Star RatingOn the basis of Maximum marks from a chapter

On the basis of Questions included every year from a chapter

On the basis of Compulsory questions from a chapter

CHAPTER

Essentials of Communication1THIS CHAPTER COMPRISES OF

Introduction Process of Communication Formal & InformalCommunicationGrapevine Interdepartmental CommunicationMediaNon-Verbal Communication Benefits BarriersWritten Communication Business Letter Layouts of letters Planning & Composing BusinessMessages.

Marks of Objective, Short Notes, Distinguish Between, Descriptive & Practical Questions

2.1

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SHORT NOTES

2015 - Nov [2] (c) Write short notes on the following:(I) Proxemics (2 marks)

(II) Haptics (2 marks)Answer:(I) Proxemics:

• Proxemics is an important type of non-verbal communication.Proxemics is used with reference to space or territory. In otherwords, it denotes the spaces that exists when we talk to each other.

• The space around us can be broadly classified as under.

(i) Intimatespace

Most body movements take place within 18 inchesaround us. It is our most intimate circle of space.Only very close people or family members can enterthis space. It means that the less the space betweenthe two persons communicating the more intimate isthe nature of communication.

(ii) Personalspace

Personal space extends from 18 inches to four feetwhere we have normal conversation with friends,colleagues and associates.

(iii) Social space This can be anywhere between four feet and 12 feet.It reflects a formality of relationship.

(iv) Public space This starts from a distance of 12 feet. One has toraise one’s voice to be heard.

(II) Haptics:• This is communication through touch, and sends important

messages about the speaker to the receiver.• It reveals the perceptions of status, attitudes, culture and needs.

DESCRIPTIVE QUESTIONS

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2006 - Nov [1] {C} Comment on the following statements in about 30 words each:

(i) Information is vital for survival and prosperity of every organisation.(ii) Since true communication fulfills the readers’ needs as well as writer’s

purpose, the writer needs to know something about his readers.(xi) Colours also communicate.

(xii) A picture saves a thousand words.(xiii) Volume variation puts life into our speaking. (1 mark each)Answer :

(i) Information is vital for survival and prosperity of every organisation:Information is the life blood of business. Every day a vast amount ofinformation flows from managers to employees and vice-versa. Apart fromthis internal communication, a considerable amount of information is alsocarried in and out of the organisation. Managers require accurate and up todate informations for formulating plans, policies and also for taking vitaldecisions. These informations are also passed on to the employees throughcommunication. Thus information is vital for survival and prosperity ofevery organisation.

(ii) Since true communication fulfills the readers’ needs as well as writer’spurpose, the writer needs to know something about his readers: Beforewriting any message, the writer should be well informed about the reader.Readers find ideas more interesting and appealing if they are expressedfrom the reader's point of view. This makes the reader more receptive. Forexample, a letter answering a high school student’s request for informationabout a company would not be worded like a letter answering a similarrequest from a professional. Thus the writer should make an attempt tofocus on relevant information about the reader’s age, background, values,opinions, needs of the reader, etc.

(xi) Colours also communicate: Colours have been used since long to conveymeanings. There exists, what we may call a 'colour language'. Differentcolours are associated with different attitude, behaviourial pattern andcultural background for example white – stands for peace and chastity.Pink, red, yellow, blue-represent cheerfulness. Black, gray is associatedwith sobre mood and negative feelings.

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Right choice of colours for our clothing, home and office interiors,decorations etc. helps in effective communication.

(xii) A picture saves a thousand words: The importance of sign language isconveyed well by the Chinese proverb, 'A picture is worth a thousandwords' This is so because we take much of our information- more than 50%through the gateway of our eyes. Since words fail to convey the exactmeaning of the message, therefore pictures, drawings, sounds are oftenused to communicate messages.

(xiii) Volume variation puts life into our speaking: An efficient speaker varieshis volume while delivering his speech. Volume means loudness of voice.Volume variation puts life into one’s speech. However the loudness ofvoice should be adjusted according to the size of the audience. Whilespeaking, one should be loud enough to be audible but not too loud to putthe audience off.

2006 - Nov [2] {C} (b) “To Communicate the written word has several advantagesover the spoken word.” Explain. (5 marks)Answer :

Written words have several added advantages over the spoken words whichare

1. Permanent recordfor futurereference

While written words provide a permanent recordfor future reference and serve as a good guide fordecision making and planning in future, spokenwords on the other hand may be forgotten over aperiod of time.

2. Written messagescan be read and re-read again andagain

Thus it is likely to be understood better. Howeveroral messages are more likely to be misunderstood.The speaker due to his poor vocal expressions, maynot be able to make himself clear and the listenermay also be in- attentive.

3. Precise and clearcut

People are more precise and clear cut when theywrite rather when they speak. This is becausewritten communication is normally penned downafter proper planning. While in oral communication

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very often, the exact message to be conveyed is lostin a mass of words.

4. Oral messagesoften get distorted

This is more so in case of lengthy messages whichwhen communicated through various levels ofhierarchy. Distortion of messages usually does nottake place in case where messages are conveyedthrough written words.

2006 - Nov [4] (Or) {C} You have to write an effective business letter. Answerthe following questions:

(i) How many format styles are often used ?(ii) What are the main differences among them ?

(iii) If the letter is to be written to Mr. Apoorva Maheshwari, Manager in ICICIBank Limited’s Credit Cards Division, the bank being located in Andheri(West), Building Number 215 at SV Road, Mumbai, and Pin Code being400 038, in what order would you write the inside address?

(iv) If Apoorva’s gender is female and you are not sure of her marital status,what kind of courtesy title would you use for her?

(v) If the letter was to be addressed straight to the ICICI Bank Ltd. and not toany individual or position, what courtesy title would you use for the Bank?

(vi) If you are addressing the letter straight to the firm what kind of salutationwould you use?

(vii) Is there any relationship between salutation and formal close?(viii) If you are writing a three paragraph letter in which paragraph would you

place the following?(1) the idea you want to customer to consider;(2) need or interest of the reader; and(3) What service or information you have to offer?

(Just mention the number) (1+3+1+1+1+1+1+1 =10 marks)Answer :

(i) Format Styles: There are several forms which are used for writingbusiness letters. The format styles often used by business organisationinclude the following :(a) The Indented Form.(b) The Block Form.

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(c) The Complete Block Form.(d) The Semi Block Form.(e) The Hanging Indented Form

(ii) The main difference among them is due to the punctuation which can beopen close or mixed and the allignation of the matter to the left or right

(iii) To,THE MANGER,CREDIT CARD'S DIVISION,ICICI BANK, LTD.,BUILDING NO. 215, S.V. ROAD,ANDHERI (WEST)MUMBAI – 400038

(iv) In case of females whose marital status is not sure, the courtesy titlegenerally used is 'Ms'

(v) When the letter is to be addressed not to a person or position but to a firm(ICICI Bank Ltd. in this case) the courtesy title generally used is 'Messrs'.

(vi) When a letter is addressed straight to a firm the salutation generally used is'Dear Sirs'

(vii) The salutation in a letter is like greeting a person when you meet him. Theformal close is a courteous leave taking, a polite way of ending a letter.There is certainly a relationship between salutation and formal close. Theformal close reflects the relationship between the writer and the person towhom the letter is addressed. Hence the formal close must agree with thesalutation.

(viii) Para No. 1 – What service or information you have to offer.Para No. 2 – Need or interest of the reader.Para No. 3 – The idea you want to customer to consider.

2007 - Nov [20] You have been assigned the job of composing business messages.What check-list would you prepare for organizing the message? (5 marks)Answer :An effective correspondence is very important for business transaction. It shouldhave the following characteristics :

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1. Simplicity A business letter should be simple. It should bewritten in a lucid (easy) language so that it is clearto the receiver. The language can be similar to thatof social letters as long as formality is maintained.The letter should make an instant appeal to thereader.

2. Conversationalstyle

An effective letter is one that gives an impressionof face to face communication. Letters are thewritten media by which sender of the messagespeaks to the receiver. Hence a letter should bewritten in a conversational style. Conversationalstyle is interactive in nature and is more or lessinformal.

3. Clarity of goal The writer should be clear about what he wishes toconvey. He should keep all the facts and figures ofthe information handy. The letter should be writtenin such a way that it reflects the goal clearly andeasily. There must not be any ambiguity.

4. Public relation Business letters reflect the image of theorganisation. All business letters should thereforebe drafted keeping in mind the objective ofenhancing the organisations goodwill, image andpublic relations.

5. The 'You' attitude The business letters should be written keeping inmind the reader's point of view. It should be able toconvey the sender's interest in the reader. For thisthe 'You' attitude should be adopted. The 'I''s and'We's' should be avoided and more of 'You's' shouldbe included. This will show the sender's interest inthe reader.

6. Courteous The business letter should be courteous. Courtesyimplies that the letter seeks favour politely andexpresses gratitude profusely for the favours done.

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Thus the language of the letter should be polite andappealing. When the 'You' attitude is adopted,automatically the letter becomes polite andappealing.

7. Persuading The basic idea behind every businesscorrespondence is to persuade the reader be it asales letter, letter of enquiry or letter of complaint.Thus to persuade the reader in an effective way thepiece of correspondence should be well written. Soas to persuade the reader in ones favour.

8. Sincere The business letters should be sincere. This meansthat the letter should be written in such a way thatthe readers believe what the letter says. It shouldnot hide reality. It should also be free fromhypocrisy making tall claims. The matter should bestated erectly and genuinely.

9. Positive language The words of the letter should be chosen with care.As far as possible the language of the piece of lettershould be positive. The use of negative wordsshould be avoided as it gives an impression ofnegative outlook and approach.

10. Due emphasis Proper emphasis should be put on the content of thepiece of correspondence. This requires logicalthinking on the part of the writer. The writer shouldhimself be clear in his mind what he wants toconvey. Only then can he emphasis properly.Proper emphasis is to be given according to themessage conveyed. Proper punctuation aids to this.It should also be noted that short sentences arebetter than long sentences.

11. Coherence The information present in the letter should bearranged in a logical way. This is done by using

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carefully the linking devices, pronouns, andrepeating the key words. Unless arranged in alogical way the information will loose its meaningand thus the objectivity of the correspondence willbe lost.

12. Care for culture All business correspondence seeks to be writtenkeeping in mind the reader's point of view. As suchno words should be used which offends the culturalbackground of the reader. The best way is to avoiduse of culturally derived words, slangs,colloquialisms, etc. Harmless and in offensivewords should be used.

13. Tactful approach The writer should adopt a tactful approach whilewriting a business letter. It can be a direct approachletter, an indirect approach letter or a middleapproach letter depending on the message to beconveyed. Generally a good news is conveyeddirectly where as a bad news or a complaint adoptsindirect or middle approach.

14. Ethical standard A business letter reflects the image of anorganisation. Therefore all business correspondenceshould maintain certain ethical standard. Althoughbusiness correspondence should be persuasive andtactful, without ethics they will be fruitless. It maypay in short run but it will not reap harvest in longrun.

15. Brief but complete Brevity is the soul of correspondence. In short thereceiver must know what the sender wants totransmit. But briefness does not means incomplete.An incomplete letter does not fulfill its objectives.All necessary matter should be incorporated in the

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letter. Thus the quality of brevity and completenessshould be there in business letter.

2008 - May [17] {C} (a) Explain clearly the meaning of the term 'Grapevine' asapplicable to 'Communication'. (5 marks)Answer :Informal communication is known as grapevine. People generally like to form andmore in groups. Grapevine arises because of the desire of the people tocommunicate without following the formal channels of communication. It followsno set lines, nor any definite rules, but spreads like grapevine, in any directionanywhere and spreads fast. This takes place when members of an informal grouppass on information and opinions to each other as well as to other informalgroups. Although it exists outside the official network but continually interactswith the formal communication.According to Keith Davis grapevine is a product of situation. It steadily takesplace when:1. Workmen in the organisation are faced with uncertainties like promotional

chances, increments, job insecurities etc.2. When there are possibilities of certain changes in an organisation like change

in policy, adoption of new technology etc.3. When workmen are physically situated close enough to influence and trust

each other.

Keith Davis has identified four different networks for transmitting information viathe grapevine:

1. Single-strand Chain In single strand chain one-person communicates withonly one person. In this, the first person tellssomething to the 2nd, the 2nd to the 3rd person, the3rd to 4th person and so on till the message iscommunicated to all. It is the least accurate inpassing any information.

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2. Gossip Chain In gossip chain one person communicates withmany persons. As soon as a person gets someinteresting non-job related information he conveysthe same to every other person.

3. Probability Chain In probability chain communication takes placebetween many persons. The information isconveyed from one person to another irrespectiveof the fact that they are related to each other or notwhether formally or informally. In this theinformation passes at random. Information is somewhat interesting but not significant.

4. Cluster Chain In cluster chain one person communicates withmany other persons but selectively. In this oneperson may convey an information to 4 or 5 personswhom he knows very well and can trust, out ofthese 4 –5 persons one or two may again pass onthe information. As the number grows larger andinformation staler, it gradually dies out. This isknown as cluster chain because one person whileconveying message may form cluster. Spreadsinformation with great speed.

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2008 - May [20] Explain clearly the process of Communication.(5 marks)

Answer :The process of communication is the inter-relationship between several inter-dependent components. It consists of a chain of related actions and reactions whichtogether result in exchange of information. In order to understand the process ofcommunication, it is necessary to describe each of these components.A model of communication process is as follows :

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The Process of Communication

1. Sender The sender is the first component of the process ofcommunication. The sender may be a speaker, awriter or any other person. He is the one who has amessage and wants to share it for some purpose.

2. Ideation Ideation is the preliminary step in communicationwhere sender creates an idea to communicate. Thisidea is the content and basis of the message to becommunicated. Several ideas may generate in thesender’s mind. The sender must identify, analyseand arrange the ideas sequentially beforetransmitting them to the receiver.

3. Message Message is the heart of communication. It is whatthe sender wants to convey to the receiver. It maybe verbal i.e. written or spoken or non verbal i.e.body language, space language, etc.

4. Encoding To encode is to put the idea into words. In this stepthe communicator organises his ideas into a series

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of symbols or words which will be communicatedto the intended receiver. Thus the ideas areconverted into words or symbols. The words andthe symbols should be selected carefully. It shouldbe according to the purpose of communication. Itshould be understandable and most of all it shouldbe suitable for transmission and reception.

5. Transmission Next in the process of communication istransmission of the message as encoded messagesare transmitted through various media and channelsof communication. Channel connects the senderand the receiver. The channel and media should beselected keeping in mind the requirement of thereceiver, the communication to be effective andefficient the channel should be appropriate.

6. Receiver Receiver is the person or group for whom themessage is meant. He may be a listener, a reader ora viewer. Any neglect on the part of the receivermaymake the communication ineffective. Receiveris thus the ultimate destination of the message. Ifthe message does not reach the receiver thecommunication is said to be incomplete.

7. Decoding Decoding means translation of symbols encoded bythe sender into ideas for understanding.Understanding the message by receiver is the key tothe decoding process. The message should beaccurately reproduced in the receiver’s mind. If thereceiver is unable to understand the messagecorrectly the communication is ineffective.

8. Behaviour of theReceiver

It refers to the response by the receiver of thecommunication received from the sender. He maylike to ignore the message or to store theinformation received or to perform the task

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assigned by the sender. Thus communication iscomplete as soon as the receiver responds.

9. Feedback Feedback indicates the result of communication. Itis the key element in the communication and is theonly way of judging the effectiveness ofcommunication. It enables the sender to knowwhether his message has been properly interpretedor not. Systematic use of feedback helps to improvefuture messages. Feedback, like the message couldbe oral, written or non verbal. It has to be collectedfrom the receiver.

2008 - Nov [17] {C} (a) Explain clearly the advantages of a formal Communication.(5 marks)

Answer :Formal Communication The official communication which takes place in

the organisation is known as FormalCommunication. It flows through the managerialhierarchy i.e. the officially prescribed route for theflow of communication that can be compared to apyramid. It follows that route of communicationwhich is institutionally determined and isassociated with statue of the position of the receiveror sender.

Advantages of a formalcommunication

1. All information flows through the properchannel in an orderly and smooth way.

2. Formal channel helps in fixing responsibilitiesfor the activities carried out in an organisationthereby ensuring control.

3. In Formal channel, the superior and thesubordinates are in direct contact with eachother, so a better understanding developsbetween them.

4. The information is filtered at every level of

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organisation which ensures that only essential& necessary information passes to the nextlevel.

5. Formal channel covers all sub-systems of anorganisation.

2009 - May [17] {C} (a) Explain the factors which are responsible for the growingimportance of communication of an organisation. (5 marks)Answer :According to Sir John Harvey-Jones "Communication is the single most essentialskill. Effective communication is the need of the day”. In recent timescommunication has become all more essential due to the following reasons :

1. Growth in the sizeof the businessorganisation

An efficient system of communication is requiredbecause the business organisations are growingtremendously. Thousands of people work in theorganisation. Organisations have factories oroffices in different parts of the country or evenworld.

2. Advance technology Day by day rapid changes are taking place inscience and technology leading to obsolescence ofold technology. Thus in order to upgrade ormodernise technology proper communicationbetween the superior and subordinate in anorganisation is a must.

3. Tough competitionin the market

Globalisation and liberalisation have resulted in cutthroat competition. Thus to survive suchcompetition, persuasive communication in form ofadvertisement, publicity, personal contacts isessential.

4. Growingspecialization

Division of work paved way for specialists to workin different departments. Sound communication isthus essential for ensuring mutual co-operation andunderstanding between different departments.

5. Trade unionmovement

Trade union movement is on its growth.Management now has to consult trade unions on

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various matters. A strong and meaningful relationbetween management and trade union is possibleonly by effective communication.

6. Human Relation Employee’s participation in management helps todevelop among them a sense of loyalty andbelongingness towards the organisation. Thuseffective communication between management andemployee is necessary to develop mutual trust andconfidence.

7. Public Relations Public relations help an organisation to improve itsimage in society as the organisation has a socialresponsibility specially towards the customers.

2009 - Nov [14] (a) What are the merits and demerits of grapevine form ofCommunication. (5 marks)Answer :

Informal Communicationor Grapevine

Informal communication is known as grapevine.People generally like to form and move in groups.Grapevine arises because of the desire of the peopleto communicate without following the formalchannels of communication. It follows no set lines,nor any definite rules, but spreads like grapevine, inany direction anywhere and spreads fast. This takesplace when members of an informal group pass oninformation and opinions to each other as well as toother informal groups. Although it exists outsidethe official network but continually interacts withthe formal communication.

Merits of Informalcommunication orGrapevine

1. It is free from formal lines of authority.2. Communication is faster and quicker as the

message has not to pass through prescribedroute.

3. There is no channel of command and it spreadsto all directions.

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4. If properly utilised it may supplement formalchannel of communication as it may be used toclarify managements view points.

5. It may also provide feedback to managers onthe reaction of a decision taken by themanagement.

6. Informal communication draws employeescloser to each other and builds up a co-ordialrelationship giving them psychologicalsatisfaction.

Demerits of InformalCommunication orGrapevine

(i) Grapevine often carries half-truth anddistorted information with an alarming rateof speed.

(ii) The people in an organisation are likely to bemis-informed and misled.

(iii) Since there is no chain of command it isdifficult to fix responsibilities on a particularindividual.

(iv) Often the information transmitted iscontradictory in nature.

(v) Grapevine is less orderly and less static andthus the image of the organisation may bespoiled.

2010 - Nov [4] (c) Explain the various forms of formal communication.(4 marks)

Answer :Human beings in an organisation are inter related to each other. They are related bothformally as well as informally. These relationships are maintained by means ofcommunication. Therefore there exists in an organisation two channels ofcommunication :1. Formal channel of communication.2. Informal channel communication.

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A formal channel of communication is the officially prescribed route for the flow ofcommunication. It is that route of communication which is institutionally determinedand is associated with status or position of the receiver and sender. The formalchannels are deliberately related to ensure that accurate information flows smoothlyand timely.

Components of Formal Communication

1. DownwardCommunication

Communication that flows from the top level of theorganisation to the bottom level along with thescalar chain is known as downwardcommunication. Examples for such type ofcommunication are orders, instructions, rules,policies, programmes and directives etc. It specifiesthe extent of the subordinates authority and theirresponsibility.

2. UpwardCommunication

Upward communication is just the opposite ofdownward communication. In this communicationsystem, the message is transmitted from the bottomof the organisation upwards to the top of the

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organisation through the middle managers alongwith the line. Usually this includes workersgrievances, suggestions and reactions. Thiscommunication system is not appreciated by thesuperiors. But it has assured importance in moderntimes and is considered to be a main source ofmotivating employees.

3. HorizontalCommunication

The flow of information between departments orpeople of equal level in an organisational structuremay be termed as horizontal or lateralcommunication. The two departments may beunder the same superior or may have differentheads. Such communication may be written or oral.The main object of lateral communication is toco-ordinate the efforts of different departments orpersons.

4. DiagonalCommunication

Diagonal Communication is between people whoare neither in the same department nor on the samelevel of organisational structure. It cuts acrossdepartmental lines. It generally takes place whenmembers cannot communicate effectively throughother channels.

KZ - 1 Knowledge ZoneThe upward, downward, horizontal or diagonal communication may be oral,written, formal, informal or even gestural.

2010 - Nov [7] (d) State reasons for selecting the oral mode of communicationinstead of the written mode of communication. (4 marks)Answer :

Oral Communication Oral communication means communicationthrough words spoken i.e. by speech :In oral communication, both the parties to theprocess, i.e. sender and receiver, exchange their

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ideas through oral words either in face to facecommunication or through any mechanical orelectrical device, such as telephone etc. In thissystem, person can exchange their feelings fullyand clarification regarding any doubt or ambiguitymay be sought. Oral communication is preferred byrank and file employees as well as supervisors andmanagers, as they enjoy the opportunity to askquestions and to participate. Oral communication ischaracterized by 7 Cs - Clarity, Candidness,Completeness, Conciseness, Concreteness,Correctness and Courtesy.

Reason for selecting oral mode of communication instead of written mode ofcommunication

1. Economical Oral communication is relatively less expensive. Itsaves the money spent on stationery in anorganisation.

2. Time saver Oral communication is fast. It saves the timeinvolved in writing the message.

3. Flexible Oral communication is very flexible in sense itprovides an opportunity to the speaker to correcthimself and make himself clear by changing hisvoice, pitch, tone, etc. This is not possible inwritten communication.

4. Quick response Oral communication is also helpful in gettingquicker response from the receiver. The speakergets immediate response from the receiver. It thusprovides immediate feedback to both sender andreceiver.

5. Personal touch Oral communication is personal in nature. It is thisnature that brings superiors and subordinates closer.It is also an effective tool of persuasion.

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6. Maintains secrecy Oral communication has an added advantage ofmaintaining secrecy. Oral messages can be moreeasily kept confidential than written messages.

7. Groupcommunication

Oral communication is an effective tool forcommunicating with the groups at large. Groupreactions can also be interpreted immediately to arriveat reasonable conclusions.

2011 - May [4] (c) Explain the merits and limitations of oral communication.(4 marks)Answer :Merits: Please refer 2010 - Nov [7] (d) on page no. 506

Disadvantages/Limitations

1. Time consuming Oral communication may not be time saver always.Many a times it is seen that meetings continue fora long time without arriving at any satisfactoryconclusion.

2. Poor retention Oral communication is more likely to be forgotten.The listener cannot always retain oral messages inhis memory for long. Sometimes even the speakermay not remember what he actually said.

3. Not suitable forlengthy messages

Very often oral communication gets distorted. Thisis more so in case of lengthy messages whencommunicated through various levels of hierarchy.

4. No record No permanent record is kept in case of oralcommunication. In the absence of record, oralmassages have no legal validity.

5. Misunderstood In oral communication, much depends upon thetone, pitch, voice, etc. The speaker, due to his poorvocal expression, may not be able to make himselfclear and the listener may also be inattentive. Thusthe message maybe misunderstood. A word spokenonce cannot be taken back.

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6. Not precise Oral communication is not precise and to the point.People are more precise when they write ratherwhen they speak. Very often, the exact message tobe conveyed is lost in a mass of words.

2011 - May [5] (c) "Importance of communication is increasing day-by-day in thebusiness organisations." State the reasons for this increasing importance. (4 marks)Answer :Please refer 2009 - May [17] {C} (a) on page no. 501

2011 - May [7] (d) How is "noise" a barrier to effective communication ?(4 marks)

Answer :Communication is the process of passing information and understanding from oneperson to another. Any thing that obstructs the free flow of communication is referredto as Barrier to communication.Noise is the first and foremost physical barrier to effective communication. Itobstructs and reduces the sending and receiving of communication.Noise may be caused by: Machines Equipment Communication device Disturbances at the time of transmission.Noise may occur at any of the following level: The sender’s level

Eg: Sender may use ambiguous or confusing signal. The receiver’s level

Eg: Receiver may misinterpret the message. The Medium of communication

Eg: Faulty communication device or disturbances at the time of transmission.Sources contributing to noise factor are: Poor timing Network Break down In appropriate channel

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KZ - 2 Knowledge Zone

Types of Barriers in Communication

1. Physical Barrier • Physical Distance• Noise

2. Socio - Psycho-logical Barrier orPersonal Barrier

• Biased Attitude and Opinions• Status Consciousness• Relation with fellow worker• Poor retention• Poor listening

3. O r g a n i s a t i o n a lBarrier

• Hierarchical distance• Diversion• Colouring• Goal conflict

4. Semantic Barrier • Words with different meaning• Denotations and Connotations• Wrong assumption

5. Mechanical Barrier

• Information overload• Loss by transmission

2011 - Nov [3] (c) Point out the factors which lead to grapevine communication.(4 marks)Answer :Informal communication is known as grapevine. People generally like to form &move in groups. Grapevine arises because of the desire of the people to communicatewithout following the formal channels of communication. It follows no set lines, norany definite rules, but spreads like grapevine, in any direction anywhere and spreadsfast. This takes place when members of an informal group pass on information andopinions to each other as well as to other informal groups. Although it exists outsidethe official network but continually interacts with the formal communication.According to Keith Davis grapevine is a product of situation. It steadily takesplace when:1. Workman in the organisation are faced with uncertainties like promotional

chances, increments, job insecurities, etc.

[Chapter 1] Essentials of Communication O 2.25

2. When there are possibilities of certain changes in an organisation like change inpolicy, adoption of new technology, etc.

3. When workmen are physically situated close enough to influence and trust eachother.

2011 - Nov [5] (c) Draft a business letter, presuming your facts that you havereceived the goods from the company and you are sending payments.

(4 marks)

Answer :The Scanner Academy

Regd. office : 3rd Floor, Tulsiani PlazaAllahabad, U.P.

Phone: 12345678Fax: 87654321

e-mail : tsa@gmail.com

Dated..............Mssrs. Shuchita Prakashan,17, LIC Colony, Tagore Town,Allahabad.Dear Sir,

SUBJECT: Acknowledgment of receipt of Books vide ConsignmentNo.................This is to thank you for the prompt service on your part to deliver theconsignment at the odd hour of our order. On our part we are sendingherewith a crossed cheque in favour of your company.Thanks once again for your attentionYours SincerelyOn behalf of TSA

2011 - Nov [7] Answer the following :(e) What do you understand by the “Semantic Barriers” to communication?

(4 marks)

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Answer :

Semantic Barriers Semantic means the relationships of signs oftheir reference. Semantic barrier arises fromthe disadvantages of the symbolic system.Symbols have got number of meaning andone has to choose any one of them accordingto the requirement of communication. Hence,a meaningful distinction should be madebetween inferences and facts.

Semantic refers to the study ofrelationship of words and signs. It arises fromthe disadvantage of symbolic system. Symbolor the language is the most important tool ofcommunication which has to be used verycarefully:

(i) Words withdifferentmeaning

Some words convey more than one meaning.When the receiver assigns a different meaningto a word than what the sender intended, thereoccurs mis-communication.

(ii) Denotation andconnotations

Words have two types of meanings. Denotationsand connotations. Denotations are the literalmeanings of the words while connotations arethe suggestive meaning of the words.Connotations may be positive or negative. Fore.g. word cheap may be connoted as low priced(positive connotation) or low quality (negativeconnotation) Difference in connotations maymisinterpret a particular massage.

(iii) Offensive style ofcommunication

Badly expressed messages lose their impact.Offensive style of communication leads tocommunication breakdown causing loss oftime and money.

(iv) Wrongassumptions

Communications should not be based onassumption as it may lead to wronginterpretation. All possible efforts should be

[Chapter 1] Essentials of Communication O 2.27

made to clarify assumptions.(v) Selective

perceptionsMany a time the message is decoded by thereceiver in a way which may be selective. Inother words, most of the receivers protect theirown interest and expectations leading to aparticular type of feed back which becomes acommunication problem.

2012 - May [1] {C} (d) Explain the socio-psychological barriers of communicationin relation to an organization. (5 marks)Answer :Please refer KZ - 3 and KZ - 4 on page no. 520 and 521

2012 - May [3] (c) What do you understand by non-verbal communication? Explainits methods in brief. (4 marks)Answer :

Non-verbalcommunication

Non-verbal communication is that communicationwhich involves neither written nor spoken words buttakes place without the use of words. In it we areconcerned with such things as body movements,space, time voice tone/pitch, general characteristicsof the environment colour, and any kind of audio orvisual signals that the communications may use.

Kinesics According to a scientific analysis, verbalcommunication accounts for 7%, bodily movement,gestures account for 55% and voice, tone etc.account for 38% of our total communication.

Since bodily movement, gestures, etc. are soimportant for communication, they are beingsystematically studied as a sub-area of non-verbalcommunication. It has been termed as Kinesics. Theword Kinesics literally means body movements. Itstands for the way the body communicates withoutwords, and through various movements of its parts.

Movements of All body movements, postures, gestures, etc. are

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Persons guided by our thought processes, emotions etc. Ournodding of head, blinking of eyes, waving of handsand shrugging of our shoulders sends out signals andmessages that speak louder than words. That is whyit is called 'Body Language'. Just as languages usesets of symbols to convey meaning, our body tooboth consciously and un-consciously, knowingly andunknowingly carry messages, status relationships,moods warmth, indifference, etc. One has to inferthese meanings from body symbols.

Para Language Para' means ‘like’. Para language literally means ‘likelanguage’. It is non-verbal communication which isclosely related to verbal communication. It is non-verbal communication because it does not comprisewords. It is 'like' verbal communication because it isrelated to the way the words are spoken. Without it,words do not convey their intended meaning. Whileverbal communication consists of 'what' or thecontents of words, paralanguage involves the 'how' ofa speaker’s voice or the ways in which the speakerspeaks. Example of paralanguage is voice, wordstress, etc.

Space Language Non-verbal communication involves not only bodylanguage and para language but also the spacearound us. Proxemics is the study of how wecommunicate with the space around us. The spacehere means the distance between the sender andreceiver of the message in oral communication. Thisdistance is called proximity .Edward T. Hall has done very useful and interestingwork in this area. Placing ourselves in the center hehas presented the space around us in the form of thefollowing concentric circles :Distance wise it can be stated as below :Intimate: Physical contact to 18 inches

[Chapter 1] Essentials of Communication O 2.29

Personal: 18 inches to 4 feetSocial: 4 feet to 12 feetPublic: 12 feet to as far as one can see or hear.

Surrounding Surroundings or physical environment speaks alanguage of its own. It is a vast area. Two importantparts of surrounding are colour and layout. We getmeaning from our surrounding.

Similarly our choice of colour and design givesignals to others

1. Colour Colours have been used since longto convey meanings. There exists,what we may call a 'colour language'Different colours are associated withdifferent attitude, behaviourialpattern and cultural background forexample white – stands for peaceand chastity. Pink, red, yellow, blue-represent cheerfulness. Black, grayis associated with sobre mood andnegative feelings.

Right choice of colours for ourclothing, home and office interiors,decorations etc. helps in effectivecommunication.

2. LayoutandDesign

The layout and design of an officeprojects the image of anorganisation. A tastefully decoratedoffice creates good impression. Thusthe space arrangement of an office,the furniture and its colour designetc. are important in communication.

Time Language Time language is another type of non-verbal

2.30 O Solved Scanner IPCC Gr. I Paper - 2C

communication. Under it people communicate witheach other in terms of time by showing them in asophisticated way, the worth of time. Time pervadesour thinking and dominates our communication. Allcommunication is meant to be suitably timed. Timemanagement is now one of the most important part ofoverall management.

2012 - May [5] (c) Mr. X has received a cheque book from his bank (SunBank) where he (X) has his savings account. Write a letter to the Bankacknowledging the receipt of the cheque book. (4 marks)Answer :The Manager,

Sun Bank,Allahabad.

Date:Dear Sir,

Subject: Acknowledgment of receipt of Cheque Book.This is to bring to your kind notice that I have received a Cheque Book on21st of this month. It contains 20 cheques bearing No. from 10121 to 10140which I found to be correct.Thanking youYours FaithfullyX(A/c No..................)

2012 - Nov [1] {C} (d) Explain clearly the different types of grapevine chainsin an informal communication. (5 marks)Answer:Please refer 2008 - May [17] {C} (a) on page no. 494

2012 - Nov [7] Answer the following:(d) State the advantages of formal communication. (4 marks)Answer:Please refer 2008 - Nov [17] {C} (a) on page no. 500

[Chapter 1] Essentials of Communication O 2.31

2013 - May [7] Answer the following:(a) State reasons for selecting “oral mode of communication”. (4 marks)Answer:Please refer 2010 - Nov [7] (d) on page no. 506

2013 - Nov [2] (c) State the major advantages of formal communication.(4 marks)

Answer:Please refer 2008 - Nov [17] {C} (a) on page no. 500

2013 - Nov [7] Answer the following :(d) “Communication is the life blood of a business organisation.” In this

reference state the factors which have increased the importance ofcommunication in the present business world. (4 marks)

Answer:Please refer 2009 - May [17] {C} (a) on page no. 501

2014 - May [1] {C} (d) What important factors should be considered to make oralcommunication effective? (5 marks)Answer:Voice is the most important element of para language. It plays an important role incommunication. It is the first tool of effective communication. It conveys themessage in a very effective way. A message can be conveyed more effectivelythrough voice by considering the following points:

1. Variation of pitch Pitch means quality of sound. In order to break themonotony of the speech, variation of pitch isessential. Variation of pitch is also necessary to keepthe listener interested in the speech which is the veryessence of communication.

2. Variation ofvolume

Variation of volume puts life into one’s speech.Variation of volume should be done according to thesize of audience. The volume should be such whichmakes the speaker audible.

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3. Speed ofspeaking

Different part of the message should be spoken atdifferent speed. Generally the part easilyunderstandable can be spoken at a high speed whileparts difficult to understand should be spoken in aslow speed. The speed thus should be such whichensures fluency.

4. Pause Pause is essential. One cannot go on speakingcontinuously. But a pause should be used effectively.It should be used at right time which not only givesthe speaker a time to breathe but also gains thelistener's attention.

5. Non-fluencies Non-fluencies ‘up’ am, you know, etc., if usedcarefully and sparingly add to the fluency of thespeaker, giving him time to breathe and making thelistener more alert.

6. Personal touch Oral communication is personal in nature. It is thisnature that brings superiors and sub-ordinates closer.Thus, this factor has to be kept in mind.

7. Proper listening No oral communication can be effective withoutproper listening. Listening is a deliberate effort. Poorlistening defeats the very purpose of communication.

8. Eye contact Eye contact is of paramount importance in oralcommunication. As eyes express the emotions likeanger, fear, adamant, nervousness, etc.

9. Kinesics A person can make oral communication effective byclosely following kinesics i.e. study of bodymovements. This is because people communicatemore through body language than words.

10. Feedback Feedback makes communication a two way process,systematic use of feedback keeps to improve futuremessages.

2014 - May [2] (c) Briefly explain the “Grapevine Chains” propounded by theexperts in relation to informal way of communication. (4 marks)

[Chapter 1] Essentials of Communication O 2.33

Answer:Please refer 2008 - May [17] {C} (a) on page no. 494

2014 - Nov [1] {C} (d) Prepare the detailed checklist for composing businessmessage in an organization. (5 marks)Answer:Please refer 2007 - Nov [20] on page no. 491

2014 - Nov [2] (c) Explain the term “Semantic Problems” as the source contributingtowards noise factor. (4 marks)Answer:Please refer 2011- Nov [7] (e) on page no. 511

2014 - Nov [7] Attempt the following:(d) What are “Socio-psychological Barriers” to effective communication?

Explain. (4 marks)Answer:Please refer KZ - 3 and KZ - 4 on page no. 520 and 521

2015 - May [1] {C} (d) Explain the ‘factors that lead to grapevine communication’.(5 marks)

Answer:Factors leading to grapevine communication:1. Needs Genuine need for people to communicate with Co-

workers.2. Uncertainty Feeling of uncertainty or lack of sense of direction

when the organization is passing through a difficultperiod.

3. Feeling ofInadequacy

Feeling of inadequacy or lack of self confidence on thepart of the employee, leading to the formation ofgroups.

4. Favouredgroup(coterie)

Formation of a coterie or favoured group by themanager, giving other employees a feeling of insecurityor isolation.

2015 - Nov [1] {C} (d) State reasons for selecting oral mode of communicationsinstead of written mode of communications. (5 marks)

2.34 O Solved Scanner IPCC Gr. I Paper - 2C

Answer:Please refer 2010 - Nov [7] (d) on page no. 506

2015 - Nov [4] (c) Prepare a check list for organizing the messages in a business firmas a job of composing business messages being assigned to you. (4 marks)Answer:Please refer 2007 - Nov [20] on page no. 491

2016 - May [6] (d) Explain the term ‘Paralanguage’ relating to non-verbalcommunication. (4 marks)

KZ - 3 Knowledge Zone

Socio- Psychological Barrier of Communication

Communication to be effective should be free of barriers which obstruct thefree flow of communication. Social and psychological factors are the mostdifficult barriers to communication. These consist of the following :

1. Attitude andopinions

The personal attitude and opinions of the receiveroften interfere with communication. If the messageis consistent with the receiver's attitude andopinion, he receives it favourably. When themessage is inconsistent with the receiver’s attitudeand opinions, it is not likely to be receivedfavourably.

2. Emotions Emotions like fear, anger, worry, nervousness blockthe mind. It also blurs the thinking power and onefails to organise the message properly. When themessage is not organised properly it cannot beconveyed effectively.

[Chapter 1] Essentials of Communication O 2.35

3. Status difference Status consciousness is a very serious barrier.Subordinates fail to communicate to with theirsuperiors because either they are too conscious oftheir low status or too afraid of being snubbed off.Similarly many executives keep distance from theirsubordinates thinking it too degrading to consultthem.

4. Inattention In attention arises due to mental preoccu-pations ordistractions. These causes barriers tocommunication.

5. Closed mind A person with closed mind is not willing to listenand is not prepared to reconsider his opinion. Assuch it is very difficult to communicate with suchperson.

KZ - 4 Knowledge Zone

Other Barriers of Communication :

1. Distrust Distrust after fails to deliver the right message. When thereceiver is biased or hostile towards the sender the messageis either ignored or misinterpreted.

2. Poorretention

Successive transmission of the message are decreasinglyaccurate. In the process of transmission a part of the messageis lost at every stage. This is because of poor retention on thepart of the receiver. Thus incomplete message is conveyed.

3. Prematureevaluation

Premature evaluation prevents effective communication.Some people form a judgement even before receiving thecomplete message. And once judgement is already formedthe mind is closed to the rest of the message.

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KZ - 5 Knowledge Zone

It is very true that 90% of the problems in any organisation are caused byineffective communication. It is evident from the following :

1. Unclear message When the sender is not sure of what he wants tocommunicate, why he wants to do it, to whom hewants to communicate, his message can never beclear. This is more so because a clear message cannever be sent from unclear mind. An unclearmassage is likely to be decoded in different waysgiving different meanings.

2. Incompletemessage

Incomplete messages keep the receiver guessing.This creates misunderstanding and often delaysaction.

3. Incorrect message When incorrect message is communicated, wrongdecisions are taken in light of incorrect message.

4. Absence ofattention

Both the receiver and sender have to pay their fullattention. Lack of attention leads to distortion ofmessage giving out a different meaning.

5. Noise Ineffective communication also results from noise.Noise acts as a major barrier to communication.Noise distracts the persons and incorrect messageis conveyed.

[Chapter 1] Essentials of Communication O 2.37

* This table contains the Similarly Asked Questions. Please pay moreattention to such question.

Similarly Asked Questions*

No. Category Question Marks Frequency

1 Descriptive State the major advantages of formalcommunication.

08 - Nov [17] (a), 13 - Nov [2] (c) 5, 4 2 Times

2 Descriptive "Importance of communication isincreasing day-by-day in the businessorganisations." State the reasons for thisincreasing importance.

09 - May [17] (a), 11 - May [5] (c) 5, 4 2 Times

3 Descriptive Explain the socio-psychological barriersof communication in relation to anorganization.

12 - May [1] (d), 14 - Nov [7] (d) 5,4 2 Times

4 Descriptive Explain clearly the different types ofgrapevine chains in an informalcommunication.

08 - May [17] (a), 12 - Nov [1] (d),14 - May [2] (c) 5, 5, 4 3 Times

5 Descriptive Answer the following:State reasons for selecting “oral modeof communication”.

10 - Nov [7] (d), 13 - May [7] (a) 4, 4 2 Times

6 Descriptive Explain the ‘factors that lead to grapevinecommunication’.

11 - Nov [3] (c), 15 - May [1] {C} (d) 4,5 2 Times

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Table Showing Marks of Compulsory Questions

Year 11N

12M

12N

13M

13N

14M

14N

15M

15N

16M

Descriptive 5 5 5 5 5 5

Total 5 5 5 5 5 5