Meaning of Communication

Meaning of Communication

Communication is derived from the Latin word "communis", which means, “to share” that is, sharing of ideas, concepts, feelings and emotions. The science of communication is almost as old as man himself. Form time immemorial; the need to share or to communicate had been felt. Different vehicles / channels were identified and subsequently improvised for the purpose of transmission of ideas and concepts. A study of these channels enables us to gain an insight into the process of communication.

Before a definition of communication is arrived at, a few queries, which arise in the minds of the readers, have to be answered. What is the importance of communication? Why should it be studied? Why should the channel be analyzed and examined?

The importance of communication can be gauged from the fact that we are communicating in some from or the other almost every moment of our lives. Whether we are walking,, talking ,playing, sitting, or even sleeping, a message is being formulated and transmitted. Man, who is a social animal, is constantly interacting with other individuals. For him it is necessary to understand the art of communication and apply or modify it in a suitable manner. Man possesses the ability to communicate, which is much more than a composition of certain symbolize or to understand concepts in terms of images or symbols. It is this ability that helps him to communicate. Communication then, it may be stated, is much more than an understanding of the spoken or written language. It is a composite of symbols, gestures, and illustrations that accompany either the spoken or the written word.

Basic Purpose of Communication
People in organizations typically spend over 75% of their time in an interpersonal situation; thus it is no surprise to find that at the root of a large number of organizational problems is poor communications. Effective communication is an essential component of organizational success whether it is at the interpersonal, intergroup, intragroup, organizational, or external levels.

“What is the purpose of (formal) communication?” A response to a query of this nature would be more beneficial if attempts were made to understand the business situation where success or failure of issues is always measured in terms of man- hours spent in the completion of a task. Let us take an example. Suppose the boss issues instructions to his subordinate to complete a certain project in a particular manner within a stipulated timeframe. The subordinate does it to the best of his ability. However, the end result is a miserable failure because the manner of completion does not match with the expectations of the boss. A lot of time has been wasted as a result of miscommunication on the part of the two members of the same organization. In fact, more first instance. If the amount of time used in completion of this particular task is calculated, it would be seen that double the time necessary has been taken. The example cited above is one of the most common and prevailing examples of miscommunication resulting from a lack of feedback in organizations. This, however, is not the only criterion that qualifies for an in-depth study of communication. Let us take a look at the communicative competence required at three different levels in an organization.

In the business situation of a manager, as he goes higher up in the hierarchy is to coordinate, issue instructions, collate information, and then present it. All these activities require effective communication skills the sooner these skills are honed, the easier it is for the manager to accomplish tasks. Similar is the case of the junior manager vying for a quick promotion. As work in the organization is always done in conjunction with other people, effective communication skills become a necessity. Let us compare the progression of two junior managers up the ladder of success possessing almost the same academic qualifications and almost similar personality traits. Only one of them would be able to make it to the managing Director’s chair. Without doubt it would be the candidate with excellent communication skills.

Prior to entry in any organization, certain communicative abilities are also looked for in candidates. Ability to speak, conduct oneself properly in an interview, get along with others, listen carefully and accurately, make effective presentations, prepare good yet brief report, make proposals, sell ideas, convince and persuade others are some of the attributes looked for in a candidate. If an individual possesses these attributes looked for in a candidate. If an individual possesses these attributes or can train himself to excel in them, he himself would realize how much easier it is for him only to secure a comfortable position in an organization but also to achieve success.

ORAL COMMUNICATION

ORAL COMMUNICATION

Conversation is so basic to human existence that any study of it inevitably leads to some of life’s most important rules—rules that lead to trouble if ignored. Consider the following list of
consequences of poor conversation skills. Ask yourself if any of these basic emotions and conditions is a persistent part of your social and business life:

• Disrespect
• rejection
• frustration
• anger
• being misunderstood
• being misinterpreted
• depression
• giving offense
• being insulted
• disappointment
• Embarrassment
• exhaustion
• failure
• fear
• humiliation
• loneliness
• powerlessness
• weakness
• being overlooked
• impatience

Good conversation skills, on the other hand, lead to success, and success leads to more success. Good verbal abilities usually promote good relations with others, influence, respect, and a
reputation for leadership and effectiveness. People with these advantages go through life feeling the emotions and talents listed below.

• stimulated
• energized
• passionate
• motivated
• excited
• challenged
• determined
• flexible
• contributing
• effective
• comfortable
• confident
• resourceful
• empowered
• vital
• centered
• respected
• well-liked
• included
• focused
• fortunate
• rewarded
• in control
• satisfied
• lucky

We all feel the above emotions and conditions, good and bad, from time to time. But do you have the feeling that the negative factors occur too persistently in your life? Do you feel that some of these harmful conditions are crippling your family life and your social and career progress? Do you wonder how you can increase the good elements and decrease the bad?

Well, as stated above, most of life’s successes and problems are founded in the quality of your communication skills. Human beings are social animals. Our vast civilizations exist and function only because each of us has learned to control our behavior in very intricate ways. Still, some of us have a better grasp than others of the complex systems in which we live. Those who have the deepest awareness and understanding of the core rules are the ones who succeed and prosper. This is a book of rules, rules many people live and die without ever fully comprehending.

Society’s rules aren’t always obvious. The rules that allow us to get by and survive are fairly simple (don’t run red lights, don’t make bank robbery a career). But other rules, the ones that
confer real success, not mere survival, can sometimes be as difficult to detect as black holes in deep space.

When your career progress bogs down, when your relationships are weak or troubled, when you have a hard time making friends, when you have difficulty making yourself heard, and when people take advantage of you, it is because you have an imperfect comprehension of those shadowy rules that allow you to focus social power to your advantage.

No one in our world succeeds strictly on his or her own. True accomplishment requires that you efficiently influence those around you in positive ways. The primary tool of influence is communication, and like society itself, communication has rules that few fully understand.

What is communication?

What is communication?

“Communication” is a process — an activity that serves to connect senders and receivers of messages through space and time. Although human beings tend to be interested primarily in the study of human communication, the process is present in all living things and, it can be argued, in all things. From this we may conclude that communication is a fundamental, universal process.

How often have you heard statements such as these?

• If you want to be promoted, you’ll have to improve your communication skills.
• One of the strengths of our relationship over the years has been that we communicate so well - in fact, usually I know what she’s thinking before she tells me!
• The lightening storm knocked out our communication systems, and since then we haven’t handled a single customer call.
• He’s really smart, and he knows his stuff, but as a teacher he just doesn’t communicate it very well.
• They say they built the product to meet our specifications, but it’s not what we asked for - I think we have a communication problem here.

The word “communicate” derives from the word “common” - to share, exchange, send along, transmit, talk, gesture, write, put in use, relate. So an investigation of this subject might begin with the question: What do all studies of communication have in common? What are the shared concepts that make the study of “communication” different from the study of subjects such as “thought” or “literature” or “life?” When someone says, “this is a communication problem,” what does that mean?

When a baby sees his mother’s face for the first time, communication happens. When someone steps out onto a beach in Goa and water touches his feet communication happens. When the Indian parliament passes a new bill to curb monopolies in the market and the President signs, communication happens.

When a computer in Delhi calls up a computer in Tokyo and transmits a message, communication happens.

Communication is a general phenomenon. It occurs in nature, wherever life exists. Whether we recognize it or not, we have no choice but to communicate. If we try to avoid communicating by not replying to messages, we are nevertheless sending a message, but it may not be the one we want or intend. When we don’t say yes, we may be saying no by default – and vice versa. The only choice we can make about communication is whether we are going to attempt to communicate effectively.

What do we mean by communicating effectively?
The object of communication is to convey thoughts/ intentions/emotions/ facts/ideas of one person or group to the others. When the message sent is received and understood by the receiver in the same sense , as the sender wants to convey ,effective communication takes place. When the receiver misunderstands a message we consider it a distortion in communication. Throughout our study, we would try to improve our communication skills so that we can make ourselves better understood in our communications.

The fact is that we spend so much of our time communicating; we tend to assume that we are experts. Surveys indicate that when business professionals are asked to rate their communication skills, virtually everyone overestimates his or her abilities as a communicator. There is a natural tendency to blame the other person for the problems in understanding or making ourselves understood. The better option is to improve one’s own communication. One has to be always on a look to identify his weak points as a communicator and strive to overcome them. This needs a thorough understanding of meaning and process of communication.

BUSINESS COMMUNICATION-SUGGESTED SOLUTION

OPEN UNIVERSITY MALAYSIA (BBKN 3103)

PART A
QUESTION I
Explain TWO characteristics of a good proposal.
Answer: Refer to module section 8.3.2 pg 145
a. The purpose of the proposal is stated clearly(lm)
b. The problem or need is understood and defined clearly. (Irn)
c. The solution is innovative and presented convincingly. (Im)
d. The benefits outweigh the costs. (Im)
e. The personnel implementing the solution are qualified. (Im)
f. The solution can be achieved on a timely basis. (Im)
g. The proposal is honest, factual, realistic, and objective. (im)
h. The presentation is professional and attractive. (Im)

QUESTION 2
Identify FOUR goals that the writer would like :o achieve when composing a negative message.
Answer: Refer to module section 7.3.4 pg 121
a. Convey the bad news(lm)
b. Gain acceptance (Im)
o. Maintain goodwill(lm)
Maintain good company mage(lrn)
o Reduce or eliminate future corresponcence(lm)

QUESTION 3
Provide TWO appropriate examples of positive messages and TWO appropriate examples of negative messages of a company’s business correspondence.
Answer: Refer to module section 7.2.1 pg 111 and 7.3.5 pg 124

Positive message:
• Promotion (Im)
• special announcement(lm)
• praising employee effort(lm)
• acceptance of proposal(lm)
• other relevant answer(im)


Negative message:
• rejection of proposal(lm)
• layoff/termination(lm)
• disciplinary action(lm)
• refusals(lm)
• other relevant answer(1 m)

QUESTION 4
Differentiate between argument and credibility aspects in persuasive strategy. Provide ONE appropriate example each aspect.
Answer: Refer to module section 7.4 pg 126
• Argument refers to the reasons or lcgic you offer. Sometimes you may be able to prove conclusively that your solution is best but sometimes your reasons may not be as strong. (im) + Relevant examole (im)
• Credibility is the audience s response to you as the source of the message. People are more easHy persuaded by someone they see as an expert, powerful, attractive, or trust\orthy. (1 m) + Relevant examp e (1 m)
Marks Allocation:
2ni 2m 4m

QUESTION 5
Explain TWO ways to increase effectiveness when conversing with clients over the telephone.
Answer: Refer to module section 6.3. pg 96-97
• have an aim (Im) + explanation(lm)
• tailor your style to the person you are talking to(lm) + explanation(lm)
• limit social conversation(lm) + explanation(lm)
• give concise answers to questions (Im) + explanation(lm)
• be professional (im) + explanation(lm)
• summarise points(lm) + explanation(lm)

QUESTION 6
Differentiate between sensing factor and fiLtering factor. Provide ONE appropriate example for each factor.
Answer: Refer to module section 6.4.2 pg 100
Sensing-picking up sounds from our surrounding (0.5m). Depend on our ability to sense
sound, and our attentiveness. (1 m) + relevant example (0.5m)
Filtering-giving is meaning to the sounds (1 m). Filtering what is important and not
(U.5m). + relevant example (0.5m)
Other relevant answers are accepted.

QUESTION 7
Provide FOUR techniques of using visual aids during a oresentation.
Answer: Refer to module section 5.4.2 pg 83
• Make sure audience can see the slides (1 m)
• Explain the visual to avoid misinterpretation(lm)
• Organise visual to fit plan (im)
• Emphasise visual and point them with achon and words, (Irn)
• Talk to audience not visual (1 m)
• Avoid blocking visual(lm)

Cause:
• Fear of unattractiveness
• social inadequacy
• critism
• unknown
• conflicting emotions.
• Other relevant answer is accepted

PART B
QUESTION I
Formal written reports are commonly used by most business organisations today. A formal report generally contains THREE major divis ons; the preliminary section, the body, and the supplementary section.
a) Explain THREE components in the prelimLnary section of a formal written report.
(6 marks)

Answer:
Refer to module section 8.2.1 pg 137-138
• Title page (O.5m) + explanation (1.5m)
• letter or memo of transmittal (O.5m) + explanaton (1,5m)
• table of content (O.5m) + explanation (1.5m)
• list of illustrat ens and (O.5m) + explanation (I .5m)
• executive summary (O.5m) + explanation (1.5m)

b) Important information in a formal report is usually stated in the body section of the report. Identify and expin FOUR elements included in the body of a report.
(8 marks)



Answer: Refer to module section 8.2.2 pg 138-139
• Introduction Background
• statement of problem
• purpose of study
• scope
• related literature
• unfamiliar terms
• procedures
• findings
• analysis
• conclusions
• recommendations

c) The final section of a formal report, known as the supplementary section, consists of materials indirectly related to the major report. Explain THREE elements in the supplementary section of a formal report and provide ONE appropriate example for each element.

Answer: Refer to module section 8.2.3 pg 140
• Glossary (0.5m) + explanation (Im) + relevant example (0.5m)
• Appendix (0.5m) + explanation (Im) + relevant example (0.5m)
• Bibliography (0.5m) + explanation (Im) + relevant example (0.5m)

QUESTiON 2
a) Letters, memos end e-mail messages are brief business written correspondence often used by organisauons. Explain T\\’O characteristics for each.

Answer Refer to module section 7.1.1, 7.1.2 and 7.1.3 pg 108-133
Letter:

iii) and an e-mail message,


QUESTION 3
a) Explain FOUR purposes of conducting a meeting. Provide ONE appropriate example for each purpose.

Answer: Refer to module section 6.1.2 pg 94
Marks Allocation:
• To convey information (Im) + (Irn) for explanation +(lm) for example
• To seek information (Im) + (Im) for explanation +(lm) for example
• To make a decision (Im) + (Im) for explanation +(lm) for example To explain decision (Im) + (Im) for explanation +(lm) for example

b) Discuss TWO main purposes of preparing an agenda for a meeting. Provide ONE appropriate example for each purpose.
(8 marks)

Answer: Refer to module section 6.1.1 pg 93
To inform the participants beforehand of the subject of the meeting (Im) -- explanation (2m)
Example: Circulate draft agenda, solicit ideas, made changes to agenda, sufficient information contained in agenda. (Any example = Im)
To structure the discussion of the meeting. (Im) + explanation (2m)
Example: An outcome to be achieve at the end of the meeting, so that meeting will run efficiently. Information must be short and precise. Summarised for other interested party to view. (Any example I m)

• uses letterhead (O.5m) + explanation (O.5m)
• follows a particular format (O.5m) + explanation (O.5m)
• salutation (O.5m) + explanation (O.5m)
• complimentary close (O.5m) + explanation (O.5m)
• signature block (O.5m) + explanation (O.5m)
• formal (O.5m) + explanation (O.5m)


• less formal (0.5) explaination (O.5m)
• particular format (O.5m) + explanation (O.5m)
• no salutation (O5m) + explanation (O.5m)
• discuss only one topic (O.5m) + explanation (O.5m)
• conversational tone (O5rn) + explanation (O.5rn)
• no complementary close (O.5m) + explanation (O.5m)
• less private (O.5m) + explanation (O.5m)
• no signature (O.5rn) + explanation (0.5m)

E-mail messages:
• heading (O.5m) + explanation (O.5m)
• minimal heading (O.5m) + explanatiDn (O.5m)
• copies/attachment (O.5m) + explanation (O.5m
• optional salutation (O.5m) + explanation (O.5m)
• message (O.5m) + explanation (O.5m)
• complementary close (O.5m) + explanation (O.5m)
• contnt nt.jmhr (O.5m) + nn2tip (O.5m)
• speed and informal. (O.5m) + expl3nation (O.5m)


b) Prepare a draft for the following business written correspondence. Your drafts must depict the characteristics mentioned in your answers in (a) above.

i) a letter;
(5 marks)
(1m) for format
(4m) for content

ii) a memo;
(5 marks)
(im) for format
(4m) for content