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1. IMPORTANCE AND PURPOSE OF COMMUNICAITON
2. PROCESS OF COMMUNICATION
3. COMMUNICATION IN ORGANISATION
4. MANAGEMENT OF WRITTEN & ORAL
COMMUNICATION
5. BARRIERS TO EFFECTIVE
COMMUNICAITON
6. REPORT WRITING
7. COMMUNICATION TECHNOLOGY-OFFICE
PROCEDURES AND AUTOMATION
8. HUMAN RESOURCE AND
COMMUNICATION

1. IMPORTANCE AND PURPOSE OF

COMMUNICATION
Nearly 80% of our work time goes in communicating. The entire world is
moving on communication. Our day starts with ‘communication’.
 What is ‘communication’, sharing, exchanging ones feeling with others is
called communication. We have many acts like;
1. listening,
2. reading,
3. writing,
4. speaking,
5. facial expressions.
6. movements,
7. colours,
8. gestures,
9. arts,
10. ideas, facts, information, opinions etc.

We express ourselves (mind) in many ways. Mainly in group of human beings

communication is essential, infact it is a ’must’ factor. Lets think what will
happen to a family, a classroom, an office or a church without
‘communication’. The main purpose of the situation is depending upon the
communication.

Communication creates and executes the situation under all the circumstances.
Hence the communication is an ‘in thing’ in our day to day life. It is an
important aspect of behaviour, human communication is affected by all factors
that influence human behaviour.

Business Communication

Communication is the main integrated ingredient of the business. No

business can grow without proper communication channels. The word
‘communication’ is originated from the Latin word called ‘communis /
communicare’ which means make common, that means sharing of information,
or intelligence.

Communication helps the business to flourish. Communication in any

business should be very simple. Simplicity in communication channels would
lead the company to the success.
Business Communications is defined as the “process of transmission
of information within the business environment”.

In earlier times it was thought communication finesse is required only

for marketing and sales personal. But today, we know all the people
irrespective of their occupation needed good communication skills at all the
levels and in all the time. If it comes to an organizational level, we could make
out or well imagine how their communicating power should be in dealing with
their entire public, those includes workers, managements, customers, bankers,
suppliers etc.

Effective communication is useful for both organizations as well as for an

individual.

* For an individual: Improving ones communication skills will benefit to the

employee himself.
Over a period of time they can become the assets of the organization they are
working with. Unless you express effectively the purpose of your ideas, acts
cannot be fulfilled and go unnoticed. Hence in an organization individual
communication sills are as important as group or business communication.

Importance in Business Communication

There are number of important advantages of business communication:

• Managing Complexity all around.

• Better understanding and cooperation can take place
• The big organization management
• There is more cohesion in the organization
• The image of the company increases
• Profitability in creases
• Opportunities available in the market can be known easily
• Saves time
• The employee turn over will be less
• Customer interaction is better
• Dissemination and collection of information is easier.

Objectives of communication:
Communication is an important tool or instrument to achieve the purpose
and goals of an institution.
1.Instructions : Instruction is information about how to carry out a process
or procedure. Thought should be communicated clearly for running any
organization. Every piece of work requires an instruction (communication).

2.Education & Training : Education is the development of the abilities

of the mind. Training is practical education or practice in some skill, under
the guidance and supervision of an expert. Education and training are both
informative as well as persuasive. Both lead to discipline and development
through learning, and practice. Special communication skills are required
to accomplish these objectives.

3. Motivation:
Motivation means providing a person with a motive , an incentive, an inner
urge to make effort to do his best. Managers constantly try to improve
performance in the workplace by motivating the staff.

4. Raising Morale: Morale is the state of mind and of discipline and spirit
of a person or a group. In a work place, it is reflected in the individual and
collective actions of the employees; it reflects their level of discipline and
confidence. People with high morale feel good about themselves and are
highly motivated and have the courage to face problems and meet
challenges.

5. Counseling: Counseling is specialized form of advice. Stress, tension

and some emotional problems can b e sorted out, treated and corrected at
the health counseling centre of the company.

6. Persuasion:
Means making efforts to change or influence the attitudes and behavior of
others. Persuasion is achieved by skilful appeal to emotions. The style and
tone of persuasive communication is different from the style and tone of
informative communication.

1. Appreciation : Showing and expressing praise for the work of

others. Appreciation by managers and supervisors when employees do
good work and make achievements creates a good attitude among the
staff.
2. Representation : Representation is always in writing. An
employee who feels that he has not been given what he deserves , for
ex: a promotion, makes a representation. A representation may be
made by a group of persons too.
3. Complains : Complaint is made when there are faults or defects in
the system or in the goods supplied or services rendered , so that they
may be corrected. A complaint may be oral or written . Within an
organization, minor complaints may be adjusted by oral
communication. In commercial transactions, it is necessary to make
complaints in writing.
4. Discussion : Plans and projects reuire discussion and review,
formal and informal meetings are held for this purpose. Daily routine
matters may be settled by informal discussion. Discussions among
persons of equal status have an educative value, and are used in training
programs.

2. PROCESS OF COMMUNICATION
 Sharing of ideas, feelings, concepts and emotions is called
‘Communication”. The science of communication is as old as the man
himself. From time immemorial, the need to communicate or share is felt.
Different vehicles/channels were identified and subsequently improved for the
purpose of transmission of ideas and concepts.

Definitions :
Below are some formal definitions:

“ Communication is an exchange of facts, ideas, opinions or emotions by two

or more persons “. By- W.H.Newman & C.F.Summer

“Communication is a process of Information and understanding for one person

to another”. By- Keith Davis

Attributes of Communication:

1. Communication is a dynamic process : The message grows and

develops even if the same people talk about the same things repeatedly.
Every time anyone engages in communication, they bring to it their
moods, experiences, thoughts and feelings. Unexpected responses and
reactions occur. People change it in accordance with their own attitudes
and environment.
2. Communication is both an interaction and transaction : The
two participants of the communication process exchange ideas and
information and influence each other in the process. They also become
aware of each other’s thoughts and opinions on the topic being
communicated.
3. Communication is a two-way process: Communication is
complete only when the sender gets a response from the receiver. We
cannot say that communication is taken place when we instruct
someone, or talk to someone. It is when they follow the instructions or
respond to what we say, that the communication cycle is completed.
4. Communication is systematic and continuous: It goes on in a
proper and orderly way without stopping in some way or the other.
Silence, body language and facial expressions contribute to carrying on
the continuous process. Feedback is used to improve a certain process
 of production in the factory. The improved process can lead to further
discussions and requirements. Communication is a never-ending
process. It will never stop.
5. Communication can be intentional or unintentional : It takes
place whether we plan to do it or it is done unconsciously. Very often
we communicate what we had no intention of saying. Many times we
are not able to say what we want to. For example, a son fails in his
exam. His father tell him that it does not matter, but the tone of his
voice and body language can tell him that it DOES matter.

Communication is a continuous process. It is a five step process.

Basically it is an activity of passing the information between two, the
sender and the receiver.
• The sender has an idea, the
• Idea becomes message
• The message is transmitted
• The receiver gets the message
• The receiver reacts and sends feedback.

The entire transmission constitutes the communication process or cycle.

Sender
Medium
Receiver
Feed back
Encoding Message
Decoding Message

The source or sender initiates the process of communication. The sender has to
be clear about the purpose of the communication.

The process of putting the idea into symbols is called encoding.

It requires the selection of suitable symbols those can represent the idea.

Selection of the medium depends on the various situations:

• Urgency of the message

• Finances available
• Effectiveness of the medium
• Availability of the medium
 • The relationship between the two communicants
• Time available
• Knowledge of using the medium.

The receiver receives the message through the medium and decodes lthe
symbols into understandable information.
Decoding is the reverse of encoding. Feedback is the knowledge of the
receiver’s response to our communication.

In written communication feedback is slow. Where as in face-to-face

communication feedback is immediate.

In mass communication media like radio, TV, Newspapers, internet

communication the feedback is very slow and negligible, so delayed and almost
non-existent. But since it is so important, the special efforts through surveys
are organized to collect from people. The result of the surveys are useful to
modify or improve the programs.
The important requirement for successfully getting feedback is the are
of being a patient listener.

3. COMMUNICATION IN ORGANISATION
There are two aspects of communication in organizations.
1. The development and maintenance of a communication pattern to
ensure harmonious relationship among the employees.
2. The use of technology to secure quicker and more effective flow
of information.

Patterns of Communication in Organisation

An Organisation is a body of persons working for a well-defined common

goal. To achieve it each member of this body has to be in constant touch with
each other. We can classify Business communication into two areas:

Vertical Communication :

The vertical communication is both downward and upward. Here the

interaction occurs between the superiors and the subordinates. This
communication is both upward and downward. The top management keeps on
sending some information to the employees and also devises ways of eliciting
information from them and thus the lines of communication kept open. The two
way movement is essential to keep the organization in healthy state.

Horizontal Communication :

The horizontal communication flows between the individuals of the

same status and peer groups informed of what others are doing and what others
are doing and what is expected of them. The commonality of interest towards
the achievement of organizational goals sustains the flow.

Diagonal Communication:

The diagonal communication occurs between the departments of an

organization. Unless there is support/cooperation between the departments
which are interdependent no organization can function. For this purpose there
should be effective communication between the departments of an
organization.
Communication performs a number of functions and plays a
significant role in the running and growth of an organization. We may classify
these functions as follows:

Internal communication : The communication within the organization.

This happens
 • to generate and disseminate information,
• to direct and instruct employees,
• to maintain and improve morale, and
• to cultivate a sense of belonging.

External Communication : The communication with the outside public. This

includes both government and private. This is an essential feature of all
businesses. External communication occurs
• to sell and obtain goods and services,
• to liaise with other organizations and
• to create goodwill.

It is obvious that conveying all the information to everybody would be a

meaningless exercise. For proper functioning of a communication system
the following questions should be asked and the answers constantly
reviewed on the basis of reliable feedback:

i. What information is to be conveyed?

ii. Who requires it?
iii. What should be its form?
iv. What techniques of dissemination should be used?
v. What technological aids should be used?

There is a network of communication within every organization. Such a

network indicates clearly the lines of communication. Generally there is no
direct communication between the top management and the employee at the
lowest rung of hierarchy and vice versa. The longer the distance , the greater
are the chances of communication distortion or failure. Therefore an efficient
organization often provides for an informal contact outside the usual channels
of communication.

GRAPRVINE OR INFORMAL COMMUNICATION :

Every organization has an informal communication channel : ‘ a

Grapevine’ , this supplements the official channel. The grapevine, often called
the rumor mill, is perhaps the best-known informal communication system. It
is actually an inherent component of the internal, formal communication
system. When people talk casually during coffee breaks and lunch hours, the
focus usually shifts from topic to topic. As people go out of their work, they
have casual conversation with their friends in office.
Those friends can be from any department or may be occupying any
hierarchical level in the organization. Although some of the conversations
relate to personal matters, business is also discussed. In fact 80% of the
information that is discussed in the grapevine related to business. Also
employees rely on the grapevine as their main source of information.

In recent years the importance of communication has greatly increased

as a result of the growing complexity in organisational and individual
behaviour under the impact of rapid industrialization and modern technology.
In rapid changing world of today it is clear that today’s communication systems
will not meet the demands of tomorrow. So there is a need for constant review
and modification.

MANAGEMENT OF INFORMATION IN AN ORGANISATION:

One of the greatest concerns of an organization is how to deal with the

accumulation of information and at the same time keep its communication
pattern strong and healthy enough to bear the burden of handling enormous
data. The emphasis is on speed, efficiency and facility to recall the required
information at a short notice. Here the technology comes in a big way to help
organizations keep their communication pattern vibrant and meaningful to meet
the increasing demands.

A well equipped office will have a number of technological aids

buzzing with activity. Until recently the emphasis was on using electronic
equipment for recording and preserving oral communication. Now there is an
equal stress on using technology for what traditionally used to be recorded and
transmitted on paper.

4.Management of Written & Oral Communication

The dissemination of the message can be done in various ways. The method
chosen depends on a variety of factors whether it is in personal level or at an
organization level. They are
 1. The urgency of the message
2. The time available to reach the message
3. The skill of the communicator
4. The intellectual level of the receiver and the sender
5. The expenditure involved
6. The media available
7. The emotional level ;of the receivers
8. The geographical distance between the sender and the receiver

Methods of Communication

Broadly the Process of Communication can be classified into two methods:

1. Verbal Communication : We use the words, Speech , writing , reading etc
to communicate is called Verbal Communication. This included both Oral and
Written communication.

Oral Communication

Conversations, telephone talk, interviews, presentations, meetings, conferences, group

discussions and speeches etc. are the forms of Oral Communication. Oral
communication involves use of the words and sound.

Advantages:
Oral Commnication is speedy and offers interchange at the personal level. It is
also a powerful means of communication. The feed back is possible immediately as the
sender and the receiver will be in direct contact whether it is meeting, telephone talk etc
and it is easier to give any clarification immediately. At the times oral communication
carried on at informal levels. It can encourage the frankness and the friendship. Oral
communication does not require much money .

Disadvantages:
Oral communication is not appropriate for lengthy messages. Long and
detailed formal messages are better communicated in a written manner for fear of missing
out relevant points in cases of chemical formulas or computer programs. Oral
communication does not have long life as we cannot store the words and can not be
referred later. There is no legal validity .Any one can deny what he or she has said before.
And also there are greater chances of misunderstandings.

Types of Oral Communication:

1. Face-to- face Communication: is the best mode of Oral communication.
The communication is effective when sender has an eye contact with the
receiver. This is possible between two individuals in a meeting or an interview.
Communication flows both sides and the feedback is possible immediately. If the
other person is not interested or not liking the message the sender can change
immediately and make the conversation fruitful. Face-to-face communication is
not possible in large gatherings.
2. Telephone : Communication over the telephone depends entirely on the
voice and the words used. As the physical presence is not present the clarity of
the speech has big role to play.
3. Public Speech : A lecture or a public speech can be conducted with or
without microphones. It has face-to-face setting but the distance between sender
and the receiver is large. The success of a public meeting depends on the
speakers ability to use the microphone, voice modulation and gestures. His
silence can also convey many meetings.
4. Interview : This will happen between an interviewee and an interviewer.
There will be many interviewers. The meeting is for a specific purpose for a job
or selection for a study program or for entering into a business relationship.
When interviewer asks the questions to the candidate , both the sides will get a
chance to assess the other party.
5. Meeting : Usually a meeting involves a number of persons. The
chairman guides the proceedings and maintains order during the meeting.
Depending on he type of meeting, there may or many not be a fixed agenda. If it
is a formal meeting , notes are taken during the meeting, which are called the
‘minutes’. All the people involved in a meeting are constantly communicating.
They may be speaking or listening.
6. Presentation : This is a formal well-prepared talk given by an individual
to a group. The audience is mostly knowledgeable and interested. There can be
different purposes to giving a presentation. It can be a sales talk to introduce a
new product and advertise it or it can be a presentation made to the finance
department on the budget and saving techniques. Visual aids and humor can
enhance a presentation and make it more attractive. The responsibility of the
presenter is to make sure that all the listeners understand the matter. The
presentation is usually followed by question hour when the listeners get
clarifications.
WRITTEN COMMUNICATION:

Every thing that is put down on paper by writing comes under the purview of
Written communication . This includes letters, circulars, notices, memos, reports, forms,
manuals, journal, etc.

Advantages:
Written communication is precise and accurate as it is usually formulated with great care
since it can be checked and verified anytime. Once written cannot be refuted. Written
documents have permanent shelf life and can be used for future reference. In some cases
law requires retention of documents. For example under the companies Act, records are
required to be retained for 8 years, for customs purposes for 12 years, for Income Tax
purposes for 16 years, for Sales tax purposes 8 years and so on. The records can be
referred repeatedly. Any written communiqué can be sent to many people in many places.
As the visibility rate of the mistakes is more the errors can occur to others.

Disadvantages:
Written Communication consumes time for the preparation. It takes time to
prepare letters, notes, circulars etc unlike the oral communication which is much faster.
Infact the feedback also takes time. The receiver would send the feedback only after
receiving the document which consumes time.
Written Communication is expensive as we need writing materials. As the visibility rate
of the mistakes is high, the errors can occur to others which cannot be rectified instantly
by the sender which may cause misunderstanding or damage to the organization if the
error is big.

TYPES OF WRITTEN COMMUNICAITON:

1.Letter :
This is the most commonly used form of written communication. They are mostly used
for external communication. Letters have fixed and formal layout, which must be adhered
to. There can be sales letters, complaint letters, bank correspondence and many others.
2.Memo:
This is an informal communication between members of the same organization
and usually relates to day-to-day work. It is used to convey information and instructions.
Memos contain brief messages and are normally pre- printed formatted papers on which
memos are written. A memo may or may not be signed. It can be personalized for senior
managers.
3. Notice:
This is used when many people in the same organization have to be given the
same information. A notice should be short and to the point. It should be clear and well
spaced for easy reading.
4.Circular:
 This is a written document giving instructions or orders on a specific matter. For
example , circulars issued by the government departments, universities etc. Circulars
have a date for reference and signed by the person who has taken out the circular.

5.Report:
This is a written document prepared by an individual or a committee. It is prepared after
research. After the data collection and analysis , the results have to be presented. This is
done in a report. It can be detailed or brief.

5.BARRIERS TO EFFECTIVE COMMUNICATION

Successful performance of an organization depends on effective communication. But an

activity as complex as communication is bound to suffer from setbacks if conditions
contrary to the smooth functioning of the process emerge. They are referred as ‘barriers’
because they are they create impediments in the progress of the interaction. Identification
of these barriers is extremely important. Usually these communication barriers is also
referred as ‘noise’. According to the role observed by the two participants, can categorise
the barriers ;
*Sender –Oriented Barriers
* Receiver-Oriented Barriers

SENDER-ORIENTED BARRIERS:
Sender-oriented barriers could be voluntary or involuntary. At any cost, sender should be
able to identify the remedies and also remove them. Basically as the sender is originator
he/she should be extremely careful not to erect barriers. Below are the some sender
oriented barriers.

1. Badly expressed message:

The sender should be well prepared .If he is not well versed in the topic under the
discussion, he can not frame the sentences properly and cannot give the accurate
information which results very poor understanding by the receiver hence the purpose will
not be served. The receiver should not feel the communicating act with the sender is a
waste of time.
2. Loss in transmission:

The choice of the channel or medium plays an important factor. This is very minor issue
but leads to inability in transmitting the actual message. This is mostly physical noise.
However the responsibility lies with the sender, as he should ensure that all channels are
free of noise before commencing communication.
3.Physical Noise :
Physical noise is often a barrier in the process of communication. In a factory
because of the noise of machines etc. verbal communication is difficult. If a radio or TV
is blaring the conversation becomes difficult and messages get distorted. Sender should
take care of the physical noise surrounded before communicating.
4.Semantic Problem:
High and big sounding words definitely look and sound impressive.
But if the receiver is not able to comprehend the impact of these words the entire exercise
proves futile. This problem could arise in the overall meaning of the message.
5.Over and Under-Communication
The quantum of communication should be just right. Neither should there be
excess information nort should it be too scanty. Excess information may confuse and the
scanty information would make the receiver grope actual intent of the message. Sender
should see that there are no repetitions in the communication.

6.’I’ – Attitude:
Sender should never use the pronoun “I” at the beginning and at the
ending the communication. If the sender uses more often ‘I’ pronoun , it
gradually leads to what is referred to as the I-syndrome. He would not be
receptive to changes, if suggested by the receiver , as such , changes would go
against his personal formulation of certain views.

7.Prejudices:
Starting any piece of communication with the bias or know-it-all attitude
can prove to be quite detrimental to the growth of communication process. When
communication commences, all sorts of prejudices should be done away with,
and the mind should be free of bias. T This would enable the sender to formulate
his message, keeping only the receiver and his needs in mind. Thoughts like
“last time he said this….or “Last time he did this…”can totally warp the
formulation of the message.

Remedies for overcoming sender-oriented barriers:

Care and the constant practice on the part of the sender can remover these
barriers.

1.PLAN AND CLARIFY IDEAS: Ideas should be carefully formulated/thought

out before beginning any kind of communication. This can be done by following
a few steps. Test thinking by communicating with peers and colleagues. It is said
that two minds always better than one.
Ideas when discussed aloud with another person, necessarily take on a shape and
form.

2.CREATE A CLIMATE OF TRUST AND CONFIDENCEEmpathise

In order to win the trust and confidence of the receiver, the sender has to put in
extra effort through which he is able to win the trust and confidence of the
recipient. This is normally referred as establishing sender credibility.

3. TIME YOUR MESSAGE CAREFULLY:

Different occasions and different hours necessitate a change in the encoding of
the message. The sender has to be careful of the time when and the place where
he makes his statements. As all communication is situation bound , a statement
made at an incorrect moment , or a wrong place can stimulate an undesired
response. The most prudent step is to measure the import of the message in
relation to the situation and them impart it.

4.REINFORCE WORDS WITH ACTION

Whatever statements are made, should be reinforced by action on the

part of the sender. The receiver should not feel that there are two codes at play,
one for transmittal and the other for action. If there is harmony between the two,
the decoder is mentally at peace, for his grasp is more accurate and thorough.

Once all barriers to communication have been overcome, communication, it is

said, has been meaningful and purposeful.

Receiver oriented Barriers:

The receiver too can be guilty of erecting barriers in the course of the
interaction. Although his role in the initial phase is passive, he becomes active
when he starts assimilating and absorbing he information. He is equally to blame
if the situation goes awry and communication comes to a stop, or there is
miscommuncation.

1.POOR RETENTION: Retention is extremely important during interaction. If

the receiver has poor retention capability, he would probably get lost in the
course of the proceedings.

2.IN ATTENTIVE LISTENING:

The mind has its own way of functioning. The art of listening is an exercise in
concentration. If the receiver can be honed this skill, barriers to communication
would not be erected.

3. TENDENCEY TO EVALUATE;
Being judgmental and evaluative are both the starting points for
miscommunication. Remember, the mind cannot perform two activities at the
same time. If is is evaluating, listening cannot take place. Evaluation should
always be a sequel to the listening process.

4.INTERESTS AND ATTITUDES:

The receiver should develop interest. “ I am not interested in what you are
saying” or “My interest lies in other areas” . Starting any piece of communication
with this kind of indifference can thwart any attempts at communication. Fixed
notions of this kind should be dispensed with. It is not possible to be interested
in all that is being said. But to start any communication with this notion is
hazardous.

5.DIFFERING STATUS AND POSITION:

Position in the organizational hierarchy is no criterion to determine the strength
of ideas and issues. Rejecting the proposal of a subordinate or harbouring a
misconception that a junior can not come up with a ‘eureka’ concept is not right.
In fact, many companies have started encouraging youngsters to come up with
ideas and solutions to a particular problem. These ideas are then discussed
among senior officers and their validity is ascertained keeping the workings and
the constraints of the company in mind. The basic purpose of this upward
traversing of ideas is that fresh and innovative minds can come up with unique
solutions. If an individual has been working in a particular company for some
years, it is natural that his mind gets conditioned in a particular manner.
Challenging newcomers to innovate as apart of company policy takes care of
ego problems that may arise if this is not the accepted norm.

6.RESISTANCE TO CHANGE
Flexibility is most important factor in communication process. Fixed ideas,
coupled with an unwillingness to change or discuss, hampers listening and results
in miscommunication. People with dogmatic opinions and views prove to be
very poor communicators and erect maximum number of barriers.

7.REFUTATIONS AND ARGUMENTS:

Always enter into healthy discussions. Refutations and arguments are negative in
nature. Trying to communicate with the sender on the premise that refutations
and arguments can yield fruitful results would prove to be futile.
Communication is a process in which the sender and the receiver are at the same
level. The minute the refutations or arguments begin, there is a shift in balance
between the two participants, after which the receiver moves to a conceived
higher position and the sender remains at the same level. In case there are some
contradictions that need to be resolved, discussion is the right way to approach.
Listening to the views of the other, trying to understand or at least showing that
there has been understanding, appreciating and , finally posting own views
should not make the sender feel small or slighted.
 Most of the barriers that are receiver-oriented are best overcome by improving listening
skills and learning strategies of giving feedback.

6.REPORT WRITING

A report is a logical presentation of facts and information. It is a logical and

coherent structuring of information, ideas and concepts. It is a basic tool on which
decisions can be based.

What is a report? As per C.A.Brown it is very simple: A report is “a communication

from someone who has some information to someone who needs that information”.

FIVE W’S AND ONE H

Prior to commencing work on a report, a few queries should be raised by the report-
writer and satisfactorily answered. Basically the writer should answer the queries
centered to five W’s and one H.

1. What? : what is the outline of the message?

2. Why? : Why is the issue important?
3. Who? : Who is involved in the situation?
4. When? :The timings of the situation
5. Where? : The place of the situation.
6. How ? : The main reason for the content/how it happened?

The goal of making reports is to make information as clear and convenient and
accessible as possible. Because time is precious, You tell the readers what they want
to know –no more, no less- and you present the information in such a way that
it geared to their needs.
Reports vary widely in their purpose. They also differ with the type of audience they
are written for.
 TYPES OF REPORTS

Basically there is two types of reports.

1. Informational
2. Analytical

Broadly speaking both types of reports contain similar components in terms of

structure or organization. Reports can be further classified in different ways.

1.On the basis of formality:

Informal Report : This is done usually at the personal level. As these reports deals
with person to person communication, it does not follow any format and informally
convey s the required information.
Formal Report : This is prepared in prescribed form in an organization, an
institute presented to the prescribed authority. For ex: Director’s report, Auditors
Report or AGM reports.

2.On the basis of frequency of issue:

Periodic or Routine Reports: These are presented at regular, routine intervals in
the normal course of business. The time period could be annually, half yearly,
monthly, fortnightly, weekly or even daily. Generally, these reports are a mere
statement of facts. Examples: Progress reports, Sales reports, Performance reports
etc.
Special Reports : They are related and generated for a single occasion or situation.
They deal with non-recurrent issues. An individual or a committee is appointed to
investigate the situation and present its findings. They give suggestions to the
management to decisions. For ex: project reports, Feasibility Study Report, First
Information Reports (FIR) etc.

3.On the basis of function :

Informative Report : This presents facts and information related to an issue or
situation. For Ex: Annual Balance Sheets, Sales reports with figures etc.
Interpretive Report : This analyses the facts, draw conclusions and makes
recommendation to solve the problem. For Ex. If the report delves into the causes
of low sales during a particular period, it becomes an interpretive or analytical
report.

4. On the basis of the nature of the subject

Problem- Determining Report
Fact-Finding report
Performance Report
 Technical Report

Some other types of Reports:

• F.I.R. or First Information Report
• Progress Report
• Inspection Report
• Performance appraisal report
• Project Report
• Annual Report
• Feasibility Report
• Survey Report
• Press Report.

ANALYTICAL REPORTS:
The analytical report comprises stages in which there is a proper identification of the
problem, analysis and subsequent interpretation. Recommendations or suggestions are
then incorporated in the report, depending upon what is required by the report writer.

CHARACTERISTICS OF A GOOD REPORT

We can distinguish the reports as good or bad based upon the following characteristics:

1.Accuracy : This is very essential for a good report. If the facts are wrong , it may leas
to disastrous results. Some times even with a minor mistake in fact the business will
suffer to a greater extent.

2.Precision : The writer should be absolutely clear about the exact purpose of the report.
Precision gives it a kind of cohesion and unity.

3.Relevance : The facts presented in the report should bear the relevant to the situation.
Irrelevant facts or message makes the reports confusing.

4.Brevity : A report should be as brief as possible. But this quality should not be
achieved at the cost of clarity. The report should not be unnecessarily long. Include
everything but be brief.

5.Simple and unambiguous language : It should be free from fancy statements and
figures of speech. Since it is a technical document of utility, it should remain simple and
non-confusing.
6.Reader Orientation : While drafting a report, one should keep in mind the people who
will be reading it. A report meant for the layman will be totally different from a report
meant for technical experts.

7.Clarity : A good report is absolutely clear. The reader should not have any problem in
understanding it. Clarity should be maintained in presentation and the purpose. The
sources of data, findings and recommendations should all be extremely clear. Suitable
headings and paragraphing must be done. If the report contains figures, they should be
presented in suitable tables and formats. The report must be written systematically for
extreme clarity.

Preparing A Report
Once you are clear about the purpose of writing a report, the person’s for whom it is
meant, the facts to be examined and the facts to be included, and the time at your
disposal, and know what type of report you are going to write, it is time to start the work.

Suggestions to write a report :

• Investing the sources of information :Investing the sources of

information is done right at the beginning. The extent of the investigation
depends upon the length and importance of the report. Major sources of
information are company files, personal observation, interviews, letters,
questionnaires and library research.
• Taking Notes : During investigations the writer should take the notes
continuously.
• Analyzing the data: All the data collected is analyzed. Some needs to be
rejected and more might be needed fresh. The writer should never be in a hurry
here, as this is an important stage.
• Making an outline :Once all the ingredients are ready the writer should
plan the report in his mind and should prepare an outline. In this , the problem is
stated, the facts are recorded, they are analyzed and the logical conclusion is
reached. This is more like a rough copy and is very helpful in the final report
writing.
• Writing the report :Writing the report requires a lot of planning and
consultation. It should be correct in all ways-logically, grammatically and
clarity-wise. The writer must take pains over this, as it will be read by the person
who needs it and they will form an impression.

PARTS OF THE REPORT

A report has several parts, which enables the writer to layout all the information in a
simple easy-to-read form. All reports do not need all the parts, but longer reports, which
are formal, do need to have all the parts.

1. Title : Every report should have a title which indicates the subject of the
study, the period and the location of the study. If the report is long, it can cover
the whole page, including other things like the writers name etc. In case of a
short report, the title appears at the top of the first page only.
2. Terms of reference : This gives details about the assignment and the
pruppose and scope of the study.
3. Procedure : This mentions the methods used to collect information for the
report writing. The methods of data collection will depend on the nature of the
study. For example: visits, personal inspections, experimentation, interrogation,
old records, etc.
4. Findings : This is the main part where the findings are presented. The
collected facts and figures have to be organized into a presentable and readable
form. Suitable headings and subheading are to be included. This section may
end with a summary of the most important findings that emerge. There may be a
separate section with the conclusions.
5. Use of illustrations : A report becomes much more readable, clear and
effective if the findings are explained with relevant illustrations. These can be in
the form of charts, graphs , diagrams, maps, etc.
6. Recommendations : These are proposals for action suggested by the
report writing authority. This in included only if the assignment has asked for it
and are usually given by senior people.
7. Signature, Place, Date: All the people who are in the report writing
committee must sign the report. The signature is on the right and the place and
date are on the left. The date is the date-of-submission of the report.
8. Table of contents : This is included only if the report is long. It can be
attached after the title page.
9. Appendix : This is supplementary material given at the end of the report.
This is something, which has been used or referred to in the report. For example,
map, questionnaire, etc. If there is more than one appendix, they are numbered.
10. Acknowledgemets : This is a list of names of people or organizations that
helped in the report writing. It will appear before the first chapter.
11. ADDENDA: The are some optional items of the report will comes under
Addenda. We will not see these items in all the reports. Their inclusion will
depend on their need, the length of the report and the technical nature of the
report. This will include the following:

List of references : Sometimes other written material is used and quoted in the report
that you write. When this is done, you must always quote the place from whre it has veen
taken and who has authorized it.
Bibliography: If the report is based on some extensive work already done by someone
else, the party should be name under ‘bibliography’. It can also include workds
recommended for further reading.
Glossary : It is the list of technical words used in the report and their meanings.
Appendices : Statistical data, charts, maps and diagrams, copies of questionnaires, etc.
are not incorporated in the main body of the report. This is because it creates a diversion
and the flow of the report is lost. These things are however essential for reference and
are, hence included at the end.
Contents Page : This is given in case of long reports. Ti is normally included in the
beginning. It specifies the various items that will appear in the report along with the page
number on which they will appear.

7. COMMUNICATOIN TECHNOLOGY- OFFICE

PROCEDURES AND AUTOMATION

Communicating successfully in the business world today includes

communicating effectively by electronic automation. A medium is the means
of transmitting or conveying a message. Some media carry written
words/pictures/graphics and other media carry the voice. Electronic media can
carry both the voice and written material.

Any organization needs to have a healthy and effective communication tools,

the medium that suits for their office environment. Hence one should be very
careful in selecting the medium. Let us look into some aspects in choosing the
medium for a particular message:

1. The type of audience you want to reach

2. The speed with which the message should be conveyed, The
pressure and the distance between the sender and the receiver influence
the choice of medium. E-mail is much faster than courier/by mail.
3. Need for confidentiality of the message is an important
consideration.
4. Need for accuracy in transmission is very important, the content
should be more precise and accurate.
5. Need for reliability of the medium is an important factor. For
example sending a message by hand delivery is more reliable than
ordinary mail, registered post is more reliable than ordinary mail.
6. Cost of the medium and its relative importance and urgency.
7. Availability of a particular medium to the sender and to the
receiver is obviously affecting factor.
8. Feedback capacity of the medium.
 9. Availability of hard copy of record.
10. Formality of the medium must be suitable to content of the
message. A letter of congratulation is more formal and has a different
effect from conveying the same orally.
11. Intensity and complexity of the message is a major factor. Some
messages like changes in policies regarding the employees, when a job
of an employee is in danger, or messages with the emotional aspects
have high intensity and are very complex. One should be very careful
in selecting the medium in any organization irrespective of the size.

Oral messages: are carried by air vibrations, the microphones/loud-speaker,

the telephone, cellular phone, voice mail and the radio. The written messages
are carried through e-mails, fax, etc. Now a days the interaction between the
various branches of the same office situated in different parts of the world is
also possible through Teleconfenrencing.

Electronic Communication :

The media which transmit signals instantly from any source to any destination
in the world by modern electronic technology.

Telephone

This form of electronic communication has been around for nearly a century. It
is the most useful and universal medium of oral communication with a person
who is not present at the same place as the sender. The telephone instrument
has evolved, over the years, into very sophisticated forms with many new
facilities.

Intercom facilities : telephonic conversations within the office –inter

departmental personal can instantly which saves time.

STD-Subscriber Trunk Dialing – allows the user to make call to a number

located in another city directly . This facility is available in almost all the parts
of the state.
ISD _ International Subscriber Dialing : This more higher version of STD, here
we can communicate to any part of the world . Every country has an
international code number which we dial before dialing the required number.

Both the STD and ISD facilities can be locked with a number code on
telephone attached to electronic exchanges.

Cellular Phone – The cellular (mobile) phone is based on a combination of the

old radio technology and emerging telecommunication technology. Cellular
phones operate through airways, much like a radio. Air time is charged.
Cellular phone instruments have facilitated for storage of numbers, record of
missed calls, for receiving text messages (SMS), for leaving voice mail, and for
receiving information given. Infact Mobile phones have the capacity for
multimedia messaging. It allows you to add pictures, sound , colour, voice,
animation, to messages which you send over the mobile phone. Photos can be
taken by MMS-enabled phone can be sent to other MMS-enabled phones, to e-
mail addresses, can be published on the internet, used in a presentation, or just
stored in a personal album.

Benefits: The mobile has freed managers from the confines of their offices as
they can be in touch with the office from wherever they are. It has become
possible to contact persons who are traveling or are out in the open. Marketing
persons who visit customers can instantly get in touch with their home office to
consult. Most importantly traveling representatives have instant access to data
and information from the home, office as well as other information through the
internet which can be accessed from the mobile phone.

Voice Mail :

Voice mail is a communication service on the telephone line. The simple

answering machine which can be attached to a telephone is a form of voice
mail: it allows caller to leave name, number and message if do not answer the
phone. The message can be retrieved and answered later, at a more convenient
time. Hence Voice mails helps to make better use of time, it can help to
prevent interruptions in office work.

Fax :

The facsimile machine is a device for transmitting copies of printed image over
telephone lines. The machine is connected to the telephone through a modem.
Fax permits quick exchange of information and documents between offices and
organizations and individuals. Important decisions and instructions can be
quickly conveyed to branches and other offices.
Fax can also sent through the computer. The latest models of computers have
an inbuilt modem, and software.

E-mail:

Electronic mail requires a computer, a telephone line and a modem.

E-mail is the most frequently used application of the internet. The
communication is almost instantaneous, besides sending a message you can
send whole documents are attached to the message.
It is easy to send an e-mail, one should prepare a message on a word
processing program, log on to the e-mail, copy and paste the message on the
‘compose’ directly on the compose frame after logging on and send it by
clicking on the ‘send’ button. The messages remains in the receiver’s email
inbox and can be read at any time. In order to send an e-mail one should know
the recipient’s e-mail address.

Advantages :

An important capability of e-mail is its ability to create on going

electronic conferences. E-mail provides ‘discussion groups’ or list for
electronic conferences.
E-mail makes information more accessible and permits faster
procedures in an organization.
E-mail does not command the feedback instantly as in the case of
telephone, there is time to think before replying.
E-mail democratizes the organization within organization, e-mail
bypasses
the chain of command for vertical communication. A sub-ordinate’s querry or
observation may be simultaneously on the computer of the immediate
supervisor as well as a higher level manager. Information which would take
time moving through the chain of command and may get edited on the way, can
go straight to the intended recipient.

Tele Conferencing :

Conferences held by the people sitting in different branches/ areas of

the same organization or the of the segment with the help of Audio and video
presentation equipment are referred as Teleconference.
1.Audio Conferencing:

Provides the facility to move text, computer generated images,

photographs and large files over ordinary telephone lines (like internet). It is
not as expensive as video conferencing but still requires going to the location
that has the equipment or investing in the equipment.

2.Vedio Conferencing :

Allows people at different locations to see and hear each other at the
same time. It is fully interactive and almost like a face-to-face meeting. With
the more complex systems and equipment it is possible to have more than two
locations connected together so that they can see and hear together so that they
can see and hear one another almost like an actual meeting.

Benefits :
The benefits of video conferencing are remarkable.
5. Almost like communicating face-to-face.
6. The interaction allows people from different places to
understand/know more about each other.
7. It develops intimacy and goes long way in building relationships
in a way that telephone or e-mail cannot do.
8. It improves appeal and retention by including diverse media like
video-audio clips, graphics, animation and computer applications for
demonstrations and explanation.
9. It saves the time and cost of traveling to meet and allows people
to keep in touch more frequently.
10. It enriches communication in several ways.

Internet

The internet is a world-wide collection of computer networks that co-operate

with one another by using a common software standard. It conveys data
through satellite links and telephone wires. The speed of the internet has
changed the way people receive information. The size, scope and design of the
internet enables users to:
• connect easily through an ordinary personal computer and local
telephone line,
• exchange electronic mail with colleagues, customers, friends and
also attach files which are on their computer,
• share business and research data among colleagues,
• request and provide and help with problems and questions,
• post information for others to access, and update the information
regularly,
• publicise and market good and services,
• gather valuable feedback and suggestions from customers and
business partners,
• access multimedia information which includes photographic
images, sounds and video,
• join group discussions on any subject,
• subscribe to mail lists on top of interest and receive views
expressed.

Since the internet consist of not one but multiple data systems, which were
developed independently, it allows users to access a variety of services. The
most important and popular ones are:
• E-mail for exchange of electronic mail,
• Internet Relay Chat (IRC) for sending private and public
messages to other users in real time,
• USENET newsgroups for posting and answering messages on
public “bulletin board”,
• File Transfer Protocol (FTP) for storing and retrieving data files
on large computers systems.
• CU-See Me, a videoconferencing system which allows users to
send and receive sound and pictures simultaneously over the internet.

Computers :

We do not see even a single office without having a computer. Infact just
a tabletop computer itself is treated as an office. One should agree to the
fact that the entire world is connected and treated as a global village due to
the invention and usage of computer with various applications.
The computer is a versatile electronic instrument which can combine
various media functions. The trend of technology is towards convergence
 of various technologies so that the computer has become the single multi-
task equipment for all kinds of transmission.

Uses:
• A computer helps in preparation of letters, reports, meeting
agenda, and various other documents required in an office by using
some applications.
• Databases of customers, suppliers, and employee information etc
can be stored and maintained and easily updated.
• Electronic mail, Voice mail, Videoconferencing, and multimedia
facility allows all forms of communication to be transmitted. Fax and
telex can also be sent through the computer.
• The access to the internet is possible only through the computer.
Special facilities like e-commerce, and internet banking, etc are possible
through the computer.
• Accounting software is already in use in many offices so that
account books do not have to be written manually. Various financial
reports can be prepared within a short time by using the accounting
software packages.

Software programs are being written for almost all activities in business.
Computer technology is the fastest growing field, advances are made
rapidly, and users can upgrade their equipment and buy latest software for
more advanced tasks.
 8. HUMAN RESOURCE AND COMMUNICATION

The principle component of an organization is its “human resources”

or “people at work”. Human resources have been defined as “from the national
point of view, the knowledge skills, creative abilities, talents and aptitudes
obtained in the population, whereas from the view point of the individual
enterprise, they represent the total of the inherent abilities, acquired knowledge,
skills as exemplified in the talents and aptitudes of its employees. These are
also referred as ‘human factors’ which refer to “a whole consisting of inter-
related, inter-dependent and inter-acting physiological, psychological,
sociological and ethical components.

It is the Human Resources which has paramount importance in the

success of any organization because most of the problems in organizational
settings are human and social rather than physical, technical or economic.
Failure to recognize this fact causes immense loss to the nation, enterprise and
the individual. Management of Men is a very important and challenging .It is a
job, not of managing men but of administering a social system.
 Link between the HR and Communication: Communication is one
of the most fundamental actions that links one human being to the another. It is
the fiber that binds together social relationships. As HR deals with the
personnel , it is an increasing requirement of the HR professional to be an
effective communicator. To quote, Geoff Armstrong, CIPD Director General
HR, people are ‘uniquely placed to design and operate organizations and
practices that can lead to success. Understanding this and delivering solutions
to the people needs of the organization is the starting point for positioning HR’s
role in the communication process’.

Role of Human Resources in Organsational Communication: The growing

importance of communication in our lives means that it is no longer possible to
separate communication from human relations: it is right in the ballpark of the
HR professional. The necessity to get communication right should be
considered as a critical success factor for the organization. The internal
communicator (HRM) has to play a major part in providing this information,
not as a photocopier of information but as an “adviser with teeth”. Let us study
the challenges that would be faced by the employer through the Human
Resource Personnel:

1. To make sure that every stake holder in the organization

understands the direction, the strategy, the operational context and the
performance.
2. To make sure that everyone understands and accept what is
expected of them in this environment.
3. To protect and enhance the organization’s image.

In short this is a matter of communicating with impact: expressing thoughts,

feelings, and ideas effectively in individual and group situations, presenting
ideas effectively, clearly expressing ideas….adjusting language to the
characteristics and needs of the audience.

Human Relations Management has a very strong link in between the

organization and the performance. Hence HR professionals should take more
on organizational communication. HR communication is an immensely
important area of HR strategy and practice.
Human Resource Manager should be clear about his role in the organization.
Then understand the contribution of the organizational communication to his
role. And develop some new skills to fulfill the challenge. Let us study the
contexts for growing interest in organizational communication where HR
would be playing a vital role.
1. Leadership: Communication is a dimension or a facet of almost all
that a leader does. A leader communicates in order to achieve the
common task, to build the team and to meet individual needs. In the
context of a leadership, to communicate means to share with or impart
to others one’s thoughts and information in order to obtain a desired
response… the primary responsibility for good communication lies with
the leader.
2. Getting Oraganizational Communication right: Most of the
managers understands the strategic implications of the information
based, knowledge driven, service-intensive economy. They know what
the new game requires: speed, flexibility, and continuous self renewal.
Skilled and motivated people are central to the operations of any
company that wishes to flourish in the new age. Hence, the
communications is all part of the success path in this new economic
reality.

3. Now we know that HRM should get grip with communication in the
context of the organization and HR function. As we all knew, the days of
command and control management are gone. Today’s organizations are run by
multi-and cross functional teams in which baby boomers and Generation-X
managers should little tolerance for unquestioned authority. To deal with this
situation, the art of persuation is necessary . This involves, careful operation,
the proper framing of arguments, the presentation of vivid supporting evidence,
and the effort to find the correct match with your audience.

Now this is evident that HR’s involvement in organizational communication is

now a priority. These are compelling reasons for anyone in HR to take an
interest in the development of communication as a discipline, as a value-added
contribution and a core competence of the professional. Effective
communication for the HR professional will require a refinement of the
knowledge, skills, attitudes and behaviours that have been necessary to date.
And this needs to prepare an HR communication strategy and plan.

HR Communication Strategy : We all know that there is an important role for

HR in organizational communication. HR communication strategy should be
an integral part of the business strategy, contributing to the business planning
process as it happens.

Once organizations have been through the process of strategy-setting that best
suits them then they normally move to the implementation stage. This is
involves the development of functional strategies, of which HR is one-
communication is a key part of this. In recent times the development of an HR
communication strategy and associated actions is increasingly important. HR
have to be professional in the way they communicate because of the complexity
of the process. There are, for instance, psychological barriers to
communication, including people’s emotions, perceptions and selectivity.

Concepts:
1. HR communication strategy deals with softer issues of beliefs and values as
well as the harder things about pay, training and so on.
2. It positions the human elements of the communication against the business
strategy. Portraying HR communication strategy as a business based entity.
3. It is done in systematic way.
4. It includes both internal and external publics. HR communication strategy is
as much about communicating with potential employees, the media and the
other public.

Prepare the HRcommunication strategy : A sequential approach is needed in

setting up of any HR communication strategy. Below are the basic aspects to be
covered in the framework of HR communication strategy:
• What is the message to be communicated?
• What are the objectives?
• Who are the target audience?
• Who is the sender of the message?
 • What is the medium?
• How will feedback be obtained?

Ex:-The board’s decision on the annual pay round can be communicated to the
employees successfully based upon the above aspects of HR communication
strategy.

HR Communication Plan:

The HR communication plan serves three purposes.

1. It articulates the detail of the implementation programme.
2. It provides a framework for co-ordinating all the constituent parts
of HR.
3. It provides role clarity both within the HR function and those
parts of the organization on which HR is dependent.
The HR communication plan is the road map by which the communication
strategy is achieved.

The HR communication plan and its implementation will not be successful

unless those in HR are fully competent in the theory and practice of
communication. The following is a description of some of the skills that will be
needed.
• Developing a communication strategy.
• Planning and control.
• Influencing.
• Using information effectively.
• Effective Personal competencies (oral and written communication
)
• Presentation skills.

Preparing an HR communication plan allows the HR professional to deal with

both long and short-term demands. In the long term the overall purpose of HR
communication will be identified and the planning process will facilitate a
dialogue about what the key messages or objectives are. Then resources can be
allocated to implement the longer-term communication plan. The HR
communication plan will also provide a framework within which short-term
communication may take place. The benefits of being able to see that next
week’s pay communication coincides with an announcement of a large-scale
recruiting or redundancy exercise are great. The absence of such a plan means
that HR will not achieve the joined-up approach for which we strive.