IMTS INTERNATIONAL BUSINESS MANAGEMENT (Communication management)

I ns t i t ut eofManage me nt & Te c hni c alSt udi e s

COMMUNI CATI ONMANAGEMENT I NTERNATI ONALBUSI NESSMANAGEMENT www. i mt s i ns t i t ut e . c o m

IMTS (ISO 9001-2008 Internationally Certified) COMMUNICATION MANAGEMENT

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COMMUNICATION MANAGEMENT CONTENTS:

UNIT-I

01-19

COMMUNICATION Introduction Objectives Definition Need for communication Importance of communication Process of communication Principles of communication Types of communication Media’s of communication Barriers to communication Making communication effectively Summary

UNIT-II

20-23

EFFECTIVE SPEAKING Introduction Characteristics of a good speech Profile of a good speaker Planning to speak Model speech.

UNIT-III

24-25

USING THE TELEPHONE 3.1

Telephone

3.2

Merits and demerits of Telephone

3.3

Developing telephone skills

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UNIT-IV

26-34

JOB SEARCH Application letter Types of Application letter Forms and contents of an application letter.

Interview Interview technique Interviewer’s preparation for the intnerview How to conduct the interview How to become an effective interviewer.

Interviewer’s preparation for the interview.

Arriving for the interview.

How to conduct yourself during the interview.

Suggestions to ensure the success of an interview.

UNIT-V

35-44

REPORT WRITING 5.1

Report

5.2

Importance of report

5.3

oral and written report

5.4

Types of business report

5.5

Characteristics of a good report

5.6

Selecting a suitable type of report

5.7

Preparing a report.

5.8

Organization of a report

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UNIT-I Communication Introduction Objectives Definition Need for communication Importance of communication Process of communication Principles of communication Types of communication Media’s of communication Barriers to communication Making communication effectively Summary

1.1 INTRODUCTION The word communication has been derived from the Latin word ‘communit’ which can be translated as common. The communication can be defined as the process through which two or more persons come to exchange ideas and understanding among themselves. A hospital is a social system.

Communication is the means which social inputs are fed into social systems.

The process of communication makes it possible for managers to carry out their task responsibilities.

Information must be communicated to managers so that they will have a basis for

planning; the plans must be communicated to others to be carried out.

Organizing requires

communicating with people about their job assignment. Leading requires managers to communicate with subordinates so that group goal can be achieved.

Oral, written, and increasingly electronic

communications are an essential part of controlling. Managers can carry out their management functions only by interacting and communicating with others. The communication process is thus the foundation for the management functions.

1.2 Objective of Communication 1. Information The purpose of all communication is to bring about a change for the better. The intention of the communication is to influence some action in order to promote common welfare of a group or an organisation.

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For e.g., An Indian farmer requires some information regarding the weather, prices, seeds, irrigation etc., Thus communication plays a vital role in giving information.

2. Advice The word advice is also a kind of information. Parents advice their children, elders advice the young, teachers advice their pupils, politicians advice a large group. Advice means opinion given or counsel Hence advice denotes some communication which is aimed at bringing about a change.

3. Order One of the objectives of communication is to convey orders and get them operated and receive a feed back. An order operates through communication. An order establishes the authority of the communicator. Normally if there is no conflict the order will be accepted automatically.

4. Suggestion To suggest means to call up on an idea. It also means to propose something for acceptance or rejection. Communication is used to convey suggestions or ideas. This happens in any social group like a family, office, factory, state, nation etc., Effective communication promotes the acceptance and trial of good suggestions.

5. Persuasion To persuade means to convince another or induce a person to do (or) go into action. The teacher persuades his pupils to listen to him and study. The politician persuades the voters to vote for him and his party. The managing director persuades his subordinates to do the work according to his way of thinking.

Hence persuation is one of the important objective of communication. Persuation takes place through some kind of communication.

6. Warning To warn means to give notice to put on guard or to mentally register danger. We frequently notice such warning as "Beware of Dogs"," No Smoking", "Danger" etc. Warnings are given by a higher official 'to his subordinates in offices and factories. Hence warnings being a method of communication is essential to get the work done.

7. Motivation Motivation means impelling power or to induce a person to act. For example, desire, fear etc.

Motivation is one of the important functions of management. We often say that the manager motivates the worker in a factory and gets the work done. For this the manager has to constantly communicate with-the men he manages. Hence motivation can be successful only through proper communication.

1.3 DEFINITION FOR COMMUNICATIOIN “The process of passing information and understanding from one person to another.

It is

essentially a bridge of meaning, a person can safely cross the river of misunderstanding that separates all people�.

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Communication is the sum of all things one person does when he wants to create under-standing in the mind of another. It involves a systematic and continuous process of telling, listening and misunderstanding.

1.4 Need for communication In olden days, the scale of business operations generally used to be very small. The sole proprietor or the partners of a partnership firms carried on their business in a small area, knew their customers personally and dealt with them face to face. Hence, they did not feel the necessity of commercial correspondence.

But conditions are different these days. The great developments in trade and commerce which have taken place over these years have led to a corresponding increase in communication by letters. The ever quickening pace of business life, and the expansion of trade have compelled business concerns to make use of business letters on a very large scale in order to maintain close and uninterrupted business relations with their customers. Thus a business letter is a must in modern business. It serves as a lubricating oil to the wheels of Business. It is the life blood of commerce. Without proper communication.

1.5 Importance of communication Commercial correspondence has been playing a significant part in commercial progress.

Correspondence is one of the main channels through which a business house makes and maintains contact with the outside world.

Business correspondence is so important to a business house that experts compare it to the process of human respiration. They opine that the business correspondence is a vital factor run smoothly.

The scope and importance of commercial correspondence is fast increasing every day because of the following reasons: 1) A considerable portion of commercial or business writing is found to be in the form of letters. Effective communication is the crux (basic of necessity) of human civilisation. Language is the most suitable and effective medium of communication to establish essential links among individuals in different walks of life. Effective communication can be established only through effective letter.

2) Commercial correspondence is expected to open up and maintain good business relations in order to introduce, promote and conclude business transactions. Thus, it is regarded as a very valuable instrument with business men.

3) Effective commercial correspondence has enabled businessmen from one corner of the globe to capture and expand markets all over the world. Business correspondence is therefore rightly called as "The life blood of modem commercial world".

4) Business agreements concluded orally or through telephone will not be upheld in the courts of Law, unless they are made in writing. Unnecessary misunderstanding and troubles can be eliminated if all agreements are confirmed by letters.

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5) A business letter is always cheaper. It can handle accurately even the most intricate (complicated) transactions.

6) On many crucial occasions, a letter can achieve certain appreciable results which a personal interview may not. For a businessman, time is money, he cannot afford to waste his precious time.

The loss of time involved in long personal and business talks can be done away by writing short letters. Even if the letters are long, they can be kept aside during busy hours and read during leisure hours.

7) The tongue and the pen are the interpreters of mind, of these two, tie pen is more faithful than the tongue. This is because the tongue being seated in a most slippery place, may fail in her expressions.

But the pen having the greater advantage is not so subject to error.

8) The unpleasant task of refusing a request at an interview can be conveniently accomplished through a letter.

1.6 Process of communication Communication process may involve the various elements as shown in figure.

SENDER

IDEAS

ENCODING

CHANNEL

FEEDBACK

RECEIVER

D E C O D I N G

Thus, the above figure shows the following elements in this process.

1. Sender The person who intends to make contact with objective of passing information, ideas to other persons is known as sender.

2.Ideas This is the subject matter of communication. This might be opinion, attitude, feelings, views, suggestions, orders, etc.

3. Encoding Since the subject - matter of communication is abstract and intangible; its transmission requires the use of certain symbols such as words, actions, pictures, etc. Conversion of the subject matter into these symbols is the process of encoding.

4. Channel These symbols are transmitted through certain channels, e.g. radio, telephone, air etc., depending upon the situation of the two parties, viz., sender and receiver.

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5. Receiver Receiver is the person to whom message is meant for.

6. Decoding Receiver converts the symbols received from the sender to give him the meaning of the message.

7. Feed Back Feedback is necessary to ensure that the receiver has received the message and understands it in the same sense, as sender wants. Further, it also acts as an energising factor, there by changing the course of action in the communication.

1.7 PRINCIPLES OF EFFECTIVE COMMUNICATION (OR) EIGHT ‘C’ S OF COMMUNICATION 1. Conciseness (Brief) Every business letter must be as concise as possible. Making use of as few words as possible without sacrificing clarity, correctness, completeness or grammatic accuracy, saves the time of the writer and readers and receives his prompt attention.

To achieve this, one must strictly avoid verbosity and padding (unnecessary sophisticated words).

One can achieve conciseness by 1. Eliminating all stock phrases and unnecessary sentences.

2. Avoiding any sentence that may insult the readers.

3. Revising each sentence to make it simple and brief.

2. Clarity When once you have decided about what to say -say it clearly. You should avoid vague meaningless words like “We beg to acknowledge the receipt” “1t will be our earnest endeavour”. One should not use worn-out, business jargons and pets (favourite words) and also avoid patentic words (book words).

3. Completeness Every business letter must deal with its subject in full. It should present all essential ideas. It must not leave any facts or information relevant to the subject matter.

To make your letter complete without omission of important details 1. Imagine the person to whom you are writing 2. Collect, examine and compare the facts and figures which should find a place in your letter.

3. Review the material so collected, group it into related units, ensure that nothing has been left out of consideration.

4. Start writing or dictating.

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4. Correctness Correctness is to a business letter what good manners to a gentleman. The information given in the letter must be accurate and not false or misleading. This is necessary in order to safeguard the reputation enjoyed by the business house and to be free from the danger of expensive action at law.

5. Consideration The consideration of the interests, wants and desires of the reader is regarded as an essential factor in every business letter. A business man should try his best to dispense with the “I” and “We” attitude. The style of a business should be such that the reader should feel that the letter contains an appeal to the reader’s interest, and is meant for promoting his benefit (‘You” attitude must be important).

6. Courtesy Courtesy or politeness costs nothing. A courteous business man says “Please”, when he wants a favour. And “Thank you”, when he receiver a favour, “i am sorry” when he feels that he has hurt someone's feeling. Courtesy however, does not mean servality. A business letter should never be written in flattering tone, because excessive servality will definitely lower the writer.

7. Concreteness A business letter should be completely free from vague and indefinite statements. The writer must always make use concrete vivid and interesting words in place of abstract and labourious ones.

He should always use words that can effectively 1. Create concrete pictures in the reader's minds.

2. Make him visualise what is written.

3. Stimulate him to action.

This quality is very necessary in sales letters.

8. Comprehensiveness A letter should be comprehensive. It should cover everything pertaining to the particulars subject or issue discussed or answered in the particular letter. Moreover, the various aspects should be so arranged that they can be easily understood by the reader. To achieve this the writer should comprehend every point that is of value in the body of the letter.

1.8 TYPES OF COMMUNICATION Hospital is connected with two types of communication: External and Internal. Externally, it has to communicate with the other hospital. Internal communication may again be of two types: Formal or official, and informal. Formal communication flows along prescribed channels, which all members desirous of communicating with the obliged to follow.

If a supervisor working in the reception department wants to get formally in touch with an accounts clerk, his communication will have to pass through the hands of the reception manager, the accounts officer, and a supervisor in the accounts department. Formal communication may move vertically or horizontally. Vertical communication can flow downward (from superiors to

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subordinates) or upward (from subordinates to superiors). Horizontal communication flows between employees of equal or comparable status. When a number of people, irrespective of higher status, sit down and confer with one another to arrive at a decision acceptable to all, is called consensus.

In addition to these formal channels of communication, there exists in every organization an informal channel, often called the grapevine.

1.8.1DOWNWARD COMMUNICATION This communication flows from a superior to a subordinate. Orders, individual instructions, policy statements, job-sheets, circulars etc. fall under downward communication. Downward communication is eminently suited to an organization in which the line of authority runs distinctly downwards, with each rank clearly below another, to which it is directly related.

Main Objectives of downward communication: 1. To again specific directives about the job being entrusted to a subordinate. The decisions taken at the managerial level are transmitted to the subordinate staff in the form of directives so that action may be initiated.

2. To explain policies and organizational procedures. A clear understanding of the policies gives the lower staff a wider perspective so that they can grasp and play their role more meaningfully.

3. To apprise the subordinates of their performance. If the performance of a subordinate is objectively assessed and the assessment communicated to him in a considerate tone, it will definitely promote his efficiency.

4. To give the information of the job. i.e., to explain to a subordinate the significance of the job assigned to him and why he has been entrusted with it.

Limitations of Downward communication 1. Under-Communication and over Communication: Downward communication is often mamried by either under-communication or over communication, i.e., a superior may either talk too little or too much about a job.

2. Delay: The lines of communication in downward communication being very long, transmitting information to the lowest worker is a time-consuming process. By the information reaches him, it may have lost much of its significance, or it may have caused damaging delay.

3. Loss of Information: Unless the communicated is fully written it is not likely to be transmitted downwards in its entirely. A part of it is almost certain to be lost. Infact, it has been experimentally verified that only 20 per cent of the communication sent downward through five levels of management finally gets to the workers level.

4. Distortions: In long lines of communication, is not only lost but also even distorted.

5. Built in resistance: The subordinate do not get any opportunity of participating in the decisionmaking process. They are expected to receive policy decision and directives without questioning their appropriateness, utility or validity, which they resent.

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8

UPWARD COMMUNICATIQN

The communication channel which pushed the flow of information upwards is known as upward channel of communication. Managers have only recently come, to recognize the, importance of upward communication.

Importance of upward Communication 1. Providing Feedback: Upward communication provides the Management with necessary feed back.

2. Outlets for the pent-up emotions: Upward communication gives the employee an opportunity to solve their problems and grievances.

3. Constructive suggestion Often employees offer constructive suggestions to promote the welfare of the organization. Some of these suggestions, when implemented, definitely prove beneficial.

4. Easier introduction of new schemes: Since the employees feel themselves to be part to the decision - making process, it helps the organization to introduce new schemes without unduly antagonizing the employees.

5. Greater harmony and Cohesion: Upward communication acts as a kind of lubricant. It makes the atmosphere in the company congenial. It makes the atmosphere in the company congenial and creates greater harmony and cohesion between the management and the employees.

Methods of Upward Communication 1. Open Door Policy: The employees are given a feeling that the manager doors are always open to them whenever they like, they can walk into his room, without any hesitation whatsoever, and talk to him about their problems.

2. Complaints and Suggestions boxes: At some convenient places in the office or the factory, complaints and suggestions boxes are installed.

3. Social Gatherings: Social gatherings are frequently arranged in different departments. These gatherings offer a very informal atmosphere in which the employees feel to talk about their problems.

4. Direct Correspondence: Sometimes the manager may directly write to an employee and ask him to communicate with him.

5. Reports: Employees may be required to submit reports about - the progress of their work at regular intervals.

6. Counseling: In some organizations, workers are encouraged to seek the counsel of their superiors on their personal problems.

Limitations of upward communication 1. Employees are usually reluctant to initiate upward communication. The Mangers might keep their doors open. But they cannot force the employees to walk into their room.

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2. Employees often feel that if they communicate their problems to their superiors, it may adversely reflect on their own efficiency.

3. Upward flow of communication is more prone to distortion than downward communication. In downward communication, distortion is often unconscious. But upward communication is deliberately distorted. Some managers lose their cool if they are confronted with unpleasant or unpalatable facts. While transmitting communication upwards, the transmitter is always conscious of how it will be received and he cannot resist the temptation of sugarcoating the information.

4. Sometimes, in the process of upward communication, workers become too bold, ignore their immediate superiors and directly approach the topmost authorities with their suggestions or complaints. This proves harmful in two ways. The officers who have been by-passed feel, slighted while the high-ups get suspicious of the workers intention superiors get strained and work suffers.

5. Any negligence shown towards upward communication makes the workers cynical. They carry impression that the opportunity to communicate upwards the management claims to have provided to them is only an eyewash. This acts as a barrier to upward communication in future.

1.8.3 HORIZONTAL COMMUNICATION Communication between departments or people on the same level in the managerial hierarchy of an organization maybe termed as Horizontal or lateral communication. Horizontal communication is extremely important for neither immediately needed nor can be adequately stored. The stores may report shortage of material when production is fully geared up. Scarcity of raw material promoting understanding and co-ordination among various departments.

1.8.4 GRAPEVINE In every organization an informal channel of communication called the grapevine is in operation.

It is quite natural for a group of people working together to be interested in one another and talk about appointment, promotions, retrenchments, or even domestic affairs, some people derive great pleasure from gathering such 'secret' information and transmitting it to others. They are the leaders who control the grapevine. Soon this top secret has reaches everybody.

Keith Davis rightly points out that the grapevine is more a product of the situation that it is of the person. Certain situations like insecurity of service, uncertainty over promotions, special increments to a particular employee, certain innovations in the organization likely to affect the job prospects of the employees, are sure to activate the leaders of the grapevine so that very soon all kinds of rumours have spread in the organization.

The grapevine is basically a channel of horizontal communication, for it is only people working at the same level of hierarchy who can informally communicate with one another with perfect case.

Importance of the grapevine

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1. A safety valve: Apprehensions experienced by workers on matters like promotions and retrenchments become an obsession with them.

2. Organizational solidarity and cohesion: The existences of the grapevine prove that the workers are interested in their associates. The very fact that they talk among themselves helps, to promote organizational solidarity and cohesion.

3. Supplement to other channels: All information cannot be transmitted to the employees through the official channels. If there is some useful information unsuitable for being transmitted through official channels, it can be transmitted through grapevine.

4. Quick transmission: The speed which information is transmitted through the grapevine is just remarkable.

5. Feedback: The grapevine provides feedback to the management.

Demerits of the grapevine 1. Distortion: One of the major drawbacks of the grapevine is that it may spread baseless or distorted news, which may some times proved harmful even to the employees.

2. Incomplete information: The grapevine information is usually incomplete.

3. Damaging Swiftness: The swiftness with which the grapevine transmits information may even be damaging. Armour may have spread and caused serious damage before the management becomes aware of it and can take any rectifying steps.

Ways to use grapevine effectively 1. The managers should try to spot the leaders. They should try to find out the people who are more active on the grapevine and keep them well informed so that harmful rumours do not reach the employees.

2. The grapevine should be used to feel the pulse of the employees.

3. If there is any false rumour, the management should immediately use the official channels to contradict and to dispel the fears of the employees.

4. If the workers are associated with decision - making, the rumourmongers will be automatically frustrated.

1.8.5 CONSENSUS In the corporate healthcare field, it is felt desirable that when the board meeting is held, decisions should be arrived at through consensus. Unanimous decisions help to project a good image of the organization among the employees as well as shareholders.

Consensus does not imply unanimity, for perfect unanimity is just impossible. It simply means that the majority of people subscribe to a particular view, which all the members are willing to accept in the larger interest of the organization. The dissent is there, but the dissent is not expressed.

1.9 Media’s of communication

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These days communication is possible through a vast variety of media. The managing Director desirous of communicating with the sales manager can summon him to his room, talk to him over the telephone, or send him a memo. If he wants to consult all the departmental heads, he would most probably convene a meeting. If information is to be transmitted to all the employe, a notice may be put on the notice board or a peon may circlative it among them, a senior officer may announce it over the public address system, or it may be printed in the office bulletin. Posters may be used to issue warnings. Communication with Government departments and other agencies is mostly conducted through written letters. General public can be reached through advertisements on the radio, the television, the cinema screen, or in the newspapers and popular journals. For communication to be effective, the communicator has to be very careful and judicious in the choice of media, which will depend on various factors like the urgency of the message, the time available, the expenditure involved and the intellectual and emotional level of the receivers.

1. Written communication includes letters, circulars, memos, telegrams, reports, minutes, forms and questionnaires, manuals, etc. everything that has to be written and transmitted in the written form falls in the area of written communication.

2. Oral communication includes face-to-face conversation, conversation over the telephone, radio broadcasts, interviews, group discussion, meetings, conference and seminars, announcements over the public address system speeches, etc.

1.9.1 Written communication Merits 1. It is accurate and precise 2. It can be repeatedly referred to.

3. It is a permanent record. It is a legal document.

4. It facilitates the assignation of responsibilities.

5.

It has a wide access.

Limitations 1. It is time – consuming 2. It is costly 3. Quick clarification is not possible.

1.9.2 Oral communication Merits 1. Oral communication saves time 2. In most of the cases (e.g., when it is within the organization) oral communication saves money also.

3. Speech is a more powerful means of persuasion and control.

4. With the help of variations in the tone, pitch and intensity of voice, the speaker can convey shades of meaning which he would not be able to do through written communication.

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5. The speaker can get immediate feedback.

6. Although the employees feel more secure when in possession of written messages, they find the oral messages more reliable, for they get an opportunity for feedback and clarification.

7. The informal plane on which oral communication is mostly carried out helps to promote friendly relations between the parties communicating with each other.

8. Oral communication is extremely useful while communicating with groups at assemblies, meetings, etc.

Limitations 1. Oral communication is not possible if the communicator and the receiver are far removed from each other.

2. Lengthy message are not suitable for oral transmission.

3. Oral messages cannot be retained for a long time.

4. Oral messages do not have any legal validity.

5. In oral message, responsibilities for mistakes, if any, cannot be specifically assigned.

Essentials of effective oral communication 1. Clear pronunciation 2. Brevity 3. Precision 4. Conviction 5. Logical sequence 6. Appropriate word choice 7. Avoiding hackneyed phrases and cliches.

8. Natural voice.

9. Finding the right register.

1.9.3 Face-to-face communication Face to face communication may, at the first thought, appear to be identical with oral communication. However, it is possible to visualize certain situations in which the two get distinguished.

Telephonic conversation is oral but we cannot call it face-to-face communication. The presidents of two countries greeting each other with a smile and warmly shaking each other’s hand are engaged in face-toface communication, although, for want of a common language, their communication cannot be described as oral. In most of the situations, however, all face-to –face communications are oral also.

Merits 1. Facial expressions and gestures help to communicate better 2. Particularly suitable for discussion.

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Limitations 1. Difficult to practice in large-size organizations.

2. Not effective in large gatherings.

3. Ineffective if the listener is not attentive.

1.9.4 Visual communication Facial expressions and gestures, printed pictures, posters, slides, film strips, etc, fall under visual communication.

Mime is an old art in which ideas and emotions are communicated through facial

expressions and gestures. We are all familiar with the two pieces of bone put in a cross-wise fashion with a skull placed in between and we all know that they signify danger. In cinema houses we often see a slide showing a lighted cigarette with a cross mark on it.

1.9.5 Audio-visual communication Audio – visual communication that makes use of telecasts, short films on the cinema screen and video tapes is a powerful medium of communication. It is a combination of sight and sound. It may make use of the written word also.

Audio – visual communication is found most-suitable for mass publicity, mass propaganda and mass education. Large business houses frequently make use of this technique to educate their workers and to popularize their products. The working of a new household appliance like a mixer or a washing machine, the effectiveness of a new detergent powder, the freshness of new designs in suitings and shirtings can be effectively demonstrated through audio-visual means.

Within the organisation, the

workers can be educated by suitable demonstrations on the close-circuit television screen.

In order to make an effective use of this technique, it is necessary to make the films and slides attractive and interesting, and the narration clear, precise, lucid and easily understandable. It is also advisable to keep the films short and to screen them at an appropriate time.

1.9.6 Computer-based communication Computer technology has dramatically changed the landscape of business communication today.

It is fast annihilating the barriers of time and space and the concept of our world turning into a small global village now appears to be a distinct and near possibility. For it is now possible to communicated instantaneously with people inhabiting the remotest place possible.

Advantages of computer technology 1. The quickest means of communication 2. Space no longer a barrier to communication.

3. Video conferencing can replace personal meetings.

4. Better means of keeping permanent record of valuable and bulky data.

5. World- wide web as a publishing platform.

Limitations 1. Uncertain legal validity 2. Fear of undesirable leakage

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3. The virus malady.

1.10 Barriers to communication There might be a number of such barriers impeding the flow of communication in the organization.

These may be classified as (i) external (ii) organizational and (iii) personal factors.

1.10.1 Semantic barriers Semantic barriers are obstructions caused in the process of receiving or understanding of the message during the process of encoding and decoding ideas and words. These barriers arise from the linguistic capacity of the parties involved. The following are some semantic barriers.

1 Badly expressed message Lack of clarity and precision in a message makes it badly expressed. Poorly chosen, empty words and phrases, careless omission, lack of coherence, bad organization of ideas, sentence structure, inadequate vocabulary, numbering repetition, jargon, failure to clarity implication are some common faults in this case. ii) Faulty Translators Every manager receives various types of communication from superiors, peers, subordinates and he must translate information destined for subordinates, peers and superiors into language suitable to each. Hence, the message has to be put into words appropriate to the framework, which the receiver operates. iii) Unclarified Assumptions There are certain excommunicated assumptions, which underline practically all messages.

Through a message appears to be specific its underlying assumptions may not be clear to the receiver. iv) Specialist’s Language It is often found that technical, personnel and special groups tend to develop a special, peculiar and technical language of their own. This increases their isolation from others and builds a communication barrier.

1.10.2 Emotional or Psychological Barriers Emotional or psychological factors are the prime barriers in interÂŹpersonal communication.

The following are some emotional barriers.

1) Premature Evaluation Rogersand Roethisberger in 1952 first pointed out this barrier. Premature evaluation is the tendency of prematurely evaluating communications, rather than to keep an uncompromised position during the interchange. Such evaluation stops the transfer of information and be gets in the sender a sense of futility. This barrier can be remedied by "empathy" non-evaluative listening, where the communicator is listed in a non-commit land unprejudiced why, so that sagacious decision and action can follow.

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2) In attention The preoccupied mind of a receiver and the resultant non¬listening is one of the major chronic psychological barriers. It is a common phenomenon that people simply fail to react to bulletins, notices, minutes and reports.

3) Loss by transmission and poor retention When communication passes through various levels in the organization, successive transmissions of the same message are decreasingly accurate. It is said that in case of oral communications about 30% of the information is lost in each transmission.

4) Distrust of Communicator It arises out of ill-considered judgement or illogical decisions or frequent countermanding of the original communication by the communicator. Repeated experience of this kind gradually conditions the receiver to delay action or act unenthusiastically, hence making the communications unsuccessful, though apparently it is complete.

5) Failure to communicate It is quite an accepted fact that manager often fails to transmit the needed messages. This might be because of laziness on the part of the communicator, or assuring that “everybody knows” or procrastination or “hogging” information or deliberately to embarrass.

1.10.3 ORGANIZATION BARRIERS Major organizational barriers may be follows. i) Organizational Policy The general organizational policy regarding communication acts as on over all guideline to everyone in the organization regarding how he is normally expected to behave in this matter. ii) Organizational rules and regulations Organizational rules and regulations affect the flow of communication by prescription the subject matter to be communicated and also the channel through which these are to be communicated. The rules may restrict the flow of certain messages and may leave many important ones. On the other hand, communication through proper channel in a specified way prescribed by these rules delays it and works against the willingness of persons to convey the message. This barrier is strongly operative in Indian public sector enterprises where observance of rules and regulations is more rigid. iii) Status relationships The placing of people in superior subordinate capacity in the formal organization structure also blocks the flow of communication and more particularly in upward direction. Greater the difference between hierarchical in terms of their status, greater would be the possibility of communication breakdown.

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iv) Complexity in organization structure In an organization where there are a number of managerial levels, communication gets delayed chances of communication getting distorted are more and the number of filtering are more. This is most true in case of upward communication, because people generally do not like to pass up the adverse criticism either of themselves or of their superiors. v) Organizational Facilities Organizational facilities provided for smooth, adequate, clear and timely flow of communication might take a number of forms. Some of these have been mentioned earlier in the communication media such as meetings, conferences, complaint box, suggestion box, open door system, social and cultural gatherings, etc. If these are not properly emphasized generally people fail to make effective communication.

1.7.4 PERSONAL BARRIERS While the organizational factors discussed above are, no doubt, important influence operating on communication. A host of factors internal to the two parties sender and receiver - to this process also important influence on its operation, as communication is basically an inter-personal process.

Barriers in Superiors 1.Attitude of superiors The attitudes of superiors towards communication in general or in any particular direction affect the flow of messages in different directions. For example, if this attitude is unfavourable, there is greater possibility that messages would not flow adequately from and/or to superior.

2. Fear of challenge to authority A person in the organization always tries to get a higher position and prestige to satisfy his needs.

As such managers in general try to withhold information coming down the line or going up as frequent passing of information may disclose their weakness.

3. Insistence on proper channel One of the basic features of superiors exercising of the authority is that they wish to remain in communication links and they do not like any type of by passing in communication.

4. Lack of Confidence in subordinates Superiors generally perceive, correct or otherwise, that their subordinate are less competent and capable, they are able to advise superiors or they may not have some information coming downwards.

5. Ignoring communication Sometimes superiors consciously and deliberately ignore the communication from their subordinates to maintain their importance.

6. Lack of Time Superiors feel, whether correct or otherwise, that they are overburdened with the work and they have little time to talk to their subordinates.

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7. Lack of Awareness Sometimes, superiors may lack awareness about the significance and usefulness of communication in different directions in general or of particular subject matter. In such a case, communication flow is blocked.

Barriers In Subbordinates Vertical communication in either direction can take place only when subordinates also actively participate in this process. There are various factors in the subordinate that adversely affect such active participation on their part. i) Unwillingness to Communicate Sometimes, subordinates do not communicate upwards certain information because they are not willing to do so. Thus, if a subordinate feels that be is likely to be adversely affected by a particular piece of information going up is utilized for control purposes to his superiors; he would not be willing to supplying. ii) Lack of Proper incentive lack of motivation to communicate also refrains subordinates to communicate upward. The rewards and punishment system of the organization is more responsible for this. Thus, if a novel suggestion by a subordinate does not evoke any attention from the organization, he would not convey it.

1.11 Making communication effectively There are various guidelines for making effective communication. American association has suggested some Commandments of good communication.

1.Clarity in Idea The communicator should be quite clear about what he wants to communication is a process starting with ideation, which includes generation of ideas, which are meant, for communication. This is the subject matter of communication and may include opinion, attitudes, feelings, views, suggestions, orders, etc.

2. Purpose of communication Every communication has some purpose, the basic purpose, of any communication being to get behaviour response from the receiver of the communication. However the ultimate objective may be extended further, for example, getting an order accepted by the subordinate. The communication should be. directed towards this objective by the efforts of communicator.

3. Empathy in Communication The way for effective communication is to be sensitive towards receiver's needs, feelings, and perceptions. This is what psychologist call empathy in communication, implying putting lase in other's shoes.

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4. Two - way Communication Communication is a two-way traffic and this fact the must be realized in communication. Two way communication brings two minds together which is the basic core of any communication. It involves a continuous dialogue between sender and receiver of the message.

5. Appropriate Language Decoding it into some symbols transmits the subject matter of communication. Such symbols may be in the form of words, either spoken or written, and gestures. If the words are used, the language used for communication should be such, which is understandable by the receiver. Technical terminology and multi-syllable words may be impressive looking, but they can also be trouble some to the listener. One way of making the communication simple is to use repetitive language with which the receiver is quite familiar.

6. Supporting Words with action Often it is said that action speaks louder than words while communication, the sender may use the actions to emphasis a point. This enhances the understanding as well as emphasizes the important point in communication. Further the sender of the message must also follow in action what he says to others. This will ensure the seriousness in communication.

7. Credibility in Communication One criterion for effective management communication is that it has credibility or believability.

The subordinates obey the orders of the superior because he has demonstrated through his competence that he is worthy for trust. He must also maintain his trust and credibility. The subordinates will follow thus any communication, which is based on this trust and credibility.

8. Good Listening A Communicator must be a good listener too. By this process, he is not only giving chance to others to speak but he gathers useful information for further communication. By concentrating on the speaker's explicit and implicit meant the manager can obtain a much better understanding of what is being said. Nichols has identified that managers suffer from some common habits of bad listening, though much of their communication time is spent in listening, Devis has suggested ten points which may be observed in listening. These are: stop talking, put the talker at ease, show the talker that you want to listen to; remove distractions, emphasis with the talker, be patient, hold your temper, go easy on argument and criticism, ask questions, stop talking. He has emphasized stop talking because without stopping talking, one cannot listen to.

1.12 Summary Communication is therefore viewed as the transfer of information from one person to another but the information thus transferred must be understandable to the receiver since nothing, in essence, can logically be called informatioin unless it informs someone.

Communication promotes mutual

understanding and co-operation among the various officials in an organization.

The communication

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should be direct as far as possible. The direct communication alone avoids any misunderstandings and misinterpretation.

Question for assessment 1) Define communication and explain the process of communication.

2) Explain briefly about the types of communication.

3) Upward communication is very useful but very difficult, could you suggest some methods of increasing its effectiveness?

4) What do you understand by grapevine? What is its importance in an organization?

5) Compare and construct written communication with oral communication.

6) What is meant by ‘media’ of communication? Broadly discus the relative merits and demerits of any one medium of communication.

7)

Explain the importance of communication.

8) Elaborate and explain the 8c’s of communication.

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UNIT-II Effective speaking Introduction Characteristics of a good speech Profile of a good speaker Planning to speak Model speech.

2.1 INTRODUCTION The spoken word wields great power. It can stir people to mutinies and rebellions; it can make them dis-spirited and downcast. It can turn a hostile mob into a friendly gathering; it can also turn a friendly gathering into a hostile mob. It can build tension and it can relax tension. Antony, by virtue of his rhetoric, was able to win the Roman mob over to his side and turn tables on Brutus and Cassius, the conspirators against Julius Caesar. Nehru's famous speech 'The Light Has Gone Out' on the death of Gandhi evoked a sense of irreparable national loss and brought tears to the eyes of every listener. The key to the success of many a political leader, industrialist, businessman, salesman lies in his capability of making an effective speech.

In the commercial world, a salesman has to make hundreds of mini speeches a day to persuade his customers to buy certain goods. The greater his speech-making ability, the better salesman he will be.

A touring agent booking orders for his parent firm is also a kind of speaker. These are small informal speeches. But there are occasions for more important, formal speeches as well. Managers, businessmen and industrialists are often required to make speeches at company meetings, inaugurations, seminars and discussions. It needs considerable skill to prepare a speech and make it effectively before a gathering. But whether it is a salesman selling a pair of nylon socks or a bank manager persuading his listeners to accept a certain proposal, they organise their speeches on identical fundamental principles.

Our major purpose in this chapter is to spell out these principles and to illustrate them through speeches actually made before certain gatherings.

2.2 CHARACTERISTICS OF A GOOD SPEECH 1. It is clear Clarity is the first major characteristic of a good speech. Your speech should be eminently successful in conveying to the audience the ideas or emotions, facts or arguments, you want to express. If your audience does not instantaneously grasp your point, you have failed as a speaker.

2. It is like an informal talk. A good speech is closer to a personal and informal chat between two intimate friends. When you speak, should be a perfect rapport between you and your audience.

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3. It is vivid and concrete. Abstractions kill a speech. So make your speech vivid Include in it concrete facts easy to comprehend and visualise. Somebody wanted to say India’s population is growing very fast. He used a very concrete image. “See, how fast our population grows! One Australia is added to the population of India every year-and Australia’s area is two and a half times that of India.” Nobody missed his point.

4. It is brief. The concentration of an average audience does not last more than fifteen to twenty minutes. Ideally, your speech should not be longer than this, unless the audience is motivated to know more.

To achieve brevity, it is desirable to include only a few points in your speech and to elaborate them at some length. If you say right in the beginning, “I am going to present to you the four major problems being face~ by sugar industry,” and briefly discuss these problems, your speech will be both brief and clear.

5. It is interesting Quotations, anecdotes and humorous touches often make a speech interesting.

Quotations should be only from accepted authorities. They should be familiar but not worn out.

Anecdotes should h: new, brief and in good taste. Humour should be topical, spontaneous and gentle.

6. It is audience-oriented. A good speech is always tuned to the wavelength of the audience. Consider the following points carefully: 

Is the audience a general or specialised one? This will help you to determine the depth of the subject that you can touch.



How large is the audience? With a small audience, the speech will be more like a chat. In a large gathering, you will have to be rhetorical.



What is the age-group of the listeners? Your references and illustrations should conform to the tastes of that particular age group.



What are the social, religious, political and economic views and prejudices of the listeners? What is the expected audience response?

2.3 PROFILE OF A GOOD SPEAKER In Write Better, Speak Better (a Reader’s Digest publication) the following nine qualities of a good speaker are mentioned 1. “A good speaker is lively, interested, enthusiastic, vital.” He treats his audience as a group of living people. He makes it sure that he is keenly interested in the subject he is speaking about and he is taking pains to his audience equally interested in it.

2. “A good speaker is earnest." He does not speak just for the sake of speaking-in order to show off, to impress his audience with his erudition or his authority.

3. “A good speaker has a sense of responsibility to his listeners." He realises that time is precious and tries to say something worth the time being spent by his audience.

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4. “A good speaker has a sense of responsibility to others on the programme." He does not take more time than what it allotted to him.

5. “A good speaker has a sense of responsibility to his subject. He does not bite off more than he can chew. He does not spread it thin.”

6. “A good speaker has a sense of leadership; he stands up tall; he talks eye to eye; speaks responsibly and with authority, as a leader should.”

7. “A good speaker keeps his head.” He is not carried off by his over enthusiasm or over-confidence.

8. “A good speaker tries to be balanced, sane.”

9. “A good speaker keeps his sense of humour.” 1

2.4 PLANNING TO SPEAK A good speech appears to be spontaneous and effortless. But it needs a lot of planning and labour. Preparations should always start well in advance. 

Research your topic thoroughly. Don't include many points for discussion. Clearly spell out your points and decide what you have to say about them.



Plan your speech in three parts:

1. The beginning should arouse the interest of the audience.

2. The middle should be devoted to the discussion.

3. The conclusion should summarise the main points. If some action is to be taken, it should clearly tell the audience what they are required to do. 

Time your speech to make sure it is neither too long nor too short.



Look for some suitable quotations or anecdotes, if possible.



Arrange your points in such a way that strong points are kept at the beginning.



Tailor your speech to the intellectual level and general taste of the audience.



Make sure that your delivery is going to be good. It is always desirable to rehearse the speech.

If a tape-recorder is available, tape your speech and then listen to it carefully. Watch out for any

awkward sounding phrases or words. See if there are sound clusters that are likely to fall heavy on the listeners’ sensibility. If some words have not pronounced clearly, say them aloud over again till you got them all right. Critically examine the distribution of emphasis and alter your tone accordingly.

Model speech A speech welcoming an industrialist who has been invited to preside over a function.

Ladies and gentlemen, I feel myself greatly honoured at the opportunity of extending a hearty welcome to Shri G.L. Saraf, the most renowned industrialist of our State. It was indeed very kind of him to snatch from his extremely busy schedule some time to come here and preside over our function.

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Shri G.L. Saraf hardly needs any introduction. His has been the life of a great karmayogi. When he came to Delhi, wayback in 1960, from a remote village in Rajasthan and set up a small unit to produce buckets, little did anyone realise that a new star was about to rise in the world of trade and industry.

Today having established himself both as a top industrialist and an exporter, he has attained the zenith of his career. He owns a sugar mill in Uttar Pradesh and a textile mill in Ahmedabad, while the small unit that he established in some unknown corner of the city has crown into a huge factory and is merrily producing bucket after bucket. Besides, the house of Sarafs has broken fresh grounds by setting up in the country the first plant to manufacture a vast range of photographic papers. On the export front, the Sarafs have earned a name for the export of high quality engineering goods, electricals and handicrafts to western countries as well as Middle East. Shri G.L. Saraf's life offers an example of what dedication, sincerity, industry and vision can achieve in life.

But to the people of Delhi, Shri Saraf is better known as a philanthropist who is ever prepared to espouse any cause, be it the rescue of the flood-stricken people in Assam or the education of some brilliant but poor Youngman. He is the chairman of a trust that runs a chain of educational institutions in the State. He also gives ten scholarships to deserving youngmen engaged in the pursuit of higher studies. On behalf of our society and on my own behalf, I once again extend a hearty welcome to Shri G.L. Saraf and request him to take the chair so that we may begin our function.

Question for assessment 1) Explain speaking and briefly discuss the characteristics of speaking.

2) Describe the profile of a good speaks 3) How to planning the speech?

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UNIT-III Using the Telephone 3.1 Telephone 3.2 Merits and demerits of Telephone 3.3 Developing telephone skills 2. Using the telephone a) Telephone The telephone is the most important tool of communication employed in the business world today.

A telephone is a great facility, its quickness is its greatest advantage. It saves time and money and ultimately it is a cheap mode of communication.

The disadvantage of telephone communication is that one is not sure of getting the number when it is wanted and if one gets the number the person called may not to be available or may avoid talking.

Merits 1. It saves time 2. It helps for immediate feed back 3. Doubts can be clarified then and there.

De- merits 2. Facial expressions can not be noted.

3. Telephone message does not provide a permanent record for legal purposes.

4. Nuisance of wrong numbers.

5. Chances for misinterupting secrets.

Developing telephone skills 1. Don’t’ say hallo but identify yourself to a caller.

2. Keep pad and pencil next to the telephone. That way you don’t have to put incoming calls on hold while you look for these items.

3. Answer all calls promptly. If you have a visitor, excuse yourself and make your conversation short.

4. If you are busy when a call comes in, tell the person to call back later.

5. Note messages carefully, especially directions on how to reach a particular locations.

Repeat

complicated instructions.

6. Listen attentively. Don’t make the caller repeat his messages because of your inattentiveness.

7. don’t interrupt or become impatient if the caller is long- winded. Be tactful.

8. speak distinctly and pitch your voice low. If you are smoking, take the cigarette out of your mouth.

9. Talk slowly. Fast talkers create nervous.

10. Don’t give confidential information over the phone in the presence of visitors or other employees.

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11. When you ask a caller to wait you get information on him, wait for his reply, he may prefer to call you back. Always thank the caller for waiting when you back to the phone.

12. Return a promised call as soon as possible.

13. If you were leaving away, say how long you will be away.

14. Find out if the person you are calling has time to talk to you.

15. Make calls when the lines are not busy.

16. Take responsibility for concluding a call you make.

17. In saying good-bye, thank the person on the other end and say when you will be in touch next.

18. Never get irritated with the operator when you do not get the line immediately over a PBX, but instead wait patiently for your turn unless your calls is very urgent.

19. check numbers before you dial to avoid wasting time.

20. When you put the phone down for any reason, put it down gently. Don’t’ needlessly annoy the person on the other end.

Question for assessment 1) What is telephone and give the merits and demerits of it?

2) Explain the developing telephone skills.

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UNIT-IV Job Search Application letter Types of Application letter Forms and contents of an application letter.

Interview Interview technique Interviewer’s preparation for the intnerview How to conduct the interview How to become an effective interviewer.

Interviewer’s preparation for the interview.

Arriving for the interview.

How to conduct yourself during the interview.

Suggestions to ensure the success of an interview.

4.1 Application letter Application letters are written some one needs a job. They are personal letters incorporating a few features of a business letter. Since the applicant seeks to sell his services, an application letter is a kind of sales letter and all the guidelines useful in writing sales letters are applicable here. Only it s more difficult for the writer to say something about himself than about some product.

The first objective of an application letter is to obtain an interview. So the leter must be distinguished enough to attract immediate attention and to arouse interest. But it must not be too unusual, or it may appear eccentric. It must convince the prospective employer that he can profit from the talents and services that the writer offers.

Types of application letters.

There are two types of application letters. Solicited application letters are written in response to an advertisements. Unsolicited application letters are written at the writer’s initiative. In both cases, a resume of the writer’s own education, extra-curricular activities and experience must be given. Such a resume may form part of the letter itself or it may be written on an enclosed separate sheet called biodata or personal record sheet.

4.3 The form and connects of an application letter a. The writer’s address and date Generally, the writer’s address is written at the righ-hand top corner of the letter. The date invariably forms a part of the writer’s address. However, this address can also be written at the left-hand top corner. In such a case, it is good to say ‘From’

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before beginning the address in the next line. This would then require writing ‘To’ before writing the inside address. Also, in this case, the date is written at the end of the letter, beginning with he left-hand margin and on the same line where complimentary close is written. b. The inside address. The depends upon whether the application is in response to an advertisement or is an unsolicited application. c.

The salutation In almost all types of application letters, “Dear Sir” is the common salutation used.

d. The opening paragraph. As in a sales letter, the opening paragraph should attract the attention of the reader and arouse his interest to read the letter further. Since the letter is not about a ‘product’, it is difficult to have an objective point in the opener of the letter. What is required is to give a brierf direct and summary- like statement. e) The middle paragraph. Once the opening paragraph has achieved its aim of arresting the reader's interest, further work is easy. The middle paragraph, or the body of the letter, should now give the details of the important points mentioned in the opening paragraph. It has to give basic information about the applicant: I. Education, with grades, classes, ranks and scholarships obtained (If there is nothing extraordinary about grades, classes, etc., golden silence would probably be the best).

II. Physical or health details: Date of birth and age; height and weight; and general health condition.

III. Marital status.

IV. Experience (with reason for leaving the job, if that reason is not going to adversely affect the prospective employer's consideration of the application).

V. Languages known: Specific hint about the knowledge of reading, writing and speaking in each language to be given.

VI. Nationality, wherever it is specifically asked for.

VII. Testimonials: copies of testimonials to be attached to the letter; a note to that effect should be made here.

VIII. Reference: It is always preferable to mention at least two persons' names and addresses to whom the prospective employer can refer the case for obtaining information about the applicant's industry, honesty, sincerity, integrity of character, etc) f) The concluding paragraph The writer of an application letter seeks an interview with the prospective employer. Having told how and why the prospective employer. Having told how and why the prospective employer would benefit by the writer’s qualifications and experience, the concluding paragraph should now strongly suggest to the prospective employer to ‘act’, ie., grant an interview. It is here that many writers commit the mistake of using words that would win them the ‘sympathy’ of the prospective employer, g) Complimentary close and signature The most commonly used complimentary close is ‘yours faithfully’.

Avoid using such subscriptions as ‘I have the honour to remain, Sir, Your most obedient

servant; or I beg to remain, Sir, Your most obedient servant; or ‘Your most obedient servant’ etc.

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h) Enclosures It is always a good policy to mention the number or nature of the documents and other papers enclosed with the application letter.

4.4 Interview The word ‘interview’ means ‘view between’ or ‘sight between’. It suggests a meeting between two persons for the purpose of getting a view of each other, or for knowing each other. When we normally think of an interview, we think of a situation in which an employer tries to size up an applicant for a job.

The employer's aim is to know whether the applicant can be of service to his company, and the applicant's aim is to find out whether the job being offered by the company can be suitable to him. An interview is, thus, a means of two-way communication.

Selection interview is only one kind of interview, though it is a major one. Apart from it, there can be appraisal interview to assess the performance of employees, grievance interview to learn about their grievances or complaints, exit interview with employees when they are leaving the company either on their own or through dismissal, reprimand interview when they are reprimanded on some disciplinary grounds, etc.

4.5 Interview techniques Before we pass on to the actual conducting of interviews, let us discuss a few basic techniques of interview.

1. Screening. Since the number of applications for any job is very large, several firms screen the applications to weed out unsuitable candidates. Then some more candidates are eliminated through a preliminary interview. Only very few who are really good are called for the final interview.

2. Random appearance. Some interviewers still believe that the man is more important than the application. They want to judge a man by hip personal appearance rather than on the basis of his application. So they call every applicant for interview. This method may once in a while throw some really brilliant candidate in one's way, but it is usually expensive and confusing.

3. Tests. These days a number of firms resort to tests, written or oral, designed to judge the candidates' intelligence, general knowledge, proficiency in language, etc. In addition, psychological testing has also come into vague. Candidates who qualify these tests are invited for final interview.

4. Experience. Some employers believe that practical experience is more important than paper qualifications. One year's practical experience, they think, is equivalent of fifteen years spent in schools and colleges. So they do not call fresh candidates for interview. This is not a very sound policy since it eliminates freshers, some of whom enthusiastic and committed.

5. Under-stress interview. This is a special technique to ascertain how a candidate will acquit himself under conditions of exceptional stress and strain. He is exposed to embarrassing questions and, provoked in various ways to find out whether he can retain his poise and equanimity in such

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trying conditions. This kind of interview is useful to select candidates for posts that require great presence of mind and imperturbability of temperament.

4.6 Interviewer's preparation for the interview Interviews are held with a fourfold objective in mind: 1. To find out the most suitable candidate for the job 2. To give the candidates sufficient information about the job and the company so that they can decide whether the job will suit them; 3. To create a sense of confidence and understanding in the selected candidate; and 4. To promote the goodwill of the company by giving the right kind of impression to all the candidates whether or not they are to be selected. The realisation of this objective definitely calls for careful preparation.

As an interviewer, you must make the following preparation: 

You should have a clear picture of the company profile and of the nature of the job for which the interview is being held.



You should know the type of personality, character or temperament required for the job.



You should send the interview letters well in advance so that the candidates are not inconvenienced and they also get sufficient time to prepare themselves for the interview. Clearly mention in the letter the documents you want the candidates to bring with them.



Make proper seating arrangement for the candidates in the waiting room. The room should be quiet with provision for newspapers and magazines so that the candidates can feel relaxed.



The interview itself should be conducted in a quiet room where there is little or no interruption. The telephone bell should not be allowed to disturb, nor should the personal assistant be allowed to intrude. The interview should be held, as far as possible, in an informal atmosphere.



If the candidate is to be interviewed by a committee, each member of the committee should be in possession of a copy of the biodata of the candidate so that there is neither any confusion nor wastage of time.



You should decide beforehand as to which member of the committee is going to initiate the interview. This will save the candidate from being bombarded with questions. According to the area of specialisation of the various members of the committee, you should divide among yourselves the areas in which you are going to ask questions.

4.7 How to conduct the interview 

Welcoming the candidate. Welcome the candidate exactly in the same way you would welcome a friend who visits you at your office or home. Give him a warm smile and talk to him in a friendly tone or voice. Hold with him some small talk in an area which you think is familiar to him. Very few

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candidates are perfectly free from nervousness before they enter the interview room and if you start interviewing them before they have overcome their nervousness, you cannot expect them to reveal the best in them. 

Contents of the interview. After you have made the candidate feel at ease, you should start talking to him on the subject you want to know about. The things you would particularly like to know include, according to Theodore Hariton, the candidate's technical qualifications (ability to do the job), drive and aspirations (willingness to do the job), social effectiveness and emotional balance (relations with others and self), character (trustworthiness), and other facts related to his physical vigour and energy, spouse's attitude toward the job, financial stability, willingness to travel, willingness to make permanent moves. You should make a special note of those aspects of the candidate's personality that relate to interest patterns, attitudes, character, and temperament. You should also ask him details about his previous experience, duties, salary drawn and the reason for changing the job if he happens to be already working somewhere. When the candidate is providing this information, you must show that you are keenly interested in what he is telling you and may even take notes. If you feel the, candidate is suitable and you might offer him the job, give him all the details about your company and the job.



Parting. Parting is as important as welcoming. You should thank the candidate for having come for the interview and tell him that he will soon be informed of the outcome. It is desirable to give him a specific date by which he will be informed, and keep this date. Or you may politely tell him that you will intimate him by a certain date if he is selected, so that if he does not hear from you by that date, he presumes that he has not been selected.

4.8 How to become an effective interviewer Murphy and Peck in their book Effective Business Communications have listed the following suggestions for a person who wants to become an effective interviewer: 1. Let the applicant do most of the talking. If you talk more than 50 per cent of time, you are interviewing yourself-not conducting an interview.

2. Use brief verbal responses that will keep the applicant talking prod with question such as “Tell me more.” “That’s interesting.” “What happened than?”

3. Give your entire attention to the interviewee and respond by encouraging facial expressions, movement and expression of the eyes, and nods of the head.

4. Allow pauses in the conversation if you think the applicant will reveal important information. But avoid lengthy pauses or a pause when the applicant has definitely finished a topic.

5. Try to understand the applicant, who in turn may volunteer really useful information.

6. Make self-expression easy for the applicant.

7. Respect the feelings of the other person even though you consider the person wrong.

8. At all times accept what the applicant says. Never frown, show surprise, or show disapproval.

9. Avoid the impulse to cut the applicant off or change the subject abruptly.

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10. Never argue.

11. Sit on the same side of the desk as the applicant and use informal, plain language.

4.9 Interviewee's preparation for the interview If you are an interviewee, you should prepare yourself on the following lines: 1. Know yourself. This is probably the most important part of your preparation. Try to find out what you want to achieve through your work-inner fulfilment, fame, position in society, wealth, security, comfort, travel, power. Before you apply for a job, be sure that you know why you are applying for it and whether it will suit you.

2. Know the company. The next thing is to know the company in which you are seeking the job. You should try to find out as much as you can about its activities, its growth over the years, its future prospects, etc. If you reveal a sincere interest in the company and show that you have acquired knowledge about it on your own initiative, you will create a favourable impression on your interviewer.

3. Prepare for the questions. Anticipate the questions that you will probably be asked and prepare answers to them. It is not difficult to anticipate these questions, for, after all, you will be asked questions about your interests, hobbies, achievements, prospects, relationship with your friends and members of the family. Try to be clear in your mind about the answers you will be giving. Don't lie, for you will surely be caught and will spoil the whole show.

4. Prepare the questions that you would like to ask. If the interviewer does not offer you full information about the company and the job, you must ask questions to gain this information. Prepare the questions that you would like to ask. These questions might relate to formal or informal training, promotional avenues, fringe benefits, etc.

4.10 Arriving for the interview 1. Dress appropriately. You should be suitably dressed for the occasion. Your clothes as well as general appearance should be neat. Fingernails should be clean, shoes polished and hairstyle appropriate. Lotions, creams and perfumes should be used sparingly. The accessories should complement the suit or dress. Your appearance should not be garish in any way.

2. Take with you your certificates. If the interview letter mentions some certificates, testimonials or other documents, do not forget to take them with you. If you think there are some other papers that might be of use to you during the interview, put them also in your briefcase.

3. Arrive for the interview in time. This is of utmost importance. Try to arrive at the place of interview ten to fifteen minutes before the scheduled time. This will give you enough time to relax and prepare yourself for the interview 4.11 How to conduct yourself during the interview 1. Don't be nervous or agitated while entering the interview room. See carefully where you are going and do not trip over the carpet or the doormat. Do not wear a scowl or a stupid smile at the time of entering.

2. Greet the interviewer(s) with a polite good morning.

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3. Do not sit down until you have been asked to. Even the posture in which you sit is important. Don't sit stiffly. Don't be lax. Sit in a natural, composed manner.

4. When the interviewer starts conversation, pay attention to what he says. Do not interrupt him.

Respond to him only at the appropriate time.

5. Give very relevant answers to his questions. Do not ramble along, or the interviewer will look bored.

Do not be too abrupt, or you will appear to be rude.

6. Do not try to make an exhibition of your knowledge. Don't boast of your capabilities. It is for the interviewer to find out how capable you are, and he will judge you with the help of some penetrating questions, which you must answer frankly.

7. If there is something you do not know, admit it straightaway. It is useless to pretend knowledge where you are actually ignorant. Many candidates spoil their interview by telling a lie and landing themselves in an embarrassing situation.

8. If you are being interviewed by someone who does not possess as many college degrees as you have, do not put on airs. Give the interviewer your full cooperation and respect. In addition to knowing your qualifications, the interviewer must also be preparing some kind of reaction report. And if you try to look superior, the reaction report is bound to be unfavourable.

9. You are expected to have your individual views and you need not agree with everything the interviewer says. But you also need not annoy or offend him unnecessarily. You must remain calm and friendly throughout the interview. If you lose temper, the interview is likely to be cut short abruptly.

10. Be positive in your attitude. Express your enthusiasm for the job and the company. If you give the impression that you are not really interested, you will discover that your employer is also not really interested.

11. Do not keep shifting in your seat. Do not bite or chew your fingernails. Do not smoothen your hair. Do not play with the paper weight or the pin cushion on the table. Do not start adjusting the knot of your necktie. All these are signs of nervousness. And nervousness is your biggest enemy during an interview.

12. When you are asked questions about your previous job, be frank but avoid criticism of your former employer or colleagues. You may bear a grudge against your former employer, but keep it to yourself.

An interview is not the proper place to express your private grouses. Mention only the positive, pleasant and constructive aspects of your earlier employment.

13. If your interviewer has not talked about the job, do not be afraid to ask questions yourself. Full knowledge of the job will help you to decide whether you ought to accept it or not.

14. When the interview is over, do not forget to thank the interviewer. You may even tactfully ask when the result will be made known to you.

15. If the job is offered to you, you may accept it immediately or ask for time to think over it, depending upon your circumstances. I onfident entry; • polite greetings; • taking seat only when offered; • being

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relaxed; • no hurried response ;• only relevant answers; • no irritating display of knowledge; • admitting ignorance if answer not known; • no stubbornness; • positive approach; • frank personal information, particularly about the previous job; • seeking information about the job; • thanks 4.12 Suggestions to ensure the success of an interview The responsibility for the failure of an interview lies both with the interviewer and the interviewee.

If the following points are kept in mind, a lot of unnecessary unpleasantness and wastage can be avoided: 1. The interviewer should not form an overall opinion about the candidate on the basis of a single aspect of his personality. For example, if the candidate is given to some kind of mannerism, it does not necessarily imply that he is incompetent. If he has said something about his previous employer, it is not an indication that he will betray the next employer also.

2. The interviewer may have some kind of personal bias. He may be having some kind of mental picture of the ideal candidate for the job. He should keep aside his bias and be scientific in his approach.

3. The interviewer should not judge a candidate's mental capability and his character on the basis of such factors as his personal appearance, date of birth, number of letters in his name, lines on the palm of his hand, handwriting. People do not have sufficient knowledge of these sciences to be sure of their conclusion.

4. The interviewer must vary the nature of his questions and the tone of his voice to suit individual candidates. If he goes on asking stereotyped questions mechanically, he will get stereotyped answers and he will not be able to make a correct decision.

5. The interviewer should try to judge the candidate afresh and not go by what his former employer has to say about him.

6. The interviewer should not accept all the facts stated by the candidate without probing to determine their meaning and accuracy.

7. The interviewer should not be cold and unfriendly. He should not try to unnerve the candidate by putting on airs of superiority.

8. The interviewer must observe non-verbal clues like gestures, facial expressions, voice changes, hesitations, etc.

9. The interviewer should prepare his questions really well.

10. The candidate should also come well prepared. He may be quite competent, but if he does not come well prepared, he will cut a sorry

figure and not get the job.

11. The candidate must not try to anticipate the needs and preferences of the interviewer and respond accordingly. Some candidates try to be over smart. Instead of giving answers they ought to, they give answers they think the interviewer would like to get. In this way they get trapped by their own cleverness.

12. The human element should not be allowed to intrude into the interview. A candidate should be given a job because he deserves it and not because being in straitened circumstances he needs it.

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13. Neither the interviewer not the candidate should be discourteous or rude towards each other.

14. Neither of them should try to dominate the interview.

15. Neither of them should try to interrupt the other during his talk.

Question for assessment 1) Explain the types of application letter and mention the contents of it.

2) How to prepare for an interview by the interviewer and interview?

3) How to conduct yourself during the interview?

4) Explain the interview techniques?

5) Give your own suggestions to ensure the success of an interview.

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UNIT-V Report writing 5.1 Report 5.2 Importance of report 5.3 oral and written report 5.4Types of business report 5.5 Characteristics of a good report 5.6 Selecting a suitable type of report 5.7 Preparing a report.

5.8 Organization of a report 5.1 Report Thousand of reports, long or short, formal or informal, crucial or ordinary, special or routine are written everyday. A foreman, at the end of the day, reports to the manager the progress of the work carried on in his supervision. The manager of a bank sends a periodic report to the Head Office on the state of deposits, advances, overdraft limits, etc., during the period. Another manager posted in a remote rural area would like to report to the Head Office the difficulties faced in sanctioning loans to farmers and later in the recovery of loans earlier sanctioned.

A publishing firm interested in introducing into the market a new series of paperbacks, has to ask for a report on the current reader preference. The Managing Director of a bank would like to get a report on the efficacy of the measures introduced by him to promote efficiency in the branch offices. A textiles firm may have been using various modes of publicity - messages broadcast from the Vividh Bharati, slides flashed on television or the cinema screen, hoardings on the roadside, fashion parades in big cities, participation in exhibitions and trade fairs, regular advertisements in newspapers and journals, distribution of leaflets, etc. The Board of Directors of this firm would definitely like to get a report on the effectiveness of these modes in the light of the expenditure incurred in order to make an optimum use of funds earmarked for publicity.

From time to time, the Government sets up committees to report on various issues of social, political and economic importance. In the seventies the Wanchoo Committee was appointed to report on the causes of tax evasion and generation of black money. Recently the Narasimham Committee prepared a report on the structure, organisation, functions and procedures of the financial system.

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But what is a report? C.A. Brown offers a very simple definition : A report is 'a communication from someone who has some information to someone who wants to use that information.

5.2 The Importance of Reports A report is a 'basic management tool used in decision-making’. Hence it is extremely important. In a one-man business, the functions of reporting and decision-making are combined in one man-the proprietor. He knows his business inside out and is capable of making on-the-spot decisions. So he does not need any reports. But large-scale organisations are engaged in multifarious activities, which are being handled by different departments. Their top executives cannot keep a personal watch over all these activities. So they have to base their decisions on the reports they get from the heads of various departments. For large organisations, reports are just indispensable.

5.3 Oral and Written Reports A report may be either oral or written. An oral report is simple and easy to present. It may consist in the communication of an impression or an observation. Sometimes it may be quite useful. But a written report is alÂŹways preferred. It enjoys several advantages over the oral one: 1. An oral report can be denied at any time. But a written report is a permanent record. The reporter cannot deny what he has reported once.

2. An oral report tends to be vague. It may be encumbered by the presence of irrelevant facts while some significant ones may have been overlooked. In a written report, the writer tries to be accurate and precise.

3. A written report can change hands without any danger of distortion during transmission.

4. A written report can be referred to again and again.

5.4 Types of Business Reports We can classify business reports in various ways.

On the basis of legal formalities to be complied with, we can have (1) informal reports, and (2) formal reports.

1) Informal reports An informal report is usually in the form of a person-to-person communication. It may range from a short, almost fragmentary statement of facts on a single page, to a more developed presentation taking several pages. An informal report is usually submitted in the form of a letter or a memorandum.

2) Formal reports A formal report is one which is prepared in a prescribed form and is presented according to an established procedure to a prescribed authority.

Formal reports can be statutory or non-statutory.

A report prepared and presented according to the form and procedure laid down by law is called a statutory report. Report submitted at the statutory meeting of shareholders, Directors' report to the Annual General Meeting, Annual Return, Auditors' Report are statutory reports.

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Formal reports which are not required under any law but which are prepared to help the management in framing policies or taking other important decisions are called non-statutory reports. 

On the basis of the frequency of issue, a report can be periodic or special.

1) Periodic or Routine reports are prepared and presented at regular, prescribed intervals in the usual routine of business. They may be submitted annually, semi-annually, quarterly, monthly, fortnightly, weekly or even daily. Generally such reports contain a mere statement of facts, in detail or in summarised form, without an opinion or recommendation. Branch Managers of banks submit periodic reports to the Head Office on the quantum of business transacted during a particular period.

2) Special reports are related to a single occasion or situation. A report on the desirability of opening a new branch or on the unrest among staff in a particular branch are special reports. Special reports deal with non-recurrent problems. 

On the basis of function, a report can be (1) informative, or (2) interpretative.

If a report merely presents facts pertinent to an issue or a situation, it is informative. On the other

hand, if it analyses the facts, draws conclusions and makes recommendations, it may be described as analytical, or interpretative, or investigative.

If a report presents production figures in a particular period, it is informative. But if it goes into the causes of lower production in that period, it becomes analytical, interpretative or investigative. 

On the basis of the nature of the subject dealt with, we can have a (1) problem-determining report, or (2) fact-finding report, or (3) performance report, or (4) technical report, etc.

In a problem-determining report, we try to determine the causes underlying a problem or to

ascertain whether ox not the problem actually exists. In a technical report, we present data on a specialised subject, with or without comments. 

On the basis of the number of persons entrusted with the drafting of reports, we can have (1) reports by individuals, and (2) reports by committees or sub-committees.

Reports submitted by the Branch Manager, Personnel Manager, Marketing Manger, the Company

Secretary, the Auditor, the Solicitor, etc., are reports by individuals. These reports are naturally related to the work in their own departments.

Sometimes reports are needed on subjects that concern more than one department, or they are so important that it is thought advisable to associate more than one person with them. In such cases, committees or subcommittees are formed to prepare reports. These reports are formal in style and impersonal in tone and are prepared after a careful and cautious deliberation of the members.

5.5 Characteristics of A Good Report 1. Precision. In a good report, the writer is very clear about the exact purpose of writing it. His investigation, analysis and recommendations are directed by this central purpose. Precision gives a kind of unity and coherence to the report and makes it a valuable document.

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2. Accuracy of facts The scientific accuracy of facts is very essential to a good report. Since reports invariably lead to decision-making, inaccurate facts may lead to disastrous decisions.

3. Relevance The facts presented in a report should be not only accurate but relevant also. While it is essential that every fact included in a report has a bearing on the central purpose, it is equally essential to see that nothing relevant has escaped inclusion. Irrelevant facts make a report confusing; exclusion of relevant facts renders it incomplete and likely to mislead.

4. Reader-orientation. A good report is always reader-oriented. While drafting a report, it is necessary to keep in mind the person(s) who is (are) going to read it. A report meant for the layman will be different from another meant for technical experts.

5. Objectivity of recommendations If recommendations are made at the end of a report, they must be impartial and objective. They should come as a logical conclusion to investigation and analysis. They must not reveal any self-interest on the part of the writer.

6. Simple and unambiguous language A good report is written in a simple, unambiguous language. It is a kind of scientific document of practical utility; hence it should be free from various forms of poetic embellishment like figures of speech.

7. Clarity A good report is absolutely clear. Clarity depends on proper arrangement of facts. The report writer must proceed systematically. He should make his purpose clear, define his sources, state his findings and finally make necessary recommendations. He should divide his report into short paragraphs giving them headings, and insert other suitable sign posts to achieve greater clarity.

8. Brevity A report should be brief. It is difficult to define brevity in absolute terms. Nor can brevity be laid down as a rule. All that can be said is that a good report is as brief as possible. Brevity should not be achieved at the cost of clarity. Nor should it be at the cost of completeness. Sometimes the problem being investigated is of such importance that it calls for a detailed discussion of facts. Then this discussion should not be evaded. Brevity in a report is the kind of brevity one recommends for a precis. Include everything significant and yet be brief.

9. Grammatical accuracy The grammatical accuracy of language though listed at number 9 in the characteristics of a good report is of fundamental importance. It is one of the basic requisites of a good report as of any other piece of composition. Who is going to read a report if its language is faulty? Besides, faulty construction of sentences makes the meaning obscure and ambiguous.

5.6 Selecting a Suitable Type of Report Before a writer undertakes to prepare a report, he must consider the following points: a) What kind of report is requested or expected? b) How much time has been allowed to prepare the report? c) What is the purpose of the report? d) What exactly is to be examined? e) What facts are to be furnished? f)

For whom is the report meant? Or, who is going to read the report?

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The reporter may have been instructed to prepare a specific kind of report or there may be precedents to follow. But in majority of instances he will have to decide for himself whether he is to prepare an informal or a formal report, or if it is a formal report, whether it is a statutory or non statutory report. It is important that a reporter, right in the beginning, is clear about the lines along which he is to plan the content, form and style of the report.

The length of time the writer has been allowed to prepare the report can give him valuable guidance of the type of report expected. An informal report highlighting some important aspect of a problem may be acceptable if the time is short. But if there is sufficient time to make a thorough study of the problem and to conduct some research if needed, the reporter will have to prepare a formal report with definite conclusions, perhaps even specific recommendations. A salesman's weekly or bi-weekly reports to his main office can be short, informal reports. The Secretary, who has been asked to prepare a report on the unsatisfactory functioning of a branch and has been allowed a week to study the problem in depth, will have to be formal and specific about his findings and recommendations.

The purpose of a report is perhaps the most important factor to bear in mind before deciding the type of report needed. If the writer has been asked to prepare a report on whether his company should set up a new branch that involves considerable initial expenditure or on advisability of merging into or collaborating with another company, these are matters of vital importance and they need very carefully written formal reports. Probably a number of people would be associated with writing such reports. But if the purpose of a report is simply to find out the incidence of late arrivals in the office, it is a simple affair and does not need much research.

Just as it is important to keep in mind the purpose of the report, it is also important to be constantly aware of what exactly is to be examined, to be studied. Such an awareness will eliminate much redundant labour; at the same time it will help in the inclusion of all that is pertinent to a problem and will help in making the report a document complete in all respects. Let us suppose the Development Manager of a bank has been asked to report on the feasibility of setting up a branch of the bank in a new colony. Exactly what is to be examined? (a) What type of colony is this-residential, commercial or industrial? (b) If it is primarily an industrial or commercial complex, what is the number and size of industries or business houses? (c) If it is a residential area, what is its population, what is the general standard of the residents, and what could be their saving capacity? Will the study of these facts suffice?

Or, has something of crucial importance been overlooked? A careful look at the three facts listed above will immediately reveal that something of vital importance has been left out: how many branches of other commercial banks are operating in this colony? Isn't this really important? And if the report-writer is alert, he will have to examine the availability of suitable premises and make a rough estimate of the initial expenditure to be incurred and the amount of business expected.

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Sometimes a report of a very general nature involves considerable research. In such cases it is advisable to find out if somebody else has earlier done some similar research. B. Maude in his book Practical Communication for Managers mentions the case of a friend who was asked to report on “the growth of "nodules� in pipes carrying fluids which contained copper�. He spent several months and finally submitted his report to the Plant Superintendent. A few days later he was shown another report, forwarded from another mine in the group, which covered the same ground and reached precisely the same conclusions. Obviously if this friend had done some preliminary research on relevant literature available, his labour could have been saved.

While studying the old files of the company or conducting a market survey, the proprietor is likely to come across a number of interesting facts that appear to be relevant but in reality are not. The temptation to include them in the report will have to be resisted. A medley of facts is likely to preclude the central purpose and lead to confusion. So it is very important to be clear about the facts that are to be included.

The last point to be kept in mind is: who is going to read the report? If the report is going to the Research Director, it ought to contain a detailed, step-by-step account of the investigations carried out, along with detailed, minutely described findings. On the other hand, if the report is going to the Managing Director, who you know has implicit faith in you and is more interested in your recommendations, it is these recommendations which will have to be emphasized both in the beginning and at the end. This point is beautifully made by B. Maude.

Be reader-oriented. Don't include any information which is surplus to the reader's requirements. If all he wants is a guideline to help him reach a particular decision, don't offer him a mass of tests and results and pages of statistics. If the report is to be considered by a committee of laymen, include adequate background information, avoid jargon, and stress your conclusions and recommendations.

5.7 Preparing a Report Once you are clear about the purpose of writing a report, the persons for whom it is meant, the facts to be examined and the facts to be included, and the time at your disposal, and know what type of report you are going to write, it is time to start the work. In Write Better, Speak Better, the following five steps are suggested to write a report: 1. Investigating the sources of information; 2. Taking notes; 3. Analysing the data; 4. Making an outline; and 5. Writing the report.

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1. Investigating the sources of information Investigating the sources of information is a kind of spadework. It is to be done right in the beginning. The extent of investigation will, of course, depend on the length and importance of the report. Major sources of information are : company files, personal observation, interviews, letters, questionnaires, library research.

I. Most of the relevant information is already contained in the old files of the Company. Sometimes there are precedents, and old findings and recommendations may be of considerable help. So it is very important to go through the old files of the Company. Declining sales or rising cost of production are recurring phenomena. And their causes are also usually similar. In these cases, old files may be containing some valuable information.

II. In reports on a fire accident or on the progress of a project, personal observation will be of great help. It needs on-the-spot enquiry to ascertain the cause of a fire or to find out why the work of installing a new plant is going on rather slowly.

III. Complaints from customers about unsatisfactory service being provided by a branch might necessitate interviews. Interviews with the members of the staff may also be of some help. These interviews should be carefully recorded, clearly indicating the persons interviewed and the time and place of the interview. Sometimes, instead of holding personal interviews, letters may be written to different people.

IV. When a large number of people are to be contacted, the only practical method is to make use of questionnaires. Such questionnaires are often prepared by large business houses to ascertain the popularity of their products or to find out the possibility of introducing some new products into the market. Questionnaires should never be lengthy. Questions should be prepared in such a way that they do not call for writing lengthy answers. Questions that just require ticking off one of the many alternatives suggested are the best. If the results of the questionnaire are incorporated in the report, a copy of the questionnaire should also be included.

V. In reports on subjects of general nature, library research may be found useful. This includes reference to standard reference books and past as well as current issues of newspapers, trade publications and magazines.

2. Taking notes. In the course of investigations, the writer keeps on taking notes of anything that appears to be related to the subject. Then there is no time to analyse them and determine how they will be of help in the final report. But as the writer keeps turning them in his mind over and over again, a kind of pattern starts emerging and he begins to be clear about what is relevant and what is not. It is a very general kind of pattern but it gives the writer at least a starting point.

3. Analysing the data. Now is the time to analyse the collected data in the light of the pattern that has evolved. A lot of data will have to be rejected while a need might be felt to collect more data. The final pattern will emerge at this stage. The writer should never hurry through this stage, since this is the most important stage in writing a report.

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4. Making an outline. Once the final pattern of the report has taken shape in the writer's mind he should prepare an outline to write the report. In this outline the problem is stated, the facts are recorded, they are briefly analysed, and the logical conclusion is arrived at. An outline is not essential, but it should be found extremely helpful in writing a systematic report.

5. Writing the report The last stage is that of writing the report. It will need a constant shuttling between the outline and the notes. First a rough draft of the report is prepared. Then it is revised, pruned and polished. If the writer has some more time at his disposal, he will find it advantageous to come back to his rough draft after, say, a couple of days.

This short interval will make his revision work really meaningful. The writer should also be careful that the language of the report is simple, unambiguous and free from grammatical errors. It is now time to type it out in a proper form and submit it.

5.8 Organisation of a Report There are three ways in which a report can be organised: 1. Letter form; 2. Memorandum form; 3. Letter-text combination form.

1. Letter form In the case of brief, informal reports, the arrangement followed in business letter is adopted. Its main parts are: heading or the title, title, date, address, salutation, the body, complimentary close, and signature. It is usually written in the first person - I or we.

The body of the letter can be further divided into the following parts: (i) Introduction. The introductory paragraphs present the terms of reference and the subject of study.

Here the writer states the problem confronting him in the light of the terms of reference and the relevant circumstances. (ii) Findings The next few paragraphs present the findings of the investigation. (iii) Recommendations Recommendations that logically follow the findings are given in the last paragraph of the body.

2. Memorandum form Adopting the memorandum form is a simpler way of presenting the report, since here the formalities of the letter form are done away with. The date is mentioned at the top. It is followed by the name of the person to whom the report is addressed, the name of the writer and the subject of the report. Next follows the actual text and the conclusion. As in the letter form, the text of the report is divided into paragraphs with headings and sub-headings.

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Memorandum April 7, 20 To : Mr. R.C. Kaushik From : Ganesh Srivastava

Subject :

Mr. G.C. Jain's misbehaviour with Mr. Suresh Agarwal, a valued customer

Here is the report you wanted

………………….

Large business houses have different types of printed forms to send re ports. This simplifies the procedure and ensures uniformity of style.

3 Letter-text combination form Long reports are usually written in th letter-text combination from. A complete report in this form includes three major parts: I. Introductory parts; II. Body of the report; III. Addenda.

The complete outline of such a report is as follows: I. Introductory parts  Letter of transmittal or letter of presentation  Title page  Table of contents  List of illustrations  Abstract and/or summary.

II. Body of the report 

Introduction



Discussion or description



Conclusions



Recommendations.

III. Addenda 

List or references



Bibliography



Glossary



Appendices



Index

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It is not essential that a report contains all these parts.

Question for assessment 1) Define report and explain the types of report.

2) What are the characteristics and importance of report?

3) How to prepare a report?

4) How to select a suitable type of report?

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