RBSE Class 11 Business Studies Notes Chapter 8 Office Communication

Rajasthan Board RBSE Class 11 Business Studies Notes Chapter 4 Office Communication

→ Communication is a routine and continuous process.

→ It is a two-way process.

→ It is a human action. It involves exchange of ideas, feelings and mutual understanding between two or more people.

→ Messages can be exchanged in the communication process through oral, written, symbolic, audiovisual means.

→ It develops the mutual trust of the sender and the receiver and is based on good faith.

→ Communication is the basis of managerial work. This work basically involves communication in the office.
RBSE Class 11 Business Studies Notes Chapter 8 Office Communication 1

On the Basis of Relationship

Formal Communication

Flow of messages goes through a predetermined route.
Formal relations exist between the sender and the receiver.
The order and instructions are from above and further suggestions and complaints are from downward and upward.
The hierarchy system is kept in mind while communicating.
Formal relations between the sender and the conduit are formed by the organisational chart.
The details related to the source of information can be easily conveyed to the concerned person for the message.
This process is made expensive by having a written message.
It increases the workload of senior officials.
It is difficult to reach the correct conclusion of meaning of the message due to the interference between the sender and the conduits.

Informal Communication

This type of communication does not employ any predetermined way to exchange messages, and people execute the flow of information due to personal and social relations.
The organisational chart is of no importance in it and these are not subject to definite methods and rules.
It is also known as grapevine or public debate.
Information in the system spreads at a rapid speed as does the information about the reaction.
The information is exchanged during refreshment, luncli time and during first hours of the office.
There is no evidence because their nature is non-verbal
Notification is often not complete, which can lead to illusions. Hence, doubt is generated.

On the Basis of Scope

Internal Communication

It involves the exchange of information, feelings and facts between the individuals, groups, departments and branches of an organisation, and carried out through a system of internal communication.
It includes instructions, rules, work reports, organisation visits, objections and suggestions, etc.
In this, the superior official provides orders and instructions to his subordinates, and
the subordinates present their work reports, affidavits and suggestions to the higher officials.
The management imposes effective control through internal communication on the work and subordinate employees.

External Communication

This is the process of exchanging information between the institutions and the parties such as external parties, customers, shareholders, competitors, banker’s middlemen, government, local communities, banks, insurance, etc.
An effective communication between the organisation and the external parties is necessary for the progress and development of business venture.
It can be both, verbal and non-verbal.

On the basis of flow of messages

Downward Communication

The flow of messages is directed towards the subordinates from the top level management.
Only high level officials can give the instructions, while subordinates have to follow them.
It can be verbal, written or documentary.
These messages are transmitted through bulletin, memos, etc.
The ability to work and morale of employees suffers from adverse effects due to this.
It is also known as downstream communication.

Upward Communication

When the messege is sent by the subordinate staff to higher officials, it is called upward communication.
The flow of communication takes place from downward to upward.
The morale of the employees, their fraternity and their ability to work is enhanced.
Experimental environment can be created in the institution.
Due the motivation of employees, changes and new schemes can be easily availed.
The higher officials do not have the ability to identify and accept their adverse points. Therefore, communication cannot be successful in its mission.

Horizontal Communication

It is also known as flat communication or narrative communication.
This type of communication establishes appropriate coordination between various functions and departments of the organisation.
It can be both, formal and informal.
It makes it easier to coordinate between different departments and functions.
It is successful in reducing the conflicts among same—level officers and subordinate sections, quickly.
Disruption in communication due to unnecessary interference by high officials. Diagonal Communication
It is also called slant, or fleet Communication.
When information and orders are exchanged between different levels of working people and communication does not determine any order of flow, it is called diagonal communication.
There is a quick stream of messages in it, and this increases the morale of the employees.
The efficiency of the department increases.
This type of communication is also useful in complex organisations.

On the Basis of Methods

Verbal Communication
(a) Oral Communication

In oral communication, the message sender and the conduit are both face to face.
In this, words are exchanged as the words are pronounced.
In oral communication, interview, seminar, gathering, speech, collective exchange of ideas, discussion, radio, FM, telephone, conference and training, etc. are used.
It saves time, labour and money.
Any illusion as per the ambiguity can be resolved immediately.
Alteration can be made any time or as per need.
It is an effective and powerful tool of control.
Written evidence is not available for future reference due to the fact that it is not possible to keep records of all verbal communications.
It is difficult to understand various things and process them accordingly.

(b) Written Communication

The message is delivered in written communication.
Letters, magazines, reports, bulletin, action details, program form, suggestion books, pictures, diaries etc. are used for written communication.
It is always available as a proof.
It is appropriate for giving detailed and complex messages.
The presence of both the sides is not necessary.
It lacks privacy.
It consumes more time, labour and money.

Non-Verbal Communication

Textual language is not used to exchange messages in non-verbal communication.
This type of communication is also called addictive, silent, non-verbal communication, non-verbal language, language of the body.
It includes facial expressions, eye expressions, physical expressions, eye contact, shaking head, shrugging the shoulder, fluctuation in the tone, etc.

Elements of effective communication

The message should be precise and clear.
Message should not be long and unnecessary.
For effective communication, it is necessary to discuss the needful with the concerned parties.
The facts mentioned in the message should be accurate.
The language used in the message should be humble. Rude, impolite words must not be used.
It should be able to adjust according to the changed circumstances.
The number of intermediaries in the process should not be high.
Both the sender and the receiver should be good listeners for the success of good communication.
In order to transmit the message, even the carrier’s reactions on that message should be known.

Barriers of Communication

Due to ambiguity in the language of the message, it is difficult to understand the message in the right sense.
Noise is the main obstacle in communication. Due to noise, there is difficulty in obtaining the information.
Because of the noise, when the sender and the postman interpret the message wrongly and cannot understand it, this makes the message meaningless.
Around the world, various cultural heritage, traditions and lifestyles exist in traditional and ethnic people.
The more levels that the transmitters will pass through, the more obstacles will arise.
Due to Low memory, people cannot remember all the messages and they tend to forget them.
In the absence of pleasant human relations, conflict, differences and non-cooperation arise among people, due to which obstruction in communication path arises.
Weak leadership can also cause obstacles in the path of communication.

Suggestions for removing these barriers

The objectives should be clear.
Do not use technical, misleading and dual-meaning words.
Communication system should be planned.
Higher officials and their subordinates should have a feeling of mutual trust.
Selecting the medium by keeping in mind the suitability of opportunity is the best option.
The organisation levels should be minimized for effective communication.
All the policies and regulations made by the authorities should have a good effect on the subordinates.
If during transmission, the sender transmits directly to the receiver, then the obstacles can be overcome.
The organizer should give importance to both formal and informal communication.
Comunication should be done by creating a good environment without any prejudice. Communication will not be successful in achieving the objectives if any bias is obtained from communication.

Business Letters

The correspondence in letter form is done between the two parties in this.
Along with the development of business and in the case of dispute there are written proofs and records.
It works as a medium to make one businessman come in contact with another.
It is an integral part of the business.

Characteristics of an Effective Business Letter

Simple language and technique should be used in conjunction with words so that the meaning is understood quickly.
The language used in the letter should be precise and clear.
Elegant and polite language must be used.
All the facts and information mentioned in the letter should be true and reliable.
A good business letter should also have the quality of neatness.
Artificial words should not be used in the letter. Its theme should be fundamental.

Types of Business letters

Letter of Enquiry
Letter of Quotation
Letter of Reference
Letter of Compliant
Letter of Order
Letter of Goods Consignment
Letter of Credit
Letter regarding Bank
Letter of Insurance
Letter regarding Agency.

Format of Business Letter

Heading
Number
Date
Name and Address of the Addressee
Subject
Body of the letter
Formal close
Signature and Designation
Enclosures
Signature of clerk
Post Script
Other Directions

Important Definitions of Communication

→ Newman and Summer : Newman and Summer defined communication ‘as an exchange of acts, ideas, opinion or emotions by two or more persons.”

→ Loius A. Allen : “Communication involves all the things through which a person puts his point in the other person’s mind. This is a bridge of exchanging thoughts. It involves a systematic and continuous process of saying, listening and understanding.”

→ Keith Davis : “Communication is the process in which the message and understanding are transmitted from one person to another person.”

→ Leon Megginson : “Communication is the process of transmitting meaning from person to person in terms of ideas or information.”

Office Communication Class 11 RBSE Notes Important Terms

• Communication — Communication is a process in which mutual exchange of two or more pieces of information and their meaning is done.

• Sender— The one who sends the message or the one who enables to send message from one person to another.

• Message — It is a discrete unit of communication intended by the source for consumption. It can be delivered by means including courier, telegraphy, carrier pigeon and electronic bus.

• Encoding— translating information into a message in the form of symbols that represents an idea or concept.

• Receiver — Receiver is the person who receives the message. Without a receiver, a message is incomplete.

• Decoding — The concept of understanding the meaning of contained message is decoding.

• Formal Communication — Flow of messages in formal communication is done through a pre-determined route. Formal relationship exists between the sender and the receiver. Communication was single-way in a non-union organisation, in earlier days, but in present time, formal communication has taken the form of two-way communication.

• Informal Communication— Informal communication is also known as grapevine or public debate. It refers to communication that does not have any predetermined way to exchange messages, and people execute the flow of information due to personal and social relations.

• Downward Communication — Downward transmission (the flow of the message in the downward communication) is directed to the subordinates and the sequence of instructions is arranged on the basis of the order in which the communication of the messages is to be sent below. It is also called national or employee communication. Downward communications are often of formal nature in descending order of hierarchy in an undertaking.

• Upward Communciation— When the message is sent by the subordinate staff to the higher officials, it is called upward communication. The flow of communication takes place from downward to upward.

• Horizontal Communication— When information or messages are exchanged between employees, officers or the heads of various departments of the organisation, it is called horizontal communication. It is also known as flat communication.

• Diagonal Communication — Diagonal communication is also called slant, or fleet communication.

• Letters of Quotation — These type of letters are written to answer the letters of inquiry. On receipt of the letter, the merchant indicates his terms, expressions, type, value. The language of such a letter should be humble.

• Circular Letters — When the information is to be sent to many peoeple on the same topic, circular letters are written. The information it of the same type, but recipient persons are different.

• Letter of Reference – If goods are sold on credit, the letters to know about the financial status and credentials of the customer are called reference paper.

• Letter of Credit — The purpose of these letters is to give a certain person the right to receive money at different places as per the requirement.

• Post Script or PS — If, after the end of a letter, it seems that there is any important, point which has been left unmentioned, then in such a situation, after writing the letter, P.S. again, is written and that matter is included, the author can re-sign it after writing the additional matter.