Process of Communication Process of Communication starts in-understanding as to how the communication takes place.

The essential for communication is the Cooperation between two parties One Active or at the giving end and Other Passive or at the receiving end. The sender selects appropriate symbols to suit the situation and realizes the meaning through speech or writing. At the receiving end, the symbols over identified and identification obviously imply recognition and realization of meaning through the interpretive process.

Both the process may be summarized as follows:-

Communication is thus a network of interrelations and naturally changing their roles.

Another aspect of communication is the development of a Code, consisting of arbitrarily evolved symbols and the determination of the appropriateness of their use in given situations, leading to the emergence of diverse communication patterns, a number of factors come into stay. Some of these are tangible (e.g. physical setting) and others intangible such as intellectual emotional and psychological. The communication, therefore insist require a true perspective of not only the present requirements of the situation that also its relationship with the past and its impact on the future. Process of Communication

Figure 1: Components of communication

It would be observed that the entire event takes place within common frame of reference, also called communication Environment. The SOURSE refers to the point of origin of a message which is encoded by the SENDER and transmitted through the CHENNEL to the RECEIVER. The receipt of the message exercises an impact in communication environment leading to some RESULT. The Observance of the RESULT by the SENDER is called FEEDBACK. The MESSAGE sent is not the same as the MESSAGE RECEIVED. For this a number of factors which may collectively term as NOISE are responsible. It is also to be noted, that all the messages do not produce the intended result. Thus, the success of communication is measured in terms of not only the effective transmission of the message but also the achievement of the intended result. The process of initiation and reaction on the part of the sender and receiver respectively. The choice of Channel is determined by socio-physical factors.

1. SENDER A Sender is one who initiates the Communication and is sometimes known as the ENCODER Encoding is the process of selecting and formulating information to be conveyed. The sender should mentally visualize the c communication from the receivers point of view. For example, if the sender must convey the good news and bad news, it is often better to relate the good news first. If he must convey both a simple and complex message, it is best to start with the simple One. This order of priority impress the chances of effective communication if the message is being delivered verbally the sender should also look and listen. For clues that can help provide additional information.

2. MESSAGE The message is the information being transmitted. This includes both verbal and non-verbal data. Verbal information is the part of the message that is heard. Non-verbal information entails such things as body language and the surrounding environment. For example, if a Manager calls in subordinate and says you did an excellent job in closing that sale to that company. This communicated would be generally be interpreted as one of praise, However, if the Manager continues to look at some reports on the table while he speaks, it may be interpreted as simple an obligatory statement. If the Manager stands up, walks around the desk, and shakes the subordinates hand while delivering the message, it is more likely to be interpreted as high praise. The non-verbal part of the message often expands what is being said by providing additional meaning. It has to be born in mind, however, that interpretation can alter the intended meaning of a message. For example, you might remind as co-worker about a deadline with intention of being helped, but your colleague could (for a number of different reasons) interpret the message as an indication that you were annoyed or mistrustful.

3 CHANNELS The channel is the means used to convey the message. The physically transmit your message. You select a communication channel and a medium. A communication channel could be non-verbal, spoken or written. The medium could be telephone, computer, Fax, letter, Memo, Report, Face to face etc. Sometimes oral communication is superior to written communication, at other times a Witten message is preferable, there are some exampels:1. When immediate Feedback is necessary oral communication channel are more effective. 2. If there is reasonable chance that the other party will not understand the message, verbal channels are preferred choice. 3. If the receiver is likely to be related to comply with the message, verbal channels are usually more effective. 4. If there is a need to document the communication, written channel is the best choice. 5. If the message should have detail accuracy, written channels are the best. 6. If the message must delivered to more than a handful of people, written channels are often more effective.

In many cases, both oral and written channels should be need, for one supplements the other. For example, it is common to find message giving their subordinates. Assignments over hone and then saying I will follow this up with a Witten Memo to confirm our conversation. This provides the receiver an opportunity to review the assignment and if the written message is not in accord with the oral one, it is necessary to content the superior and seek for the clarification. When choosing a specific channel or medium, it is important to be aware of the internal communication network within which the message is conveyed. As internal information flows in four ways through the internal communication network, downward (Superior to Subordinate), upward (Subordinate to superior) Lateral or horizontal (between employees at the same hierarchical level) and informal, also known as the grapevine) .

DOWNWARD COMMUNICATION Information flows from Superior to Subordinate. There are five basic purpose of this type of communication. 1. To give job instruction 2. To bring about understanding of the work and its relationship to other organizational Talks 3. To provide information about procedure and practices. 4. To provide subordinates the feedback on their performances and 5. To install a sense of mission in the workers. One of the problems with both downward and upward communication is that there is often less and distortion of information. Every time in communication claim opens up or changes for error. So, by the time a message makes it all the way up or down a chain, it may bear little resemblance to the original idea.

UPWARD COMMUNCATION Upward communication networks provide subordinates a means for conveying information to their superiors. This type of communication is extremely effective for gaining feedback and learning about problems and blocks that are affecting efficiency. Upward communication is also an external source of information on employees attitudes and perception. Unfortunately, research and reveals that while most Managers report that they encourage upward communication, subordinates disgrace. They feel that their superiors are not as open and willing to receive feedback as they claim to be.

LATERAL COMMUNICATION Lateral communication channels are used to convey information between individuals and units on the same hierarchical level. These channels are employed for such purposes as:1. 2. 3. 4. Co-ordination of tasks Sharing of information Problem solving and Conflate resolution

These forms of communication, because they occur among employees of similar authority, tend to be persuasive and suggestive in nature rather than disgrace or authoritative.

INFORMAL COMMUNICATION Employees form informal communication channels or networks in an effort to circumvent or complement formal channels. Informal channels are often collectively referred to as the Grapevine. Research shows that 75 to 90 percent of business information that travels through the Grapevine is accurate. Attempts to quash the grapevine generally have the opposite effect. Informal communication increases when official channel are closed or when the organization faces periods of change, excitement or anxiety. Instruct of typing to eliminate the grapevine, sophisticated companies minimize its importance by making stain that the official word gets out. Many successful Managers tap into Grapevine, Themselves to avoid being isolated from what is really happening. They practice MBWA (Management by working around) to make contact with their employees 4 RECEIVERS The receiver is the individual to whom the message is directed. The extent to which this person comprehends the message will depend on a number of factors including:1. 2. 3. 4. How much the individual knows about the topic? His or Her receptivity to the message The relationship and trust that exists between Sender and receiver and The receiver understands and perception of the information conveyed.

Perception refers to an individuals view of reality. It is the result of many factors including - Past experience - Attitude towards the message and the sender - Mental abilities such as intelligence and communication skills such as speaking and listening. It is important to realize that a persons problem is not always accurate. For example, the top staff may think that they always inform their subordinate in Advance about change, but only about half of their subordinates may agree that their bosses communicate in advance about change. On groups perception of its communication style can thus be radically different from anothers and this perception will influence they way the group both sends and receives message. For example, if personnel at the level were to begin asking question about future changes, their superiors might state them off with explanation Oh, you do not need any more information. You have already been fully informed about the change. FEEDBACK Feedback is the receivers response to a message; it can take a number of verbal and non-verbal forms. In verbal form, some of the most common responses are designed to obtain more information or to provide clear by lettering the sender know that the message has been received and will be acted upon accordingly. Here are some examples for getting more information:- Could you tell me more about how this reorganization will affect my department? - Your idea sounds good, but how will it keep increase work productivity. - You said these were four steps in your non promotion plan, but I noted only three. Can you briefly review the fourth step for me? Examples for Providing Closer:- I understand and you can count on my support. - I will get started on this right way and a have the report on your desk by the next Friday. - Thanks for bringing me up-to-date on the programmers progress. As is evident from the above example, Feedback also reveals attitude, perception and comprehension or lack of it. In non-verbal form, some of the most common examples for Feedback are nodding Ones head, shrugging, grimacing, smiling, winking, rolling Ones eye and looking away from the other person.

Non-verbal communication Good communication skills are essential in Business World. There are two basic forms of communication _ Verbal and non-verbal: Non-verbal communication has more impact in conveying meaning than verbal communication. In fact, non-verbal behavior is as important to effective Business communication that many companies are now trying to train their employees to understand about non-verbal communication. Example _ Expression No.1:Your boss has been telling the staff that he would welcome suggestions about how to improve the organization. You take him at his word and meet him to discuss some of your ideas with him. As you begin to outline the changes you propose, he fixes you with an icy stare and folds his arms across his chest; as you gone on, the frown on his face gathers intensity. When you finish, he gets up abruptly and says, with barely suppressed means in voice Thank you very much. Your ideas are priceless: Example - Expression No. 2:Your friend has started a new organization. He is encountering some labor problems. You are a personnel management specialist and have several years of experience in the personnel department of a large conglomerate. Your friend calls you over to his office one day to discuss his problems. In the course of conversation, you give him some ideas about how he could solve his problems. He finds your ideas are innovative and thinks they are just right for his kind of set-up. As you get up to leave, your friend clasps your hand warmly, beams at you and says, Thank you very much. Your ideas are priceless. You have seen tow identical expression being used in two entirely different situations. Verbally, the two expressions mean exactly the same, but do not think the two speakers meant to communicate the same message. What is it that differentiates one message from the other? You will notice that it is the non-verbal cues embedded in each message that makes these two messages so radically different from each other. The boss uses non-verbal cues to let you know the thinks it is preposterous that you should try to suggest changes to him. Thus, though his words say something different, what he actually says is: - You have a nerve, coming in here and trying to tell me how I should run the place. So, then, what exactly is non-verbal communication? Very broadly, nonverbal communication is all those messages expressed by the other that linguistic means. Communication researchers have found that non-verbal signals have more impact in conveying meaning that verbal content. In fact, non-verbal behavior is so important to

effective business communication that many companies are now trying to train their employees to understand it. CHARACTERISTIC OF NON-VERBAL COMMUNICATION We have seen how non-verbal signal can completely alter the message that you communicate. Let us now look at some of the characteristic of non-verbal communication. 1. Non-verbal message primarily communicates, Emotion,. Attitude :Non-verbal signal largely communicate a persons subjective response - anger, appreciation, dislike, resentment to a particular situation. Message about ideas or concepts cannot be conveyed through non-verbal channels. For instance, if you want to give you friend the message the sales Meeting is coming up next Monday these is no way you can do this using non-verbal signals. However, you can express your attitude to the sales meeting dread, eager anticipation through non-verbal signals. 2. Non-verbal cues substitute for contradict, emphasize or regulate verbal messages If someone asks you which way the MDs room is, you may simply point down the corridor. You may praise you friends new dress while you face shows absolute dismay, or you may use your hands to indicate the monstrous proportion of somebodys ago. Very often we regulate the flow of conversion non-verbally by raising an index finger, nodding and learning forward, raising eyebrows, and/or changing eye contact. 3. Non-verbal cues are often ambiguous: - non-verbal cues are not always easy to understand. There meaning varies by culture and context. Sometimes they convey meaning that was never intended. A random gesture may be assumed to have meaning when none at all was intended. On the other hand, some people may feel emotion strongly, but find that their bodies do not respond appropriately. 4. Non-verbal cues are continuous: - It is possible to stop talking, but it is generally not possible to stop sending non-verbal cues. The attempts to mask ones communication communicate something in itself. Long periods of silence at the supper table communicate as clearly as any words that something may be wrong.

5. Non-verbal cues are generally seen as more reliable: - When verbal and non-verbal cues contradict each other, we tend to believe the non-verbal. This is largely because non-verbal cues are more difficult to fake. An experiment reported by Zuckerman showed that everything we use to discern if a person is lying, comes from the nonverbal realm. As Sigmund Freud said no moral can keep a secret. If his lips are silent, he talks with his fingertips; betrayal oozes out of him at every pore. 6. Non-verbal cues are culture bound: - Many non-verbal gestures are universal. Most human beings no matter what culture they belong to, smile when happy and frown when unhappy. But certain non-verbal expressions vary from culture to culture. Gestures seen as positive in one culture may be seen as obscene in another culture. COMPONENTS OF NON-VERBAL COMMUNICATION The study of non-verbal signals is divided in to three main areas:1. Paralanguage 2. Kinesics 3. Proxemics Other forms of non-verbal communication include the use of time and mode of dress. Paralanguage The study of paralanguage focuses on how you say, what you say. As we saw in the example at the beginning of the chapter, two identical verbal messages may communicate entirely different meaning when the tone of voice is different. The tone of your voice the loudness, softness, rate of speech. And the words we choose to accent, communicates a great deal. In fact, by changing the emphasis in a sentence, we can change the total meaning of sentence. However, Paralanguage has several component parts:1. 2. 3. 4. Voice qualities Voice qualifiers. Voice Characteristics and Vocal segregates.

VOICE QUALITIES Voice of qualities includes such things as volume, rate of speech, pitch, rhythm, pronunciation and enunciation. VOLUME A person may sometimes speak louder to attract others attention. But on overly loud speech can be annoying or disturbing. On the other hand, though a soft voice conveys sense of calm, in a business setting it may give an impression of weakness or indecisiveness, thus the volume that may be right in one setting may convey a negative message in a different situation. RATE OF SPEEECH On an average, it has been found that people speak at the rate of about 150 words a minute. When a person speaks at much higher or lower rates, he may have a negative impact. Fast speech often makes people nervous, while slow speech causes boredom or leads people to believe that the speaker is not quite sure about what to say next. VOICE SPEECH Voice speech is often equated with emotion. High speech shrieking generally indicates excitement or nervousness. A low voice pitch usually commands attention and respect, because it indicates that the speaker is in control of situation. RHYTHM Rhythm refers to the pattern of the voice, whether it is a regular or irregular, whether it flows smoothly or moves in fits and starts. A smooth rhythm, like a moderately low pitch, indicates a confident, authoritative attitude, while an uneven rhythm may convey lack of prior preparation and lack of clarity. PRONICIATION AND ENUNCIATION Good pronunciation is the correct oral delivery of a word. The vowel sound must be said correctly and the right syllables must be accented. People who mispronounce words are thought to be not as well educated as those who pronounce words correctly. Thus, the way you pronounce words may play an important role in building your image. Enunciation also relates to the correctness of how word is promo8nced, but is more a matter of clear articulation. People with poor emaciation drop word endings, slur

their speech, or do not speak clearly. Poor enunciation may indicate carelessness, but overly precise enunciation may sometimes seem phony or pretentious. VOCICE QUALIFIERS Temporary variations in pitch, volume and rate of speech are known as voice qualifiers. If one is aware of the normal voice qualities of a person, is easy to detect the voice qualifiers in his speech. For instance, if your secretary, who normally talks in a low, even tone, suddenly starts talking faster and louder, you should be able to tell that something is not quite right. He may be conveying impatience, anger or excitement. VOCAL CHARCTERISTICS All of you are familiar with certain audible sounds like sighing laughing, crying, clearing the throat, whistling and grooming. These sounds, which serve to communicate some meaning, are called vocal characteristics. As a communication expert put it Awareness of the more subtle voice characteristics, such a pleasantness, especially in combination with voice qualifiers, can do much to help individuals and organizations improve communication. Think, for instance, how much a companys image can be helped by a receptionist who sounds, both in person and over the telephone, pleasant, confident and competent . VOCAL SEGREGATES Er..um will you lend me some money, please? Now, in this sentence, what do the words, Er. Um.. mean? They dont mean a thing. Such meaningless words or sounds that are used to punctuate or pace-sentences are called vocal segregates. Sometimes people use filler expressions like right?. You know what I mean or ok to fill in their silence, Vocal Segregates are usually awkward components of speech and should be avoided as far as possible. These sounds indicate a lack of confidence and exhibit a feeling of stress on the part of the speaker.

REPORT WRITING
DEFINITION OF REPORT

A Report is a major form of Professional Communication. It is used extensively by the Government, Business and Industry as well as in professions, such as Science, Engineering, Medicine etc. It facilities decision-making and acts as an instrument for nurturing the health of an organization and promoting its growth. A report is always used for study of existing procedures and practices as well as for launching new projects and assessing the progress of on-going projects. A report is always written to meet a demand or to fulfill a requirement. By its very nature, therefore, report has to convey information and ideas accurately and efficiently. Usefulness, clarity and economy are its primary qualities. A Report is not written to express a feeling, to convey an atmosphere or to amuse as some other forms of communication do. A Professional writes a report not because he has an impulse to write but because the situation demands it. Among many qualities that a professional should possess, the ability for effective communication is one. The skill of report writing can be acquired by mastering the craft of writing and learning the scientific process and investigation, analysis and presentation. We may define a professional report as a formal communication written for a specific purpose. Conveying information to a well-defended audience in a completely impartial and objective manner, and containing recommendations, if required. All professional reports (business, technical, managerial etc.) more or less have basically

the same pattern in terms of approach, to content and manner of presentation. They can, however, be classified on the basis of their structure and functions.
PREPARATORY STEPS

A Report is the result of detailed planning and meticulous execution of the plan. When you are asked to write a report you should first understand the Terms and Reference which would spell out the purpose and scope of the report. Audience determination is the next preparatory step which could help you give a proper direction to your writing. Very often the collection of data could be required before you draft an outline of the report. There are many ways of collecting the data. The report may simply require you to consult certain documents in your organization or books and journals in the library. You may need to perform a series of experiments in a lab and record your observations. When you have to collect data from many people, you may have a resort to conducting personal interviews or sending mail questionnaires. Let us briefly consider the points you should bear in mind for preparing a mail questionnaire. The collection of data from a number of persons is easier through it, especially when the sample population is spread over a wide geographical area. Since additional information and immediate feedback cannot be conveniently obtained when this method is used, one should put in patient effort in drafting the questionnaire. Keep the following in the mind: Word the questions in a language easy to understand.

 Make the questions easy to answer. One way to provide Yes or No answers. Another way is to ask the respondent to put a tick mark in the appropriate boxes. Ask as few questions as possible to obtain the required information. Ensure that every question has a definite objective related to the topic of your report. Sequence your questions in a logical order. Avoid asking questions which may embarrass the respondent. Generally questions or ones personal habits, beliefs, physical defects etc. fall under the category. If your questionnaire is long, divide it into parts on the basis of sub-topics your report is going to cover. Get the questionnaire cyclostyled or printed neatly on good quality paper and send it along with a covering letter. Remember, you are making a demand on a stranger time for your purpose and so you must draft the letter in a polite a language as possible. Give your respondent a feeling that you hold him in esteem and that the information he gives would be of great value to you. Dont forget to enclose a self-addressed stamped envelope for the return of questionnaire.

SAMPLE QUESTIONNAIRE Institute of Management & Computer Studies C-4, Wagle Industrial Estate, Thane (West) 400 604

Dated: 28th August, 2012 Dear,______________ I am conducting a survey on the extent of the use of English in the professional world. And for this purpose I need you help and Cooperation. For collecting the relevant data, I have prepared a questionnaire which is enclosed. It is designed to collect information about the main forms of communication and the purpose for which English is used in the professional organizations. The questionnaire is divided in the following parts: Part I Part II General Particulars Present Employment Data

Part III Language Tasks

I would be grateful if you could kindly fill it in and send it in about a months time from now, say, latest by 15th September, 2012. A self-addressed stamped envelope is enclosed for the purpose. All the information supplied by you will be kept strictly confidential and will be used only for this academic work. I am sure that you have a busy schedule of work but I do hope that you would be able to spare some time to help me in the fulfillment of this task. Yours faithfully (R. C. Berry) A Student MMS IMCOST, Thane Encl: As above.

Questionnaire No._______________ Note: Kindly put a tick ( ) in the relevant boxes except where asked to indicate your answers otherwise.

Part II Present Employment Data

22. Organization where employed, at present: Name ______________________________________________________ Location ____________________________________________________ 23. Please indicate the category of your organization according to its main function (a) Design/Consultancy (b) Manufacturing/Production (c) Teaching (d) Research (e) Editing and Publication (f) Services (Such as those provided by insurance companies, banks, Govt.offices, news and transport agencies, etc.) (g) Any other. ( Please specify) 24. To which of the following does your organization belong? (a) Central Government (b) State Government (c) Govt. of India undertaking (d) State Govt. undertaking (e) Autonomous body (central) (f) Autonomous body (state) (g) Joint Sector (h) Private sector 25. Your present official status: 26. Length of service in this position ( in years)

27. Total No. of Office/duty hours PER DAY:

28. Please indicate below the nature of your main function in the organization. If you performing more than one of the following functions, please write numerals (1, 2, 3, etc.) in decreasing order of your involvement. (a) Central administration (b) Planning/designing (c) Marketing and sales (d) Office management (e) Consultancy (f) Research (g) Teaching (h) Editing and publishing (i) Publicity (j) Liaison work and public relations (k) Legal advice (l) Financial management and auditing (m) Imparting pre-service and in-service training (n) Labor welfare and personnel management (o) Clerical assistance and record keeping (p) Purchasing (q) Any other (please specify)

29) What language(s) do you use during office hours for communication in performing your professional duties? (Please indicate below the approximate proportion of time spent on them in PER DAY). Time Language English Hindi Regional Language (please name it) More than 75% 51 % to 75 % 26 % to 50 % 25 % or less

30 Who are the persons with whom you usually communicate in English in connection with your professional work during office/ duty hours? Please indicate the frequency. Frequency Categories Of people (a) Superiors in rank (b) Colleagues (c) Juniors in rank (d) Subordinates

Very Frequently Occasionally Rarely N Frequently

(e) Official from other organizations (f) Government officials (g) Students/trainees (i) The public (j) Others (please specify) 31. Please indicate the approximately number of hours spent PER DAY during office hours on the following language skills for professional communication in English. Skills (a) (b) (c) (d) Speaking Listening gd Writing Reading No. of hours

32 Please write below the approximate number of hours spent by you PER DAY in reading materials in English. Reading hours (a) Official documents (letters, reports noting on files etc.) (b) Journals of a professional nature (c) Books of professional nature (d) Journals of a general nature No. of

(e) Books of general nature 33. If you were to communicate for professional purposes entirely in a language other than English, would you be able to function satisfactorily? Yes [ ] No [ ]

PART III Language Tasks Listed below are some of the language tasks performed in professional organizations. Please indicate the frequency of each of these tasks so far as your professional work is concerned. The use of Spoken English Frequency Very Frequen Occasion Rare Nev Frequen tly ally ly er Language Tasks tly 34. Presenting written material (paper, reports etc.) 35. Oral reporting 36 Making speeches 37.Participating in meetings, seminars workshops,

conference ( presiding, conducting including topics/ speakers) 38 Decision (Letters, memos, instructions etc.) 39Demonstratin g, explaining (exhibits, equipment, processes etc.) 40 Giving instructions /directions (personally or on the telephone) 41 Making inquiries or collecting information (personally on the telephone) 42 Formal teaching (students/train ees) 43 Making announcements

44Estabilishing social relations (social talk, greetings, informal invitations/requ ests etc.) 45 Interviewing (persons for eliciting information, candidates for appointment etc.) 46 Negotiating deals: agreements (for sales ,liaison with Govt. officers or other commercial/bus iness organizations) 47 Note taking 48 Writing reports 49 writing letters 50 writing memos, orders

51 Writing notices, circulars, agenda, minutes 52 Writing technical products 53 Writing handbooks, manuals, regulations 54Writing research papers, articles in professional journals 55 Writing booklets, brochures. 56 Writing press release, news bulletins 57 Preparing market surveys, Financial surveys, questionnaires 58 Writing formal invitations & requests 59 Abstracting, summarizing,

making prcis of the correspondence, reports and the published material 60 Writing shorts messages(telep hone/ telex messages/ telegrams 61 Writing publicity materials, advertisements ( in the newspapers, scripts for radio, TV etc. 62 Editing (house journals, magazines, newspapers etc.) 63 Note-making 64 filling in forms 65 Keeping records