouraudiences’
psychologi
cal
status.

CATEGORI
ES/
TYPESOFAUDI
ENCE

1.FRI
ENDLYAUDI
ENCE

Theaudi
enceoft
hisnat
urel
i
ket
hespeakerandt
het
opi
c.Whenwor
kingwi
thaudi
ence
oft
hist
ypeuseanypat
ter
nandal
sot
rysomet
hingnewaswel
lasi
nvol
vi
ngt
hem i
nthe
subj
ect
.Yourchar
act
eri
sti
csshoul
dincl
udewar
mth,pl
easantandopenness.Al
souse
l
otsofey
econt
actandsmi
l
es.Yourmat
eri
alsmayi
ncl
ude,
humour
,per
sonalexampl
es
andexper
ienceset
c.

2.NEUTRALAUDI
ENCE

Theyar
ecal
m,r
ati
onal
,thei
rmi
ndsar
emadeupbutt
heyt
hinkt
heyar
eobj
ect
ive.When
deal
i
ngwi
thaudi
enceoft
hisnat
urepr
esentbot
hsi
desoft
hei
ssue.Usepr
o/conor

45
pr
obl
em/
sol
uti
onpat
ter
ns.Sav
eti
mef
oraudi
encequest
ions.

3.UNI
NTERESTEDAUDI
ENCE

Theyhav
eshor
tat
tent
ionspans;t
heymaybet
her
eagai
nstt
hei
rwi
l
l.Whenaddr
essi
ng
t
hisaudi
ence,
bebr
ief
.Av
oidpat
ter
nst
hatseem l
engt
hyt
otheaudi
ence.

4.HOSTI
LEAUDI
ENCE

Theywantt
otakechar
geort
ori
dicul
ethespeaker
;theymaybedef
ensi
veand
emot
ional
.When addr
essi
ng t
his audi
ence or
gani
ze y
ourmessage usi
ng a non-
cont
rov
ersi
alpat
ter
n,suchasat
opi
cal
,chr
onol
ogi
cal
,orgeogr
aphi
calst
rat
egy
.Becal
m
andcont
rol
l
ed,
speakev
enl
yandsl
owl
y

NI
NETECHNI
QUESFORGAI
NING&KEEPI
NGAUDI
ENCEATTENTI
ON

1.APROMI
SE:-knowhowt
ocapt
uret
heat
tent
ionofanaudi
enceandhowt
ogi
ve
a pr
omi
se t
hatkeeps t
he audi
ence’
sexpect
ati
ons (
e.g.byt
he end oft
his
pr
esent
ati
onIwi
l
lhav
eshowny
ouhowy
oucani
ncr
easey
oursal
esby50%)

2.DRAMA:-begi
nbyt
ell
i
nganemot
ional
l
ymov
ingst
oryorbydescr
ibi
ngaser
ious
pr
obl
em t
hati
nvol
vest
heaudi
ence.Pr
ofessi
onal
susehi
gh-
int
ensi
tyemot
ions
suchasanger
,joy
,sadness,
andexci
tement
.

3.EYE CONTACT:-Asy
ou begi
n command at
tent
ion bysur
vey
ing t
heent
ir
e
audi
encet
otakei
nal
lli
stener
s.Gi
vey
our
sel
ftwot
ofi
vesecondst
oli
ngeron
i
ndi
vi
dual
s.

4.MOVEMENT:-Wal
kar
ound t
heconf
erencet
abl
eorbet
ween si
desofy
our
audi
ence.

5.QUESTI
ONS:-Keepl
i
stener
sact
iveandi
nvol
vedwi
thr
het
ori
calquest
ions.Ask
f
orashowofhandst
ogeteachl
i
stener
’st
hinki
ng.

6.DEMONSTRATI
ONS:-I
ncl
udeamemberoft
heaudi
encei
nademonst
rat
ioneg.
I
'
m goi
ngt
oshowy
ousomet
hingbutIneedav
olunt
eerf
ir
st.

46
7.SAMPLES/
DEVI
CES:-I
fyouar
epr
omot
ingapr
oduct
,consi
derusi
ngi
temst
o
t
hrowoutt
otheaudi
enceort
oawar
daspr
izest
ovol
unt
eerpar
ti
cipant
s.Youcan
al
sopassar
oundsampl
epr
oduct
s.

8.VI
SUALS:-Gi
vey
ouraudi
encesomet
hingt
olookatbesi
desy
our
sel
f.Usea
v
ari
etyofv
isual
aidsi
nasi
ngl
esessi
on.

9.SELFI
NTEREST:-Rev
iewy
ourent
ir
epr
esent
ati
ont
oensur
eitmeet
sthecr
it
ical
“
whati
sinf
orme”audi
encet
est
.Remembert
hatpeopl
ear
eint
erest
edi
nthi
ngs
t
hatbenef
itt
hem

47
 PRACTI
CES
Anof
fi
cei
sapl
ace,orar
oom orabui
l
dingwher
emanycl
eri
calact
ivi
ti
esoft
he
busi
nessar
ecar
ri
edoutsoast
opr
ovi
decont
rol
,di
rect
ion,andmanagementoft
he
ent
erpr
ise.

Of
fi
cepl
anni
ng
Whenpl
anni
nganof
fi
cel
ayout
,takei
ntoaccountt
hef
oll
owi
ng
f
act
ors:
•
Thenat
ureoft
hebusi
ness
•
Capi
tal
requi
red
•
Sit
eandl
ocat
ion
•
Sizeandpr
emi
ses
•
Appear
anceoft
hepr
emi
se

Ty
pesofof
fi
cepl
ans
•
Open-
plan
•
Encl
osed
•
Landscaped

1.Open-
planof
fi
ces
Al
arger
oom whi
chi
sshar
edbysev
eral
depar
tment
sorsect
ionsofadepar
tment

Adv
ant
agesofopen-
plan
•
Ital
l
owssmoot
hfl
owofwor
k.Unnecessar
ymov
ementofst
affi
sav
oided,
staf
fti
mei
s
sav
ed
•
Member
sofst
affcanl
ocat
eeachot
hereasi
l
y
•
Easi
ersuper
visi
onofst
aff
•
Sav
esonl
i
ght
ingandspacecost
s
•
Placementofmov
abl
eequi
pmenti
seasy
•
Easyt
olandscape

48
•
Aest
het
icsi
tt
ingar
rangement
s

Di
sadv
ant
agesofopen-
plan
•
Conf
ident
ial
act
ivi
ti
escannotbecar
ri
edout
•
Caneasi
l
ybeov
ercr
owdedduet
oexpansi
onofst
affmember
s
•
Maybeconsi
der
edunhy
gieni
casi
nfect
iousdi
seasescanbepassedon

2.Cl
osedof
fi
ce;acl
osedof
fi
cespacepl
an,al
soknownasencl
osedof
fi
ceorpr
ivat
e
of
fi
cedesi
gn,i
sanof
fi
cespacedesi
gnt
hatusespanel
sandcubi
clest
ocr
eat
e
separ
atei
ndi
vi
dual
wor
kspacesf
oreachi
ndi
vi
dual
empl
oyee.

Adv
ant
agesofpr
ivat
eof
fi
ces

Pri
vacy;inanencl
osedoff
icespace,employeescanenjoycomplet
eprivacy
.Theydon’t
havetomov eawayt ot
akeacal lorhav easmal li
mpr ompt
umeet ingwithanother
col
league.Ital
soallowsthem freedom topersonal
izethei
rcubicl
esandcr eat
ean
envi
ronmentthati
scomfortabl
eandincreasest
heirpr
oducti
vi
ty.

Concentr
ation;thenoiseandbustleofanopenof f
iceoft
enmakei thardf
orempl oyees
toconcentr
ateont heirwork.Pri
vateoff
icesprov
ideadistract
ionfr
eeenvir
onmentf or
theemployees,all
owingthem tofocusonthei
rworkwithoutanyint
err
upti
on,i
ntenti
onal
orother
wise.

Cr
eati
vi
ty;cr
eat
iveworkoftenrequi
resaqui
etspacef
orr
efl
ect
ionandcont
empl
ati
on
whi
chaclosedoff
icecaneasi
lyprov
ide.

LessGossip;i
nanenclosedoff
icepl
an,t
heemploy
eesaresepar
ated.Thi
smakesi
t
harderf
ort
hem togossi
pduri
ngworkhour
sandf
ocusmoreontheworkathand.

Heal t
hier;cl
osedoffi
cesarer
atherhealt
hierf
ortheemployees.Inanopenof f
ice,
ifone
oft heempl oyeescatchessomeki ndofcommuni cabledisease,i
twilleasil
yspread
thr
ought herestoft
hedepart
ment.Butinaclosedoffi
ce,t
heempl oyeeshavetheirown
cubicle,sothebugusual l
ystayswi t
hinonecubicl
eandt heot heremployeesremain
safe.

Di
sadv
ant
agesofencl
osedof
fi
ces

SpaceConsumpt i
on;enclosedof f
icesrequi
resigni
fi
cant
lymor espacet hananopen
offi
ceplan.Sinceeachempl oyeehast hei
rowncubi cl
eorwor kspace,thespace
requi
red can be rat
herhi gh.Thi
s can also l
ead to a signi
fi
cantincr
ease i
nthe
company’sspending,especial
l
yiftheyarelocat
edinamaj orcit
ywithhighpri
cesf
or
offi
cespace.

49
Low Supervi
sion;super
visi
ngemployeesinaclosedoffi
ceenv
ironmentcanberat
her
di
ff
icul
tsinceitrequi
ressuper
visor
stovisi
teachcubi
clet
oseewhattheemploy
eesare
upto,whichcanbet edi
ous.

Low Communicat
ion;cl
osed off
ice spacesare notidealforgood communi
cat
ion
bet
weenemployees.Si
ncealltheempl oyeesareseparat
ed,membersofateam wil
l
hav
etokeepmov i
ngtocoll
aborat
eonapr oj
ect
.

Expensi
ve;cl
osedoff
icesarer
atherexpensi
vetoconstr
uctandruncompar
edtoopen
off
icespaces.Cl
osedoffi
cesrequi
remor espacewhichrequi
resmoremoneyf
orthe
extr
aoffi
cespace.

3.Landscapedof
fi
ce
Landscapedof
fi
cei
ssi
mil
art
oanopen-
planof
fi
cebuthasext
raf
eat
ures
suchas:
•
Car
pet
edf
loor
s
•
Ent
ir
eof
fi
cei
sai
r-
condi
ti
oned
•
Wor
kst
ati
onsar
ear
rangedi
ncl
ust
ers,
eachf
aci
ngadi
ff
erentdi
rect
ion
Restar
eawher
eempl
oyeesr
elaxandt
aker
efr
eshment
s
•
Landscapi
ng assi
sts bycr
eat
ing a pl
easantwor
k env
ironmentt
her
ebyi
mpr
ovi
ng
ef
fi
ciencyl
evel
s

OFFI
CEFURNI
TURE

Off
icefurni
tur
eisanecessar
il
ypartofthetot
alenvi
ronmentinwhichtheemploy
ee
works.I
tcanbedescr
ibedasabasi
cfaci
l
itywi
thwhi
chanempl oy
eeident
if
ieshi
msel
f.

Offi
cefur
nit
ureconsi
stsoftabl
es,chai
rs,desksandtool
s.Ital
socontai
nsst
orageand
fi
l
ingequi
pmentlikef
il
ingr
acksandcabi net
s,cupboar
ds,
locker
s,saf
es.

Theimportanceofoff
icef
urni
turecannotbeov er
looked,becauseagr eat
erpartofthe
offi
ceworki sdoneondesk,sosui tabl
ef ur
nit
ureandot herequipmentsmustbe
provi
dedtotheoffi
cestaf
ftoenablethem tobeseat edcomf or
tabl
yandper f
ormt hei
r
workspeedil
yandcompetent
ly.

Basi
cpr
inci
plesi
nsel
ect
ingt
hef
urni
tur
e

Suitabil
it
y;thesel
ect
edf ur
nit
uremustbesuit
abl
ef ort
hejob.Theworki
ngareaofthe
tabl
e should be suf
fici
ent.Itmusthave al
so space t
o keep f
il
es (
incomi
ng and
outgoing).

50
Comf or
t;theseatoft
hewor ker
s,shapeofthechair
sandt abl
esmustbesodesi
gned
thatworkerswoul
dnotfeel
anytirednesswhi
ledoi
ngthei
rjobs.

Design;bef
orepur
chasi
ng,onemusthav
eani
deaoft
hesi
ze,hei
ghtanddesi
gnoft
he
fur
nitur
e.

Dur
abil
it
y;steelfur
nit
ureismor edur
abl
ethanwoodf
urni
tur
e;mor
eov
erst
eelf
urni
tur
e
i
ssafeagainstfi
reandtheftet
c.

Weight;t
hef urni
tur
eshould beli
ghtenoughto movearound i
ntheof
fi
cewher
e
f
requentchangesaretobemadeinthepl
acementoff
urni
tur
e.

Spacesav i
ng;fur
nit
urewhichwouldoccupymi ni
mum spaceshouldbesel
ected.The
deci
sionregar
dingthedesi
gnofthefur
nit
ureshoulddependupont
heavai
l
ablespacein
theof
f i
ceandnumberofpeoplewhowor kther
e.

Cost
;thecostofthefur
nit
ureal
soshoul
dnotbenegl
ect
edwhensel
ect
ingi
t.I
tshoul
d
bekeptwi
thi
nfinanci
all
i
mit.

Hygi
ene;t
heout
layofthefurni
tureshoul
dbemadet
hati
twi
l
lbeeasyt
ocl
eant
he
f
urni
tur
easwel
lasthef
loorunderneat
hit
.

Usef
ulness;thefur
nit
ureshoul
dbeselect
edaccordi
ngt
othenatur
eofthejob.Whenit
i
snotneededi nonedepartmentshoul
dbetr
ansferr
edt
oanotherdepar
tment,wher
eit
maybeusef ul.

Appear
ance;f
urnit
ureshoul
dhav eagoodappear
anceandpl
easi
ngt
otheey
es.Thi
s
wil
li
mpressworkersandvi
sit
ors.

TYPESOFOFFI
CEFURNI
TURE

Executi
vefurni
tur
e;highoffi
cial
shavedi
fferenttast
esforfurni
tur
eandt heexecut
ive
fur
nit
ureispurchasedaccordingtothei
rt ast
es.Itusual
lyimpressesvisi
tor
s,andit
shoul
daddt otheprest
igeoftheper
sonusingitandtheprest
igeofthefi
rm.

Specialpur
posefur
nit
ure;itisusuall
yrequi
redforthespeci
alj
obs,suchastypi
st’
s
tableshoul
dbeofar equi
redheight.Thestoolorchai
rshouldal
sobeofar equi
red
heightt
ositandwor
kcomf ort
abl
y.

Bui
ltinf
urni
tur
e;i
npresentperi
od,bui
ldi
ngsareconstruct
edinspacesavingmethod.
Cupboar
dsarebui
l
tinthewall
softherooms.Thus,expendi
tur
eisreducedandspaceis
al
sosaved.

Gener
alfurni
tur
e;gener
alf
urni
tur
eisdesignedtofaci
l
itat
etheworkofcl
erks.Thesi
ze
oft
hetabledependsupont
henatureoft
hewor ktobeperfor
med.

51
OFFI
CELAYOUT

Offi
celayouti
sdefi
nedasthearr
angementofal
lphysi
calcomponent
swithi
ntheavai
l
abl
efloor
spacetopr ov
idemaximum eff
ecti
venessandthecoordi
nati
onofthesecomponentsi
ntoan
eff
ici
entandattr
act
ivemanner
.

Thei
mpor
tanceofof
fi
cel
ayout
:-

Tofaci
li
tat
esuper
visi
on;pr
opersuper
visi
onofwor
kisessent
ialf
orpr
operr
unni
ngof
theof
fi
ce.

Tof aci
li
tat
eint
er–communi cati
on;smoot
hrunni
ngoftheof
fi
cer
equi
resadequat
e
i
nter–communi cat
ion.Thi
sisfaci
li
tat
edbyagoodl
ayout
.

Toensurebett
eruseofof f
icemachinesandequi
pment;t
oreducethecostofrunni
ng
theof
fi
ce,i
tisnecessaryt
hatof
ficemachi
nesandequi
pmentareusedtothebest.Thi
s
canbeensur
edbypr operl
ayout
.

Toensurebett
ercomfor
tandmoral
eofworker
s;Wor
kersmustf
eelcomfort
ablewhi
le
atworksothatthei
rmoral
eisgood.Agoodoffi
cel
ayoutai
msatprovi
dingthebest
workcondi
ti
ons.

Toensurefavourablecondi
tionsoncust
omersandv i
sitor
s;thewel
l–bei
ngofmodern
busi
nessorganisationdependsmuchont hegoodwil
lofi tscust
omer
sandv i
si
tor
s,
hencethei
mpor tanceofoff
icelay
outtoachi
evet
hisobjecti
ve.

Toensuresmoothworkf
low;Properl
ayouti
simpor
tanttoensur
esmoot
hwor
kfl
owso
thatt
heoff
icef
unct
ionseff
ect
ivel
yandreduceadmi
nist
rati
vecost
.

PRI
NCI
PLESOFOFFI
CELAYOUT

Toachi
evegoodl
ayoutt
hef
oll
owi
ngpr
inci
plesshoul
dbeobser
ved:
-

1.Pri
nci
pleoffl
owofwork;Fl
owofwor kshoul
dbesmoothandunhi
nder
ed.Whet
her
thel
ayouti
sinast
rai
ghtl
ineorci
rcl
e,i
tshoul
deaset
hework.

2.Pri
ncipl
eoffr
eemovementandobser
vati
on;thefl
oorspaceshoul
dbef
reef
rom
par
tit
ions,
sot
hatt
her
eisf
reemovementandobser
vati
ons.

3.Pr
inci
pleofeffecti
vesuper
visi
on;t
hel
ayoutshoul
dbei
nsuchawayt
hati
tai
ds
ef
fect
ivesuper
visi
on.

4.Pri
ncipl
eoffl
exibi
li
ty;
lay
outshoul
dbei
nsuchawayt
hat
,ital
l
owschangesi
nfut
ure
becausebusi
nessisnotstat
ic.

52
5.Pri
ncipl
eofmor al
eandloyal
ty;i
tisnecessar
ytoensur
ethel
oyal
tyofwor
ker
s
becausewor
kinggr
oupsar
esocial
groups.

6.Pri
nci
pleofbalance;t
helayoutshouldbebal
ancedandofpl
easi
ngappear
ance.
Pl
easi
ngappearanceoftheoff
iceat
tract
smorecust
omer
sandi
mprovest
heimage
ofent
erpr
ise.

7.Pr
inci
pleofmaximum ut
il
izat
ion;spaceshoul
dbeut
il
izedt
othef
ullwhi
l
ethe
moneycosti
slow.

8.Pr
incipl
eofequi pmentplacement
;equi
pmentandf
il
li
ngcabi
netsshoul
dbepl
aced
i
nawayt hatf
il
ingcabinetsandequi
pmentt
obeusedbythestaffar
econv
eni
entl
y
l
ocated.

9.Pri
ncipl
eofgoodl i
ght
ing;whi
l
el ay
ingout,i
tisnecessar
ythatasf
araspossi
ble
nat
urall
ight
ingbepr
ovi
dedfortheworkaccor
dingl
y.

10.Pri
nci
pleofgoodvent
il
ati
on;v
enti
l
at i
oninl ay
outpl
aysasi
gni
fi
cantr
ole.Lay
out
shoul
dbemadesuchthati
tall
owstheventi
lat
ion.

I
MPORTANCEOFANOFFI
CE

1.I
nf or
mationcenter
;officecanbedescr
ibedastheinf
ormat
ioncenterordata
bankoft heorganisat
ion.Allki
ndofi
nformat
ionandfi
gur
es,whetherpastor
present
,areavai
l
ableint heof
fi
ce

2.Channelofcommuni
cat
ion.Off
icei
sthechannel
throughwhi
chcommunicat
ions,
especial
l
ywr i
tt
encommunicati
ons,movefrom topt obot
tom andi
nr ev
erse
orderaswell

3.Aidsi
ncoordinat
ion.Theprocessofcoor di
nat
ionisal
mostimpossibl
ewithout
thepr
esenceofoffi
ce.Off
icefurni
shesthemachiner
yforcoor
dinat
ion,
itpr
ovide
l
inksf
orvari
ousactivi
ti
esi
nt heorgani
sati
on.

4.Aidsinmanager i
alcontr
ols.Contr
olcanbedescr
ibedasthemeasurementand
correct
ion ofthe per
formance ofsubordi
nat
es in or
derto make sur
ethat
enterpr
iseobj
ecti
vesandpl ansar
emet .

5.Import
anceofof f
iceinrel
ati
ont owor ker
s.Pr epar
ati
onofwageandsal
ary
sheets and thei
rpay mentarer esponsi
bil
i
ties ofthe of
fi
ce.Al
so f
orthe
prepar
ationofworker
sbenefi
tsschemes.

6.I
mpor t
anceofoffi
ceinrel
ati
ontoshar
ehol
der
sandcr
edi
tor
s.Off
iceser
vesasa
l
inkbetweenthesharehol
dersononehandandthecompanyontheother
.As
well
ascredi
torsofthecompany.

53
 7.Importanceinr
elati
ontocustomers.Theimpor
tanceofanof
fi
ceinrel
ati
ont o
customersisofgreatsi
gni
fi
cance.Offi
ceact
sasachannelt
olinkt
hebusiness
organi
sationwi
thit
scustomers.

8.I
mport
ancei
nr el
ati
ontogovernmentandgener
al publ
i
c.Theoffi
ceactsasal
i
nk
bet
weendi
ff
erentgover
nmentdepartment
sandt heorgani
sat
ion.Of
ficeal
sol
i
nk
bet
weenor
ganisat
ionandgeneral
publi
c.

FUNCTI
ONSOFAMODERNOFFI
CE

Thefuncti
onsofamoder noffi
cemaybecl
assi
fi
edi
ntot
wocat
egor
ies:
(a)Basi
cfuncti
ons,
and
(b)Admini
str
ati
vefunct
ions.

(
a)Basi
cfunct
ions

1.Col lect
inginformati
on.Theof ficerecei
vesorcollectsinformati
onaboutv ari
ous
acti
vit
iesoft heorgani
zation.Thei
nformati
onmaybecol lect
edf r
om int
ernalorexternal
sources.I nter
nalsour ces may be empl oyees and v ar
ious depart
ment s of the
organizati
on. The external sources are cust
omers,suppl i
ers and Gov er
nment
Department setc.

2.Recordi
nginfor
mat ion.Theof fi
cekeepsrecordofinfor
mat i
oncol l
ectedfr
om vari
ous
sourcestomakeitr eadil
yav ai
labletothemanagement .Thei nfor
mat i
oniskeptinthe
form ofcorr
espondence,r eports,st
atements,ci
rcul
ars,li
sts,charts,r
egist
ers,books,
etc.Anoff
icehasalsot omai nt
ainrecordsasprescri
bedunderl aw.

3.Arrangi
ng,anal
y zi
ngandpr ocessingtheinf
ormati
on.Theinformationcoll
ect
edinan
offi
cei sgeneral
l
ynoti nthef orm inwhi chitmaybeused byt hemanagement .
Therefor
e,fact
sandf i
gurescoll
ectedhav etobear r
anged,processed,organi
zedand
analyzed t
o make t hem usefult ot he management.Int hi
s connection f
inanci
al
stat
ement ,
stat
ist
icalstat
ements,charts,l
i
sts,
repor
ts,summar i
esareprepared.

4.Preser
vingInformati
on.Thei nformationispr
oper
lysor
tedoutandpr eserv
edi nthe
mosteconomi candscientif
icmanner .Vari
ousty
pesofequipments,f
il
ingcabi
nets,etc.
areusedforpr eser
vingrecords.Unnecessaryandout-
datedrecordsaredestroyedto
makespacef ornewandv al
uablerecords.

5.Suppl
yingi
nformati
on.Allaccumulat
edandprocessedinf
ormati
onisusel
essunless
i
tiscommunicated.Theoff
iceservesasatwowaychannelf orcommunicat
ion.Onthe
one hand,itsuppli
es t
he col l
ect
ed,recor
ded and processed i
nfor
mati
on tot he

54
managementandont heotherhand,thepol
icydecisi
ons,guideli
nesandinst
ructi
ons
i
ssuedbyt hemanagementt othedepart
mentsarealsor outedthr
oughtheoff
ice.The
i
nformati
on maybe suppl i
ed ver
ball
yori n wri
ti
ng.I nter
nalAgencies:Employees,
Depart
ment s,
Managementetc.
Ext
ernalAgencies:
Customer
s,Suppli
ers,
Govt
.Deptt.et
c.

(
b)Admi
nist
rat
iveFunct
ions

Thef
oll
owi
ngf
unct
ionsar
enor
mal
l
yconsi
der
edasadmi
nist
rat
ivef
unct
ionsofanof
fi
ce:
-

1.Managementfunctions.Vari
ousfunctionsofmanagementar ealsoappli
cabletothe
managementofof fice funct
ions.Of f
ice work has to be pl
anned,organized and
execut
edaccordi
ngt otheplan.Controlisexer
cisedtoensureeffi
ciencyofoperat
ions
i
nt heoffi
ce.Staff
ing,direct
ing,communi cat
ing,co-ordi
nat
ion,mot i
vat
ing arealso
i
mpor t
antf
orthemanagementofof f
ices.

2.Instit
uti
ngof f
icesy st
emsandr outi
nes.Anof f
icehastodev el
opsystemsand
proceduresforprovi
dingbett
erserv
icestoot herdepar
tment
s.Eachphaseofof fi
ce
workiscareful
l
yanalysedandaproperprocedurei
sdevel
opedfori
t.Pr
opersequenci
ng
ofdiff
erentt
asksisnecessar
ytoensureconti
nuousflowofwor
k.

3.Pr ocur
ingstati
oneryandsuppl i
es.Adequatesupplyofoff
icest ati
oneryofproper
quali
tyisnecessaryfortheeff
ici
entperf
ormanceofof f
icework.Theof fi
cepurchases
standardquali
typaper,pens,i
nkandot herstat
ioner
yitems,maintainsthestockand
i
ssuest hem onl
yondemand.

4.Designingandcont
rolofoff
icef or
ms.Useofstandar
dizedformssimpli
fi
esoffi
ce
operati
ons.Iti
stheresponsi
bil
it
yoft heoff
icet
odesign,standar
dize,pr
ovideand
controlthefor
mst obeusedi nt heof f
iceaswellasinotherdepartmentsofthe
enterpr
ise.

5.Purchasingofficeequipmentsandf urnit
ure.Ef
fici
entandeconomi calperf
ormance
ofoffi
cewor krequir
espr operf
urni
ture,equi
pmentandmachi nes.Offi
cehast oarr
ange
forsel
ectionandpur chaseoftheseitemsf r
om rel
iabl
esupplier
s.Ithasalsotoensur e
ti
melyav ail
abi
l
ityoff urni
tureet
c.,todepartmentsandempl oyeestof aci
li
tat
epr oper
uti
li
zati
on,aswel lasarrangeformaintenance,ser
vici
ngandr epl
acementaccor di
ngt o
need.

6.Saf
eguardi
ngofAsset s.Dif
fer
entt ypesofasset
sar emaint
ainedi
nanor ganiz
ati
on.
Theasset
smustbepr otectedagainstdamagesandl ossesonaccountoffi
re,t
heftet
c.
Aneff
ici
entcont
rol
system isexercisedbyoffi
cetosafeguar
dtheassets.

55
7.PersonnelManagement .Theef
fici
encyofoff
iceworkdependsverymuchonthe
employees.Theirappoint
ment,tr
aini
ng,promot
ion,appr
aisaland wel
far
e ar
ethe
funct
ionsoftheoff
ice.

8.Mai nt
ainingPublicRel ati
ons.Anor gani
zat
iondependsonpubl i
creput
ati
onand
goodwillforits exi
stence and progress.Maint
aini
ng publi
crel
ati
ons i
s also t
he
responsi
bil
it
yoft heof f
ice.Mostor gani
zati
onshaverecept
ioncount
erstogreetand
recei
vevisi
torst
ot heorganizati
on.

OFFI
CEENVI
RONMENT

Offi
ce env
ironmentr ef
erst o surr
oundi
ng conditi
ons parti
cularl
yt hose infl
uenci
ng
devel
opmentandgr owth.Anindivi
dual
’sperfor
manceissignifi
cantl
ycondi t
ionedbythe
envi
ronmentinwhichhewor ks.Thecumulativeef
fectofhistotalworkenvironmentisa
str
ong det
erminati
veofhow wel lhemar shal
shi sabil
iti
esand ski ll
s,hisat t
it
ude
towardshi
swor kandhiscoll
eagues,andhisenthusi
asm forhiswor k.

Apoorof f
iceenvi
ronmentoft
enr esul
tsindecreasedlevelofproduct i
onandempl oy
ee
mor ale.Absent
eei
sm andlatenessarealsoaptt oincrease,aswel last henumberof
err
or s,madebytheemployee.Inthegreatcases,theemployeephy sicalwellbei
ngmay
actuallybehampered.

Thefol
l
owingpoint
sshouldbetakeni
ntoconsi
der
ati
onwhi
l
emaki
ngef
fect
iveorsound
schemeofoff
iceenvi
ronment
:

 Of
fi
cel
i
ght
ing

 Vent
il
ati
on

 I
nter
iordecor
ati
onandf
urni
shi
ng

 Of
fi
cef
urni
tur
e

 Fr
eedom f
rom noi
seanddust

 Saf
ety

 Sani
tar
yar
rangement
s

 Secur
it
y

 Secr
ecy

OFFI
CEPRACTI
CE

56
Pract
icei
sacommonorr
out
ineconductofact
ivi
tyt
obeper
for
medt
oachi
eveacer
tai
n
goalorobj
ect
ive.

Hence,Off
icepract
icei
sacommonorr outinewayofconduct i
ngoffi
ceact i
vit
iesto
achi
eveorgani
zati
ongoalwi
thoutv
iol
ati
ngi tspri
nci
plesandprocedur
es.Thereforei
tis
i
mpor t
anttoever
ymemberoftheorgani
zationtounderst
andthosepract
ices.

PRI
NCI
PLESOFOFFI
CEPRACTI
CE

i
)Account abil
it
y;t heoffi
cehast obeanswer abletothedecisi
onsonehasmade
accor
dingt ohis/herposi
ti
on.
i
i
)Conf i
dential
ity(inf
ormati
oncontr
ol);t
heOf f
iceholdsal
lcommuni cat
ionswi t
ht hose
seeki
ngassi stanceinstri
ctconf
idence.Theonlyexcepti
ontothisconf i
denti
ali
tyis
wherethereappear stobeimminentri
skofserioushar
m ordanger.
i
i
i)Confl
ictofinterest;t
hepubli
cservant shouldnotsatisf
ypersonalinter
estsatt he
expenseoft
hepubl
i
ce.
g.,Of
fi
cialcar
s,phot
ocopi
eset
c.i
nor
dert
oav
oidt
hisbe
l
oyal
tol
awsandr
egul
ati
onsr
athert
hant
opr
ivat
egai
n.
i
v) Di li
genceandcompet ence;t oreali
zet hegoal sbyusi nghi s/hertime,skillsand
expertisefort hebenef itofthenat i
onal/soci ety/organi
zation.
v
)Fai rnessv s.abuseofpower .Thereshoul dbenoanypr efer enti
altreatment,clients
shouldbet reatedequal lyandav oidtheabuseofpower .
v
i)I mpart i
ali
ty.TheOf fi
ceconsi derst heinterestsofal lpartiesi nvol
v edinasi tuation
i
mpar t
iall
yt oassi stthepar ti
esinr eachi
ngmut uall
yaccept ableagr eementst hatar e
fair
,equi t
able, andconsi st
entwi ththepoliciesandpr ocedur esoft hePubl i
coffice.
v
ii
)Honest( av oi
dingcor rupti
on);behonestt oy oursel
fandt ot hegener alpubl
ic.
v
ii
i)Loy alty;Remai nfaithfult
oy ourempl oyer.
i
x)Publ i
cpr oper t
ycont r
ol

ADVANTAGESOFOFFI
CEPRACTI
CEPRI
NCI
PLES

Tocustomers;whentheoff
icef
oll
owspr
inci
ples,i
tscust
omer
sar
epr
otect
edagai
nst
undesi
rabl
etr
ansact
ions.

Toempl
oyees;
theyknowwhatt
ypeofbehav
iori
sexpect
edov
ert
hem.

Toorganizat
ion;i
tgainst
oexercisel
esscont
rolov
ert
hebehav
iorofi
tsempl
oyees.
Al
so,
itleadstohealt
hycompet
it
ion.

Tosoci
ety
;theywi
l
lbeser
vedbet
ter
.

57
ALLOCATI
ONOFDUTI
ESANDRESPONSI
BILI
TIES

Itisther esponsibil
i
tyoft heMi nistry/Departmentwhi cht heofficerhasj oined,t o
eff
ecti
velyinducthim/ heront hejob.Thisent ailsdetail
i
ngi nwriti
ngt hejobdescr i
ption
andprovidi
ngaschedul eofdut i
est otheof fi
cer.
Inaddit
ion,anenabl i
ngenv ir
onmentmustbeaccor dedtotheof fi
cert oenablehim/ her
perf
orm his/herj
ob.Onceont hejob,thenewof fi
ceristobecoachedonhowt asksar e
perf
ormed,andment or edintothewor ki
ngcul turebysuper vi
sorsandcol l
eagues.Thi s
i
ncludes issues such as t he st y
le,f ormat of of fi
ce cor r
espondence ( lett
er s,
memor andums,br i
efs)andr eportingrelationships.Theof f
icerisalsof amil
iar
izedwi th
theoperati
onsofot herdepar t
ment s/sections.

Adv
ant
agesofal
locat
ionofdut
iesaccor
dingt
oqual
if
icat
ionandexper
ience

i
) I
tprovides occupat
ionalspeci
ali
zat
ion whi
ch makes bestut
il
izat
ion of
manpower.

i
i
) I
t ensures the per
formance of al
lact
ivi
ti
es necessar
yfor achi
evi
ng
or
ganizat
ionalobj
ect
ives.

i
i
i) I
tfaci
l
itat
esdel
egat
ionofaut
hor
it
y.

i
v) I
tsimpl
if
iestrai
ningbecausemanager
shav
etobeexper
tsonl
yinanar
row
r
angeofskil
l
s.

v
) I
thel
pspeopl
etobecomeexper
ts.

Di
sadv
ant
ages

i
) Thereist oo much emphasi
s on speci
ali
zat
ion.When each empl
oyee
speci
ali
zesonlyi
nasmal lpartoft
hej ob,hecannotdev
elopabalanced
att
it
udetowardst
hejobaswhole.

OFFI
CESUPERVI
SION

Supervi
sion;i
sthepr
ocessi
nwhi
chani
ndi
vi
dualdi
rect
sandcont
rol
sthewor
kof
other
s.

Super
visori
sthepersonwhocarriesoutl
owerlevelr
esponsi
bil
i
tiesf
orhi
gherl
evel
managementandhasadir
ectcont
rolov
erper
sonnel
.

TYPESOFSUPERVI
SORS

Fi
rst–li
nesupervi
sor;i
stheonewhosuper
visest
hewor
ker
satt
hebot
tom l
eveloft
he
or
ganizat
iondi
rectl
y.

58
The second – l
i
ne super
visor
;ist
he one who super
vises one ormor
efi
rstl
i
ne
super
visor
s

The t
hird –l
i
ne super
visor
-ist
he one who super
vises one ormor
e second l
i
ne
super
visor
s.

Wor
kingsuper
visor
s;spendsmostofhi
sti
mei
nact
ual
product
ion.

FUNCTI
ONSOFTHESUPERVI
SOR

Super
visorcanbeconsi
der
edasamemberoft
he“
management
”,henceper
for
mst
he
fol
l
owingduties.

1.Pl
anni
ng.

–part
ici
pat
esint
hef
ormul
ati
onoft
heest
abl
i
shmentofobj
ect
ivesf
orhi
swor
k
gr
ouporuni
t.

-
att
empt
stounder
standandknowt
hewor
ktobeper
for
medbyhi
m/herandhi
s
/
herwor
kgroup

-under
standst
heor
gani
zat
ionpol
i
ciesandi
nter
pret
sthem t
owor
kgr
oup

-keepsupnewdev
elopment

-
Int
roducesi
mpr
ovement
sincur
rentwor
kingmet
hods.

2.Funct
ionofcont
rol
li
ng

-f
oll
owsst
atedpr
act
icesandpr
ocedur
es

-
makesuseofst
andar
dsest
abl
i
shedf
ort
hewor
k

-ev
aluat
eswor
kout
puti
nter
msofcost
.

-
Checksaccur
acyandquant
it
yofwor
kpr
oduced.

-
mini
mizespeakwor
kloadst
oachi
eveopt
imum ut
il
izat
ionofwor
kgr
oup.

3.Funct
ionofor
gani
zing

-
del
egat
est
hewor
ktoot
her
s

-
All
ocat
est
hewor
kamongmember
sofhi
s/herwor
kgr
oup

-Pl
acessi
mil
arwor
kint
hesamewor
kgr
ouporsub-
group

-Keepsempl
oyee-wor
krel
ati
onshi
pup-
to-
dat
e

59
 4.Funct
ionofact
uat
ing

- I
nfor
msempl
oyeesofchanges

- Ev
aluat
esempl
oyees

- Enf
orcesdi
sci
pli
ne.

ELEMENTSOFSECURI
NGEFFECTI
VESUPERVI
SION

1.Fai
rness;
equal
i
tyi
ntr
eat
mentt
oal
lwor
ker
s.

2.Pr
act
icepar
ti
cipat
ivemanagement
;al
l
owssubor
dinat
esorwor
kgr
oupt
ogi
veout
t
hei
rvi
ewsuponwor
kmet
hodsandt
aket
hem i
ntoconsi
der
ati
on.Ev
erymemberof
t
hewor
kgr
oupi
sgi
vent
her
ightt
omakesuggest
ionsanddi
scusswor
kmet
hods.

3.Si
mpl
eInst
ruct
ions;
thesuper
visorshoul
dissuecl
earandsi
mpl
einst
ruct
ion.

4.Enf
orcementofal
lrul
esandr
egul
ati
ons.Rul
esandr
egul
ati
onsmustbeenf
orced
pr
ompt
lyandanydel
aywi
l
lref
lecti
ndeci
sionandi
nabi
l
ityt
ocopewi
tht
hesi
tuat
ion

5.Wat
chwast
eofmat
eri
alsandt
ime;shoul
dguar
dagai
nstwast
eofmat
eri
alsand
t
ime.

SPECI
ALSKI
LLSOFASUPERVI
SOR

1.Teachi
ngski
ll
s;expl
aini
nganddemonst
rat
ingwor
kpr
ocedur
es t
o wor
kgr
oup
(howthewor
kshouldbedone)

2.Coachi
ngski
ll
s;Abi
l
ityt
odev
elopori
ncr
easesubor
dinat
esmanager
ial
ski
l
ls.

3.Counsel
ingsi
ll
s

4.Communi
cat
ionski
ll
s

5.Concept
ual
,Humanandt
echni
calski
ll
s

- A concept
ualskil
lenabl
esthesuper
visort
oassesst
hef
ulli
mpactofa
changeofvar
iet
yofchanges.

- Humanski
l
ls–hel
pst
hesuper
visort
owor
kwi
thot
herorsubor
dinat
es

- Techni
calski
l
ls– hel
pst
hesuper
visor
show t
otackl
etechni
calpr
obl
ems

60
 upont
hei
roper
ati
onsort
asksoft
hei
rresponsi
bil
i
ties(
Gupt
a,2012)

POWER

Powerrefer
stotheabil
it
yorcapacit
yt oinf
luencet
hebehaviouroratt
it
udeofother
i
ndivi
dual
s.Orpowerref
erst
oacapaci t
ythatAhastoinf
luencethebehavi
ourofBso
thatBact
sinaccor
dancewit
hA’
swi shes(powerisaf
unct
ionofdependency)
.

Poweri
stheabil
i
tytoexert(appl
y,use)i
nfl
uencei
ntheor
gani
zat
ionbey
ondaut
hor
it
y,
whi
chisder
ivedf
rom posi
ti
on.

SOURCESOFPOWER

a)For
malpoweri sbasedonani ndivi
dual ’
sposi ti
oni nanor ganizati
on.For mal
powercancomef rom t heabi li
tytocoer ceorr ewar dori tcancomef rom formal
aut
hori
ty.
i) Coercivepower–apowerbaset hati sdependentonf ear.Aper son
reactstot hispoweroutoff earoft henegat iveresultst hatoccursif
she/hef ail
edt ocompl y.
ii
) Rewar dpower -compl ianceachi evedbasedont heabi l
itytodistri
bute
rewardst hatother sviewasv aluable.
ii
i) Legi t
imat epower -thepoweraper sonr eceivesasar esultofhisorher
posit
ioni nthef ormal hier
archyofanor ganizati
on.
b)Per
sonalpowert hatcomef rom indiv
idual’suniquechar acter
isti
cs.
i) Expertpower -i nfl
uencebasedonspeci alskil
lsorknowl edge(asj obs
become mor e speci ali
zed we become i ncreasingly dependenton
expertstoachi ev egoals).
ii
) Referentpower -based on possessi on byan i ndivi
dualofr eli
able
resourcesorper sonalt r
ait
s( admi rat
ionofcer tai
nper sonandadesi re
tobel i
ket hatper son).
POWERTACTICS

Waysi
nwhichindi
vi
dualtr
ansl
atepowerbasesintospeci
fi
cact
ions.Whatopt
ionsdo
i
ndi
vi
dual
shavefori
nfl
uenci
ngthei
rbosses,
coworker
s,orempl
oyees?

Ty
pesofpowert
act
ics

i
) Legiti
macy.Relyononesaut hori
typosit
ionorinf
luenci
ngthatarequesti
sin
accordancewi t
horgani
zati
onalpoli
ciesorrul
es.
i
i
) Rationalpersuasi
on.Presenti
nglogicalaugmentsandf actualevi
denceto
demonst r
atethatarequesti
sreasonable.
i
i
i) Inspir
ati
onalappeals.Devel
opingemot i
onalcommi tmentbyappeali
ngtoa

61
 tar
get’svalues,needs, hopesandaspi rati
ons.
i
v) Consul tati
ons.I ncreasi ngt het arget’
smot i
vati
onandsuppor tbyinvolv
ing
him/herindeci dinghowt heplanorchangewi llbeaccomplished.
v
) Exchange.Rewar di
ngt het ar
get ’
swi t hbenef i
tsorf av
oursi nexchangefor
fol
lowingar equest .
v
i) Per sonalappeal s.Aski ngf orcompl iancebasedonf ri
endshiporloyal
ty.
v
ii
) Pr essure.Usingwar nings, r
epeat eddemandsandt hreat
s.
v
ii
i) Coali
ti
on.Enl isti
ngt heai dofot herpeopl etopersuadet het ar
getorusing
supportofot hersasar easonf orthet argettoagree.

AUTHORI
TY

Author
it
yi st
her i
ghttogi
veordersandexpect
edtoseet hem obey
ed.Orauthor
it
yisa
l
egalorright
fulpower,ari
ghttocommandoract .Orauthori
tymaybedefinedasthe
powertomakedeci si
onswhichgui
detheacti
onofother
s.

Author
ityi
sthelegi
ti
matepowerofasuper v
isort
odi
rectsubor
dinat
est
o t
akeact
ion
wit
hinthescopeofthesuper
visor
'sposi
ti
on.

Ingovernment ,aut
hori
tyisoft
enusedinter
changeabl
ywi t
h"power".However,t
hei
r
meaningsdiffer:whi
le"power
"isdefi
nedas"theabil
it
yt oinfl
uencesomebodyt odo
somethingthathe/shewouldnothav
edone","
author
it
y"referst
oacl ai
m ofl
egit
imacy
,
thej
usti
ficat
ionandrightt
oexerci
set
hatpower.

TYPESOFAUTHORI
TY

i
) Legalaut
hor
it
y;whet
herani
ndi
vi
duali
slegal
l
yper
mit
tedt
otakeanact
ionor
not.

i
i
) Techni
cal
aut
hor
it
y;aper
soni
srecogni
zedasanexper
tinapar
ti
cul
arf
iel
d.

i
i
i) Ul
ti
mateaut
horit
y;iti
sanauthor
it
ythatdeal
switht
heor
igi
nalsour
cef
rom
whi
choneder
ivestheri
ghtt
otakecer
tai
nacti
ons.

i
v) Operati
onalauthor
ity
;to carryoutt he wor
k,“
the execut
ive making t
he
del
egationishi
mselfaut
horizedtotakesuchact
ion,hemerelyextendsthi
s
per
mi ssiont
opeoplewor
kingt ohi
m”.

Thr
eef
ormsofaut
hor
it
yar
e;l
i
neaut
hor
it
y,st
affaut
hor
it
yandt
eam aut
hor
it
y

Li
neauthor
it
yi sdir
ectsuper
visor
yauthori
tyfr
om super
iortosubor
dinat
e.Aut
hori
ty
fl
owsi
nadirectchai
nofcommandf rom t
hetopoft
heschool/
companytothebot
tom

62
Staf
fauthor
it
yismoreli
mitedauthor
it
yt oadvi
ce. I
tisaut
hor
it
ythati
sbasedon
exper
ti
seandwhi
chusual
l
yinvol
vesadvi
singl
inemanager

Team authori
tyisgrant
edt ocommi
tt
eesorworkteamsinv
olvedi
nanor gani
zati
on'
s
dai
lyoperati
ons.Wor kteamsaregr
oupsofoper
ati
ngemployeesempoweredt opl
an
andorganizethei
rownwor kandt
oper
for
mthatworkwit
hami ni
mum ofsuperv
isi
on

Char
act
eri
sti
cs

1)Theaut hor it
ygi vent oposi ti
oni slegalandl egitimate.Itissupportedbyt
raditi
on,
l
awsorst andar dsofaut henticit
y.
2)Theaut hor i
tyenj oyedbyaposi ti
oni snotunl i
mi t
ed.Theposi ti
onholderi s
expect edt ousehi sauthor i
tyasperr ules,r egul at
ions,polici
esandnormsoft he
organizat i
on.
3)Author i
tyi st her elat
ionshipbet weent woi ndi vi
duals;onesuper i
orandtheot her
subordi nat e.Thesuper iorframesandt ransmi tsdecisionswi t
htheexpectation
thatthesubor dinat ewi l
lacceptt hem.
4)Author i
tyi susedt oachi eveor gani
zat i
onal goal s.
5)Author i
tyi sakeyt ot hemanager ialj obt hatmeansi tpr ovi
desthebasisf or
getti
ngt hingsdone..
6)Author i
tygi vesr ightsofdeci si
onmaki ngbecauseamanagercangi veor ders
onlywhenhedeci deswhathi ssubor dinat esshoul dorshoul dnotdo.
7)Author i
tyi ni tselfi sanobj ectivethingt hati tsexistencei salwayssubj
ecti
ve.Its
exercisedependsonper sonalit
yfact orsoft hemanagerwhocanusei tandon
thesubor dinat ewi t
hwhom i tistobeexer cised.
8)Author i
tycanbedel egated.Amanageri nst eadofexer cisi
ngsomepar tofhi s
authorityhi msel fmayt r
ansf ertohissubor dinates.

SOURCESOFAUTHORI
TY

Ther
ear
ethr
eet
heor
ieswhi
chexpl
aint
hesour
cesofaut
hor
it
y:

1.Formalaut horit
yt heory;thistheoryexplainst hatauthori
tyor iginatesatthe
top ofan or ganizati
on and f l
ows downwar ds t
hrough t he pr ocess of
delegati
on.Thi sf orm ofaut hori
tyoperat est hr
ough gov erning r ul
esand
procedures,constit
uti
onandeconomi cbasis.
2.Acceptanceaut hori
tyt heory;thisexplainst hatformalaut horitybecomes
acceptablewhent heper sonhasabi li
tytoinf l
uenceothers.Thedel egatedhas
tobeaccept edbyt hesubor dinates.
3.Compet ence aut hori
tyt heory;an individualder i
ves aut hor i
tyf rom his
personalcompet ence and char i
sma.The basi s oft hist heoryi s ones
knowledge,skill
s,atti
tudesandexper i
ence.Forexampl eifaper soni sexper
t

63
 i
npart
icul
arf
iel
dofknowl
edge,ot
herpeopl
efol
l
owhi
sadv
iceasi
fthatwer
e
anor
der.

LI
MITATI
ONSOFAUTHORI
TY

1.Biol
ogi calli
mi tation;humanbei ngsdonothav et hecapaci t
yt odocer tain
thi
ngs.Ther eforei tli
mitsf ortheonewhohasr ighttogiveor derstoother s
(managert osubor dinate)t oper f
ormi mpossi bl
et hings.
2.Physicall i
mi tati
on;t hisi ncludesphy sicallaws;cl i
mat eandgeogr aphical
fact
or srestrictmanager i
al authorit
yt oagr eatextent.
3.Legal constraints; managerhast oexer ci
sehi saut hori
tywithinthebounds
ofvar i
ousl awspassedbyt hecent ralandl ocal government .
4.Socialconst rai
nt s;soci alf actorsl i
kesoci albel i
efs,norms,codesand
customs.
5.Organizational li
mi tati
ons; amanager ’
saut hor i
tyisrestri
ctedbyobj ecti
v es,
poli
cies,r ules oft he or ganizati
on as l aid down i n memor andum of
association,ar t
icle ofassoci ati
on,par tnership agreementand pol icy
manual .
6.Economi c const raints;mar ketf orces and ot hereconomi c condit
ions
rest
rictmanager ial author i
ty.
7.Limitedspan; amanager ’saut hori
tyisl imitedbecauset hereislimitofthe
numberofsubor dinateswhi chhecanef fecti
velysuper vi
se.

RESPONSIBILI
TY
Responsi
bil
i
tycanbedefinedastheobli
gati
onofasubordi
natetohissuperi
or.
Responsi
bil
i
tyref
erstothement alandphysi
calacti
vi
ti
eswhichmustbeper f
ormedto
car
ryoutataskorduty.Responsi
bil
it
yari
sesfrom t
hesuper
ior-
subordi
naterel
ati
onshi
p
wherebyasuperi
orcommandsov erhissubor
dinat
e.

Responsi
bil
i
tyisa charact
eri
sti
csomeonehast hatdemonst
rateseff
ici
encywhen
taki
ngcareofcert
ainthi
ngs.I
fy ouar
eresponsi
bleyouwil
ldot hingsy
ouknow t
hat
needtobedone.

Char
act
eri
sti
csofr
esponsi
bil
it
y

i
) I
tcanbeassi
gnedt
ohumanbei
ngonl
y.

i
i
) I
tar
isesf
rom super
ior-
subor
dinat
erel
ati
onshi
p

i
i
i) I
tmaybeacont
inui
ngobl
i
gat
ionorconf
inedt
otheper
for
manceofasi
ngl
e
f
unct
ion.

i
v) I
tcanbedel
egat
ed.(
Gupt
a,2009)

64
65
RECORDMANAGEMENT

Arecor
dissomethingthatrepresent
spr
oofofexi
stenceandt
hatcanbeusedt
o
r
ecr
eateorpr
ovest
ateofexi
stence.

RecordManagement(RM)i
sthesuper
visi
onandadmi
nist
rat
ionofdi
git
alorpaper
,
regar
dlessoff
ormat
.

Or

Record Managementi s a sy
stematic admi
nist
rat
ion ofr ecords and document
ed
i
nformati
onf orit
sentir
el i
fecycle,fr
om creati
on/recei
pt,classi
fi
cati
on,use,fi
li
ng,
ret
enti
on,st
oragetof
inaldi
sposit
ion.

Record-keepi
ngisanessenti
alpartofmanybusinesst ypest
oday.Whet
hery
ouwor kin
amedi caloff
ice,uni
ver
sit
y,l
egalf
irm orot
heri
nsti
tution,managi
ngthef
ormsthatkeep
thesebusinessesrunni
ngisoft
enaf ul
l-
ti
mejobinitself
.

OBJECTI
VE/
PURPOSEOFRECORDSMANAGEMENT

Thepur
poseorobj
ect
ivesi
nmai
ntai
ningt
heser
ecor
dsar
efol
l
ows:

Account sofprogresskeptinanor derl

yway;forexampleifapat i
entappr
oachesa
doctor,itisusualthatthepati
ent
’spasthist
oryisneededt odi agnosethedisease
properl
y.Inthesameway ,tomeasur
et hepr
ogressoftheconcernort ofi
ndoutcertai
n
otherfacts,
ahistor
yofthefir
misneeded.Andthepastrecor
ds,histor
yofthebusiness,
recountthedeali
ngs.

Pr
operstudyoftheposi
ti
onoft hefir
m;recor
dsofpasttransact
ionsarethebasi
cson
whichfur
therst
udycanbemade.Thepr eser
vedrecor
dsar ethecontri
butor
yfactor
s,
wi
thoutwhichagoodandproperstudyoftheposi
ti
onofthefir
m cannotbemadeanda
st
atementcannotbepr
epar
ed.

Compar isonofbusiness( peri

odwi se/st
atewise);pastrecordsmakeiteasyand
possibletocomparetheper for
manceofoneper i
odwi t
ht hatofanot
herper
iod,one
placewi t
hanother
,oneresultwithanother
,et
c.Bycompar i
son,onecanknowwhether
thereisprogr
essornot.

I
ncaseofdi
sputestheneedforrefer
ri
ngtotheserecor
dordocumentof
tenari
sesf
or
t
heset
tl
ementofdisput
esint
ransacti
on.Al
li
nformati
oncannotber
emembered.

66
Poli
cymaking;pastr
ecords,ev
ent
s,pr
ogr
ess,et
c.,ar
ever
ynecessar
yt odeci
def
utur
e
poli
ciesandplans.I
nt heabsenceofrecor
ds,thepoli
ciesandplansmaynotbe
successf
ul.

Legalr
equi
rement
;cer
tai
nrecor
dsar
etobekeptf
oranumberofy
ear
sfr
om t
hel
egal
poi
ntofvi
ew.

Generaluse;somecustomersmaysi mplyref
ert
ot heprevi
ouscor
respondenceby
quoti
ngthenumberanddate.Insuchcase,i
fthel
ett
ershavebeenfi
l
edpr oper
ly,i
tis
easytocomplywit
htheneedofthecust
omers.

Faci
li
tat
etodetecterr
orsandwast age;pastrecor
dshelpinlocat
ingtheerr
orsand
i
denti
fyi
ng t
he wastes occur
ring i
nt he organi
zat
ion.Thus the managementcan
el
imi
natetheer
ror
sorwast es.

Ther
ecor
dsmaybecl
assi
fi
edi
nto:

Per
sonnel
recor
ds

Cor
respondencer
ecor
ds

Account
ingr
ecor
ds

Legal
recor
ds

Ot
herbusi
nessr
ecor
ds

Pr
inci
plesofr
ecor
dmanagement

I
nor dertobesuccessf
ul,t
her
ecor
dsmanagementmustbebasedont
hef
oll
owi
ng
pr
incipl
es:

Ver
if
icat
ion;
Recor
dscanbev
eri
fi
edwhenev
erneeded

Justi
fi
cat
ion;Recor
dsmustbemai nt
ainedwi
thsomej
ust
if
iabl
epur
pose.Ot
her
wisei
t
wil
lbeawast eofmoney
,spaceandti
me.

Classif
icat
ion:Recor
dsmustbecl assif
iedaccor
dingt
othei
ruse.I
tmaybecl
assed
accordingtoti
meorchronol
ogyorsubjects.

I
nfor
mat
ion:
Ther
equi
redi
nfor
mat
ionmustbeav
ail
abl
ewher
everneeded

Elast
ici
ty;The r
ecor
d sy
stem mustbe el
ast
ici
n capaci
ty so t
hatexpansi
on or
contr
acti
on

Reasonabl
ecost
:Thecostofr
ecor
dmanagementmustbear
easonabl
eone.Formor
e

67
i
mport
antr
ecords,l
argeramountmaybespendandf
orl
essi
mpor
tantr
ecor
donl
y
smal
l
eramountshoul
dbespend.

REGI
STRY

 Aregi
str
ycanbed
efi
neda
sapl
acewhe
ret
her
ecor
dsoft
heor
gani
zat
iona
reke
pta
nd
ma
inta
ined.

 Purpos
e:Thepurpo
seofRe
gis
tryi
stos
endt
othea
cti
onof
fi
cer
,ther
ightpa
per
sint
he
ri
ghtfi
leatt
heri
ghtti
me

Fa
ctor
sfort
heSuc
ces
soft
heRe
gis
try

a
)Goodworkproce
dure
.Theregi
st
rymustbepr
ovi
dedwit
hgoodpr oc
edur
esf
ordo
ingi
ts
wor
kpa
rti
cul
arl
ythemet
hodsoffi
li
nga
ndme t
hodofc
las
sif
ica
tion

b)Tra
ineds
taf
f.Regi
str
ysta
ffmus
tbepr
ope
rlyt
rai
nedi
nre
gis
trywor
kinor
dert
opr
ovi
de
ef
fi
cie
ntser
vic
etothest
aff

c
))Cooper
ati
onf
rom s
eni
oroffic
ers
.Iti
sthef
actthatawe l
l–runregi
str
ywi
lld
epe
nd
ve
rymuc
hongoodre
lat
ions
hipbet
weent
heRegi
st
r yst
affa
ndtheus
ers.

d)Ef
fect
ivesupe
rvi
si
on.Thes
ucc
essofr
egi
str
ywillde
pendont
hea
bil
it
yoft
hes
upe
rvi
sor
.
Asupervi
sormus
tbeagoodco
ordi
nat
orandgoodpl
anner
.

Func
tionsoft
heRe
gis
try

1)Re
cei
ving,s
ort
inga
nddi
st
ri
but
ingma
il
s.

2)Fi
li
nga
ndc
ros
sre
fer
enc
ingma
il
s/
let
ter
s.

3)Cont
rol
li
ngmove
mentoff
il
esbyus
ingf
il
emove
mentc
ard.

4)Cus
todyoff
il
es/
pape
rswhe
nnotunde
rac
tion

5)Tr
aci
ngpr
oduc
ingp
ape
rswhe
nne
ede
d

6)Deal
ingwith Brin
gUp( B.
U)r
ele
vanti
nfo
rma
tion a
ndPutAwa
y(P.
A )I
rre
leva
nt
i
nfor
ma t
ionar
rangeme
nts

7)Che
cki
ngf
il
esa
nds
endst
hec
los
eda
nddor
mant(
unus
ed)one
stoAr
chi
ves
.

Di
spa
tchi
ngout
war
dma
ils

HANDLI
NGOFI
NCOMI
NGANDOUTGOI
NGMAI
LS

Ma
ilc
anbede
fine
dast
hewr
it
te
ncommuni
cat
iont
hatpa
sse
sthr
oughame
sse
nge
rort
hepos
t

68
of
fi
ce.

Type
sofma
il

i
) I
ncomingorinwar
dmail
.
i
i) Out
goingoroutwar
dmai
l.
i
ii
) I
nter
-depar
tmenta
lmai
l.

For
msofma
ils

The
sei
ncl
udel
ett
ers
,ci
rcul
ars
,va
riou
sdoc
ume
nts
,te
legr
ams
,or
der
s,r
emi
tt
anc
es,e
tc.

Re
asonsf
orma
ili
ng

Ma
ili
ngs
erv
ice
sisne
ede
dona
ccountofanumbe
rofr
eas
ons
.

i
) Efficientma i
lings ervicei mprove si nte r
-departmenta ndi nte
r-bra
nchr el
ati
onsa nd
als
oe f
f i
cie
ncy.
i
i) Efficientma i
li
ngs ervi c
es upple
me ntsthee ff
ortsofc orrespondence,tr
anscri
pti
ona nd
recordsma na
ge ment .Mu choft hewor kdoner egardingt he ms hal
lbeas heerwa st
e
unle s
si ti
sbac kedbygoodma ili
ngs ervice.
i
ii
) Ins omeor ganizat
ions ,e.g.ac orre sponde nces choolorma i
lorderhouse,ma il
ing
activit
yi sacos t
lya ffai
randhe nc ea ndhe ncemuc ha t
tentionmus tbepaidtoma il
ing
services otha
tbe nefitsarea tl
easte qua ltothec ostincur r
ed.
i
v) Itiswe l
lknownf a
c tthatthema i
lingde part
me nthasbe enus ual
lythetr
aini
nggr ound
forma nyj uniors.The ylea rnmuc hf romt her outi
ne soft hema ili
ngservic
e.Thege t
fami l
iarwiththeor ga ni
zationset
up,pe opl e,routi
nes,c hainsofre s
ponsi
bili
tyetc

I
NCOMI
NGMAI
L

 Pr
oce
dur
eofHa
ndl
ing

I
ncomi
ngma i
lmeansle
tte
rsandpar
cel
sre
cei
vedf
rom va
riouspl
ace
se.gpos
tof
fi
ce,
mai
lcl
ear
ingce
ntr
eandnearb
yoff
ice
s.

Whe
nthema
ili
sre
cei
vedi
nther
egi
st
ryt
hema
ilc
ler
kwi
llt
aket
hef
oll
owi
nga
cti
on.

a
)Tos ortt
hemai
lsi
ntot
hre
egr
oups
:-pe
rsona
lma
il(
pri
vat
ema
il)
, Of
fi
cia
lma
ila
nd
Re
gist
ers
li
ps

b)Af
ters
ort
ingt
hema
il,t
hef
oll
owi
nga
cti
onwi
llt
akepl
ace

 di
st
ri
but
ingt
hepe
rson
alma
ilt
oindi
vidua
lsa
ccor
dingt
othepr
act
ice
s

69
  Rec
ordtheregi
st
ers
li
pintheRegi
st
ere
dMa
ilBookbe
for
egoi
ngt
othepos
tof
fi
cef
or
t
hecol
lect
ionoft
heRegi
st
er(
s)

 Ope
ntheof
fi
cia
lma
ili
nthepr
ese
nceofa
not
herof
fi
cer

 Ens
uret
hec
ont
ent
sar
enotda
mage
d.

 Dat
es t
amp al
lthema ilexce
ptthefol
lowi
ng;Photogr
aphs,Origi
nalCe
rti
fi
cat
es,
Li
cenc
es,I
nsur
anc
e,Pol
ici
es,
Cheque
s,MoneyOrde
rsa
ndLe galdoc
uments
.

 Af
terda
tes
tampi
nga
lll
ett
ersmus
tber
ecor
dedi
ntheI
nwa
rdMa
ilRe
gis
ter

Pr
oce
dur
esf
orHa
ndl
ingI
nwa
rdMa
ilorDa
rk

 Rece ivi
nga ndc olle
ctingt hema i
l.Theordi
narymai
lisr
ece
ivedfrom t
hepos
tof
fi
ce
thr
o ught hepos t
ma nonc eortwic
eada yi
nmo stt
ownsi
nourc
ountr
y.
 Ope ningt hema il
.
 Scrutinizingthec ontent.
 Stampi ngt heda te.
 Prepa ri
ngc irc
ulations l
ips.
 Recor dingthema il
.
 Sortinga nddi s
tri
butionoft heinwardmai
ls.
 Follow- up.

PREVI
EW OFMAI
L

 Thismeanstheadva
ncer
eadi
ngofope
nedi
ncomi
ngl
ett
ersbys
che
dul
eof
fi
cerbe
for
e
suc
hlet
tersa
refi
led.

Adva
nta
gesofPr
evi
ewi
ngLe
tte
rs

i
. I
tena
ble
sthes
che
dul
edof
fi
cert
obei
ntouc
hwi
tht
hebus
ine
ssoft
heof
fi
ce.

i
i. I
tena
ble
sthepr
evi
ewi
ngof
fi
cert
oDe
lega
tewor
kandma
kef
oll
owupt
ojuni
ors
taf
f.

i
v. I
tena
ble
sthepr
evi
ewi
ngof
fi
cert
ore
cogni
zea
nyl
ett
erne
ede
dur
genta
cti
on.

DI
SADVANTAGES

i
. I
tca
use
sade
layi
nfi
ll
ingoft
heope
nedl
ett
ers
,ift
hepr
evi
ewi
ngof
fi
ceri
sawa
y.

i
i. Le
tt
ers
/doc
ume
ntsma
yge
tlo
stormi
spl
ace
ddur
ingpr
evi
ewi
ngpr
oce
ss.

i
ii
. Shor
tageofs
taf
f

OUTGOI
NGMAI
L

70
Obje
cti
ve-theobj
ect
iveoft
her
egi
st
rya
sre
gar
dsout
goi
ngma
ili
stodi
spa
tcha
llt
hema
ilont
he
sa
meda yissi
gned.

Sour
ces

i
) Re
plyofinc
omingmail
.
i
i) Re
questofi
nfor
mat
iontoout
si
deof
fi
ces
.

Of
fi
cer
sConc
erne
dwi
thOut
goi
ngMa
il

i
) Thetypis
t–whot ypest
helet
ter
.
i
i) Thesigni
ngoff
icer-whosi
gnthelet
ters
.
i
ii
) Thedispat
chcl
erk-whod i
spat
chest
helett
er.
i
v) Theme ss
enge
r–whos e
ndsthelet
ter
stothepos
tof
fi
cea
ndot
herpl
ace
s.

Di
spa
tcha
rra
nge
ment

A.Di
spa
tchor
dina
ryl
ett
ers

i) Prepareenvelope sforalla
ddr es
ses.
ii) Putthelett
ersi ntotheenvelopes.
iii
) We ighthelet
te rsandputstampsont he
m.
iv) Putthelett
ersi ntothema i
lba g.
v) Givethemt ot heme s
sengertosendthe
mtot
hepos
tof
fi
ce.

B.Re
gis
terma
ilt
hrought
hepos
tof
fi
ce

i) Prepareenvelopesf oralla
ddr e
sses–usene
we nvelope
sonl
y.
ii) Blue–c rossthee nvelopes
.
iii
) Sealallfl
apswi ths eal
ingwa x.
iv) We ighthelett
ersa ndputstampsont hem.
v) Enterthelett
ersint heoutwardregis
ter
edmailbook.
vi) Takele t
ter
stot hepos toff
iceandobtai
narecei
pt

Spe
cime
nofOut
goi
ngCor
res
ponde
nceRe
gis
ter

Dat
erece
ive
d Da
te of To whom Lett
er Subj
ect For pos
t
f
ordis
pat
ch dis
pat
ch se
nt re
fere
nce offi
ce/
dispat
ch
regi
str
y
numbe r
01/
12/
2011 01/
12/
2011 Chi
ef AC. Exami
nati
on Dispat
ch
Exe
cut
ive Ex.
2011/
2 Semes
terI
I

71
 of
fi
cer(
CEO)
Spe
cime
nofadi
spa
tchbook

Da
teofl
ett
er Date of To whom Ref
. No. of Si
gnatur
e of
di
spat
ch se
nt l
ett
er Rece
iverand
Dat
e
01/
12/
2011 01/
12/
2011 Chie
f AC/Ex/
2011/
2 Si
gned
Executi
ve
of
fic
e r(
CEO)
FLI
MSI
ES

Fl
ims
yar
eext
rac
opi
esofout
goi
ngl
ett
erske
ptf
orc
irc
ula
tiont
oof
fi
cer
s.

Adva
nta
gesofke
epi
ngf
li
msi
es

i
) Off
ice
rswi
llknowwh ati
shappeningi
notherdepa
rtme
nts
.
i
i) Theser
vea
sat empor
aryref
erenceift
hef
ilecopyismi
spl
ace
d.

Di
sadva
nta
ges

i
) Fl
ims
iesa
reke
ptf
oras
hor
tpe
riodt
her
efor
ewa
sta
geofpa
per
s.

NB:Fl
ims
iesma
ybec
irc
ula
tedt
ova
riousof
fi
cer
swe
ekl
yorf
ort
night
ly(
Aror
a,1980)

I
NDEXI
NG
Me ani
nga ndPur pose
Inde xi
ngi st hepr ocessofde terminingt hena me ,s ubje
ctorotherca
ptionsunderwhi c
ht he
doc ument sa r
ef il
ed.Inde xi sagui detor ecords.Iti sanimport
antai
dt ofil
ing.Fil
inga nd
inde xi
nga resoi nt
e r
rel
a t
e dt hatfil
ingwi thoutinde xi
ngi sinc
omplet
eandindexi
ngwi t
houtfil
ing
doe snote xi
s t
.
Thepur pos ess e
rvedbyi nde xinga r
ea sfollows :
(i)Ea s
yl ocati
onoff il
esa nddoc umen t
s
(ii)Speedyc ross-r
eferenc i
ng
(ii
i)Savingoft imea nde ff
or tinlocati
ngr ecords
(iv)Effi
ciencyofr ecordke eping
(v)Re duc i
ngt heope r
atingc ostofrecordsma nageme nt
FEATURES
Agoodi nde xingsystems houl dbe
 Si mpl e,economi ca l
,s afe,el
asticande ffi
c i
ent
.

72
  I tshouldpr ovidef orcr
ossrefer
encingoff i
les
.
 Ta bs,guidesors li
pss houl
dbeus edf orindi
cati
onsforquickre
fere
ncing.
Type sofI ndex
Va ri
oust ypesofi nde xesa reusedind i
ff
erentof f
ice
sa ccor
dingtothei
rrequir
ements.Thema in
typesofi ndexesa re:
1.Or dinaryPa geInde x
Itissimi l
artot hes ubjec
ti ndexgivenatthee ndofstandardbooksinwhichthesubje
c tmatt
eris
alphabe t
icall
ya rrangeda ndt henrel
evantpa genumbe rsa r
egivenagains
teachhe a
dingo rsub-
heading.Some ti
me si tc onsis
tsofs pecia
llyde si
gnedpa gesf i
tt
edwi t
hat abindicat
inga n
alphabe tandone a chpa get hename sors ubje
c t
sstart
ingwi t
hthatal
phabetarewr it
tenal
ong
wi t
ht hepa genumbe rs.

Thist
ypeofinde
xc a
nbe
(a
)BoundBooki nde
x
(b)LooseLeafi
ndex
(c
)Vowe lI
ndex.

(a) BoundBookI nde x:Unde rt h

iss ystem,i ndexi spre pare dinaboundbookorr egi
st
er
dividedi ntoa lpha beti
ca lse ct
ionsi nwhi cht hena me sordoc ume ntsa reent ered.Ea chs e
c t
ionhas
thel ea
ve sc uta wa ya tther ightha nds i
des ot ha ttheini
tiall
e ttersofa l
lthes e
c t
ionsa revi sibl
eat
agl ance.Al le ntriesre lat
ingt oal ett
e rora l phabetarea rrange di nt hes ames ectiono rpage
reservedf ori t.
(b)Loos e-Le afInde x:Thi si sa ni mprove dve r
sionoft heboundbooki ndex.Theboundbook
be come sin conve nienttoha ndl ei fitist oobi g.I nlooseleafi nde xs ingles he et
sa repunc hedto
fitinbe twe enme talhinge swi tht hehe lpofame ta
lscrew.Pa gesa rel oos esot hata nypa gecan
bet akenoutora ddi t
iona lpa ge sins e
rted.Toi nsertorremovet hepa ge stheme talhinge sh aveto
beuns c r
e we d.Thebi nde rwi ththel oos ei nde xs heetscanbel oc keds ot ha tnoonec ant akeout
anys hee twi thoutha vinga uthor i
tyt odos o.
c)Vowe lI nde x:Itisamodi ficationo fthebooki ndex.Inbigor ganiza ti
onswhi chde a lwi t
hl a
rge
corresponde nc e,thei nde xbooki sma intaine dont heba si
sofvowe lcla ssi
ficat
ioni nor derto
facili
tat
eq ui ckr e f
erenc e.Thes ecti
onofbookr e
servedf ora na lphabe ti ss ubdi videdinto
subs ec
tions ,e achofwhi chi sr es er
vedf oravowe l,thatis,a ,
e ,
i,
o, ua ndy.Thepa gei sfirs
t
selectedbyt hei niti
all ett
e ra ndt henbyt hevowe loccurri
nga fterthei nitiallett
er,Fore x
a mple
,
thena me‘ Ga ndhi ’wi l
lber e corde dint hes e ctionr es
ervedf or‘ G’a ndi nt hevowe ls ub-sect
ion
‘a’.Thes ystemi ss imple ,e a
s yt oope rate,e conomi cal
,ands uitablef orl a
rgeor ganizations.Butit
isnots uitablef ors ma l
lof fices.

2.Vert
ica
lCa r
dIndex
Underthissyst
eme achsubj
ect
,c u
stomerordocumentisal
lot
tedas epa
ratecardonwhich
neces
sar
yi nf
ormati
onappear
s.Thecardsmaybeofs mal
lsi
ze(12.5cmsx7. 5c ms)ora
spe r
need.Theya r
ec l
ass
ifi
edanda r
rangedal
phabe
tic
all
y,numer
ica
lly,ge
ographic
allyorsubj
ect

73
wise.Thealphabeti
calcl
assi
ficati
onismorepopular
.Insomecasesmor ethanonec ar
dma ybe
pre
pa r
edforthesa mesetofinformati
onande ac
hc a
rdma ybearr
angedindiffere
ntma nnere .
g.
inli
braryus
ua l
lytwoc ar
dsa reprepar
edforeachbook— oneisa r
rangedont hebasi
sofa uthor
andtheotheront hebasisoftit
leofthebook.Thec ar
dsarefi
ledverti
cal
lyins t
eelorwoode n
dra
we rs
.Ahol eispunche di
ntoe achcar
dtoke ept
hecardinit
sproperpla
c e
.Gui deCa r
dsma y
beusedtoindic
a t
egroupsofc ardsinacl
ass.Thi
stypeofi
ndexisverypopularinbigoffi
ces.

3.Vis i
bleCardInde
x
Unde rthissyst
em,theca r
dsa r
ea rr
angedf l
atinas ha
ll
ow t r
ayorme t
alfra
me.Ea chc ar
dis
att
achedt ometalhi
ngeandove r
lapstheonebe f
oreit
,sothatnamea ddr
essandotherpa
r t
ic
ular
s
arevisibl
ewi t
houtt
ouchingothercards.Thefra
me sortr
aysa r
ea t
tache
dve r
ti
cal
lytotheme ta
l
sta
ndsort heycanbeputhoriz
ontall
yi nt
oc a
binet
s.Thedeta
ilsofdat
ac anbewrit
tenortypedon
thefrontorbackofthecard
sforrefer
e nce
.

4.Str
ipIndex
Ineveryoffi
cet her
ei sneedf oral i
stofname sofpa r
ti
estobema inta
inedwiththe i
rtel
ephone
numbe r
s,addresse
setc.Al inee ntr
yonana rr
ows t
ripofc a
rdboardcanbepr epa
redf orasingle
it
em.The sest
ripsarea r
rangedi naf r
ameins uchawa ythatt
heycanbet akenouta ndrepl
a ce
d
withease.Fra
me scanbeha ngedont hewallorputont hetabl
einabookf ormore venarr
anged
onar otar
ys t
andwhi c
hc anbet ur
nedroundt olooka tanypartoftheindex.Thi ssyst
emi sa
vari
ati
onoft hevi siblecardi ndex,offer
st hes amea dvant
agesa ndsuffer
sf rom thes ame
drawbacks.

5.Whee lorRotar
yIndex
Underthisme t
hodcar
dsarea
rra
nge
da roundthehubofawhe elwhic
hma ybeport
able
.As i
ngle
wheelcanhol dasmanyas5000ca
rds.Ac ardcanbeinsert
edorwi t
hdr
awnwi t
houtdis
tur
bing
theot
herc ar
ds.Ent
ri
escanal
sobemadeont hecar
dswithoutremovi
ngfr
omt hewheel
.

FILING
Thetermfi
li
ngmaybede
fine
da st
heproc
essofa
r r
anginga
nds
tor
ingor
igi
nalr
ecor
dsorc
opi
es
ofthemsot
hatt
heyca
nbereadi
lyl
oca
tedwhenrequir
ed.

OrFil
ingi
sapr
oce
ssofc
las
sif
yinga
nda
rra
ngi
ngr
ecor
dss
otha
tthe
yca
nbeobt
aine
dwi
thout
de
lay

Wha
tdowef
il
e?

Wef i
ledocument
sthatar
esentt
ousbyot
herpe
opleoror
gani
zati
ons.Wea l
sofi
ler
ecor
dsofal
l
ourorgani
zat
iona
la c
tivi
ti
es.The
secanbelet
ter
s,memos,report
s,fi
nanci
alrec
ords
,poli
cy
documents
,et
c.

74
Whe
ndowef
il
e?

Thisdependsonhowbusyyourof
fi
ceis.I
nver
ybus
yorgani
zat
ionsf
il
ingisdoneatl
eas
tever
y
daya ndusual
lyf
irs
tthi
nginthemor
ning.I
nasmal
lorle
ssbusyoff
iceyouc oul
dfi
leonc
eor
twi
c eawe ek

Obj e
cti
ve s
i)Toc l
assif
ya ndarr
angerecor
dsproperly.
ii)Toprotectdocumentsaga
ins
tpossibl
el os
sordama ge.
iii
)Topr ovi
deame t
hodofobtai
ninginformati
onwithoutl
ossoft
ime.
iv)Toe nabl
epa strecordstobema dee as
il
ya va
il
a bl
et omanage
mentf
orf
rami
ngbu
sine
ss
polici
esandf ut
urepl
ans .

Functi
ons
1.Classi
fica
tionofdoc ume ntsonap r
e -
de termine dbasis
.
2.Fil
ingofl et
tersandothe rdocume ntsa fteractiontakeninc ardboardfi
lec
over
sorfol
der
s.
3.Preser
vationoff i
lecover sorfoldersinc a bi
ne tsfi
tt
edwi thdrawe r
s.
4.Iss
ueoff ile
sonr equisit
ionbya nyde pa r
tme nt.
5.Transferofpa persnol ongeri ncurre ntus efrom thee xist
ingf i
lest
os e
par
atef
olde
rsorbox
fi
lesatregularinte
rval
sf orpossiblefutur eus e
.
6.Disposalofol dpapersan drecordswhe nt hesea r
enol ongerus ef
ul.

Adva
nta
gesofaGoodFi
li
ngSys
tem

i
) Pr
ote
cti
on.I
tpr
ote
ctst
hedoc
ume
ntsa
gai
nstpos
sibl
elos
sorda
mage
.

i
i) Readyr
efe
renc
e.I
tse
rve
sasaus
efulme
thodofobt
aini
ngi
nfor
mat
ionwi
thout
l
ossoft
ime.

i
ii
) Pl
anni
ng.Fut
urepl
anni
ngi
sgr
eat
lyhe
lpe
dbyt
heol
dre
cor
ds.

i
v) Be
tte
rcont
rol
.Pr
oce
ssofc
ont
rolgr
eat
lyf
aci
li
tat
edbyt
heol
dre
cor
ds.

v) Foll
ow- upforsale
s.Foll
ow upforsal
esisunt
hinkabl
ewithoutagoodfi
li
ng
syst
em.Eg.Whe nnewpr
oduc
tsar
elaunche
d,ol
dcustomersa
retobeappr
oac
hed
forcoopera
tion.

vi
) Bas
isfore
videnc
e .Ol
dre
cordsa
reuse
fula
sevi
denc
einal
aws
uitori
npr
ovi
ng
t
it
lesa
ndexist
enceoft
hef
irmaswel
l.

Esse
nti
alsofaGoodFili
ngSystem
Thesyst
emoff il
ingmusta
chieveit
sobj
ect
ive
s.Thefol
lowinga r
ethechi
efchar
act
eri
st
icsofa
goodfi
li
ngs ys
tem.
1.Simpl
icit
y.Thes ys
temshouldbesimpl
es otha
tthee mployeesconc
erne
dma yoperat
eit

75
withouta nydi ff
icul ty.
2.Ac cess ibi
lit
y.Thes yst
ems houlde na blef il
est obee asil
yloc at
eda ndpape r
st obei nser
tedin
fi
leswi thoutdi s
tur bingt hea rr
ange men t.
3.Compa ct
ness.Thef i
li
ngs ec
tions houl doc cupyr easonables paceinvi ew oft hec os
t
implicationofl arges pa ce
.
4.Ec onomy.Thec os tofi nsta
llat
iona ndope rat
iono fthes yst
e ms houldbepr oport
ionatetothe
bene f
it
sde ri
vedf romi t.
5.Flexibi li
ty
Thes ystems houldbec a
pableofe xpans iona sthea cti
vitie
soft heor ganiz
ati
one xpand.
6.Sa fe
ty.Ther ec ordss houldbes afea nda vail
a bl
ewhe nevertheya rene e
de d.The reshouldnot
bea nyda ngerrega rdingi nsect
s,raina ndmi shandl i
ng.
7.Re tention.The res houldbeawe ll
- de f
ine dpol i
cyofr et
ainingordi s
cardingt hepa per
sa nd
records.De adma teria lmus tbediscarde dpe riodicall
y.
8.Cl a
s sific
ati
on.Mos ts ui
table me thod ofc l
assi
fi
c ati
on s hould be a dopt ed.Too ma ny
misc el
lane ousfil
e sa ndbul kyf il
esmus tbea voided

Cla
ssif
ica
tiona ndmethodsoff i
li
ng
Cla
ssif
ica
tionofdocume nt
sisnecessar
yt oe ns
urepromptavai
labi
li
tyofrecor
ds.
Cla
ssif
ica
tioni sthepr ocessofs elec
tinghe adi
ngsunde rwhichr e
cordsanddoc ument
sare
gr
oupedont heba s
isofc ommonc hara c
teri
st
icsbefor
ef i
li
ng.Fore xample,le
tte
rsmaybe
cl
ass
ifi
edont hesubj
e ctofc or
responde nce.Thema insyst
emsofc las
sif
ica
tionoffil
esina
n
of
fic
ea r
e:Al phabet
ical
,Nume r
ical,Geographical
,andSubje
ctwise.

i)Al phabet
icalFili
ng
Ac cordingt oalphabeticalclass
ifi
ca t
ion,lett
ersf rom dif
ferentpa rt
iesorr ela
tingtov ari
ous
subje c
tsarearrangeda ndputindif f
e r
entfil
ec oversontheba sisofthefirs
talphabetwithwhich
thena meoft hepa rt
yors ubjectbegins.Thef i
rstalphabetofthena meors urnameort hesubje
ct
isthepr eli
minarygui det othepos i
tionoft hef i
le.Forexampl e,al
lpa persperta
iningtoAtma
Ram&Sonsma ybef i
ledinaf olderma rked‘ A’or‘ At’
.Wi thineachf i
le,papersarearr
anged
datewi se.Inala r
geof fi
ce26Engl isha l
phabetsared i
videdintosma llequalpart
sl i
ke(Ab-An),
(Ap- Ay),(Ba-Bn),(Bo- By),et
c.Gui decardsareus edtodivi
det helette
rs.

Thema
inadvanta
ge softhi
ss ys
temare
:
(i
) i ti
ss i
mplea ndea s
ytooperat
e;
(i
i) s e
parateindexisrequir
ed
(i
ii
) Ne wna me scanbea ddedasnec
ess
arya
ndt
her
eisl
it
tl
echa
nceofwr
ongf
il
ing.

Thi
stypeofc l
assi
fi
cati
onisfoundinthet
ele
phonedi
rec
tor
yanddict
iona
ry.Di
ff
icul
ty
ar
ise
swhe nthenamei sverycommonori ft
henameisspel
twrongl
y.Itmayals
obe
di
ffi
cul
ttoanti
cipa
tethespa
cerequi
rement
s.

76
ii
)Nume ri
calFil
ing
Underthi
ss yst
emf il
esarea rr
angednume r
icall
y,eachcorr
espondentorsubj
ectbei
nga ll
ott
eda
number.Thefil
esa repla
c e
di nanume r
icalorderi
nthedrawe r
s.Forexample,acust
ome r,D.K.
Sharma,maybea l
lott
edNo. 25,sothatallpapersre
lati
ngtohimma ybefoundinfolderno.25.
As i
mpleindexorc ardindexi sre
qui r
edtoide nt
if
ythenumbe rswiththenames.Whe nanyf i
le
rel
at
ingto(say)ac ust
ome risneeded,thenameoft hepa r
tyma ybelocat
edintheindexa ndthe
numberoftherelevantfi
leascert
ained.

Theme ri
tsoft
hismethodofcla
ssif
ica
tiona r
e:
(i
)Iti
ss i
mpletooper
a t
e;
(i
i)Fi
lescanbeeasi
lylocat
ed,r
emov eda ndrepl
ace
d;
(i
v) I tisve
ryela
stic
,andexpansi
oni seasy.

Theindexpr ovidesac ompl

et
el i
stofcor
respondent
sa ndc ust
omers
.Thereareals
o
cer
tai
ndi s
advantagesofthes
yste
m.As epar
ateindexisne ce
ssar
y,anditt
akest
imeto
ref
ertotheindex.Itnee
dsmo r
espaceandnume r
ica
ltranspos
iti
onoffi
gure
sisposs
ibl
e
as298inst
eadof289.

(ii
i)Ge ogra
phicalClassi
fi
cat
ion
Int hege og r
aphic
alme t
hod,c orr
espondenceisc l
assi
fi
e daccordingt ogeogra
phica
la r
eas,
regionsors t
ates
.Filesma ybema r
kedz onewis
ei.e.North,Sout
h,Ea s
torWe s
t,orSta
tewise,
orCi tywise.Allcorr
espondencer e
lat
ingtoapart
icula
rareaarekepti nonef
il
e.Thesefi
lesmay
thenbea r
rangedalphabet
ical
lylikeAndhr aPr
ades
h,Ar unachalPr
a desh,As
sam,Be ngal
,Biha
r
etc.

Geogr
aphi
calclassi
fi
cat
ionof fe
rsanumberofadvantages.
 Iti
seasyt ooper
a te
.
 Thereisspeedylocati
onoffil
esanddire
ctfil
ingispos
sibl
e.
Ther
earecert
ainlimit
ati
onsa ls
o,li
kegr
e a
terposs
ibil
ityofer
rorwher
eknowl
edgeofge
ogr
aphy
i
swe a
k,neces
sityofase para
teinde
x,et
c.

(i
v)Subje
ctCl assific ati
on
Underthiss ystem,pa persa regr oupe da ccordi
ngt othes ubj
e c
t.Thes ubjectsaref i
ledi n
al
phabet
icalorde re .g.Ac counts,Audi t,Bill
s,andBonuse tc.Thisme t
hodi spar t
icul
arl
ys uita
ble
whenthesubj ectisofgr eateri mportancetha nthenameorl ocat
ionoft hecorrespondent
.I tcan
beusedwitha dva nta geinmos toffic
esa l
ongwi ththeotherclassi
fica
tionsystems.
Theme r
it
soft hes yst emare:
(
i) c onve nienc eofr ef
e rencewhe nt hesubje
ctisknown;
(
ii
) The r
ei ss c opeofe xpa nsi
onwi thoutdist
urbi
ngt hee xi
sti
ngf i
les.
Thema i
nde me ri
tsa rediffi
cultyofc lass
ifi
cati
on,nots uita
blef ormi sc
e l
laneous
pa pers,i nde xisnee deda ndf r
equentc r
ossref
erenc i
ngma ybene cess
a r
y.

77
Fi
li
ngpr
oce
dur
e

Ste
p1:Re ce
ivi
ngt
hedocument
,Ifiti
salet
terordoc
umentthatca
met hr
ought
hema
il,you
re
cordi
t,i
nthe"ma
ilr
ece
ived"r
egi
st
erandwr
it
ethedat
ere
ceivedordat
esta
mpit

St
ep2:Ac
tion.For
war
dthel
ett
er/
doc
ume
ntt
othepe
rsont
hatha
stode
alwi
thi
t.

St
ep3:Fol
low-
up.Che
ckt
hatt
hel
et
te
rha
sbe
ende
altwi
th.

Ste
p4:Col
lec
tingDocument
stobef
il
ed.Al
ldoc
ume
ntsa
ndt
woc
opi
esoft
her
epl
iesmus
tbe
col
lec
tedi
nafili
ngt
ray.

Ste
p5:Fili
ng.Choos
earegul
arti
metofi
lee
ve r
ydaysot
hatyouar
eneve
rlef
twithahu
gepi
le
ofloos
edocument
s.Useasor
tert
ohe
lpyouf
ileandr
emembertof
il
ebydat
eorde
r.

Equi
pme
ntus
edf
orf
il
ing

Fil
ingCa binet;Itisusedt oke epflatfi
lesands uspe ns
ionorha ngingfil
es.
Ste
e lCabinet;Itisusedt oke epbi gfi
lesthatneedt obel ockedup.
DateStamp;I tisusedt oda testampdoc ume nt
st hatarereceivedonda il
yba s
issot
ha tt
heyare
fi
ledinchronol ogicalorde rands oweha vear e
cor dofwhe nwer e c
eivedthedocument.
Regist
er;Itisus edtorec ordfile
st akenouta ndfilesretur
ned.
Fil
ingshelves;I ti
sus edt ofil
eboxf i
les
.
Boxf i
le-Thi si sabigf i
let hatisusedtoke epbi gdoc umentsthatcannotgointoafi
lingcabi
net
.
Theya r
eke pti nshelves.(we bsi
te)

78