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Basic Communication Revision

This document discusses various aspects of communication including definitions, elements, functions, forms, models, and importance. It provides definitions of communication as the exchange of information between people using symbols. The key elements of communication are identified as the sender, message, encoding, media, decoding, receiver, feedback, and noise. Forms of communication described include intrapersonal, interpersonal, small group, public, and mass communication. Models covered are the linear, interactive, and transactional models. The functions and importance of effective communication to organizations are also outlined.

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COMMS REVISION 1rmmakaha@gmail.com Communication Component COMMUNICATION & COMPUTER SKILLS Revision
COMMS REVISION 2rmmakaha@gmail.com QUESTION Define Communication. [2] 1. The process by which information, ideas, attitudes and emotions are exchanged between one person and another by the use of a common system of symbols, signs and behaviour. (Hammond S 1998:19) 2. The giving, receiving or exchange of information, opinions or ideas by writing, speech or visual means or a combination of these three- so that the material communicated is understood by everyone. QUESTION Elements of communication [10] The elements are discussed in short below: 1. Sender: He is the person who sends his ideas to another person. For example, if a manager wants to inform his subordinates about the introduction of a new product, he is the sender. 2. Message: The idea, feeling, suggestion, guidelines, orders or any content which is intended to be communicated is message. For example, message is the introduction of new product. 3. Encoding: It is the process of converting the idea, thinking or any other component of message into symbols, words, actions, diagram etc. For example, message is connected in words and actions. 4. Media: It is the medium, passage or route through which encoded message is passed by the sender to the receiver. There can be various forms of media-face to face communication, letters, radio, television, e-mail etc. For example manager inform about the introduction of a new product in a meeting through presentation. 5. Decoding: It means translating the encoded message into language understandable by the receiver.
COMMS REVISION 3rmmakaha@gmail.com 6. Receiver: He is the person to whom the message has been sent. For example, subordinates are receivers. 7. Feedback: It is the response by the receiver. It marks the completion of the communication process. 8. Noise: It is the hindrance in the process of communication. It can take place at any step in the entire process. It reduces the accuracy of communication e.g. 1) Disturbance in the telephone lines, 2) An inattentive receiver 3) Improper Decoding of Message etc. QUESTION Functions of communication [10] Some of its major functions are as follows: 1. Informing: The principal function of communication is informing messages to others. It really is done verbally or non-verbally. Verbal messages might be either oral or written. On the other hand, non-verbal messages can be sent via human body language, gestures, posture etc. 2. Persuading: One more essential functionality of communication is persuading a single party by another. In business, management persuades the employees to make certain that employees persuade management so that management accepts their ideas, opinions and suggestions. The business also communicates with external stakeholders to persuade them. 3. Integrating various divisions and departments: Attainment of organizational goals requires integration and coordination of activities performed by various individuals, groups and departments. Management can put together and coordinate those people divisions and departments by building a communication network for the whole organization. 4. Creating relationships through external parties: Communication creates relationships not just with internal parties but also with the external parties like customers, suppliers, investors, general community and government. Communication through these external parties could be the for survival of an organization. 5. Improving labor-management association: There’s no option to excellent labor- management relationship for achieving organizational goals. Therefore, a significant purpose of communication is to increase labor management relationship. Communication helps each party to express themselves and produce an atmosphere of cooperation. 6. Helping in decision making: Management is absolutely nothing but producing decisions for creating decision, management requirements information. The function of
COMMS REVISION 4rmmakaha@gmail.com communication is to supply relevant info on the management in time so that they are able to make appropriate decisions. 7. Reducing misunderstanding: In the absence of communication, misunderstanding, distance, conflict, controversies etc. May perhaps a rise inside the organization. Communication helps to overcome and avoid these misunderstanding, disagreement and controversies. 8. Solving problems: Difficulties are favorite to every business. A business faces good deal of difficulties in its day-to-day operations. Achievement of business depends on timely items of individual problems. Item of these problems is impossible without the need of appropriate communication with the concerned parties. QUESTION Importance of Communication [10] Communication is to the organization as blood is to the body. The success of all the functions of management depends upon the effective communication. Significance of communication can be understood from the following points: 1. Acts as Basis of Coordination: Communication helps in coordinating the activities of various departments and persons in an organisation by providing complete information about organisational goals, ways of achieving them, interpersonal relationship among persons etc. Hence, communication acts as basis for coordination. 2. Helps in Smooth Working of an Enterprise: Communication ensures smooth functioning of an enterprise. Existence of an organisation depends fully on communication. The activities of an organisation shall come to a standstill if communication stops. 3. Acts as Basis of Decision Making: Communication helps in the process of decision making by providing all the necessary information. In the absence of communication of relevant information, one cannot take any meaningful decision. 4. Increases Managerial Efficiency: The various functions of the manager involve: (a) Providing information regarding the goals and objectives of an enterprise. (b) Providing instructions
COMMS REVISION 5rmmakaha@gmail.com (c) Allocating jobs and responsibilities (d) Overseeing the work of the workers. All these functions involve communication. Thus, communication is essential for effective performance of managerial functions. 5. Promotes Cooperation and Industrial Peace: To ensure smooth and efficient functioning of an organisation is the main aim of the management. This is possible only when there is peace and harmony between the management and the workers. The two way communication helps in establishing same. 6. Establishes Effective Leadership: A good leader must possess efficient communication skills for influencing the behaviour of the subordinates. Thus, communication is the basis of leadership. 7. Boosts Morale and Provides Motivation: An efficient communication system helps in motivating, inspiring and satisfying the subordinates. Moreover, it also helps in establishing participative and democratic type of management.
COMMS REVISION 6rmmakaha@gmail.com QUESTION Major forms of communication [10] 1. Intrapersonal Communication 2. Interpersonal/Dyadic Communication 3. Extra personal 4. Small Group Communication 5. Public Communication 6. Mass Communication INTRAPERSONAL COMMUNICATION  Intrapersonal communication is communication which happens within yourself.  It is self-talk  Here both Source (sender) and receiver is only one so, the feedback works without any interruption.  Example: A person can communicate with himself through pain, thinking, feelings and emotion etc. INTERPERSONAL COMMUNICATION (Dyadic Communication)  In Interpersonal/Dyadic communication, two persons are involved in this communication process.  Here the Source becomes a receiver and receiver become Source  Feedback is shared between Source and the receiver. SMALL GROUP COMMUNICATION  Small group communication takes place in a group, usually comprising five to 10 people. This form of communication serves relationship needs (like companionship, family bonding and affection or support) as well as task-based needs, for example, deciding on disciplinary action or resolving conflict in the workplace.
COMMS REVISION 7rmmakaha@gmail.com PUBLIC COMMUNICATION  In public communication, Source or messages from a single person will reach or received by huge number of audience. But in this communication there is no mutual feedbacks between source and receiver like small group communication and it’s only focused on Speaker. MASS COMMUNICATION  In mass communication, basically have a large number of audience and they are all can’t grouped together in one place so we need certain tool or technology for communication process. But in mass communication, there is no direct access with receiver. So, for that they need media like newspaper, radio, television and internet. Here the audience feedback is very less or delayed. EXTRA PERSONAL COMMUNICATION  It is the communication between man and environment i.e. man’s interaction with environment like interaction with plants and animals.
COMMS REVISION 8rmmakaha@gmail.com  Communication between human beings and non-human entities is extra personal communication. For example, when your pet dog comes to you wagging its tail as soon as you return home from work, it is an example of extra personal communication.  Communication between human beings and non-human entities is called as extra personal communication. For e.g. your parrot responding your greeting. In this type of communication understanding is required between sender and receiver. Receiver responds in sign language
COMMS REVISION 9rmmakaha@gmail.com QUESTION Models of communication [10] a. Linear model b. Interactive model c. Transactional model LINEAR MODEL  The linear model views communication as a one-way or linear process in which the speaker speaks and the listener listens.  The main flaw in the linear model is that it depicts communication as a one-way process where speakers only speak and never listen.  It also implies that listeners listen and never speak or send messages.  Shannon and Weaver’s (1949) model is an example INTERACTIVE MODEL  Schramm (1955) came out with a more interactive model that saw the receiver or listener providing feedback to the sender or speaker.  The speaker or sender of the message also listens to the feedback given by the receiver or listener.
COMMS REVISION 10rmmakaha@gmail.com  Both the speaker and the listener take turns to speak and listen to each other.  Feedback is given either verbally or non-verbally, or in both ways.  The main drawback in the interactive model is that it does not indicate that communicators can both send and receive messages simultaneously.  This model also fails to show that communication is a dynamic process which changes over time
COMMS REVISION 11rmmakaha@gmail.com TRANSACTIONAL MODEL  The transactional model shows that the elements in communication are interdependent.  Each person in the communication act is both a speaker and a listener, and can be simultaneously sending and receiving messages.  It assumes that people are connected through communication; they engage in transaction.  Firstly, it recognizes that each of us is a sender-receiver, not merely a sender or a receiver.  Secondly, it recognizes that communication affects all parties involved.  So communication is fluid/simultaneous.  This is how most conversation are like.
COMMS REVISION 12rmmakaha@gmail.com QUESTION Models of communication [10] *Linear Model*.  It is a one way model to communicate with others.  It consists of the sender encoding a message and channeling it to the receiver in the presence of noise.  Draw backs – the linear model assumes that there is a clear cut beginning and end to communication.  It also displays no feedback from the receiver.  For example; a letter, email, text message, lecture. *Interactive Model*.  It is two linear models stacked on top of each other.  The sender channels a message to the receiver and the receiver then becomes the sender and channels a message to the original sender.  This model has added feedback, indicates that communication is not a one way but a two way process.  It also has “field of experience” which includes our cultural background, ethnicity geographic location, extend of travel, and general personal experiences accumulated over the course of your lifetime.  Draw backs – there is feedback but it is not simultaneous. For example – instant messaging.  The sender sends a message to the receiver, then the original sender has to wait for the message from the original receiver to react.  Or a question/answer session where you just ask a question then you get an answer. *Transactional Model*.  It assumes that people are connected through communication; they engage in transaction.  Firstly, it recognizes that each of us is a sender-receiver, not merely a sender or a receiver.  Secondly, it recognizes that communication affects all parties involved.  So communication is fluid/simultaneous.  This is how most conversation are like.  The transactional model also contains ellipses that symbolize the communication environment (how you interpret the data that you are given).  Where the ellipses meet is the most effect communication area because both communicators share the same meaning of the message.  For example – talking/listening to friends.  While your friend is talking you are constantly giving them feedback on what you think through your facial expression verbal feedback without necessarily stopping your friend from talking.
COMMS REVISION 13rmmakaha@gmail.com QUESTION Difference between communication process and communication model [10] QUESTION Communication process [10] Communication process consists of some interrelated steps or parts through which messages are sent form sender to receiver. The process of communication begins when the sender wants to transmit a fact, idea, opinion or other information to the receiver and ends with receiver’s feedback to the sender. . The main components of communication process are  Sender,  Message,  Channel,  Receiver  Feedback  Noise
COMMS REVISION 14rmmakaha@gmail.com Communication process consists of following steps: 1) The sender formulates the message that he wants to convey to the receiver. 2) He encodes or translates his message. He may take the help of symbols, words, actions, diagrams, pictures etc. 3) He selects an appropriate channel or medium through which the message is to be transmitted. It can be face to face communication, letters, radio, television, e-mail etc. 4) The message is received by the receiver. 5) Received message is decoded by the receiver so that the receiver can draw the meaning of the message. 6) The receiver sends his response to the sender. In case of any confusion, the same is conveyed and necessary clarification sought. Steps or elements of communication process The communication process refers to the steps through which communication takes place between the sender and the receiver. This process starts with conceptualizing an idea or message by the sender and ends with the feedback from the receiver. In detail, communication process consists of the following eight steps: 1. Sender: In the first step, the communicator develops or conceptualizes an idea to be sent. It is also known as the planning stage since in this stage the communicator plans the subject matter of communication. 2. Encoding: Encoding means converting or translating the idea into a perceivable form that can be communicated to others. 3. Message: After encoding the sender gets a message that can be transmitted to the receiver. The message can be oral, written, symbolic or nonverbal. For example, when people talk, speech is the message; when people write a letter, the words and sentences are the message; when people cries, the crying is the message. 4. Medium: Medium is the channel or means of transmitting the message to the receiver. Once the sender has encoded his into a message, the next step is to select a suitable
COMMS REVISION 15rmmakaha@gmail.com medium for transmitting it to the receiver. The medium of communication can be speaking, writing, signaling, gesturing etc. 5. Transmission of message: In this step, the sender actually transmits the message through chosen medium. In the communication cycle, the tasks of the sender end with the transmission of the message. 6. Receiver: This stage simply involves the reception of sender’s message by the receiver. The message can be received in the form of hearing, seeing, feeling and so on. 7. Decoding: Decoding is the receiver’s interpretation of the sender’s message. Here the receiver converts the message into thoughts and tries to analyze and understand it. Effective communication can occur only when both the sender and the receiver assign the same or similar meanings to the message. 8. Feedback: The final step of communication process is feedback. Feedback means receiver’s response to sender’s message. It increases the effectiveness of communication. It ensures that the receiver has correctly understood the message. Feedback is the essence of two-way communication 9. Noise: Noise is any type of disruption that interferes with the transmission or interpretation of information from the sender to the receiver. QUESTION The main components of communication process 10] The main components of communication process are as follows: 1. Context - Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context. 2. Sender / Encoder - Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. For instance - a training manager conducting training for new batch of employees. Sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. The verbal and non verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender. 3. Message - Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clear. 4. Medium - Medium is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication. For instance -
COMMS REVISION 16rmmakaha@gmail.com Written medium is chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient as misunderstandings are cleared then and there. 5. Recipient / Decoder - Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder. 6. Feedback - Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal (through words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also in form of memos, reports, etc. QUESTION Define the following communication terms i. Two (2) way communication. [5]  Two-way communication occurs when the receiver sends response or feedback to sender’s message.  In two-way communication process, the sender first transmits the message to the receiver.  After receiving a message, the receiver decodes it and then sends back his or her reaction to the sender.  In two-way communication, information flows in two-ways: information form sender to receiver and response from receiver to sender.  So it is regarded as the complete communication process.  By nature, face-to-face and telephonic conversations are the examples of two-way communication.  In the case of written communication, two-way flow of information will occur when receiver sends feedback. ii. Feedback. [5]  Feedback refers to the response or reaction of receiver to the sender’s message.  Feedback is the essence of communication and is the final step of communication process.  Without feedback from the receiver, communication process remains incomplete.  This feedback may be an oral or written message, or an action or simply a silence.  Transmitting or sending message is half of the communication process.  When messages reach to the receiver, he decodes the message and sends his response to the sender to complete the communication process.  Feedback enables the sender to evaluate the effectiveness of his message.  If the receiver does not understand what the sender wants to convey, then the sender refines or repeats the message.  “Feedback is the receiver’s basic response to the interpreted message.”
COMMS REVISION 17rmmakaha@gmail.com  “Feedback consists of messages-verbal and non-verbal-that convey a reaction to the communication’s message.”  “Feedback is a response from the receiver that informs the sender how the message is being interpreted form the receiver that informs the sender how the message is being interpreted and how the communication is being received in general.” QUESTION Why is two (2) way communications important? [10] 1. Ensuring smooth flow of information: In two-way communication, the receiver can directly express his response with regard to the message he received. As a result, smooth flow of information occurs in both directions. 2. Providing acknowledgement: In two-way communication, sender sends information to the receiver and receiver gives his response or answer to the sender. In this way, two-way commutation acknowledges the reception of message by the receiver. 3. Implementation of directions: In the organization, superiors convey various orders, instructions, policies, procedures etc. to the subordinates. If subordinates fail to understand any instruction, order or policy, two-way communication allows them to ask for further clarification. Thus, two-way communication helps implementation of superior’s directions. 4. Encouraging suggestion form employee: In order to enrich organizational plans and policies, management should encourage suggestions from subordinates. Such encouragement is possible when there exists two-way communication channels. 5. Increasing job satisfactions: Two-way communication provides employees with a means to convey their complaints, attitudes, feelings, interests and opinion to their superiors. Afterwards, superiors can take necessary steps for well-being of the employees. As a result, job satisfaction of the employees increases. 6. Creating democratic environment: In two-way communication, both communicator and receiver can freely express their feelings, ideas and views. This mutual exchange of information creates a democratic environment in the organization. 7. Overcoming ambiguity: Two-way communication is also very useful to overcome any confusion or ambiguity regarding the message as it allows the receiver to convey his response. 8. Creating congenial relationship: Congenial relationship between workers and management is essential to achieve organizational goals. In order to create such relationship, management must listen to the opinions and views of employees. Two-way communication makes it possible. 9. Creating informal relationship: Another positive aspect of two-way communication is that it enhances informal relationship between sender and receiver. Since two-way communication allows both the participants to exchange whatever they think, they can develop a sense of mutual understanding. The result is a better relationship between them. 10. Increasing effectiveness of communication: Effective communication depends on proper understanding of message by both sender and receiver. Through two-way communication, both parties can evaluate each other’s opinion and thus can increase effectiveness of their communication. 11. Increasing efficiency: Two-way communication also positively contributes to the efficiency of the receiver. In this communication, the receiver can seek clarification and analysis of sender’s message that ultimately increases his knowledge, understanding and efficiency.
COMMS REVISION 18rmmakaha@gmail.com QUESTION Give any two (5) reasons; why feedback is necessary for the completion of communication process? [10] 1. Completion of communication: Two-way communication requires feedback from the receiver. Through the feedback, sender can understand the attitude of the receiver. The receiver’s feedback to the sender completes the communication process loop 2. Measuring the effectiveness of communication: Feedback ensures the sender regarding the effectiveness of his communication. By means of feedback, sender can be sure that the receiver received the message and understood it in the proper way. Sender needs feedback in order to determine the success or failure of communication. 3. Understanding the receiver’s view: Feedback helps to understand the receiver’s view and opinion about the sender’s message. With this understanding, sender can determine the next course of action. 4. Measuring the appropriateness of media: Message can be transmitted using various media. Improper media cannot convey the message to the receiver properly. So proper understanding of the message by the receiver and his feedback proves that the sender has selected the right media. 5. Making correct decision: Feedback communicates the receiver’s opinion to the sender. Considering this opinion, the communicator can take proper decision. Information of the receiver can also improve the quality of decision. 6. Collection of information: One-way communication only sends information. If communicator wants to gather information, he must seek feedback. 7. Coordination of activities: Responsibility of performing organizational activities is assigned to various departments. In this case, organizational success depends on proper coordination of inter-departmental activities. Feedback helps top management to ensure proper coordination. 8. Improving labor-management relationships: Healthy labor-management relationship is essential for organizational success. If management wants to build a congenial atmosphere, they should encourage two-way communication. That means, management should seek feedback from employees as well as they should provide feedback to the employees. Through this practice, managers can create democratic atmosphere in the organization.
COMMS REVISION 19rmmakaha@gmail.com QUESTION Communication Noise [10]  Communication noise. In any communication model, noise is interference with the decoding of messages sent over a channel by an encoder. There are many examples of noise: Environmental Noise:  Noise that physically disrupts communication, such as standing next to loud speakers at a party, or the noise from a construction site next to a classroom making it difficult to hear the professor. Physiological-Impairment Noise:  Physical maladies that prevent effective communication, such as actual deafness or blindness preventing messages from being received as they were intended. Semantic Noise:  Different interpretations of the meanings of certain words. For example, the word "weed" can be interpreted as an undesirable plant in a yard, or as a euphemism for marijuana. Syntactical Noise:  Mistakes in grammar can disrupt communication, such as abrupt changes in verb tense during a sentence. Organizational Noise:  Poorly structured communication can prevent the receiver from accurate interpretation. For example, unclear and badly stated directions can make the receiver even more lost. Cultural Noise:  Stereotypical assumptions can cause misunderstandings, such as unintentionally offending a non-Christian person by wishing them a "Merry Christmas". Psychological Noise:  Certain attitudes can also make communication difficult. For instance, great anger or sadness may cause someone to lose focus on the present moment. Disorders such as Autism may also severely hamper effective communication.
COMMS REVISION 20rmmakaha@gmail.com QUESTION Different Types of Noise [10] a) Psychological noise. [3]  Psychological noise is mental interference in the speaker or listener.  Psychological noise results from preconceived notions we bring to conversations, such as racial stereotypes, reputations, biases, and assumptions.  When we come into a conversation with ideas about what the other person is going to say and why, we can easily become blinded to their original message.  Three examples of psychological noise are wandering thoughts, preconceived ideas, and sarcasm. b) Physiological noise. [2]  Physiological noise has to do with distractions from the natural effects of the body, such as being tired or hungry.  The pains a person received will also result in physiological noise. For instance, great anger or sadness may cause someone to lose focus on the present moment.  An example of physiological noise on the listener’s side: hearing problems. Maybe the listener can’t hear high tones as clearly as they used to. For some, low tones are the problem. Their difficulty in literally hearing words and sounds becomes physiological noise. c) Physical noise. [2]  Physical noise is interference that is external to both speaker and listener; it hampers the physical transmission of the signal or message.  Examples of physical noise: loud party at the neighbors while you’re trying to record, loud kids who don’t want to take their nap, irritating hum of your computer, air conditioner, or heater. d) Semantic noise. [3]  Semantic noise is interference created when the speaker and listener have different meaning systems.  This type of noise occurs when grammar or technical language is used that the receiver (the decoder) cannot understand, or cannot understand it clearly.  It occurs when the sender of the message uses a word or a phrase that we don't know the meaning of, or which we use in a different way from the speakers.  This is usually due to the result that the encoder had failed to practice audience analysis at first. The type of audience is the one that determine the jargon one will use
COMMS REVISION 21rmmakaha@gmail.com QUESTION Explain communication breakdown & communication barrier [10] Communication Breakdown  A lack of communication; a failure to exchange information  A communication breakdown occurs when communication is incomprehensible to one party or entirely absent between two people. Communication barrier  “Barriers to communication mean obstacles to the process of communication.  “Communication barriers are the problems that arise at every stage of the communication process and have the potential to create misunderstanding and confusion.  “Communication, when it is impeded and does not reach the receiver is often somewhat ineffective and the impediments are known as barriers.”  Factors that inhibit the effective flow of information that communication.  Communication barriers impede the flow of information or create problems in understanding and acceptance of information. QUESTION Barriers to communication [10] *Common Barriers to Effective Communication*:  The use of jargon. Over-complicated, unfamiliar and/or technical terms.  Emotional barriers and taboos. Some people may find it difficult to express their emotions and some topics may be completely 'off-limits' or taboo. Taboo or difficult topics may include, but are not limited to, politics, religion, disabilities (mental and physical), sexuality and sex, racism and any opinion that may be n as unpopular.  Lack of attention, interest, distractions, or irrelevance to the receiver. Differences in perception and viewpoint.  Physical disabilities such as hearing problems or speech difficulties.  Physical barriers to non-verbal communication. Not being able to see the non- verbal cues, gestures, posture and general body language can make communication less effective. Phone calls, text messages and other communication methods that rely on technology are often less effective than face- to-face communication.  Language differences and the difficulty in understanding unfamiliar accents.
COMMS REVISION 22rmmakaha@gmail.com  Expectations and prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.  Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings ORGANIZATIONAL BARRIERS: The barriers that generate form within the organization are known as organizational barriers may be of the following types: 1. Negative organizational climate: Negative attitude of top management discourages communication initiative of the employees. 2. Absence of communication policy: Well-designed communication policy encourages communication in the organization. In the absence of such policies, employees fail hesitate to communicate. 3. Excessive authority layers: Excessive authority layers acts as a severe impediment to successful communication. In the case of excessive authority impediment to successful communication. In the case of excessive authority layers, information reaches to its final destination passing through several hierarchical levels. As a result, information may be distorted or lost. Excessive authority layers also causes delay in communication. 4. Filtering: Filtering implies willful distortion of information. This problem usually arise in upward communication. In upward communication, employees tend to pass only those messages that create positive impression about them. INDIVIDUAL BARRIERS: Barriers created by the sender and receiver are known as individual barriers. Such barriers include the following: 1. Differences in personality: Personality is the set of attributes that define a person. Every person holds a distinct personality. This individual nature of personality acts as barrier to communication. 2. Perceptual differences: Perception is the unique way in which people respond or interpret an object. Difference in perception is a very common problem in effective communication. 3. Fear: Fear of reprisal or attack, fear of criticism for knowing very little etc. may create problem in communication. 4. Stereotyping: Stereotyping is generalizing about a class of people or events that is widely held by a given culture. In case of stereotyping, people develop communication statements and mindsets about others. 5. Halo Effect: The halo effect is the tendency to use a general impression based on one or a few characteristics to judge other characteristics of that same individual. For example, a manger might identify one trait of an employee, such as an excellent attendance record, and perceive that the employee’s productivity and quality of work must also be outstanding. 6. Inattention: Sometimes communication does not reach due to the inattention of the receiver. Such inattention may result from busyness, lack of interest about subject, suffering from disease or family problem etc. o LANGUAGE OR SEMANTIC BARRIER: A common barrier to effective communication is semantic distortion, which can be deliberate or accidental. Semantic problem arises when words and symbols have different meanings for different people that lead to a misunderstanding. For examples, an advertisement states, “we sell for less.” It is ambiguous and raises the question: less than what? In another case, during meeting, a male colleague said to one of his female colleague,
COMMS REVISION 23rmmakaha@gmail.com “Why don’t you dye it?” meaning her hair. The female colleague thought he said, “Why don’t you diet?” she did not speak to him for a month. Semantic barrier presents difficult challenge when people from different cultures communicate with each other. OTHER BARRIERS: The following factors also act as the barrier to effective communication: 2. Information Overload: Information overload may also be a problem of effective communication. Information overload is the situation when a person is given too much information at a time. 3. Faulty expression: Faulty expression of message fails to convey exact meaning to the receiver. It happens due to lack of clarity, use of vague terms, badly expressed information, improper organization of ideas etc. 4. Status or power difference: Communication problem may arise when people of different power or status try to communicate with each other. For example, the manager of a company may neglect suggestion from his subordinates simply because of difference in their status. This under treatment of people makes the communication ineffective. 5. Negative attitudes to change: Some people always resist any kind of change in the organization. They think that ‘old is good, and are fearful about the changes. Therefore, they create problems in communication through inattention, false interpretation, rumor, resistance and non-cooperation. 6. Noise: Environment factors may also disrupt effective communication. One such factor is noise. For example, in oral communication, noise hiders smooth flow of information or message. In factories, loud noise of machines makes oral communication very difficult. QUESTION List any five (5) examples of barriers to communication that may be encountered in a multi-cultural working environment. [10]  Language Barriers (people from different cultural and linguistic backgrounds face communication barriers)  Stereotypes and prejudices (assumptions people make about the characteristics of members of a cultural or social group. Many stereotypes are negative or even hostile and are a serious barrier to workplace communication.)  Behavior and beliefs (cultural differences in body language and other behaviors can also cause miscommunications.)  Emotional Display. (What is considered an appropriate display of emotion can differ from culture to culture. In some countries, displaying anger, fear or frustration in the workplace is considered inappropriate in a business setting)  Religion (Similar to ethnocentrism and stereotyping, religion also disrupts communication as it creates a specific image of people who follow other religions.)  Signs and Symbols (Signs, symbols and gestures varies in different cultures.)  Ethnocentrism (is the process of dividing cultures as “us” and “them”)
COMMS REVISION 24rmmakaha@gmail.com QUESTION Overcoming Barriers to communication [10]  Developing flat organization structure: In modern time, organizations prefer flat structure to tall one. Flat structure has fewer heretical levels that reduce communication gap between superiors and subordinates. Therefore, business enterprises in any country should design flat structure in place of the traditional tall structure.  Specifying objective of communication: In order to overcome the problem of ambiguity, communicator should specify the objective of communication. This will help him to arrange the message concisely and clearly.  Clear-cut message: Top executives should send clear orders, instructions, policies, procedures and directions so that misunderstanding and confusion do not arise. This will enhance the effectiveness of communication.  Using simple language: Language creates numerous communication problems in organization. Employees in the organization are neither equally educated nor trained. Therefore, the communication should use simple and common words. At the same time, they should avoid technical jargons so that everyone can understand it.  Selecting proper media: Appropriate media should be used for effective communication. Management should decide when to use oral medium and when to use written medium. While selecting media, management must consider the nature of the message, its importance and complexity.  Encouraging feedback: Managers should encourage feedback from subordinates to attain the objective of communication. This will help the manager to know the reaction of subordinates and to take proper action.  Providing communication training: Organizations can provide training to enhance communication skills of their employees. In this regard, organizations can arrange seminars, symposiums or institutional training programs.  Creating congenial labor management relationship: Harmonious relationship between labors and management is essential for successful communication. Relationship between them affects the level of importance one party gives on the message of other. Therefore, management and labor should cooperate with each other to create a favorable communication climate.  Using modern communication technologies: In order to facilitate speedy and regular communication, organizations need to use modern communication devices.  Encouraging informal communication: To make formal communication effective, organizations can arrange informal channels. This will obviously promote good relationship among the participants in the organization.  Unbiased attitude of management: Management should be free from political, regional and religious biasness. Their neutral attitude will bring a fair environment of communication in the organization.
COMMS REVISION 25rmmakaha@gmail.com QUESTION Explain the following types of communication a) Verbal Communication b) Nonverbal Communication [10] VERBAL COMMUNICATION: Verbal communication is the process of exchanging of information or messages between two or more persons through written or oral words. Forms of verbal communication are as follows: 1. Oral communication: Oral communication is the process of communication in which messages or information is exchanged or communicated within sender and receiver through the word of mouth. It can be divided into two ways: a. Speaking b. Listening. 2. Written communication: Written communication is the process of communication in which messages or information is exchanged or communicated within sender and receiver through written form. It can be divided into two ways: a. Writing b. Reading. NONVERBAL COMMUNICATION:  Nonverbal communication is the expression or exchange of information or messages without using any spoken or written word.  Nonverbal communication is the sending or receiving of wordless messages.  We can say that communication other than oral and written, such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication.  Nonverbal communication helps receiver in interpreting the message received.  Often, nonverbal signals reflects the situation more accurately than verbal messages. Some of the forms of non-verbal communications are as follows: 1. Facial expression 2. Gestures 3. Body language 4. Proximity 5. Touch 6. Appearance 7. Silence 8. Paralinguistic 9. Eye Gaze or eye contact etc.
COMMS REVISION 26rmmakaha@gmail.com QUESTION Explain the following terms as used in communication a) Verbal communication. [2]  When messages or information is exchanged or communicated through words is called verbal communication.  Verbal communication may be two types: written and oral communication.  Verbal communication takes place through face-to-face conversations, group discussions, counseling, interview, radio, television, calls, memos, letters, reports, notes, email etc.  Verbal communication is the process of exchanged of information or message between two or more persons through written or oral words.  Verbal communication is the expression or exchanged of information or messages through written or oral words. b) Nonverbal communication. [2]  When messages or information is exchanged or communicated without using any spoken or written word is known as nonverbal communication.  The process of communication through sending and receiving wordless messages.  Non-verbal communication is a powerful arsenal in the face-to-face communication encounters, expressed consciously in the presence of others and perceived either consciously or unconsciously.  Much of non-verbal communication is unintentional people are not even aware that they are sending messages.  Non-verbal communication takes place though gestures, facial expressions, eye contact, physical proximity, touching etc.  Nonverbal communication means all communication that occurs without words (body movements, space, time, touch, voice patterns, color, layout, design of surroundings.)  The exchanged of information or message between two or more persons through gestures, facial expressions eye contact, proximity, touching etc. and without using any spoken or written word. c) Visual communication. [2]  Is the conveyance of ideas and information in forms that can be seen?  Visual communication in part or whole relies on eyesight.  When communication takes place by means of any visual aid, it is known as visual communication.  Visual communication is a broad spectrum that includes signs, typography, drawing, graphic design, illustration, industrial design, advertising, animation, color, signals, map, chart, poster, slide, sign etc  For example, to indicate ‘danger’, we use red sign, to indicate ‘no smoking’, we use an image showing a lighted cigarette with across mark on it etc. d) Oral communication. [2]  Oral communication is the process of communication in which messages or information is exchanged or communicated within sender and receiver through the word of mouth.  It can be divided into two ways: a. Speaking b. Listening.  Oral communication is the process of communication in which message or information is exchanged or communicated within sender and receiver through the word of mouth.
COMMS REVISION 27rmmakaha@gmail.com  In oral communication, Spoken words are used.  It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet.  In oral communication, communication is influence by pitch, volume, speed and clarity of speaking. e) Written communication. [2]  Written communication is the process of communication in which messages or information is exchanged or communicated within sender and receiver through written form.  It can be divided into two ways: a. Writing b. Reading  In written communication, written signs or symbols are used to communicate.  A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc.  Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used.  Written Communication is most common form of communication being used in business.  So, it is considered core among business skills.  Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written communication used for internal communication.  For communicating with external environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are used. QUESTION Characteristics of non-verbal communication [10] Non-verbal communication is any information that is communicated without using words. The important characteristics of non-verbal communication are as follows:  No use of words: Non-verbal communication is a communication without words or language like oral or written communication. It uses gestures, facial expressions, eye contact, physical proximity, touching etc. for communicating with others.  Culturally determined: Non-verbal communication is learnt in childhood, passed on to you by your parents and others with whom you associate. Through this process of growing up in a particular society, you adopt the taints and mannerisms of your cultural group.  Different meaning: Non-verbal symbols can many meanings. Cross-culture aspects give various meanings to same expression in respect of non-verbal communication.  Vague and imprecise: Non-verbal communication is quite vague and imprecise. Since in this communication there is no use of words or language which expresses clear meaning to the receiver.  May conflict with verbal message: Non-verbal communication is so deeply rooted, so unconscious, that you can express a verbal message and then directly contradict it with a nonverbal message.  Largely unconscious: Non-verbal communication is unconscious in the sense that it is usually not planned nor rehearsed. It comes almost instantaneously.  Shows feelings and attitudes: Facial expressions, gestures, body movements, the way you use your eyes – all communicate your feelings and emotions to others.
COMMS REVISION 28rmmakaha@gmail.com  Informality: Non verbal communication does not follow any rules, formality or structure like other communication. Most of the cases people unconsciously and habitually engaged in non-verbal communication by moving the various parts of the body. QUESTION Advantages and disadvantages of non-verbal communication [10] It has multiple advantages or functions: 1. Complementary: Non-verbal cues complement a verbal message by adding to its meaning. You can pat someone you offended at the back as you say sorry to him or her. 2. Easy presentation: Information can be easily presented in non-verbal communication through using visual, audio-visual and silent means of non-verbal communication. 3. Substituting: Non-verbal message may substitute for the verbal message especially if it is blocked by noise, interruption, long distance etc. for example: gestures-finger to lips to indicate need for quite, facial expressions- a nod instead of a yes. 4. Accenting: Often used to accent a verbal message. Verbal tone indicates the actual meaning of the specific words. 5. Repeat: Used to repeat the verbal message (e.g. point in a direction while stating directions.) 6. Help to illiterate people: This type of communication use gestures, facial expressions, eye contact, proximity, touching etc. and without using any spoken or written word. So, it is very much helpful for illiterate people. 7. Help to handicapped people: Non-verbal cues of communication greatly help in handicapped people especially to deaf people. Deaf people are exchange message through the movements of hands, fingers, eye ball etc. 8. Attractive presentation: Non-verbal communication is based on visual, picture, graph, sign etc. that can be seen very much attractive. 9. Reducing wastage of time: The message of non-verbal communication reached the receiver very fast. For this reason it reduces the wastage of valuable time of the communicator. 10. Quick expression of message: Non-verbal cues of communication like sign and symbol can also communicate some messages very quickly than written or oral messages. Disadvantages or limitations of non-verbal communication: 1. Vague and imprecise: Non-verbal communication is quite vague and imprecise. Since in this communication there is no use of words or language which expresses clear meaning to the receiver. No dictionary can accurately classify them. Their meaning varies not only by culture and context but by degree of intension. 2. Continuous: It is possible to stop talking in verbal communication, but it is generally not possible to stop nonverbal cues. Also, spoken language has a structure that makes it easier to tell when a subject has changed, for instance or to analyze its grammar. Nonverbal does not lend itself to this kind of analysis. 3. Multi-channel: while watching someone’s eyes, you may miss something significant in a hand gesture. Everything is happening at once and therefore it may be confusing to try to keep up with everything. Most of us simply do not do so, at least not consciously. 4. Culture-bound: Non-verbal communication is learnt in childhood, passed on to you by your parents and others with whom you associate. A few other gestures seem to be universal. Evidence suggests that humans of all cultures smile when happy and frown when unhappy. However, most nonverbal symbols seem to be even further disconnected from any “essential
COMMS REVISION 29rmmakaha@gmail.com meaning” than verbal symbols. Gestures seen as positive in one culture (Like the thumbs-up gesture in the USA) may be seen as obscene in another culture. 5. Long conversations are not possible: In non-verbal communication, long conversation and necessary explanations are not possible. No party can discuss the particular issues of the messages. 6. Difficult to understand: Difficult to understand and requires a lot of repetitions in non- verbal communication. Since it uses gestures, facial expressions eye contact, touch etc. for communicating with others which may not be understandable for the simple and foolish people. 7. Not everybody prefers: Everybody not prefers to communicate through non-verbal communication with others. Sometimes it cannot create an impression upon people or listeners. It is less influential and cannot be used everywhere. It is cannot be used as a public tool for communication. 8. Lack of formality: Non-verbal communication does not follow any rules, formality or structure like other communication. Most of the cases people unconsciously and habitually engaged in non-verbal communication by moving the various parts of the body. 9. Costly: In some cases non-verbal communication involves huge cost. For example, neon sign, power point presentation, cinema etc are very much costly compared to others form of communication. 10. Distortion of information: Since it uses gestures, facial expressions, eye contact, touch, sign, sound, paralanguage etc. for communicating with others, there is a great possibility in distortion of information in non-verbal communication.
COMMS REVISION 30rmmakaha@gmail.com QUESTION Differences between verbal and non-verbal communication: [10]  Verbal communication is the expression or exchanged of information or messages through written or oral words.  On the other hand, non-verbal communication is the expression or exchanged of information or messages through without using any spoken or written word. The important differences between verbal and non-verbal communication are as follows:
COMMS REVISION 31rmmakaha@gmail.com QUESTION Give any five (5) non-verbal cues of your choice. [10]  Proxemics o – interpersonal space & distance, how far away from people/objects we position ourselves (which are public, social, personal, and intimate distance) o People often refer to their need for “personal space”, which are also important types of nonverbal communication. The physical distance between you and others signals your level of intimacy and comfort. If someone you don’t know stand too close or touches too often, you will probably begin to feel uncomfortable.  Hepatics – touch behavior o There are several types of touch, including functional-professional, social-polite, friendship- warmth, love-intimacy  Vocalic – paralanguage or paravocalics - not what you say but HOW you say it’  pitch,  volume,  rate,  vocal quality, and  verbal fillers o Paralinguistic refers to vocal communication that is separate from actual language. Paralanguage also include such vocal characteristics as rate (speed of speaking), pitch (highness of lowness of tone), inflection, volume (loudness) and quality (pleasing or unpleasant sound).  Vocal characterizers (laugh, cry, yell, moan, whine, belch and yawn). These send different message in different cultures (Japan- giggling indicates embarrassment; India- belch indicates satisfaction)  Vocal qualifiers (volume, pitch, rhythm, tempo and tone). Loudness indicates strength in Arabic cultures and softness indicates weakness; indicates confidence and authority to the Germans; indicates impoliteness to the Thai; indicates loss of control to the Japanese. (Generally, one learns not to “shout” in Asia for nearly any reason). Gender based as well women tend to speak higher and more softly than men.  Vocal segregates (UN-huh, shh, uh, ooh, mmmh, hummm, eh mah, lah). Segretates indicate formality, acceptance, assent, uncertainty.  Kinesics o – body movements (gestures) o Some parts of our body can express many indications without any sound. Message can be transmitted with the help of our body movements which is called body language. Body language is a form of non-verbal communication, which consists of posture, gestures, facial expressions, eye movements etc.  gestures,  head movements  posture,  eye contact,  facial expressions  Chronemics – time Another type of non-verbal communication involves time. Thant is how we give meaning to time communicates to other. For example, begin late in work everybody a worker can be considered as a man of carelessness but if a manager does it; we say it is a symbol of power. We know, time can play a vital role to reduce tension, conflict among groups. It is said that- “Kill the time to delay the justice”.  Oculesics [ocalics] – use of eyes - a subcategory of kinesics, eye movement, eye behavior, gaze, and eye-related
COMMS REVISION 32rmmakaha@gmail.com QUESTION  Different types of Non Verbal Cues  Medias Or Ways Or Methods Or Kinds Of Non-Verbal Communication [10] Non-verbal communication is the expression or exchanged of information or messages through without using any spoken or written word. Several symbols can be used in non-verbal communication. We will discuss here only the following types of communication that occur without words. A. Body language: Some parts of our body can express many indications without any sound. Message can be transmitted with the help of our body movements which is called body language. Body language is a form of non-verbal communication, which consists of posture, gestures, facial expressions, eye movements etc. 1. Facial expression: 2. Gestures: 3. Posture 4. Eye Gaze or Eye contact: 5. Appearance and dress: 6. Touch: 7. Silence: B. Space or proximity: People often refer to their need for “personal space”, which are also important types of nonverbal communication. The physical distance between you and others signals your level of intimacy and comfort. If someone you don’t know stand too close or touches too often, you will probably begin to feel uncomfortable. C. Time: Another type of non-verbal communication involves time. Thant is how we give meaning to time communicates to other. For example, begin late in work everybody a worker can be considered as a man of carelessness but if a manager does it; we say it is a symbol of power. We know, time can play a vital role to reduce tension, conflict among groups. It is said that- “Kill the time to delay the justice”. D. Paralinguistic (Tone and volume of voice): Paralinguistic refers to vocal communication that is separate from actual language. Paralanguage also include such vocal characteristics as rate (speed of speaking), pitch (highness of lowness of tone), inflection, volume (loudness) and quality (pleasing or unpleasant sound).  Vocal characterizers (laugh, cry, yell, moan, whine, belch and yawn). These send different message in different cultures (Japan- giggling indicates embarrassment; India- belch indicates satisfaction)  Vocal qualifiers (volume, pitch, rhythm, tempo and tone). Loudness indicates strength in Arabic cultures and softness indicates weakness; indicates confidence and authority to the Germans; indicates impoliteness to the Thai; indicates loss of control to the Japanese. (Generally, one learns not to “shout” in Asia for nearly any reason). Gender based as well women tend to speak higher and more softly than men.  Vocal segregates (UN-huh, shh, uh, ooh, mmmh, hummm, eh mah, lah). Segretates indicate formality, acceptance, assent, uncertainty. E. Visual communication: When communication takes place by means of any visual aid, it is known as visual communication. Such signals, map, chart, poster, slide, sign etc. for example, to indicate ‘danger’, we use red sign, to indicate ‘no smoking’, we use an image showing a lighted cigarette with across mark on it etc.
COMMS REVISION 33rmmakaha@gmail.com Briefly discuss the following types of communication that occur without words, giving examples a) Body language. [2]  Some parts of our body can express many indications without any sound.  Message can be transmitted with the help of our body movements which is called body language.  Body language is a form of non-verbal communication, which consists of posture, gestures, facial expressions, eye movements etc. b) Space or proximity. [2]  People often refer to their need for “personal space”, which are also important types of nonverbal communication.  The physical distance between you and others signals your level of intimacy and comfort.  If someone you don’t know stand too close or touches too often, you will probably begin to feel uncomfortable c) Time. [2]  Another type of non-verbal communication involves time.  That is how we give meaning to time communicates to other.  For example, begin late in work everybody a worker can be considered as a man of carelessness but if a manager does it; we say it is a symbol of power.  We know, time can play a vital role to reduce tension, conflict among groups. It is said that- “Kill the time to delay the justice”. d) Paralinguistic (tone and volume of voice). [2]  Paralinguistic refers to vocal communication that is separate from actual language.  Paralanguage also include such vocal characteristics as rate (speed of speaking), pitch (highness of lowness of tone), inflection, volume (loudness) and quality (pleasing or unpleasant sound).  Vocal characterizers (laugh, cry, yell, moan, whine, belch and yawn).  Vocal qualifiers (volume, pitch, rhythm, tempo and tone).  Vocal segregates (UN-huh, shh, uh, ooh, mmmh, hummm, eh mah, lah). Segretates indicate formality, acceptance, assent, uncertainty. e) Visual communication. [2]  When communication takes place by means of any visual aid, it is known as visual communication.  Such signals, map, chart, poster, slide, sign etc. for example, to indicate ‘danger’, we use red sign, to indicate ‘no smoking’, we use an image showing a lighted cigarette with across mark on it etc.
COMMS REVISION 34rmmakaha@gmail.com QUESTION Body language is a form of non-verbal communication, which consists of facial expressions, posture, gestures, eye movements, appearance & dress. Briefly explain these [10] a) Facial expression. [2]  Facial expressions are a form of nonverbal communication.  They are a primary means of conveying social information between humans,  The eyes are often viewed as important features of facial expressions.  Aspects such as blinking rate can be used to indicate whether a person is nervous or whether he or she is lying.  Also, eye contact is considered an important aspect of interpersonal communication.  However, there are cultural differences regarding the social propriety of maintaining eye contact or not.  Beyond the accessory nature of facial expressions in spoken communication between people, they play a significant role in communication with sign language. Many phrases in sign language include facial expressions in the display.  A facial expression is one or more motions or positions of the muscles in the skin of face. These movements convey the emotional state of the individual to observers. Facial expressions for happiness, sadness, anger and fear are similar throughout the world. Proverb says, “Face is the index of mind. “Example: By waving our hands we express ‘good-bye’; by shaking our head from side to side we express “we do not know”. b) Gestures. [2]  A gesture is a form of non-verbal communication or non-vocal communication in which visible bodily actions communicate particular messages, either in place of, or in conjunction with, speech.  Gestures refers to visible bodily actions communicate particular messages which include movement of the hands, face, eyes, head or other parts of the body.  Common gestures include waving, pointing, and using fingers to indicate numeric amounts.  Culture-specific gestures that can be used as replacement for words, such as the hand wave used in western cultures for “hello” and “goodbye”.  Gestures include movement of the hands, face, or other parts of the body.  Gestures differ from physical non-verbal communication that does not communicate specific messages, such as purely expressive displays, proxemics, or displays of joint attention.  Gestures allow individuals to communicate a variety of feelings and thoughts, from contempt and hostility to approval and affection, often together with body language in addition to words when they speak. c) Posture. [2]  In humans, one of the means of communication is the posture of the body  Posture indicates the position in which we hold the body when standing or sitting.  It can help to communicate non-verbally.  Posture conveys information about: o Interpersonal relations o Personality traits such as confidence, submissiveness, and openness. o Social standing o Current emotional states ‘ d) Eye gaze. [2]
COMMS REVISION 35rmmakaha@gmail.com  To look at something or someone for a long time, especially in surprise or admiration, or because you are thinking about something else:  Eye contact indicates looking, staring and blinking etc. which is important in nonverbal behaviors.  Looking at another person can indicate a range of emotions, including hostility, attention, interest and attraction, defines power and status and has a central role in managing impressions of others. e) Appearance and dress. [2]  External appearances also play a vital role to communicate others.  Our clothes and dresses provide a good visual signal to our interest, age, personality, taste and sex.  Our choice of color, clothing, hairstyles and other factors affecting appearance are also considered a means of nonverbal can evoke different moods.  Consider differing cultural standards on what is attractive in dress and on what constitutes modesty.  For example, seeing the dress of army officers, we can easily determine the job status. QUESTION Advantages and disadvantages of written communication [10] Advantages of written communication:  Easy to preserve: .  Easy presentation of complex matter:  Permanent record:  Prevention of wastage of time and money:  Accurate presentation:  Use as a reference:  Delegation of authority  Longevity:  Effective communication:  Maintaining image: .  Proper information: .  Less distortion possibility.  No opportunity to misinterpret:  Controlling tool:  Easy to verify:.  Others: Clear understanding, Legal document, Acceptability, Reduction of risk, Creating confidence, Easy circulation, Wide access or coverage etc. Disadvantages of written communication  Expensive:  Time consuming: Written communication takes time to communicate with others. It is a time consuming media. It costs the valuable time of both the writer and the reader.  Useless for illiterate person: It messages receiver is illiterate, written communication is quite impossible. This is major disadvantage written communication.
COMMS REVISION 36rmmakaha@gmail.com  Difficult to maintain secrecy: It is an unexpected medium to keep business secrecy. Secrecy is not always possible to maintain through written communication. Because here needs to discuss everything in black and white.  Lack of flexibility: Since writing documents cannot be changed easily at any time. Lack of flexibility is one of the most important limitations of written communication.  Delay in response: It takes much time to get a response from the message receiver; prompt response is not possible in case of written communication that is possible in oral communication.  Delay in decision making: Written communication takes much time to communicate with all the parties concerned. So the decision maker cannot take decisions quickly.  Cost in record keeping: It is very difficult and expensive to keep all the records in written communication.  Complex words: Sometimes the writer uses complex words in writing a message. It becomes difficult to meaning out to the reader. So the objectives of the communication may lose.  Lack of direct relation: If there is no direct relation between the writer and the reader, writer communication cannot help to establish a direct relation between them.  Other: Prompt feedback is impossible, Slowness, Bureaucratic attitude, Understanding problem between boos and subordinates, lack in quick clarification and correction, formality problem, lack of personal intimacy, etc. QUESTION Different types of written communication [10] A. Media of written communication to management: 1. Special management bulletin: The bulletin which is issued for emergency matters related to management is called special management bulletin. This kind of bulletin must be published promptly. 2. Management news copy: The less important management issues are published in this news copy. Generally this new copy is published weekly. 3. Formal management report: Formal management report is one of the most important media of written communication to management. It emphasizes the upward communication. 4. Publications: Some organizations publish special journals or publications for the high level officer. It provides officers information about lost-reduces, safety system, decreases of accident, improvement of quality etc. B. Media of written communication for employees: 1. Bulletin for employees: Bulletin is published to inform the employees of emergency and important matters within a very short time. Generally it is hanging on a notice board. 2. Newspaper: Newspaper is a wide used medium to communicate with employees. Company’s planning, policy, procedure objectives, problems is published in it to inform employees. Generally it is published weekly. 3. Publication of monthly paper: Some large companies publish it to inform everything to the employees. The company’s role and plan are also stated here. 4. Letters: Letter is one of the most important media of written communication for employees. Sometimes the higher authority sends letter to the employee without asking any response. 5. Employee’s notebook: Sometimes the management supplies notebook to the employees in which speech of executives, history of the organization, planning, policy, order for the work are stated.
COMMS REVISION 37rmmakaha@gmail.com 6. Reading rack: Necessary books for the employees can be arranged on the shelf so that they can read and get knowledge. 7. Notice: Notice is an important medium to communicate with employees. By which the employees are invited to attend a special meeting. 8. Internal circular: It is one of the most important media of written communication. It is used for internal communication. When all the employees are informed at a time, internal circular is used. 9. Complain Book: A complains book can be kept in a definite place so that the employees can write their complaints with it. 10. Memo: Memo is a popular medium of internal written communication. The memo is a short form of letter usually used to communicate with the employees of the same organization. 11. Report: Report is an organized statement of facts and findings that contains information obtained by proper inquiry and examination and evaluation of any past event relating to a particular subject or problem that helps to decision making. 12. Other media: Salary envelope, annual financial reports or statements, Note sheets, Question box, Essay competition etc. QUESTION Different types of oral communication [10] Medias or ways or techniques or channels of oral communication The channels or methods or oral communication may be classified broadly in two categories non mechanical channels and mechanical channels which are described below: A. Non mechanical channels  Conversation: conversation means the informal discussion among the people. When one person discusses his views, opinion to another person and exchanges their views in the presence of both then it is called face to face conversation. It also includes the face-to- face discussion on a particular issue. In this method both the information receiver and sender can exchange their views freely and fairly.  Interview: It suggests a meeting between two or more persons for the purpose of getting a view of each other or for knowing each other. When we normally think of an interview, we think a situation in which an employer tries to size up an applicant for a job. The employer’s aim is to know whether the applicant can be fit for service to this organization and the applicant’s aim is to find whether the job being offered by the organization can be suitable to him. Its first, the speaker asks questions to the listener and then the listener answers the question. There are three major techniques of interview. They are as follows: o Direct questioning o Non-directive interview and o Guided interview  Does speech: Speech means what the speaker says in front of the audience. It is fully audience-oriented system. Generally the political leaders, the managers, the business man or the workers’ leaders use this system sometimes. It can build tension or it can relax tension. This system is practiced in public gathering at company meetings, inauguration and seminars etc. In needs to considerable skills otherwise it is not effective.
COMMS REVISION 38rmmakaha@gmail.com  Group discussion: Group discussion is a popular method of oral communication. Management arranges group discussion to take a decision on a special matter. Group discussion is very helpful to human relation, idea getting an idea development and training.  Formal training courses: Effective communication can be performed through formal training courses. It is a wide used technique of oral communication. Both the trainer and the trainee can exchange their views directly.  Meeting: Meeting means the formal group discussion about a specific predetermined topic or subject. Meeting members to get together and discuss about a problem or issue or a special matter. There are several types of meeting such as – o Security meeting o Minutes meeting o Social meeting o General meeting itself  Counseling: Counseling is an effective medium of oral communication. Generally it held yearly or bi-yearly. It is adopted by the higher authority for their followers.  Committee: Committee is an organization. The committee meeting is a popular technique of oral communication. Special decision is taken through face to face discussion of a committee meeting.  Special prize-giving ceremony: Sometimes the businessmen can meet with others arranging a special prize giving ceremony for the workers. In this ceremony the businessmen can exchange their views and ideas orally.  Conference: Conference is a kind of meeting at which participants exchange views and talk together. A conference may be held to exchange views on some problem being faced by the organization or some other issue related to it and it may even suggest a solution but the suggestions from a conference are not binding. They are more in the nature of the recommendation.  Lectures: Lecture is used to create an understanding of a topic or to influence behavior, attitudes of the trainee through spoken words. The lecture is telling someone about something. The method is an effective way to introduce new information or concepts to a group of learners who gathered at on place. A lecture is given to enhance the knowledge of the listener or to give him the theoretical aspect of a topic.  Informal communication: Informal communication is another technique to exchange information orally. It can be occurred in the playground, tea table etc. In those situations both the boss and subordinate can exchange their views informally.  Others: Invitation to a lunch, Brainstorming, Advisory board, Inspection of factory and office. B. Mechanical channels Telephone: Telephone set is an instrument that converts voice and other sound signals into a form that can be transmitted to remote locations and that receives and reconverts waves into the waves into sound signals. The telephone plays a vital role in communication when the two persons stay in different places they communicate with each other by telephone. Their exchange information and their views and immediate feedback are possible under this system. Now-a-days we can see that every organization is using the telephone to exchange the information and views orally.  Mobile or cell phone: A mobile phone (also known as a cellular phone, cell phone and a hand phone) is a portable telephone that connects to the telephone network over the radio wave transmission. It connects to a wireless communications network through radio wave or satellite transmissions.
COMMS REVISION 39rmmakaha@gmail.com  Radio: Radio is the indirect media of oral communication. It is a one-way communication system. The receiver can only hear the message from the sender. The receiver cannot reply.  Television: Television is also the indirect media of oral communication. It is a one-way communication system. Here, receiver cans here the messages and side by side see the sender. The receiver cannot reply.  Video conference: Video conference is a kind of teleconferencing communication where people staying in different corner or locations and participate in a face-to-face group meeting or group discussion through the help of electronic video camera technology.  Teleconferencing: Teleconferencing is a kind of communication where people staying in different corner or locations and participate in group meetings or group discussion through electronic telephone technology. QUESTION Advantages and disadvantages of oral communication [10] 1. Time saving: 2. Cost savings: 3. More powerful: . 4. Effectiveness: With the help of variations in the tone, pitch and intensity of voice, the speaker can convey shades of meaning. This factor also contributes to the effectiveness of oral communication. 5. Immediate feedback: 6. More suitable: 7. A relationship develops: Oral communication is mostly carried out helps to promote friendly relations between the parties communicating with each other. 8. Flexibility: By the demand of the situations, oral instructions can be changed easily and for these cases maintain the formalities are not necessary. So it is very much flexible and effective. 9. Easiness: Correction of errors: If any error is expressed at the time of oral communication. It was possible to rectify at that time or within a very short time. 10. Informal communication: In oral communication, no need to maintain such formalities which are needed in written communication. So it is easy and helpful to any organization. 11. Motivation: In oral communication system, top executives and sub ordinates staff can sit face-to-face and exchange their views directly, so sub-ordinates are motivated day by day. 12. Special applications: Oral communication is more helpful in communicating messages to groups of people at assembly meetings etc. 13. Maintaining secrecy: Interested parties of oral communication can maintain the secrecy of messages easily. Disadvantages of oral communication 1. No record: In oral communication, messages are difficult to record. So it is impossible to preserve the message for future. 2. Distortion of the word: If distortion of the word occurs in oral communication, then main goals of the organization may be filed.
COMMS REVISION 40rmmakaha@gmail.com 3. Inaccuracy: There is very possibility of inaccurate messages to reach the destination. So, the reverse result of expected plan may be occurred. 4. Limited use: The scope of usage of oral communication is limited. It is not suitable for lengthy messages. It should be sued for short message. 5. Probability of omitting main subject: Sometimes, main subject may be omitted to express a word for communicating. So, expected result may not be achieved. 6. No legal validity: there is any legal validity of the oral message. As, the oral messages are not taped and kept records, so it can be denied easily if the situation goes against the speaker. 7. Late decision: It takes time to reach a decision. At the beginning stage, sometime is killed in the discussion of any personal matters. Besides some time is also wasted for irrelevant discussion. In this way decision making is delayed. 8. Less important: In oral communication, meaningless speech can mislead the main effects of the communication. But when the information comes out in written, we take it seriously. 9. Lack of secrecy: In oral communication, the important and secret information may be disclosed. 10. Creates misunderstanding: The speaker often gives message without having properly organized it earlier. So, it is possible that he may not be able to make himself properly to communicate with the receiver. As a result, misunderstanding May develops.
COMMS REVISION 41rmmakaha@gmail.com QUESTION WRITTEN COMMUNICATION VS ORAL COMMUNICATION
COMMS REVISION 42rmmakaha@gmail.com QUESTION Explain 1. Formal Communication 2. Informal Communication [10] 1. Formal Communication  In formal communication, certain rules, conventions and principles are followed while communicating message.  Formal communication occurs in formal and official style.  Usually professional settings, corporate meetings, conferences undergoes in formal pattern.  In formal communication, use of slang and foul language is avoided and correct pronunciation is required.  Authority lines are needed to be followed in formal communication. 2. Informal Communication o Informal communication is done using channels that are in contrast with formal communication channels. o It’s just a casual talk. o It is established for societal affiliations of members in an organization and face-to- face discussions. o It happens among friends and family. o In informal communication use of slang words, foul language is not restricted. Usually. o informal communication is done orally and using gestures. o Informal communication, Unlike formal communication, doesn’t follow authority lines. o In an organization, it helps in finding out staff grievances as people express more when talking informally. o Informal communication helps in building relationships.
COMMS REVISION 43rmmakaha@gmail.com QUESTION Explain a) Horizontal Communication b) Vertical Communication. [10] Differences between horizontal and vertical communication [10] Horizontal and vertical communications are the two different types of internal communication. These two types of communications differ in the following ways:
COMMS REVISION 44rmmakaha@gmail.com QUESTION Explain a) Upward Communication b) Downward Communication. [10] Upward Communication  When information flows form subordinated to superiors, it is called upward communication.  The purpose of upward communication is to provide information to the managers from subordinates.  Through this communication, subordinates convey their opinions, suggestions, complaints etc. to their superiors.  The lower-level employees initiate up-ward communication and the message ultimately reaches to the upper-level management.  It may take place in the form of feedback of downward communication. The following figure represents the upward flow of information: Downward communication  Downward communication is the communication where information or messages flows from the top of the organizational structure from the bottom of the organizational structure.  Downward communication occurs when information flows down the hierarch form superiors to subordinates.  This type of communication may forms such as staff meetings, company newsletter, company policy statement, information memos, e-mail, face-to-face contact, orders, instruction etc.
COMMS REVISION 45rmmakaha@gmail.com QUESTION Media or ways of upward communication. [10] The subordinates can communicate their problems, attitudes, complaints and suggestion to their superiors through various ways. That means, there are a number ways or means or methods of upward communication. 1. The popular written media of upward communication are discussed below:  Report: Report is one of the most important a widely used media of upward communication. Subordinates prepare reposts periodically or regularly on various routine issues. They also prepare special report when need arises. Reports are then submitted to the higher authority for supplying necessary information.  Memo: Memo is the short form of memorandum. A memo is a short piece of writings generally used to exchange information among the persons within the organization. Superiors usually send information to their subordinates through memo. However, subordinates can also write memos to convey essential information to their superiors for making decisions.  Suggestion and complaint boxes: Some organizations install suggestion and complaint boxes at some convenient places in the office or factory through suggestion box, management invites the employees to submit their suggestions for improving the efficiency of organizational operations. On the other hand, complaint box is placed to submit any complaint of the employees regarding any aspect of their employment.  Direct letters: Subordinates can write letters directly to their superiors at their superiors at their own initiation or they may be asked by their superiors write about any directed matter.  Questionnaire: Sometimes managers encourage upward communication by asking questions to their subordinates. For this purpose, they distribute questionnaires to the employees. Through questionnaires, management can know the attitudes, feelings and complaints of the employees. 2. The oral media of upward communication are as follow:  Grievance procedure: Grievance is the employee dissatisfaction over any aspect of their employment. Grievance procedure provides the employees with a formal channel of appeal to their superiors. In modern organizations, there is well-established procedure for handing employee grievances that acts as a mode of upward communication.  Joint setting of objectives: In participative organizations, superiors and subordinates sit together for setting objectives. In this case, the superiors seek information and suggestions from the bottom-level managers and employees.  Employer-employee meeting: Meeting between employer and employees is a very useful medium of upward communication. In the meeting, the superior can raise problems and seek information, guidelines or suggestions from the subordinates. 3. Other Media: In addition to written and oral media, superiors can encourage upward communication through the following symbolic medium. o Open-door-policy: Open-door-policy of management inspires the employees to feel that the manger’s doors are always open to them. Whenever they want they can enter into the manager’s room and talk everything to the superiors without any fear or hesitation. These are the commonly used media of upward communication. However, all the media are not suitable for every message. Selection of a particular medium in a particular situation depends on the nature and importance of the message.
COMMS REVISION 46rmmakaha@gmail.com QUESTION Media or ways of downward communication [10] Methods of downward communication Both written and oral methods are used in transmitting messages of downward communication. Actually, section of media depends on the nature, urgency and importance of the message to be communicated. The followings are the frequently used media or methods of downward communication. 1. Oral Media or Method: Downward communication is mainly done by means of oral media or method. Usually, the supervisors give instructions to their subordinates through face-to-face and telephonic conversation. Beside this, managers also exchange relevant information to their subordinates through meetings, conferences, lectures etc. 2. Written Media or Method: Organization of any size and nature sends important information to its employees in written forms through letters, circulars, manuals, bulletins, posters annual reports etc. generally, letters and memos communicate important organizational directives; circulars, manuals and bulletins communicate policies and procedures and annual report communicates organizational activities and performance at the end of the year. 3. Other Media or Method: In addition to oral and written media or method, audio, visual and audio-visual media are also used in downward communication. Radio, television, poster, signal, symbol, graphs etc. some of the commonly used instruments that convey messages to the subordinates. QUESTION Objectives or purpose of downward communication [10] It is a system of communication where communication takes place form upper level to downward or form the superior to subordinate level. The following objectives are available in downward communication. 1. Supply information: Work style, method, responsibility, duties etc. are supplied to subordinates by this communication system. 2. Assigning work: Through downward communication, superior assigns different works to their subordinate. 3. Explaining policies and plan: The objective of an organization is to inform institution’s plan, policy, program etc. to lower level by this communication system. 4. Responsibility and duty: Inter departmental duties and responsibilities are distributed by this communication system. 5. Directing subordinates: Downward communication is directive in nature. To give directions to the subordinates, top executives use this communication method. 6. Evaluation of performance: Top executives evaluate the performance of their subordinate through this communication method. After evaluation of workers work, the analyzed result is informed to others for incentive. 7. Explain the change environment: Any change or organization’s plan, policy, method and program are informed to all employees with the help of this communication system.
COMMS REVISION 47rmmakaha@gmail.com 8. Coordination and cooperation: To coordinate and cooperate of the subordinates of their works downward communication is needed. For achievement of expected result, downward communication is the best method. 9. Delegate authority: In large organization, it is very much essential to delegate some authority to their subordinates. Without downward communication delegation of authority is impossible. 10. Establish discipline: Top level hierarchy of the organization try to maintain organizational discipline through downward communication to their subordinates by issuing job related rules and regulation.
COMMS REVISION 48rmmakaha@gmail.com QUESTION Explain The Term Meeting [5]  A meeting is a group communication in action around a defined agenda, at a set time, for an established duration.  Meetings can be effective, ineffective, or a complete waste of time.  If time is money and effectiveness and efficiency are your goals, then if you arrange a meeting, lead a meeting, or participate in one, you want it to be worth your time.  Meetings can occur face-to-face, but increasingly business and industry are turning to teleconferencing and videoconferencing options as the technology improves, the cost to participate is reduced, and the cost of travel including time is considered.  Regardless how you come together as a team, group, or committee, you will need to define your purpose in advance with an agenda. Advantages of meetings: In the business organizations meetings are used for a variety of purpose. There are some advantages of meeting which are stated below: 1. Democratic process: Meeting is a democratic process of taking decision. None can blame other for the decision because it is taken in presence of all the members. 2. Improve decision: Improve decision can be taken through meeting. Because every matter is discussed pros and cons and nothing is left over unconsidered. Proverb says ”Two heads are better than one.” 3. Participative management: Participative management can be materialized through meeting. Al the departmental heads and supervisors may sit together for taking decision. 4. Help in co-ordination: Meeting can help for co-coordinating the work as a whole because all the parties or members are presented in the meeting. 5. Covey information to a large gathering: Meeting can convey information for all departments. Besides the presented members exchange their views, idea, opinion and feeling at a large gathering. 6. Others: Provide necessary information to a group of people, report on some incidents or activities, create involvement and interest, formulate policies etc. Disadvantages of meetings: There are some limitations and disadvantages of meeting. These limitations and disadvantages are discussed below: 1. Time consuming: Meeting takes much time to take decision 2. Costly: 3. Formalities: There are many formalities to hold on a meeting. Agenda, minutes, regulations are needed for a valid meeting. 4. Difficult to control:
COMMS REVISION 49rmmakaha@gmail.com QUESTION  Essentials of a valid meeting | Conditions of valid meeting  Requirement or essentials of a valid meeting or, necessary conditions of a valid meeting:  Preconditions of a valid meeting: [10] A valid meeting should have the following elements: 1. Legal objectives: Any meeting must have legal objectives. Meetings on illegal or unethical purposes cannot be valid in the eye of law. 2. Convened by proper authority: A valid meeting should be contended by the proper authority of the company. 3. Serving proper notice in proper time: Notice of a meeting must be served timely by maintaining rules and regulations of the companies act. 4. Presence of authorized persons: To make a meeting valid person who is entitled to present in a particular type of meeting should be present in the meeting. 5. Presided over by a chairman: A valid meeting should be presided over by a chairman who will be selected by the members. 6. Specific agenda: A detail agenda should be prepared before the meeting and the meeting should be operated by following agenda. 7. Quorum: Quorum is the minimum number of persons that must be present in the meeting to make it valid. QUESTION Explain the following types of meetings. a) Public meeting b) Private meeting c) Command or management meetings d) General meetings e) Special meetings f) Committee meetings g) Shareholders meeting h) Statutory meeting:. i) Annual general meeting: j) Extra-ordinary general meeting: a) Directors meeting: b) Board meeting: c) Special meeting: d) Class-meeting: e) Creditors meeting: a) Public meeting - every member of the public is allowed (to discuss, e.g. political issues.) a) Private meeting – Only the members of the organisation are allowed to attend the meeting. b) command meetings – are attended only by management;
COMMS REVISION 50rmmakaha@gmail.com c) General meetings are attended by members of staff on a regular basis (annually, weekly, monthly) and on d) Special meetings. Special occasions e) Committee meetings are attended only by members serving on a specific committee. Committee meeting: According to article of association the Board of Directors sometimes make special committee to complete in any special work among some directors of the company. This committee member sometimes meets together for coordinating the work properly. This type of seating is called committee meeting f) Shareholders meeting: When the meeting is held with the shareholders of the company it is called shareholders meeting. g) Statutory meeting: According to company laws, after getting the letter of commence, the company arranges a meeting after one month of six months. This is the first general meeting of the company and during the life of the company this type of meeting held once. The company gives the circular before 21 days of the meeting. The decisions of the meeting are called statutory decision. h) Annual general meeting: After registration of the company, the company is bound to invites the first general meeting with in eighteen months. Then the general meeting will be held in every year. The differences of the two general meeting cannot be more than fifteen months. The decisions of the meeting are called general decision. i) Extra-ordinary general meeting: If necessary of the company this type of meeting can be held on any time. The director or some shareholders can invite this meeting one tenth of the shareholders may give the requisition to the Board of directors to arrange this type of meeting. After getting the requisition of the board of Directors fail to arrange a meeting with in twenty one days, the shareholder can invite the meeting within three months. The decision taken by the meeting is called special decision. j) Directors meeting: When the meeting is held among the directors of the company it is called directors meeting. k) Board meeting: According to article of association. The board of directors meeting is called Board Meeting. If nothing about this type of meeting in the article of association, then by Table- A rules of the company law this type of meeting can be held on. According to rules of company law the company is bound to arrange the meeting once in one month and at least four times within a year the Quorum: is filled up by 1/3 rd of the directors present or at least two directors present. Each director is preserved one vote and if any case the directors vote can be divided equally, then the president give the casting vote and take the decision. l) Special meeting: For any special situation, when the meeting is arranged by the company, it is called special meeting. The types of the special meetings are as follows: m) Class-meeting: The Company has different kinds of shares. When the meeting is arranged by any one kind of shareholders it is called class meeting. n) Creditors meeting: The directors or their appointed lower can invite this type of meeting. Moreover this type of meeting may be arranged by the order of the court. If necessary to reconstruct or to dissolve or to any amalgamate the company to preserve the rights of the creditor this type of meeting is invited by their proper authoritative person. The creditors who will be present in the meeting or the presence of three-fourth credit holders of the total credit can take the decision and the court will give the instruction on the basis of this decision and the creditors are bounded to abide by the decision.
COMMS REVISION 51rmmakaha@gmail.com QUESTION Duties of chairman and secretary in a meeting [10] The chairperson: He she plays a key role in the success of the meetings: The chairperson should therefore be tactful, diplomatic, sincere, a good communicator and above all a respectable leader. The main function of the chairperson is to maintain order during the meeting. Secretary: The secretary must be well organised and attend to matters such as the venue for the meeting, the drafting of the notice and agenda and taking down the minutes of the meeting, The secretary should therefore, be well skilled in communication, Role or function or duties of chairmen of a meeting: In all types of meetings, you have the following responsibilities as a presiding officer.  Arranging the time and place  Preparing and serving an agenda.  Calling the meeting to order on time  Making clear the purpose of the meeting  Keeping the discussion on course  Controlling over enthusiastic members  Electing contributions from each member  Creating a good atmosphere  Summarizing the discussion form time to time  Working to end the meeting on schedule  Thanking to the members Secretarial work relating to statutory meeting 1. Functions before the meeting:  Maintaining time for statutory meeting,  Preparing statutory statement or report,  Drafting a notice for the meeting,  Collecting the auditor’s certificate,  Selection the place of the meeting,  Preparing agenda of the meeting,  Listing the name of members who will attend the meeting,  Calling on board of directors meeting,  Preparing final notice of the meeting.  Serving the notice to the concerned members. 2. Functions at the meeting:  Determining the quorum of the meeting,  Stating or reading the agenda,  Supply of the necessary explanations,  Giving the explanations,  Writing the rough minutes 3. Functions after the meeting:  Preparing final minutes and resolutions,  Submitting the statutory report The following is expected from:
COMMS REVISION 52rmmakaha@gmail.com QUESTION Explain the following terms a) Notice b) Agenda c) Minute [10] Notice  A notice is a written or an oral statement that contains the particulars of holding a meeting.  When a circular is served among the members of the meeting to attend the meeting, it is called a notice.  It is letter of invitation that carries the request to the members to attend a meeting.  A notice includes time, place, date and agenda of a meeting.  The notice should be sent by the proper authority in due time so that the members can attend the meeting in time.  So, notice is formal written or formal information, notification or warning about a fact or an invitation to the concerned person for attending the meeting. A notice can be formal or informal. MUTARE POLYTECHNIC Ministry of Higher and Tertiary Education NOTICE OF A MEETING Notice is hereby given of a monthly academic board meeting. It is to be held in the boardroom on the 21st of June 2012 at 0900 hours. The minutes of the meeting held on the 20th of May 2012 are attached. C Gatsi Chairwoman Cell: 0772 950 037 10 June 2012 Notice of a monthly meeting is given above. If you are requested to write the notice of an annual meeting, then it is obvious that you’ll replace monthly with annual. Agenda  Agenda means things to be done.  It is usually sent along with the notice of the meeting.  It is a list of the topics to be discussed in a meeting.  Sometimes the agenda is prepared after the circulation of the notice in order to include the member’s opinion.  If the subject matter of the meeting is secret, the agenda may not be circulated.  Agenda is document that outlines the contents of a forth coming meeting.”
COMMS REVISION 53rmmakaha@gmail.com  So, agenda is an items or issues prepared by the secretary and which are to be discussed or transacted in a forth coming mitten. Below is the agenda of the monthly meeting. N.B points 1-7 on the agenda are standard for most meetings for all organisations. Points 7.1, 7.2 and 7.3 are specific “new Business” matters pertaining to the specific organisation. Points 8 and 9 are standard. AGENDA 1. Attendance Register. 2. Apologies. 3. Opening and Welcome. 4. Finalisation of the agenda. 5.Minutes of meeting held on 20 May 2012 6. Matters arising. 7.New business: 7.1 Symposium and Miss Poly 7.2 Main Graduation 7.3 MOTION; That the Symposium invitation letters to High Schools be sent to the Regional offices of Ministry of Education, Sports and Culture Offices. PROPOSAL: Ms G Sithole SECONDED: Ms T Mawoyo 8. Date of next meeting. 9. Closure. Features or characteristics of agenda: The features of agenda can be state as follows: 1. Generally, agenda is sent along with the notice of the meeting. 2. It is written at the end but before or after the signature of the convener of the meeting. 3. It is arranged according to the importance of the end. 4. Controversial topics should be written at the end. 5. The topics are determined by the secretary with consulting the higher authority or the convener of the meeting. 6. It written in brief but explicit manner Minute  Minute is an official written statement of the motions and resolutions taken in a meeting.  It is brief but a complete record of all discussions held among the members of the meeting.  It is also defined as the official record of the proceeding of a meeting that should be needed to approve by the participating members of the meeting.  An accurate written record of meetings is essential not only for all those who attended the meeting but also for those who were unable to attend. Some definitions of minute are as follows:
COMMS REVISION 54rmmakaha@gmail.com  Minutes are the official records of the proceedings of meeting.”  So, minutes are the brief and complete official written record of all discussion which is held among the members of the meeting. QUESTION Difference between agenda and minute: [10] Both agenda and minutes are the important documents of a meeting. But they differ from each other in respect of the following points:
COMMS REVISION 55rmmakaha@gmail.com QUESTION Essential elements or factors of a valid notice: [10] The essentials or elements or factors of a valid nonce are given below: 1. Signature: The notice must be signed by the proper authority. Only the legal authority should serve the notice. 2. Proper time: The notice must be served in proper time. It should be circulated according to the rules and regulations of the company or the organization. 3. Time date and place: The time, date and place of the meeting must be stated in the notice. 4. Unconditional: There must be no condition or complexity in the notice about attending meeting. Always a notice is unconditional. 5. Agenda: Agenda means topics to be discussed in a meeting. A valid notice should contain the agenda of the meeting. 6. Conciseness: The notice must be short in size. It should be clear, simple and easy. 7. Proper persons: Notice should be served to the proper persons who are entitled to attend the meeting. 8. Enclosure: An explanatory statement should be sent with the notice. QUESTION Importance or necessities of agenda:[10] The necessity or importance’s of an agenda are as follows: 1. As it is circulated in advance, the members of the committee or meeting can take preparation to discuss the topics accurately. 2. It helps to take prompt decision. 3. Since it has a set of order, it helps the chairperson to conduct the meeting smoothly. 4. It can ensure covering all the topics that will be discussed in a meeting. 5. It helps to control the unnecessary talking in the meeting. 6. It is helps to write the minutes and resolution of the meeting. 7. As it is served earlier, the members of the meeting can exchange their thought and ideas informally before holding the meeting.
COMMS REVISION 56rmmakaha@gmail.com QUESTION Meetings terminology [10] Constitution: A set of rules and regulations which govern the organisation. These have been accepted by members during the inaugural (very first) meeting. The constitution is that which prescribes to the members how they must behave and which decisions are legally binding. The Quorum: A minimum of members, as prescribed by the constitution, must be present during a meeting before a legally binding decision may be taken. Voting on issues, therefore, presupposes that the prescribed minimum number of members should be present (before any legally binding decision may be made.) The Chairperson: This person presides at the meeting. The chairperson’s duty is to maintain order during the meeting and to control the procedure. The chairperson's role is to run meetings in a way that encourages decisions. The chairperson should allow fair and open discussion of matters and stick to the agenda, so that decisions can be made. If there is no committee, the owners corporation chairperson must be a lot owner. The Secretary: The role of the Secretary is to support the Chair in ensuring the smooth functioning of the Management Committee. In summary, the Secretary is responsible for: Ensuring meetings are effectively organised and minuted. Maintaining effective records and administration. The Treasurer: The main duties of a treasurer are to oversee the financial administration of the organisation, review procedures and financial reporting, advise the board on financial strategy, and advise on fundraising. A treasurer is in charge of the organisation’s financial matters. Proposal: This is a suggestion made by someone during the meeting. If a proposal is given to be discussed before the meeting, then we call it a motion. A motion becomes a resolution when the motion is either accepted or rejected. Ad hoc Committee: During a meeting, it may become clear that certain issues have to be attended to. The appointment of members on the committee is then done on a temporary basis: they are expected to conduct investigations into the matters and then report back to the members at another meeting after the completion of the investigation. Voting: It is sometimes necessary to vote ( to reach a decision on a matter). Voting procedures have their own terminology: Ballot: Voting in secret, either by ballot (putting votes in a ballot- secretly- or voting anonymously. Deadlock: Sometimes a situation rises where equal numbers of votes are for and against a proposal.
COMMS REVISION 57rmmakaha@gmail.com Casting vote if a deadlock exists, then the chairperson may have the casting vote, in other words, the deciding vote. Nemine despentiente:(nem.dis) No one disapproves of a motion, everyone approves of it: this is called unanimous approval. Nemine controdicente:(Nem.con.): No one votes, against the motion but a few people abstain from voting. Abstain: To refuse to vote. Proxy: The permission given to a person by another member (who cannot be present at the meeting) to vote on his behalf. Resolution: Agreement by a majority of the members at a meeting on a motion – this agreement may be positive or negative (for or against the motion). Unanimous; When all members vote in favour of a motion. Motions each item to be discussed will have a proposal, normally called a motion to which members will speak. A motion is a proposal put forward for discussion and decision at a meeting. It can be in writing before the meeting or may be a proposal during the discussion. Changes motions may be changed before they are voted upon by amendment or addendum. An amendment is a proposal to alter a motion which has been submitted to a meeting e.g. by adding, inserting or deleting words of the original motion. Addendum: is the addition of words to a motion and is treated in the same way as an amendment. Closure: End of a meeting. Guillotine ruling: This is a specific time restriction placed on a discussion of a proposal or the time given to a speaker or on the actual duration of a meeting. In camera: When the proceedings for a meeting take place behind closed doors. It is of a sensitive, confidential nature. Attendance Register: The actual record of numbers attending a meeting. Point of order: The chairperson has to decide if a member’s contribution to the meeting is in line with the constitution or relevant to the point on the agenda. Verbatim: The exact words of a speaker. Second: To second a proposal, means that another person agrees with the original proposal, necessitating the meeting’s attention to the matter. Precedent: When something that occurred in the past is used as a basis for future actions. Suspension: The prohibition of a member from taking part in the activities of an organisation. Honorarium: An honorarium is paid to any person for recognition of duties performed during a year, e.g. the treasurer, for accounting duties. Status quo: The current situation. Ex officio: the authority which a person has as result of his or her position. Adjournment: When a meeting is closed before all the topics on the agenda have been discussed, the discussion, however, will resume after a break. This is not an official closure.
COMMS REVISION 58rmmakaha@gmail.com Co-option being invited to join the deliberations of a meeting, but not allowed to vote. Term Definition Title Header Title, time, date, location, phone number, e-mail contact, and any other information necessary to get all participants together. Participants Expected participants Subject Line Purpose statement Call to Order Who will call the meeting to order? Introductions If everyone is new, this is optional. If even one person is new, everyone should briefly introduce themselves with their name and respective roles. Roll Call This may quietly take place while introductions are made. Reading of the minutes Notes from the last meeting are read (if applicable) with an opportunity to correct. These are often sent out before the meeting so participants have the opportunity to review them and note any needed corrections. Term Definition Old Business List any unresolved issues from last time or issues that were “tabled,” or left until this meeting. New Business This is a list of items for discussion and action. Reports This is optional and applies if there are subcommittees or groups working on specific, individual action items that require reports to the group or committee. Good of the Order This is the time for people to offer any news that relates to the topic of the meeting that was otherwise not shared or discussed. Adjournment Note time, date, place meeting adjourned and indicate when the next meeting is scheduled.
COMMS REVISION 59rmmakaha@gmail.com COMMUNICATION LETTERS & REPORTS
COMMS REVISION 60rmmakaha@gmail.com QUESTION Enquiry/ inquiry letter [10] INQUIRY LETTER  Make an inquiry when you are requesting more information about a product or service.  This type of business letter tends to include specific information such as product type, as well as asking for further details in the form of brochures, catalogues, telephone contact, etc.  Making inquiries can also help you keep up on your competition! KINDS OF INQUIRY LETTERS: Inquiry letters fall in three categories: 1. Trade inquiry, 2. Status inquiry and 3. General inquiry 1. Trade Inquiry:- A trade inquiry (or sales related inquiry) is written with the intention of making business deals with the addressee. Such inquiry letters are written regarding products or services purchased or being considered for purchase. The trade inquiries ask information about the supply of goods, availability of goods, delivery time, leaflet or catalogue, quotations or price, method of transport, insurance, samples and terms and discount, etc. 2. Status Inquiry:- Status inquiry is written to know the financial position of some individual or firm usually prospective buyer. Inquiries about the character, qualifications, experience and performance of the applicant for job or membership may also be termed as status inquiries. 3. General Inquiries:- General inquiry is made to get information about rules and procedures used in other organizations, government policies, market conditions etc. General inquiry may also seek information for private or business research. For example a firm may receive inquiries for various data from students, teachers or executives of other organizations.
COMMS REVISION 61rmmakaha@gmail.com QUESTION John House, Washington, New York, has applied for credit purchase from Anna Enterprise, 20, TUCSON AZ 85705 USA. In the letter, John House has mentioned the name of Mr. Michel, Manager, Mahan Boutiques and Fabrics of Taxes, as reference. Write business status inquiry letter on behalf of Anna Enterprise. [10] Anna Enterprise (Wholesaler of Quality Fabrics) 20, TUCSON AZ 85705 USA December 07, 2013 Mr. Michel Manager Mahan Boutiques and Fabrics, Texas. Sub: Inquiring the financial status of John House, Washington, New York. Dear Mr. Michel, Will you please respond to the following questions about John House, Washington, New York, which has listed your name as a credit reference on its letter for credit purchase? 1. How long John House has a credit account with your company? 2. What is the credit limit you currently extend to them? 3. What is the maximum amount of credit you have ever extended to them? 4. Has it ever been delinquent in paying his dues? I assure you that information provided by you will be treated confidentially. If you send answers to the above questions with December 25, 2013 will be highly appreciated. We will be highly glad to provide you any such help in future. Sincerely, (Mr. Michel Jackson) Manager, Credit Division
COMMS REVISION 62rmmakaha@gmail.com QUESTION Assume that you are the manager of Mr. Anna Trade International, 54, Washington, New York. Mr. Michel Trading Agency, 302, TUCSON AZ 85705 USA has a letter to you inquiring the financial solvency of John and company, 14/1, Taxes, Washington. Write a positive response to this business status inquiry letter. (Favorable reply to the inquiry letter given in specimen).[10] Anna Trade International 54, Washington, New York Phone: 914554656 Fax: 099-9152752568 Date: November 31, 2013 Manager Mr. Michel Trading Agency 302, TUCSON AZ 85705 USA. Subject: Reply to financial status inquiry of John and company, 14/1, Taxes, Washington. Dear Sir, Thank you for your letter of November 28, 2013. We have regular and satisfactory business relation for long time with John and company, 14/1, Taxes, Washington about whom you have sought information. They are doing business in this line since long ago with utmost sincerity and honesty. Their financial capability and business goodwill are highly appreciable. Their business dealings and payment records with us during the last several years can be held in high esteem. You can supply them goods worth 1300$ on credit in a single consignment without any hesitation. We feel proud to provide information about the firm and we think our confidence on this firm will never be misplaced. Expecting your business success. Thanking you. Sincerely yours. (Mr. Jonson)
COMMS REVISION 63rmmakaha@gmail.com QUESTION Contents or elements of reply letter to business status inquiry letter. [10] The particular answer business standing inquiry letter can be sometimes positive as well as negative. Regardless of the characteristics associated with response is actually, its full of a number of normal information as well as unique positive as well as negative view. This items are likely to be a part of an answer to business standing inquiry letter:  Acknowledging this notice from the inquirer. This means, acclaim with the notice associated with request should be mentioned.  Name, address along with points with the corporation regarding which usually information is actually provided.  Giving certain information as questioned through the inquirer. Data delivered should be appropriate in addition to applicable whether it’s positive as well as negative.  The particular replier must not fit his or her own assumptions while using the information.  Any affirmation producing this intention to never take any legal responsibility resulting from long term orders while using the likely shopper.  Requiring this enquirer to keep up secrecy with the information delivered.  Offering warranty associated with providing additional help out with long term.  Producing ache if the information delivered is going from the possible shopper.  Making use of basic in addition to unambiguous words and phrases in addition to paragraphs.  Wanting inquirer’s business success along with thank you.  Mentioning this name, location in addition to address with the information provider
COMMS REVISION 64rmmakaha@gmail.com QUESTION Quotation letter [10]  A letter of quotation is any letter written in reference to the price of a service or product.  A formal statement of promise (submitted usually in response to a request for quotation) by potential supplier to supply the goods or services required by a buyer, at specified prices, and within a specified period. A quotation may also contain terms of sale and payment, and warranties. Acceptance of quotation by the buyer constitutes an agreement binding on both parties.  This could range from a customer or client requesting or accepting a quote, to the supplier or service provider sending the quote amount.  Either of these letters could be headed as a letter of quotation.  For example you would write a letter of quotation to a ventilation company explaining your situation and requesting a quote to complete the job.  Because money is likely to be exchanged it is important for both parties to be clear about the service or product in question and the terms of the agreement. Letter of Quotation Request Sample DESU, HEAD OFFICE 9/2, Surya Kiran Building, New Delhi (India). 25/02/2016 M/s Popular Cables, C-12/5, Sadar Market, Delhi (India). Dear Sir, You have previously supplied us cables and we should be glad if you would now quote for the items named below, manufactured by Saru Cables. The cables we require are listed in your Catalogue no. 24 and 38. Catalogue No. Dimensions No. 28...................3/2 No. 36.................3/41 No. 27.................7/20 No. 40.................1/40 Prices quoted should include packing and delivery at the above address. While replying please state (i) discount, (ii) mode of payment, (iii) date of delivery Yours faithfully, K. Madan (Manager)
COMMS REVISION 65rmmakaha@gmail.com Letter of Quotation to Customer Sample POPULAR CABLES C-17/7, Sadar Market, Delhi. 28/02/2016 DESU Head Office, 9/1, Surya Kiran building, New Delhi. Dear Sir, With reference to your inquiry of 19th Oct. 1996 for further supply of our cables, we are pleased to quote at follows: Cable Dimension $s. Per Cable 3/2...................... 178 each 3/41.................... 120 each 7/20.................... 238 each 1/40.................... 140 each These prices include packing and delivery charges. We can deliver from our stock and will allow you a discount of 100% but only on items in quantities of 200 or more. In addition, there shall be a cash discount of 5% on total cost if payment were made within 45 days from the date of invoice. We hope you will find these terms satisfactory and look forward to your order. Yours faithfully Satrajit Jana (Manager) QUESTION Order letter [10]
COMMS REVISION 66rmmakaha@gmail.com  Is a document that confirms the details of a purchase of goods or services from one party to another?  Also known as a purchase order or PO, begins the paper trail of a specific purchase.  The objective is to provide the vendor with detailed instructions for fulfilling an order.  It also serves as a legal record of the transaction and, consequently, should be written with care.  It usually includes more information about what you are ordering, like quantity, model number, or color, the payment terms, and the matter in which the products are to be shipped.  When the recipient receives this letter, they will process the order and send the merchandise. . What are main points of a good order letter? Mention the circumstances under which an order letter needs reply. An order letter needs to be correct, complete and definite so that the reader may fill it exactly. Incompleteness or errors may mean further correspondence, shipping delays, complicated billing, repacking and reshipping and loss of business. Therefore, a good order letter should: 1. Include full details of quantities, prices, colors, sizes etc. 2. Quote catalogue number if any. 3. State the requirements as to delivery – date, place, mode of transport etc. 4. Confirm the terms of payment agreed in preliminary negotiation. 5. Refer to the enclosure of cheque, pay order or draft or samples or colour of material if any. Replying of Orders: Ordinarily order letters need to reply. But replies should be written under following circumstance. 1. When a customer requests for acknowledgement in confirmation of the order. 2. When an order is incorrect incomplete or vague. 3. When an order cannot be complied with. 4. When extra time is needed to fill the order. The letter that is written by a potential buyer to the seller requesting him to deliver goods is known as order letter. By writing inquiry letters, buyers can collect necessary information about the price, quality of goods and terms of sale. If the buyer finds the quoted price, quality of goods and terms of sales satisfactory, he places an order to supply goods in his address. The seller delivers the good according to the buyer’s order. In modern time, sellers supply printed orders forms to the customers and customers place orders by filling up those printed order blanks. In this case, the printed order sheet or blank is considered as the order letter. QUESTION Factors to Be Considered In Writing Order Letter or, Contents of Order Letter [10]
COMMS REVISION 67rmmakaha@gmail.com  Through order letter, the potential buyers request the suppliers to deliver goods to them.  In modern time, printed order blanks or purchase order forms supplied by the seller are typically used for placing orders.  However, in absence of order blanks and purchase order forms, order letters are written.  Such letters contain three major categories of information: 1. Information about the items being ordered; 2. Information relating to shipping; and 3. Information relating to payment. 1. Information about the items being ordered: An order letter must contain full particulars of goods ordered. Such information include the followings:  Product name  Brand name  Quantity  Catalog number  Model number  Color  Size  Weight  Unit price 2. Information relating to shipping: Shipping information is very important. In absence of shipping information, there can arise misunderstanding between buyer and seller. Shipping information may include the followings:  Desired receipt date;  Desired shipping location; and  Mode of shipping (rail, road, or waterways). 3. Information relating to payment: Mode of payment of prices for the ordered items must be clearly indicated. The seller will accept the order letter only when both of them come to a common ground relation to payment of price. Payment information include the following:  Mode of payment (cash, cheque, draft)  Payment data The above stated factors are usually included in order letter. However, the buyer can include any other instruction or element if he thinks necessary. QUESTION Write an order letter [10] Starting to Write
COMMS REVISION 68rmmakaha@gmail.com  Politely thank the buyer or client for their custom.  Briefly outline the details of the transaction, such as the item model name, color etc, the name of the buyer or client, their address if relevant, and the medium of payment. This is essentially a summary of the order to reassure the recipient that everything is going smoothly.  Provide contact information so the recipient can get in touch if there’s a problem. Letter of Order Sample Mancini Kitchen Equipment Troy D. Mancini 4220 Straford Park Harold, KY 41635 Dear Mr. Mancini, We would like to purchase twenty two (22) individual stand mixers (Model #43423), all in the color red. We would like you to charge this purchase to the preexisting account that we have with you, business account #543234. We hope to receive this order no later than Friday, November 11th, 2009. Attached to this letter please find our preferred shipping method and receiving address. Please confirm that you received this order by calling us at 232-231-4563 anytime during business hours, Monday to Friday. Thank you for your cooperation Keller Kitchen Co. Letter of Order and Acknowledgment Sample Hello Victor,
COMMS REVISION 69rmmakaha@gmail.com Thank you for your recent purchase from Furniture World. The team are currently working on getting your item dispatched, and it should be with you within 5 working days. Order Details Order Number: 86675564 Mellow White Leather Sofa Price Inc Delivery: $754 Payment Method: Credit Card Delivery Address: 8561 Honey Pioneer Autoroute, Burnt House, Wisconsin, 53091-3064 Note: Because this is a large item you will need somebody to sign for the delivery upon arrival and to grant the drivers access to the property in order to position it somewhere convenient. If you should have any problems or queries about this order please contact customer support on (534) 872-9133, or via email at support@furnitureworld.us All the best, Furniture World QUESTION Write a delivery letter [10]
COMMS REVISION 70rmmakaha@gmail.com The _______ (designation), _______________ (company). Subject: Acknowledgement Letter for Receiving Goods Dear Sir, This letter has been written to inform you, that I acknowledge the receiving of goods by your company. The slip and invoice has been checked. All the goods are passed from the session of checking and no defect have been found. The number is items is proper and without any doubt. Under signatory is grateful for your punctuality. Warm Regards, Name:________ Signature:_______ Designation:_______ Date:_________ QUESTION Collection letter [10]  Letters written for realizing payments from the debtors are known as collection letters.
COMMS REVISION 71rmmakaha@gmail.com  The need for writing collection letters arises from credit sales.  Selling on credit is a traditional business policy that enhances volume of sales.  Under the credit sales policy, the sellers allow the customers a definite period for payment of dues.  However, sometimes the buyers make unexpected delay in paying their dues.  Even, some custom stances, the sellers write letters reminding and requesting the customers to pay the due bills.  Instead of sending one letter or repeated copies of the same letter, credit departments send a series of letters.  “Collection letters ask customers to pay for the goods and services they have already received.”  “Collection letters are used by an organization to entice its charge customers to pay an outstanding charge-account balance.”  Collection letters are written in a series. When collection letters are written in a series beginning with a simple reminder and end with a warning letter indication legal action the dues promptly by retaining the customers with the company. Features of collection letter Collection letters possess some distinct features that differentiate them from other business letters. Some of the features of collection letter are as follows: 1. Parties involved: Buyer who buys on credit and seller are involved in collection letter. Seller writes this letter to the buyer for payment of dues. 2. Series of letter: Collection letters are written in a series. The series includes remainder letter, inquiry letter, appeal and urgency letter and warning letter. 3. Objective: The prime objective of writing collection letter is to realize the dues from the customers. 4. Governing principle: The governing principle of the letter is to collect the dues by retaining the customers with the company. 5. Referring the previous letter: When dunning letters are written in a series, every subsequent letter mentions the reference of immediate earlier letter. 6. Threat for legal action: The last letter of collection letter series warns the customer that the matter has been handed over to the lawyers for taking necessary legal action. 7. Sent through registered post: The seller sends collection letter especially, the lat letter of the series though registered with acknowledgement to avoid unnecessary delay, or missing of the letter or denial from the part of the customer. 8. Language: The letter is written by using friendly, persuasive but straightforward language. INITIAL COLLECTION LETTER Dear _____:
COMMS REVISION 72rmmakaha@gmail.com This letter is a friendly reminder that payment on your account in the amount of $________ on your account was due on ________. If you have already sent us your payment, kindly disregard this letter. If not, please send us your payment promptly. Yours truly, FOLLOW UP COLLECTION LETTER Dear _____: This is our second reminder that payment on your account in the amount of $________ on your account was due on ________. We value your business and hope to keep you as a customer. However, we do require payment according to the terms of our invoices. Please send us your payment promptly. Yours truly, FINAL DEMAND COLLECTION LETTER Dear _____: This is our final reminder that payment on your account in the amount of $________ on your account was due on ________. If we do not receive payment in full by _____, we will submit your account for collection. Yours truly, Polite First Reminder Letter for a Good Customer Dear {client};
COMMS REVISION 73rmmakaha@gmail.com You have been a valued customer for many years, and you have always been conscientious about paying your bills within the 30-day payment period. This is just a reminder that your payment of {amount} for invoice # {0000} has not been received by our office. If you forgot to mail us your payment, please send it today. If you have already mailed your check, please disregard this notice. As always, if you have any questions or problems feel free to contact us at {phone number} or {email address}. Sincerely, {Your Name} {Your Title} Collection Letter - First Notice 30 Days Late Dear {client}; We know that life can sometimes be difficult and staying on top of invoices is not always easy. That’s why we wanted to send you a friendly reminder regarding invoice # {000} in the amount of {$.00} that is currently past due. If you experienced an issue with your order, please do let us know. If you have any questions regarding this invoice, please call us at {phone} or contact us via {email}. We value your business and are here to help you. If your payment has already been submitted, we thank you and please disregard this notice. Sincerely, {Your Name} {Your Title} Collection Letter - Second Notice 60 Days Late Dear {client};
COMMS REVISION 74rmmakaha@gmail.com We hope that everything is going well for you and that you are enjoying the products that we provided. However, it has been two months now since we have received a payment and we are wondering if there is some sort of problem we can help you with. Have you already put a check in the mail to us in the amount of {$.00} for invoice # {0000}? If not, please give this matter your attention today, since we want to be able to extend you credit the next time you shop with us. Of course, if there is some sort of problem, know that you can contact us at {phone number} or {email} so we can help. Sincerely, {Your Name} {Your Title} Collection Letter - Third Notice 90 Days Late Dear {client}; We show your account has a past due balance of {$.00} Previous attempts to collect the balance have failed. Please call me immediately at {phone} to resolve the balance on your account and to avoid having invoice # {000} referred to a collection agency. Your prompt attention is required to resolve this issue. Sincerely, {Your Name} {Your Title} Collection Letter - Final Notice - Collections/Legal
COMMS REVISION 75rmmakaha@gmail.com Dear {client}; Your account is now seriously past due. We have sent you numerous payment requests and still have not received your past due payment in the amount of {$.00}. Please remit {$00} from invoice # {000} within three days or your account will be closed, any outstanding orders will be cancelled, and this matter will be referred to a collection agency. Please call me within the next three business days at {phone} so that we may discuss how to resolve this quickly. Sincerely, {Your Name} {Your Title} QUESTION Claim letter [10]
COMMS REVISION 76rmmakaha@gmail.com CLAIM LETTER  When affected buyer writes a letter to the seller raising complaints and demanding compensation, it is known as clam letter.  Generally, a losing buyer writes claim letters to the seller.  However, sometimes the buyer writes the letter to the transportation authority if any damage is caused by their negligence.  Again, seller or transportation authority may also write claim letter to the buyer claiming their demand.  , “A claim letter is a message designed to inform its recipient about the writer’s dissatisfaction with a product or service.”  “A claim letter is a request for adjustment. When writes ask for something to which they think they are entitled refund, replacement, exchange, payment for damages and so on the letter is called a claim letter.” Mode of claims or Type of claims Although claim letters are written for possible compensation or adjustment but the mode of claims asked for are not always same. Depending on the nature of damage or loss, the buyer can claim one or more of the followings:  Partial or full refund of purchase price of the product or service.  Future delivery of the products with correct items.  Replacement of defective products.  Repair of the damaged products.  Reduction in the price.  Credit the amount to purchase account.  Cancellation of order or portion of order.  Rescheduling the payment installments.  Correction of error in bill. Making a Claim Unfortunately, from time to time it is necessary to make a claim against unsatisfactory work. This example business letter provides a strong example of a claim letter and includes important phrases to express your dissatisfaction and future expectations when making a claim. QUESTION What are contents of claim letters?[10]
COMMS REVISION 77rmmakaha@gmail.com A dissatisfied party may either discontinue business contact or may complain through a claim letter. The former option can never be recommended. Complaint is basically unpleasant, therefore, should be based on the following points: 1. Statement of claim, supported by facts and figures. 2. Indication of loss and inconvenience. 3. Request for explanation of the cause. 4. Emphasis on quick action. 5. Suggestion for reasonable adjustment. 6. Courteous and non-accusatory words. Adjusting a Claim Even the best business may make a mistake from time to time. In this case, you may be called upon to adjust a claim. This type of business letter provides an example to send to unsatisfied customers making sure that you address their specific concerns, as well as retain them as future customers. QUESTION M/s. Anna cloth store, House no. 07, Road no. 14 North 302, TUCSON AZ 85705, USA has purchased 2000 meters of suit cloths with a total cost of 12000$. from Michel enterprise. : M/s. Anna cloth store has returned the shipment as quality does not match with the order specification.
COMMS REVISION 78rmmakaha@gmail.com Write a claim letter to the manager, Michel enterprise, 20, Kualampur, Malaysia, Claiming full refund of the purchase price. [10] M/s. Anna cloth store House no. 07, Road no. 14 North 302, TUCSON AZ 85705, USA November 27, 2013 Manager Michel enterprise (Wholesaler of quality fabrics) 20, Kualampur, Malaysia Dear Manager, On November 07, 2013 we purchased 2000 meters suit cloths. The quality of your shipment does not match with our order specification. Since the use of low quality cloth will damage our business goodwill, we have returned your shipment along with a request for cash refund of 12000$. We believe that your company has deep concern for its customers. We are also convinced with the earlier dealing of your company. Refunding the money within the next 10 days will be highly appreciated. We are looking for future business. Sincerely, (Mr. Jonson) Purchase Manager QUESTION
COMMS REVISION 79rmmakaha@gmail.com The Bangladesh Commerce College, Road No 7, Uttara, Dhaka has purchased some books from Jamuna Publishing Pvt. Ltd. Bangla Bazar, Dhaka. The publisher has sent older edition of the books. Write a claim letter for replacing the books with the new edition.[10] The Bangladesh Commerce College ESTD. 1992 Road No. 7, Uttara, Dhaka. Phone———————— November 25, 2013 Manager Jamuna Publishing Pvt. Ltd. Bangla Bazar, Dhaka Dear Sir, In response to our November 10, 2013 order letter, you have sent the ordered books. You delivery has reached to us on November 20, 2013. We have got all the books. But you have sent the older edition of some books. Books of older edition are being returned. We are requesting for replacing the books with 2013 edition. Your replacing the books soon will be appreciated Sincerely (Mr. Jonson) Principal QUESTION Suggestions for improving the effectiveness of claim letter | Characteristics of good claim letter. [10]
COMMS REVISION 80rmmakaha@gmail.com A claim letter possesses the general qualities of a good commercial letter like completeness, conciseness, use of easy and simple language etc. however, a good claim letter is one that has the following characteristics: 1. Fair claim: An effective claim letter contains a realistic, fair and honest claim or request. If the buyer makes any unfair claim, it proves his dishonesty. As a result business relationship between buyer and seller may end. 2. Showing confidence upon the seller: The buyer should be confidant that seller will accept his claim. Such confidence will motivate the seller to settle the claim with due consideration. 3. Free form anger: An effective claim letter never shows anger to the recipient. Anger or antagonism reduces the chance of getting compensation. 4. Inclusion of facts courteously: A good claim letter states all relevant facts logically. Courteously and impersonally. It includes neither exaggerated nor irrelevant facts. 5. Definite request: An effective claim letter makes a definite request. Such request may be of the followings: o Replacement of the product or service. o Partial or full refund of the purchase price of the product or service o Replacement of shipments o Cancellation of an order or part of the order o Correction of an error in bill 6. Free from guess and opinion: It is unwise to guess or to give opinion holding any specific person responsible for the damage. The letter should be written impersonally and the charge of detecting the responsible persons should be given to the seller. QUESTION Complaint letter [10]
COMMS REVISION 81rmmakaha@gmail.com  A complaint letter advises the reader of an error in a business transaction or a defect discovered in a consumer product or service. The objective is to provide detailed information regarding the error or defect and to serve as a legal document recording the writer's claim and the corrective action or adjustment being requested. Keep in mind that your reader is a trained customer service professional and not very likely to be the person responsible for the error or defect. Rather than being angry, use a firm but courteous tone when stating a complaint. Remember, you want results, not a fight. The scope of a complaint letter should include only those facts that validate your claim and a request that corrective steps be taken. It may also detail the options that you are willing to accept in satisfaction of the claim. The letter written for this purpose is known complaint letter.  In business, occurrence of mistakes is common and natural even though the parties are causations and careful. Some of the customary mistakes are supplying low quality products, charging high prices, low quality packaging, damage of products due to poor packaging etc. so complaint letter is drafted by the buyer mentioning the mistakes occurred or claiming for the damage to the seller or to the transportation authority. Cause of drafting complaint letter After placing orders, customers expect that sellers will deliver the products accordingly. If the seller fails to do so, customers write complaint letter. Such letter is usually written for the following reasons or causes:  Merchandise not received.  Part of the merchandise not received  The merchandise received was not received  Delivery of defective products  Goods received in a damaged condition  Quantity of good is not what was ordered  Goods delivered to wring address  Delivery of goods is delayed  Impoliteness of office staff of the seller  Delivery of mix-up products  Clerical or book keeping errors  Mistakes in the bill  Charging high price  Price included for goods returned  Reminders for payment of bill already paid  Poor quality of packaging  Faulty insurance coverage  Missing of products during transportation  Carelessness of transportation authority  Ignoring the provisions regarding brokerage, commission and discount QUESTION Factors to be considered while drafting complaint letter [10]
COMMS REVISION 82rmmakaha@gmail.com A complaint letter should be written in a polite and considerate way by incorporating the following factors or elements: 1. Specific cause of complaint: In a complaint letter, the customer should mention the specific cause of complaint. This will help the seller to understand his fault and to take necessary step for adjustment. 2. Nature of loss: Complaint letter must specify the nature and extent of damage caused in terms of money, loss of sales, loss of service or goodwill. 3. Amount of loss: If any financial loss has to fault to the seller or transport authority, actual amount of loss should be mentioned with supportive documents. 4. Possible remedy: A complaint letter should clearly indicate the probable remedies for setting the complaint. 5. Avoiding assumptions: In the letter, the buyer should include only the actual event. There should not be any assumption on the part of the buyer. 6. Courteous language: Language of complaint letter should be simple, easy, courteous and friendly. However, its tone should be straightforward. 7. Documentary proof: Sufficient documents should be enclosed as proof of complaint. Without necessary documents, the letter may have no value to the recipient. 8. Controlling anger: Though anger is a natural reaction of the affected buyer, it is not wise to express anger. Rather, the buyer should make the complaint in a respectful and considerate way. 9. Art of presentation: Complaint should be made artfully. That is the buyer should raise the complaint in a way that does not hurt the seller. Artful presentation requires raising the complaints passively rather than directly. 10. Mentioning preventive measures for future: For preventing the mistakes in future, the buyer can suggest the seller some alternative course of actions. QUESTION M/s. Anna Food Products Ltd. has placed an order on December 05, 2013 to Mr. Michel Flour Mills Ltd. For 2000 bags of flour to be sent within December 15, 2013. Mr. Michel Flour Mills has accepted the order but the delivery of shipment was delayed for 3 (three)
COMMS REVISION 83rmmakaha@gmail.com days, draft a complaint letter to the Manager, Mr. Michel Flour Mills Ltd. 10, Washington, New York, for the delay. [10] M/s. Anna Food Products Ltd. 302, TUCSON AZ 85705, USA December 20, 2013 Manager Michel Flour Mills Ltd. 10, Washington, New York Dear Manager, We have placed an order on December 05, 2013 for 2000 bags of flour to be sent within December 15, 2013. You have sent an order acknowledgement letter and promised to deliver the shipment within the stipulate time. But it is unfortunate that the actual delivery was delayed for 03 (Three) days. Due to your delay in sending the shipment, we could not maintain promise with our customers. Recurrence of this problem will force us to business elsewhere. We expect that you will take the matter seriously and will take necessary step to prevent its recurrence. We are looking for future business. Thanking you, (Mr. Jonson) Manager QUESTION
COMMS REVISION 84rmmakaha@gmail.com M/s. Anna enterprise, House no. 07, Road no. 14 North 302, TUCSON AZ 85705, USA, is the seller of high quality local and foreign furniture for home and office. It has purchased 100 nos. office desks from Michel furniture Ltd. Kualalampur, Malaysia, on February 10, 2013. After receiving the shipment, some of the desks were found defective. Write a complaint letter to the manager of Michel furniture Ltd.[10] M/s. Anna enterprise House no. 07, Road no. 14 North 302, TUCSON AZ 85705, USA February 25, 2013 Manager Michel furniture Ltd. Kualampur, Malaysia. Dear Manager, We have purchased 100 nos. of office desks on February 10, 2013 and the shipment reached to us on February 22, 2013. After inspection of the shipment, we have found 20 (Twenty) defective desks. Sale of the defective desks will have a negative impact on our reputation. Therefore, we have kept those desks in the storeroom. We believe that it was an inadvertent mistake and you will take necessary step to stop its recurrence. We are waiting for your decision regarding the defective desks. Thanking you, (Mr. Mr. Jonson) Manager QUESTION
COMMS REVISION 85rmmakaha@gmail.com Adjustment letter [10]  Adjustment letter is a reply letter to the buyer’s complaint or claim.  In other words, when seller or transportation authority writes letter in response to the complaint or claim letter of the buyer, it is known as adjustment letter.  This letter informs the customer either acceptance or rejection of their complaints and claims. Acceptance of the claims may take different forms such as simply regretting for the mistakes, or making correction to the mistakes through payment of compensation. Reply to complaint letter plays a vital role in enhancing the goodwill of a company and maintaining relationships with the customers.  “An adjustment letter is the reply to a compliant or claim letter”.  Finally, we can say that an adjustment letter gives answer to the customer’s claim letter. Though this letter, the seller notifies the customer whether his claim is granted or rejected. Since this letter settles the claims of the customers, it is also termed as letter of claim settlement. This letter helps to build and maintain goodwill with the customers.  An adjustment letter is a reply to a complaint (claim letter).   It is better to make adjustment than to risk losing a customer.  Complaints should not be discouraged, because (1) they provide a means of discovering and correcting poor service, and (2) They provide an opportunity to win back goodwill. Analysis of Complaint: In dealing with a complaint all related facts should be investigated to determine (a) whether the complaint is justified and (b) whether, and how, adjustment is to be effected. Justification of Complaint: Experience proves that most of the complaints are justified. They are usually a result of fault on the part of the seller or third party (transporter, etc.). A complaint is considered unfair when buyer is at fault and the request is for undue advantage. Grant of Adjustment: A justified complain needs proper adjustment, e.g., refunding money, replacing merchandise, performing additional service, admitting fault and assuring care in future, and taking rightful action against third party responsible for the damage. Proper explanation is necessary if buyer is at fault or complaint is based on misunderstanding. Adjustment Principles:
COMMS REVISION 86rmmakaha@gmail.com 1. Answer promptly to avoid further complaint. When immediate adjustment is not possible, an acknowledgement letter assures that the complaint is being conserved. 2. Give the customer the benefit of doubt by assuming that the customer is right, unless the facts prove him/her wrong. 3. Accept blame gracefully when it is justified: to beg pardon or be unnecessarily humble is considered poor acceptance that may result in loss of goodwill. 4. Be diplomatic, especially when the addressee is at fault or complaint is based on misunderstanding. A diplomatic writer can say anything without insulting the reader. Organizing the Adjustment Letters: The ideas in an adjustment letter are ordinarily arranged as follows: 1. Conciliatory Statement:  Expression of regret even if the customer is at fault or appreciation for having been informed is an effective start of an adjustment letter. 2. Explanation of Facts:  Explaining the facts relating to complaint, clarifying the position in case of misunderstanding or indicating the customer’s fault (if any) should be the next step. 3. Statement of Adjustment:  Grant of the adjustment (if any), suggesting a substitute for requested adjustment (when it cannot be granted) or a mere acceptance of fault with assurance of taking care in future, should be stated as the third step. 4. Statement of Goodwill:  A last paragraph may be added (if appropriate) for rebuilding of goodwill and renewal of business relations. QUESTION
COMMS REVISION 87rmmakaha@gmail.com Factors to be considered while drafting Adjustment Letter Or, Contents of Adjustment Letter [10] In drafting adjustment letter, the following points should be kept in mind so that in can convince the affected buyer: 1. Acknowledging the claim letter: At the begging of the adjustment letter, seller should acknowledge the claim letter of the customer and thank the customer for pointing out the mistakes. 2. Regretting for mistakes: Reply letter should regret for the mistakes and inconvenience of the seller sincerely. If the seller is definitely at fault, he can apologize by saying,” I am sorry”, “We apologize” etc. 3. Immediate reply: After receiving the complaint from the buyer, the seller should give its reply immediately. Delay in reply may create further arrogance. 4. Granting immediate promise: If the customer demanded for something specific like a refund or replacement, the seller should grant the promise immediately. 5. Assuring preventive measures: After receiving the claim from the customers, preventive measures taken by seller should be indicated. Seller must also assure the customer that he will not face any such inconvenience in future. 6. Offering further cooperation: In order to promote goodwill of the company and sustain relationship with customers, the seller should offer further cooperation and assurance of satisfaction. 7. Convincing customer: If the claim of the customer is unfair, unreasonable and unjust, the seller should not react violently. Rather, he should convince the buyer to consider the matter from the seller’s angle. 8. Courteous and friendly language: The language of adjustment letter must be courteous and friendly. Such language will cool down the anger of the buyer.
COMMS REVISION 88rmmakaha@gmail.com QUESTION Write an adjustment letter [10]
COMMS REVISION 89rmmakaha@gmail.com QUESTION Memorandum [10] What is memo or memorandum?  Memorandum is popularly known as memo.  The literal meaning of the word memorandum is a note to assist the memory.  Memos are the written internal communication means for exchanging information relating to day-to-day functions within the organizations.  “Memorandum is a form of letters written inside the business”.  “Memos are used to communicate with other employees, regardless of where the employees may be located in the same organization.”  “Memo is a written communication form one person to another (or a group of people) within the same organization.”  So, memorandum or memos are an internal short note or letter in which information exchanged among superiors and subordinates or same potion of employees in the organizational structure. Advantages of memo We know memorandum serves various purposes. it is a common means of writer, communication within the organization. The main advantages of memos are discussed below: 1. Time saving: We can see that may organizations use printed memo. As it is usually printed, it takes less time to draft it. 2. Less formality: No formality is necessary in drafting a memo, usually inside address, salutation and complimentary closing is omitted in it. 3. Maintenance good relationship: It can help to maintain the good relationship among the boss and subordinates, because the bossing attitude is absent here. 4. Low cost: The cost of communication through a memo is less than those of others. 5. References: Memo is a written document. So, it can be used for future references. 6. Inform the decisions and actions: The main objective of memo is to inform the decisions and actions. For this purpose, it should be written by the higher authority. 7. Request the decisions and actions: The objective of memo is to request the decisions and actions. For this objective, it may be drafted by the sub-ordinate. 8. Provide information: Another important objective of the memo is to provide information form one level to another within the business. 9. Remind someone of action: Memo is also written to remind someone of action, if requires. 10. Others: Issuing orders and instructions, providing response, providing suggestions, presenting informal report, solving problems.
COMMS REVISION 90rmmakaha@gmail.com Disadvantages of memo There are few limitations or Disadvantages of memos they are: 1. Limited application: It is not widely used means of communication. Memorandum is mainly used in business firms. It maintains communication only among the employees of the same firm regardless of distance. 2. Time consuming: It takes time to be sent to a distant branch or office. 3. Expensive: As usually a memo is a per-printed form, it is expensive than other means. Sometimes huge printed memos remain unused. 4. Lack of formality: It provides only informal communication. 5. Lack of explanation: Memo is written in a short form. So the meaning of it may not be cleared to the reader. 6. Less important to the reader: As it is an informal means of communication, it can be less important to the reader. 7. Not suitable for illiterate people: Office memo is a one kind of written communication. So, illiterate people are not able to read and understand it. Guidelines for writing effective memos or drafting memos In order to make interoffice communication easier, please adhere to the following guidelines for Writing effective memos: 1. Summarize the conclusions in the introduction paragraph 2. State the basis for conclusion in the introductory paragraph 3. Begin each subsequent paragraph with a thesis statement 4. Support the thesis statement in the body of the paragraph 5. Be concise 6. Know the audience 7. Avoid jargon 8. Stay objective 9. Use active verbs 10. Anticipate counterarguments 11. Provide “road signs” as needed 12. Cite the sources 13. Number the pages 14. End with a concluding paragraph
COMMS REVISION 91rmmakaha@gmail.com QUESTION Different Parts of a Memo [10] 1. The title “MEMO” or “MEMORANDUM” 2. The Heading:  TO: [Reader’s name and job title]  cc: [List others who are receiving copies]  FROM: [Your name and job title]  DATE: [Day, month, and year, spelt out]  SUBJECT: [Topic of the memo] o To: The name of the person or persons to whom the memo is being sent. o cc: The name of person(s) receiving a copy (if appropriate) o From: The name of the sender. o Date: The date of writing memo is also important to take action in time. o Subject: Short information of the memo. o The subject is a brief statement telling what the memo is about. o The subject line is not a complete sentence but rather a concise phrase which indicates some specific information. o In section ‘To’, a courtesy title – Miss, Mrs., Mr., Dr. is often included. o But in section ‘From’ the write does not use a courtesy title. 3. The message or body:  Message is the main body of a memo.  The message contains the following matters: (a) Introduction: The message represents the main idea in the first paragraph. It is called the background of the information. It should contain these key components of a business letter: an opening that clarifies why the memo is being sent; - (b) Details: In the second paragraph you should write details about information to support the introduction. It should be logical and separate into paragraph. Details that are needed for understanding or support of what is being presented or asked. - (c) Response: It is called the action statement. In this paragraph you should state: action you want to reader to take, Action you will take, Action that you are requested to take, Dead line etc. Make clear what action is requested. 4. The Reference Initials  Typed initials at the bottom of the page should be used to indicate who typed the memo if that person is different from the person writing it. 5. Notations/ attachments
COMMS REVISION 92rmmakaha@gmail.com  If there is an attachment, it should be noted at the bottom of the page in the notations part.  If you refer to graphs, charts, policies, reports, minutes or other business documents in your memo, attach them to the back of the memo.  Include on the memo page a note at the bottom that one or more documents is attached. 6. Your initials or Signature  The person sending the memo should write his/her initials over or next to his/her name in the ‘From’ part of the heading to document that it really came from him/her; or, alternatively, the person may sign the memo at the bottom beneath the message. - MEMO TO: Kelly Anderson, Marketing Executive FROM: Jonathon Fitzgerald, Market Research Assistant DATE: June 14, 2025 SUBJECT: Fall Clothes Line Promotion Market research and analysis show that the proposed advertising media for the new fall lines need to be reprioritized and changed. Findings from focus groups and surveys have made it apparent that we need to update our advertising efforts to align them with the styles and trends of young adults today. No longer are young adults interested in sitcoms as they watch reality televisions shows. Also, it is has become increasingly important to use the internet as a tool to communicate with our target audience to show our dominance in the clothing industry. Internet Advertising XYZ Company needs to focus advertising on internet sites that appeal to young people. According to surveys, 72% of our target market uses the internet for five hours or more per week. The following list shows in order of popularity the most frequented sites:  Google  Facebook  Myspace  EBay  iTunes Shifting our efforts from our other media sources such as radio and magazine to these popular internet sites will more effectively promote our product sales. Young adults are spending more and more time on the internet downloading music, communicating and researching for homework and less and less time reading paper magazines and listening to the radio. As the trend for cultural icons to go digital, so must our marketing plans. J.F
COMMS REVISION 93rmmakaha@gmail.com QUESTION Contents of a CV [10] Contents of resume: Contents and layout of resume or curriculum vitae vary widely. There is no single best way to write resume. However, a factual and effective resume usually contains the following contents: 1. Opening section: Opening section of a resume generally includes following two items: o Identifying information: Identifying information includes name, contact address (both present and permanent), e-mail address and telephone number of the applicant. o Career objective: A modern resume includes a statement of immediate and long- term career objective of applicant. This statement helps the employer to evaluate what type of job the applicant likes. Career objective also helps the employer to categorize the applicants. 2. Education or academic qualification: This section of resume contains a list of degree achieved along with name of the in situation granting the degree, year of obtaining the degree, courses taken, position obtained etc. 3. Work experience: In this section, a list of employment and description of work experience are incorporated by following a reveres chorological order. It mentions employer’s name and location, duration of employment and position held. 4. Achievements and awards: This section includes school and community memberships, offices held, honors, publications, language skills etc. of the applicant. 5. Personal data: Personal data include applicant’s age, religion, gender, nationality, marital status, hobby, height, date of availability etc. 6. Reference: Most resumes mention references from which the employer can seek information about the applicant. Generally, name of the former employers and teachers are mentioned as reference.
COMMS REVISION 94rmmakaha@gmail.com
COMMS REVISION 95rmmakaha@gmail.com QUESTION REPORTS [10]  A document containing information organized in a narrative, graphic, or tabular form, prepared on ad hoc, periodic, recurring, regular, or as required basis. Reports may refer to specific periods, events, occurrences, or subjects, and may be communicated or presented in oral or written form.  Are fixed format documents. They are written as a result of instructions given to someone to investigate and report on a problem.  A report is written for a clear purpose and to a particular audience. Specific information and evidence are presented, analyzed and applied to a particular problem or issue.  The information is presented in a clearly structured format making use of sections and headings so that the information is easy to locate and follow.  When you are asked to write a report you will usually be given a report brief which provides you with instructions and guidelines.  The report brief may outline the purpose, audience and problem or issue that your report must address, together with any specific requirements for format or structure.  This guide offers a general introduction to report writing; be sure also to take account of specific instructions provided by your department. Purposes or Objective of Business Reports Reports are the primary means of communication in organization. In large-scale organizations, there is no alternative to use reports. Reports also play an important role in small-scale organizations. Some points highlighting the purposes or objectives or important of business report are presented below- 1. Transmitting Information: Business report is very important for transmitting information from one person to another or form one level to another. Although a manager can personally collect required information in a small scale enterprise, it is not possible in the context of a large scale organization. In the latter case, the managers rely on reports for obtaining necessary information. Interpretation and Explanation of event: Report provides interpretation and explanation of information. As a result, readers can easily understand it. 2. Making decisions: A report is the basic management tool for making decisions. The job of a manager is nothing but making decisions. Reports supply necessary information to managers to solve problems. 3. Communication with external stakeholders: In addition to internal use, reports also communicate information to the external stakeholders like shareholders, creditors, customers, suppliers, government officials and various regulatory agencies. In the absence of formal business report, such stakeholders would remain at dark about the organizations. 4. Development of information base: Reports also contribute to the development of information base in organization. It develops information base in two ways. Firstly, day to day information is recorded permanently for writing reports. Secondly, the written reports are
COMMS REVISION 96rmmakaha@gmail.com preserved for future reference. In these ways, reports help in developing a strong and sound information base. 5. Developing labour management relationship: Reports also help to improve labour management relationship particularly, in large organizations. In a large organization, there is little opportunity of direct communication between top-level management and employees. In this case, report is used as mechanism of keeping both sides informed about each other and improving their relationships. 6. Controlling: Controlling is the final function of management. It ensures whether the actual performance meets the standard. In order to perform the managerial function of controlling, report serves as a yardstick. It supplies necessary information to impose controlling mechanism. 7. Recommending actions: Reports not only supply information but also recommend natural actions or solutions to problem. When someone is given the charge of investigating a complex problem and suggesting appropriate remedy, the investigator usually submits a report to the concerned manger. Above discussion makes it clear that reports are the commonly used vehicles that help managers in planning, organizing, staffing and controlling. In a nutshell, report is indispensable for carrying out the management functions. Report is the nerve of an organization that circulates information. The major purposes of reports are to -: • Inform • Record facts • Persuade • Help in decision making • Recommend action Reports are widely used in organisation for making decisions: 1. They should be based on careful research. 2. Clearly and logically written in an objective, impersonal style. 3. Constructed with the appropriate sections. 4. Well presented with high readability. 5. Written with a specific audience in mind. Characteristics of Report  Complete and Compact Document: Report is a complete and compact written document giving updated information about a specific problem.  Systematic Presentation of Facts: Report is a systematic presentation of facts, figures, conclusions and recommendations. Report writers closely study the problem under investigation and prepare a report after analyzing all relevant information regarding the problem. Report is supported by facts and evidence. There is no scope for imagination in a report which is basically a factual document.  Prepared in Writing: Reports are usually in writing. Writing reports are useful for reference purpose. It serves as complete, compact and self-explanatory document over a long period. Oral reporting is possible in the case of secret and confidential matters.  Provides Information and Guidance: Report is a valuable document which gives information and guidance to the management while framing future policies. It facilitates planning and decision making. Reports are also useful for solving problems faced by a business enterprise.
COMMS REVISION 97rmmakaha@gmail.com  Self-explanatory Document: Report is a comprehensive document and covers all aspects of the subject matter of study. It is a self-explanatory and complete document by itself.  Acts as a Tool of Internal Communication: Report is an effective tool of communication between top executives and subordinate staff working in an organization. It provides feedback to employees and to executives for decision making. Reports are generally submitted to higher authorities. It is an example of upward communication. Similarly, reports are also sent by company executives to the lower levels of management. This is treated as downward communication. In addition, reports are also sent to shareholders and others connected with the company. It may be pointed out that report writing / preparation acts as a backbone of any system of communication.  Acts as Permanent Record: A report serves as a permanent record relating to certain business matter. It is useful for future reference and guidance.  Time Consuming and Costly Activity: Report writing is a time consuming, lengthy and costly activity as it involves collection of facts, drawing conclusion and making recommendations. CHARACTERISTICS OF A REPORT  They have clearly defined sections.  They are based on facts.  They are used for making decisions.  They often give detailed technical information.  They should be set out in a highly readable way.  They should be written in a formal, impersonal style.  They are often accompanied by a letter of transmittal. This letter records that the work has been done. .
COMMS REVISION 98rmmakaha@gmail.com QUESTION TYPES OF REPORTS:[10] • Informative report (stresses about facts) –give the facts of a situation. The writer will also stress the procedures • Investigative Reports (gives results of an investigation and recommends action) – are written because the writer has been instructed to investigate the problem, draw conclusions from the facts and recommendations. The writer for example has been asked to investigate the causes of the factory fire, draw conclusions and recommendations • Feasibility Reports (examines whether something can be done or not and recommend action) are related to investigation reports. They are written because someone has been instructed to investigate whether something can or should be done or not. • Evaluative reports – investigation and feasibility reports evaluate the facts. • Technical reports – contains large amounts of technical information. Information often set in tables, graphs e.tc • Interim reports - Are written to inform managers of the progress of a project. PROGRESS REPORTS  Progress reports are common and critical documents in science and engineering.  The basic point of a progress report is to summarize the status, progress, and likely future for a particular project.  In a progress report you are often expected to commit to an exact schedule for the project completion, discuss the status of the materials being used and account for the money spent, and summarize concretely both the current findings and the predicted results. T  he professionalism of the progress report is often vital to the future of the project. Style for Progress Reports The following stylistic advice can be applied to most progress reports you write:  Include a working title and the words “Progress Report” at the top of the page.  Use section headings in the report to simplify both the writing and reading process.  Open the report with a “Scope and Purpose” section, where you give a condensed version of your future report’s introduction and objective.  Always include a section entitled, for example, “Progress,” which summarizes the work’s pace and progress and explains any snafus, dilemmas, or setbacks.  Always include a section entitled, for example, “Remaining Work,” which honestly assesses the work that must still be completed. Think right on the page in this section, posing questions, speculating meaningfully, exploring your options.  Always include a section that projects the expected results. Commit to a schedule for obtaining those results if possible.  If necessary, include a section in which you directly solicit advice from your teacher or advisor. Be forthright and professional about the nature of the advice you need.
COMMS REVISION 99rmmakaha@gmail.com  Keep your paragraphs short and focused—just a few paragraphs per section, typically.  Your tone can often be straightforward and familiar—therefore, as a rule, you can use “I” and “you” freely—but do not lapse into informality.  Avoid being overly optimistic, pessimistic, apologetic, cocky, or self-deprecating. RECOMMENDATION REPORT  A recommendation report proposes a solution to a problem or evaluates possible solutions and recommends one.  Before proposing or recommending a solution, the report needs to identify the problem. ACCIDENT REPORT All accidents are considered as incidents; however an accident report form focuses more on the injury whereas the incident report form is intended to focus on the cause and prevention of further occurrences. The Accident Report Form is in 2 parts. The first part is completed by the employee who suffered the accident, and the second part is completed by the supervisor. An accident report is an important tool used to document the accident and assist in investigating the cause. It also assists to develop procedures that may be put in place to prevent it from happening again. The supplied template calls on the employees, with the assistance of a manager, to fill in the first page details including:  employee details,  injury details- including date, time and expected time off,  medical treatment required, and  events leading up to the injury- this is important to gain the employees perspective of what actually happened. The second section of the form is to be completed by the manager and requires the manager to identify the following:  witness details,  how the accident happened, and  how a recurrence can be prevented. It is important to show outcomes of the investigation, and to document what actions can or will be taken to prevent another injury occurring in a similar scenario. The Manager should decide, or, if requested by employees, whether or not the accident should also be documented as an incident needing further investigation. This may well be the case depending on the cause of the accident and the possibility of it happening again due to job design, system or procedural faults needing additional investigation and control. Should your company decide to merge both the accident and incident form together into one document then the suitability of this should be assessed at senior management level to ensure that a detailed and documented approach to both matters is still achieved.
COMMS REVISION 100rmmakaha@gmail.com COMPILING A REPORT: SCHEMATIC REPORT BODY OF REPORT • Introduction • Procedure for gathering • Conclusions (insight and implications) • Recommendations (the action to be taken) • Findings (the Facts) • Bibliography • List of references • Appendices THE PURPOSE • It is important to establish immediately the exact purpose of the report. Think of who is to read it, what is it intended to achieve and how it will be used. FORMAT OF A REPORT 1. COMPANY NAME 2. REPORT TITLE 3. TERMS OF REFERENCE. • They form the opening of the report. • They should include the following: (a) By whom the report has been requested e.g. At the request of a sales director or as directed by the board. (b) The precise areas to be covered e.g. To enquire into present procedures of................. To examine how the................................................................................ To carry out a feasibility study into the................................................... (c) What is intended should be the outcome of the report e.g. To establish the nature and extent of existing problems and make recommendations for their solution. To inform shareholders of plans for rationalisation. (d) Establishing the limits of the report, such as recognition of financial or economic constraints, company policy, union, agreements or factors external to a department which partially determine the working method. 4. PROCEDURES This element concerns the method of investigation to be adopted. Methods which might be mentioned include: (a) Experiment (b) Observation – observation of customer of staff behaviour (c) Survey
COMMS REVISION 101rmmakaha@gmail.com (d) Consultation (e) Research 5. FINDINGS – Found when the procedures are analysed. 6. CONCLUSION - These are the solutions. - The derived from findings. 7. RECOMMENDATIONS - These are suggestions. They are derived from the conclusions. 8. SIGNATURE. 9. NAME – His /Her name full. 10. DESIGNATION – His / her post or position in the organisation. EXAMPLE OF A SCHEMATIC REPORT Terms of Reference Margaret Anderson, Director of Personnel has requested this report on employee benefits satisfaction. The report was to be submitted to her by 28 June. Procedure A representative selection of 15% of all employees was interviewed in the period between April 1st and April 15th concerning: 1. Overall satisfaction with our current benefits package 2. Problems encountered when dealing with the personnel department 3. Suggestions for the improvement of communication policies 4. Problems encountered when dealing with our HMO Findings 1. Employees were generally satisfied with the current benefits package. 2. Some problems were encountered when requesting vacation due to what is perceived as long approval waiting periods. 3. Older employees repeatedly had problems with HMO prescription drugs procedures. 4. Employees between the ages of 22 and 30 report few problems with HMO. 5. Most employees complain about the lack of dental insurance in our benefits package. 6. The most common suggestion for improvement was for the ability to process benefits requests online. Conclusions 1. Older employees, those over 50, are having serious problems with our HMO's ability to provide prescription drugs. 2. Our benefits request system needs to be revised as most complaints concerning in-house processing. 3. Improvements need to take place in personnel department response time. 4. Information technology improvements should be considered as employees become more technologically savvy.
COMMS REVISION 102rmmakaha@gmail.com Recommendations 1. Meet with HMO representatives to discuss the serious nature of complaints concerning prescription drug benefits for older employees. 2. Give priority to vacation request response time as employees need faster approval in order to be able to plan their vacations. 3. Take no special actions for the benefits package of younger employees. 4. Discuss the possibility of adding an online benefits requests system to our company Intranet. Important Points to Remember  A report is divided into four areas: o Terms of Reference- This section gives background information on the reason for the report. It usually includes the person requesting the report. o Procedure- The procedure provides the exact steps taken and methods used for the report. o Findings- The findings point out discoveries made during the course of the report investigation. o Conclusions- The conclusions provide logical conclusions based on the findings. o Recommendations- The recommendations state actions that the writer of the report feels need to be taken based on the findings and conclusions.  Reports should be concise and factual. Opinions are given in the "conclusions" section. However, these opinions should be based on facts presented in the "findings".  Use simple tenses (usually the present simple) to express facts.  Use the imperative form (Discuss the possibility ..., Give priority ..., etc.) in the "recommendations" section as these apply to the company as a whole.

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Basic Communication Revision

  • 1.
  • 2.
    COMMS REVISION [email protected] QUESTION Define Communication.[2] 1. The process by which information, ideas, attitudes and emotions are exchanged between one person and another by the use of a common system of symbols, signs and behaviour. (Hammond S 1998:19) 2. The giving, receiving or exchange of information, opinions or ideas by writing, speech or visual means or a combination of these three- so that the material communicated is understood by everyone. QUESTION Elements of communication [10] The elements are discussed in short below: 1. Sender: He is the person who sends his ideas to another person. For example, if a manager wants to inform his subordinates about the introduction of a new product, he is the sender. 2. Message: The idea, feeling, suggestion, guidelines, orders or any content which is intended to be communicated is message. For example, message is the introduction of new product. 3. Encoding: It is the process of converting the idea, thinking or any other component of message into symbols, words, actions, diagram etc. For example, message is connected in words and actions. 4. Media: It is the medium, passage or route through which encoded message is passed by the sender to the receiver. There can be various forms of media-face to face communication, letters, radio, television, e-mail etc. For example manager inform about the introduction of a new product in a meeting through presentation. 5. Decoding: It means translating the encoded message into language understandable by the receiver.
  • 3.
    COMMS REVISION [email protected] 6. Receiver: Heis the person to whom the message has been sent. For example, subordinates are receivers. 7. Feedback: It is the response by the receiver. It marks the completion of the communication process. 8. Noise: It is the hindrance in the process of communication. It can take place at any step in the entire process. It reduces the accuracy of communication e.g. 1) Disturbance in the telephone lines, 2) An inattentive receiver 3) Improper Decoding of Message etc. QUESTION Functions of communication [10] Some of its major functions are as follows: 1. Informing: The principal function of communication is informing messages to others. It really is done verbally or non-verbally. Verbal messages might be either oral or written. On the other hand, non-verbal messages can be sent via human body language, gestures, posture etc. 2. Persuading: One more essential functionality of communication is persuading a single party by another. In business, management persuades the employees to make certain that employees persuade management so that management accepts their ideas, opinions and suggestions. The business also communicates with external stakeholders to persuade them. 3. Integrating various divisions and departments: Attainment of organizational goals requires integration and coordination of activities performed by various individuals, groups and departments. Management can put together and coordinate those people divisions and departments by building a communication network for the whole organization. 4. Creating relationships through external parties: Communication creates relationships not just with internal parties but also with the external parties like customers, suppliers, investors, general community and government. Communication through these external parties could be the for survival of an organization. 5. Improving labor-management association: There’s no option to excellent labor- management relationship for achieving organizational goals. Therefore, a significant purpose of communication is to increase labor management relationship. Communication helps each party to express themselves and produce an atmosphere of cooperation. 6. Helping in decision making: Management is absolutely nothing but producing decisions for creating decision, management requirements information. The function of
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    COMMS REVISION [email protected] communication isto supply relevant info on the management in time so that they are able to make appropriate decisions. 7. Reducing misunderstanding: In the absence of communication, misunderstanding, distance, conflict, controversies etc. May perhaps a rise inside the organization. Communication helps to overcome and avoid these misunderstanding, disagreement and controversies. 8. Solving problems: Difficulties are favorite to every business. A business faces good deal of difficulties in its day-to-day operations. Achievement of business depends on timely items of individual problems. Item of these problems is impossible without the need of appropriate communication with the concerned parties. QUESTION Importance of Communication [10] Communication is to the organization as blood is to the body. The success of all the functions of management depends upon the effective communication. Significance of communication can be understood from the following points: 1. Acts as Basis of Coordination: Communication helps in coordinating the activities of various departments and persons in an organisation by providing complete information about organisational goals, ways of achieving them, interpersonal relationship among persons etc. Hence, communication acts as basis for coordination. 2. Helps in Smooth Working of an Enterprise: Communication ensures smooth functioning of an enterprise. Existence of an organisation depends fully on communication. The activities of an organisation shall come to a standstill if communication stops. 3. Acts as Basis of Decision Making: Communication helps in the process of decision making by providing all the necessary information. In the absence of communication of relevant information, one cannot take any meaningful decision. 4. Increases Managerial Efficiency: The various functions of the manager involve: (a) Providing information regarding the goals and objectives of an enterprise. (b) Providing instructions
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    COMMS REVISION [email protected] (c) Allocatingjobs and responsibilities (d) Overseeing the work of the workers. All these functions involve communication. Thus, communication is essential for effective performance of managerial functions. 5. Promotes Cooperation and Industrial Peace: To ensure smooth and efficient functioning of an organisation is the main aim of the management. This is possible only when there is peace and harmony between the management and the workers. The two way communication helps in establishing same. 6. Establishes Effective Leadership: A good leader must possess efficient communication skills for influencing the behaviour of the subordinates. Thus, communication is the basis of leadership. 7. Boosts Morale and Provides Motivation: An efficient communication system helps in motivating, inspiring and satisfying the subordinates. Moreover, it also helps in establishing participative and democratic type of management.
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    COMMS REVISION [email protected] QUESTION Major formsof communication [10] 1. Intrapersonal Communication 2. Interpersonal/Dyadic Communication 3. Extra personal 4. Small Group Communication 5. Public Communication 6. Mass Communication INTRAPERSONAL COMMUNICATION  Intrapersonal communication is communication which happens within yourself.  It is self-talk  Here both Source (sender) and receiver is only one so, the feedback works without any interruption.  Example: A person can communicate with himself through pain, thinking, feelings and emotion etc. INTERPERSONAL COMMUNICATION (Dyadic Communication)  In Interpersonal/Dyadic communication, two persons are involved in this communication process.  Here the Source becomes a receiver and receiver become Source  Feedback is shared between Source and the receiver. SMALL GROUP COMMUNICATION  Small group communication takes place in a group, usually comprising five to 10 people. This form of communication serves relationship needs (like companionship, family bonding and affection or support) as well as task-based needs, for example, deciding on disciplinary action or resolving conflict in the workplace.
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    COMMS REVISION [email protected] PUBLIC COMMUNICATION In public communication, Source or messages from a single person will reach or received by huge number of audience. But in this communication there is no mutual feedbacks between source and receiver like small group communication and it’s only focused on Speaker. MASS COMMUNICATION  In mass communication, basically have a large number of audience and they are all can’t grouped together in one place so we need certain tool or technology for communication process. But in mass communication, there is no direct access with receiver. So, for that they need media like newspaper, radio, television and internet. Here the audience feedback is very less or delayed. EXTRA PERSONAL COMMUNICATION  It is the communication between man and environment i.e. man’s interaction with environment like interaction with plants and animals.
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    COMMS REVISION [email protected]  Communicationbetween human beings and non-human entities is extra personal communication. For example, when your pet dog comes to you wagging its tail as soon as you return home from work, it is an example of extra personal communication.  Communication between human beings and non-human entities is called as extra personal communication. For e.g. your parrot responding your greeting. In this type of communication understanding is required between sender and receiver. Receiver responds in sign language
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    COMMS REVISION [email protected] QUESTION Models ofcommunication [10] a. Linear model b. Interactive model c. Transactional model LINEAR MODEL  The linear model views communication as a one-way or linear process in which the speaker speaks and the listener listens.  The main flaw in the linear model is that it depicts communication as a one-way process where speakers only speak and never listen.  It also implies that listeners listen and never speak or send messages.  Shannon and Weaver’s (1949) model is an example INTERACTIVE MODEL  Schramm (1955) came out with a more interactive model that saw the receiver or listener providing feedback to the sender or speaker.  The speaker or sender of the message also listens to the feedback given by the receiver or listener.
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    COMMS REVISION [email protected]  Boththe speaker and the listener take turns to speak and listen to each other.  Feedback is given either verbally or non-verbally, or in both ways.  The main drawback in the interactive model is that it does not indicate that communicators can both send and receive messages simultaneously.  This model also fails to show that communication is a dynamic process which changes over time
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    COMMS REVISION [email protected] TRANSACTIONAL MODEL The transactional model shows that the elements in communication are interdependent.  Each person in the communication act is both a speaker and a listener, and can be simultaneously sending and receiving messages.  It assumes that people are connected through communication; they engage in transaction.  Firstly, it recognizes that each of us is a sender-receiver, not merely a sender or a receiver.  Secondly, it recognizes that communication affects all parties involved.  So communication is fluid/simultaneous.  This is how most conversation are like.
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    COMMS REVISION [email protected] QUESTION Models ofcommunication [10] *Linear Model*.  It is a one way model to communicate with others.  It consists of the sender encoding a message and channeling it to the receiver in the presence of noise.  Draw backs – the linear model assumes that there is a clear cut beginning and end to communication.  It also displays no feedback from the receiver.  For example; a letter, email, text message, lecture. *Interactive Model*.  It is two linear models stacked on top of each other.  The sender channels a message to the receiver and the receiver then becomes the sender and channels a message to the original sender.  This model has added feedback, indicates that communication is not a one way but a two way process.  It also has “field of experience” which includes our cultural background, ethnicity geographic location, extend of travel, and general personal experiences accumulated over the course of your lifetime.  Draw backs – there is feedback but it is not simultaneous. For example – instant messaging.  The sender sends a message to the receiver, then the original sender has to wait for the message from the original receiver to react.  Or a question/answer session where you just ask a question then you get an answer. *Transactional Model*.  It assumes that people are connected through communication; they engage in transaction.  Firstly, it recognizes that each of us is a sender-receiver, not merely a sender or a receiver.  Secondly, it recognizes that communication affects all parties involved.  So communication is fluid/simultaneous.  This is how most conversation are like.  The transactional model also contains ellipses that symbolize the communication environment (how you interpret the data that you are given).  Where the ellipses meet is the most effect communication area because both communicators share the same meaning of the message.  For example – talking/listening to friends.  While your friend is talking you are constantly giving them feedback on what you think through your facial expression verbal feedback without necessarily stopping your friend from talking.
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    COMMS REVISION [email protected] QUESTION Difference betweencommunication process and communication model [10] QUESTION Communication process [10] Communication process consists of some interrelated steps or parts through which messages are sent form sender to receiver. The process of communication begins when the sender wants to transmit a fact, idea, opinion or other information to the receiver and ends with receiver’s feedback to the sender. . The main components of communication process are  Sender,  Message,  Channel,  Receiver  Feedback  Noise
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    COMMS REVISION [email protected] Communication processconsists of following steps: 1) The sender formulates the message that he wants to convey to the receiver. 2) He encodes or translates his message. He may take the help of symbols, words, actions, diagrams, pictures etc. 3) He selects an appropriate channel or medium through which the message is to be transmitted. It can be face to face communication, letters, radio, television, e-mail etc. 4) The message is received by the receiver. 5) Received message is decoded by the receiver so that the receiver can draw the meaning of the message. 6) The receiver sends his response to the sender. In case of any confusion, the same is conveyed and necessary clarification sought. Steps or elements of communication process The communication process refers to the steps through which communication takes place between the sender and the receiver. This process starts with conceptualizing an idea or message by the sender and ends with the feedback from the receiver. In detail, communication process consists of the following eight steps: 1. Sender: In the first step, the communicator develops or conceptualizes an idea to be sent. It is also known as the planning stage since in this stage the communicator plans the subject matter of communication. 2. Encoding: Encoding means converting or translating the idea into a perceivable form that can be communicated to others. 3. Message: After encoding the sender gets a message that can be transmitted to the receiver. The message can be oral, written, symbolic or nonverbal. For example, when people talk, speech is the message; when people write a letter, the words and sentences are the message; when people cries, the crying is the message. 4. Medium: Medium is the channel or means of transmitting the message to the receiver. Once the sender has encoded his into a message, the next step is to select a suitable
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    COMMS REVISION [email protected] medium fortransmitting it to the receiver. The medium of communication can be speaking, writing, signaling, gesturing etc. 5. Transmission of message: In this step, the sender actually transmits the message through chosen medium. In the communication cycle, the tasks of the sender end with the transmission of the message. 6. Receiver: This stage simply involves the reception of sender’s message by the receiver. The message can be received in the form of hearing, seeing, feeling and so on. 7. Decoding: Decoding is the receiver’s interpretation of the sender’s message. Here the receiver converts the message into thoughts and tries to analyze and understand it. Effective communication can occur only when both the sender and the receiver assign the same or similar meanings to the message. 8. Feedback: The final step of communication process is feedback. Feedback means receiver’s response to sender’s message. It increases the effectiveness of communication. It ensures that the receiver has correctly understood the message. Feedback is the essence of two-way communication 9. Noise: Noise is any type of disruption that interferes with the transmission or interpretation of information from the sender to the receiver. QUESTION The main components of communication process 10] The main components of communication process are as follows: 1. Context - Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context. 2. Sender / Encoder - Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. For instance - a training manager conducting training for new batch of employees. Sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. The verbal and non verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender. 3. Message - Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clear. 4. Medium - Medium is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication. For instance -
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    COMMS REVISION [email protected] Written mediumis chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient as misunderstandings are cleared then and there. 5. Recipient / Decoder - Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder. 6. Feedback - Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal (through words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also in form of memos, reports, etc. QUESTION Define the following communication terms i. Two (2) way communication. [5]  Two-way communication occurs when the receiver sends response or feedback to sender’s message.  In two-way communication process, the sender first transmits the message to the receiver.  After receiving a message, the receiver decodes it and then sends back his or her reaction to the sender.  In two-way communication, information flows in two-ways: information form sender to receiver and response from receiver to sender.  So it is regarded as the complete communication process.  By nature, face-to-face and telephonic conversations are the examples of two-way communication.  In the case of written communication, two-way flow of information will occur when receiver sends feedback. ii. Feedback. [5]  Feedback refers to the response or reaction of receiver to the sender’s message.  Feedback is the essence of communication and is the final step of communication process.  Without feedback from the receiver, communication process remains incomplete.  This feedback may be an oral or written message, or an action or simply a silence.  Transmitting or sending message is half of the communication process.  When messages reach to the receiver, he decodes the message and sends his response to the sender to complete the communication process.  Feedback enables the sender to evaluate the effectiveness of his message.  If the receiver does not understand what the sender wants to convey, then the sender refines or repeats the message.  “Feedback is the receiver’s basic response to the interpreted message.”
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    COMMS REVISION [email protected]  “Feedbackconsists of messages-verbal and non-verbal-that convey a reaction to the communication’s message.”  “Feedback is a response from the receiver that informs the sender how the message is being interpreted form the receiver that informs the sender how the message is being interpreted and how the communication is being received in general.” QUESTION Why is two (2) way communications important? [10] 1. Ensuring smooth flow of information: In two-way communication, the receiver can directly express his response with regard to the message he received. As a result, smooth flow of information occurs in both directions. 2. Providing acknowledgement: In two-way communication, sender sends information to the receiver and receiver gives his response or answer to the sender. In this way, two-way commutation acknowledges the reception of message by the receiver. 3. Implementation of directions: In the organization, superiors convey various orders, instructions, policies, procedures etc. to the subordinates. If subordinates fail to understand any instruction, order or policy, two-way communication allows them to ask for further clarification. Thus, two-way communication helps implementation of superior’s directions. 4. Encouraging suggestion form employee: In order to enrich organizational plans and policies, management should encourage suggestions from subordinates. Such encouragement is possible when there exists two-way communication channels. 5. Increasing job satisfactions: Two-way communication provides employees with a means to convey their complaints, attitudes, feelings, interests and opinion to their superiors. Afterwards, superiors can take necessary steps for well-being of the employees. As a result, job satisfaction of the employees increases. 6. Creating democratic environment: In two-way communication, both communicator and receiver can freely express their feelings, ideas and views. This mutual exchange of information creates a democratic environment in the organization. 7. Overcoming ambiguity: Two-way communication is also very useful to overcome any confusion or ambiguity regarding the message as it allows the receiver to convey his response. 8. Creating congenial relationship: Congenial relationship between workers and management is essential to achieve organizational goals. In order to create such relationship, management must listen to the opinions and views of employees. Two-way communication makes it possible. 9. Creating informal relationship: Another positive aspect of two-way communication is that it enhances informal relationship between sender and receiver. Since two-way communication allows both the participants to exchange whatever they think, they can develop a sense of mutual understanding. The result is a better relationship between them. 10. Increasing effectiveness of communication: Effective communication depends on proper understanding of message by both sender and receiver. Through two-way communication, both parties can evaluate each other’s opinion and thus can increase effectiveness of their communication. 11. Increasing efficiency: Two-way communication also positively contributes to the efficiency of the receiver. In this communication, the receiver can seek clarification and analysis of sender’s message that ultimately increases his knowledge, understanding and efficiency.
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    COMMS REVISION [email protected] QUESTION Give anytwo (5) reasons; why feedback is necessary for the completion of communication process? [10] 1. Completion of communication: Two-way communication requires feedback from the receiver. Through the feedback, sender can understand the attitude of the receiver. The receiver’s feedback to the sender completes the communication process loop 2. Measuring the effectiveness of communication: Feedback ensures the sender regarding the effectiveness of his communication. By means of feedback, sender can be sure that the receiver received the message and understood it in the proper way. Sender needs feedback in order to determine the success or failure of communication. 3. Understanding the receiver’s view: Feedback helps to understand the receiver’s view and opinion about the sender’s message. With this understanding, sender can determine the next course of action. 4. Measuring the appropriateness of media: Message can be transmitted using various media. Improper media cannot convey the message to the receiver properly. So proper understanding of the message by the receiver and his feedback proves that the sender has selected the right media. 5. Making correct decision: Feedback communicates the receiver’s opinion to the sender. Considering this opinion, the communicator can take proper decision. Information of the receiver can also improve the quality of decision. 6. Collection of information: One-way communication only sends information. If communicator wants to gather information, he must seek feedback. 7. Coordination of activities: Responsibility of performing organizational activities is assigned to various departments. In this case, organizational success depends on proper coordination of inter-departmental activities. Feedback helps top management to ensure proper coordination. 8. Improving labor-management relationships: Healthy labor-management relationship is essential for organizational success. If management wants to build a congenial atmosphere, they should encourage two-way communication. That means, management should seek feedback from employees as well as they should provide feedback to the employees. Through this practice, managers can create democratic atmosphere in the organization.
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    COMMS REVISION [email protected] QUESTION Communication Noise[10]  Communication noise. In any communication model, noise is interference with the decoding of messages sent over a channel by an encoder. There are many examples of noise: Environmental Noise:  Noise that physically disrupts communication, such as standing next to loud speakers at a party, or the noise from a construction site next to a classroom making it difficult to hear the professor. Physiological-Impairment Noise:  Physical maladies that prevent effective communication, such as actual deafness or blindness preventing messages from being received as they were intended. Semantic Noise:  Different interpretations of the meanings of certain words. For example, the word "weed" can be interpreted as an undesirable plant in a yard, or as a euphemism for marijuana. Syntactical Noise:  Mistakes in grammar can disrupt communication, such as abrupt changes in verb tense during a sentence. Organizational Noise:  Poorly structured communication can prevent the receiver from accurate interpretation. For example, unclear and badly stated directions can make the receiver even more lost. Cultural Noise:  Stereotypical assumptions can cause misunderstandings, such as unintentionally offending a non-Christian person by wishing them a "Merry Christmas". Psychological Noise:  Certain attitudes can also make communication difficult. For instance, great anger or sadness may cause someone to lose focus on the present moment. Disorders such as Autism may also severely hamper effective communication.
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    COMMS REVISION [email protected] QUESTION Different Typesof Noise [10] a) Psychological noise. [3]  Psychological noise is mental interference in the speaker or listener.  Psychological noise results from preconceived notions we bring to conversations, such as racial stereotypes, reputations, biases, and assumptions.  When we come into a conversation with ideas about what the other person is going to say and why, we can easily become blinded to their original message.  Three examples of psychological noise are wandering thoughts, preconceived ideas, and sarcasm. b) Physiological noise. [2]  Physiological noise has to do with distractions from the natural effects of the body, such as being tired or hungry.  The pains a person received will also result in physiological noise. For instance, great anger or sadness may cause someone to lose focus on the present moment.  An example of physiological noise on the listener’s side: hearing problems. Maybe the listener can’t hear high tones as clearly as they used to. For some, low tones are the problem. Their difficulty in literally hearing words and sounds becomes physiological noise. c) Physical noise. [2]  Physical noise is interference that is external to both speaker and listener; it hampers the physical transmission of the signal or message.  Examples of physical noise: loud party at the neighbors while you’re trying to record, loud kids who don’t want to take their nap, irritating hum of your computer, air conditioner, or heater. d) Semantic noise. [3]  Semantic noise is interference created when the speaker and listener have different meaning systems.  This type of noise occurs when grammar or technical language is used that the receiver (the decoder) cannot understand, or cannot understand it clearly.  It occurs when the sender of the message uses a word or a phrase that we don't know the meaning of, or which we use in a different way from the speakers.  This is usually due to the result that the encoder had failed to practice audience analysis at first. The type of audience is the one that determine the jargon one will use
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    COMMS REVISION [email protected] QUESTION Explain communicationbreakdown & communication barrier [10] Communication Breakdown  A lack of communication; a failure to exchange information  A communication breakdown occurs when communication is incomprehensible to one party or entirely absent between two people. Communication barrier  “Barriers to communication mean obstacles to the process of communication.  “Communication barriers are the problems that arise at every stage of the communication process and have the potential to create misunderstanding and confusion.  “Communication, when it is impeded and does not reach the receiver is often somewhat ineffective and the impediments are known as barriers.”  Factors that inhibit the effective flow of information that communication.  Communication barriers impede the flow of information or create problems in understanding and acceptance of information. QUESTION Barriers to communication [10] *Common Barriers to Effective Communication*:  The use of jargon. Over-complicated, unfamiliar and/or technical terms.  Emotional barriers and taboos. Some people may find it difficult to express their emotions and some topics may be completely 'off-limits' or taboo. Taboo or difficult topics may include, but are not limited to, politics, religion, disabilities (mental and physical), sexuality and sex, racism and any opinion that may be n as unpopular.  Lack of attention, interest, distractions, or irrelevance to the receiver. Differences in perception and viewpoint.  Physical disabilities such as hearing problems or speech difficulties.  Physical barriers to non-verbal communication. Not being able to see the non- verbal cues, gestures, posture and general body language can make communication less effective. Phone calls, text messages and other communication methods that rely on technology are often less effective than face- to-face communication.  Language differences and the difficulty in understanding unfamiliar accents.
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    COMMS REVISION [email protected]  Expectationsand prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.  Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings ORGANIZATIONAL BARRIERS: The barriers that generate form within the organization are known as organizational barriers may be of the following types: 1. Negative organizational climate: Negative attitude of top management discourages communication initiative of the employees. 2. Absence of communication policy: Well-designed communication policy encourages communication in the organization. In the absence of such policies, employees fail hesitate to communicate. 3. Excessive authority layers: Excessive authority layers acts as a severe impediment to successful communication. In the case of excessive authority impediment to successful communication. In the case of excessive authority layers, information reaches to its final destination passing through several hierarchical levels. As a result, information may be distorted or lost. Excessive authority layers also causes delay in communication. 4. Filtering: Filtering implies willful distortion of information. This problem usually arise in upward communication. In upward communication, employees tend to pass only those messages that create positive impression about them. INDIVIDUAL BARRIERS: Barriers created by the sender and receiver are known as individual barriers. Such barriers include the following: 1. Differences in personality: Personality is the set of attributes that define a person. Every person holds a distinct personality. This individual nature of personality acts as barrier to communication. 2. Perceptual differences: Perception is the unique way in which people respond or interpret an object. Difference in perception is a very common problem in effective communication. 3. Fear: Fear of reprisal or attack, fear of criticism for knowing very little etc. may create problem in communication. 4. Stereotyping: Stereotyping is generalizing about a class of people or events that is widely held by a given culture. In case of stereotyping, people develop communication statements and mindsets about others. 5. Halo Effect: The halo effect is the tendency to use a general impression based on one or a few characteristics to judge other characteristics of that same individual. For example, a manger might identify one trait of an employee, such as an excellent attendance record, and perceive that the employee’s productivity and quality of work must also be outstanding. 6. Inattention: Sometimes communication does not reach due to the inattention of the receiver. Such inattention may result from busyness, lack of interest about subject, suffering from disease or family problem etc. o LANGUAGE OR SEMANTIC BARRIER: A common barrier to effective communication is semantic distortion, which can be deliberate or accidental. Semantic problem arises when words and symbols have different meanings for different people that lead to a misunderstanding. For examples, an advertisement states, “we sell for less.” It is ambiguous and raises the question: less than what? In another case, during meeting, a male colleague said to one of his female colleague,
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    COMMS REVISION [email protected] “Why don’tyou dye it?” meaning her hair. The female colleague thought he said, “Why don’t you diet?” she did not speak to him for a month. Semantic barrier presents difficult challenge when people from different cultures communicate with each other. OTHER BARRIERS: The following factors also act as the barrier to effective communication: 2. Information Overload: Information overload may also be a problem of effective communication. Information overload is the situation when a person is given too much information at a time. 3. Faulty expression: Faulty expression of message fails to convey exact meaning to the receiver. It happens due to lack of clarity, use of vague terms, badly expressed information, improper organization of ideas etc. 4. Status or power difference: Communication problem may arise when people of different power or status try to communicate with each other. For example, the manager of a company may neglect suggestion from his subordinates simply because of difference in their status. This under treatment of people makes the communication ineffective. 5. Negative attitudes to change: Some people always resist any kind of change in the organization. They think that ‘old is good, and are fearful about the changes. Therefore, they create problems in communication through inattention, false interpretation, rumor, resistance and non-cooperation. 6. Noise: Environment factors may also disrupt effective communication. One such factor is noise. For example, in oral communication, noise hiders smooth flow of information or message. In factories, loud noise of machines makes oral communication very difficult. QUESTION List any five (5) examples of barriers to communication that may be encountered in a multi-cultural working environment. [10]  Language Barriers (people from different cultural and linguistic backgrounds face communication barriers)  Stereotypes and prejudices (assumptions people make about the characteristics of members of a cultural or social group. Many stereotypes are negative or even hostile and are a serious barrier to workplace communication.)  Behavior and beliefs (cultural differences in body language and other behaviors can also cause miscommunications.)  Emotional Display. (What is considered an appropriate display of emotion can differ from culture to culture. In some countries, displaying anger, fear or frustration in the workplace is considered inappropriate in a business setting)  Religion (Similar to ethnocentrism and stereotyping, religion also disrupts communication as it creates a specific image of people who follow other religions.)  Signs and Symbols (Signs, symbols and gestures varies in different cultures.)  Ethnocentrism (is the process of dividing cultures as “us” and “them”)
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    COMMS REVISION [email protected] QUESTION Overcoming Barriersto communication [10]  Developing flat organization structure: In modern time, organizations prefer flat structure to tall one. Flat structure has fewer heretical levels that reduce communication gap between superiors and subordinates. Therefore, business enterprises in any country should design flat structure in place of the traditional tall structure.  Specifying objective of communication: In order to overcome the problem of ambiguity, communicator should specify the objective of communication. This will help him to arrange the message concisely and clearly.  Clear-cut message: Top executives should send clear orders, instructions, policies, procedures and directions so that misunderstanding and confusion do not arise. This will enhance the effectiveness of communication.  Using simple language: Language creates numerous communication problems in organization. Employees in the organization are neither equally educated nor trained. Therefore, the communication should use simple and common words. At the same time, they should avoid technical jargons so that everyone can understand it.  Selecting proper media: Appropriate media should be used for effective communication. Management should decide when to use oral medium and when to use written medium. While selecting media, management must consider the nature of the message, its importance and complexity.  Encouraging feedback: Managers should encourage feedback from subordinates to attain the objective of communication. This will help the manager to know the reaction of subordinates and to take proper action.  Providing communication training: Organizations can provide training to enhance communication skills of their employees. In this regard, organizations can arrange seminars, symposiums or institutional training programs.  Creating congenial labor management relationship: Harmonious relationship between labors and management is essential for successful communication. Relationship between them affects the level of importance one party gives on the message of other. Therefore, management and labor should cooperate with each other to create a favorable communication climate.  Using modern communication technologies: In order to facilitate speedy and regular communication, organizations need to use modern communication devices.  Encouraging informal communication: To make formal communication effective, organizations can arrange informal channels. This will obviously promote good relationship among the participants in the organization.  Unbiased attitude of management: Management should be free from political, regional and religious biasness. Their neutral attitude will bring a fair environment of communication in the organization.
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    COMMS REVISION [email protected] QUESTION Explain thefollowing types of communication a) Verbal Communication b) Nonverbal Communication [10] VERBAL COMMUNICATION: Verbal communication is the process of exchanging of information or messages between two or more persons through written or oral words. Forms of verbal communication are as follows: 1. Oral communication: Oral communication is the process of communication in which messages or information is exchanged or communicated within sender and receiver through the word of mouth. It can be divided into two ways: a. Speaking b. Listening. 2. Written communication: Written communication is the process of communication in which messages or information is exchanged or communicated within sender and receiver through written form. It can be divided into two ways: a. Writing b. Reading. NONVERBAL COMMUNICATION:  Nonverbal communication is the expression or exchange of information or messages without using any spoken or written word.  Nonverbal communication is the sending or receiving of wordless messages.  We can say that communication other than oral and written, such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication.  Nonverbal communication helps receiver in interpreting the message received.  Often, nonverbal signals reflects the situation more accurately than verbal messages. Some of the forms of non-verbal communications are as follows: 1. Facial expression 2. Gestures 3. Body language 4. Proximity 5. Touch 6. Appearance 7. Silence 8. Paralinguistic 9. Eye Gaze or eye contact etc.
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    COMMS REVISION [email protected] QUESTION Explain thefollowing terms as used in communication a) Verbal communication. [2]  When messages or information is exchanged or communicated through words is called verbal communication.  Verbal communication may be two types: written and oral communication.  Verbal communication takes place through face-to-face conversations, group discussions, counseling, interview, radio, television, calls, memos, letters, reports, notes, email etc.  Verbal communication is the process of exchanged of information or message between two or more persons through written or oral words.  Verbal communication is the expression or exchanged of information or messages through written or oral words. b) Nonverbal communication. [2]  When messages or information is exchanged or communicated without using any spoken or written word is known as nonverbal communication.  The process of communication through sending and receiving wordless messages.  Non-verbal communication is a powerful arsenal in the face-to-face communication encounters, expressed consciously in the presence of others and perceived either consciously or unconsciously.  Much of non-verbal communication is unintentional people are not even aware that they are sending messages.  Non-verbal communication takes place though gestures, facial expressions, eye contact, physical proximity, touching etc.  Nonverbal communication means all communication that occurs without words (body movements, space, time, touch, voice patterns, color, layout, design of surroundings.)  The exchanged of information or message between two or more persons through gestures, facial expressions eye contact, proximity, touching etc. and without using any spoken or written word. c) Visual communication. [2]  Is the conveyance of ideas and information in forms that can be seen?  Visual communication in part or whole relies on eyesight.  When communication takes place by means of any visual aid, it is known as visual communication.  Visual communication is a broad spectrum that includes signs, typography, drawing, graphic design, illustration, industrial design, advertising, animation, color, signals, map, chart, poster, slide, sign etc  For example, to indicate ‘danger’, we use red sign, to indicate ‘no smoking’, we use an image showing a lighted cigarette with across mark on it etc. d) Oral communication. [2]  Oral communication is the process of communication in which messages or information is exchanged or communicated within sender and receiver through the word of mouth.  It can be divided into two ways: a. Speaking b. Listening.  Oral communication is the process of communication in which message or information is exchanged or communicated within sender and receiver through the word of mouth.
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    COMMS REVISION [email protected]  Inoral communication, Spoken words are used.  It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet.  In oral communication, communication is influence by pitch, volume, speed and clarity of speaking. e) Written communication. [2]  Written communication is the process of communication in which messages or information is exchanged or communicated within sender and receiver through written form.  It can be divided into two ways: a. Writing b. Reading  In written communication, written signs or symbols are used to communicate.  A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc.  Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used.  Written Communication is most common form of communication being used in business.  So, it is considered core among business skills.  Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written communication used for internal communication.  For communicating with external environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are used. QUESTION Characteristics of non-verbal communication [10] Non-verbal communication is any information that is communicated without using words. The important characteristics of non-verbal communication are as follows:  No use of words: Non-verbal communication is a communication without words or language like oral or written communication. It uses gestures, facial expressions, eye contact, physical proximity, touching etc. for communicating with others.  Culturally determined: Non-verbal communication is learnt in childhood, passed on to you by your parents and others with whom you associate. Through this process of growing up in a particular society, you adopt the taints and mannerisms of your cultural group.  Different meaning: Non-verbal symbols can many meanings. Cross-culture aspects give various meanings to same expression in respect of non-verbal communication.  Vague and imprecise: Non-verbal communication is quite vague and imprecise. Since in this communication there is no use of words or language which expresses clear meaning to the receiver.  May conflict with verbal message: Non-verbal communication is so deeply rooted, so unconscious, that you can express a verbal message and then directly contradict it with a nonverbal message.  Largely unconscious: Non-verbal communication is unconscious in the sense that it is usually not planned nor rehearsed. It comes almost instantaneously.  Shows feelings and attitudes: Facial expressions, gestures, body movements, the way you use your eyes – all communicate your feelings and emotions to others.
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    COMMS REVISION [email protected]  Informality:Non verbal communication does not follow any rules, formality or structure like other communication. Most of the cases people unconsciously and habitually engaged in non-verbal communication by moving the various parts of the body. QUESTION Advantages and disadvantages of non-verbal communication [10] It has multiple advantages or functions: 1. Complementary: Non-verbal cues complement a verbal message by adding to its meaning. You can pat someone you offended at the back as you say sorry to him or her. 2. Easy presentation: Information can be easily presented in non-verbal communication through using visual, audio-visual and silent means of non-verbal communication. 3. Substituting: Non-verbal message may substitute for the verbal message especially if it is blocked by noise, interruption, long distance etc. for example: gestures-finger to lips to indicate need for quite, facial expressions- a nod instead of a yes. 4. Accenting: Often used to accent a verbal message. Verbal tone indicates the actual meaning of the specific words. 5. Repeat: Used to repeat the verbal message (e.g. point in a direction while stating directions.) 6. Help to illiterate people: This type of communication use gestures, facial expressions, eye contact, proximity, touching etc. and without using any spoken or written word. So, it is very much helpful for illiterate people. 7. Help to handicapped people: Non-verbal cues of communication greatly help in handicapped people especially to deaf people. Deaf people are exchange message through the movements of hands, fingers, eye ball etc. 8. Attractive presentation: Non-verbal communication is based on visual, picture, graph, sign etc. that can be seen very much attractive. 9. Reducing wastage of time: The message of non-verbal communication reached the receiver very fast. For this reason it reduces the wastage of valuable time of the communicator. 10. Quick expression of message: Non-verbal cues of communication like sign and symbol can also communicate some messages very quickly than written or oral messages. Disadvantages or limitations of non-verbal communication: 1. Vague and imprecise: Non-verbal communication is quite vague and imprecise. Since in this communication there is no use of words or language which expresses clear meaning to the receiver. No dictionary can accurately classify them. Their meaning varies not only by culture and context but by degree of intension. 2. Continuous: It is possible to stop talking in verbal communication, but it is generally not possible to stop nonverbal cues. Also, spoken language has a structure that makes it easier to tell when a subject has changed, for instance or to analyze its grammar. Nonverbal does not lend itself to this kind of analysis. 3. Multi-channel: while watching someone’s eyes, you may miss something significant in a hand gesture. Everything is happening at once and therefore it may be confusing to try to keep up with everything. Most of us simply do not do so, at least not consciously. 4. Culture-bound: Non-verbal communication is learnt in childhood, passed on to you by your parents and others with whom you associate. A few other gestures seem to be universal. Evidence suggests that humans of all cultures smile when happy and frown when unhappy. However, most nonverbal symbols seem to be even further disconnected from any “essential
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    COMMS REVISION [email protected] meaning” thanverbal symbols. Gestures seen as positive in one culture (Like the thumbs-up gesture in the USA) may be seen as obscene in another culture. 5. Long conversations are not possible: In non-verbal communication, long conversation and necessary explanations are not possible. No party can discuss the particular issues of the messages. 6. Difficult to understand: Difficult to understand and requires a lot of repetitions in non- verbal communication. Since it uses gestures, facial expressions eye contact, touch etc. for communicating with others which may not be understandable for the simple and foolish people. 7. Not everybody prefers: Everybody not prefers to communicate through non-verbal communication with others. Sometimes it cannot create an impression upon people or listeners. It is less influential and cannot be used everywhere. It is cannot be used as a public tool for communication. 8. Lack of formality: Non-verbal communication does not follow any rules, formality or structure like other communication. Most of the cases people unconsciously and habitually engaged in non-verbal communication by moving the various parts of the body. 9. Costly: In some cases non-verbal communication involves huge cost. For example, neon sign, power point presentation, cinema etc are very much costly compared to others form of communication. 10. Distortion of information: Since it uses gestures, facial expressions, eye contact, touch, sign, sound, paralanguage etc. for communicating with others, there is a great possibility in distortion of information in non-verbal communication.
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    COMMS REVISION [email protected] QUESTION Differences betweenverbal and non-verbal communication: [10]  Verbal communication is the expression or exchanged of information or messages through written or oral words.  On the other hand, non-verbal communication is the expression or exchanged of information or messages through without using any spoken or written word. The important differences between verbal and non-verbal communication are as follows:
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    COMMS REVISION [email protected] QUESTION Give anyfive (5) non-verbal cues of your choice. [10]  Proxemics o – interpersonal space & distance, how far away from people/objects we position ourselves (which are public, social, personal, and intimate distance) o People often refer to their need for “personal space”, which are also important types of nonverbal communication. The physical distance between you and others signals your level of intimacy and comfort. If someone you don’t know stand too close or touches too often, you will probably begin to feel uncomfortable.  Hepatics – touch behavior o There are several types of touch, including functional-professional, social-polite, friendship- warmth, love-intimacy  Vocalic – paralanguage or paravocalics - not what you say but HOW you say it’  pitch,  volume,  rate,  vocal quality, and  verbal fillers o Paralinguistic refers to vocal communication that is separate from actual language. Paralanguage also include such vocal characteristics as rate (speed of speaking), pitch (highness of lowness of tone), inflection, volume (loudness) and quality (pleasing or unpleasant sound).  Vocal characterizers (laugh, cry, yell, moan, whine, belch and yawn). These send different message in different cultures (Japan- giggling indicates embarrassment; India- belch indicates satisfaction)  Vocal qualifiers (volume, pitch, rhythm, tempo and tone). Loudness indicates strength in Arabic cultures and softness indicates weakness; indicates confidence and authority to the Germans; indicates impoliteness to the Thai; indicates loss of control to the Japanese. (Generally, one learns not to “shout” in Asia for nearly any reason). Gender based as well women tend to speak higher and more softly than men.  Vocal segregates (UN-huh, shh, uh, ooh, mmmh, hummm, eh mah, lah). Segretates indicate formality, acceptance, assent, uncertainty.  Kinesics o – body movements (gestures) o Some parts of our body can express many indications without any sound. Message can be transmitted with the help of our body movements which is called body language. Body language is a form of non-verbal communication, which consists of posture, gestures, facial expressions, eye movements etc.  gestures,  head movements  posture,  eye contact,  facial expressions  Chronemics – time Another type of non-verbal communication involves time. Thant is how we give meaning to time communicates to other. For example, begin late in work everybody a worker can be considered as a man of carelessness but if a manager does it; we say it is a symbol of power. We know, time can play a vital role to reduce tension, conflict among groups. It is said that- “Kill the time to delay the justice”.  Oculesics [ocalics] – use of eyes - a subcategory of kinesics, eye movement, eye behavior, gaze, and eye-related
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    COMMS REVISION [email protected] QUESTION  Differenttypes of Non Verbal Cues  Medias Or Ways Or Methods Or Kinds Of Non-Verbal Communication [10] Non-verbal communication is the expression or exchanged of information or messages through without using any spoken or written word. Several symbols can be used in non-verbal communication. We will discuss here only the following types of communication that occur without words. A. Body language: Some parts of our body can express many indications without any sound. Message can be transmitted with the help of our body movements which is called body language. Body language is a form of non-verbal communication, which consists of posture, gestures, facial expressions, eye movements etc. 1. Facial expression: 2. Gestures: 3. Posture 4. Eye Gaze or Eye contact: 5. Appearance and dress: 6. Touch: 7. Silence: B. Space or proximity: People often refer to their need for “personal space”, which are also important types of nonverbal communication. The physical distance between you and others signals your level of intimacy and comfort. If someone you don’t know stand too close or touches too often, you will probably begin to feel uncomfortable. C. Time: Another type of non-verbal communication involves time. Thant is how we give meaning to time communicates to other. For example, begin late in work everybody a worker can be considered as a man of carelessness but if a manager does it; we say it is a symbol of power. We know, time can play a vital role to reduce tension, conflict among groups. It is said that- “Kill the time to delay the justice”. D. Paralinguistic (Tone and volume of voice): Paralinguistic refers to vocal communication that is separate from actual language. Paralanguage also include such vocal characteristics as rate (speed of speaking), pitch (highness of lowness of tone), inflection, volume (loudness) and quality (pleasing or unpleasant sound).  Vocal characterizers (laugh, cry, yell, moan, whine, belch and yawn). These send different message in different cultures (Japan- giggling indicates embarrassment; India- belch indicates satisfaction)  Vocal qualifiers (volume, pitch, rhythm, tempo and tone). Loudness indicates strength in Arabic cultures and softness indicates weakness; indicates confidence and authority to the Germans; indicates impoliteness to the Thai; indicates loss of control to the Japanese. (Generally, one learns not to “shout” in Asia for nearly any reason). Gender based as well women tend to speak higher and more softly than men.  Vocal segregates (UN-huh, shh, uh, ooh, mmmh, hummm, eh mah, lah). Segretates indicate formality, acceptance, assent, uncertainty. E. Visual communication: When communication takes place by means of any visual aid, it is known as visual communication. Such signals, map, chart, poster, slide, sign etc. for example, to indicate ‘danger’, we use red sign, to indicate ‘no smoking’, we use an image showing a lighted cigarette with across mark on it etc.
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    COMMS REVISION [email protected] Briefly discussthe following types of communication that occur without words, giving examples a) Body language. [2]  Some parts of our body can express many indications without any sound.  Message can be transmitted with the help of our body movements which is called body language.  Body language is a form of non-verbal communication, which consists of posture, gestures, facial expressions, eye movements etc. b) Space or proximity. [2]  People often refer to their need for “personal space”, which are also important types of nonverbal communication.  The physical distance between you and others signals your level of intimacy and comfort.  If someone you don’t know stand too close or touches too often, you will probably begin to feel uncomfortable c) Time. [2]  Another type of non-verbal communication involves time.  That is how we give meaning to time communicates to other.  For example, begin late in work everybody a worker can be considered as a man of carelessness but if a manager does it; we say it is a symbol of power.  We know, time can play a vital role to reduce tension, conflict among groups. It is said that- “Kill the time to delay the justice”. d) Paralinguistic (tone and volume of voice). [2]  Paralinguistic refers to vocal communication that is separate from actual language.  Paralanguage also include such vocal characteristics as rate (speed of speaking), pitch (highness of lowness of tone), inflection, volume (loudness) and quality (pleasing or unpleasant sound).  Vocal characterizers (laugh, cry, yell, moan, whine, belch and yawn).  Vocal qualifiers (volume, pitch, rhythm, tempo and tone).  Vocal segregates (UN-huh, shh, uh, ooh, mmmh, hummm, eh mah, lah). Segretates indicate formality, acceptance, assent, uncertainty. e) Visual communication. [2]  When communication takes place by means of any visual aid, it is known as visual communication.  Such signals, map, chart, poster, slide, sign etc. for example, to indicate ‘danger’, we use red sign, to indicate ‘no smoking’, we use an image showing a lighted cigarette with across mark on it etc.
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    COMMS REVISION [email protected] QUESTION Body languageis a form of non-verbal communication, which consists of facial expressions, posture, gestures, eye movements, appearance & dress. Briefly explain these [10] a) Facial expression. [2]  Facial expressions are a form of nonverbal communication.  They are a primary means of conveying social information between humans,  The eyes are often viewed as important features of facial expressions.  Aspects such as blinking rate can be used to indicate whether a person is nervous or whether he or she is lying.  Also, eye contact is considered an important aspect of interpersonal communication.  However, there are cultural differences regarding the social propriety of maintaining eye contact or not.  Beyond the accessory nature of facial expressions in spoken communication between people, they play a significant role in communication with sign language. Many phrases in sign language include facial expressions in the display.  A facial expression is one or more motions or positions of the muscles in the skin of face. These movements convey the emotional state of the individual to observers. Facial expressions for happiness, sadness, anger and fear are similar throughout the world. Proverb says, “Face is the index of mind. “Example: By waving our hands we express ‘good-bye’; by shaking our head from side to side we express “we do not know”. b) Gestures. [2]  A gesture is a form of non-verbal communication or non-vocal communication in which visible bodily actions communicate particular messages, either in place of, or in conjunction with, speech.  Gestures refers to visible bodily actions communicate particular messages which include movement of the hands, face, eyes, head or other parts of the body.  Common gestures include waving, pointing, and using fingers to indicate numeric amounts.  Culture-specific gestures that can be used as replacement for words, such as the hand wave used in western cultures for “hello” and “goodbye”.  Gestures include movement of the hands, face, or other parts of the body.  Gestures differ from physical non-verbal communication that does not communicate specific messages, such as purely expressive displays, proxemics, or displays of joint attention.  Gestures allow individuals to communicate a variety of feelings and thoughts, from contempt and hostility to approval and affection, often together with body language in addition to words when they speak. c) Posture. [2]  In humans, one of the means of communication is the posture of the body  Posture indicates the position in which we hold the body when standing or sitting.  It can help to communicate non-verbally.  Posture conveys information about: o Interpersonal relations o Personality traits such as confidence, submissiveness, and openness. o Social standing o Current emotional states ‘ d) Eye gaze. [2]
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    COMMS REVISION [email protected]  Tolook at something or someone for a long time, especially in surprise or admiration, or because you are thinking about something else:  Eye contact indicates looking, staring and blinking etc. which is important in nonverbal behaviors.  Looking at another person can indicate a range of emotions, including hostility, attention, interest and attraction, defines power and status and has a central role in managing impressions of others. e) Appearance and dress. [2]  External appearances also play a vital role to communicate others.  Our clothes and dresses provide a good visual signal to our interest, age, personality, taste and sex.  Our choice of color, clothing, hairstyles and other factors affecting appearance are also considered a means of nonverbal can evoke different moods.  Consider differing cultural standards on what is attractive in dress and on what constitutes modesty.  For example, seeing the dress of army officers, we can easily determine the job status. QUESTION Advantages and disadvantages of written communication [10] Advantages of written communication:  Easy to preserve: .  Easy presentation of complex matter:  Permanent record:  Prevention of wastage of time and money:  Accurate presentation:  Use as a reference:  Delegation of authority  Longevity:  Effective communication:  Maintaining image: .  Proper information: .  Less distortion possibility.  No opportunity to misinterpret:  Controlling tool:  Easy to verify:.  Others: Clear understanding, Legal document, Acceptability, Reduction of risk, Creating confidence, Easy circulation, Wide access or coverage etc. Disadvantages of written communication  Expensive:  Time consuming: Written communication takes time to communicate with others. It is a time consuming media. It costs the valuable time of both the writer and the reader.  Useless for illiterate person: It messages receiver is illiterate, written communication is quite impossible. This is major disadvantage written communication.
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    COMMS REVISION [email protected]  Difficultto maintain secrecy: It is an unexpected medium to keep business secrecy. Secrecy is not always possible to maintain through written communication. Because here needs to discuss everything in black and white.  Lack of flexibility: Since writing documents cannot be changed easily at any time. Lack of flexibility is one of the most important limitations of written communication.  Delay in response: It takes much time to get a response from the message receiver; prompt response is not possible in case of written communication that is possible in oral communication.  Delay in decision making: Written communication takes much time to communicate with all the parties concerned. So the decision maker cannot take decisions quickly.  Cost in record keeping: It is very difficult and expensive to keep all the records in written communication.  Complex words: Sometimes the writer uses complex words in writing a message. It becomes difficult to meaning out to the reader. So the objectives of the communication may lose.  Lack of direct relation: If there is no direct relation between the writer and the reader, writer communication cannot help to establish a direct relation between them.  Other: Prompt feedback is impossible, Slowness, Bureaucratic attitude, Understanding problem between boos and subordinates, lack in quick clarification and correction, formality problem, lack of personal intimacy, etc. QUESTION Different types of written communication [10] A. Media of written communication to management: 1. Special management bulletin: The bulletin which is issued for emergency matters related to management is called special management bulletin. This kind of bulletin must be published promptly. 2. Management news copy: The less important management issues are published in this news copy. Generally this new copy is published weekly. 3. Formal management report: Formal management report is one of the most important media of written communication to management. It emphasizes the upward communication. 4. Publications: Some organizations publish special journals or publications for the high level officer. It provides officers information about lost-reduces, safety system, decreases of accident, improvement of quality etc. B. Media of written communication for employees: 1. Bulletin for employees: Bulletin is published to inform the employees of emergency and important matters within a very short time. Generally it is hanging on a notice board. 2. Newspaper: Newspaper is a wide used medium to communicate with employees. Company’s planning, policy, procedure objectives, problems is published in it to inform employees. Generally it is published weekly. 3. Publication of monthly paper: Some large companies publish it to inform everything to the employees. The company’s role and plan are also stated here. 4. Letters: Letter is one of the most important media of written communication for employees. Sometimes the higher authority sends letter to the employee without asking any response. 5. Employee’s notebook: Sometimes the management supplies notebook to the employees in which speech of executives, history of the organization, planning, policy, order for the work are stated.
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    COMMS REVISION [email protected] 6. Readingrack: Necessary books for the employees can be arranged on the shelf so that they can read and get knowledge. 7. Notice: Notice is an important medium to communicate with employees. By which the employees are invited to attend a special meeting. 8. Internal circular: It is one of the most important media of written communication. It is used for internal communication. When all the employees are informed at a time, internal circular is used. 9. Complain Book: A complains book can be kept in a definite place so that the employees can write their complaints with it. 10. Memo: Memo is a popular medium of internal written communication. The memo is a short form of letter usually used to communicate with the employees of the same organization. 11. Report: Report is an organized statement of facts and findings that contains information obtained by proper inquiry and examination and evaluation of any past event relating to a particular subject or problem that helps to decision making. 12. Other media: Salary envelope, annual financial reports or statements, Note sheets, Question box, Essay competition etc. QUESTION Different types of oral communication [10] Medias or ways or techniques or channels of oral communication The channels or methods or oral communication may be classified broadly in two categories non mechanical channels and mechanical channels which are described below: A. Non mechanical channels  Conversation: conversation means the informal discussion among the people. When one person discusses his views, opinion to another person and exchanges their views in the presence of both then it is called face to face conversation. It also includes the face-to- face discussion on a particular issue. In this method both the information receiver and sender can exchange their views freely and fairly.  Interview: It suggests a meeting between two or more persons for the purpose of getting a view of each other or for knowing each other. When we normally think of an interview, we think a situation in which an employer tries to size up an applicant for a job. The employer’s aim is to know whether the applicant can be fit for service to this organization and the applicant’s aim is to find whether the job being offered by the organization can be suitable to him. Its first, the speaker asks questions to the listener and then the listener answers the question. There are three major techniques of interview. They are as follows: o Direct questioning o Non-directive interview and o Guided interview  Does speech: Speech means what the speaker says in front of the audience. It is fully audience-oriented system. Generally the political leaders, the managers, the business man or the workers’ leaders use this system sometimes. It can build tension or it can relax tension. This system is practiced in public gathering at company meetings, inauguration and seminars etc. In needs to considerable skills otherwise it is not effective.
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    COMMS REVISION [email protected]  Groupdiscussion: Group discussion is a popular method of oral communication. Management arranges group discussion to take a decision on a special matter. Group discussion is very helpful to human relation, idea getting an idea development and training.  Formal training courses: Effective communication can be performed through formal training courses. It is a wide used technique of oral communication. Both the trainer and the trainee can exchange their views directly.  Meeting: Meeting means the formal group discussion about a specific predetermined topic or subject. Meeting members to get together and discuss about a problem or issue or a special matter. There are several types of meeting such as – o Security meeting o Minutes meeting o Social meeting o General meeting itself  Counseling: Counseling is an effective medium of oral communication. Generally it held yearly or bi-yearly. It is adopted by the higher authority for their followers.  Committee: Committee is an organization. The committee meeting is a popular technique of oral communication. Special decision is taken through face to face discussion of a committee meeting.  Special prize-giving ceremony: Sometimes the businessmen can meet with others arranging a special prize giving ceremony for the workers. In this ceremony the businessmen can exchange their views and ideas orally.  Conference: Conference is a kind of meeting at which participants exchange views and talk together. A conference may be held to exchange views on some problem being faced by the organization or some other issue related to it and it may even suggest a solution but the suggestions from a conference are not binding. They are more in the nature of the recommendation.  Lectures: Lecture is used to create an understanding of a topic or to influence behavior, attitudes of the trainee through spoken words. The lecture is telling someone about something. The method is an effective way to introduce new information or concepts to a group of learners who gathered at on place. A lecture is given to enhance the knowledge of the listener or to give him the theoretical aspect of a topic.  Informal communication: Informal communication is another technique to exchange information orally. It can be occurred in the playground, tea table etc. In those situations both the boss and subordinate can exchange their views informally.  Others: Invitation to a lunch, Brainstorming, Advisory board, Inspection of factory and office. B. Mechanical channels Telephone: Telephone set is an instrument that converts voice and other sound signals into a form that can be transmitted to remote locations and that receives and reconverts waves into the waves into sound signals. The telephone plays a vital role in communication when the two persons stay in different places they communicate with each other by telephone. Their exchange information and their views and immediate feedback are possible under this system. Now-a-days we can see that every organization is using the telephone to exchange the information and views orally.  Mobile or cell phone: A mobile phone (also known as a cellular phone, cell phone and a hand phone) is a portable telephone that connects to the telephone network over the radio wave transmission. It connects to a wireless communications network through radio wave or satellite transmissions.
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    COMMS REVISION [email protected]  Radio:Radio is the indirect media of oral communication. It is a one-way communication system. The receiver can only hear the message from the sender. The receiver cannot reply.  Television: Television is also the indirect media of oral communication. It is a one-way communication system. Here, receiver cans here the messages and side by side see the sender. The receiver cannot reply.  Video conference: Video conference is a kind of teleconferencing communication where people staying in different corner or locations and participate in a face-to-face group meeting or group discussion through the help of electronic video camera technology.  Teleconferencing: Teleconferencing is a kind of communication where people staying in different corner or locations and participate in group meetings or group discussion through electronic telephone technology. QUESTION Advantages and disadvantages of oral communication [10] 1. Time saving: 2. Cost savings: 3. More powerful: . 4. Effectiveness: With the help of variations in the tone, pitch and intensity of voice, the speaker can convey shades of meaning. This factor also contributes to the effectiveness of oral communication. 5. Immediate feedback: 6. More suitable: 7. A relationship develops: Oral communication is mostly carried out helps to promote friendly relations between the parties communicating with each other. 8. Flexibility: By the demand of the situations, oral instructions can be changed easily and for these cases maintain the formalities are not necessary. So it is very much flexible and effective. 9. Easiness: Correction of errors: If any error is expressed at the time of oral communication. It was possible to rectify at that time or within a very short time. 10. Informal communication: In oral communication, no need to maintain such formalities which are needed in written communication. So it is easy and helpful to any organization. 11. Motivation: In oral communication system, top executives and sub ordinates staff can sit face-to-face and exchange their views directly, so sub-ordinates are motivated day by day. 12. Special applications: Oral communication is more helpful in communicating messages to groups of people at assembly meetings etc. 13. Maintaining secrecy: Interested parties of oral communication can maintain the secrecy of messages easily. Disadvantages of oral communication 1. No record: In oral communication, messages are difficult to record. So it is impossible to preserve the message for future. 2. Distortion of the word: If distortion of the word occurs in oral communication, then main goals of the organization may be filed.
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    COMMS REVISION [email protected] 3. Inaccuracy:There is very possibility of inaccurate messages to reach the destination. So, the reverse result of expected plan may be occurred. 4. Limited use: The scope of usage of oral communication is limited. It is not suitable for lengthy messages. It should be sued for short message. 5. Probability of omitting main subject: Sometimes, main subject may be omitted to express a word for communicating. So, expected result may not be achieved. 6. No legal validity: there is any legal validity of the oral message. As, the oral messages are not taped and kept records, so it can be denied easily if the situation goes against the speaker. 7. Late decision: It takes time to reach a decision. At the beginning stage, sometime is killed in the discussion of any personal matters. Besides some time is also wasted for irrelevant discussion. In this way decision making is delayed. 8. Less important: In oral communication, meaningless speech can mislead the main effects of the communication. But when the information comes out in written, we take it seriously. 9. Lack of secrecy: In oral communication, the important and secret information may be disclosed. 10. Creates misunderstanding: The speaker often gives message without having properly organized it earlier. So, it is possible that he may not be able to make himself properly to communicate with the receiver. As a result, misunderstanding May develops.
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    COMMS REVISION [email protected] QUESTION Explain 1. FormalCommunication 2. Informal Communication [10] 1. Formal Communication  In formal communication, certain rules, conventions and principles are followed while communicating message.  Formal communication occurs in formal and official style.  Usually professional settings, corporate meetings, conferences undergoes in formal pattern.  In formal communication, use of slang and foul language is avoided and correct pronunciation is required.  Authority lines are needed to be followed in formal communication. 2. Informal Communication o Informal communication is done using channels that are in contrast with formal communication channels. o It’s just a casual talk. o It is established for societal affiliations of members in an organization and face-to- face discussions. o It happens among friends and family. o In informal communication use of slang words, foul language is not restricted. Usually. o informal communication is done orally and using gestures. o Informal communication, Unlike formal communication, doesn’t follow authority lines. o In an organization, it helps in finding out staff grievances as people express more when talking informally. o Informal communication helps in building relationships.
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    COMMS REVISION [email protected] QUESTION Explain a) HorizontalCommunication b) Vertical Communication. [10] Differences between horizontal and vertical communication [10] Horizontal and vertical communications are the two different types of internal communication. These two types of communications differ in the following ways:
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    COMMS REVISION [email protected] QUESTION Explain a) UpwardCommunication b) Downward Communication. [10] Upward Communication  When information flows form subordinated to superiors, it is called upward communication.  The purpose of upward communication is to provide information to the managers from subordinates.  Through this communication, subordinates convey their opinions, suggestions, complaints etc. to their superiors.  The lower-level employees initiate up-ward communication and the message ultimately reaches to the upper-level management.  It may take place in the form of feedback of downward communication. The following figure represents the upward flow of information: Downward communication  Downward communication is the communication where information or messages flows from the top of the organizational structure from the bottom of the organizational structure.  Downward communication occurs when information flows down the hierarch form superiors to subordinates.  This type of communication may forms such as staff meetings, company newsletter, company policy statement, information memos, e-mail, face-to-face contact, orders, instruction etc.
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    COMMS REVISION [email protected] QUESTION Media orways of upward communication. [10] The subordinates can communicate their problems, attitudes, complaints and suggestion to their superiors through various ways. That means, there are a number ways or means or methods of upward communication. 1. The popular written media of upward communication are discussed below:  Report: Report is one of the most important a widely used media of upward communication. Subordinates prepare reposts periodically or regularly on various routine issues. They also prepare special report when need arises. Reports are then submitted to the higher authority for supplying necessary information.  Memo: Memo is the short form of memorandum. A memo is a short piece of writings generally used to exchange information among the persons within the organization. Superiors usually send information to their subordinates through memo. However, subordinates can also write memos to convey essential information to their superiors for making decisions.  Suggestion and complaint boxes: Some organizations install suggestion and complaint boxes at some convenient places in the office or factory through suggestion box, management invites the employees to submit their suggestions for improving the efficiency of organizational operations. On the other hand, complaint box is placed to submit any complaint of the employees regarding any aspect of their employment.  Direct letters: Subordinates can write letters directly to their superiors at their superiors at their own initiation or they may be asked by their superiors write about any directed matter.  Questionnaire: Sometimes managers encourage upward communication by asking questions to their subordinates. For this purpose, they distribute questionnaires to the employees. Through questionnaires, management can know the attitudes, feelings and complaints of the employees. 2. The oral media of upward communication are as follow:  Grievance procedure: Grievance is the employee dissatisfaction over any aspect of their employment. Grievance procedure provides the employees with a formal channel of appeal to their superiors. In modern organizations, there is well-established procedure for handing employee grievances that acts as a mode of upward communication.  Joint setting of objectives: In participative organizations, superiors and subordinates sit together for setting objectives. In this case, the superiors seek information and suggestions from the bottom-level managers and employees.  Employer-employee meeting: Meeting between employer and employees is a very useful medium of upward communication. In the meeting, the superior can raise problems and seek information, guidelines or suggestions from the subordinates. 3. Other Media: In addition to written and oral media, superiors can encourage upward communication through the following symbolic medium. o Open-door-policy: Open-door-policy of management inspires the employees to feel that the manger’s doors are always open to them. Whenever they want they can enter into the manager’s room and talk everything to the superiors without any fear or hesitation. These are the commonly used media of upward communication. However, all the media are not suitable for every message. Selection of a particular medium in a particular situation depends on the nature and importance of the message.
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    COMMS REVISION [email protected] QUESTION Media orways of downward communication [10] Methods of downward communication Both written and oral methods are used in transmitting messages of downward communication. Actually, section of media depends on the nature, urgency and importance of the message to be communicated. The followings are the frequently used media or methods of downward communication. 1. Oral Media or Method: Downward communication is mainly done by means of oral media or method. Usually, the supervisors give instructions to their subordinates through face-to-face and telephonic conversation. Beside this, managers also exchange relevant information to their subordinates through meetings, conferences, lectures etc. 2. Written Media or Method: Organization of any size and nature sends important information to its employees in written forms through letters, circulars, manuals, bulletins, posters annual reports etc. generally, letters and memos communicate important organizational directives; circulars, manuals and bulletins communicate policies and procedures and annual report communicates organizational activities and performance at the end of the year. 3. Other Media or Method: In addition to oral and written media or method, audio, visual and audio-visual media are also used in downward communication. Radio, television, poster, signal, symbol, graphs etc. some of the commonly used instruments that convey messages to the subordinates. QUESTION Objectives or purpose of downward communication [10] It is a system of communication where communication takes place form upper level to downward or form the superior to subordinate level. The following objectives are available in downward communication. 1. Supply information: Work style, method, responsibility, duties etc. are supplied to subordinates by this communication system. 2. Assigning work: Through downward communication, superior assigns different works to their subordinate. 3. Explaining policies and plan: The objective of an organization is to inform institution’s plan, policy, program etc. to lower level by this communication system. 4. Responsibility and duty: Inter departmental duties and responsibilities are distributed by this communication system. 5. Directing subordinates: Downward communication is directive in nature. To give directions to the subordinates, top executives use this communication method. 6. Evaluation of performance: Top executives evaluate the performance of their subordinate through this communication method. After evaluation of workers work, the analyzed result is informed to others for incentive. 7. Explain the change environment: Any change or organization’s plan, policy, method and program are informed to all employees with the help of this communication system.
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    COMMS REVISION [email protected] 8. Coordinationand cooperation: To coordinate and cooperate of the subordinates of their works downward communication is needed. For achievement of expected result, downward communication is the best method. 9. Delegate authority: In large organization, it is very much essential to delegate some authority to their subordinates. Without downward communication delegation of authority is impossible. 10. Establish discipline: Top level hierarchy of the organization try to maintain organizational discipline through downward communication to their subordinates by issuing job related rules and regulation.
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    COMMS REVISION [email protected] QUESTION Explain TheTerm Meeting [5]  A meeting is a group communication in action around a defined agenda, at a set time, for an established duration.  Meetings can be effective, ineffective, or a complete waste of time.  If time is money and effectiveness and efficiency are your goals, then if you arrange a meeting, lead a meeting, or participate in one, you want it to be worth your time.  Meetings can occur face-to-face, but increasingly business and industry are turning to teleconferencing and videoconferencing options as the technology improves, the cost to participate is reduced, and the cost of travel including time is considered.  Regardless how you come together as a team, group, or committee, you will need to define your purpose in advance with an agenda. Advantages of meetings: In the business organizations meetings are used for a variety of purpose. There are some advantages of meeting which are stated below: 1. Democratic process: Meeting is a democratic process of taking decision. None can blame other for the decision because it is taken in presence of all the members. 2. Improve decision: Improve decision can be taken through meeting. Because every matter is discussed pros and cons and nothing is left over unconsidered. Proverb says ”Two heads are better than one.” 3. Participative management: Participative management can be materialized through meeting. Al the departmental heads and supervisors may sit together for taking decision. 4. Help in co-ordination: Meeting can help for co-coordinating the work as a whole because all the parties or members are presented in the meeting. 5. Covey information to a large gathering: Meeting can convey information for all departments. Besides the presented members exchange their views, idea, opinion and feeling at a large gathering. 6. Others: Provide necessary information to a group of people, report on some incidents or activities, create involvement and interest, formulate policies etc. Disadvantages of meetings: There are some limitations and disadvantages of meeting. These limitations and disadvantages are discussed below: 1. Time consuming: Meeting takes much time to take decision 2. Costly: 3. Formalities: There are many formalities to hold on a meeting. Agenda, minutes, regulations are needed for a valid meeting. 4. Difficult to control:
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    COMMS REVISION [email protected] QUESTION  Essentialsof a valid meeting | Conditions of valid meeting  Requirement or essentials of a valid meeting or, necessary conditions of a valid meeting:  Preconditions of a valid meeting: [10] A valid meeting should have the following elements: 1. Legal objectives: Any meeting must have legal objectives. Meetings on illegal or unethical purposes cannot be valid in the eye of law. 2. Convened by proper authority: A valid meeting should be contended by the proper authority of the company. 3. Serving proper notice in proper time: Notice of a meeting must be served timely by maintaining rules and regulations of the companies act. 4. Presence of authorized persons: To make a meeting valid person who is entitled to present in a particular type of meeting should be present in the meeting. 5. Presided over by a chairman: A valid meeting should be presided over by a chairman who will be selected by the members. 6. Specific agenda: A detail agenda should be prepared before the meeting and the meeting should be operated by following agenda. 7. Quorum: Quorum is the minimum number of persons that must be present in the meeting to make it valid. QUESTION Explain the following types of meetings. a) Public meeting b) Private meeting c) Command or management meetings d) General meetings e) Special meetings f) Committee meetings g) Shareholders meeting h) Statutory meeting:. i) Annual general meeting: j) Extra-ordinary general meeting: a) Directors meeting: b) Board meeting: c) Special meeting: d) Class-meeting: e) Creditors meeting: a) Public meeting - every member of the public is allowed (to discuss, e.g. political issues.) a) Private meeting – Only the members of the organisation are allowed to attend the meeting. b) command meetings – are attended only by management;
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    COMMS REVISION [email protected] c) Generalmeetings are attended by members of staff on a regular basis (annually, weekly, monthly) and on d) Special meetings. Special occasions e) Committee meetings are attended only by members serving on a specific committee. Committee meeting: According to article of association the Board of Directors sometimes make special committee to complete in any special work among some directors of the company. This committee member sometimes meets together for coordinating the work properly. This type of seating is called committee meeting f) Shareholders meeting: When the meeting is held with the shareholders of the company it is called shareholders meeting. g) Statutory meeting: According to company laws, after getting the letter of commence, the company arranges a meeting after one month of six months. This is the first general meeting of the company and during the life of the company this type of meeting held once. The company gives the circular before 21 days of the meeting. The decisions of the meeting are called statutory decision. h) Annual general meeting: After registration of the company, the company is bound to invites the first general meeting with in eighteen months. Then the general meeting will be held in every year. The differences of the two general meeting cannot be more than fifteen months. The decisions of the meeting are called general decision. i) Extra-ordinary general meeting: If necessary of the company this type of meeting can be held on any time. The director or some shareholders can invite this meeting one tenth of the shareholders may give the requisition to the Board of directors to arrange this type of meeting. After getting the requisition of the board of Directors fail to arrange a meeting with in twenty one days, the shareholder can invite the meeting within three months. The decision taken by the meeting is called special decision. j) Directors meeting: When the meeting is held among the directors of the company it is called directors meeting. k) Board meeting: According to article of association. The board of directors meeting is called Board Meeting. If nothing about this type of meeting in the article of association, then by Table- A rules of the company law this type of meeting can be held on. According to rules of company law the company is bound to arrange the meeting once in one month and at least four times within a year the Quorum: is filled up by 1/3 rd of the directors present or at least two directors present. Each director is preserved one vote and if any case the directors vote can be divided equally, then the president give the casting vote and take the decision. l) Special meeting: For any special situation, when the meeting is arranged by the company, it is called special meeting. The types of the special meetings are as follows: m) Class-meeting: The Company has different kinds of shares. When the meeting is arranged by any one kind of shareholders it is called class meeting. n) Creditors meeting: The directors or their appointed lower can invite this type of meeting. Moreover this type of meeting may be arranged by the order of the court. If necessary to reconstruct or to dissolve or to any amalgamate the company to preserve the rights of the creditor this type of meeting is invited by their proper authoritative person. The creditors who will be present in the meeting or the presence of three-fourth credit holders of the total credit can take the decision and the court will give the instruction on the basis of this decision and the creditors are bounded to abide by the decision.
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    COMMS REVISION [email protected] QUESTION Duties ofchairman and secretary in a meeting [10] The chairperson: He she plays a key role in the success of the meetings: The chairperson should therefore be tactful, diplomatic, sincere, a good communicator and above all a respectable leader. The main function of the chairperson is to maintain order during the meeting. Secretary: The secretary must be well organised and attend to matters such as the venue for the meeting, the drafting of the notice and agenda and taking down the minutes of the meeting, The secretary should therefore, be well skilled in communication, Role or function or duties of chairmen of a meeting: In all types of meetings, you have the following responsibilities as a presiding officer.  Arranging the time and place  Preparing and serving an agenda.  Calling the meeting to order on time  Making clear the purpose of the meeting  Keeping the discussion on course  Controlling over enthusiastic members  Electing contributions from each member  Creating a good atmosphere  Summarizing the discussion form time to time  Working to end the meeting on schedule  Thanking to the members Secretarial work relating to statutory meeting 1. Functions before the meeting:  Maintaining time for statutory meeting,  Preparing statutory statement or report,  Drafting a notice for the meeting,  Collecting the auditor’s certificate,  Selection the place of the meeting,  Preparing agenda of the meeting,  Listing the name of members who will attend the meeting,  Calling on board of directors meeting,  Preparing final notice of the meeting.  Serving the notice to the concerned members. 2. Functions at the meeting:  Determining the quorum of the meeting,  Stating or reading the agenda,  Supply of the necessary explanations,  Giving the explanations,  Writing the rough minutes 3. Functions after the meeting:  Preparing final minutes and resolutions,  Submitting the statutory report The following is expected from:
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    COMMS REVISION [email protected] QUESTION Explain thefollowing terms a) Notice b) Agenda c) Minute [10] Notice  A notice is a written or an oral statement that contains the particulars of holding a meeting.  When a circular is served among the members of the meeting to attend the meeting, it is called a notice.  It is letter of invitation that carries the request to the members to attend a meeting.  A notice includes time, place, date and agenda of a meeting.  The notice should be sent by the proper authority in due time so that the members can attend the meeting in time.  So, notice is formal written or formal information, notification or warning about a fact or an invitation to the concerned person for attending the meeting. A notice can be formal or informal. MUTARE POLYTECHNIC Ministry of Higher and Tertiary Education NOTICE OF A MEETING Notice is hereby given of a monthly academic board meeting. It is to be held in the boardroom on the 21st of June 2012 at 0900 hours. The minutes of the meeting held on the 20th of May 2012 are attached. C Gatsi Chairwoman Cell: 0772 950 037 10 June 2012 Notice of a monthly meeting is given above. If you are requested to write the notice of an annual meeting, then it is obvious that you’ll replace monthly with annual. Agenda  Agenda means things to be done.  It is usually sent along with the notice of the meeting.  It is a list of the topics to be discussed in a meeting.  Sometimes the agenda is prepared after the circulation of the notice in order to include the member’s opinion.  If the subject matter of the meeting is secret, the agenda may not be circulated.  Agenda is document that outlines the contents of a forth coming meeting.”
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    COMMS REVISION [email protected]  So,agenda is an items or issues prepared by the secretary and which are to be discussed or transacted in a forth coming mitten. Below is the agenda of the monthly meeting. N.B points 1-7 on the agenda are standard for most meetings for all organisations. Points 7.1, 7.2 and 7.3 are specific “new Business” matters pertaining to the specific organisation. Points 8 and 9 are standard. AGENDA 1. Attendance Register. 2. Apologies. 3. Opening and Welcome. 4. Finalisation of the agenda. 5.Minutes of meeting held on 20 May 2012 6. Matters arising. 7.New business: 7.1 Symposium and Miss Poly 7.2 Main Graduation 7.3 MOTION; That the Symposium invitation letters to High Schools be sent to the Regional offices of Ministry of Education, Sports and Culture Offices. PROPOSAL: Ms G Sithole SECONDED: Ms T Mawoyo 8. Date of next meeting. 9. Closure. Features or characteristics of agenda: The features of agenda can be state as follows: 1. Generally, agenda is sent along with the notice of the meeting. 2. It is written at the end but before or after the signature of the convener of the meeting. 3. It is arranged according to the importance of the end. 4. Controversial topics should be written at the end. 5. The topics are determined by the secretary with consulting the higher authority or the convener of the meeting. 6. It written in brief but explicit manner Minute  Minute is an official written statement of the motions and resolutions taken in a meeting.  It is brief but a complete record of all discussions held among the members of the meeting.  It is also defined as the official record of the proceeding of a meeting that should be needed to approve by the participating members of the meeting.  An accurate written record of meetings is essential not only for all those who attended the meeting but also for those who were unable to attend. Some definitions of minute are as follows:
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    COMMS REVISION [email protected]  Minutesare the official records of the proceedings of meeting.”  So, minutes are the brief and complete official written record of all discussion which is held among the members of the meeting. QUESTION Difference between agenda and minute: [10] Both agenda and minutes are the important documents of a meeting. But they differ from each other in respect of the following points:
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    COMMS REVISION [email protected] QUESTION Essential elementsor factors of a valid notice: [10] The essentials or elements or factors of a valid nonce are given below: 1. Signature: The notice must be signed by the proper authority. Only the legal authority should serve the notice. 2. Proper time: The notice must be served in proper time. It should be circulated according to the rules and regulations of the company or the organization. 3. Time date and place: The time, date and place of the meeting must be stated in the notice. 4. Unconditional: There must be no condition or complexity in the notice about attending meeting. Always a notice is unconditional. 5. Agenda: Agenda means topics to be discussed in a meeting. A valid notice should contain the agenda of the meeting. 6. Conciseness: The notice must be short in size. It should be clear, simple and easy. 7. Proper persons: Notice should be served to the proper persons who are entitled to attend the meeting. 8. Enclosure: An explanatory statement should be sent with the notice. QUESTION Importance or necessities of agenda:[10] The necessity or importance’s of an agenda are as follows: 1. As it is circulated in advance, the members of the committee or meeting can take preparation to discuss the topics accurately. 2. It helps to take prompt decision. 3. Since it has a set of order, it helps the chairperson to conduct the meeting smoothly. 4. It can ensure covering all the topics that will be discussed in a meeting. 5. It helps to control the unnecessary talking in the meeting. 6. It is helps to write the minutes and resolution of the meeting. 7. As it is served earlier, the members of the meeting can exchange their thought and ideas informally before holding the meeting.
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    COMMS REVISION [email protected] QUESTION Meetings terminology[10] Constitution: A set of rules and regulations which govern the organisation. These have been accepted by members during the inaugural (very first) meeting. The constitution is that which prescribes to the members how they must behave and which decisions are legally binding. The Quorum: A minimum of members, as prescribed by the constitution, must be present during a meeting before a legally binding decision may be taken. Voting on issues, therefore, presupposes that the prescribed minimum number of members should be present (before any legally binding decision may be made.) The Chairperson: This person presides at the meeting. The chairperson’s duty is to maintain order during the meeting and to control the procedure. The chairperson's role is to run meetings in a way that encourages decisions. The chairperson should allow fair and open discussion of matters and stick to the agenda, so that decisions can be made. If there is no committee, the owners corporation chairperson must be a lot owner. The Secretary: The role of the Secretary is to support the Chair in ensuring the smooth functioning of the Management Committee. In summary, the Secretary is responsible for: Ensuring meetings are effectively organised and minuted. Maintaining effective records and administration. The Treasurer: The main duties of a treasurer are to oversee the financial administration of the organisation, review procedures and financial reporting, advise the board on financial strategy, and advise on fundraising. A treasurer is in charge of the organisation’s financial matters. Proposal: This is a suggestion made by someone during the meeting. If a proposal is given to be discussed before the meeting, then we call it a motion. A motion becomes a resolution when the motion is either accepted or rejected. Ad hoc Committee: During a meeting, it may become clear that certain issues have to be attended to. The appointment of members on the committee is then done on a temporary basis: they are expected to conduct investigations into the matters and then report back to the members at another meeting after the completion of the investigation. Voting: It is sometimes necessary to vote ( to reach a decision on a matter). Voting procedures have their own terminology: Ballot: Voting in secret, either by ballot (putting votes in a ballot- secretly- or voting anonymously. Deadlock: Sometimes a situation rises where equal numbers of votes are for and against a proposal.
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    COMMS REVISION [email protected] Casting voteif a deadlock exists, then the chairperson may have the casting vote, in other words, the deciding vote. Nemine despentiente:(nem.dis) No one disapproves of a motion, everyone approves of it: this is called unanimous approval. Nemine controdicente:(Nem.con.): No one votes, against the motion but a few people abstain from voting. Abstain: To refuse to vote. Proxy: The permission given to a person by another member (who cannot be present at the meeting) to vote on his behalf. Resolution: Agreement by a majority of the members at a meeting on a motion – this agreement may be positive or negative (for or against the motion). Unanimous; When all members vote in favour of a motion. Motions each item to be discussed will have a proposal, normally called a motion to which members will speak. A motion is a proposal put forward for discussion and decision at a meeting. It can be in writing before the meeting or may be a proposal during the discussion. Changes motions may be changed before they are voted upon by amendment or addendum. An amendment is a proposal to alter a motion which has been submitted to a meeting e.g. by adding, inserting or deleting words of the original motion. Addendum: is the addition of words to a motion and is treated in the same way as an amendment. Closure: End of a meeting. Guillotine ruling: This is a specific time restriction placed on a discussion of a proposal or the time given to a speaker or on the actual duration of a meeting. In camera: When the proceedings for a meeting take place behind closed doors. It is of a sensitive, confidential nature. Attendance Register: The actual record of numbers attending a meeting. Point of order: The chairperson has to decide if a member’s contribution to the meeting is in line with the constitution or relevant to the point on the agenda. Verbatim: The exact words of a speaker. Second: To second a proposal, means that another person agrees with the original proposal, necessitating the meeting’s attention to the matter. Precedent: When something that occurred in the past is used as a basis for future actions. Suspension: The prohibition of a member from taking part in the activities of an organisation. Honorarium: An honorarium is paid to any person for recognition of duties performed during a year, e.g. the treasurer, for accounting duties. Status quo: The current situation. Ex officio: the authority which a person has as result of his or her position. Adjournment: When a meeting is closed before all the topics on the agenda have been discussed, the discussion, however, will resume after a break. This is not an official closure.
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    COMMS REVISION [email protected] Co-option beinginvited to join the deliberations of a meeting, but not allowed to vote. Term Definition Title Header Title, time, date, location, phone number, e-mail contact, and any other information necessary to get all participants together. Participants Expected participants Subject Line Purpose statement Call to Order Who will call the meeting to order? Introductions If everyone is new, this is optional. If even one person is new, everyone should briefly introduce themselves with their name and respective roles. Roll Call This may quietly take place while introductions are made. Reading of the minutes Notes from the last meeting are read (if applicable) with an opportunity to correct. These are often sent out before the meeting so participants have the opportunity to review them and note any needed corrections. Term Definition Old Business List any unresolved issues from last time or issues that were “tabled,” or left until this meeting. New Business This is a list of items for discussion and action. Reports This is optional and applies if there are subcommittees or groups working on specific, individual action items that require reports to the group or committee. Good of the Order This is the time for people to offer any news that relates to the topic of the meeting that was otherwise not shared or discussed. Adjournment Note time, date, place meeting adjourned and indicate when the next meeting is scheduled.
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    COMMS REVISION [email protected] QUESTION Enquiry/ inquiryletter [10] INQUIRY LETTER  Make an inquiry when you are requesting more information about a product or service.  This type of business letter tends to include specific information such as product type, as well as asking for further details in the form of brochures, catalogues, telephone contact, etc.  Making inquiries can also help you keep up on your competition! KINDS OF INQUIRY LETTERS: Inquiry letters fall in three categories: 1. Trade inquiry, 2. Status inquiry and 3. General inquiry 1. Trade Inquiry:- A trade inquiry (or sales related inquiry) is written with the intention of making business deals with the addressee. Such inquiry letters are written regarding products or services purchased or being considered for purchase. The trade inquiries ask information about the supply of goods, availability of goods, delivery time, leaflet or catalogue, quotations or price, method of transport, insurance, samples and terms and discount, etc. 2. Status Inquiry:- Status inquiry is written to know the financial position of some individual or firm usually prospective buyer. Inquiries about the character, qualifications, experience and performance of the applicant for job or membership may also be termed as status inquiries. 3. General Inquiries:- General inquiry is made to get information about rules and procedures used in other organizations, government policies, market conditions etc. General inquiry may also seek information for private or business research. For example a firm may receive inquiries for various data from students, teachers or executives of other organizations.
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    COMMS REVISION [email protected] QUESTION John House,Washington, New York, has applied for credit purchase from Anna Enterprise, 20, TUCSON AZ 85705 USA. In the letter, John House has mentioned the name of Mr. Michel, Manager, Mahan Boutiques and Fabrics of Taxes, as reference. Write business status inquiry letter on behalf of Anna Enterprise. [10] Anna Enterprise (Wholesaler of Quality Fabrics) 20, TUCSON AZ 85705 USA December 07, 2013 Mr. Michel Manager Mahan Boutiques and Fabrics, Texas. Sub: Inquiring the financial status of John House, Washington, New York. Dear Mr. Michel, Will you please respond to the following questions about John House, Washington, New York, which has listed your name as a credit reference on its letter for credit purchase? 1. How long John House has a credit account with your company? 2. What is the credit limit you currently extend to them? 3. What is the maximum amount of credit you have ever extended to them? 4. Has it ever been delinquent in paying his dues? I assure you that information provided by you will be treated confidentially. If you send answers to the above questions with December 25, 2013 will be highly appreciated. We will be highly glad to provide you any such help in future. Sincerely, (Mr. Michel Jackson) Manager, Credit Division
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    COMMS REVISION [email protected] QUESTION Assume thatyou are the manager of Mr. Anna Trade International, 54, Washington, New York. Mr. Michel Trading Agency, 302, TUCSON AZ 85705 USA has a letter to you inquiring the financial solvency of John and company, 14/1, Taxes, Washington. Write a positive response to this business status inquiry letter. (Favorable reply to the inquiry letter given in specimen).[10] Anna Trade International 54, Washington, New York Phone: 914554656 Fax: 099-9152752568 Date: November 31, 2013 Manager Mr. Michel Trading Agency 302, TUCSON AZ 85705 USA. Subject: Reply to financial status inquiry of John and company, 14/1, Taxes, Washington. Dear Sir, Thank you for your letter of November 28, 2013. We have regular and satisfactory business relation for long time with John and company, 14/1, Taxes, Washington about whom you have sought information. They are doing business in this line since long ago with utmost sincerity and honesty. Their financial capability and business goodwill are highly appreciable. Their business dealings and payment records with us during the last several years can be held in high esteem. You can supply them goods worth 1300$ on credit in a single consignment without any hesitation. We feel proud to provide information about the firm and we think our confidence on this firm will never be misplaced. Expecting your business success. Thanking you. Sincerely yours. (Mr. Jonson)
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    COMMS REVISION [email protected] QUESTION Contents orelements of reply letter to business status inquiry letter. [10] The particular answer business standing inquiry letter can be sometimes positive as well as negative. Regardless of the characteristics associated with response is actually, its full of a number of normal information as well as unique positive as well as negative view. This items are likely to be a part of an answer to business standing inquiry letter:  Acknowledging this notice from the inquirer. This means, acclaim with the notice associated with request should be mentioned.  Name, address along with points with the corporation regarding which usually information is actually provided.  Giving certain information as questioned through the inquirer. Data delivered should be appropriate in addition to applicable whether it’s positive as well as negative.  The particular replier must not fit his or her own assumptions while using the information.  Any affirmation producing this intention to never take any legal responsibility resulting from long term orders while using the likely shopper.  Requiring this enquirer to keep up secrecy with the information delivered.  Offering warranty associated with providing additional help out with long term.  Producing ache if the information delivered is going from the possible shopper.  Making use of basic in addition to unambiguous words and phrases in addition to paragraphs.  Wanting inquirer’s business success along with thank you.  Mentioning this name, location in addition to address with the information provider
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    COMMS REVISION [email protected] QUESTION Quotation letter[10]  A letter of quotation is any letter written in reference to the price of a service or product.  A formal statement of promise (submitted usually in response to a request for quotation) by potential supplier to supply the goods or services required by a buyer, at specified prices, and within a specified period. A quotation may also contain terms of sale and payment, and warranties. Acceptance of quotation by the buyer constitutes an agreement binding on both parties.  This could range from a customer or client requesting or accepting a quote, to the supplier or service provider sending the quote amount.  Either of these letters could be headed as a letter of quotation.  For example you would write a letter of quotation to a ventilation company explaining your situation and requesting a quote to complete the job.  Because money is likely to be exchanged it is important for both parties to be clear about the service or product in question and the terms of the agreement. Letter of Quotation Request Sample DESU, HEAD OFFICE 9/2, Surya Kiran Building, New Delhi (India). 25/02/2016 M/s Popular Cables, C-12/5, Sadar Market, Delhi (India). Dear Sir, You have previously supplied us cables and we should be glad if you would now quote for the items named below, manufactured by Saru Cables. The cables we require are listed in your Catalogue no. 24 and 38. Catalogue No. Dimensions No. 28...................3/2 No. 36.................3/41 No. 27.................7/20 No. 40.................1/40 Prices quoted should include packing and delivery at the above address. While replying please state (i) discount, (ii) mode of payment, (iii) date of delivery Yours faithfully, K. Madan (Manager)
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    COMMS REVISION [email protected] Letter ofQuotation to Customer Sample POPULAR CABLES C-17/7, Sadar Market, Delhi. 28/02/2016 DESU Head Office, 9/1, Surya Kiran building, New Delhi. Dear Sir, With reference to your inquiry of 19th Oct. 1996 for further supply of our cables, we are pleased to quote at follows: Cable Dimension $s. Per Cable 3/2...................... 178 each 3/41.................... 120 each 7/20.................... 238 each 1/40.................... 140 each These prices include packing and delivery charges. We can deliver from our stock and will allow you a discount of 100% but only on items in quantities of 200 or more. In addition, there shall be a cash discount of 5% on total cost if payment were made within 45 days from the date of invoice. We hope you will find these terms satisfactory and look forward to your order. Yours faithfully Satrajit Jana (Manager) QUESTION Order letter [10]
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    COMMS REVISION [email protected]  Isa document that confirms the details of a purchase of goods or services from one party to another?  Also known as a purchase order or PO, begins the paper trail of a specific purchase.  The objective is to provide the vendor with detailed instructions for fulfilling an order.  It also serves as a legal record of the transaction and, consequently, should be written with care.  It usually includes more information about what you are ordering, like quantity, model number, or color, the payment terms, and the matter in which the products are to be shipped.  When the recipient receives this letter, they will process the order and send the merchandise. . What are main points of a good order letter? Mention the circumstances under which an order letter needs reply. An order letter needs to be correct, complete and definite so that the reader may fill it exactly. Incompleteness or errors may mean further correspondence, shipping delays, complicated billing, repacking and reshipping and loss of business. Therefore, a good order letter should: 1. Include full details of quantities, prices, colors, sizes etc. 2. Quote catalogue number if any. 3. State the requirements as to delivery – date, place, mode of transport etc. 4. Confirm the terms of payment agreed in preliminary negotiation. 5. Refer to the enclosure of cheque, pay order or draft or samples or colour of material if any. Replying of Orders: Ordinarily order letters need to reply. But replies should be written under following circumstance. 1. When a customer requests for acknowledgement in confirmation of the order. 2. When an order is incorrect incomplete or vague. 3. When an order cannot be complied with. 4. When extra time is needed to fill the order. The letter that is written by a potential buyer to the seller requesting him to deliver goods is known as order letter. By writing inquiry letters, buyers can collect necessary information about the price, quality of goods and terms of sale. If the buyer finds the quoted price, quality of goods and terms of sales satisfactory, he places an order to supply goods in his address. The seller delivers the good according to the buyer’s order. In modern time, sellers supply printed orders forms to the customers and customers place orders by filling up those printed order blanks. In this case, the printed order sheet or blank is considered as the order letter. QUESTION Factors to Be Considered In Writing Order Letter or, Contents of Order Letter [10]
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    COMMS REVISION [email protected]  Throughorder letter, the potential buyers request the suppliers to deliver goods to them.  In modern time, printed order blanks or purchase order forms supplied by the seller are typically used for placing orders.  However, in absence of order blanks and purchase order forms, order letters are written.  Such letters contain three major categories of information: 1. Information about the items being ordered; 2. Information relating to shipping; and 3. Information relating to payment. 1. Information about the items being ordered: An order letter must contain full particulars of goods ordered. Such information include the followings:  Product name  Brand name  Quantity  Catalog number  Model number  Color  Size  Weight  Unit price 2. Information relating to shipping: Shipping information is very important. In absence of shipping information, there can arise misunderstanding between buyer and seller. Shipping information may include the followings:  Desired receipt date;  Desired shipping location; and  Mode of shipping (rail, road, or waterways). 3. Information relating to payment: Mode of payment of prices for the ordered items must be clearly indicated. The seller will accept the order letter only when both of them come to a common ground relation to payment of price. Payment information include the following:  Mode of payment (cash, cheque, draft)  Payment data The above stated factors are usually included in order letter. However, the buyer can include any other instruction or element if he thinks necessary. QUESTION Write an order letter [10] Starting to Write
  • 68.
    COMMS REVISION [email protected]  Politelythank the buyer or client for their custom.  Briefly outline the details of the transaction, such as the item model name, color etc, the name of the buyer or client, their address if relevant, and the medium of payment. This is essentially a summary of the order to reassure the recipient that everything is going smoothly.  Provide contact information so the recipient can get in touch if there’s a problem. Letter of Order Sample Mancini Kitchen Equipment Troy D. Mancini 4220 Straford Park Harold, KY 41635 Dear Mr. Mancini, We would like to purchase twenty two (22) individual stand mixers (Model #43423), all in the color red. We would like you to charge this purchase to the preexisting account that we have with you, business account #543234. We hope to receive this order no later than Friday, November 11th, 2009. Attached to this letter please find our preferred shipping method and receiving address. Please confirm that you received this order by calling us at 232-231-4563 anytime during business hours, Monday to Friday. Thank you for your cooperation Keller Kitchen Co. Letter of Order and Acknowledgment Sample Hello Victor,
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    COMMS REVISION [email protected] Thank youfor your recent purchase from Furniture World. The team are currently working on getting your item dispatched, and it should be with you within 5 working days. Order Details Order Number: 86675564 Mellow White Leather Sofa Price Inc Delivery: $754 Payment Method: Credit Card Delivery Address: 8561 Honey Pioneer Autoroute, Burnt House, Wisconsin, 53091-3064 Note: Because this is a large item you will need somebody to sign for the delivery upon arrival and to grant the drivers access to the property in order to position it somewhere convenient. If you should have any problems or queries about this order please contact customer support on (534) 872-9133, or via email at [email protected] All the best, Furniture World QUESTION Write a delivery letter [10]
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    COMMS REVISION [email protected] The _______ (designation), _______________ (company). Subject:Acknowledgement Letter for Receiving Goods Dear Sir, This letter has been written to inform you, that I acknowledge the receiving of goods by your company. The slip and invoice has been checked. All the goods are passed from the session of checking and no defect have been found. The number is items is proper and without any doubt. Under signatory is grateful for your punctuality. Warm Regards, Name:________ Signature:_______ Designation:_______ Date:_________ QUESTION Collection letter [10]  Letters written for realizing payments from the debtors are known as collection letters.
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    COMMS REVISION [email protected]  Theneed for writing collection letters arises from credit sales.  Selling on credit is a traditional business policy that enhances volume of sales.  Under the credit sales policy, the sellers allow the customers a definite period for payment of dues.  However, sometimes the buyers make unexpected delay in paying their dues.  Even, some custom stances, the sellers write letters reminding and requesting the customers to pay the due bills.  Instead of sending one letter or repeated copies of the same letter, credit departments send a series of letters.  “Collection letters ask customers to pay for the goods and services they have already received.”  “Collection letters are used by an organization to entice its charge customers to pay an outstanding charge-account balance.”  Collection letters are written in a series. When collection letters are written in a series beginning with a simple reminder and end with a warning letter indication legal action the dues promptly by retaining the customers with the company. Features of collection letter Collection letters possess some distinct features that differentiate them from other business letters. Some of the features of collection letter are as follows: 1. Parties involved: Buyer who buys on credit and seller are involved in collection letter. Seller writes this letter to the buyer for payment of dues. 2. Series of letter: Collection letters are written in a series. The series includes remainder letter, inquiry letter, appeal and urgency letter and warning letter. 3. Objective: The prime objective of writing collection letter is to realize the dues from the customers. 4. Governing principle: The governing principle of the letter is to collect the dues by retaining the customers with the company. 5. Referring the previous letter: When dunning letters are written in a series, every subsequent letter mentions the reference of immediate earlier letter. 6. Threat for legal action: The last letter of collection letter series warns the customer that the matter has been handed over to the lawyers for taking necessary legal action. 7. Sent through registered post: The seller sends collection letter especially, the lat letter of the series though registered with acknowledgement to avoid unnecessary delay, or missing of the letter or denial from the part of the customer. 8. Language: The letter is written by using friendly, persuasive but straightforward language. INITIAL COLLECTION LETTER Dear _____:
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    COMMS REVISION [email protected] This letteris a friendly reminder that payment on your account in the amount of $________ on your account was due on ________. If you have already sent us your payment, kindly disregard this letter. If not, please send us your payment promptly. Yours truly, FOLLOW UP COLLECTION LETTER Dear _____: This is our second reminder that payment on your account in the amount of $________ on your account was due on ________. We value your business and hope to keep you as a customer. However, we do require payment according to the terms of our invoices. Please send us your payment promptly. Yours truly, FINAL DEMAND COLLECTION LETTER Dear _____: This is our final reminder that payment on your account in the amount of $________ on your account was due on ________. If we do not receive payment in full by _____, we will submit your account for collection. Yours truly, Polite First Reminder Letter for a Good Customer Dear {client};
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    COMMS REVISION [email protected] You havebeen a valued customer for many years, and you have always been conscientious about paying your bills within the 30-day payment period. This is just a reminder that your payment of {amount} for invoice # {0000} has not been received by our office. If you forgot to mail us your payment, please send it today. If you have already mailed your check, please disregard this notice. As always, if you have any questions or problems feel free to contact us at {phone number} or {email address}. Sincerely, {Your Name} {Your Title} Collection Letter - First Notice 30 Days Late Dear {client}; We know that life can sometimes be difficult and staying on top of invoices is not always easy. That’s why we wanted to send you a friendly reminder regarding invoice # {000} in the amount of {$.00} that is currently past due. If you experienced an issue with your order, please do let us know. If you have any questions regarding this invoice, please call us at {phone} or contact us via {email}. We value your business and are here to help you. If your payment has already been submitted, we thank you and please disregard this notice. Sincerely, {Your Name} {Your Title} Collection Letter - Second Notice 60 Days Late Dear {client};
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    COMMS REVISION [email protected] We hopethat everything is going well for you and that you are enjoying the products that we provided. However, it has been two months now since we have received a payment and we are wondering if there is some sort of problem we can help you with. Have you already put a check in the mail to us in the amount of {$.00} for invoice # {0000}? If not, please give this matter your attention today, since we want to be able to extend you credit the next time you shop with us. Of course, if there is some sort of problem, know that you can contact us at {phone number} or {email} so we can help. Sincerely, {Your Name} {Your Title} Collection Letter - Third Notice 90 Days Late Dear {client}; We show your account has a past due balance of {$.00} Previous attempts to collect the balance have failed. Please call me immediately at {phone} to resolve the balance on your account and to avoid having invoice # {000} referred to a collection agency. Your prompt attention is required to resolve this issue. Sincerely, {Your Name} {Your Title} Collection Letter - Final Notice - Collections/Legal
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    COMMS REVISION [email protected] Dear {client}; Youraccount is now seriously past due. We have sent you numerous payment requests and still have not received your past due payment in the amount of {$.00}. Please remit {$00} from invoice # {000} within three days or your account will be closed, any outstanding orders will be cancelled, and this matter will be referred to a collection agency. Please call me within the next three business days at {phone} so that we may discuss how to resolve this quickly. Sincerely, {Your Name} {Your Title} QUESTION Claim letter [10]
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    COMMS REVISION [email protected] CLAIM LETTER When affected buyer writes a letter to the seller raising complaints and demanding compensation, it is known as clam letter.  Generally, a losing buyer writes claim letters to the seller.  However, sometimes the buyer writes the letter to the transportation authority if any damage is caused by their negligence.  Again, seller or transportation authority may also write claim letter to the buyer claiming their demand.  , “A claim letter is a message designed to inform its recipient about the writer’s dissatisfaction with a product or service.”  “A claim letter is a request for adjustment. When writes ask for something to which they think they are entitled refund, replacement, exchange, payment for damages and so on the letter is called a claim letter.” Mode of claims or Type of claims Although claim letters are written for possible compensation or adjustment but the mode of claims asked for are not always same. Depending on the nature of damage or loss, the buyer can claim one or more of the followings:  Partial or full refund of purchase price of the product or service.  Future delivery of the products with correct items.  Replacement of defective products.  Repair of the damaged products.  Reduction in the price.  Credit the amount to purchase account.  Cancellation of order or portion of order.  Rescheduling the payment installments.  Correction of error in bill. Making a Claim Unfortunately, from time to time it is necessary to make a claim against unsatisfactory work. This example business letter provides a strong example of a claim letter and includes important phrases to express your dissatisfaction and future expectations when making a claim. QUESTION What are contents of claim letters?[10]
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    COMMS REVISION [email protected] A dissatisfiedparty may either discontinue business contact or may complain through a claim letter. The former option can never be recommended. Complaint is basically unpleasant, therefore, should be based on the following points: 1. Statement of claim, supported by facts and figures. 2. Indication of loss and inconvenience. 3. Request for explanation of the cause. 4. Emphasis on quick action. 5. Suggestion for reasonable adjustment. 6. Courteous and non-accusatory words. Adjusting a Claim Even the best business may make a mistake from time to time. In this case, you may be called upon to adjust a claim. This type of business letter provides an example to send to unsatisfied customers making sure that you address their specific concerns, as well as retain them as future customers. QUESTION M/s. Anna cloth store, House no. 07, Road no. 14 North 302, TUCSON AZ 85705, USA has purchased 2000 meters of suit cloths with a total cost of 12000$. from Michel enterprise. : M/s. Anna cloth store has returned the shipment as quality does not match with the order specification.
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    COMMS REVISION [email protected] Write aclaim letter to the manager, Michel enterprise, 20, Kualampur, Malaysia, Claiming full refund of the purchase price. [10] M/s. Anna cloth store House no. 07, Road no. 14 North 302, TUCSON AZ 85705, USA November 27, 2013 Manager Michel enterprise (Wholesaler of quality fabrics) 20, Kualampur, Malaysia Dear Manager, On November 07, 2013 we purchased 2000 meters suit cloths. The quality of your shipment does not match with our order specification. Since the use of low quality cloth will damage our business goodwill, we have returned your shipment along with a request for cash refund of 12000$. We believe that your company has deep concern for its customers. We are also convinced with the earlier dealing of your company. Refunding the money within the next 10 days will be highly appreciated. We are looking for future business. Sincerely, (Mr. Jonson) Purchase Manager QUESTION
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    COMMS REVISION [email protected] The BangladeshCommerce College, Road No 7, Uttara, Dhaka has purchased some books from Jamuna Publishing Pvt. Ltd. Bangla Bazar, Dhaka. The publisher has sent older edition of the books. Write a claim letter for replacing the books with the new edition.[10] The Bangladesh Commerce College ESTD. 1992 Road No. 7, Uttara, Dhaka. Phone———————— November 25, 2013 Manager Jamuna Publishing Pvt. Ltd. Bangla Bazar, Dhaka Dear Sir, In response to our November 10, 2013 order letter, you have sent the ordered books. You delivery has reached to us on November 20, 2013. We have got all the books. But you have sent the older edition of some books. Books of older edition are being returned. We are requesting for replacing the books with 2013 edition. Your replacing the books soon will be appreciated Sincerely (Mr. Jonson) Principal QUESTION Suggestions for improving the effectiveness of claim letter | Characteristics of good claim letter. [10]
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    COMMS REVISION [email protected] A claimletter possesses the general qualities of a good commercial letter like completeness, conciseness, use of easy and simple language etc. however, a good claim letter is one that has the following characteristics: 1. Fair claim: An effective claim letter contains a realistic, fair and honest claim or request. If the buyer makes any unfair claim, it proves his dishonesty. As a result business relationship between buyer and seller may end. 2. Showing confidence upon the seller: The buyer should be confidant that seller will accept his claim. Such confidence will motivate the seller to settle the claim with due consideration. 3. Free form anger: An effective claim letter never shows anger to the recipient. Anger or antagonism reduces the chance of getting compensation. 4. Inclusion of facts courteously: A good claim letter states all relevant facts logically. Courteously and impersonally. It includes neither exaggerated nor irrelevant facts. 5. Definite request: An effective claim letter makes a definite request. Such request may be of the followings: o Replacement of the product or service. o Partial or full refund of the purchase price of the product or service o Replacement of shipments o Cancellation of an order or part of the order o Correction of an error in bill 6. Free from guess and opinion: It is unwise to guess or to give opinion holding any specific person responsible for the damage. The letter should be written impersonally and the charge of detecting the responsible persons should be given to the seller. QUESTION Complaint letter [10]
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    COMMS REVISION [email protected]  Acomplaint letter advises the reader of an error in a business transaction or a defect discovered in a consumer product or service. The objective is to provide detailed information regarding the error or defect and to serve as a legal document recording the writer's claim and the corrective action or adjustment being requested. Keep in mind that your reader is a trained customer service professional and not very likely to be the person responsible for the error or defect. Rather than being angry, use a firm but courteous tone when stating a complaint. Remember, you want results, not a fight. The scope of a complaint letter should include only those facts that validate your claim and a request that corrective steps be taken. It may also detail the options that you are willing to accept in satisfaction of the claim. The letter written for this purpose is known complaint letter.  In business, occurrence of mistakes is common and natural even though the parties are causations and careful. Some of the customary mistakes are supplying low quality products, charging high prices, low quality packaging, damage of products due to poor packaging etc. so complaint letter is drafted by the buyer mentioning the mistakes occurred or claiming for the damage to the seller or to the transportation authority. Cause of drafting complaint letter After placing orders, customers expect that sellers will deliver the products accordingly. If the seller fails to do so, customers write complaint letter. Such letter is usually written for the following reasons or causes:  Merchandise not received.  Part of the merchandise not received  The merchandise received was not received  Delivery of defective products  Goods received in a damaged condition  Quantity of good is not what was ordered  Goods delivered to wring address  Delivery of goods is delayed  Impoliteness of office staff of the seller  Delivery of mix-up products  Clerical or book keeping errors  Mistakes in the bill  Charging high price  Price included for goods returned  Reminders for payment of bill already paid  Poor quality of packaging  Faulty insurance coverage  Missing of products during transportation  Carelessness of transportation authority  Ignoring the provisions regarding brokerage, commission and discount QUESTION Factors to be considered while drafting complaint letter [10]
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    COMMS REVISION [email protected] A complaintletter should be written in a polite and considerate way by incorporating the following factors or elements: 1. Specific cause of complaint: In a complaint letter, the customer should mention the specific cause of complaint. This will help the seller to understand his fault and to take necessary step for adjustment. 2. Nature of loss: Complaint letter must specify the nature and extent of damage caused in terms of money, loss of sales, loss of service or goodwill. 3. Amount of loss: If any financial loss has to fault to the seller or transport authority, actual amount of loss should be mentioned with supportive documents. 4. Possible remedy: A complaint letter should clearly indicate the probable remedies for setting the complaint. 5. Avoiding assumptions: In the letter, the buyer should include only the actual event. There should not be any assumption on the part of the buyer. 6. Courteous language: Language of complaint letter should be simple, easy, courteous and friendly. However, its tone should be straightforward. 7. Documentary proof: Sufficient documents should be enclosed as proof of complaint. Without necessary documents, the letter may have no value to the recipient. 8. Controlling anger: Though anger is a natural reaction of the affected buyer, it is not wise to express anger. Rather, the buyer should make the complaint in a respectful and considerate way. 9. Art of presentation: Complaint should be made artfully. That is the buyer should raise the complaint in a way that does not hurt the seller. Artful presentation requires raising the complaints passively rather than directly. 10. Mentioning preventive measures for future: For preventing the mistakes in future, the buyer can suggest the seller some alternative course of actions. QUESTION M/s. Anna Food Products Ltd. has placed an order on December 05, 2013 to Mr. Michel Flour Mills Ltd. For 2000 bags of flour to be sent within December 15, 2013. Mr. Michel Flour Mills has accepted the order but the delivery of shipment was delayed for 3 (three)
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    COMMS REVISION [email protected] days, drafta complaint letter to the Manager, Mr. Michel Flour Mills Ltd. 10, Washington, New York, for the delay. [10] M/s. Anna Food Products Ltd. 302, TUCSON AZ 85705, USA December 20, 2013 Manager Michel Flour Mills Ltd. 10, Washington, New York Dear Manager, We have placed an order on December 05, 2013 for 2000 bags of flour to be sent within December 15, 2013. You have sent an order acknowledgement letter and promised to deliver the shipment within the stipulate time. But it is unfortunate that the actual delivery was delayed for 03 (Three) days. Due to your delay in sending the shipment, we could not maintain promise with our customers. Recurrence of this problem will force us to business elsewhere. We expect that you will take the matter seriously and will take necessary step to prevent its recurrence. We are looking for future business. Thanking you, (Mr. Jonson) Manager QUESTION
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    COMMS REVISION [email protected] M/s. Annaenterprise, House no. 07, Road no. 14 North 302, TUCSON AZ 85705, USA, is the seller of high quality local and foreign furniture for home and office. It has purchased 100 nos. office desks from Michel furniture Ltd. Kualalampur, Malaysia, on February 10, 2013. After receiving the shipment, some of the desks were found defective. Write a complaint letter to the manager of Michel furniture Ltd.[10] M/s. Anna enterprise House no. 07, Road no. 14 North 302, TUCSON AZ 85705, USA February 25, 2013 Manager Michel furniture Ltd. Kualampur, Malaysia. Dear Manager, We have purchased 100 nos. of office desks on February 10, 2013 and the shipment reached to us on February 22, 2013. After inspection of the shipment, we have found 20 (Twenty) defective desks. Sale of the defective desks will have a negative impact on our reputation. Therefore, we have kept those desks in the storeroom. We believe that it was an inadvertent mistake and you will take necessary step to stop its recurrence. We are waiting for your decision regarding the defective desks. Thanking you, (Mr. Mr. Jonson) Manager QUESTION
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    COMMS REVISION [email protected] Adjustment letter[10]  Adjustment letter is a reply letter to the buyer’s complaint or claim.  In other words, when seller or transportation authority writes letter in response to the complaint or claim letter of the buyer, it is known as adjustment letter.  This letter informs the customer either acceptance or rejection of their complaints and claims. Acceptance of the claims may take different forms such as simply regretting for the mistakes, or making correction to the mistakes through payment of compensation. Reply to complaint letter plays a vital role in enhancing the goodwill of a company and maintaining relationships with the customers.  “An adjustment letter is the reply to a compliant or claim letter”.  Finally, we can say that an adjustment letter gives answer to the customer’s claim letter. Though this letter, the seller notifies the customer whether his claim is granted or rejected. Since this letter settles the claims of the customers, it is also termed as letter of claim settlement. This letter helps to build and maintain goodwill with the customers.  An adjustment letter is a reply to a complaint (claim letter).   It is better to make adjustment than to risk losing a customer.  Complaints should not be discouraged, because (1) they provide a means of discovering and correcting poor service, and (2) They provide an opportunity to win back goodwill. Analysis of Complaint: In dealing with a complaint all related facts should be investigated to determine (a) whether the complaint is justified and (b) whether, and how, adjustment is to be effected. Justification of Complaint: Experience proves that most of the complaints are justified. They are usually a result of fault on the part of the seller or third party (transporter, etc.). A complaint is considered unfair when buyer is at fault and the request is for undue advantage. Grant of Adjustment: A justified complain needs proper adjustment, e.g., refunding money, replacing merchandise, performing additional service, admitting fault and assuring care in future, and taking rightful action against third party responsible for the damage. Proper explanation is necessary if buyer is at fault or complaint is based on misunderstanding. Adjustment Principles:
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    COMMS REVISION [email protected] 1. Answerpromptly to avoid further complaint. When immediate adjustment is not possible, an acknowledgement letter assures that the complaint is being conserved. 2. Give the customer the benefit of doubt by assuming that the customer is right, unless the facts prove him/her wrong. 3. Accept blame gracefully when it is justified: to beg pardon or be unnecessarily humble is considered poor acceptance that may result in loss of goodwill. 4. Be diplomatic, especially when the addressee is at fault or complaint is based on misunderstanding. A diplomatic writer can say anything without insulting the reader. Organizing the Adjustment Letters: The ideas in an adjustment letter are ordinarily arranged as follows: 1. Conciliatory Statement:  Expression of regret even if the customer is at fault or appreciation for having been informed is an effective start of an adjustment letter. 2. Explanation of Facts:  Explaining the facts relating to complaint, clarifying the position in case of misunderstanding or indicating the customer’s fault (if any) should be the next step. 3. Statement of Adjustment:  Grant of the adjustment (if any), suggesting a substitute for requested adjustment (when it cannot be granted) or a mere acceptance of fault with assurance of taking care in future, should be stated as the third step. 4. Statement of Goodwill:  A last paragraph may be added (if appropriate) for rebuilding of goodwill and renewal of business relations. QUESTION
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    COMMS REVISION [email protected] Factors tobe considered while drafting Adjustment Letter Or, Contents of Adjustment Letter [10] In drafting adjustment letter, the following points should be kept in mind so that in can convince the affected buyer: 1. Acknowledging the claim letter: At the begging of the adjustment letter, seller should acknowledge the claim letter of the customer and thank the customer for pointing out the mistakes. 2. Regretting for mistakes: Reply letter should regret for the mistakes and inconvenience of the seller sincerely. If the seller is definitely at fault, he can apologize by saying,” I am sorry”, “We apologize” etc. 3. Immediate reply: After receiving the complaint from the buyer, the seller should give its reply immediately. Delay in reply may create further arrogance. 4. Granting immediate promise: If the customer demanded for something specific like a refund or replacement, the seller should grant the promise immediately. 5. Assuring preventive measures: After receiving the claim from the customers, preventive measures taken by seller should be indicated. Seller must also assure the customer that he will not face any such inconvenience in future. 6. Offering further cooperation: In order to promote goodwill of the company and sustain relationship with customers, the seller should offer further cooperation and assurance of satisfaction. 7. Convincing customer: If the claim of the customer is unfair, unreasonable and unjust, the seller should not react violently. Rather, he should convince the buyer to consider the matter from the seller’s angle. 8. Courteous and friendly language: The language of adjustment letter must be courteous and friendly. Such language will cool down the anger of the buyer.
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    COMMS REVISION [email protected] QUESTION Memorandum [10] Whatis memo or memorandum?  Memorandum is popularly known as memo.  The literal meaning of the word memorandum is a note to assist the memory.  Memos are the written internal communication means for exchanging information relating to day-to-day functions within the organizations.  “Memorandum is a form of letters written inside the business”.  “Memos are used to communicate with other employees, regardless of where the employees may be located in the same organization.”  “Memo is a written communication form one person to another (or a group of people) within the same organization.”  So, memorandum or memos are an internal short note or letter in which information exchanged among superiors and subordinates or same potion of employees in the organizational structure. Advantages of memo We know memorandum serves various purposes. it is a common means of writer, communication within the organization. The main advantages of memos are discussed below: 1. Time saving: We can see that may organizations use printed memo. As it is usually printed, it takes less time to draft it. 2. Less formality: No formality is necessary in drafting a memo, usually inside address, salutation and complimentary closing is omitted in it. 3. Maintenance good relationship: It can help to maintain the good relationship among the boss and subordinates, because the bossing attitude is absent here. 4. Low cost: The cost of communication through a memo is less than those of others. 5. References: Memo is a written document. So, it can be used for future references. 6. Inform the decisions and actions: The main objective of memo is to inform the decisions and actions. For this purpose, it should be written by the higher authority. 7. Request the decisions and actions: The objective of memo is to request the decisions and actions. For this objective, it may be drafted by the sub-ordinate. 8. Provide information: Another important objective of the memo is to provide information form one level to another within the business. 9. Remind someone of action: Memo is also written to remind someone of action, if requires. 10. Others: Issuing orders and instructions, providing response, providing suggestions, presenting informal report, solving problems.
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    COMMS REVISION [email protected] Disadvantages ofmemo There are few limitations or Disadvantages of memos they are: 1. Limited application: It is not widely used means of communication. Memorandum is mainly used in business firms. It maintains communication only among the employees of the same firm regardless of distance. 2. Time consuming: It takes time to be sent to a distant branch or office. 3. Expensive: As usually a memo is a per-printed form, it is expensive than other means. Sometimes huge printed memos remain unused. 4. Lack of formality: It provides only informal communication. 5. Lack of explanation: Memo is written in a short form. So the meaning of it may not be cleared to the reader. 6. Less important to the reader: As it is an informal means of communication, it can be less important to the reader. 7. Not suitable for illiterate people: Office memo is a one kind of written communication. So, illiterate people are not able to read and understand it. Guidelines for writing effective memos or drafting memos In order to make interoffice communication easier, please adhere to the following guidelines for Writing effective memos: 1. Summarize the conclusions in the introduction paragraph 2. State the basis for conclusion in the introductory paragraph 3. Begin each subsequent paragraph with a thesis statement 4. Support the thesis statement in the body of the paragraph 5. Be concise 6. Know the audience 7. Avoid jargon 8. Stay objective 9. Use active verbs 10. Anticipate counterarguments 11. Provide “road signs” as needed 12. Cite the sources 13. Number the pages 14. End with a concluding paragraph
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    COMMS REVISION [email protected] QUESTION Different Partsof a Memo [10] 1. The title “MEMO” or “MEMORANDUM” 2. The Heading:  TO: [Reader’s name and job title]  cc: [List others who are receiving copies]  FROM: [Your name and job title]  DATE: [Day, month, and year, spelt out]  SUBJECT: [Topic of the memo] o To: The name of the person or persons to whom the memo is being sent. o cc: The name of person(s) receiving a copy (if appropriate) o From: The name of the sender. o Date: The date of writing memo is also important to take action in time. o Subject: Short information of the memo. o The subject is a brief statement telling what the memo is about. o The subject line is not a complete sentence but rather a concise phrase which indicates some specific information. o In section ‘To’, a courtesy title – Miss, Mrs., Mr., Dr. is often included. o But in section ‘From’ the write does not use a courtesy title. 3. The message or body:  Message is the main body of a memo.  The message contains the following matters: (a) Introduction: The message represents the main idea in the first paragraph. It is called the background of the information. It should contain these key components of a business letter: an opening that clarifies why the memo is being sent; - (b) Details: In the second paragraph you should write details about information to support the introduction. It should be logical and separate into paragraph. Details that are needed for understanding or support of what is being presented or asked. - (c) Response: It is called the action statement. In this paragraph you should state: action you want to reader to take, Action you will take, Action that you are requested to take, Dead line etc. Make clear what action is requested. 4. The Reference Initials  Typed initials at the bottom of the page should be used to indicate who typed the memo if that person is different from the person writing it. 5. Notations/ attachments
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    COMMS REVISION [email protected]  Ifthere is an attachment, it should be noted at the bottom of the page in the notations part.  If you refer to graphs, charts, policies, reports, minutes or other business documents in your memo, attach them to the back of the memo.  Include on the memo page a note at the bottom that one or more documents is attached. 6. Your initials or Signature  The person sending the memo should write his/her initials over or next to his/her name in the ‘From’ part of the heading to document that it really came from him/her; or, alternatively, the person may sign the memo at the bottom beneath the message. - MEMO TO: Kelly Anderson, Marketing Executive FROM: Jonathon Fitzgerald, Market Research Assistant DATE: June 14, 2025 SUBJECT: Fall Clothes Line Promotion Market research and analysis show that the proposed advertising media for the new fall lines need to be reprioritized and changed. Findings from focus groups and surveys have made it apparent that we need to update our advertising efforts to align them with the styles and trends of young adults today. No longer are young adults interested in sitcoms as they watch reality televisions shows. Also, it is has become increasingly important to use the internet as a tool to communicate with our target audience to show our dominance in the clothing industry. Internet Advertising XYZ Company needs to focus advertising on internet sites that appeal to young people. According to surveys, 72% of our target market uses the internet for five hours or more per week. The following list shows in order of popularity the most frequented sites:  Google  Facebook  Myspace  EBay  iTunes Shifting our efforts from our other media sources such as radio and magazine to these popular internet sites will more effectively promote our product sales. Young adults are spending more and more time on the internet downloading music, communicating and researching for homework and less and less time reading paper magazines and listening to the radio. As the trend for cultural icons to go digital, so must our marketing plans. J.F
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    COMMS REVISION [email protected] QUESTION Contents ofa CV [10] Contents of resume: Contents and layout of resume or curriculum vitae vary widely. There is no single best way to write resume. However, a factual and effective resume usually contains the following contents: 1. Opening section: Opening section of a resume generally includes following two items: o Identifying information: Identifying information includes name, contact address (both present and permanent), e-mail address and telephone number of the applicant. o Career objective: A modern resume includes a statement of immediate and long- term career objective of applicant. This statement helps the employer to evaluate what type of job the applicant likes. Career objective also helps the employer to categorize the applicants. 2. Education or academic qualification: This section of resume contains a list of degree achieved along with name of the in situation granting the degree, year of obtaining the degree, courses taken, position obtained etc. 3. Work experience: In this section, a list of employment and description of work experience are incorporated by following a reveres chorological order. It mentions employer’s name and location, duration of employment and position held. 4. Achievements and awards: This section includes school and community memberships, offices held, honors, publications, language skills etc. of the applicant. 5. Personal data: Personal data include applicant’s age, religion, gender, nationality, marital status, hobby, height, date of availability etc. 6. Reference: Most resumes mention references from which the employer can seek information about the applicant. Generally, name of the former employers and teachers are mentioned as reference.
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    COMMS REVISION [email protected] QUESTION REPORTS [10] A document containing information organized in a narrative, graphic, or tabular form, prepared on ad hoc, periodic, recurring, regular, or as required basis. Reports may refer to specific periods, events, occurrences, or subjects, and may be communicated or presented in oral or written form.  Are fixed format documents. They are written as a result of instructions given to someone to investigate and report on a problem.  A report is written for a clear purpose and to a particular audience. Specific information and evidence are presented, analyzed and applied to a particular problem or issue.  The information is presented in a clearly structured format making use of sections and headings so that the information is easy to locate and follow.  When you are asked to write a report you will usually be given a report brief which provides you with instructions and guidelines.  The report brief may outline the purpose, audience and problem or issue that your report must address, together with any specific requirements for format or structure.  This guide offers a general introduction to report writing; be sure also to take account of specific instructions provided by your department. Purposes or Objective of Business Reports Reports are the primary means of communication in organization. In large-scale organizations, there is no alternative to use reports. Reports also play an important role in small-scale organizations. Some points highlighting the purposes or objectives or important of business report are presented below- 1. Transmitting Information: Business report is very important for transmitting information from one person to another or form one level to another. Although a manager can personally collect required information in a small scale enterprise, it is not possible in the context of a large scale organization. In the latter case, the managers rely on reports for obtaining necessary information. Interpretation and Explanation of event: Report provides interpretation and explanation of information. As a result, readers can easily understand it. 2. Making decisions: A report is the basic management tool for making decisions. The job of a manager is nothing but making decisions. Reports supply necessary information to managers to solve problems. 3. Communication with external stakeholders: In addition to internal use, reports also communicate information to the external stakeholders like shareholders, creditors, customers, suppliers, government officials and various regulatory agencies. In the absence of formal business report, such stakeholders would remain at dark about the organizations. 4. Development of information base: Reports also contribute to the development of information base in organization. It develops information base in two ways. Firstly, day to day information is recorded permanently for writing reports. Secondly, the written reports are
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    COMMS REVISION [email protected] preserved forfuture reference. In these ways, reports help in developing a strong and sound information base. 5. Developing labour management relationship: Reports also help to improve labour management relationship particularly, in large organizations. In a large organization, there is little opportunity of direct communication between top-level management and employees. In this case, report is used as mechanism of keeping both sides informed about each other and improving their relationships. 6. Controlling: Controlling is the final function of management. It ensures whether the actual performance meets the standard. In order to perform the managerial function of controlling, report serves as a yardstick. It supplies necessary information to impose controlling mechanism. 7. Recommending actions: Reports not only supply information but also recommend natural actions or solutions to problem. When someone is given the charge of investigating a complex problem and suggesting appropriate remedy, the investigator usually submits a report to the concerned manger. Above discussion makes it clear that reports are the commonly used vehicles that help managers in planning, organizing, staffing and controlling. In a nutshell, report is indispensable for carrying out the management functions. Report is the nerve of an organization that circulates information. The major purposes of reports are to -: • Inform • Record facts • Persuade • Help in decision making • Recommend action Reports are widely used in organisation for making decisions: 1. They should be based on careful research. 2. Clearly and logically written in an objective, impersonal style. 3. Constructed with the appropriate sections. 4. Well presented with high readability. 5. Written with a specific audience in mind. Characteristics of Report  Complete and Compact Document: Report is a complete and compact written document giving updated information about a specific problem.  Systematic Presentation of Facts: Report is a systematic presentation of facts, figures, conclusions and recommendations. Report writers closely study the problem under investigation and prepare a report after analyzing all relevant information regarding the problem. Report is supported by facts and evidence. There is no scope for imagination in a report which is basically a factual document.  Prepared in Writing: Reports are usually in writing. Writing reports are useful for reference purpose. It serves as complete, compact and self-explanatory document over a long period. Oral reporting is possible in the case of secret and confidential matters.  Provides Information and Guidance: Report is a valuable document which gives information and guidance to the management while framing future policies. It facilitates planning and decision making. Reports are also useful for solving problems faced by a business enterprise.
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    COMMS REVISION [email protected]  Self-explanatoryDocument: Report is a comprehensive document and covers all aspects of the subject matter of study. It is a self-explanatory and complete document by itself.  Acts as a Tool of Internal Communication: Report is an effective tool of communication between top executives and subordinate staff working in an organization. It provides feedback to employees and to executives for decision making. Reports are generally submitted to higher authorities. It is an example of upward communication. Similarly, reports are also sent by company executives to the lower levels of management. This is treated as downward communication. In addition, reports are also sent to shareholders and others connected with the company. It may be pointed out that report writing / preparation acts as a backbone of any system of communication.  Acts as Permanent Record: A report serves as a permanent record relating to certain business matter. It is useful for future reference and guidance.  Time Consuming and Costly Activity: Report writing is a time consuming, lengthy and costly activity as it involves collection of facts, drawing conclusion and making recommendations. CHARACTERISTICS OF A REPORT  They have clearly defined sections.  They are based on facts.  They are used for making decisions.  They often give detailed technical information.  They should be set out in a highly readable way.  They should be written in a formal, impersonal style.  They are often accompanied by a letter of transmittal. This letter records that the work has been done. .
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    COMMS REVISION [email protected] QUESTION TYPES OFREPORTS:[10] • Informative report (stresses about facts) –give the facts of a situation. The writer will also stress the procedures • Investigative Reports (gives results of an investigation and recommends action) – are written because the writer has been instructed to investigate the problem, draw conclusions from the facts and recommendations. The writer for example has been asked to investigate the causes of the factory fire, draw conclusions and recommendations • Feasibility Reports (examines whether something can be done or not and recommend action) are related to investigation reports. They are written because someone has been instructed to investigate whether something can or should be done or not. • Evaluative reports – investigation and feasibility reports evaluate the facts. • Technical reports – contains large amounts of technical information. Information often set in tables, graphs e.tc • Interim reports - Are written to inform managers of the progress of a project. PROGRESS REPORTS  Progress reports are common and critical documents in science and engineering.  The basic point of a progress report is to summarize the status, progress, and likely future for a particular project.  In a progress report you are often expected to commit to an exact schedule for the project completion, discuss the status of the materials being used and account for the money spent, and summarize concretely both the current findings and the predicted results. T  he professionalism of the progress report is often vital to the future of the project. Style for Progress Reports The following stylistic advice can be applied to most progress reports you write:  Include a working title and the words “Progress Report” at the top of the page.  Use section headings in the report to simplify both the writing and reading process.  Open the report with a “Scope and Purpose” section, where you give a condensed version of your future report’s introduction and objective.  Always include a section entitled, for example, “Progress,” which summarizes the work’s pace and progress and explains any snafus, dilemmas, or setbacks.  Always include a section entitled, for example, “Remaining Work,” which honestly assesses the work that must still be completed. Think right on the page in this section, posing questions, speculating meaningfully, exploring your options.  Always include a section that projects the expected results. Commit to a schedule for obtaining those results if possible.  If necessary, include a section in which you directly solicit advice from your teacher or advisor. Be forthright and professional about the nature of the advice you need.
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    COMMS REVISION [email protected]  Keepyour paragraphs short and focused—just a few paragraphs per section, typically.  Your tone can often be straightforward and familiar—therefore, as a rule, you can use “I” and “you” freely—but do not lapse into informality.  Avoid being overly optimistic, pessimistic, apologetic, cocky, or self-deprecating. RECOMMENDATION REPORT  A recommendation report proposes a solution to a problem or evaluates possible solutions and recommends one.  Before proposing or recommending a solution, the report needs to identify the problem. ACCIDENT REPORT All accidents are considered as incidents; however an accident report form focuses more on the injury whereas the incident report form is intended to focus on the cause and prevention of further occurrences. The Accident Report Form is in 2 parts. The first part is completed by the employee who suffered the accident, and the second part is completed by the supervisor. An accident report is an important tool used to document the accident and assist in investigating the cause. It also assists to develop procedures that may be put in place to prevent it from happening again. The supplied template calls on the employees, with the assistance of a manager, to fill in the first page details including:  employee details,  injury details- including date, time and expected time off,  medical treatment required, and  events leading up to the injury- this is important to gain the employees perspective of what actually happened. The second section of the form is to be completed by the manager and requires the manager to identify the following:  witness details,  how the accident happened, and  how a recurrence can be prevented. It is important to show outcomes of the investigation, and to document what actions can or will be taken to prevent another injury occurring in a similar scenario. The Manager should decide, or, if requested by employees, whether or not the accident should also be documented as an incident needing further investigation. This may well be the case depending on the cause of the accident and the possibility of it happening again due to job design, system or procedural faults needing additional investigation and control. Should your company decide to merge both the accident and incident form together into one document then the suitability of this should be assessed at senior management level to ensure that a detailed and documented approach to both matters is still achieved.
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    COMMS REVISION [email protected] COMPILING AREPORT: SCHEMATIC REPORT BODY OF REPORT • Introduction • Procedure for gathering • Conclusions (insight and implications) • Recommendations (the action to be taken) • Findings (the Facts) • Bibliography • List of references • Appendices THE PURPOSE • It is important to establish immediately the exact purpose of the report. Think of who is to read it, what is it intended to achieve and how it will be used. FORMAT OF A REPORT 1. COMPANY NAME 2. REPORT TITLE 3. TERMS OF REFERENCE. • They form the opening of the report. • They should include the following: (a) By whom the report has been requested e.g. At the request of a sales director or as directed by the board. (b) The precise areas to be covered e.g. To enquire into present procedures of................. To examine how the................................................................................ To carry out a feasibility study into the................................................... (c) What is intended should be the outcome of the report e.g. To establish the nature and extent of existing problems and make recommendations for their solution. To inform shareholders of plans for rationalisation. (d) Establishing the limits of the report, such as recognition of financial or economic constraints, company policy, union, agreements or factors external to a department which partially determine the working method. 4. PROCEDURES This element concerns the method of investigation to be adopted. Methods which might be mentioned include: (a) Experiment (b) Observation – observation of customer of staff behaviour (c) Survey
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    COMMS REVISION [email protected] (d) Consultation (e)Research 5. FINDINGS – Found when the procedures are analysed. 6. CONCLUSION - These are the solutions. - The derived from findings. 7. RECOMMENDATIONS - These are suggestions. They are derived from the conclusions. 8. SIGNATURE. 9. NAME – His /Her name full. 10. DESIGNATION – His / her post or position in the organisation. EXAMPLE OF A SCHEMATIC REPORT Terms of Reference Margaret Anderson, Director of Personnel has requested this report on employee benefits satisfaction. The report was to be submitted to her by 28 June. Procedure A representative selection of 15% of all employees was interviewed in the period between April 1st and April 15th concerning: 1. Overall satisfaction with our current benefits package 2. Problems encountered when dealing with the personnel department 3. Suggestions for the improvement of communication policies 4. Problems encountered when dealing with our HMO Findings 1. Employees were generally satisfied with the current benefits package. 2. Some problems were encountered when requesting vacation due to what is perceived as long approval waiting periods. 3. Older employees repeatedly had problems with HMO prescription drugs procedures. 4. Employees between the ages of 22 and 30 report few problems with HMO. 5. Most employees complain about the lack of dental insurance in our benefits package. 6. The most common suggestion for improvement was for the ability to process benefits requests online. Conclusions 1. Older employees, those over 50, are having serious problems with our HMO's ability to provide prescription drugs. 2. Our benefits request system needs to be revised as most complaints concerning in-house processing. 3. Improvements need to take place in personnel department response time. 4. Information technology improvements should be considered as employees become more technologically savvy.
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    COMMS REVISION [email protected] Recommendations 1. Meetwith HMO representatives to discuss the serious nature of complaints concerning prescription drug benefits for older employees. 2. Give priority to vacation request response time as employees need faster approval in order to be able to plan their vacations. 3. Take no special actions for the benefits package of younger employees. 4. Discuss the possibility of adding an online benefits requests system to our company Intranet. Important Points to Remember  A report is divided into four areas: o Terms of Reference- This section gives background information on the reason for the report. It usually includes the person requesting the report. o Procedure- The procedure provides the exact steps taken and methods used for the report. o Findings- The findings point out discoveries made during the course of the report investigation. o Conclusions- The conclusions provide logical conclusions based on the findings. o Recommendations- The recommendations state actions that the writer of the report feels need to be taken based on the findings and conclusions.  Reports should be concise and factual. Opinions are given in the "conclusions" section. However, these opinions should be based on facts presented in the "findings".  Use simple tenses (usually the present simple) to express facts.  Use the imperative form (Discuss the possibility ..., Give priority ..., etc.) in the "recommendations" section as these apply to the company as a whole.