Analyzing Your Organization for Effective Communication

Ch Muhammad Irfan 2014
PRESTON
University
Business Communication
Strategy and Skills
Chapter No: 001
Ch Muhammad Irfan
+92-345-4426176

Question No: 001
Why Communication Important?
Answer:
Definition:
The process of sharing by which message produce responses.
At a business level it is very important to any human encounter communication allow us to develop a
civilized society and to transmit knowledge from generation to another. It dramatically distinguishes human
from other form of life. It allows us to organize and work together in groups. In fact without communication
there can be no social organization.
Besides being important in today’s changing business environment effective communication will be
important for your personal satisfaction and success through communication you will be able to clarify your
concepts and ideas. You will be able to understand, persuade and work with others people.
In many ways your success will be based on ability to communicate others. Sometimes the only proof of
your good work will be the written report or the oral presentation culminating projects. Furthermore the
higher you are moving in your organization the more communicating you are likely to do. Supervisors must
communicate more than technicians for example and managers more than supervisors.
As management expert Peter Ducker says “If you work as soda jerker you will of course not need much skill
in expressing yourself to be effective. If you work on a machine your ability to express yourself will be of
little importance. But as soon as you move one step up from the bottom your effectiveness depends on your
ability to reach others through the spoken or the written words”.
One study conclude that first level supervisors spend 74 percent of their times communicating, second level
managers 81 percent and third level managers 87 percent.
Another study shows that CEOS spend 78 percent of their time in the oral communication alone.

Question No: 002
What is communication?
Answer:
Definition:
It can also be understand by the help of following theories.
 Electronic Theory
 Social Environment Theory
 Rhetorical Theory
Electronic Theory:
One very significant is called the mathematical or electronic theory of communication. This idea emphasizes
the technical problems of a transmitting a message from sender or receivers. It is based on and the use of
electronics. The message begins with an information source, the mind of the sender (writer or speaker) who
encodes of a message into words and sentences this message is transmitted as a signal (marks on the papers
or sound waves) through a channel where it may be distorted by noise. As a last step the received (Listener
or reader) decodes the message. It can be simplified by following diagram.
Communicator Audience
as a sender as a receiver
Social Environment Theory
We need to understand the rules, or the "culture," of the environment in order to communicate:
both the official rules such as company policies and practices and those unwritten rules regarding to
whom, how, and when, and for how long it is appropriate for us to communicate within a certain
organization.
 Social environment theory of the social and behavioral scientists
 We must consider the situation, the social context in which we will work.
 When we work and communicate together, we all participate in a social situation
 Within that situation, each agrees to assume certain roles such as "compromiser," "initiator," "or
 "Encourager" based on our part in the activity.
 We each have a certain status prescribed officially, such as our job title.
Social environment is helpful because it adds the important dimension of the specific social situation
OR

Instead of looking only to the electronic theory business communicators must also consider social
environment theory. When we work and communicate together we all are participate in a social situation
with in that situation we each agree to assume certain roles, such as a compromiser initiator or encourager
based on our part in the activity. Further we each have a certain status prescribed officially such as our job
title. We need to understand the rules and culture of the environment in order to communicate both the
officials’ rules such as whom, how and when and for how long it is appropriate for us to communicate with
in a certain organization. It can be simplified by the following diagram.
Communicator Message Audience
Within certain environment
Rhetorical Theory:
A third set of theorists add more dimensions to our understanding of the communication process;
Communication is not linear, but circular; not just sending the message to be received but producing the
response; not static, but dynamic. These qualities of communication are emphasized by the rhetorical
theory.
Many people caught up in the accuracy forget third crucial variable, producing the response from their
audience.
It can also be described by the following diagram.
Message
Communicator Audience
Response
Environment
In fact, perhaps the most important difference between business communication and other forms of
communication is this circular quality; your business communication effectiveness depends on the result you
achieve.

Question No: 003
Why Communication Imperfect?
Answer:
Definition:
We are understood that communication is an extremely complex process. Even if you work hard to
understand and a subject to write or speak effectively about it you cannot be sure that you’re meaning has
been received exactly. In fact since no two people think alike, no message but the most simplistic is ever
perceived precisely as it exists in the communicator’s mind. This loss of meaning which may block
communication is often called noise.
Following are the barriers why the communication is imperfect.
 Psychological Barriers
 Emotional
 Perceptual
 Selectivity
 Semantic Blocks
 Physical Barriers
Emotional:
One possible psychological block is emotional. For example you might be emotionally blocked if you are
announcing a new policy you know will be unpopular giving the first major presentation on your job, or
writing to someone you dislike. The people with whom you are communicating are also subject to emotional
blocks. They may feel indifferent or hostile toward you or your subject, or be biased against you (perhaps
because of your youth, sex, race, relatives, friends or even clothes) or against your subject (perhaps because
they think it’s illogical perhaps simply because that’s not the way we have always done things here).
Perceptual:
Even if there are no emotional blocks, every person perceives things differently. Although we all live in the
same objective world, we all live in different subjective worlds. Communication involves perception is never
precise. One perceptual problem is that people perceive things differently. So the 2nd psychological block
then is perceptual.
Selectivity:
A final set of psychological barriers exists because of competition for people’s time and attention the
selectivity block. We are all bombarded with information sources, such as newspapers, magazines, technical
journals, reports, memos, letters, meetings, radio, television, videotapes. Computer printouts, terminal
displays and electronic mail we simply cannot absorb all this information flowing our way so we must screen
it selectively. One factor in the way people select is timing. Some messages that may be effective at one time

might be blocked, or even detrimental, at another time. For example a letter of congratulation sent out
immediately after the event is more effective than one letter after a sometime.
Semantic Block:
Words of course are symbols and therefore limited because they cannot have precisely the same meanings
for everyone. Since words can mean different things their different meanings may block communication. The
study of word choice is called semantics, so the kinds of block that arise from word choice are called
semantic blocks. Even of you are skilled enough to avoid problems such as incomprehensible language and
overly pompous words you may still run into semantic problems because of the different shades of meeting
between words.
OR
Systematic Barriers
Systematic barriers to communication may exist in structures and organizations where there are inefficient
or inappropriate information systems and communication channels, or where there is a lack of
understanding of the roles and responsibilities for communication. In such organizations, individuals may be
unclear of their role in the communication process and therefore not know what is expected of them.
Physical Barriers:
Communication does not consist of words alone. Another set of barriers is caused by your audience or the
context of the document or the presentation. Your ideas however good and however skillfully imparted, are
at the mercy of various potential physical barriers.
For writing there is whole barrage of possible physical blocks. No matter how well you write it, for example
A document may illegal for various reason jammed or jagged margins, fingerprints or smudges, a faculty
typewriter ribbon, unclear photocopies, unreadable word Processor printout, water or coffee spots or messy
correction.
OR
Attitudinal Barriers
Attitudinal barriers are behaviors or perceptions that prevent people from communicating
effectively. Attitudinal barriers to communication may result from personality conflicts, poor
management, and resistance to change or a lack of motivation. Effective receivers of messages should
attempt to overcome their own attitudinal barriers to facilitate effective communication.

Chapter No: 002
Question No: 001
How to analyze your organization?
Answer:
All business organizations depend on communication. Communication is the glue that binds various
elements, allows structure to develop, coordinates activities, allows people to work together, and
accomplishes results. Not only is communication essential for the success of businesses, however
understanding the business organization to which you belong is equally essential for your success in
communicating within the business world. One of the big differences between business communications and
other kind of communication is this different environment. Writing a report in a business environment for
example is different from a writing a term paper in a college environment.
Different communications behaviors were undoubtedly appropriate in different groups. In student
government for instance meetings are probably formal than in student club; in a church, you are more likely
to discuss matters with your local youth group leader than with the worldwide religious leader.
These kinds of written and unwritten group rules of how and with whom people communicate become even
more complex in business organizations.
Further we can understand by the following table.
How to analyze your organization
Figure Out: By Looking at the:
Formal structure ------Organization chart
How people
Work together
Informal structure ----Networks
Political coalitions
Formal Goals----- Broachers
Policies
What goals
People work toward
Informal goals ---- Myths
Atmosphere

Question No: 002
How people work together (Structures of organization)
Answer:
Definition:
An organizational structure defines how activities such as task allocation, coordination and supervision are
directed towards the achievement of organizational aims. It can also be considered as the viewing glass or
perspective through which individuals see theirorganization and its environment.
Formal Structure
Formal structure is primarily concerned with the relationship between authority and subordinate. A typical
organization chart illustrates the formal structure at work in a company or part of a company. The
hierarchical organization begins at the top with the most senior leader and then cascades down to the
subordinate managers and then subordinate employees below those managers. There are job titles,
financial obligations and clear lines of authority for each box on the organization chart.
Informal Structure
Informal structures typically develop around social or project groups. Because informal structures are based
on alliance there is often a more immediate response from individuals. This saves people time and effort,
thus making it easier to work with in informal structures. People also rely on informal structure if the formal
structure has stopped being effective, which often happens as the company grows or changes but doesn’t
reevaluate its hierarchy or work groups.
Question No: 003
What Goals people work toward?
Answer:
Analyzing how people work together includes analyzing both the formal and informal structures.
Similarly analyzing what goals people work toward includes analyzing both formal and informal goals.
Formal Goals:
Figuring out a company’s formal goals is relatively easy because formal goals’ are officially
published. A good place to start looking is at your college placement office such offices often have recruiting
brochures annual reports and other documents available. Another good source of information about formal
is the library. Libraries often have annual reports 10-K’s the F & S Index of corporations and industries and
other source listed on pages 464-69. Finally you can discover a good deal about formal goals from Company
Policies.
Informal Goals:
Just as organizations have informal structures they also have informal goals. These goals are
often called the culture of an organization that is the values, expectations and beliefs the group members
share. The unstated cultural goals of organization may not show up among official published policies and
procedures. They tend to surface in what people say and in the atmosphere of the organizations.

Figuring out informal goals or culture is less straight forward than reading the formal goals. First listen to the
stories people tell about the company. Often these stories are called company myths.
Here is an example consider company A: You enter a large old, impressive lobby with a high ceiling, glass and
steel walls, and modern sculpture, the security guard requires you to sign in and wear a badge. As you
walked down the hushed halls, you occasionally see people dressed in blue or gray suits come out from
rooms with closed doors.
Contrasts that scene with company b: you enter a wood paneled lobby with a low ceiling hanging plants and
comfortable chairs. Instead of a guard you are greeted by an outgoing receptionist who calls people by their
first name. You walk through an open office space, noticing people talking in small groups wearing different
styles of dress.
Obviously the communication patterns would be different in these two companies. But the atmosphere is
just one part of your organizational analysis. The main point is this find out whatever you can about the
company’s formal and informal structures and its formal and informal goals. The context or environment in
which you communicate influences how you communicate------ your communication strategy.
Topic No: 004
Analyze changes in the business environment.
People who communicate effectively in business have always analyzed their organization. Recently however
people who communicate effectively in business also had to be aware of several major changes in the
business environment that have significantly influenced the business communication.
 Electronic Communication
 International Communication
 Nondiscriminatory Communication
01): Electronic Communication
As you examine the environment in which you will be communicating as a
professional, certainly one of the most obvious upheavals you see taking place involves recent trends and
developments in electronic communication. It’s hard to believe that only a century age, business people
were writing a letters with a pen and ink. As recently a decade ago communication technology in business
involved little more than the electric typewriter, copy machines, horizontal file cabinets and the telephone
and telegram. Even as recently as a few years ago, most business people were not using personal computers
at all.
 Gathering Information:
First electronic data bases and storage systems have significantly influenced
how you gather information in business. Through various data bases you
now have access to much more information much faster. For example on a
computer you can call up stock prices, abstracts of a business articles or the
information about the current standing of a company or product.
 Writing:
Electronic communication will affect not only the way people gather
information in business, but also the way they actually write. Electronic mail
is a second way in which your business writing is different than a few years

ago. Electronic mail is the method by which you type the message into your
computer and send them to someone else’s computer.
 Speaking:
The way you speak in business will also affected by the changes in electronic
communication. One major change that has taken place is the change in the
kinds of graphics you can use for your oral presentation and for written
documents, as well. Software packages can printout pie charts, bar charts, or
line graphs for instance. Other programs can print various sizes and shapes
of lettering. And yet others let you draw your own pictures and then print
them out.
02): International Communication:
A second trend you can readily see in the business environment is an
increasing international presence. Although business has been conducted between people in different
countries for centuries. It has never occurred on the same scale as in the last decade. Companies now
establish plants in other countries. Japanese cars manufactured in the United States. Americans car
manufactured in France. Large multinationals firms are without doubt a dominant force in today’s business
environment.
You have an increasing chance of working overseas. Or you may work in America for a multinational firm.
Even if you do not work directly for a multinational company. You will certainly have dealings with these
kinds of companies or with people from other countries. Therefore, unlike your business predecessors, you
will have to be aware of the communication implications of communicating with people in different cultures.
When you communicate with other culture peoples you will face following problems. Gesture also varies
cross cultures for example in France Americans sign for Okay means Zero; thumbs up mean Okay.
03): Nondiscriminatory Communication:
Another big recent change in the business environment has been the increasing effort to alleviate the
discrimination as indicated by legislation such as civil rights Act, equal pay act and the rehabilitation act.
Here are some suggestions for avoiding bias in your business communication.
1. Avoid any word, image or situation that suggests that all or most members of a racial or ethnic group
are the same.
2. Avoid any qualifiers that reinforce racial stereotypes.
3. Avoid racial identification except when it is essential to communication.
4. Beware also of sexism in your business communication. Be Sensitive to these common pitfalls
5. Avoid generic terms that imply men are the only people on earth.
6. Avoid job titles that end in the word man
7. Avoid Expression that seems to value men over women.
8. Avoid letter salutations that automatically imply an un known reader is a man, such as Dear Sir, or
Gentlemen.
9. Avoid referring to women as children.
10. Avoid comments that stereotype women. Judge your audience as individuals not as a sex group.

Topic No: 005
Communication Channels
Introduction
In an organization, information flows forward, backwards and sideways. This information flow is referred to
as communication. Communication channels refer to the way this information flows within the organization
and with other organizations. For example, reports from lower level manager will flow upwards. A good
manager has to inspire, steer and organize his employees efficiently, and for all this, the tools in his
possession are spoken and written words. For the flow of information and for a manager to handle his
employees, it is important for an effectual communication channel to be in place.
Formal Communication Channels:
A formal communication channel transmits information such as the goals, policies and procedures of an
organization. Messages in this type of communication channel follow a chain of command. This means
information flows from a manager to his subordinates and they in turn pass on the information to the next
level of staff. An example of a formal communication channel is a company's newsletter, which gives
employees as well as the clients a clear idea of a company's goals and vision. A business plan, customer
satisfaction survey, annual reports, employer's manual, review meetings are all formal communication
channels.
Informal Communication Channels:
Within a formal working environment, there always exists an informal communication network. While this
type of communication channel may disturb the chain of command, a good manager needs to find the fine
balance between the formal and informal communication channel. An example of an informal
communication channel is lunchtime at the organization's cafeteria/canteen. Here, in a relaxed atmosphere,
discussions among employees are encouraged. Quality circles, team work, different training programs are
outside of the chain of command and so, fall under the category of informal communication channels.
Unofficial Communication Channels:
Good managers will recognize the fact that sometimes communication that takes place within an
organization is interpersonal. While minutes of a meeting may be a topic of discussion among employees,
sports, politics and TV shows also share the floor. The unofficial communication channel in an organization
is the organization's 'grapevine.' It is through the grapevine that rumors circulate. Also those engaging in
'grapevine' discussions often form groups, which translate into friendships outside of the organization. An
example of an unofficial communication channel is social gatherings among employees.

Topic No: 006
Directional Flow of Communication
In an organization, communication flows in various directions:
Downward communication:
Downward communication flows from people at higher level to those at lower levels in the organization
hierarchy. This kind of communication exists especially in organizations with an authoritarian leadership
style. Examples of written downwards communication are memo, letters, handbooks, policy statements and
procedures.
Upward communication:
This communication travels from subordinates to superiors and continues up the organizational hierarchy.
This type of communication is found in participative and democratic organizational environments. Typical
means of upward communication are suggestion systems, appeal and grievance procedures, complaint
systems, counseling sessions, grapevine, group meetings, morale questionnaires and the exit interview.
Crosswise communication/ Lateral Communication:
It includes the horizontal flow of information between people on the same or similar organizational levels
and diagonal flow between persons at different levels who have no direct reporting relationships. This kind
of communication is used to speed information flow, to improve understanding and to coordinate efforts for
the achievement of organizational objectives. It may include oral communication ranging from informal
meetings, or more formal conferences and board meetings. Written forms include company newspapers or
magazine and bulletin boards
Topic: Define Credibility also Differentiate Initial and
Acquired Credibility and factors
Definition:
The quality of being believable or worthy of trust:
For Example After all those lies, his credibility was at low ebb.
Initial Credibility:
 Initial credibility refers to your audience’s perception of you before the communication itself ever
takes place, before they ever read or hear what you have to say
 Initial credibility stem from audience perception of what you are, what you represent, or your
previous relations
 it may be analysed in the light of factors affecting the credibility
 Initial credibility may be reminded
 Initial credibility maybe used as ‘bank account’

 Initial credibility may be used to back up threats
Acquired Credibility:
 It refers to the audience perception of you after the communication takes place, after they have
heard or read you.
 Techniques can be used where credibility is low such as,
 Cite ideas or benefits that match your audience views, need and goals
 Identify yourself within the need and goals of your audience
 Quotations from the authorities our audience want to be like
 Associate yourself with well regarded people
Factors affecting the credibility:
 Rank
 Goodwill
 Communicator’s expertise
 Image
 Morality and fairness
Topic: Define Communication and its main points:
Definition:
Clarity:
Strive for clarity and precision when communicating what you want out of others. Avoid ambiguous or
confusing terminology so that miscommunications are kept to a minimum. Asking the individual to repeat
what you said will make it clear that he understands you, and also to give you feedback to help perfect your
communication skills. Confirm what others are asking of you so you have an understanding of what needs to
be done on your end.
Preparation:
Preparation for staff meetings and discussions are an important part of business communication. Be concise
and efficient with your time, expressing clearly what you need to say. Plan your discussion to make it
interesting, which will keep your audience engaged. Set a time goal and let everyone know when they can
expect to get out, allowing them to plan the rest of their day.
Assertiveness:
Remain assertive when communicating with others. In other words, remain polite and show consideration
for what others are saying, while keeping your views clearly expressed. If you disagree with a senior
manager, accept his decision but state your objections clearly. When communicating with employees you
should remain in control of the dialogue and keep the conversation moving.
Listening:
A key point of communication is not how well you speak but about how well you listen to others. Always be
Open minded and allow others to voice their opinions, which will lead to more open communication

between you and allow for more productivity in the workplace or in relationships. Show that you are
interested in what people have to say.
Topic: Four Styles of Communication and Communication
Objectives
State your communication objectives:
 For a communicator it is needed to specify
 the desired response from audience
 Specific means by which he plans to achieve that response
 Vague notion of objective is not enough
 Specific definition will save time and make message more effective
 Start with general goals and define your communication objectives
Examples: Charismatic chef teaches healthy eating and cooking methods using traditional recipes.
Communications Objectives
 Improve eating habits among families by 15%
 Improve menus at schools and day cares by 20%
Tell & Sell Style:
1-Tell Style
 Here you try to explain or instruct
 Often used in upward communication
 Used in external communication while explaining policies
2-Sell Style
 Here you try to get your audience to do something differently
 You know the answer, and want audience to because of answer
 Use Tell & Sell style when you
 Have all the information
 Can understand info without any help
 Are concerned with a logical orderly quick decision
Confer & Join Styles:
3-Confer
 Appropriate when you are trying to consult or interact with your audience
 You do not know the answer and want to learn
4-Join
 Here you need and want high audience involvement
 Both you and audience act together
 Both collaborate and brainstorm to discover the answer
 Use Confer & Join Style when you

 Need more information
 Need critical evaluation, opinions and ideas
 Are concerned about people feeling involved and carrying out decision effectively
Audience Inventory:
Introduction: For effective communication it is necessary for a communicator to analyze or understand
the people or audience to whom he is going to communicate this process is called audience analysis.
Definition: The results obtained from audience analysis are being displayed on a chart or matrix it is called
audience inventory.
It has two major steps that are to observe
· Who are they?
· What do they know and feel
Who are they?
There are three types of audience to whom we communicate directly or indirectly i.e.
· Primary
· Secondary
· Key decision maker
Primary audience:
The persons or audience to whom the communicator speaks directly makes no difference of the medium
used for communication; they may be our high officials. The person to whom we are talking at a
discussion forum or something else.
Example :( Just for Reference)
Suppose a person “Mr. A” is delivering a presentation for his production policy to be approved by high
officials to his colleagues and branch manager. In this case branch manager and colleagues are primary
audience.
Secondary audience:
These are the persons who are receiving our message indirectly. These are also celled hidden audience
because we don’t know them they may be our high officials. Absent persons from the event, audience
watching a discussion forum or something else
Example: (Just for Reference)
At a news channel “Mr. C” is taking interview of “Mr. D” on the economic development of Pakistan for
last five years. A student of economics is watching this program for making his thesis. In this case that
student is secondary audience because here “Mr. D” is not talking him directly but his message is being
conveyed indirectly to him.
Key decision maker:
These are the audience on whom our communication’s success depends. These are called key decision
makers because they can directly influence our communication. So they are of great importance a
communicator must consider the while preparing for communicating regarding the subject,
Example: (Just for Reference)

Let Zahid is gave a presentation regarding his new sales policy which he wants to be implemented the
branch Manager of company got impressed and told to the sales GMregarding Zahid’s policy GM also felt
good for Zahid and asked MD to approve his policy after telling him the details. Here MD is the key
decision maker because the decision is now in his hands
Besides all these the audience also must be analyze individually or on grouped bases
Individually:
After knowing the audience we should analyze his interests, background, skills, education etc.
On group basis:
Some times its become difficult for a communicator to analyze them individually may be because of huge
audience in this case they must be analyze on group basis such as Medical students, Sales officials and
etc.
What do they feel and know?
After classifying your audience you must be known of their knowledge and feelings regarding your topic
Knowledge:
The communicator should find the level of his audience’s information regarding the topic. The words
from which they are familiar and from which they are not it is very useful while carrying on presentation.
If he talks about something unknown for them and use difficult terminologies then his presentation
becomes vague. On the other hand it would be successful if he talks about something known to them
Feelings:
Similarly a communicator should be known about the feelings of his audience towards his topic. If they
are negative, positive, neutral or something else. Taking all of these into consideration he should use
such kind of words and way with which people don’t become angry or biased towards your topic.
Guideline for Structuring Presentations
Presentationstructure
Presentationsneedtobe very straightforwardandlogical.Itisimportantthatyouavoidcomplex structuresandfocus
on the needtoexplainanddiscussyourworkclearly.Anideal structure forapresentationincludes:
 Introduction
 Main Points
 Conclusion.
These elements are discussed below.
1. The Introduction
The introduction is the point at which the presenter explains the content and purpose of the presentation.
This is a really important part of your talk as you will need to gain the audience’s interest and confidence.
Key elements of an effective introduction include:
 A positive start: “Good afternoon, my name is Adam and ……
 A statement of what will be discussed: “I am going to explore ……
 A statement of the outcomes of the presentation: “I hope this will provide us with ……

 A statement of what the audience will need to do “I will pass round a handout that summarizes my
presentation before taking questions at the end.”
You should aim to deliver your introduction confidently (wait until the audience is quiet before you start
speaking) and communicate energy and interest for your topic.
2. Mainpoints
The main points are the backbone of your talk. They play an important role in helping you priorities, focus
and sequence your information. When planning your presentation you should put aside your research notes
and produce a list or summary of the main points that you would like to make, expressing each in a few
words or a short sentence. Ask yourself: “what am I really telling them? What should they be learning here?
Your answers to these questions will help you communicate clear and effective messages to your audience.
After you have identified your main points, you should embellish them with supporting information. For
example, add clarity to your argument through the use of diagrams. Use the supporting information to add
color and interest to your talk, but avoid detracting from the clarity of your main points by overburdening
them with too much detail.
3. The Conclusion
The conclusion is an essential even if commonly underdeveloped section of a presentation. This is the stage
at which you can summaries the content and purpose of your talk, offer an overview of what has been
achieved and make a lasting impact. Use transitions to link and move between points, helping your audience
to understand the development or your argument. Important elements of a conclusion are:
 A review of the topic and purpose of your presentation: “In this presentation I wanted to explore …..
 A thank you to the audience for their attention and participation: “That’s all I have time for. Thank
you very much for listening.”
 As with your introduction, you should try to address the audience directly during your conclusion,
consolidating the impression of a confident and useful presentation.
Guideline for Giving and Receiving Feedback.
Answer:
Giving feedback
Giving feedback is based on two things:-
 Trust, to gain trust you must;
 Examine your own motivation
 Describe specific actions instead of seeming to judge the entire person
 Include positive as well as negative comments
 Understanding
 Create sense of understanding, Give attention to your comments and their concept that would be
understood.

Receiving feedback

 Avoid defensiveness
 Exchange of information and ideas
 Don’t take criticism of your idea as criticism of yourself
 Remember that other people share your uncertainties and insecurities
 Don’t defend yourself
 Encourage response
 Ask for it
 Give time for feedback
 Reward feedback
Topic: SARAS Method of speed Reading.
Reading Speed:
SARAS Method:
1-Survey
 Previewing the material by reading certain items very carefully and completely skipping all the rest
 Beginning (cover, preface or introduction)
 End (Conclusions)
 Structural clues (Table of contents)
2-Analyze
 Based on survey you can decide;
 Read the entire selection
 Read only certain parts
 Not read it at all
3-Read at the Appropriate Speed
 Speed reading (Skimming)
 General reading (accelerating)
 Careful reading (phrase reading)
Speed reading (Skimming)
Skimming is to gain a general sense of the contents by reading at extremely high speed- about 800 to 8000
word per minute
To you must overcome;
 Psychological problem
 Stopping problem – to keep moving
 Finger patterns
 Externally imposed rhythm
General reading (Accelerating)
If you gave time then you can use general reading or accelerating.

Two main techniques;
 Acceleration devices
 Internally imposes acceleration
Careful reading (Phrase reading)
Only when you have decided that the occasion warrants detailed reading- you use phrase reading
techniques
 Eye fixation
Four C’S Model
Comptroller of Bureaucrat (Audience 1):
A comptroller is a person who tends to maintain status quo, tends to work alone and attempts to achieve his
goals and tasks through procedures, systems and rules. He likes facts and data, accuracy and consistency as
well as traditions and precedence in the organization. These types of persons are good administrators
finance managers etc.
Crusader or Cheer leader (audience 2):
A crusader tends to change the status quo and tends to work with the groups of people rather than alone.
He likes new idea, creativity and innovation and is very informed and enthusiastic this person attempts to
achieve goals and tasks by referring to a dream or vision. This type of visionary character type is useful in
corporate planning, product design, new market development etc. at the higher levels of management; such
characteristics are useful for CEOs and Chairpersons of organizations
Collaborator or People Person (Audience 3):
This character type tends to work with the groups of people but attempts to keep the status quo and keep
things going on as they are. He attempts to achieve results and tasks through affiliation and relationship with
people. This type of person likes team work, loyalty, respect and a trusting environment. He avoids conflict
and risk. Such character types turn out to be good Human Resource managers, PR Experts, Negotiators, etc.
Commander or Efficient Achiever (Audience 4):
The commander is called an efficient achiever. The commander tends to work alone taking responsibility for
actions but attempts to bring about a change and therefore change the status quo. He attempts to achieve
goals and tasks by focusing on accomplishment of results. His main focus is on getting results with minimum
Cost and in minimum time, thus attaining efficiency. He is almost entirely oriented such character traits turn
out to be good operations managers, project managers, logistics managers or positions where any kind of
operations are involved requiring efficiency and results.

Non-Verbal Communication:
Non-Verbal is a communication type in which the words are not used. Followings are the types that can
communicate non-verbally.
 Eye Contact
Eye contact, a key characteristic of nonverbal communication, expresses much
without using a single word. In American culture, maintaining eye contact shows respect and indicates
interest. Eye contact also establish the nature of a relationship
 Facial Expressions
Facial expressions are the key characteristics of nonverbal communication.
Your facial expression can communicate happiness, sadness, anger or fear.
 Posture
Posture and how you carry yourself tells a lot about you. How you walk, sit, stand or hold
your head not only indicates your current mood, but also your personality in general.
 Hepatices or Touch
Hepatic communication is communicating by touch. Touch or Hepatices is
the characteristic of nonverbal communication and used when we come into physical contact with other
people. For example: We use handshakes to gain trust and introduce ourselves.
 Gestures
A gesture is a characteristic of nonverbal communication in which visible body actions
communicate particular message. Gestures include movement of the hands, face, or other parts of the body.
 Personal Space

Personal space is your "bubble" - the space you place between yourself and
others. This invisible boundary becomes apparent only when someone bumps or tries to enter your bubble.
Main Points of Communication:
Effective workplace communication is vital to company success. If management cannot communicate their
wants with workers, and workers cannot communicate their needs back to management as well as amongst
each other, the workforce will not be a cohesive team. To communicate effectively, understanding the steps
in this information exchange process is vital.
 Creation
The first step in communicating a message is creating the message. This requires that the individual sending
the message decide what he wants to say, and selects a medium through which to communicate this
information. If the medium he selects is a written one, he must compose a concise and clear message that
others can understand. If the medium is oral, he must plan out a clear spoken message.
 Transmission
After a message is created, it must be transmitted. This transmission may be as simple as meeting with the
intended recipient of the message and orally sharing the message, or calling the individual to communicate
orally over the phone. If the message is a print one, it could include distributing a paper memo or sending an
email. Often, the number of individuals that the message must reach will influence the transmission, as
individuals will be less likely to use face-to-face transmission if they must share the message with a large
number of people.
 Reception
After transmitting the message, the communication duties change hands and fall upon the receiver of the
message. This individual must obtain the message either from the written format the sender selected or by
listening carefully as the message is delivered orally.
 Translation
Once receiving the message, the recipient must translate the message into terms that she can easily
understand. To do this, she must listen to or read the message in question and paraphrase it within her
head, turning the potentially complex contents of the message into more manageable and meaningful
components.
 Response
Communication is a two-way street and response is often necessary. Message recipients take the lead in
concluding the communication process by crafting a response to the message. This response may be verbal
And immediate, which would commonly be the case if the communication is face-to-face. It may also be a
written response that either expands upon the message or simply indicates receipt of the message in
question.

Analyzing Your Organization for Effective Communication

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Analyzing Your Organization for Effective Communication