BCA-S104 BUSINESS COMMUNICATION

UNIT-II
Types of Communication:
Oral Communication:
Meaning, nature and scope – Principle of effective oral communication – Techniques of effective speech –
Media of oral communication (Face-to-face conversation – Teleconferences – Press Conference –
Demonstration – Radio Recording – Dictaphone – Meetings – Rumour – Demonstration and Dramatisation –
Public address system – Grapevine – Group Discussion – Oral report – Closed circuit TV). The art of listening –
Principles of good listening.

Oral Communication - Meaning, Advantages and Limitations

Oral communication implies communication through mouth. It includes individuals conversing with each
other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms
of oral communication. Oral communication is generally recommended when the communication matter is
of temporary kind or where a direct interaction is required. Face to face communication (meetings, lectures,
conferences, interviews, etc.) is significant so as to build a rapport and trust.

Definition and Types

Great communication skills are your ticket to success in the academic and business world. But have you
ever been overcome by fear or anxiety prior to going on a job interview or speaking in front of an audience?
Knowing when to choose oral communication and polishing your speaking skills can help you at every stage
of your career.

Oral communication is the process of verbally transmitting information and ideas from one individual or
group to another. Oral communication can be either Formal or Informal. Examples of informal oral
communication include:

∑ Face-to-face conversations
∑ Telephone conversations
∑ Discussions that take place at business meetings

More formal types of oral communication include:

∑ Presentations at business meetings

∑ Classroom lectures
∑ Commencement speech given at a graduation ceremony

With advances in technology, new forms of oral communication continue to develop. Video Phones and
Video Conferences combine audio and video so that workers in distant locations can both see and speak
with each other. Other modern forms of oral communication include Podcasts (audio clips that you can
access on the Internet) and Voiceover Internet Protocol (VoIP), which allows callers to communicate over
the Internet and avoid telephone charges. Skype is an example of VoIP.
Advantages of Oral Communication

There is high level of understanding and transparency in oral communication as it is interpersonal.

There is no element of rigidity in oral communication. There is flexibility for allowing changes in
the decisions previously taken.
The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly
without any delay.
Oral communication is not only time saving, but it also saves upon money and efforts.
Oral communication is best in case of problem resolution. The conflicts, disputes and many
issues/differences can be put to an end by talking them over.
Oral communication is an essential for teamwork and group energy.
Oral communication promotes a receptive and encouraging morale among organizational
employees.
Oral communication can be best used to transfer private and confidential information/matter.

Disadvantages/Limitations of Oral Communication

Relying only on oral communication may not be sufficient as business communication is formal and
very organized.
Oral communication is less authentic than written communication as they are informal and not as
organized as written communication.
Oral communication is time-saving as far as daily interactions are concerned, but in case of
meetings, long speeches consume lot of time and are unproductive at times.
Oral communications are not easy to maintain and thus they are unsteady.
There may be misunderstandings as the information is not complete and may lack essentials.
It requires attentiveness and great receptivity on part of the receivers/audience.
Oral communication (such as speeches) is not frequently used as legal records except in investigation
work.

Forms of oral communication

Intrapersonal Communication

Intrapersonal communication is self-talk or a conversation you hold with yourself under certain
circumstances – for example, when you need to make an important decision or learn something about
yourself. You may wonder whether intrapersonal communication is just another way of describing the
thinking process. In a way, that would be correct.

Interpersonal Communication

Interpersonal communication is communication between several people. This form of communication

may range from the impersonal to the very personal. Impersonal communication is when you talk with a
person you do not really care about – there is often coldness or indifference in your attitude when you
engage in this kind of communication.

Small Group Communication

Small group communication takes place in a group, usually comprising five to 10 people. This form of
communication serves relationship needs (like companionship, family bonding and affection or support) as
well as task-based needs, for example, deciding on disciplinary action or resolving conflict in the workplace.

Public Communication

Public communication, also known as public speaking, involves communication between a speaker and an
audience. This audience may range from just a few people to thousands or even millions of people. The aim
of the speaker is usually to inform or to persuade the audience to act, buy, or think in a certain way. A
teacher may address an assembly of students on codes of behavior or school rules

Mass Communication

Mass communication is communication that is sent out from a source to many receivers all over the world.
It takes place through media like films, radio, videos and television. Modern avenues of mass
communication like the Internet and blogs can be very powerful indeed as information is disseminated
instantly.

Corporate Communication

Corporate communication is communication that takes place among members of an organization, within
that organization. Interacting in teams, conferencing with co-workers, talking with a supervisor or manager,
giving employees explanations and directions, interviewing and making presentations are some examples of
corporate communication.

Principles of Oral Communication

ó Clarity of Expression:Pronunciation and accent

ó Be Precise
ó Choice of words
ó Avoid communication overload: Kill your speech before it dies. Be brief, let it not be abrupt.
ó Listener’s interest: “You attitude” - consider listener’s point of view.
ó Easy flow
ó Sequence
ó Strong Conviction: think carefully, speak sincerely, plan intelligently in order to make speech
effective.
 Barriers to effective oral communication

The foremost barrier to oral communication is poor listening.

Listening is a psychological act affected by several factors, such as

◦ Status – When the employees are status conscious, it becomes one of the major
communication barrier.

◦ Halo effect- The Halo effect is the effect of an Oral Communication on the listener on the
basis of his impression of the speaker.

◦ Complexes- A sense of superiority or inferiority may prevent proper oral interaction between
the persons.

◦ Closed and all knowing mind- It is very difficult to communicate with a man who has
deeply rooted prejudiced mind. Such a man is not prepared to receive any message on a
subject about which he assumes to know everything.

◦ Poor retention
◦ Premature evaluation and hurried conclusions as distortions
 ◦ Abstracting- Abstracting is a mental process of evaluation of thought content in terms of relative
important of ideas in the context of the total message. Abstracting acts as a barrier when a
listener approaches a message from a particular viewpoint focusing on some aspects at the cost of
other things in the message. The rest of the communication is missed. Abstracting is partial and
selective listening.

◦ Cognitive dissonance- At times the listener fails to accept or respond to new information or
ideas, as he is not ready to change from the old set of beliefs. As a result a dissonance between
what is said and what is heard is created. Cognitive Dissonance interferes with the acceptance of
a new idea the way it happens to be.

◦ Language barrier- An incorrect language is a very big barrier in the process of communication.
Wrong use of language can lead to much confusion.

Two sides of oral communication: listening & presenting

Listening
◦ It is an important component of conversation control.

◦ To be able to understand and appreciate the other person, you should allow him/her to express
freely, without being interrupted, and listen carefully.

◦ To improve your skills of conversation control, you should know whether you are a poor or a
good listener.
Be an effective presenter

◦ In order to be effective presenter try to present facts, not your opinions, keep to the point; keep
the listener’s interest in mind; support your arguments with suitable examples; and ask for
feedback and answer questions honestly.
◦ Make eye contact.

◦ Avoid being vague, unfocused, with little eye contact, discouraging questions, showing lack of
confidence, and not getting to the point.
Effective Speaking

Your voice can reveal as much about your personal history as your appearance.

The sound of a voice and the content of speech can provide clues to an individual's emotional state and a
dialect can indicate their geographic roots. The voice is unique to the person to whom it belongs. For
instance, if self-esteem is low, it may be reflected by hesitancy in the voice, a shy person may have a quiet
voice, but someone who is confident in themselves will be more likely to have command of their voice and
clarity of speech.

Aspects of Effective Speaking

Effective speaking has nothing to do with the outdated concept of 'elocution' where everyone was
encouraged to speak in the same 'correct' manner. Rather, effective speaking concerns being able to speak
in a public context with confidence and clarity, whilst at the same time reflecting on your own personality.

Aspects of Effective Speaking

∑ Accents.
∑ Finding your voice.
∑ The effect of breath on voice and speech.
∑ Vocal production.

Accents

Regional and ethnic accents are positive; they are part of individual personality.

Gradually, over the years, through the migration of people and exposure to the media, accents are being
broken down and neutralised. In some ways this is a shame because accents can add a dimension and
distinctiveness to voice and emphasise individuality.

It is important to get used to the sound of your own voice. Most people are more relaxed in a private
situation, particularly at home, where there are no pressures to conform to any other social rules and
expectations. This is not the case in public situations when there are all sorts of influences exerted upon the
way people speak.

Try recording your own voice in an informal setting, like at home.

You might also note any aspects of your speech which reduce the overall effectiveness of your message.

Often people don’t like the sound of their own recorded voice - in the same way that some people don't like
photographs of themselves - they can feel embarrassed.

Most of us are not used to hearing our own voices and these feelings are totally normal. Get past the initial,
‘Do I really sound like that?’ stage and develop a better understanding of your voice.

When relaxed you will feel more confident, therefore by listening to your voice at home you will have an
idea of how you sound to other people. Although you cannot hear your voice in the same way that others
hear you, you can develop an awareness of its impact on others. Understanding the physical nature of your
voice will give you more control over the way that you use it.

Individuals are all used to using language in an informal way in their everyday lives, but as soon as a hint of
formality is suggested, they can become self-conscious and seize up. This becomes especially obvious when
speaking in front of strangers in a public setting.

The more you get used to the sound of your voice functioning in a slightly more formal way, the easier it is
when doing it 'for real'. In conversational mode, individuals tend to speak in short phrases, a few at a time.
Reading aloud helps you to become used to the more fluent sound of your voice.

An exercise to help develop your effective speaking skill

Find a document to read, something about two pages in length - the first few pages of a book would work
well.

Read your document through silently first, then read it aloud in your normal speaking voice. Don't worry if
you stumble or falter, just pick up and continue to the end.

Now read it a third time, recording your voice if possible and remember:

∑ Slow down: It is a natural reaction to want to get it over as fast as possible and this often causes
people to stumble over their words. Speeding up also occurs when you are nervous and usually
makes you more difficult to understand.
∑ Keep your head up: Try not to tuck your chin into the book as your voice is then addressing the
floor. Hold your book higher and project your voice.
∑ Pause occasionally: Let the end of a sentence or the end of a paragraph give you a chance of a
small, two or three second rest. Pauses can be useful for emphasis.

Practise this exercise as often as you can.

Anyone can improve the sound of their voice and the way they speak in a matter of days through a few
simple exercises, like the one above. To improve you will need to maintain a certain commitment and
practice regularly for a few minutes.

The Effect of Breath on Voice and Speech

The voice is responsive to emotions and sometimes gets 'blocked', which can prevent or hinder the
expression of a range of feelings. However, it is possible to use physical exercise to help produce a more
flexible voice, in the same way that people who use vocal sounds professionally take lessons, to ensure that
their voices are kept in a versatile condition and ready to vocalise a range of sounds.
When under stress an individual's breathing pattern will change. When your muscles are tense you cannot
use your lungs to their full capacity, when a person is frightened or nervous, a common symptom is tension
in the neck and shoulders. This occurs because, when under pressure, over-breathing tends to occur. Plenty
of air is inhaled, but with fast breathing there is not enough time to exhale and relax.

Good breathing is essential for two reasons:

1. By using full lung capacity the breath will support the voice and the voice will become richer, fuller
and stronger. This will benefit individuals who have a small voice and who worry that they cannot
be heard when speaking to a group of people. Volume is controlled in the abdomen not in the throat,
so breathing to full strength will allow for greater control of the voice.
2. Breathing deeply and rhythmically has a calming and therapeutic effect as it releases tension and
promotes relaxation. Individuals who are relaxed are more balanced, receptive and confident. It is
no coincidence that several religions use rhythmic breathing techniques such as meditation, yoga and
silent contemplation, and vocal release in the form of chants, mantras or hymn singing as aids to
their devotions. By easing physical tension, mental stress decreases and the mind is effectively freed
to follow creative pursuits.

Breathing Exercise

1. Stand in an easy position with your feet one pace apart, with the knees ‘unlocked’ and not rigidly
pushed back. Keep spine straight, head balanced and face muscles relaxed.
2. Breathe in to a slow count of three, then out to a slow count of three.
3. Try not to raise your shoulders as you breathe. Breathe in through your nose and out through your
mouth. Consciously think of your breath 'filling down' to the bottom of your lungs.
4. Put the palm of your hand flat against your abdomen and feel the movement. Push slightly against
your hand as you breathe in and out.
5. Repeat this exercise ten times.

Depending on how you feel after several days of doing this exercise, extend the count of the out-going
breath from three to four, five and six gradually building up to ten before you need to take another breath.
Then count out loud on the out-going breath from one to ten. Repeat five times.

By building up your control of out-going breath, you will never sound ‘breathy’ or feel you are 'running out
of breath’ when you speak to a group or a meeting.
Speech:
Speech is an information display in auditory form. Sender and/or receiver may be either human or machine.

Techniques of effective speech

ó Gestures & movement

ó Moderate amount of movement
ó Vocal variety
ó Tone, rate, pitch, volume, pronounciation, appropriate use of pauses
ó Eye contact & facial expression
ó Make speaker more believable, trustworthy
ó To gauge audience feedback
ó Convey speaker’s feelings, attitudes, emotions
ó 4 steps to organize your thoughts quickly
ó State the point/question you are responding
ó State the point you want to make
ó Use whatever support you have (statistics/ examples/ testimony)
ó Summarize your point

POINTS TO REMEMBER

ó Try to remain calm

ó Make strong eye contact with the audience
ó Concentrate on speaking on a clear, deliberate pace
ó Use signposts (“first”, “second”, “then”,”next”,”finally”)
ó Prepare thoroughly
ó Speak about a familiar topic
ó Realize that you’re not alone
ó Focus on getting the msg across
ó Use positive visualization
ó Practice relaxation techniques
ó Use visual aids
ó practice
 FACE TO FACE COMMUNICATION

As more communication up and down the line at work is done electronically, face-to-face discussion can
easily fall by the wayside. While the speed and volume of communication increases with e-mail, voicemail
and instant messaging, some of the dialogue and personal touch can start to disappear.

A global survey shows that 67 percent of senior executives and managers say their organization would be
more productive if their superiors communicated more often by personal discussion. While they desire more
personal discussion from their superiors, however, the top personal method of communicating for these
same business leaders is e-mail, based on the survey by NFI Research.

“Too many people take the easy way out and try and do everything via e-mail and in a lot of cases consume
more time on both sides of the equation than they would have by simply picking up the phone or going to
see the person,” said one survey respondent. “I often find that when I look the other person in the eyes and
ask them something I get far more than I ever would over e-mail.”

“Personal discussion is the foundation of communications,” said another respondent. “Once this foundation
is established, it enables all of the other forms of communication. Having a personal connection builds trust
and minimizes misinterpretation and misunderstanding.”

Reasons to Communicate Face-to-Face

We all know how technology enables communication – email, voicemail, text message, instant message,
Twitter . . . the list goes on. There are more than enough ways to communicate, and too often they add up to
message overload for employees.

That’s why when something is important, nothing compares to communicating face to face. When a leader
needs to inspire people—or move them to action—the best way to do it is to look people in the eye and tell
them exactly what they need to know.

Communicating face-to-face sends a message before you say a word. People will not only hear what you are
saying, they will perceive the greater meaning of your tone, voice inflection, emotion and body language.
Here are six good reasons for leaders to make the time to communicate face to face:

1.Demonstrate importance

Being there in person tells your audience they are important to you and the issue you are discussing is worth
your time and theirs. Your focus will get people’s attention and increase the potential for your message to be
heard.

2.Interpret thoughts and feelings

When you are face to face, you can see and respond to people’s reactions – like facial expressions and body
language – as well as their tone of voice. Leaders have the chance to show they care by asking probing
questions and actively listening to understand the audience’s perspective. This is especially critical when
you need employees to adopt new behaviors to advance your goals, such as in times of change.

3.Enhance credibility and trust

Leaders need to build employee trust to be effective. Face-to-face situations allow you to share your
strategy, explain it clearly, and answer questions honestly. Employees see how actions align with words,
which enhances leaders’ credibility and trust.

4.Build relationships

Interacting directly with other leaders, managers and employees expands your network and establishes
shared experience that can enhance future communication. It also helps create camaraderie that is the basis
of cooperation and success across the organization.

5.Gather feedback

Meeting in person helps employees feel valued and gives them a chance to contribute input to organizational
strategies and communication. It gives the leader a chance to confirm people’s understanding of key issues,
identify gaps and encourage ongoing feedback and engagement.

6.Address sensitive issues

You demonstrate respect for employees and a commitment to a successful outcome when you deal with a
sensitive issue face to face. Whether you are providing specific feedback to increase their success or
delivering a tough message, focus on your desired outcome and prepare by understanding the employee’s
mindset and possible reactions. Ultimately your involvement means a lot and taking the time to meet can
help turn a challenging conversation into a trust-building interaction.

TELECONFERENCING

Teleconferencing means meeting through a telecommunications medium. It is a generic term for linking
people between two or more locations by electronics. There are at least six types of teleconferencing: audio,
audiographic, computer, video, business television (BTV), and distance education. The methods used differ
in the technology, but common factors contribute to the shared definition of teleconferencing:

Interactive Technologies

The new systems have varying degrees of interactivity - the capability to talk back to the user. They are
enabling and satellites, computers, teletext, viewdata, cassettes, cable, and videodiscs all fit the same
emerging pattern. They provide ways for individuals to step out of the mass audiences and take an active
role in the process by which information is transmitted. The new technologies are de-massified so that a
special message can be exchanged with each individual in a large audience. They are the opposite o mass
media and shift control to the user.

Many are asynchronous and can send or receive a message at a time convenient for individuals without
being in communication at the same time. This overcomes time as a variable affecting communication. A
video, data and voice delivery system reduces travel costs. When the material is retrieved and saved to a
video tape or disc, the material can be used at anytime or anyplace.

As more interactive technologies emerge, the value of being an independent learner will increase. Research
shows that learning from new technologies is as effective as traditional methods. Large groups are cost-
effective and everyone gets the same information.

Types of Teleconferences

Audio Teleconference: Voice-only; sometimes called conference calling. Interactively links people in
remote locations via telephone lines. Audio bridges tie all lines together. Meetings can be conducted via
audio conference. Preplanning is necessary which includes naming a chair, setting an agenda, and providing
printed materials to participants ahead of time so that they can be reviewed.

Distance learning can be conducted by audio conference. In fact, it is one of the most underutilized, yet cost
effective methods available to education. Instructors should receive training on how to best utilize audio
conferences to augment other forms of distance learning.

Audiographics Teleconference: Uses narrowband telecommunications channels to transmit visual

information such as graphics, alpha-numerics, documents, and video pictures as an adjunct to voice
communication. Other terms are desk-top computer conferencing and enhanced audio. Devices include
electronic tablets/boards, freeze-frame video terminals, integrated graphics systems (as part of personal
computers), Fax, remote-access microfiche and slide projectors, optical graphic scanners, and voice/data
terminals.

Audiographics can be used for meetings and distance learning.

Computer Teleconference: Uses telephone lines to connect two or more computers and modems. Anything
that can be done on a computer can be sent over the lines. It can be synchronous or asynchronous. An
example of an asychronous mode is electronic mail. Using electronic mail (E-Mail), memos, reports,
updates, newsletters can be sent to anyone on the local area network (LAN) or wide area network (WAN).
Items generated on computer which are normally printed and then sent by facsimile can be sent by E-Mail.

Computer conferencing is an emerging area for distance education. Some institutions offer credit programs
completely by computer. Students receive texts and workbooks via mail. Through common files assigned to
a class which each student can assess, teachers upload syllabi, lectures, grades and remarks. Students
download these files, compose their assignment and remarks off-line, then upload them to the common files.

Students and instructors are usually required to log on for a prescribed number of days during the week.
Interaction is a large component of the students' grades.

Through computers, faculty, students and administrators have easy access to one another as well as access to
database resources provided through libraries. The academic resources of libraries and special resources can
be accessed such as OCLC, ERIC, and Internet.
Administrators can access student files, retrieve institutional information from central repositories such as
district or system offices, government agencies, or communicate with one another. Other resources can be
created such as updates on state or federal legislation.

Video Teleconference: Combines audio and video to provide voice communications and video images. Can
be one-way video/two-way audio, or two-way video/two-way audio. It can display anything that can be
captured by a TV camera. The advantage is the capability to display moving images. In two-way
audio/video systems, a common application is to show people which creates a social presence that resembles
face-to-face meetings and classes and enables participants to see the facial expressions and physical
demeanor of participants at remote sites. Graphics are used to enhance understanding. There are three basic
systems: freeze frame, compressed, and full-motion video.

Video conferencing is an effective way to use one teacher who teaches to a number of sites. It is very cost
effective for classes which may have a small number of students enrolled at each site. In many cases, video
conferencing enables the institution or a group of institutions to provide courses which would be canceled
due to low enrollment or which could not be supported otherwise because of the cost of providing an
instructor in an unusual subject area. Rural areas benefit particularly from classes provided through video
conferencing when they work with a larger metropolitan institution that has full-time faculty.

Through teleconferencing, institutions are able to serve all students equitably.

o Use a telecommunications channel

o Link people at multiple locations
o Interactive to provide two-way communications
o Dynamic to require users' active participation

Benefits of using teleconferencing

Move Information - Not People

Electronic delivery is more efficient than physically moving people to a site, whether it is a faculty member
or administrator.

Save Time: Content presented by one or many sources is received in many places simultaneously and
instantly. Travel is reduced resulting in more productive time. Communication is improved and meetings are
more efficient. It adds a competitive edge that face-to-face meetings do not.

Lower Costs: Costs (travel, meals, lodging) are reduced by keeping employees in the office, speeding up
product development cycles, improving performance through frequent meetings with timely information.

Accessible: Through any origination site in the world. Larger Audiences: More people can attend. The
larger the audience, the lower the cost per person.

Larger Audiences: More people can attend. The larger the audience, the lower cost per person.

Adaptable: Useful for business, associations, hospitals, and institutions to discuss, inform, train, educate or
present.

Flexible: With a remote receive or transmit truck, a transmit or receive site can be located anywhere.

Security: Signals can be encrypted (scrambled) when it is necessary. Encryption prevents outside viewers.
Unity: Provides a shared sense of identity. People feel more a part of the group...more often. Individuals or
groups at multiple locations can be linked frequently.

Timely: For time-critical information, sites can be linked quickly. An audio or point-to-point teleconference
can be convened in three minutes.

Interactive: Dynamic; requires the user's active participation. It enhances personal communication. When
used well for learning, the interactivity will enhance the learning and the teaching experience.

Benefits of using teleconferencing

• reaches a larger population

• geographical barriers diminished
• saves time and travel costs
• convenient and efficient
• Interactive
• Unity
• Securiy
• Accessible
• Move information not people
• Flexible
• Adaptable

Disadvantages of using teleconferencing

As you work your way up the corporate ladder, you might increasingly be asked to participate in meetings,
and many of these may be conducted via the telephone. If you start your own business, travel expenses
might make in-person meetings cost-prohibitive and teleconferencing a more viable option. Body language,
facial expressions and work samples you use to shine when communicating face to face won’t help you
during teleconferences, so weigh the pros and cons of in-person meetings vs. teleconferencing, especially if
you are selling a product, service or yourself.

ÿ Lack of Body Language

Teleconferencing doesn’t let you read other participants’ body language, which can give you clues as to
whether you need to change your direction during a meeting. For example, if the person you’re meeting with
crosses his arms, it might be a sign of defensiveness and that you are not connecting. Seeing this, you would
be able to soften your message. Someone slouching or tapping their fingers can signal they are losing
interest, letting you know to change the subject or finish your point. In a teleconferencing situation, you do
not get these cues to make changes in your presentation.
 ÿ Lack of Eye Contact

Eye contact is another key benefit you lose when teleconferencing. Someone who looks down at the floor
might be lying, giving you a clue not to take him at his word if you are interviewing him for a job or
involved in a sales call. If someone’s eyes dart around the room, they might be bored. If you or your meeting
partners absolutely can’t make an in-person meeting, ask about videoconferencing capabilities. Using the
video cameras on our computers and the availability of low-cost and free video services such as Skype, it
might be just as easy to organize a video meeting.

ÿ Interruptions

People who teleconference do so using landlines, cell phones and voiceover Internet protocol, or VOIP,
phones. Plan on interruptions during telephone meetings when calls are dropped and Internet connections go
dead. Many people attend teleconferences while driving, talking on cell phones that can create static or other
noise as the user moves in and out of dead zones. Some people take advantage of teleconferences to stay at
home that day, leading to crying babies, barking dogs or people at the door disrupting your call.

ÿ No Visual Presentation

The ability to share graphs, charts, photos, reports, drawings, videos, product samples and other visual
messages is important to make a sale, whether you’re trying to get a customer to buy, co-workers to
understand a new procedure or your boss to agree with a pitch you’re making. When organizing or attending
a teleconference that would benefit from visuals, upload documents or videos to a company or personal
website or email information to attendees before the meeting starts.

DISADVANTAGES OF TELECONFERENCING
• staffing necessary
• learning time to adapt to technology
• technology may be expensive
• diminishes personal touch
• hearing issues
• No Visual Presentation
• Interruptions
• Lack of Eye contact
• Lack of body Language

IT system behind teleconferencing

• personal computer
• telephone lines or satellite hook-up
• monitor
• microphone
• webcam
• speakers

Effect of Teleconferencing on Business

• let all branches know what is going on

• easy communication over long distance
• saves time, money, and energy
• reduces face to face
 PRESS CONFERENCE

What is press conferences?

Press conferences are occasions when someone with something to say which they believe is newsworthy
calls reporters together so that they can tell them all at once. The person calling the press conference usually
makes an announcement or statement first then allows reporters to ask questions.
The terms, media conferences or media calls, are also used, though usually about an event to which a
company invites the media in order to promote a product, performance or a celebrity.
All sorts of people organise press conferences for all sorts of reasons.

Examples:
ÿ A politician may call one to announce a new policy or to deny an allegation.

ÿ A scientist may call one to reveal a discovery.

ÿ A police chief may call reporters together to give details of a crime or to ask for public help in
solving a case.

Advantages of press conference

The main advantage of a press conference to the person calling it is that they do not have to repeat
themselves to several different reporters at separate interviews. It also means that their announcement will
have maximum impact by being in all the media at the same time (assuming that all the reporters think it is
newsworthy).
The main advantage to the journalist is that it reduces the chance of individual newspapers or broadcast
stations missing the story. It also allows them to share the workload of questioning the interviewee. If one
reporter forgets or overlooks something, another reporter will probably think of it.

Disadvantages of press conference

There are disadvantages to the media in press conference, the major of which is that it is more difficult to get
an exclusive story from press conferences. When every reporter hears the same words from the interviewee,
they cannot keep secrets from each other.
There are ways of getting round this problem which we will discuss later.
Press conferences can also give false importance to the topic being promoted. Promoters try to convince
journalists that by getting them all in the same place at the same time the topic is of great importance, when
often it is nothing more than free publicity or advertising.

It is usual for the person who called the press conference to say what they want first then allow the
journalists to ask questions. The speaker controls the situation from the start. They even control where and
when the press conference takes place, although if journalists do not like the place or the time of the press
conference they should let the organiser know.
Many journalists regard press conferences as gifts from the organiser, not to be questioned. Remember, if
someone calls a press conference it is usually because they need the publicity you can give them. That gives
you some control over the situation.

Preparation to press conference

q never go out to cover any story without knowing roughly what to expect
q do some research, it is vital. This can range from asking your editor or chief of staff what the press
conference is about to a full-scale search through your local reference library for background
material.
 q ask other people in the newsroom. If a politician calls a press conference and politics is not your
round, go to the political correspondent for advice.
q use your contacts outside the newsroom for background information.
q prepare some questions in advance. These should be good enough to provide you with a story if the
announcement itself is not very newsworthy. Remember, people who call press
conferences will not always have your skill in recognising a news angle.
Your questions do not have to be on the topic the organiser of the press conference wishes to talk about.

For example, if a public figure has been accused of corruption then calls a press conference to
announce a new move in foreign policy, it is quite fair to ask them questions about the corruption
allegations. They may not wish to answer them, but that should never stop a good journalist from
asking questions.

Many people are suspicious of reporters' questions, and may ask you to provide written questions in
advance. This is acceptable if their sole purpose is to give you more accurate answers. It may, however, be
an attempt to stop unpleasant questions. If you suspect that this is the case, you should try to get a promise
that you will be allowed to ask other questions at the press conference itself. These are called supplementary
questions. If they will not agree, you must ask yourself (and your editor) whether the press conference is
worth attending.

ON ARRIVAL
q arrive in good time.
q positioning is quite important, especially at large press conferences. You should always sit near to
the speaker, so that you do not miss anything said. If there are many journalists present, sitting in the
centre of the front row will ensure that you are not overlooked at question time. It is important that
you hear questions from other reporters. If you are seated at the front and you cannot hear the
question, you can be sure that the interviewee will not hear it either, so it will have to be repeated
anyway.
q if you work for radio or television, or wish to record the press conference to support your notes,
arrive with enough time to set up your microphone in front of the interviewee. For recording
question time, you should either sit beside the interviewee holding the microphone so that you can
point it towards questioners at the right moment, or use a tape recorder which has two microphones,
one positioned in front of the interviewee, the other pointed towards the questioners.

WHEN THE CONFERENCE STARTS

Establish straight away whether what is being said is "on the record" (in which case everything can be
quoted); "background" (in which the information can be quoted but not the name of the informant); or "off
the record" (in which neither the information nor the informant can be quoted). "Off the record" information
is for the reporter's personal information.
Too much "off the record" information will undermine the credibility of your story, so try to get the
interviewee to make statements "on the record" whenever possible. You should also establish at the start
who the speaker represents on this occasion, if it has not already been made clear.
A statement may not be clear or may raise an interesting question. Make a quick note of anything you will
want to ask at question time.

QUESTION TIME
Always try to ask at least one question, if only to show your presence.
Phrase all your questions either (a) to clarify statements you did not understand or (b) to get new
information. Avoid asking friendly questions simply to cover up an silence.
It is difficult to get an exclusive story from a press conference, because every reporter hears all the questions
and answers. If you have gone to the press conference with some information which you think will give you
an exclusive story, do not mention it during question time. Wait until the other reporters have left then ask
your questions. If speakers are unwilling to give a private interview, tempt them with a statement like:
"There is something important I want to ask you that I don't want anyone else to hear.“
said. If you go there expecting a certain announcement and it is not made, don't shrug your shoulders and
leave. Ask about the topic. They may have something to hide.

AT THE END

q Do not be in a hurry to get away, unless you are facing a tight deadline. Hang around on the chance
of getting background information, picking up a bit of gossip or simply developing contacts.
q If you have arranged a face-to-face interview, remind your interviewee and take them somewhere
quiet to conduct it.
q If you work for a newspaper or television, you should ask for any pictures you think you might need.
For example, if a police chief says they are hunting an escaped criminal you should automatically
ask if they have a picture of the man for publication. Also, if you want to illustrate your story with a
picture of the speaker, think how you can get a better picture than simply a shot of him at the press
conference.

For example, if the Health Minister is launching a campaign to test people for chest cancer, will he
pose for pictures with an X-ray machine - preferably being x-rayed himself?

WRITE THE STORY

There are several things which you must include in your story. These are:
- The names and identities of speakers
- The key points of any announcements, denials or questions, necessary background details
- Plenty of strong quotes.
- Do not include details such as the time and place of the press conference.
- Do not mention the fact that the news came from a press conference at all unless that is of
significance to the story as a whole.
Don’t include the fact that it was a press conference in the intro, unless that is significant. Such a case would
be if a minister was expected to announce a major policy change and then cancelled the scheduled press
conference at the last minute.

RIGHT:
The Foreign Minister today cancelled a Press conference at which he was expected to announce new
sanctions against South Africa. It is understood that the last-minute cancellation was due to a disagreement
in Cabinet over the sanctions.

WRONG:
A police chief today told a Press conference about the theft of a light aircraft from Jacksons Airport
Let’s summarise

q Press conferences are a useful way of getting information if you use them to your advantage.
q Always prepare yourself before attending a press conference. Find out something about the
possible topics and the people holding the press conference.
q Arrive with enough time to settle in before the conference starts.
q Always ask at least one question.
q If you think you have an exclusive story, do not reveal it to other journalists at the conference.
q Radio and television journalists should try to record an individual interview after the
conference.
q In newspapers, do not include your questions in the story - only the newsworthy answers.

DICTAPHONE

If businesses relies on culling information from audio interviews and recorded statements, knowing how to
transcribe from a dictaphone is an invaluable skill. Producing accurate transcriptions is far more challenging
than it seems, but keeping in mind a few simple tips can reduce mistakes, eliminate frustration and make
your business more profitable.

Audio

A good dictaphone transcription starts with a quality audio recording. Always use the best equipment
possible and turn off any voice-activated features, as they have a tendency to clip words. If you have the
chance to influence the recording process, make certain the speaker provides the dictation in a quiet
environment free of background noise. Encourage the speaker to speak slowly and clearly with a consistent
volume, and remind him that the audio will be transcribed. Also, instruct the speaker to spell out any
difficult names or unusual terminology. If more than one person is involved in the recording, remind them to
take turns speaking so their voices don't overlap.

Equipment

Never rush into a transcription. Always take the time to familiarize yourself with the dictaphone equipment.
Make certain the machine has a working pedal adapter to start and stop the recording. A headphone jack and
headset can help avoid distractions when listening to the playback. If using a digital audio recorder, choose a
sound format free of unnecessary compression to enhance audio quality. Recording in mono as opposed to
stereo can limit file size, alleviating the need for file compression.

Pacing

Accuracy is the most important factor in dictaphone transcription. Better to be slow and steady to avoid
mistakes than go too fast and produce an error-ridden transcript. Try to find a comfortable, consistent
rhythm in your typing. Use the pedal to stop playback at regular intervals to prevent falling behind the
recording. If you ever miss a word or struggle understanding the speaker, stop, rewind and play the sequence
again. Mark any uncertain areas with "inaudible" if you can't hear due to background noise, or
"indiscernible" if the speaker mumbles or doesn't speak clearly enough to understand.
Proofreading

Always proofread the final transcription. Check for obvious typos, misspellings and punctuation errors.
During the review process, reexamine any "inaudible" or "indiscernible" sequences to see if you may be able
to make out their meaning. Running the digital file through audio-editing software may help eliminate
background noise and place greater emphasis on the speaker's voice, making it easier to hear the true
meaning.

DEMONSTRATION

Demonstration involves showing by reason or proof, explaining or making clear by use of examples or
experiments. Put more simply, demonstration means 'to clearly show'. In teaching through demonstration,
students are set up to potentially conceptualize class material more effectively as shown in a study which
specifically focuses on chemistry demonstrations presented by teachers. Demonstrations often occur when
students have a hard time connecting theories to actual practice or when students are unable to understand
application of theories.

Teachers not only demonstrate specific learning concepts within the classroom, they can also participate in
demonstration classrooms to help improve their own teaching strategies, which may or may not be
demonstrative in nature. Although the literature is limited, studies show that the effects of demonstration
classroom teachers includes a change of perspective in relating to students, more reflection in the teachers’
own classroom strategies, and more personal responsibility for student learning.

Demonstration, or clearly showing (a gamut that ranges from mere pointing to more sophisticated strategies
such as chemical reactions), can possibly be used in portraying ideas such as defining words. At first, simple
observation and communication through pointing to an object, area, or place, like the sun, moon, or a large
mountain top, occurs. Then basic definitions of words emerge. These definitions allow humans to
communicate, interact, plan, and co-ordinate in ways that help us to build cities, large buildings, technology,
gain knowledge and to successfully communicate with computers. Further, basic concepts centered on time,
space, and mathematics are first required to demonstrate and teach probable theories that accurately describe
universal phenomenon such as nature, planets, species, and the world around us.

The history of phenomenon demonstrating concepts, which lead to specific definitions, goes back to the
careful observations of ancient Greek philosophers and natural philosophy. Socrates, Plato, and Aristotle
attempted to carefully define words that included natural phenomena and objects. The modern scientific
method often uses demonstrations that carefully describe certain processes and parts of nature in great detail.
In science, often one demonstrates how an experiment is done and shows this to others.

People can also communicate values and ideas through demonstrations. This is often done in plays, movies,
and film. Pictures without words can show or demonstrate various types of actions and consequences.

When using demonstration, there is a four-step process that will allow the students to have a clear
understanding of the topic at hand.
 DRAMATISATION

Drama can foster language skills such as reading, writing, speaking and listening by creating a suitable
context. Drama is a powerful language teaching tool.

DRAMA IN THE COMMUNITY

Bringing Drama and theatre to the community is beneficial in many ways, not just for an audience that
would not normally have access to the theatre for instance, but also for the performers themselves who gain
from both the experience of performing (that is: higher levels of confidence and self-esteem; greater
communication skills; team working, and the enjoyment of performing), as well as learning more about
themselves (including: how they see themselves, how they see society, and how society sees them). By
exploring issues with psycho- and socio-drama (using exercises such as improvisation and role-play),
thought processes, prejudices, and the behaviours of groups and individuals can be challenged. These issues
and their effects can be presented to an audience by creating a piece of theatre. Issues can also be explored
within an already written theatrical text, thereby giving the audience a greater understanding of the play and
any messages within the play, by using drama exercises in focus groups.

DRAMA AS A POWERFUL FORCE IN THE DEVELOPMENT OF LITERACY

Drama is an activity which enables children and young people to develop their communication skills
through a range of different learning styles. The process has been shown to have a direct impact on
participants’ language and literacy. By using professional actors to read carefully selected extracts from
plays, novels and short stories, we demonstrate the powerful way in which language engages the
imagination when expressed in a physical and visual context. The workshops aim to motivate students of all
abilities by increasing their awareness and command of the written and spoken word. As well as dramatised
readings we use drama-based techniques to develop self-expression, including working in role, story-telling
and group interaction.

DRAMA IN BUSINESS

Drama can play an important part in business, not only in the form of training (using role-plays for
example), but also as exercises for improving communication skills for those addressing large audiences, in
person, or to a video camera. We use our experience gained from acting and directing, for role-play/training
seminars as well as using drama exercises when directing and coaching for corporate events.
Points supporting the use of drama:

1-It integrates language skills in a natural way. Careful listening is a key feature. Spontaneous verbal
expression is integral to most of the activities; and many of them require reading and writing, both as part of
the input and the output.

2-It integrates verbal and non verbal aspects of communication, thus bringing together both mind and body,
and restoring the balance between physical and intellectual aspects of learning.

3-It draws upon both cognitive and affective domains, thus restoring the
importance of feeling as well as thinking.
4-By fully contextualizing the language, it brings the classroom interaction
to life through an intensive focus on meaning.

5-The emphasis on whole-person learning and multi-sensory inputs helps

learners to capitalize on their strength and to extend their range. In doing so, it offers unequalled
opportunities for catering to learner differences.

6-It fosters self-awareness (and awareness of others), self-esteem and confidence; and through this,
motivation is developed.

7-Motivation is likewise fostered and sustained through the variety and sense of expectancy generated by the
activities.

8-There is a transfer of responsibility for learning from teacher to learners which is where it belongs.

9-It encourages an open, exploratory style of learning where creativity and the imagination are given scope
to develop. This, in turn, promotes risk-taking, which is an essential elements in effective language learning.

10-It has a positive effect on classroom dynamics and atmosphere, thus facilitating the formation of a
bonded group, which learns together.

11-It is an enjoyable experience.

PUBLIC ADDRESS SYSTEM (PA SYSTEM)

Public Address System ( PA system) is an electronic sound amplification and distribution system with a
microphone,amplifier and loudspeakers, used to allow a person to address a large public,

for example for announcements of movements at large and noisy air and rail terminals. The simplest PA
system consist of a microphone, an amplifier, and one or more loudspeakers .

A sound source such as compact disc player or radio may be connected to a PA System so that music can be
played through the system.

The process begins with a sound source (such as a human voice), which creates waves of
sound (acoustical energy). These waves are detected by a microphone, which converts them to electrical
energy. This signal is amplified in an amplifier up to a required level. The loudspeaker converts the
electrical signal back in to sound waves, which are heard by human ears. A PA system also contains
microphone, mixer, limiter, equalizer, amplifier and speaker.

Example:

APPLICATION OF PA SYSTEM IN RAILWAYS:

Passenger Amenity:

For giving the detailed information about the train arrivals, departures, late running if any, and location of
trains and any other important information related to Railway users.
Marshalling Yards :

For communication between Yard Master and Shunting men through paging and talk ‐ back
system regarding formation and reception or dispatch of trains.

Breakdown train Emergency Equipment :

The P.A. System in Accident Relief Train must be kept in working condition for guide
the passengers and staff in rescue operations at the site of accident.

Special functions :

Local Minister, G.M., etc., officials and VIPs ma y address some important functions such
as Railway Week, felicitations, Scouts and Guides rally, some social work meetings, cultural
programmes etc. a quality P.A. System needs to be installed.

Railway Workshops :

Providing announcements to workshops staff when required and also for entertainment music
during lunch hours.

Conferences :

Fo r conducting seminars, special lectures, administrative meetings for a limited group of

officials in conference halls. In every zone, a G.M. Conference hall is available. In these
suitable conference systems were permanently installed.

CORPORATE MEETING

Corporate Meetings are very crucial part of business activities. They are a significant means of formal
communication. Meetings are a venue for generation of new and innovative ideas. These meetings are
multipurpose in nature actually. They aim at discussing feedback and receiving feedback on the spot. The
information of prior importance is given during meetings. They are a true means of conveying feelings and
expressions. Meetings involve people of the company. Meetings, thus, encourage participation and motivate
them. Participants in a meeting, if given responsibility, turn out to be more productive and contribute to
organizational success.

Corporate Meetings thus turn out to be a place where various aspects of business management are discussed-
the performance of the company, the mission and vision of company, the weaknesses of company, the
obstacles faced and how to overcome them. Effective meetings involve presentations and lead to personality
development. Efficient meetings save time, money and resources of the company.

While conducting business meetings, certain things have to be taken care of. Decisions should be based on
facts and based on circumstances, they shouldn’t be based on presumptions. The participants should be
optimum in number, not too much. Don’t go off track or don’t forget the agenda of the meeting. Avoid
distractions during meetings, such as- looking here and there, talking on phone, fiddling, etc. Decision-
making should be unambiguous. Don’t waste time waiting for latecomers. Start discussion on time.
A successful and effective business meeting is one which is well planned. It should be planned well in
advance that who all would be the participants in meeting, the time, venue, and agenda of meeting. The
agenda of the meeting should be clear to all. Do not try to make a fish market in meeting. Respect
everyone’s views. Respect the leader. Try and co-operate. It has to be ensured that the decisions that are
reached through a meeting should be implemented. Also, all participants must get minutes at the end of
meeting.
Corporate Meetings tell where the company is and where is it heading. They are communication drivers
behind organization’s success. Successful Corporate Meetings are productive, creative, well- focused, timely
and well-led.
Communicating in a meeting is an essential part of effective communication. Some meetings are not
conducted in an efficient manner due to which they fail in accomplishing the sole objective of the meeting.
It may be because:
∑ They do not involve participation of all, or
∑ They may be too long, or
∑ They may be unsystematic, or
∑ They may lack a clear agenda, or
∑ They may not begin on the planned time, or
∑ They may end without any conclusion.
As a result, such meetings lead to agitation and sheer wastage of time. In order to ensure effectiveness of a
meeting, it must be planned, systematic and rational.
The process of running an effective meeting includes the following steps:
Plan the meeting: Plan the meeting in advance. With the plan clear in mind, the objective of the meeting
can be well accomplished. Planning includes-
∑ Outline the objective of the meeting.
∑ Decide the attendees/participants of the meeting.
∑ Plan an agenda for the meeting, i.e., the topics to be discussed, the sequence in which they will
be discussed, in how much detail they will be discussed, the time given to each agenda topic,
etc.
∑ Plan the starting time of the meeting, plan for the breaks, and also plan the approximate time by
which the meeting should end.
Announce/declare the meeting: After planning the meeting and before actually beginning the meeting,
the participants should be delivered a message/memorandum to make them aware and ready for the
topics to be discussed in the meeting. Give each participant responsibility for the agenda item. Issue the
agenda.
Conduct the meeting: Be punctual. Try and arrive before time for the meeting. The meeting should
begin on time. State the objective of the meeting in the very beginning so that all are clear with the
purpose of the meeting. Give a brief introduction of the members/participants so that all are familiar.
Circulate notes and handouts. Involve all attendees during the discussion. Encourage new ideas from the
participants. Respect their ideas. Ask for a feedback. Make sure that there are no distractions during the
meeting (such as ringing cell phones, or participants fiddling with pen, or gossiping, etc.). Give a quick
review of the issues discussed in the meeting. Make sure that all the issues are discussed within the time
frame. If time does not permit discussion of all issues, ask the participants if they are comfortable in
discussing those issues in next meeting. Fix and decide upon the time for the next meeting.
Evaluate the meeting: Assess the meeting after it is conducted. Distribute an evaluation form to all
participants which provides you a feedback on the effectiveness of the meeting. To get credible and
honest feedback, do not give a space for name of the attendee on the form. Ask questions such as
whether the objectives of the meetings were well met, did it involve participation of all, which part of
the meeting did the attendee found most constructive and which part of meeting was not significant.
 RUMORS

Rumors in the Workplace, Managing and Preventing Them:

Rumors.

If you haven't been a victim of one, you may have participated in one.

The whispers when a colleague is fired. The looks of understanding when two co-workers routinely "stay
late to catch up on paperwork" on the same evening. The emails back and forth guessing at which
department will suffer the largest budget cuts.

It's difficult not to become involved in gossip at work. After all, people like gossip and interesting bits of
information: you only have to look at the number of celebrity-focused publications to realize that we have a
huge appetite for discussing other people's lives. At work, however, this type of interaction is harmful and
costly. It wastes time, damages reputations, promotes divisiveness, creates anxiety, and destroys morale.
So why do people start and spread rumors? Much of it has to do with our need to make sense of what's
happening around us. To understand what's going on, people talk to one-another. And, together, they fill in
the holes in the story with a little bit of fact – and a lot of guesswork. This new story spreads, with bits and
pieces added along the way, until you have an out-of-control rumor spreading throughout your company.
Why Rumors Start
Rumors often grow because people like to be "in the know." Knowledge is power, and that's why the people
with the least amount of power in an organization can often be the ones to start and spread rumors. It can
make them feel important if they're seen to know things that others don't.
This knowledge is at the center of why and how rumors start and spread. Insufficient knowledge or
incomplete information are often to blame. Consider these examples:
∑ People don't know why a colleague was fired, so they make up a reason based on some limited
knowledge or insignificant fact. "I saw John override the cash register the other day without a
supervisor present. Maybe he stole some money and that's why he went."
∑ People see a pattern of behavior between two individuals and they add their own explanation.
"Joseph and Samantha spend a lot of time together after hours ‘catching up on paperwork.' And just
yesterday, they were sitting awfully close to each other in the meeting. I bet paperwork isn't all that's
getting done after quitting time!"
∑ People know that budget meetings are being held, and they're all behind closed doors and kept very
quiet. To help these people deal with the stress, they try to gain some control and predict the
outcome. "When Steve came out of the budget meeting today, he looked really angry. The other day,
he said how nervous he was about his presentation to the board. I bet he made mistakes and had his
budget cut."
Note:
Some rumors, like the one in the second example, take on a more personal tone. These are generally what
we think of as gossip. Gossip tends to be related to interpersonal relationships, and is often malicious in
nature. It can get out of control quickly, and should be addressed promptly – before it leads to harassment or
bullying

These rumors are typical of the things you'll face at work, and they spread because of a lack of accurate
information. So, the best way to fight rumors is with good communication. When you communicate well,
your team knows what's happening, and they trust that you'll keep them informed. Good communication
within your team also means that you will become aware of any rumors that are starting, and you'll be able
to address them quickly and effectively.
Dealing with rumors requires a two-pronged attack. Firstly, you need to set up an environment where
rumors are not as likely to start. And secondly, you need to establish a pattern of open communication that
allows you to remain aware of what's being said.
Preventing Rumors
∑ Keep workers informed – When workers know what's going on within an organization, they don't
need to guess as much. Use newsletters, weekly meetings, or regular updates via the intranet to let
people know what's happening.
∑ Communicate – When you face adversity in your business, keep the lines of communication open.
This is when distrust and stress are likely to be highest. Whether it's communicating during a crisis ,
dealing with a shrinking team , or managing during a downturn , it's fundamentally important to
communicate clearly.
∑ Be open and honest – When you can't reveal all of the information about a certain situation or event,
be up front about it. People know when they aren't being told the whole story. Cut off the rumors
from the start by explaining that you'll provide more information after you have all the details.
∑ Establish transparency within your systems – Develop a promotion process that's clear and fair. Hold
meetings behind closed doors only when absolutely necessary. Share industry reports and company
performance data. The more people understand, the more they trust.
∑ Practice Management By Wandering Around – The closer you are to your team and to other workers,
the easier it is to communicate information and the greater the sense of trust. This also gives you an
opportunity to hear rumors when they start, instead of only after they're out of control.
∑ Let people know that rumors are unacceptable – Establish a policy for dealing with rumors and
gossip. Outline what you'll do to prevent rumors from starting, and address how you'll deal with the
people who engage in this behavior. Talk about the effects of rumors in the workplace. The more that
people understand why the behavior is damaging, the more likely they'll be to monitor their own
participation.
∑ Build a culture that promotes cooperation rather than competition – Putting people in direct
competition with one another for reward and recognition creates an opportunity for conflict and
resentment. This lays a foundation of distrust between people and departments, and it allows rumors
to start and grow. It's a good idea to monitor the level of competitiveness within your organization on
a regular basis, and then make adjustments as necessary.

Managing Rumors

∑ Deal with rumors immediately – Rumors can spread quickly, and they can often change and grow far
beyond the small bit of truth that caused them to start. When you hear of a rumor, talk to the people
involved. Where appropriate, hold a meeting to address the rumor, and then communicate the truth.
Again, if you can't provide all of the details, be honest – and restate your policy about rumor and
gossip in the workplace.
∑ Set a good example – When someone comes to you with an "interesting" or entertaining story, refuse
to get involved. When you hear a story from someone other than a direct source, ask questions. Do
what you can to find out the truth. Talk to your boss about what you heard. Again, this keeps the
lines of communication open between different channels, and it helps stop rumors.
∑ Watch for patterns with rumors – If a certain type of rumor continues to spread, this may mean that
you need to provide more information or more regular updates. If a particular person seems to start
or spread rumors often, address the situation directly. Rumors affect productivity, so you must deal
with them directly as a performance issue.
∑ Regularly audit your rumor behavior – Also, encourage your team to do the same. Think about what
you might have done over the past month or two to spread rumors. Ask yourself why you
participated. Prepare a plan of action so that you'll be less tempted to get involved in the future. If
everyone holds themselves a bit more accountable for rumors in the workplace, their frequency – and
their negative consequences – will drop.
Key Points

Rumors at work aren't likely to disappear. It's human nature to want to know what's happening around us,
and when people don't have complete information, they may fill in the gaps with suppositions that may not
be accurate. Fortunately, a little bit of accurate information goes a long way to stop the need to spread
rumors.
Focus on open, honest, and regular communication. It's also important to build a culture of mutual respect
and integrity. Rumors are spread by people, so you can stop rumors at the source by talking about the
negative effects of rumors and gossip, and by outlining your expectations. You probably won't ever stop
rumors completely, however, you can use these strategies to create more harmony and trust within your
work team.

GRAPEWINE COMMUNICATION

Grapevine is an informal channel of business communication. It is called so because it stretches throughout

the organization in all directions irrespective of the authority levels. Man as we know is a social animal.
Despite existence of formal channels in an organization, the informal channels tend to develop when he
interacts with other people in organization. It exists more at lower levels of organization.

Grapevine generally develops due to various reasons. One of them is that when an organization is facing
recession, the employees sense uncertainty. Also, at times employees do not have self-confidence due to
which they form unions. Sometimes the managers show preferential treatment and favour some employees
giving a segregated feeling to other employees. Thus, when employees sense a need to exchange their views,
they go for grapevine network as they cannot use the formal channel of communication in that case.
Generally during breaks in cafeteria,the subordinates talk about their superior’s attitude and behaviour and
exchange views with their peers. They discuss rumours about promotion and transfer of other employees.
Thus, grapevine spreads like fire and it is not easy to trace the cause of such communication at times.

Examples of Grapevine Network of Communication

1. Suppose the profit amount of a company is known. Rumour is spread that this much profit is there
and on that basis bonus is declared.
2. CEO may be in relation to the Production Manager. They may have friendly relations with each
other.

Pros and Cons of Grapevine Communication

Advantages of Grapevine Communication

1. Grapevine channels carry information rapidly. As soon as an employee gets to know some
confidential information, he becomes inquisitive and passes the details then to his closest friend who
in turn passes it to other. Thus, it spreads hastily.
2. The managers get to know the reactions of their subordinates on their policies. Thus, the feedback
obtained is quick compared to formal channel of communication.
3. The grapevine creates a sense of unity among the employees who share and discuss their views with
each other. Thus, grapevine helps in developing group cohesiveness.
4. The grapevine serves as an emotional supportive value.
5. The grapevine is a supplement in those cases where formal communication does not work.
Disadvantages of Grapevine Communication

1. The grapevine carries partial information at times as it is more based on rumours. Thus, it does not
clearly depicts the complete state of affairs.
2. The grapevine is not trustworthy always as it does not follows official path of communication and is
spread more by gossips and unconfirmed report.
3. The productivity of employees may be hampered as they spend more time talking rather than
working.
4. The grapevine leads to making hostility against the executives.
5. The grapevine may hamper the goodwill of the organization as it may carry false negative
information about the high level people of the organization.

A smart manager should take care of all the disadvantages of the grapevine and try to minimize them. At the
same time, he should make best possible use of advantages of grapevine.

GROUP DISCUSSION

A discussion group is a group of individuals with similar interest who gather either formally or informally to
bring up ideas, solve problems or give comments. The major approaches are in person, via conference call
or website. People respond comments and post forum in established mailing list, news group or,oSther group
members could choose to respond by posting text or image.

Group discussion is primarily used to know social framework, personality, behaviour, interests, and
leadership qualities of number of candidates simultaneously.

The interaction in a group occurs in two ways:

ÿ Interaction occurring due to objective relationship
ÿ Interaction occurring due to personal relationship

Guidelines for effective GDs

ó Develop and sharpen speaking and interpersonal skills.

ó Prepare thoroughly on current affairs/topics.
ó Learn to analyze the subject and argue while adhering to the time limit.
ó Allow someone else to start the topic unless you are fully prepared.
ó Listen carefully to others. You may quote other while supporting your argument.
ó Maintain cool while speaking.
ó Subordinate your ego to the larger objective of working together and complete the topic within given
time framework.
ó Summarize your discussion. Do not force consensus.
TIPS ON GROUP DISCUSSION

Let’s read about the points that you should keep in mind:

1)Adequate matter/ Subject matter is essential : You should have subject knowledge and be well aware
of the latest happenings around you, not just in India but around the world as well. To be in a better position,
make sure that you have in-depth knowledge on the subject. Subject knowledge is a pre-requisite while you
are preparing for a group discussion because you will then have the power to steer the conversation to
whichever direction you want to. If you can memorize some relevant data, it will be an added advantage.

2) Make Sure you Read Widely: Being an avid reader will help you in group discussions. Last minute
preparations you are strictly a no no, while you are preparing for group discussions. You should read over a
period of time. Reading not only adds to your knowledge database, but enhances your vocabulary skills as
well. Plus reading over a period of time, helps in your understanding of a particular subject/ topic better.

3) Choose Magazines that are Rich in Content: Always opt for magazines that are content rich and not
just full of advertisements. Often magazines have columns which are promoting a particular institute etc.
Avoid such magazines, do some research and buy the best that will be beneficial for you in the long run.

4) Work on your Communication Skills: You should be well versed in your communication skills. You
should have a good vocabulary and a decent command over English. Much before your actual group
discussion, rehearse well. You can sit with a group of friends and choose a topic and indulge in a friendly
banter. Not only will this increase your knowledge, you will be a better speaker by the time it is time for
your GD.

5) Listen to the Topic Given During GD Carefully: Listen to the topic carefully and understand it... Be
alert and vigilant. Sometimes, the topic may be really simple but the manner in which it is presented to you,
can be baffling. The first thing that you should do after hearing the topic is by structuring it on the sheet that
is given to you to make notes. Make a rough sketch of the points that you would like to speak aloud. You
will be at an advantage if you open the discussion, but then beware of what you speak. Deviating from the
main topic, or passing strong statements like ‘I agree/ or disagree …’ should be avoided. Your strategy
should be to test the waters and make a generic statement relevant to the topic. If you can, back it up by
relevant data.

6) Try and Maintain a Balance in your Tone: Besides what you are saying, remember that the panelists
are observing your body language as well. If you do not agree with the other student’s point of view, do not
raise your tone in objection. Listen to his point of view and instead of dismissing it upfront, try and draw a
common ground. .

7) Listening Skills are Essential: Carefully listen to what others have to say. Just speaking throughout the
discussion doesn’t make you smart, you should also give others a chance to speak. Try and listen to him/her,
respect their view point too. If the speaker is making an eye-contact with you remember to acknowledge him
by saying “yes, you agree” or just by nodding your head, so that the speaker is aware that his listeners are
listening to him and paying full attention. This will also show that you are vigilant and are an active
participant in the discussion.

8) Body Gestures are very Important: The panelists observe the way you sit and react in the course of the
discussion. . Body gestures are very important, because your body language says a lot about you.In a GD, sit
straight, avoid leaning back on to the chair or knocking the table with pen or your fingers. Also, do not get
distracted easily. For example, if the door in room you are sitting in opens, do not look back to see who it is ,
this will show how distracted you are.
9) Be the first and also the Last to Speak: As mentioned earlier, initiating a GD is an advantage. Closing it
too also adds brownie points. If you can grab the opportunity to close the discussion, then you should
summarize it. If the group has not reached a conclusion try concluding it .

DO’S

ó Listen, not only to the words but to the rational being offered.
ó Pursue your point and be persistent if you have good information.
ó Manage your time effectively.
ó Involve all team members to ensure use of their knowledge and experience.
ó Strive for the best answer.

DO NOT

ó Do not argue for the sake of winning your point. You may learn something by remaining open
minded.
ó Do not give up your conclusion simply to avoid conflict. Let objective reasons or sound information
prevail.
ó Do not allow the group to get hung-up on a specific item – move on and come back later.
ó Do not complete by assuming that someone must win and someone must lose.
ó Do not resort to voting. This tends to split the group into winner and losers.

Limitation of a GD

∑ Time for observation usually no longer than that available for the ordinary interview.

∑ GD involves interaction amongst the candidates and there is possibility of a situation pacing some
applicants in more commanding position than others.

ORAL REPORT

An oral report is a presentation, usually done for a student’s teacher and classmates, though it can also be
done for a larger segment of the school community, for parents, or for a more open group, depending on the
circumstances. For example, at a science fair, a student might present a report on his or her project
periodically for the class, for other visitors who pass by, and for judges.
A spoken report may have a variety of elements including an introduction, body, and conclusion. Audio-
visual aids — such as posters, slides, movies, models, or other demonstrations — may be allowed or
required. A question-and-answer session in which the student giving the presentation interacts with his or
her audience may also be part of the expected proceedings.
An oral report is an opportunity for students to practice their speaking skills, but other skills may come into
play as well. There are presentation skills, such as making eye contact with the audience, listening skills of a
question and answer session, and the skill of anticipating how to present something in a way that will be
understandable as well as appealing to the particular audience.
Although the report is oral, writing is often involved in its preparation — and sometimes the actual
performance — of the presentation. A student may begin by creating a rough draft of what he or she will say
and try reading it. The next step might be preparing either notes on a topic or an outline of points.
In many ways, planning an oral report is similar to planning a written report.
∑ Choose a subject that is interesting to you. What do you care about? What would you like to learn
more about? Follow your interests, and you'll find your topic.
∑ Be clear about your purpose. Do you want to persuade your audience? Inform them about a topic? Or
just tell an entertaining story?
An oral report also has the same three basic parts as a written report.
∑ The introduction should "hook" your audience. Catch their interest with a question, a dramatic tale
or a personal experience that relates to your topic.
∑ The body is the main part of your report, and will use most of your time. Make an outline of the
body so that you can share information in an organized way.
∑ The conclusion is the time to summarize and get across your most important point. What do you
want the audience to remember?
Research!
It's important to really know your subject and be well organized. If you know your material well, you will be
confident and able to answer questions. If your report is well organized, the audience will find it informative
and easy to follow.
Think about your audience. If you were listening to a report on your subject, what would you want to know?
Too much information can seem overwhelming, and too little can be confusing. Organize your outline
around your key points, and focus on getting them across.
Remember—enthusiasm is contagious! If you're interested in your subject, the audience will be interested,
too.
Rehearse!
Practicing your report is a key to success. At first, some people find it helpful to go through the report alone.
You might practice in front of a mirror or in front of your stuffed animals. Then, try out your report in front
of a practice audience-friends or family. Ask your practice audience:
∑ Could you follow my presentation?
∑ Did I seem knowledgeable about my subject?
∑ Was I speaking clearly? Could you hear me? Did I speak too fast or too slow?
If you are using visual aids, such as posters or overhead transparencies, practice using them while you
rehearse. Also, you might want to time yourself to see how long it actually takes. The time will probably go
by faster than you expect.
Report!
∑ Stand up straight. Hold your upper body straight, but not stiff, and keep your chin up. Try not to
distract your audience by shifting around or fidgeting.
∑ Make eye contact. You will seem more sure of yourself, and the audience will listen better, if you
make eye contact during your report.
∑ Use gestures. Your body language can help you make your points and keep the audience interested.
Lean forward at key moments, and use your hands and arms for emphasis.
∑ Use your voice effectively. Vary your tone and speak clearly. If you're nervous, you might speak too
fast. If you find yourself hurrying, take a breath and try to slow it down.
Nerves
Almost everyone is nervous when speaking before a group. Many people say public speaking is their
Number 1 fear. Being well prepared is the best way to prevent nerves from getting the better of you. Also,
try breathing deeply before you begin your report, and remember to breathe during the report. Being nervous
isn't all bad-it can help to keep you on your toes!
One last thing
Have you prepared and practiced your report? Then go get 'em! Remember: you know your stuff, and your
report is interesting and important.
Presentation of Oral Report
Organization and clarity are the key ingredients of a solid presentation, but good delivery can make
it outstanding.
questions,
suggestions, or comments from the audience. If a question is beyond the speaker's ability to answer
fully, the best answer possible should be given. There is nothing wrong in admitting the limits of
one's knowledge, saying, for example, "We have not yet considered that.." or "That's a good point,
we should go back and examine it in greater detail...". Criticism, when justified, should be accepted
gracefully and learned from. Incorrect criticism should be politely explained away by clearly stating
how the particular objection is inapplicable or can be remedied.
- especially if a central idea
pertinent to the current discussion was already shown several transparencies ago.
extual content of a transparency should not be read word for word by the speaker - the
audience should be allowed to read it for themselves. Instead, the speaker should describe the
content of the transparency in their own words so as to best enhance the effectiveness of the
presentation.

audience.

will stimulate thought and serve to better retain attention.

becomes more interesting than the presentation.

transparencies in conveying the subject matter.

 Closed-circuit television (CCTV) cameras

Closed-circuit television (CCTV) cameras can produce images or recordings for surveillancepurposes, and
can be either video cameras, or digital stills cameras.

Marie Van Brittan Brown was the inventor of the CCTV camera.

CCTV (closed-circuit television) is a TV system in which signals are not publicly distributed but are
monitored, primarily for surveillance and security purposes.

CCTV relies on strategic placement of cameras, and observation of the camera's input on monitors
somewhere. Because the cameras communicate with monitors and/or video recorders across private coaxial
cable runs or wireless communication links, they gain the designation "closed-circuit" to indicate that access
to their content is limited by design only to those able to see it.

Older CCTV systems used small, low-resolution black and white monitors with no interactive capabilities.
Modern CCTV displays can be color, high-resolution displays and can include the ability to zoom in on an
image or track something (or someone) among their features. Talk CCTV allows an overseer to speak to
people within range of the camera's associated speakers.

CCTV is commonly used for a variety of purposes, including:

∑ Maintaining perimeter security in medium- to high-secure areas and installations.

∑ Observing behavior of incarcerated inmates and potentially dangerous patients in medical facilities.
∑ Traffic monitoring.
∑ Overseeing locations that would be hazardous to a human, for example, highly radioactive or toxic
industrial environments.
∑ Building and grounds security.
∑ Obtaining a visual record of activities in situations where it is necessary to maintain proper security
or access controls (for example, in a diamond cutting or sorting operation; in banks, casinos, or
airports).

CCTV is finding increasing use in law-enforcement, for everything from traffic observation (and automated
ticketing) to observation of high-crime areas or neighborhoods. Such use of CCTV technology has fueled
privacy concerns in many parts of the world, particularly in those areas in the UK and Europe where it has
become a routine part of police procedure.
 LISTENING SKILLS

Effective listening is an important aspect for good communication. Listening is different from hearing. By
listening we mean all our senses especially your mind and body will be focused and concentrated. Listening
to others improve your personality.

The listening process starts from receiving the information or noise, and then your mind will interpret the
information by your mental filters and little information will be remembered in your brain storage by which
it is evaluated based on your judgment and finally the response will be delivered in the way of verbal voice
or loud applause.

“The most basic and powerful way to connect to another person is to listen. Just listen. Perhaps the most
important thing we ever give each other is our attention.”

Rachel Naomi Remen

Listening differs from hearing in sense that:

Hearing implies just perceiving the sounds while listening means listening with understanding
whatever you are listening. Both the body as well as mind is involved in listening process.
Listening is an active process while hearing is a passive activity.
Hearing is an effortless activity while listening is an act requiring conscious efforts, concentration
and interest. Listening involves both physical and psychological efforts.

Characteristics of Good and Effective Listener

Good and effective listener tries to give maximum amount of thought to the speaker’s ideas being
communicated, leaving a minimum amount of time for mental exercises to go off track. A good listener:

1. Is attentive- Good listener must pay attention to the key points. He should be alert. He should avoid
any kind of distraction.
2. Do not assume- Good listener does not ignore the information he considers is unnecessary. He
should always summarize the speaker’s ideas so that there is no misunderstanding of thoughts of
speakers. He avoids premature judgements about the speakers message.
3. Listen for feelings and facts- Good listener deliberately listens for the feelings of the speaker. He
concentrates totally on the facts. He evaluates the facts objectively. His listening is sympathetic,
active and alert. He keenly observes the gestures, facial expression and body language of the
speaker. In short, a good listener should be projective (i.e. one who tries to understand the views of
the speaker) and empathic (i.e. one who concentrates not only on the surface meaning of the message
but tries to probe the feelings and emotions of the speaker).
4. Concentrate on the other speakers kindly and generously- A good listener makes deliberate
efforts to give a chance to other speakers also to express their thoughts and views. He tries to learn
from every speaker. He evaluates the speaker’s ideas in spare time. He focuses on the content of the
speaker’s message and not on the speaker’s personality and looks.
5. Opportunizes- A good listener tries to take benefit from the opportunities arising. He asks “What’s
in it for me?”

Types of listening

1. Active Listening - Active listening is a way of listening that focuses entirely on what the other person is
saying and confirms understanding of both the content of the message and the emotions and feelings
underlying the message to ensure that understanding is accurate.
2. Pretending Listening – Is a way where listener is not concentrating and will not remember anything
because he is actually daydreaming or being distracted by something else even though he will occasionally
nod or agree using 'stock' safe replies.

3. Selective Listening – It means selecting the “desired” part & ignoring the “undesired” part of the
message.

4. Intuitive Listening – It means listening through intuitive mind by silencing the internal dialogues
going simultaneously.

5. Empathic Listening – It is listening intently & intensively to understand the person fully, deeply
both emotionally as well as intellectually.

Improving listening skills

1. Don’t judge the message by the speaker but by the argument.

2. Decrease your emotional impact.
3. Fight distraction by closed doors and turning off radio and television.
4. Don’t interrupt in the middle, please wait to hear the entire message fully.
5. Provide feedback and let the speaker know that you are paying attention.
6. Offer facial expression and provid
7. e your criticism in a positive tone.
8. Listen actively for key points, ideas and facts.
9. Distinguish between evidence and argument, idea and example.
10. Take brief notes so that key points can be discussed.
11. Reserve your judgment until the speaker has finished the topic.