Effective Communication
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Effective Communication...
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Effective Communication Prg_w
Chapter 1: The Process of Communication 1. Communication Communication is the process of sharing thoughts, ideas, and emotions with others, and having those thoughts, ideas, and emotions understood. It needs a sender, a message, and a receiver for communication to take place. 2. Importance of Communication
To impart /transmit /exchange ideas or information
It includes speaking, listening, writing and non-verbal skills
It is the essence of social interaction
It influences what others think about you and how well they understand you.
It also determines to a large degree your self-esteem, assertiveness and social adjustment.
3. Effective Communication
Transmitted information reaches the receiver exactly as the communicator wants it to.
Both communicator and receiver understand a topic in a similar manner.
Emotions of the communicator are passed on to the receiver.
4. Communication Process
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Sender: The communicator or sender is the person who is sending the message. There are two factors that will determine how effective the communicator will be. The first factor is the communicator’s attitude. It must be positive. The second factor is the communicator’s selection of meaningful symbols, or selecting the right symbols depending on your audience and the right environment.
Encoding:
The sender generates thoughts to be conveyed.
The sender encodes the thoughts with both verbal and non-verbal cues (Gestures).
Noises from outside may disturb the encoding, which may alter the meaning.
Noise: Noise is defined as any unplanned interference in the communication environment, which causes hindrance in the transmission of the message. Noise distorts interpretation or the decoding part of the communication process.
Message: A communication in writing, in speech, or by signals
Transmission: The encoded message gets transmitted to the receiver. During the transmission, the both external and internal noise may alter the intended meaning of the original message.
Channel of Communication: Communication channels means the medium or media through which message passes. The most commonly used channels include air, light, electricity, radio waves, paper, and postal systems. Note that there may be multiple channels associated with the multiple layers of transmission.
Receiver: The receiver is simply the person receiving the message, making sense of it, or understanding and translating it into meaning. Now think about this for a moment: the receiver is also a communicator. How can that be? (When receiver responds, he is then the communicator.) Communication is only successful when the reaction of the receiver
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is that which the communicator intended. Effective communications takes place with shared meaning and understanding.
Feedback: Feedback is that reaction. It can be a verbal or nonverbal reaction or response. It can be external feedback (something we see) or internal feedback (something we can’t see), like self-examination. It’s the feedback that allows the communicator to adjust his message and be more effective. Without feedback, there would be no way of knowing if meaning had been shared or if understanding had taken place.
Types of communication: I. Verbal Among the various forms of communication, verbal or oral communication is considered to be the earliest and common medium of communication. The basis of communication is the interaction between people. Verbal communication is one way for people to communicate face-to-face. Some of the key components of verbal communication are sound, words, speaking, and language. Forms of Verbal Communication:
Written 9 Letters 9 Resume 9 Reports 9 Agenda, Minutes 9 Project Proposals 9 Handouts 9 Abstracts 9 Notes 9 Presentations – PowerPoint and Paper
Oral 9 Conversations
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9 Introductions 9 Speeches 9 Group Discussions 9 Interviews 9 Presentations – PowerPoint and Paper The essential ingredients of good verbal communication: Brevity: A message to be delivered should be brief. It should neither be too short or too long. One can achieve brevity by taking pains and framing short sentences rather than lengthy and complex. Using precise words, simple and familiar words and avoiding superfluous words are important factors in effective communication. Avoid jargon- In conversation, we must be conscious to avoid jargon because only people who are well-versed in a particular subject can understand. It may be called legal jargon, military jargon, commercial jargon etc. But in general conversation, the words used must be clear other people as well. Seven C’s of communication: Francis J. Betgin advocates that there are seven Cs to remember in verbal communication. They are:
Candid
Clear
Complex
Concise
Concrete
Correct
Courteous
Sequences: Presentation of matter in a logical sequence is yet another important principal of effective communication. The speaker should not jump points or change the sequence. Consistency, continuity and logical development of the subject matter should be there. The manner in which speaker says something is important than the something itself that matters in communication.
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Adjectives, adverbs and prepositions: Adjective and adverb should be used where necessary. They emphasize the meaning with degree of importance and use of unnecessary prepositions should be avoided. For instance, ‘All employees must follow the safety regulation in regard to work’. Here, the word ‘about’ can be used in place of “in regard to”. II.
Non-verbal Communicating a message without using arbitrary symbols i.e. words or meaning of words is termed as “non-verbal communication”. Non-verbal language consist of hidden messages, it is the cues which convey the messages. Non-verbal messages express true feeling more accurately than the spoken or written language. Non-verbal messages do not have universal meaning. In different context they vary. Our sensitivity to non-verbal messages increase with experience and age. According to one study, only seven percent of a message effect is carried by words and listener receive other 93% through non-verbal means. 9 Gestures/Body language: The term ‘kinesics’ means the study of body
language. Body language or kinesics behavior is the most widely recognized form of non-verbal communication. Body movements, like facial expression, eye contact, etc., convey different messages to different people directly or indirectly. Marks or symbols used to mean something is termed as signs of language. Gesture is used in the place of words, number, or punctuation marks in the sign language. The language system of the deaf people and the hitch-hiker’s finger is the example of the sign language. 9 Time: The time factor also plays a role in communication. If an individual is always late in his commitments, he conveys much regarding his personality. In the same way, a person in a hurry can provide some information that he has a commitment somewhere else. 9 Posture 9 Dressing: The general appearance of an individual often provides clues to his social status, lifestyle, and economic background. It also gives an idea regarding the emotional state of the person. Page |5
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9 Physical
touch:
Physical
touch
is
also
important
in
non-verbal
communication. In some circumstances, it is difficult to express feelings in words and touch proves more effective. For example, an arm around the shoulders of a grieved relative or friend can be solace and releases tension. 9 Signs and Symbols: Marks or symbols used to mean something is termed as signs of language. Gesture is used in the place of words, number, or punctuation marks in the sign language. The language system of the deaf people and the hitch-hiker’s finger is the example of the sign language. 9 Gifts: Gift has always has a positive meaning. It shows one’s love and affection for someone dear one. 9 Silence: In many circumstances, silence also is an effective medium of communication. Through silence, some people evoke response from others. Sometimes, silence itself is considered equivalent to speech. However, Silence as a Medium of communication is considered as a dangerous mode of communication. 9 Paralanguage: Another important dimension of non-verbal communication is paralanguage. Sounds are the basis for paralanguage. Paralanguage include tone of voice, power or emphasis, pitch, rhythm, volume, pause or break in
sentence, speed of delivery, loudness or softness etc. These
languages too influence meaning and convey messages. Kind of Communication
Interpersonal
Group
Mass
Need for Effective Communication
Shapes the approach of an individual towards another
One represents not merely oneself but the organization/institution.
Communication in Management
Management involves communicating with and through people
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Communication is the lifeblood of an organization without which it will fail to function effectively, will be unable to reach its goals and will ultimately perish.
“I kept six honest serving men they taught me all I knew their names were what and where and when and how and why and who - Rudyard Kipling
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Chapter 2: Barriers to communications Barriers Barriers are influencing factors, which impede or breakdown the continuous communications loop. They block, distort, or alter the information. The main barriers are: a. Organizational barriers 1. Policy: Broad objectives and policies of the organization are laid down by the top management. They are broad guidelines for everyone in the organization to follow. They change behavior or the receiver. Policy is generally in writing. If policy is not supporting the flow of communication, vertically and horizontality, it acts as hurdle in the smooth flow of communication. 2. Rules and Regulations: Formal communication should follow the path of flow the communication. Organizational rules and regulations sometimes work as obstacles for transmitting message. They prescribe rigidly in the message to be communicated as well as the channel to be followed and through which alone the communication must move. The rules are so rigid and formal that they restrict the free flow of communication and result in delay in decision-making process and action.’ 3. Status and Position: In two-way communication, status and position block the flow of communication, particularly in upward flow. The reasons are non-listening attitude of the superior, non-answering and interpreting as well as withholding information etc. 4. Complex organization: Complexity in organization structure is also equally a serious problem in the smooth flow of communication. The organizational structure has an important influence on the capacity of the members to communicate. Complexity involves many layers of supervision, long distance, more lines, communicating gaps, organizational distance between the workers and the top management. Problem arises when the organizational structure is not properly defined. It is necessary to assign the responsibility and authority,
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and to clear the channels for a wealthy organization. Thus communication is likely to be ineffective and over harmful. These barriers are:
Lack of chain of command
Bureaucratic delay
Political manipulations
Class confects
5. Facilities:
The management in every organization must provide minimum
facilities to handle message load and to communicate effectively. Facilities like typing pool, media, mechanical instruments carriers, cost etc. Organizational facilities are indispensable for smooth, proper and a timely flow of communication. The purpose of communication is defeated if minimum facilities for transmitting message are not provided. b. Organizational Climate Barriers: These are the barriers that are created due to problems in the culture of the origin and also due to lack of proper directions of the managers or top brass. These are as follows: 1. Fear
Fear of being misinterpreted
Fear of distortion by gossip
Fear of exposing oneself to criticism
Fear of getting fired
2. Poor or Ego-centered supervision: Poor supervision may create obstacle in the communication process. Typically, the person may thrive that s/he is being ignored or dominated. 3. Insincerity and lack of confidence: Insincerity means that communication is superficial. Lack of confidence means that, message is not trustworthy. c. Personnel Barriers: 1. Semantic problems: Science of meanings is termed as semantics. Language barrier may manifest itself in the form of misinterpretation of words, gestures, translation, and meaning of signs and symbols. A word can carry as many as five hundred meanings. Semantic barriers arise due to differences in meanings,
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which people attach to the different words. The meanings of the word are not in the words are not in the words, these are with us. A poor choice of symbols or their confused meanings could distort communications. A Semantic barrier can be divided into the following categories:
Words: if an American tells an Indian to put something in the “boot” the Indian will look at his shoe, but the American is referring to the rear of his car.
Gestures: While a Belgian nods his head left to right to signal no, the British does the same to signal yes.
Translation: anybody who has spoken to an American and an Englishman will see how the same language and words differ. Our simple lift is known as an elevator and an escalator.
Signs and symbols: Making a circle of the thumb and first finger signals the message “A – one” to an Indian, the very same sign signals an unmentionable cussword in German.
Frames Of Reference: A scientist will consider “U-N-I-O-N” a term related to electronically uncharged particles, while a production manager will consider it a group of meddlesome workers.
Space: People use space to indicate two categories of feelings toward others, Proxemics, or the distance between people, indicates the people’s attitude toward each other. Territory, the amount of space a person controls, indicates status.
2. Cultural differences: Cultural barriers arise due to peculiarities/ variations within and between cultures Their effect is deep set as 1. They are deeply embedded in a society, 2. They have an emotional string attached to them, 3. Their effect is often not realized Often they arise as people presume the existence of ‘universals’ They are difficult but not impossible to overcome
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Cultural Barriers types: Visual barriers and Traditions Means to Overcome Cultural Barriers
Careful study of the culture
Willingness to move with the times
3. Psychological Barriers: These arise due to attitudes, bias or a closed mind, emotions, perceptual variations, mental competencies, sensory differences, tendencies to exaggerate, and lack of listening skills.
Attitude: If the listener feels superior to the speaker he will not get the complete message.
Bias: If you dislike the speaker you will not hear him out.
Heightened emotions: If you are angry or happy to a great degree you will not be able to communicate effectively. Insecurity, worries, fear, sorrow, and shame can all act as barriers.
Perceptual Variations: The problem with communicating with others is that we all see the world differently. If we didn't, we would have no need to communicate: something like extrasensory perception would take its place. Sometimes it also causes disruption in communication. The word “u n i o n” will be seen as un-ion by a chemical scientist but as union by a management graduate.
Mental competency: a five year old will not understand what “NaCl” means.
Sensory differences: a blind person cannot appreciate the concept of colors.
Exaggeration: leads to the distortion of facts.
Listening: It is much more than merely hearing the speaker. It involves assimilation, understanding and retention as well.
Halo Effect: Subconscious evaluation of the Source tends to color our reaction to the message. If we like the person we will believe him, if we dislike the person we may not trust the message he delivers.
Stereo Typing: Judging the whole group or community on the deeds/ activities of person belonging to them. E.g. Attitude of Americans, towards all Islamic people after attack on World Trade Centre. P a g e | 11
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d. Physical barriers:
Noise – Physical/Semantic
Distance
Fatigue – Physical/Mental
Attention Span
Defective Sender/Receiver
Time
Physical barriers can be avoided by:
Careful choice of time/place of communication on a mutually convenient basis
Avoiding excessive jargon
Careful coding of the message
Summarization/repetition of important aspects of the message
Use of audio-visual aids
Awareness of the Receiver
Neutralizing peculiarities
e. Technical Barriers:
Technical malfunction
Wrong time of communication
Space and geographical distance
Mechanical failure
Disturbance
Physical Obstruction - too much emphasis on the information structure
How to Overcome Barriers to Communication
1. General Awareness on importance of communication 2. Organizational facilities - Free Flow - Proper Climate - Confidence -Openness Feedback - Reward - Performance Appraisal 3. Inter personal style 4. Empathy 5. Clear cut systems and procedures
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Tips for improving communication
Noting down important points
Asking questions and seeking clarification
Repetition of important points
Planning back
Proper sequencing of presentation
Credibility of source of information
Importance of time element
Careful listening**
Empathy: putting yourself in others man shoe
Ability to make use of language effectively
Talking at the same wavelength
Use of more than one channel of communication
Emphasis on main points and avoidance of unnecessary details
Barriers to listening
Hearing difficulty and seating
Speed of thought
Wanting to speak
Other things on mind
Prejudice against speaker
Variant Views
Heard all before
Assuming what is being said
Only what you want to hear
Language problems
Tiredness
Undefined reaction
Internal and external distractions
Verbal/ non verbal incongruence
Emotive words and phrases used
Not interested
Day dreaming
Speaker’s apparent inexperience
Poor presentation skills P a g e | 13
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Chapter 3: Communication in an organization Elements of Communication in an organization 1. Its importance
Work needs to be done with and through people
Helps in maintaining a cordial ambience
Enhances efficiency
Prevents misconceptions
2. Objectives
Providing information
Conveying orders
Consultation/Suggestions
Persuasion
Morale boosting
3. Types Internal: Inter and intra departmental/individual communication on a (in) formal basis External:
Communication
with
individuals
outside
the
organization/other
organizations on a (in) formal basis that helps in facilitating in its working 4. Channels A. Formal
Vertical: Upward and Downward 9 Refers to communication between bosses and subordinates 9 Takes two forms – upward and downward 9 Often defined by stringent rules that result in hampering the working ambience 9 Most important for the effective functioning of an organization 9 It can involve skipping levels
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Upward Communication 9 Communication that goes from the subordinates to the bosses 9 Often highly formal 9 Usually accompanied by a high level of disguise 9 Largely in the form of replies, requests Downward Communication 9 Communication that goes from the bosses to the subordinates 9 Often in the form of orders 9 Usually defined by a high degree of formality
Horizontal 9 Communication (at an (in) formal level) between people at the same level in an organization or among organizations 9 Very important for maintaining complete efficiency within an organization
Lateral 9 Communication across various levels 9 Can be either formal or informal 9 Often in the form of networking 9 Can be misused to subvert hierarchy and gain favors
B. Informal
Grapevine 9 Informal communication within an organization 9 Can take any direction 9 Can be in the form of either networking or rumors 9 Often results in miscommunication 9 Can be effectively exploited by decision makers to float ideas/gauge their strength
Lateral: same as above.
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5. Media and modes Oral
Face-to-face
Telephone
Tele-conferencing
Meetings/briefings
Speeches (rare)
Written
SMS
E-mail
Fax
Letters
Reports
Minutes/Agenda/Notices
Notes
Memos
Presentations
6. Communicating effectively
Open mind is the key to communication.
Don’t let the lines of communication get tangled upon your need to talk too much often.
Absence of communication creates void and misunderstanding, soon fill it.
Finishing statement, for others may diminish their desire to communicate.
We always wonder what a person of few words has to say.
Treat employees like machine and you can expect a breakdown in communication and in morale.
When you talk too much, it is hard to remember all that you said as it is remember what it is they said.
The better you listen, the more you learn how little you know.
The fake listener can only fool you if you are not a good listener. P a g e | 16
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What we hear is not always the same as what we is being communicated.
The more you talk, the less you listen and the more you talk, the less other listen.
Is your comment pertinent? Is your comment informative? Do you have your thoughts in order? If not, you are better off listening.
Advantages/ Disadvantages Formal Communication Advantages Chain of command is maintained. Clear cut directions for functioning. Written records for all are maintained.
Informal Communication Advantages Disadvantages
Disadvantages
Time consuming.
Fast dispersion of information. Inflexible and lacking No hierarchy / protocol in autonomy. to be maintained.
Verbal Communication Oral
Gossip fosters. Rumors spread. Formation of cliques. Ambience is affected by misinformation.
Non-Verbal Communication Written
One to One (Internal & External) One to Group (Internal & External)
Face to Face Telephone Interviews
Personal
Letters Memorandum
Signs Peace V for Victory
Internal
Symbols Dove for peace Red Cross Blue Cross Red for Danger
Within a Group (Internal & External)
Group Discussion Brainstorming Meetings
Between Groups (Internal & External) External
Conflict Resolution Negotiations Debates
Speech Presentation Lecture Debate Jam
Trade Fair / TV/ Exhibitions/ Radio Confederations Trade Associations
External
Notice Circular Standard Operating Procedures (SOPs) Report In-house Magazine Annual General Reports Print Ads Newspaper Articles Magazine Features Government Agencies
Body Language Eye Contact Facial Expressions Hand Gestures Posture Gestures Paralanguage Space Proxemics Territory Time Chronomics
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Oral Advantages
Written Advantages
Disadvantages
Personal Two-way (idea can be exchanged, clarifications can be made) Flexible (can be adapted to receive, can be presented in the right tone of voice, with a smile, with gestures) Effective (personal touch) Direct (easy, simple, fast, places responsibility for communication where it belongs – on immediate supervisor).
Disadvantages
Message can get Authority Accuracy distorted or forgotten Lengthy messages Permanent Record cannot be conveyed Coverage (adequate length, duplicated and with ease distributed to everyone No records are concerned) maintained Cannot be used as Time to think and react Indirect (retention rate evidence from reading is high, written communications are economical)
Non verbal Communication Advantages
Time consuming Increases paper work Needs a lot of filing cabinets and storage space
Disadvantages
Universal language ( no language barriers) Literacy is not an issue Aids such as pen, paper, phone, etc are not required Feelings are perceived more intensely and evoke immediate reaction
If the frame of reference is not the same many misunderstandings can occur Is not totally culture free Too many conclusions may be drawn based on a single or isolated act
Individual Communication Advantages Disadvantages
Group Communication Advantages Disadvantages
It is more personal.
Information can be given to many people at the same time. Time saving. Clarification of common doubts is easier.
Individual biases can come into play.
It is impersonal. It can be subject to group think.
Internal Communication Advantages Disadvantages
External Communication Advantages Disadvantages
Boosts morale and motivation. Is an indicator of the health of the organization
Helps promote the image of the organization in society.
Information overload due to lack of filtering. If only one way, it is directive.
Media hype and intervention in organizational functioning.
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Chapter 4: Management of Written and Oral Communication Importance of Effective Communication
Shapes the approach of an individual towards another
An individual represents not merely her/himself but the organization/institution
Etiquettes: Unwritten Norms of Communication. It makes Interaction Pleasant General Etiquettes
Offering a seat
Offering a glass of water, tea etc.
Awareness about gender, age, position
Intimating about a change as early as possible
Common courtesies – opening the door, allowing women/ older people to enter/exit first, holding out the coat, rising to greet
Etiquettes in Verbal Communication
Greeting an individual
Introducing oneself
Precision and clarity in communicating a message
Use of language
Pleasant Parting
Keeping up to date with changing techniques in written communication
Using politically correct language
Impact of spellings, punctuation and grammar
Impact of pronunciation
Impact of tone
Impact of speed
Importance of time
Avoiding unnecessary intimacy/ dwelling on personal details
Avoiding excessive use of jargon
Etiquettes in Non Verbal Communication
Adopting the correct posture P a g e | 19
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Norms of interacting with men/women
Impact of facial expressions
Impact of gestures
Eye contact
A handshake should always be firm
Maintaining a comfortable physical distance
Formats in Oral Communication
Face-to-face Do’s and Don’ts 9 Read/provide non verbal cues 9 Maintain eye contact 9 Do not cut off any section of the receivers 9 Do not interrupt
Telephone Do’s and Don’ts 9 Seek immediate clarification if required 9 Be alert to/provide tonal variations
Tele- conferencing Do’s and Don’ts 9 The time should be convenient to all parties and should be intimated well in advance 9 The agenda should be known well in advance 9 Combination
of
etiquettes
related
to
telephonic
and
face-to-face
communication
Meetings/briefings Do’s and Don’ts 9 The agenda and schedule should be circulated well in advance 9 Avoid interruptions 9 Contribute wherever possible P a g e | 20
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9 Be alert to your own and others’ verbal and non verbal cues 9 Be flexible and open to suggestions
Speeches Do’s and Don’ts 9 Stick to the time and subject 9 Follow etiquettes – salutation, content, conclusion 9 Be alert to tone and pace
Formats in Written Communication
SMS Do’s and Don’ts 9 Avoid using short forms 9 Take care to edit forwards before sending them 9 Identify yourself 9 Take cognizance of time zones
E-mail Do’s and Don’ts 9 Always include the reason 9 Avoid using short forms 9 Always include salutation, content, complimentary close and signature line 9 State the attachment in the body of the text 9 Send attachments only when necessary 9 Avoid sending random forwards 9 Respond promptly 9 Know when to call instead
Fax Do’s and Don’ts 9 Ensure that the original document is dark 9 Always mark the document to an individual
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9 Include a clear subject line 9 Check if the organization/individual has a dedicated fax number, else request them to switch it to the fax mode 9 Follow up with a phone call
Letters Do’s and Don’ts 9 Use the Full Block Form for computer generated letters 9 Use the semi block form for hand/type written letters 9 Do not mix up formats 9 All official letters should be written on the letter head 9 No personal letters should be written on the letter head
Reports Do’s and Don’ts 9 As discussed earlier
Notice Do’s and Don’ts 9 Should be sent well in advance 9 Should include all relevant details – time, place, reason 9 An agenda should be enclosed whereever possible
Agenda Do’s and Don’ts 9 Should be sent well in advance 9 Should be clear
Minutes Do’s and Don’ts 9 The minutes should be sent soon after the meeting 9 The minutes should be detailed enough to serve as a reference point P a g e | 22
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Memos : Memos can either be informational or show cause Do’s and Don’ts 9 Should be clear and precise 9 Should not be unnecessarily harsh
Notes Do’s and Don’ts 9 Should be indicative 9 Should be made using a different coloured pen 9 Should me made on the basis of whether they are for oneself or others
Presentations: Can be either verbal or PowerPoint Do’s and Don’ts 9 The points on the PPT should be indicative 9 Matter on the PPT should be easily visible 9 The number of slides should be determined by the time allotted 9 Avoid turning towards a PPT/ shuffling back and forth constantly 9 Use a laser pointer if needed 9 The hard copy should not be stapled together 9 Number the pages
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Chapter 5: Report Writing Types of Reports
Association/Activities Reports
Event/Newspaper Report/Press Release
Committee/Project Reports
Elements of an Association/Activities Report
Title of the Report
Date on which the activity has been conducted
Nature of the activity and its details – who, what, when, where, response
Name and designation of those in charge of the activity/association
Writing Conventions for an Association/Activities Report
Centre align the title
The complete date (e.g. 1st April, 2007.)for every activity should be left aligned
This should be followed by the details of the activity
If there is more than one representative, whose name would appear for signing off the name and designation of the junior person appears on the left
Elements of an Event/Newspaper Report/Press Release
Headline and sub-title if necessary
Detailed information regarding the activity
Photographs of the event
Covering letter/e-mail
Writing Conventions for the Covering Letter
Should be written on the letterhead, if it is to be posted/faxed
Should be in the full block format
Could be in the form of an e-mail with the report sent as an attachment. However the tone of the e-mail should be formal
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Writing Conventions for an Event/Newspaper Report/Press Release
Title/headline and sub-title if required
Basic information about the activity (what, when, where, who, by whom) to be included in the first paragraph
All details should follow in subsequent paragraphs
The concluding paragraph should include a summary/ a comment on the significance of the event
Elements of a Committee/Project Report
Could be submitted by an internal committee/external agency appointed for the purpose
Should include a covering letter in the full block form/ on the letterhead
Could be in the form of an e-mail with the report sent as an attachment. However the tone of the e-mail should be formal
Writing Conventions for a Committee/Project Report
Title of the report – Report of the ______ Committee/Report on the ______ Project
The introductory paragraph should contain the following information a. Why the committee was formed/What is the project about b. When the committee was formed/The date of its commencement c. Who were its members
Writing Conventions for a Committee/Project Report
The succeeding paragraphs should include a. The nature and scope of the problem b. The methodology adopted to study it c. The findings d. The recommendations
The concluding paragraph should contain general remarks
This should be followed by the (signature –optional) name and designation of the person in charge of the committee/project
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Chapter 6: Communication Technology and Its Impact on Office Procedures and Automation
What Is Automation Technology?
Automation technology refers to the use of technological innovations in organizations
This is a growing trend in multinational, national and local organizations and institutions
Reasons for the Growing Dependence on Automation Technology
Globalised context
Open market economy
Easy accessibility to technology at ever falling prices
Advantages of the Growing Dependence on Automation Technology
Creates a better image and impact
Reduces the time consumed
Reduces paper work
Saves labor if effectively used
Can prove to be cost effective, depending upon the method of use
Helps in longer and better maintenance of records – lends continuity to an organization
Saves duplication of work
Disadvantages of the Growing Dependence on Automation Technology
Large chance of technological failure
Takes away individuality
Can prove to be debilitating
Types of automation technology
Fax machines
SMS
Telephone/Teleconferencing
Internet/E-mail P a g e | 26
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The Internet
Can be used to further knowledge or enhance communication between individuals and organizations Do’s and don’ts 9 Should be used essentially/largely for professional reasons 9 Should be used discretionally
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