Rusiness Communication

Unit 3

Oral Communication
3.1. ORAL COMMUNICATION

3.1.1. Introduction
VThe exchange of(verbal informatioDlbetween the sender and the receiver is known as oral communication o
verbal communication. This type of communication is more genuine and faster than the writen
communication but it is considered to be as informal. In case of businesses, more weightage is given to the
verbal communication than the wrilten one. Because according to astudy, 70 per cent of the iolallime spent by
an executive is spent in communication activities. 45 per cent of that time is devoted to listening activities. 30
per cent of it is spent on speaking, while reading and writing takes only 16 per cent and 9per cent respectively
This is the reason why executives are given the suggestions to improve their oral communication skills
(listening and speaking) as it comprises 75 per cent of the total communication.

ninteraction that uses only the spoken words is referred to as the oral communication. In the present scenario,
role of oral communication is becoming inevitable in business organisations. This type of communication is
used in organisations at various instances like employee meetings, board meetings, discussions, project
presentations, and otherformal and informal conversations. The scope of oral communication is not limited to
the organisations; it is also used outside of it by video conferencing, teleconferencing, voice calls, etc.
VI.1.2. Principles of Sucessful OralCommunication
Principles of successful oral communication are as follows:
l) Brevity: The information which is to be communicated must be concise and clear, it should neither cover
too much content nor too less. Because, generally the audience gets disappointed with a speech which is
either not proper in content or is too lengthy. So, one should avoid using ornamental language such as
figures of speech and difficult vocabulary; instead, he/she should use simple words and phrases in order to
communicate in an easily understandable way. This will mot only make the communication effective but
will also save the time of speaker as well as the audience.
2) Clarity: Before initiating the speech, speaker must be very clear about the ideas persisting in his mind. If it
is not so, then the speaker should review his ideas again and again. Because, if he himself is not clear with
the ideas, he cannot convey it effectively to the audience. Simple, short, and
to achieve the clarity in speech.
common words should be used
3) ChoOsing Precise Words: If a person chooses correct and
chosen for oral communication, then he/she will be able to appropriate words as per the context or the topic
forward the
intended to be delivered. The use of precise and correct words conveysmessage in the same. way as it was
the actual meaning. Hence, ond
must avoid using complicated words or jargons.
However, sometimes it is not easy to replace a word by its
synonym because meanings of the two may slightly vary from each
command over synonyms and antonyms. other. So, one must have a goo0
4) Clichés: Phrases which are quite
common in use but have no clear meaning are known as
meaningless words are becoming obsolete now; hence, an effective clichés. Sucn
words However, if a speaker uses them communicator should avoid using sucn
normal. 'Oh really, Imean', quite fine',unintentionally during a serious conversation then it is
etc., are some of the popular clichés. considered
S) Seauences: The matter should be
davigte from the points nor shouldconsistent, continued, and logically
change the sequence without anyorganised. The speaker should neither
speaker is more important than the content of the speech. logic. The way of speaking of the
 79
(Unit3)
ha/immm1m (ation

Jargons: A
Seaker should not use jargons in his/her specch as these are specific words or
related to diferent fields such as law, commerce, defence, sports, banking, etc. Such words
by the experts of respective fields and not by
ermioogies the common man. Hence, easy and
canbeunderstoodonly
should be avoided while comnmunicating.
wordsshouldbe used and
jargons
common
Verbosity: Verbosity refers to the ability of using more words than needed. However, a speaker
communication.
an effective
Avoid V because using too many words does not guarantee
avoid it
to attention.
7
shouldtrysometimes blursthe clarity and divertsthe
Instead,it
rCommunication: These are as follows:
SevenCs
of should necessarily be followed in order to achieve the completeness:
Completeness: Following points
i) the necessary
information should be given.
All
a)
the queries should be resolved.
h) All be provided, if needed.
intormation should communication
al Some extra the concise, one must follow the following tips:
Conciseness:In order to make avoided.
ii) should be
a) Lengthy phrasesmatter should be provided.
b
Only necessary point, until and unless it is
needed.
One should not repeat a mind and preparing the
c)
Consideration refers to the ability of visualising the receiver'sthis, the sender (speaker)
.Consideration: at the place of listener. By doing
assuming oneself them, etc.
ontent accordingly or by temper, providing wrong information, blaming
wOuld not hurt the receiver by losing meaning:
i.e., which have clear dictionary
denotative words,
Concreteness: The sender must use the which are derived from some denotative words.
i.e.,
instead of using the connotative words, sender to the mind of receiver,
with the exact
a thought from the mind of their own
Clarity: Communicating However, it is not quite easy because every person has
clarity.
same meaning, is known as
experiences related to a word. Following points should be considered in
heliefs, understanding, and
order to ensure clarity:
precise, and common words.
a) Speak only simple, paragraphs effectively.
b) Frame the sentences and capable
well
of understanding the viewpoint ascomes
fostered only if a person is
vi) Courtesy: Courtesy can be be courteous only if he is sincere in taking care of others. It
as feelings of others. A person can
takes care of others.
naturally if a person respects and spelling, and punctuation are
Correctness: Communication should be correct as far as grammar, feelings of listeners.
vii) in a way that it does not harm the
However, it should also be correct and
concerned.
insult might have been technically correct, i.e., free from grammatical
For example, a taunt or an a customer.
feelings of others and thus leading to the loss of
spelling errors but its content may hurt the
should avoid the irrelevant use of prepositions. For example, "all the workers should
9) Prepositions: One to' can be
regulations in regard to work". In this sentence, the preposition 'in regard reference
abide by thesafety 'with
prepositions which should be avoided such as
replaced by 'about'. Similarly, some other relation to', etc.
'in
to', 'in connection with', 'with regard to', are
and Adverbs: A person should use adverbs and adjectives in his speech only when they
10) Adjectives definite
word with a certain degree of importance, e.g.,
needed. They are used to realise the meaning of a
results, comparatively weak, positive decision, etc.
3.1.3, Media of Oral Communication
Some of them are as follows:
Iere are various means of oral communication. official or formal talks
)Intormal Face-to-Face Talk: These types of talks take place outside the purview of level
do not adhere to the set norms. These take place at a short notice and no planning at hierarchicalsocial
and purposes altogether and works well in strengthening
Othe organisation is required. IL serves many Sometimes it gives way to gossips and grapevine also.
elaions among employees of an organisation.
an insight into other person's viewpoint. It gives
erviews: The literal meaning of this word is to developunderstand each other's point of view. It is just the
Opportunity to two individuals to meet each other and fruitful, and serious.
PPoste of a face-to-face talk because it is more purposeful, directed,
 80

3) Group Communication: Sometimes conversation takes place in a group. There may be

persons in a group discussion that would
try to express their own opinion and
informal, depending upon
Ihesc groups can either be fomal or task forces, quality circles, buying
the situation.
try to
If groups are
Husrneatw
inftuence her
Organ1sation in the form of committees. or informalcentre, etc., then
other hand, sometimes unofficial groups also
termed as formal groups, On the organisational task. he
organisation without any intention to do any
4) anSpeeches and Presentations: These refer to oral communication by a speaker in front of a
audience. With these types of
communications. the speaker can inluence the
being confident and enthusiastic.
audience
Delivery. of and
develw
opinion in a certain favourable way by
and is reserved
slightlyandinformal
approach some official
for provide
as thev
occasions. On the other hand,
speech
presentations are
visual treat to the audience by using audio-visual medium and i
involves asession of live interaction with the audience in order to solvetheir queries then and there.
invohorlvCeths,ange cofrn te,
5) Teleconferences: It refers to a meeting or a conference which takes place through a telephone
present at different places, 1.e., different branches
connection between two or more persons of
different cities, etc. The live shows and
programmes which are telecasted to different
Hence, it can be said that 'teleconference' is a wide
locations at anthe oifscanc
time are also termed as teleconferences.
The essentials that facilitate a tteleconference are a good
different and faraway places,
computer network, satellite
and their communication with each other
simultaneously. facilities, rpaanrgitincgipantKts,
meeting with the press persons in order to
6) Press Conference/Press Meets: This is a special

the top management of a company

queries of media persons. Generally, the media
certain information to media and answering the meeting with the press reporters.
conducts this However,
didsiveismioinna:
anything exclusive and sensational to share.the
Anotmetea
persons can be attracted only if the company has
and resolve the issues related to public
behind arranging a press meet is to acknowledge
purpose
7) Demonstration: When a message is accompanied by some action or presentation of a particular situation cr
of communication is adopted by the
relations.
problem, then it is termed as demonstration'. This medium
corporate marketing. It helps a lot in selling a product to the taget customers as the
salesmen take t strategists
prove the utility of their product. It also helps in keeping the interest and curiosity of tthe customers toward the
company's products. Demonstration can also be used to inform the citizens about their voting rights
8) Dramatisation: It is an extended forn of demonstration and it involves presenting the toig
communication by using the short plays, skits, visual acts, etc., during the oral communication
considered to be agood method of oral communication because it not only helps in informing the audiene
but also in entertaining them.
9) Radio: This form of mass medium is considéred tohave the widest reach. It is accessible even to he
remotest parts of the country. It is the cheapest and most efficient method of conveying one's idea
opinions, etc., to masses: With the help of radio, the urgent messages and warnings in the situations of
emergency can be communicated more quickly than by any other method. Generally, it is a one-wa
communication but now-a-days in technically advanced countries radio conferences and tutorials have als
been introduced. Radio only facilitates the audio communication,
10) Recording: This method also serves as a means of communication. The message being broadcasted o
delivered directly to the listeners is often recorded on an authentic recorder so that it can be listened again
whenever the need arises. Interview, official phone calls, etc., are generally recorded for future reference as
well as for ensuring the transparency.
11) Dictaphone: This is a mechanical machine that dictates a message. This invention is the result of
combined
efforts of electronics and mechanical engineering and it serves as a means to record the
voice. In
machine, the transcribers produce voice whenever it is required. These machines are useful for this
recordings of interview sessions and conferences, dictation of correspondence, doing market research, ete:.the
12)Rumours: Rumours are the pieces of information that can be heard on a
but neither the source is verified nor the content. It regular basis in any organisatou.
can evolve inside as well as outside the premise of e
organisation and is generally called internal or external rumours, as the case may be. Some of these rumours
may prove to be true later but most of them are generally false.
stillbecome popular if it is ambiguous, fullof Regardless of the authenticity,a rumour Cal
entertainment, and important.
 Presenting or read1ng out a
rl
Report:
cflective
written matter in front of the
I
requiCs
and
oral skills. This method is quite
popular
concerned
in all the audience. known as
is
planning preparation
ch a manner that it required for making such reports hierarchicalAn level of an
good
Aandrcad is
urnten
covers all the points in easy and effective. oral report
prescntation. It basically targeted towards a
ig simple language as it is in
reports,
while uriting it, specific
must keep in mind that the group and must cater to their needs. The
sUch being a medium oral
of report should be informative as well as
but not least, communication, it also requires effective speaking skills.
Advantagesof Oral Communication
JlIunmcation
is considered to be the most popular means of
communication because of the following
InstantFeedback: Oral communication helps in geting quick feedback and explanation from the concerned
listening to the speaker the audience can interact with him, raise their
While
additions to the information provided by him. The oral
queries, make statements,
andthe audience engage themselves in communication becomes livelier when
speaker exchanging the information with each other.
hoththe
Relationships: Oral communication fosters an informal relation
in one-to-one oral between the superiors and their
Better
subordinates byengaging them
by conversation. Such conversations also help in nurturing a
relationship and atmosphere in an organisational set-up. Direct conversation
between a superior and
subordinateenables the subordinate to feel important; this in turn helps the superior to have an insight into
healthy

mind
¿ subordinate's
his of communication saves time. In any form of written
TimeSaving: This type communication, a letter is
through dictation, recorded in a diary, kept in an envelope, and then sent to the address of the
thus it is a time consuming process. But, by using the means of oral communication,
concermedIpeople; andcan be put across to the
same
message concerned persons in a faster and quicker way. Oral
communication
the has become a popular method and officials generally call their subordinates or meet their
superiorsto discuss the problems in no time. This not only saves the paper work but the labour or workforce
the solutions quickly.
alsoget e
EffectiveTool for Influencing: Oral communication plays a very important role in influencing the listener
sense of participation or involvement in the business. Its role is so crucial in sorting out
givingthem a
by grievances that the process does not look possible without it. No conflict between two parties can
be
the
sortedout until there is direct interference by the top officials in the matter and a direct talk takes place with
concerned people. So, there can be no substitute of the oral communication for exchanging the ideas
the
with each other.

15. Disadvantages of Oral Communication

following reasons:
Dl communication is disadvantageous because of the
identialElement is Missing: Oral communication is generally not taken seriously by anyone and it does
not provide an evidence or record.
Difeult to Retain: The capability of retaining a conversation or instructions in mind differs from person to
neron, In fact, it is difficult to retain anything in mind for a longer time. The pre-condition for such
messages is that these should be implemented quickly because no one else can access it other than the
istener himself and they cannot be found in records as well.
3) Possibility of Distortion: When oral communication passes from one channel to another then it is very
likely that its content may get distorted. The main reason behind it is that every person has a different
itening ability and different way of perceiving the things.
llegitimate: Oral communication provides no proof of its existence in legal terms so it cannot be used as a
legitimate proof.
CMances of Misinterpretation: If the speaker is not prepared with his speech and listener is not attentive
ugh while listening, then the message being communicated might get misinterpreted. This can happen i
or either of the situations is applicable. On the other hand, all the forms of written communication can
e reviewed again and again for proper
understanding.
82 Business Communication

3.2. INTERVIEWING
3.2.1.
Interview isMeaning
considered and Definitionconversation
as a face-to-face of Interiew
betweentwo people where one asks the questions and
other is expected to answer them. The term 'interview' is derived from a Latin word 'videre' which means
vision and middle French word 'entrevue' which means to 'see each other". During the interview. the questiOnS
are asked by the interviewer and the answers are given by the interviewee. The main purpose of conducting an
interview is to gather information about each other.
the employer takes the interview of nas
RRtony, the interviews are carried out in the companies where candidates, the
candidates in order to assess their suitability to the job vacancies. For selectingthe employers
Other hand. hy
hetr behaviour, attitude. personality, aualification, experience, interest, etc. On the
terview, candidates, check out whether or not job offered by the company 1s complying with thei
vApecauons. Thus, it can be said that the interview is a source of collecting information about the candidate i
order to check his appropriateness as per the job
requirement.
According to Gary Dessler, "An interview a procedure designed to obtain information from a person's or
response to oral inquiries".
According to Thill and Bovee, "An interview is any planed conversation with aspecific purpose involvingtwo
or more people".

3.2.2. Objectives of Interview

Main objectives conducting interviews are as follows:
of
1) Employment: Interviews are mainly conducted to provide jobs to the needy people aCCording to their
academic qualification and skills.
2) Periodic Assessment: Some companies conduct periodic interviews in order to assess
their employees.
3) Finding Exit Reason: Many companies conduct exit interview to search out the reason for
the exit of the
employee from the company.
4) Collecting Relevant Data: Interviews are also considered as a good source of collecting
Managers within the company conduct interviews to get information about the information.
working conditions
company, attitude and behaviour of the employees at the workplace, functions performed by the of the
members of the company, etc. other
5) Media Broadcasting: Interviews are often
carried out by the journalist with various famous personalities or
people whose viewpoints and ideas are required to be broadcasted.
6) Interviews for Admission: Most of the
schools,
interviews of the candidates before giving admission tocolleges and professional institutes prefer taking
them in their institute.
7) Interviews for
Promotional Purpose: In various reality shows, celebrities are interviewed by
audience as a part of the publicity. selected
3.2.3. Structure of Interview
Similar to various interaction events, interview also
follows a certain structure. Since it is aformal
communication among two people, thus following the defined structure is mandatory for both the parties. way
of
Unlike presentations, a single person is not
responsible for the follow-up of the structure: both the
and the interviewee have to take care of the steps to be followed. interviewer
The structure of interview involves following stages:
1) Opening or Beginning:
Following points are included in the beginning of the interview:
i) Introduction of both the parties.
ii) Main aim of conducting interview should be made clear
ii) Making the atmosphere comfortable for the interviewee
te) Continuing the interview by discussing maters iranky and by
adopting flexible aporoach.
 Communication (Unit 3)
Oral 83
Middlee Body: Following points are
2) included in the middle part of the interview:
i) Exchange of information
among both the parties.
ii) Ensure to carry on the discussion precisely.
.:y Both the parties should listen to
each other diligently and patiently.
i) Appropriate eye movements and eye contact
between both the parties.
Answering the asked questionscarefully and confidently.
.i) Ensuring that the entire agenda is covered.
i) If any kind of interruption is to be made, it should be
polite.
wiii))In case, some point is not clear, clarification can be asked for.
2 Closing: While wrapping up the interview, following points are
included:
) Summarising the entire discussion.
Informing the decision made to the interviewee.
i) Wrapping up the interview with positive feedback rather than ending it up negatively and
abruptly.
iv) Exchanging gratitude or thanking cach other.

3.2.4. Types of Interviewing

There are many varied techniques that skilled moderators use and adapt to their own personal style of
interviewing. Most importantly. there is a basic approach of non-directive interviewing. This means asking
litle, asking only open-ended and non-value-loaded questions, and using body language (e.g., eye contact and
nodding), short probes (e.g. ah ha' and 'um') and silence to explore the espondents' world. Silence is a
powerful tool and, of course, when used positively and not threateningly, is the most non-directive of all.
Types/techniques of the interview can be divided into two categories which are as follows:
1) Types of interview for selection purpose,
2) Types of interview for other purposes.

3.2.4.1. Types of Interview for Selection Purpose

There are various types of interviews, which are used for obtaining various kinds of information and to evaluate
the candidate's skills, knowledge, etc., on a variety of bases. Employment interviews can be categorised into
following types:
Types of Interview for Selection Purpose

Preliminary Core Interview Decision-Making

Interview Background Information Interview Interview
Informal Interview Stress Interview
Unstructured Interview Formal and Structured Interview
Panel Interview
Group Interview
Job and Probing Interview
Depth Interview
1) Preliminary Interview: Preliminary interview is a conversation between the candidate and the personnel
manager regarding the basic aspects of the job such as job characteristics, working conditions, salary,
to
other
decide
Denefits, etc. This helps an organisation in removing the useless people and helps the candidate
Whether or not to accept the job. Preliminary interviews can be divided into following types:
to obtain
) Informal Interview: An informal interview can be conducted at any place by HR personnel
the fundamental and non-job related information.
to the candidates so that
) Unstructured Interview: An unstructured interview provides freedom
they can reveal about their knowledge in various topics/fields, their background, expectations,
information on various topics
lnterests, etc. Likewise, the interviewer is also allowed to share
enquired by the candidate.
84
Business Communicatin
2) Core Interview: Core interviews are generally a communication between the candidate and the lie
manager or experts on different areas of job knowledge, skills, talent, etc. Core interviews can be dividi
into following types:
i) Background Information Interview: These interviews are aimed at gathering the information
cannot be obtained through the application form. It is also used to verify the information whicish
collected through the application form such as educational background, domicile, family, health, which
interests, hobbies, likes, dislikes, extracurricular activities, etc. of the appicant.
ii) Stress Interview: Stress interview is designed for evaluating the candidate's behaviour on the job and
the survival level during the time of pressure or stress, i.e., his pressure handling capac1ty. In this kind
of interview, the candidate is put to aggressive, apathetic or threatening situations, whose objective is to
demoralise the candidate and check his ability to deal with difficult situations.
ii) Formal and Structured Interview: Formal and structured interviews strictlyfollow all the formalities
and procedures related to conducting of interview such as determination of value, time, a panel ot
interviewers, opening and closing, informing the candidates officially, etc. They are pre-planned and
organised, based on job requirements.
iv) evaluate
Panel Interview: Panel interviews include apanel of specialists to interview cach and every candidate.
their performance separately and to form a combined decision on the basis of evaluation h
every specialist and by way of giving weightage to each factor.
v) Group Interview: Group interview is aspecial situation for interviewing acandidate where numerous
candidates are called for interview at the same time. For exanmple, in cases, where there are a large
number of candidates for interview on the same day, group interview facilitates the interviewers with a
capability to evaluate a large number of candidates. It is also a time-saving tool for the organisation,
Group interview also provides an opportunity to evaluate the behaviour of a candidate in a group.
vi) Job and Probing Interview: Job and probing interviews are mainly designed for evaluating the
candidate's knowledge with respect to the duties,functions, job methods, critical problems, ways to
resolve those problems, etc.
vii)Depth Interview: Depth interviews are the type of interviews in which a candidate is evaluated mainly
in the core areas of knowledge and skills of the job. Candidates are evaluated by the experts in their
respective fields by putting up appropriate questions in order to obtain significant responses from them
while initiating the discussion pertaining to some problematic areas of the job, and by asking them to
describe even minute activities of the job performance.
3) Decision-Making Interview: Decision-making interview is another kind of interview taken by
concerned department head. Generally, this kind of interview is conducted through informál
discussion. The HR manager is also supposed to take an interview of the candidate in order to take his
decision with respect to the salary,allowances, benefits, promotions, etc. The department head and the
HR manager exchange their views; thereafter they mutually intimate the interview head about their
decision. The head of interview board takes the final decision about the candidate's performance and
his respective rank in the interview.
3.2.4.2. Types of Interview for Other Purposes
Various techniques of interviews for purposes other than selection are described as
1) Performance Appraisal Interview: Performance appraisal follows:
interview is an interview that is conducted
between HR department/manager and the employee usually once in a year. This helps the
useful feedback about how effectively and efficiently he is able to discharge employee to g
the assigned duties. It ais0
gives the opportunity to an employee to explain his views about the ratings, standards, rating
internal and external causes for low level of performance. methods,
2) Pronmotion Interview: A person, who is due for
is to measure the attitude of the person and his promotion, interviewed for the higher post. The purpos
is
fitness to take up the responsibility of the higher post.
3) Disciplinary Interview: A disciplinary interview is a formal discussion between the suprvisor and u
employee. The purpose of a disciplinary interview is to ensure that appropriate steps are taken to deal with
violations of organisational policies procedures or performance deficiencies.
 4) 3) 4) strategies: 3.2.5.1. The During
4)the 3) 2) There )3.2.5. 9)
) o 5) 4) Oral
versely
weaknesses
Assessment or
and going Practice Candidate and
information
Kole-Play: The Advance
He/she candidate Follow On
Before organisation third person Exit i ) To nse
characteristics,
i)Benrimand
i)renrimand Aoroblematic
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too are and
role ask the To To itaction. intervieweeCounselling ring
for Interview: oppor
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Annualtunidatempl
tyabase,PeroyeesCommuni
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low should Interview
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as Preparation: going after interview, constructive The Interview: Interview:tothe
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of Fronthe/she of
a of are to Interview: a
interview, a point
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for still of
interview. interview, tips cope (Unit
Interviewing
the rectify
them.He by candidate helphave interview. Effective conduct
sources
other the manager
th e form situation
ethics andInterview: they all
for or
Exit each
tone, the to for strengthsouthis 3)
view. can information online recurrencework
employees or the confidential to grades.
play the an preparing of This cannot
side
candidate freely interviews manner. andreact interviewer
organisation. facilitate The
ropriate candidate The
interview of disciplinary summons To is
Mirror the can the performance modus
described A Periodical
to
valuable through interview Reporting
Interviewing/ reprimand to counselling knowAlthough, be
Skills:
Before express role take candidate interviews of
about interviewee from such A that
Camera:
canVideo or are reprimand operandi solutions reports. substitute
the
must ofhelp to can the problem. must and
information, exit the action method to interviews
his/her bethe conducted offences, of other the
body
possess
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helpinterviewer. employee someone the analyse weaknesses. Officer
of shouldprepare
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th e interview The
and likely are
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The the purpose for
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by and the
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to tocandidate problems personal also
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from some management is records
to This (a job interview paper behis to whointerviewee help
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ideashelps crowd Interviewee's and a that is meetings and to
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required mirrorfor or and him candidate to develop
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thetalks most has
increasing other exchange and
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xpression,during weaknesses practice or a member employees. explain of will to
talk. and
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Periodical
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hig h This as plays before
may the the in can
A to an with 85
a
 86 Business Communicatio
5) Learn: The candidate should thoroughly learn the answers of such questions which are commonly askei
the interviewer. The answers should be clear and to the point.
6) Queries: In case, the candidate has some queries, he/she must be aware about when and where to ask them
The questions should be asked politely at appropriate place and time.
7) Realisation of Strengths: The candidate should self-scrutinise himself/herself before going for
interview as his/her qualification, experience and skills are his/her major strengths that help him to achieve
his/her desired job.
8) Practicing: The candidate should be skilled in tailoring his/her answers as per the requirements of the joh.
This becomes easier if the candidate is already well aware about each and every detail of the company as
well as the job he/she is applying for.
9) Self-Appraisal: Before leaving for the interview, the candidate should appraise his/her overal
appearance.
10) Appropriate Clothing: Candidate should go for clothing which is suitable as per the demand of the ink
he/she is applying for. In most of the organisations, conservative clothing is given preference, but fashion
and advertising industries often demand for stylish dressing style.
11) Personal Appearance: Personal appearance is again an important factor that influences an interview to a
great extent. The candidates should have an appropriate dressing style and must groom themselves before
going for any interview. Those who are unable to carry themselves properly may receive negative remarks
from the interviewer.

12)Research the Company: The candidate should try to gather maximum information about the company
and job position for which he/she wants to apply. This research work sometimes becomes very
beneficial for the candidate.

3.2.5.2. On the Day of Interview

On the interview day, candidate should take care of following points:
1) He/she should reach the destination on time or in fact, a bit early.
2) He/she should have his/her resume, application letter and samples of his/her previous work (if any).
3) During the interview, the candidate should carefully listen to questions asked by the interviewer and answer
them confidently and briefly.
4) The main motto of candidate should be to show his/her positive points to the interviewer. Thus, helshe
should be confident about his/her strengths.
5) The candidate should be careful about his/her communication skills. The interviewers give preference to
facial expression than the words in the resume. Thus, the candidate should have that confidence on his/her
face to support what actually he/she has written in his/her resume. Otherwise, the candidate may get
rejected.
6) The candidate should give his/her answers by speaking effectively as this shows; his/her self-confdence.
7) The interviewee should thoroughly check the interview invitation received before going for the interview as
it mentions all the documents that may be required at the time of interview. Thus, it saves time of both the
interviewer and the interviewee.
8) Candidates having detailed information about the company always leave a positive impact on e
interviewer. The candidate can share his/her personal views and ideas about the company's panniny
structure, profitability, etc., in order to impress the interviewer.
9) should
Carryinghavea pen and notepad is always beneficial. In case the candidate has to give the presentation, hë
the copy of it to be on safer side. Providing copies of data slides to the interview panel vau
become an additional point.
10) In case the candidate is having a mobile phone, it should be switched off or kept on silent mode before
stepping into the interview room.
 3)
Communication(Unit 87

Oral
During the Interview
J2.5.3, the m:main focus of both the parties is to gather allthe possible information regarding
theinterview,
During interviewertries to assess the suitability of the interviewee as per the requirement of the
other. The
each
company
and on the other hand, interviewee tries to evaluate the appropriateness of the job according to
personalIrequirement.
his/her
structured aroundfollowing three stages:
the interviews are
Most of Stage: Introductory stage includes greeting and a precise discussion about the purpose of the
Introductory
) interview.
The middle stage covers the question and answer part, ie., few questions are asked by the
2) Middle Stage:
interviewer andthhe interviewee is expected to answer them.
Closing Stage: In the closing stage, interviewee is presented with a
3) questions
chance to clarify any doubt or any
and finally greeting each other before
that are running through his mind, or are left unanswered,
interview.
shutting down the

3.2.5.4. Follow-up After

the Interview
a
J h e candidate does not receive any response from the interviewer or the company, he/she should make
the time that may be taken for the final decision. The interest of the candidate in the job engraves
call and ask the mind of the interviewer, as a result of which he may get nominated for the future vacancies.
his/her image in
and inquiry message are thetwo most used forms of follow-up.
Thank yoOu message
email, phone call, and SMS, are
The messaged are usually communicated through post. However these days
kept relatively informal.
also employed, especially where the communication isshould
1 Thank-You Message: The thank-you message not be delayed too long. It should be sent within
are less. It is not only an
twodays of conclusion of the interview, even if the chances of getting a job
exhibition of good behaviour but also gives a good impression of the candidate.
spent and then a polite enquiry
The interviewer needs to be thanked for the time and energy that he has
big. The maximum they can
can be made about the outcome. Thank-you messages should not be very
It is important to maintain a positive
be is around two-to-three paragraphs in case of a letter or email.
to future opportunities may remain
image of the self even if the outcome has been negative. The door
open on sending such thank-you messages.
of the interview or if some suspicion is there
2) Message of Inquiry: This can be done within two weekS This applies especially if the candidate has a
about the decision that is being taken by the interviewer.
second job offer which he is not very eager to take.

3.2.6. Planning of Interviewing/ Interviewer's Preparation for

Interview
interviewer are prepared in advance. Thus,
An interview is effective when both the interviewee and helps in making the interview well
preparations and planning made by the interviewer in advance more enjoyable and enlightening for
Organised. Organised interviewers make the interview environment
the candidates.

An interviewer should be prepared for following three stages:

1) Before the interview,
2) During the interview, and
3) After the
interview.
S2.6.1. Before the Interview
the interviewer before the interview:
Following Furpose
preparation should be made by
of Interview: The interviewer should be
clear about the main reason for carrying out the
Interview and what exactly he/she wants from the candidates. number of
2) should be informed about the
Familiarising
with Relevant Information:
aOns received (both in written as well
Interviewer
as in e-mail form), resumes of the candidates, vacancies
dYalable, requirement for those job vacancies, etc.
88 Business Communication
3) Arrangements for the Interview: Scheduling the interview, i.e., deciding the date, time, venue for the
interview is the sole responsibility of interviewer. Size of the room, furniture within it, discipline
during the interview, temperature of the room, etc.. should be checked in advance by the 1nterviewer.
4) Organising the Interview: Before starting up the interview, interviewer can make a list of points to he
discussed in order to make the interview more organised and time-saving. Use of formal interview
evaluation form helps the interviewer to check the suitability of the candidate for the post available and
1S also considered as a good source of keeping interview record for future.

3.2.6.2. During the Interview

While carrying out the interview, the interviewer should be aware of following points:
that the candidate gete
) Healthy Opening: The interviewer should start the interview in such a way that
motivated to communicate freely and confidently. A healthy opening helps in creating a comfortable
environment for the interviewee.
the
2) Encouraging the Candidate: In case the interviewer observes nervousness on the face of
candidate, he/she should encourage the candidate and boost up his/her morale by usine
certain cheering words.
3) Explaining Main Purpose to Candidate: As soon as the candidate regains his/her confidence and starts
feeling comfortable, the interviewer should tell him/her the main aim of the interview.
4) Asking Questions: Interviewer should ask the questions regarding whatever he/she wants to know about
the candidate. Depending upon the choice of the interviewer, the questions can be either open-ended or
close-ended.

5) Wrap-up the Interview: The interviewer should wrap-up the interview by saying that he/she needs
some time to think over the entire interview that took place and can ask the
candidate to wait, if required.
3.2.6.3. After the Interview
Important points that should be well thought-out by the interviewer after the interview is over are as follows:
1) Unbiased Evaluation: Sometimes, it happens that the interviewer does not select a particular
candidate just because of his/her personal biasness. This unfairness must be avoided as it veils the
potentiality of the candidate.
2) Set Specific Standards: Specific standards should be established and followed by the interviewer for final
evaluation of a candidate so that the results remain impartial.

3.2.7. Technique of Interviewing

Conducting effective interviews requires a set of techniques that help interviewers gather
information, assess candidates, or obtain insights for research. Here are some key relevant
conducting interviews: techniques for
1)
Structured Interviewing: A systematic approach where interviewers ask a
to all candidates. It promotes consistency and predetermined set of questions
fairness, allowing for easier comparison of candidates.
2) Unstructured Interviewing: A more casual
and open-ended approach where the interviewer does not
follow a strict set of questions. It encourages a conversational and flexible atmosphere, allowing for in
depth exploration of the candidate's background and skills.
3) Behavioural Interviewing: Focuses on past
to provide specific examples of how they behaviour to predict future performance. Candidates are asked
handled situations in the past. Assesses a candidate's ability to
apply skills and experiences to real-world scenarios.
4) Situational Interviewing: Presents candidates with hypothetical
they would handle tBem. It evaluates scenarios related to the job and asks now
understanding of the job requirements. problem-solving skills, decision-making, and the candidate s
5) Panel Interviewing: Involves multiple
offers different perspectives and reduces interviewers (a panel) interviewing a candidate
individual biases in the assessment process. simultaneously.
 Communication (Unit 3) 89
Oral
Stress Interviews: Intentionally creates a stressful environment to observe how candidates handle pressure.
6) It assesses a candidate's composure, adaptability, and ability to perform under stress.
Group Interviewing: Definition: Involves interviewing multiple candidates at the same time. It evaluates
7) interpersonal skills, teamwork, and how candidates interact in a group setting.

8)
Probing and Follow-Up: Ask follow-up questions to gather more detailed information or clarification
on
the interviewee's responses. It explores deeper into the candidate's experiences,
skills, and thought processes.
3.2.8. Qualities of Interviewer
Following are the various qualities that an interviewer must possess:
) Knowledge Regarding Job: A good interviewer is well-informed about the position for which the
interview is being conducted. The interviewer cannot choose the best candidate if he/she does not know
enough about the duties, responsibilities, and qualifications needed for the job.
) Training and Experience: For an interview to be conducted successfully and quickly, the interviewer
needs to have the necessary expertise and training.
3) Listening Attentively: Good interviewers are usually attentive listeners. They tend to listen more than they
sneak. The listening tendency assists the interviewer in making a more accurate assessment. Many
interviews failed because the interviewer spoke rather than listening.
4) Emotional Maturity:Biases and excessive emotions should not be present in the interviewer. He ought to
be able to make a wise and logical decision about the circumstances.
5) Empathetic Attitude: The capacity to comprehend or experience another person's emotions or
viewpoints is known as empathy. The applicant's anxiousness and worry are lessened by the
interviewer's sympathetic behaviour. Good interviewers use a warm, welcoming tone to demonstrate
empathy for the interviewee.
6) Stable Personality: Personality is the manner in which one can leave an impact on the
thoughts of others.
In order to treat each interviewee uniformly, a skilled interviewer must have a stable personality. He
should
not express any preference for one interviewee over another.
7) Extrovert Behaviour: Another quality of a good interviewer is extrovert behaviour. This trait enables the
interviewer to be conversational, candid, and approachable.
8) Ability to Recognise the Uniqueness: Each interviewee possesses distinct features, qualities,
personalities, and experiences. An effective interviewer is able to determine which set of unique skills and
attributes are most appropriate for a given position.
9) Control of Anger and Aggression: The ability to control one's anger, arrogance, or
skill for interviewers who succeed. They should not be intimidating or aggressive. animosity is a critical
the They should not mislead
applicant or respond negatively to their remarks. A skilled interviewer helps the candidate get back on
track naturally when he shifts off topic.
10) Excellent Communication Skills: Effective communication is fundamental to all
human relationships,
wnether they are personal or professional. Therefore, it is good to set the right tone from the beginning and
Communicate regularly and effectively with job seekers throughout the recruitment procedure before they
become employees.
3.2.9. Qualities of Interviewee
Effective
increase interviewees exhibit certain qualities and behaviours that contribute to a positive impression and
their chances of success in a job interview. Here are some key qualities of a good interviewee:
1) Preparation:
i)
Research:
Demonstrate knowledge about the company, its values, and the role for which you are
applying.
ii)
Review Resume: Be familiar with your own resume and be ready to discuss your experiences and
achievements.
 Business Communicaticm
2) Communication Skills:
i) Clarity: Articulate responses clearly and concisely.
ii) Active Listening: Pay attention to the interviewer's questions, and respond appropriately.
3) Enthusiasm and Positivity:
i) Express genuine enthusiasm for the job and the opportunity to work with the company.
ii) Maintain a positive and professional demeanor throughout the interview.
4) Adaptability:
i) Demonstrate flexibility and the ability to adapt to different situations or challenges.
i) Showcase your capacity to learn and grow within the role.
5) Self-Awareness:
i) Understand your strengths and weaknesses.
ii) Be prepared to discuss areas where you can contribute effectively and areas where you are looking to
develop.
6) Confidence:
i) Project confidence in your abilities and qualifications.
i) Maintain good posture and make eye contact to convey assurance.
7) Questioning Skills:
i) Ask thoughtful and relevant questions about the company, team, or role.
ii) Show genuine interest in understanding more about the organization.
8) Problem-Solving Ability:
i) Demonstrate your problem-solving skills by discussing past experiences or scenarios.
ii) Showcase your ability to think critically and make sound decisions.
9) Teamwork and Collaboration:
i) Emphasize your ability to work collaboratively with colleagues and contribute positively to ateam.
ii) Provide examples of successful teamwork experiences.
10) Professionalism:
i) Dres appropriately for the interview and present yourself in a professional manner.
i) Use respectful language and behaviour throughout the interview.
3.2.10. Process of Interview
The several steps followed while conducting an interview are as follows:
Preparation for the Interview

Conducting the Interview

Closing the Interview

Evaluation of Interview Results

Figure 3.1: Process of Interview

1) Preparation for the Interview: The preparation of the interview should be made well in advance
because
it not only helps in covering the most important aspects but also helps the interviewer to learn relevant facts
that may be required during the interview. The preparations that are required to be done byan
are as follows: organisation
i) The type of interview to be conducted should be selected according to the requirements of the iob.
ii) The main focus of the interview process should be to determine the understanding and skills
encompassed by the candidate as per the demands and nature of the job.
ii) The number of interviewers while conducting interview should be clearly specified.
 Communication(Unit3) 91
Oral

iv) The data collected about the applicants through other selection processes should be reassessed. Besides
this,the scores obtained should be re-evaluated and the reliability of the methods used must be checked.
WAll the decisions regarding the techniques to be used, the area to be covered, and the questions to be asked,
the timing to be set, etc., should be prepared well in advance and as per the organisational planning.
v) The place where the interview is to be conducted should be set in such a way that the interviewer and
the applicant both feel comfortable.
) Conducting the Interview: This step, although most important one, is a very difficult task. Maximum
numbers of managers do not wish to perform this job as they find this function the most complicated one in
entire interview process. There are certain tasks that are to be performed by the interviewer while carrying
out the interview. Some of them are as follows:
i) Opening the lnterview: In order to make the interviewee comfortable and confident, the interviewer
opens the interview with great enthusiasm, effective vojce and personality. By this, he is able to achieve
the confidence of the candidate.
i) Get Complete and Accurate Information: The interviewer must accumulate complete and exact
outlook
information about the applicant regarding his qualification, experience. knowledge, behaviour,
and skills using the planned interview.
suitable according to
ii) Recording of Observations and Impressions: To check whether the applicant isimpressions
and about the
the job requirement or not, the interviewer needs to record the remarks
candidate that came into his mind during the interview process.
3) Closing the Interview: Obviously, concluding the interview is equally important as its starting. The closing
time limit without giving any
of the interview process should be friendly and must be finished in a certain
negative vibes to the applicants.
is done by a group of
4) Evaluation of Interview Results: After the closure of interview, the evaluation
positive as well as
experienced interviewers. This evaluation is carried-out in order to determine the
affects the selection process and is
negative aspects of the candidate. Appraisal of interview grades mainly collected
based on the observations made by the interviewer and the information during the entire process.
While assessing the results of the interview, the interviewers should make sure that the skills and
qualifications of the applicant should fulfil the requirements of the job.

3.2.11. Advantages of Interview

Interview is advantageous for both employers and job seekers:
1) Employers: Advantages of interview for employers are as follows:
i) Provides Information about Job-Seeking Candidate: An interview helps an employer in gathering
complete information about the candidate looking for the job. An interview obtains information about
an individual pertaining to his/her cultural and educational background, work experience, intelligence
quotient, communication skills, personality type, interests, social behaviour, etc.
i) Helps to Select the Right Candidate: An interview facilitates face-to-face conversation of the
interviewer with the candidates. Thus, an interviewer can take an accurate decision about the selection
or rejection of the candidate. A personal interview is the best option to be used by interviewers while
selecting the right person for the right job.
iii) Improves Goodwill of Employers: An interview acts as a public-relation tool. An interview must be
administered properly in a congenial environment. The candidates called for interview should be dealt
with dignity and respect. There should be an effort towards making the candidate feel happy about the
employer, irrespective of being selected or rejected. This will enhance the employer's image. Thus, a
good interview session always adds to the goodwill of the employer.
iv) Helps in Promnotions and Transfers: An interview helps an employer in assessing his/her staff for the
purpose of promotions,transfers, etc.
2) Job Seekers: Advantages of interview for job seekers are as follows:
i) Provides Employment Opportunity: An interview helps the job seeker by providing an
opportunity for employment. It aids a candidate in presenting and conveying his/her vision, beliefs
and thoughts to the employer.
 Business Communication
92

ii) Helps interview helps the candidate by providing

Candidates Accept or Reject the
to Job: An
candidate
of the compensation,
is thus aware transfers. and other
information pertaining to the job and the employer. A promotions and
perks and allowances, working conditions, job security, chances of the candidate to clear all his/her
to
employment benefits, if any. An interview provides an opportunity
sensible decision for his/her career regarding
doubts about the job. This also helps him/her in taking a
accepting or rejecting the job, if offered. candidate to build
opportunityto the
iii) Helps Job Seekers to Increase Contacts: An interview gives an where a candidate is rejected in
contacts with the interviewer and other candidates as well. So, in case, him/her in succeeding efforts.
his/her very first effort of ajob hunt, then these contacts perhaps can help

3.2.12. Disadvantages of Interview

Disadvantages of interview are as follows:
in terms of time and money.
1) EXpensive: Biggest disadvantage of interview is that it is expensive
disadvanta oe is that sometimes an interview gets attected
4)SuDJect to Bias and Personal Traits: Another asked hy the interviewer, his way of interaction, false
negatively by the manner in which auestions are defective memories, lack of
recording, and at the same time by the respondent's wrong perception,
expression, etc.
netective in Some Areas: Face-to-face interviews are often incapable of gathering personal and financial
D) questionnaires, especially if there is
information. Such kind of information may be obtained through mail
no compulsion to share their personal information.
disadvantage as it causes the problem of recording
4) Recording Complexities: An interview has a taking is supposed to be a distraction for both the
information collected from the candidates. Note
interviewee and the interviewer as it interrupts the flow of conversation.
5) Demands Skilled Interviewers: An interview requires a set of development highly skilled interviewers, whose
availability is limited and the time and cost spent on their training and is also high.
interview. This
6) Subjective: Sometimes, there are chances of personal biasness in case of personal
problem also may take place if the investigators are doing partiality and are trying to leak the possible
answers to the candidates.
7) Difficulty in Analysis: The results of an interview are very difficult to be analysed because of the
subjective nature of the information as well as distortion in the communication.

3.3. COMMUNICATING WITHIN GROUP

3.3.1. Introduction
Group communication is an important aspect of the corporate world. It facilitates cooperation among executives
and helps in creating a healthy business environment. It is a form of written or oral message, transmitted within
a group, so that each member can have mutual acceptance and understanding. An effective and proper group
communication helps in reducing confusion and misunderstanding in the workplace and fosters clarity of roles
and responsibilities of all group members. It also helps in removing communication bariers among group
participants by developing asense of freedom to express their viewpoints.
Good interpersonal skills are essential for developing an effective group communication. An individual can
develop such skills by developing the ability to express his thoughts and viewpoints in a professional manner
and by identifying the right way to communicate with others. It 1s also important to clearly understand the
obiective of the communication for minimising any wrong interpretation or misunderstanding. Maintaining a
'tse attitude towards the communication process 1s alsO a pre-requisite for the group
members.
Dealing with a single individual is simpler and streSs-Iree than to deal with a group of people. Managing group
oommunication can become more dificult wnen team members belong to different cultures or bave different
innal levels. Therefore, members of the group Siouid respecttully resolve any conflict or dispute.
rising
hetween the communication process, by acceping and understanding individual differences
 Communication(Unit 3) 93
Oal

33.2. Goalssof Group Communication

Following arethe various goals of group communication:
To Distribute ldeas: Different members of the group have diverse ideas about how a task can be
)
accomplished. Some of these ideas may be practical or workable, while others may not. Butit is necessary
hat all such ideas are distributed and evaluated.
To Avoid Duplicate Work: Duplicate work is unproductive which leads to wastage of time and money. 1t
also increases confusions and decreases the morale of team members. Through effective group
communication, such duplications can be minimised.
t) To Remove Confusion: Often, different team members present different reporting for similar work setting
This happens due to unidentified communication gaps between team members which creates contusion.
Thus,effective group communication leads to the elimination of such confusion in the group.
4) To Monitor Progress: Group communication also helps group members to monitor the progress of the
assigned work. This can be done through weekly group meetings and review programmes. Different groups
and team members can be encouraged by announcing, celebrating or rewarding accomplishments of other
groups or team members.
communications between
5) To Provide Feedback: Group communication also fosters two way feedback
bosses and their subordinates. For continuously motivating and encouraging team members toward work, a
positive feedback is quite essential.
in making effective decisions
6) To Take Efficient Action: Effective group communication helps individuals misinterpretation of goals
and implementing efficient actions towards a particular problem. It also reduces
among group members, which resists them from taking improper actions.
communication connects team members with the
7) To Encourage Dynamic Change: Effective group group members with newest market fluctuations and
dynamic changes in external environments. It updates
helps organisation to cope effectively with these changes.
3.3.3. Tools for Group Communication
Some of the basic tools which aid in effective group communication are:
tools for effective group communication. An
1) Meetings: Meetings are one of the most important developed through well-organised meetings
environment of high and effective interactions can be
conducted at regular intervals.
mind mapping, etc. Meeting: can
There are various forms of conducting meetings such as brainstorming,
Skype) in cases where concerned
also be arranged through video conferencing programmes, (such as reduces the cost of
as it
members are not physically present. This is a growing trend in many organisations
conducting meetings while simultaneously ensures timely communication.
a superior to his subordinate for
2) Memorandums: A memorandum is a small note written by manager or communication. Memos are
conveying some useful information. It is a written form of inter-organisation
widely used as a tool for effective group communication.
observations to their subordinates
The senior officers can pass on routine messages, instructions, guidelines,
contain adverse or
as a part of their work. Mostly, they contain positive messages but they may also
negative remarks.
which contains vital information and
3) Press Releases: A press release is a form of written communication, television or
announcements, directed to group members. It is usually passed through press or media like
or indirectly, in a general manner.
internet. Organisations may choose to convey the message either directly messages, organisation brochures,
Direct messages can take the form of personal letters, emails, telephonic information at a wide scale.
provides
etc. It is a potential tool for effective group communication as it
4) Conference: Conferences are large-scale meetings, where number of contains groups can be simultaneously
addressed and communicated about particular information. It usually organisational matters,
assignments, etc. They are often held
technical developments, new product development, special work
annually or semi-annually, depending upon the organisation.
94 Business Communication
5) Seminars: Seminars are similar to conferences, but are usually conducted on asmaller scale.
mainly conducted for holding group discussions and conveying useful information. TheTheyht are
difference between a conference and seminar is that a conference generally has a
scope and is informal, while a seminar is more focused with a formal approach. Thus, the m
objective of seminars is to exchange ideas and knowledge among group members, for facilitatin
effective group communication.
6) Workshops: Aworkshop can be defined as "a period of discussion or practical work on a particular
subject in which a group of people learn about the subject by sharing their knowledge or experience"
The focus of a workshop is more on the practical aspect of the topic and involves the training and
realistic implementations.
Under workshops, an expert of a particular field addresses the team members to inform them about a
topic. The participants then try to solve the problem with their individual abilities and discussions
Thus,conducting workshops is also an effective medium of group communication.

3.4. EXERCISE
3.4.1. Short Answer Type Questions
1) What is oral communication?
2) What do you mean by interviewing?
3) What is group communication?
4) Explain the objective of interview.

3.4.2. Long Answer Type Questions

1) Explain the principles of oral communication. Also discuss the media of oral communication.
2) Discuss the types of interview. Explain the various techniques of interview.
3) Describe the art of effective interviewing.
4) Explain the planning of interviewing.
5) What are the qualities of interviewers and interviewee?