Category: Business Communication

In this article, we’ll discuss about Components Of Communication Process, how they play a major role in making communication possible.

Components Of Communication Process

The main components of communication process are as follows:

1. Context – Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context.

2. Sender / Encoder – Sender / Encoder is a person who sends the message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. For instance – a training manager conducting training for new batch of employees. Sender may be an individual or a group or an organization.

The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. The verbal and non-verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender.

3. Message – Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clear.

4. Medium – Medium is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication.

For instance – Written medium is chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient as misunderstandings are cleared then and there.

5. Recipient / Decoder – Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder.

6. Feedback – Feedback is the main component of communication process as it permits the sender to analyse the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder.

There are two kinds of feedback:

1. Positive Feedback: Confirms the source that the intended effect of the message was achieved. Positive feedback tells the source that everything is going in the desired way.
2. Negative Feedback: informs the source that the intended effect of the message was not achieved.

Communication Noise

Communication channels are subject to noise. Noise can be identified as the loss of meaning during the transmission.

There are two major types of noise:

1. Channel Noise: This type of noise includes any disturbance, which interferes with the physical transmission of the message. In mass communication channel noise includes static on the radio, ink in the newspaper, a rolling screen in television, or type too small to read in a magazine. In interpersonal communication, someone speaking in a room over another conversation, a door shutting etc.

2. Semantic Noise: This type of noise results in the wrong interpretation of messages, even though the message is received exactly as it was sent such as words too difficult, subject too difficult for receiver to understand also differences of selected meaning of words between the message sender and a receiver, for example receiver thinking that the words prints to something different than that is intended by the sender.

In this article, you’ll learn about What is Rumors ? Definition, Prevention and Management of Rumors.

In our interconnected world, rumors have become an inevitable part of human communication. Defined as unverified information or stories that circulate widely, rumors can quickly spread and influence public opinion. They have the power to shape perceptions, create fear and uncertainty, and even impact individuals, organizations, and societies. In this article, we will explore the definition of rumors, discuss their potential consequences, and delve into effective strategies for their prevention and management.

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

Definition of Rumors

Rumors can be described as unofficial information or stories that are passed from person to person, often with no factual evidence or reliable sources to support their claims. They are typically spread through interpersonal communication, social media platforms, or other communication channels. Rumors can cover a wide range of topics, including gossip about individuals, sensational news, conspiracy theories, and false information about events or situations.

Consequences of Rumors

Rumors can have significant consequences at various levels, including personal, organizational, and societal. At a personal level, rumors can damage reputations, relationships, and emotional well-being. In organizations, rumors can disrupt productivity, erode trust among employees, and harm the overall work environment. On a larger scale, rumors can fuel panic, lead to social unrest, and even have political implications. It is crucial to address rumors proactively to mitigate their potential negative impact.

Prevention of Rumors

Preventing the spread of rumors requires a multi-faceted approach involving both individuals and organizations. Here are some strategies for rumor prevention:

1. Promote Open Communication: Foster an environment where open and transparent communication is encouraged. Establish channels for employees, community members, or stakeholders to express their concerns and seek accurate information.
2. Educate and Raise Awareness: Educate individuals about the consequences of rumors and the importance of verifying information before sharing it. Promote media literacy and critical thinking skills to help people evaluate the credibility of sources.
3. Swiftly Address Misinformation: Actively monitor and identify rumors as they emerge. Provide timely and accurate information to counter false narratives. Utilize official communication channels, such as press releases, social media announcements, or public statements, to address rumors promptly.
4. Engage with the Community: Establish a presence in the community and engage with key stakeholders. Build relationships based on trust and credibility, so that when rumors arise, there is an established foundation for effective communication.

Management of Rumors

When rumors do arise, it is essential to manage them effectively to minimize their impact. Here are some strategies for rumor management:

1. Listen and Understand: Pay attention to the concerns and fears expressed by individuals affected by the rumor. Actively listen to their perspectives and address their questions and doubts empathetically.
2. Verify and Provide Accurate Information: Conduct thorough investigations to verify the accuracy of the rumor. Once verified, provide clear and accurate information to dispel misinformation and present the facts. Communicate the information through various channels to reach a wide audience.
3. Engage with Influencers: Identify key influencers within the community or organization who can help spread accurate information and counteract rumors. Engage them in the communication process to amplify the message and promote trust.
4. Monitor and Respond: Continuously monitor the conversation surrounding the rumor. Address any new developments or emerging concerns promptly and transparently. Being proactive in communication can help regain control of the narrative.
5. Learn and Improve: After managing a rumor, reflect on the experience and identify areas for improvement in communication processes and crisis management strategies. Use the lessons learned to strengthen future prevention and management efforts.

Conclusion

In conclusion, rumors can have far-reaching consequences in our interconnected world. Understanding the definition of rumors, their potential impact, and implementing effective prevention and management strategies are crucial for individuals, organizations,

and societies. By actively promoting open communication, educating individuals about the consequences of rumors, swiftly addressing misinformation, and engaging with the community, we can prevent the spread of rumors. Additionally, when rumors do arise, effective management techniques such as listening, verifying information, engaging influencers, monitoring conversations, and continuous improvement can help mitigate their impact.

By taking proactive steps to address rumors, we can uphold truth, maintain trust, and minimize the potential harm caused by false information. In an era where information spreads rapidly, it is our collective responsibility to combat rumors and ensure accurate and reliable communication. Let us foster a culture of transparency, critical thinking, and open dialogue, so that rumors lose their power to distort reality and sow discord. Together, we can create a more informed and resilient society.

In this are you’ll learn about Functions of Communication. The functions of communication are to persuade, inform, and motivate, which help employees make better decisions and work more efficiently. Learn about the three functions of communication and explore examples of each function. 

What are communication functions?

Communication functions refer to how people use language for different purposes also refers to how language is affected by different time, place, and situation used to control the behavior of people used to regulate the nature and amount of activities people engage in.

1. Motivation

Managers use communication to motivate workers to achieve peak performance. By clarifying the expectations of employees and providing incentives for meeting or exceeding expectations, communication can help companies reach specific objectives. 

For example, by communicating to salespeople that they’ll receive a 10 percent bonus if they reach their annual sales goal, it helps the company reach its overall sales goals.

2. Control

A company uses communication as a way to maintain control over employees and their work environment. Written human resources policies and procedures dictate how employees are permitted to act in the workplace. Job descriptions outline the parameters of an employee’s job functions. Performance reviews control whether an employee receives a raise or attains a promotion.

3. Interaction

Communication allows employees to interact with customers and each other. A customer service department communicates with customers to help them resolve issues.

Example: A business letter can be used to introduce a company to a potential customer. Communication is essential for employees who work together on a project or during the training process.

Employees may interact socially both at work and outside the workplace.

4. Providing Information

Information is dispersed throughout an organization through written or verbal communication. A human resources representative or business owner may send out a memo explaining a change in the company’s health plan. A business meeting may be used as a way to communicate a new office procedure. 

Example:A webinar allows a company to conduct a meeting over the Internet with employees or customers who cannot attend in person.

5. Providing Feedback

Communication allows for employees, managers and business owners to give and receive feedback on changes that are being considered or have already been implemented. 

For example, if a small business owner is considering the purchase of a new computer system, he may first consult with his employees to determine what features the system should include and what help they may need in learning the system.

Communication is a process beginning with a sender who encodes the message and passes it through some channel to the receiver who decodes the message. Communication is fruitful if and only if the messages sent by the sender is interpreted with same meaning by the receiver.

If any kind of disturbance blocks any step of communication, the message will be destroyed. Due to such disturbances, managers in an organization face severe problems. Thus the managers must locate such barriers and take steps to get rid of them.

“Things that makes communication or good relationship between people difficult or impossible”

There are several barriers that affects the flow of communication in an organization. These barriers interrupt the flow of communication from the sender to the reciever, thus making communication ineffective. It is essential for managers to overcome these barriers. The main barriers of communication are summarized below.

Miscommunication or Barriers to communication

Problem which effect the transmission from the sender to the receiver in the communication  process.

How does miscommunication or barriers arise?

1. Problem in developing the message. 
2. Difficulty in expressing ideas. 
3. Problems in transmitting the message. 
4. Problems in receiving the message. 
5. Problems in interpreting the message 

1) Semantic Barriers 

If the receiver is not able to comprehend the massage that the sender intends to convey, it results into language barrier in the process of communication.

Distortion in communication comes from semantics- the use of words or expressions which have a different meaning for the sender or receiver.

Created when communicators use technical jargon- usage common to a particular field or specialization

There is always a possibility of misunderstanding the feelings of the sender of the message or getting a wrong meaning of it. The words, signs, and figures used in the communication are explained by the receiver in the light of his experience which creates doubtful situations. This happens because the information is not sent in simple language.

The chief language-related barriers are as under

1. Badly Expressed Message

Because of the obscurity of language there is always a possibility of wrong interpretation of the messages. This barrier is created because of the wrong choice of words, in civil words, the wrong sequence of sentences and frequent repetitions. This may be called linguistic chaos.

2. Symbols or Words with Different Meanings

A symbol or a word can have different meanings. If the receiver misunderstands the communication, it becomes meaningless. 

For example

The word ‘value’ can have different meanings in the following sentences:

• What is the value of computer education these days?
• What is the value of this mobile set?
• Value our friendship.

3. Faulty Translation

A manager receives much information from his superiors and subordinates and he translates it for all the employees according to their level of understanding. Hence, the information has to be moulded according to the understanding or environment of the receiver. If there is a little carelessness in this process, the faulty translation can be a barrier in the communication.

4. Unclarified Assumptions

It has been observed that sometimes a sender takes it for granted that the receiver knows some basic things and, therefore, it is enough to tell him about the major subject matter. This point of view of the sender is correct to some extent with reference to the daily communication, but it is absolutely wrong in case of some special message,

5. Technical Jargon

Generally, it has been seen that the people working in an enterprise are connected with some special technical group who have their separate technical language.

Their communication is not so simple as to be understood by everybody. Hence, technical language can be a barrier in communication. 

For Example

This technical group includes industrial engineers, production development manager, quality controller, etc.

6. Body Language and Gesture Decoding

When the communication is passed on with the help of body language and gestures, its misunderstanding hinders the proper understanding of the message.

For Example

• Moving one’s neck to reply to a question does not indicate properly whether the meaning is ‘Yes’ or ‘No’.
• A message that includes a lot of specialist jargon and abbreviations will not be understood by a receiver who is not familiar with the terminology used.

Semantics

• Definition of words
• Choice of words

Causes

• Use of unsuitable words .        
• Improper sentence formation.

2) Organizational Barriers

Every organization has its own structure and communication techniques.

Organisational structure greatly affects the capability of the employees as far as the communication is concerned. Some major organisational hindrances in the way of communication are the following:

1. Organisational Policies

Organisational policies determine the relationship among all the persons working in the enterprise. For example, it can be the policy of the organisation that communication will be in the written form. In such a situation anything that could be conveyed in a few words shall have to be communicated in the written form. Consequently, work gets delayed.

2. Rules and Regulations

Organisational rules become barriers in communication by determining the subject-matter, medium, etc. of communication. Troubled by the definite rules, the senders do not send some of the messages.

3. Status

Under organising all the employees are divided into many categories on the basis of their level. This formal division acts as a barrier in communication especially when the communication moves from the bottom to the top.

For example, when a lower-level employee has to send his message to a superior at the top level there is a lurking fear in his mind that the communication may be faulty, and because of this fear, he cannot convey himself clearly and in time. It delays the decision making.

4. Complexity in Organisational Structure

The greater number of managerial levels in an organisation makes it more complex. It results in delay in communication and information gets changed before it reaches the receiver. In other words, negative things or criticism are concealed. Thus, the more the number of managerial levels in the organisation, the more ineffective the communication becomes.

5. Organisational Facilities

Organisational facilities mean making available sufficient stationery, telephone, translator, etc. When these facilities are sufficient in an organisation, the communication will be timely, clear and in accordance with necessity. In the absence of these facilities communication becomes meaningless.

Cause

• Processing of information from several people.          
• Organizational rules.

3) Inter personal barriers

The barriers occur due to individual as well as cultural differences.

Personal Barriers

The above-mentioned organisational barriers are important in themselves but there are some barriers which are directly connected with the sender and the receiver. They are called personal barriers. From the point of view of convenience, they have been divided into two parts:

1. Barriers Related to Superiors:

These barriers are as follows:

• Fear of Challenge of Authority

Everybody desires to occupy a high office in the organisation. In this hope the officers try to conceal their weaknesses by not communicating their ideas. There is a fear in their mind that in case the reality comes to light they may have to move to the lower level,

• Lack of Confidence in Subordinates

Top-level superiors think that the lower- level employees are less capable and, therefore, they ignore the information or suggestions sent by them. They deliberately ignore the communication from their subordinates in order to increase their own importance. Consequently, the self-confidence of the employees is lowered.

2. Barriers Related to Subordinates:

Subordinates-related barriers are the following:

• Unwillingness to Communicate

Sometimes the subordinates do not want to send any information to their superiors. When the subordinates feel that the information is of negative nature and will adversely affect them, an effort is made to conceal that information.

If it becomes imperative to send this information, it is sent in a modified or amended form. Thus, the subordinates, by not clarifying the facts, become a hindrance in communication,

• Lack of Proper Incentive

Lack of incentive to the subordinates creates a hindrance in communication. The lack of incentive to the subordinates is because of the fact that their suggestions or ideas are not given any importance. If the superiors ignore the subordinates, they become in different towards any exchange of ideas in future.

Cause

• Attitude of superiors.
• Emotional feelings.

4) Psychological Barrier

Physiological barriers to communication are those that result from the performance characteristics and limitations of the human body and the human mindThe importance of communication depends on the mental condition of both the parties. 

For example, a receiver with reduced hearing may not grasp to entirety of a spoken conversation especially if there is significant background noise.

Psychological barriers are often caused by:

• Prejudice
• Attitudes
• Personality

A mentally disturbed party can be a hindrance in communication. Following are the emotional barriers in the way of communication:

1. Premature Evaluation:

Sometimes the receiver of information tries to dig out meaning without much thinking at the time of receiving or even before receiving information, which can be wrong. This type of evaluation is a hindrance in the exchange of information and the enthusiasm of the sender gets dampened.

2. Lack of Attention

When the receiver is preoccupied with some important work he/she does not listen to the message attentively. 

For example

An employee is talking to his boss when the latter is busy in some important conversation. In such a situation the boss may not pay any attention to what subordinate is saying. Thus, there arises psychological hurdle in the communication.

3. Loss by Transmission and Poor Retention

When a message is received by a person after it has passed through many people, generally it loses some of its truth. This is called loss by transmission. This happens normally in case of oral communication. Poor retention of information means that with every next transfer of information the actual form or truth of the information changes.

According to one estimate, with each transfer of oral communication the loss of the information amounts to nearly 30%. This happens because of the carelessness of people. Therefore, lack of transmission of information in its true or exact form becomes a hindrance in communication.

4. Distrust

For successful communication the transmitter and the receiver must trust each other. If there is a lack of trust between them, the receiver will always derive an opposite meaning from the message. Because of this, communication will become meaningless.

When a person is not able to communicate effectively because of mental disturbances.

For example

If someone is stressed they may be preoccupied by personal concerns and not as receptive to the message as if they were not stressed.

Cause

• Background.    
• Fixed ideas .

5)Physical Barriers

The distracting element found in the surrounding environment that does not allow proper communication.

There are a host of physical factors that can prevent individuals from having an effective communication. Physical barriers relate to disturbance in the immediate milieu, which can interfere in the course of an effective communication.

1.Environment

Some barriers are due to the existing environment. If you are standing in adverse weather conditions, your conversation would be hampered, because you would not be able to pay full attention to what the other person is saying.

The ambience in which you are having a conversation also plays an important part in the quality of a conversation. If the place is too noisy, or two crowded, you may not be able to clearly listen to the speaker.

For example

If you are having a conversation with someone along the roadside, the noise of the passing vehicles can make it difficult for you to concentrate on what you are saying, apart from interfering in effective listening. Similarly, if you are talking to someone in scorching heat, then the physical discomfort can easily cause you to be disinterested in the conversation.

2.Distance

Distance also plays an important part in determining the course of a conversation. For example, if the staff in an organization are made to sit in different buildings or different floors, they might have to substitute face to face communication with phone calls or emails. This prevents the employees to have effective communication with each other. 

For example

If a manager and his subordinate are seated at different buildings of an organization, then the manager may have to give out instructions over the phone or over the email, which can sometimes lead to a lack of effective communication.

3.Ignorance of Medium

Communication also includes using signs and symbols to convey a feeling or a thought. However, if there is a lack of ignorance about the medium in which sender is sending the message, the conversation can be hampered.

For example

The use of signs to communicate can be seen in games like soccer and hockey, where players do not want the opposing team to know about their plans and may converse through codes and signs. However, if a member of a team is not acquainted with these signs, it can lead to a lack of communication.

4.Physical Disability

Physical disability can also prove to be a barrier for effective communication.

People with physical disabilities generally are at a disadvantage when it comes to gaining employment. They have been marginalized through ages, and this can cause them to have a low self-esteem and social anxiety.

It can cause a physically challenged person to have face difficulties in self-disclosure and can hamper his interpersonal skills.

Cause:

• Noise.            
• Poor lighting.

Practical Examples of Barriers in Communication

Apparent “cause”	Practical Example
Physiological	Message in an internal report not received due to blindness.
Psychological	Message from external stakeholder ignored due to „groupthink‟
Cultural	Message from organisation misinterpreted by members of a particular group
Political	Message from internal stakeholder not sent because individual is marginalised
Economic	Message not available to a public sector organisation due to lack of resources
Technological	Message not delivered due to technical failure
Physical	Message cannot be heard and visual aids cannot be seen by some  members of the audience

In this article, you’ll learn about What is Corporate Meeting, Types of Corporate Meeting, How to Conduct a Meeting and more.

Types of Corporate Meeting

There are two main categories:

• Regular Meetings: These occur at predetermined intervals, such as annually or quarterly. Examples include board of directors’ meetings and shareholder meetings.
• Special Meetings: These are convened to address specific issues or make critical decisions that can’t wait for a regular meeting.

How to Conduct a Meeting

The process of running an effective meeting includes the following steps:

1. Plan the Meeting
2. Announce/Declare the Meeting
3. Conduct the Meeting
4. Evaluate the Meeting

Let’s understand each step in details:

1. Plan the Meeting

Planning a successful corporate meeting requires careful consideration of several key elements. First, the meeting’s purpose must be clearly defined. This helps to determine the topics that need to be covered and the type of meeting that is most appropriate. Next, the agenda must be created and circulated to all attendees, outlining the topics to be covered and the timeline for the meeting. The location and format of the meeting, whether in-person or virtual, must also be decided. Finally, the meeting’s attendees must be identified and invited, and any necessary resources or materials must be gathered.

2. Announce/Declare the Meeting

Once the meeting has been planned, it is time to announce or declare it to all attendees. This can be done through a variety of channels, including email, company intranet, or a physical bulletin board. The announcement should include the date, time, location, and purpose of the meeting, as well as any necessary information such as agendas or materials.

3. Conduct the Meeting

The meeting itself should be conducted in a professional and organized manner. A designated leader or moderator should guide the discussion and ensure that all attendees have the opportunity to participate. Minutes should be taken to accurately record the decisions and actions taken during the meeting. It is also important to maintain an atmosphere of respect and open communication, encouraging attendees to express their thoughts and opinions.

4. Evaluate the Meeting

After the meeting has concluded, it is important to evaluate its success. This can be done by gathering feedback from attendees, reviewing the minutes and decisions made during the meeting, and considering any goals or objectives that were set before the meeting. Based on this evaluation, any necessary changes or improvements can be made for future meetings.

Conclusion

In conclusion, corporate meetings are an important tool for effective communication, collaboration, and decision-making within a company. By carefully planning, announcing, conducting, and evaluating these meetings, companies can ensure that their meetings are productive, efficient, and valuable for all attendees.

In this article, you’ll learn What Is Two-Way Communication, Types of Two-Way Communication, 6 Steps Involved in Two-way Communication Processes, Two-Way Communication Systems and more.

What Is Two-Way Communication?

‘Can you hear me now? How about now?’ Who can forget that iconic commercial for wireless phone service where the hapless signal tester is wandering the countryside looking for feedback? His quest for a response to his message is an attempt to engage in two-way communication with the person on the other end. Let’s look at a simple model for two-way communication. Two-way communication is when one person is the sender and they transmit a message to another person, who is the receiver. When the receiver gets the message, they send back a response, acknowledging the message was received. The model looks like this.

Two-way communication is essential in the business world. Messages are transmitted between employers, employees, customers, and other stakeholders, and feedback is required to be certain that the message was received and understood.

Types of Two-Way Communication

Two-way communication doesn’t always mean instantaneous face-to-face (or these days, screen-to-screen) conversations. It also doesn’t exclusively involve dialogue between managers and subordinates. The latest innovative internal communications tools let you transform traditional communication channels into two-way messaging tools.

Here are just some of the ways that two-way communications are as follows:

• Horizontal communication: This occurs between employees on the same level, fostering teamwork and knowledge sharing.
• Vertical communication: This takes place between managers and employees, allowing for feedback, goal setting, and performance evaluation.
• Asynchronous communication: This includes emails, internal forums, or surveys, allowing for thoughtful responses and participation at convenient times.
• Instantaneous communication: This can involve instant messaging, video conferencing, or internal chat platforms, enabling real-time discussions and quick updates.

6 Steps Involved in Two-way Communication Processes

Steps involved in two-way communication processes are given below:

1. Develop an idea the right step is to develop an idea that the sender wants to transmit.

2. The second step is to encode the idea in suitable words, charts of other symbols for transmission. In this step, the sender decides the method of transmission so that the words and symbols may be organized for transmission.

3. The third step is to transmit the message by the chosen method. Senders also try to keep their communication channels free from barriers so that their messages have a chance to reach receivers.

4. The fourth step is to allow another person to receive a message. At this point, the initiative is transferred to the receiver. If the receiver does not function, the message is lost.

5. The fifth step is to decode the message so that it can be understood. The sender wants the receiver to understand the message exactly as it was sent. Understanding can occur only in a receiver’s mind. A communication may make others listen, but there is no way to make others understand. The receiver alone chooses whether to understand or not. Many employers overlook this fact when giving instructions. They think that telling someone is sufficient but communication is not effective until there is understanding.

6. The last step in the communication process is for the receiver to use the communication. The receiver may discard it, perform the task as directed, store the information or do something else.

Two-Way Communication Systems

Many businesses and municipal services rely on two-way communication systems to stay in touch with their employees on-site and in the field. Some of the most common examples of two-way communication systems are the radio, telephone, and computer-aided dispatch systems used by police, fire, and emergency response personnel. These systems allow dispatchers and supervisors to keep in touch with individuals and to coordinate the activities of groups of responders.

Two-way communications systems are also routinely used in the construction and building trades, public transportation, the trucking industry, and aviation by commercial and non-commercial pilots, just to name a few.

Two-way communication systems vary greatly in sophistication and special features. They range from simple handheld two-way transceivers that use a single dedicated channel to more complex systems that allow a large number of users to share several channels. The type of system chosen depends on many factors, such as the intended use, the location, the number of users, the frequency band, and the cost of the system. Regardless of the type of system chosen, the one common feature is that all of the components must be compatible and work together to support a common purpose.

Examples

Jack is an on-call service technician for a large medical supply company. At 3:00 a.m., he is awakened to the sound of his BlackBerry signaling an incoming email. The email from the dispatcher alerts him to an emergency call from a local hospital. The anesthesia cart in the operating room is malfunctioning, and there is an operation scheduled for 7 a.m. that morning. Jack sends an email back to the dispatcher letting them know he received the service call, and then he phones the client to get the details and to let them know he’s on the way.

On the way to the hospital, Jack spots a fast food restaurant and turns into the drive-thru lane. A little shot of caffeine is just what the doctor ordered! He’s surprised to see two cars ahead of him, but he inches his way up to the crackling speaker and places his order for a large black coffee, no sugar. Then he makes his way to the window, pays for the coffee, and thanks to the clerk before getting back on the road.

Effective Listening Skills 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.

What is Listening Skills?

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.
7. Provide 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.

What is 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, audio graphic, 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, view data, 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-massifier so that a special message can be exchanged with each individual in a large audience. They are the opposite 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 any time 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

1. 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.

2. Audio graphics Teleconference

Uses narrow-band telecommunications channels to transmit visual information such as graphics, alpha-numeric, 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.

Audio graphics can be used for meetings and distance learning.

3. 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 asynchronous mode is electronic mail. Using electronic mail (E-Mail), memos, reports, updates, and 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, and 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.

4. 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 demeanour 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 cancelled due to low enrolment 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.

• Use a telecommunications channel
• Link people at multiple locations
• Interactive to provide two-way communications
• Dynamic to require users’ active participation

Benefits of using teleconferencing

1.Move Information – Not People

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

2.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.

3.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.

4.Accessible

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

5.Larger Audiences

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

6.Adaptable

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

7.Flexible

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

8.Security

Signals can be encrypted (scrambled) when it is necessary. Encryption prevents outside viewers.

9.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.

10.Timely

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

11.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.

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.

1.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.

2.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.

3.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.

4.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