Ten Marks

1. History of Communication

All animal species have perfected a system of communication, but humans are the only
species capable of spoken language. Effective communication is essential for a variety
of reasons. It serves to inform, motivate, establish authority and control, and allows for
emotive expression. For humans in particular, communication is also vital for creating a
sense of social cohesion. Just as mankind has evolved over the centuries, our means of
communication have followed suit. What began as primitive cave paintings and signed
language has morphed into an endless variety of ways to express oneself to other
humans.

Early Communication Methods

Communication has existed in various forms since man appeared on Earth. The
methods, however, consisted of a disorganized set of signs that could have different
meanings to each human using them. It wasn’t until three million years after man’s debut,
around the year 30,000 B.C.E, that communication began to take on an intentional,
manufactured format. The most wellknown form of primitive communication is cave
paintings. The artistic endeavors were created by a species of man that appeared around
130,000 B.C.E, the homo sapiens. The method involved creating pigments made from the
juice of fruits and berries, colored minerals, or animal blood. These pigments were then
used to create depictions of primitive life on the cave walls. The purpose of the paintings
has been questioned by scholars for years, but the most popular theory states that the
depictions were used as a manual for instructing others what animals were safe to eat.
Other forms of early communication existed, although they were less popular for a variety
of reasons. Story telling was used to pass on important information in the days before the
existence of the written word. However, since man still lived in separate tribes, this
information could not be applied outside one’s own tribal community. Drums and smoke
signals were also used by primitive man, but were not the most practical means of
communicating. Both methods could attract unwanted attention from enemy tribes and
predatory animals.

These methods were also difficult to standardize.

• How Languages Came to Be: A discussion of the advent of human language, and the
various ways in which it evolved over the years.

• Primitive Art: A website describing early forms of cave painting and theories on why they
came to exist.

Early Handwritten Documents/Books:

Those with the proper education to do so were handwriting books and documents for well
over 1,000 years before the invention of the printing press. The word “manuscript” is
derived from the Latin term “libri manu scripti” which translates to “book written by
hand”. Most handwritten manuscripts were written on vellum as paper was not widely
available. The majority of books and documents written were of a religious nature. This
was due to the fact that writing a religious piece was viewed as a form of worship, and
also that most books were written by monks in monasteries. Literacy rates were
incredibly low during the time of handwritten books, and few citizens had time for
pleasure reading. Only the monks and the very wealthy were given the opportunity to
become literate. Two important periods stand out when one is investigating early books.
The time between the 7th and 13th centuries was considered the age of the religious
manuscript. The 13th century, however, brought about exciting change in the realm of the
written word. For the first time, secular books were produced for the sake of spreading
knowledge not relating to religion. The catalyst for this change was the rise of universities
in Italy, and the return of the crusaders from Byzantium. The Renaissance had begun.

• Important Periods in the History of Books:

A description of the periods in history that had a direct impact on the evolution of books.

• Handwritten Books: A website with important handwritten book information.

Printing Press

In 1448, a man named Johann Gutenberg revolutionized the way books were made
forever. An inventor born in Germany, Gutenberg had a vision of a device that would
utilized movable type using blocks with pre-printed text. This method, combined with the
use of paper, ink and a printing press allowed for books to be mass-produced, and greatly
reduced the price. Gutenberg made his first device by adapting a wine press to remove
the water from paper after printing. Gutenberg’s initial project with his new invention was
a reprint of a Latin speech book. When this was a success, he embarked on his most
famous printing project- the printing of the Gutenberg bibles. His were the first bibles
printed in Europe. Gutenberg’s invention took awhile to catch on as the bourgeoisie of the
day still wanted to keep the peasants uneducated.

• Johann Gutenberg: An authority of biographical information about Johann Gutenberg

Letter Writing and the Postman

Letter writing has been a means of communication for centuries. However, it was an
inefficient means of communicating as one had to wait until another person was traveling
before their letter could be sent. In addition, there was no guarantee when, or if, the letter
would ever reach its destination. Given that most people never traveled more than 50
miles from the place of their birth until fairly recently, the need for an organized postal
system was not a top priority for any country. As with all things, a project will not be
funded if it is not deemed necessary. Enter the United States circa 1775. Ours was a
nation with a rapidly expanding population and territory. The first United States Post
Office was created in 1775, and Benjamin Franklin was named the first Postmaster
General. The system caught on quickly and rapidly expanded. By 1828, the United States
had 7,800 post offices which made it the largest postal system in the world. Mail was
transported primarily by train, which ran on a schedule and was efficient and reliable.
Letter writing also gained popularity as more Americans moved out west and wanted to
keep in touch with loved ones back east.

• Smithsonian Post Bibliography: The Smithsonian’s history of the United States colonial
postal system.

• Colonial Era Communication: A site with general information on communication during

the colonial period, including the heated Stamp Act which contributed to the
Revolutionary War.

Telegraph

Evolution of all things, communication included, involves the desire to perform tasks
more quickly and efficiently. This desire was realized with the invention of the telegraph.
The logistics of telegraphic communication involve the sending of
electrostaticallygenerated signals through a wire. The system involves three main
components- a battery to supply the electricity, a key used to complete or break the
circuit, and an electromagnet at the receiving end which consists of a wire that pulls on
a piece of metal when electricity passes through it. Attributing the invention to a specific
person is a subject of hot debate. In America, the telegraph is attributed to Samuel F.B.
Morse, but his 1837 version was far from original. An Englishman by the name of William
Watson had devised a way to send messages via telegraph in1747. The revolution of the
telegraph allowed for instant communication across long distances, something that had
previously been unheard of. The technology was particularly useful during wartime to
transmit pertinent information, and the first telegraph stations were set up along
railroads as the necessary poles were already erected. The telegraph was also popular
among the Victorian set. Those of the upper class used the telegraph for personal
communications, but those of lower economic status were excluded from the
technology due to the cost involved in sending a telegraph.

• The Victorian Internet: A description of how the telegraph was used for personal
communication during the Victorian era.

• How Telegraphs Work: A technical breakdown of how the telegraph operates

Telephone

Today we take the ability to use a telephone for granted, but in 1876, Alexander Bell was
busy realizing a dream that he hoped would once again revolutionize communication.
Like all inventors, Bell was perpetually curious and always on the lookout for empirical
evidence of the new and interesting. Bell observed that sound vibrations could be
transmitted through the air, and received at the same pitch in another room. Bell wanted
to transfer sound and pitch across a wire, and ascertained that this would be possible by
reproducing sound waves in a continuous, undulating current. Once proving this theory,
Bell realized the same concept could be applied to human speech as it is composed of
many complex sound vibrations. A few trial and errors later, and the modern telephone
was born. Given our reliance on telephones today, it is surprising to know that Bell’s
invention was initially quite unpopular. The telephone did not generate nearly as much
excitement as the telegraph had a few decades earlier. This may have been due to the
fact that Americans love novelty, and Bell’s concept was not entirely new. The telegraph
had cornered the long-distance contact market. The lack of popularity may also be
attributed to the cost of telephone service. Most original telephone service subscribers
were corporations as a year of service cost $72. Residential service cost a family
approximately $60 per year. In the 1800’s, this was a substantial sum of money to be
spent on an unnecessary device.

• Bell’s Telephone: Biographical information on Alexander Bell and his original concept
for the first telephone

Radio

During the early 1900’s, a new form of communication and entertainment took the world
by storm. What began as short-wave communication used during WWI blossomed into
the hottest communication technology of the era once the war had ended. Amateur
broadcasting began around 1914, commercial broadcasting didn’t hit the air waves until
1920. Radio was unregulated until 1925 when the Federal Communications Commission
stepped in. At this point, approximately 2 million homes had radios and there were
several hundred stations broadcasting thousands of programs. The technology advanced
so fast that new radios were obsolete within 3- 6months. Radios were incredibly popular
during the late 1920’s and early 1930’s due to the Great Depression and also the “flapper”
movement. The American people loved to dance, and most other forms of entertainment
were too expensive. The technology really took off in 1933 when Edwin Armstrong, “the
father of FM radio”, invented frequency-modulated radio. By the 1940’s, the number of
radios in American homes had doubled, and 800,000 FM receivers were produced in 194

Photography

A picture is worth 1,000 words, or so the saying goes. Unlike other forms of
communication photography is a more subjective form of art. A picture can be
interpreted a million different ways by a million different individuals, whereas other forms
of communication tend to be intent on conveying one message. Most people love to be
photographed and man’s vain desire to depict himself has been apparent since the
discovery of the first cave paintings. Capturing an image of the self guarantees a place a
in history for that individual. They are sure to be remembered even after they have passed
away. The first attempts at photography began in the early 1800’s but had poor results.
The discovery of using reverse colors, what we today call a “negative”, greatly advanced
the art of photography. The process of how a photo was taken and developed remained
largely unchanged for 150 years until digital technology caught up. These days a piece of
equipment that was once used only by professional photographers is accessible to
everyone. There are several varieties of cameras to choose from at any electronics stores,
and even cell phones have cameras! Regardless of how much the technology of
communication continues to advance over the years, the photo will always hold a special
place in history as the pioneer of capturing the human image for eternity.

Television

Television made its official debut at the 1939 New York World’s Fair. It was seen as an
amusing, but unnecessary, appliance and the radio continued to be the favored form of
communication. Radio’s popularity sky rocketed at the start of WWII as televisions were
not yet equipped to provide accurate and timely news. All that began to change in the
late1940’s. Four million TV sets were produced that year, but a 10-inch screen set cost
over $200 making it an unattainable luxury for many families. As the years passed, prices
for televisions dropped and now the majority of homes have at least one television. It is
safe to theorize that few forms have communication have had as large an impact on
society as television. What was once a luxury item, is now an essential. Ours is a global
society obsessed with television. Humans are reliant on their televisions for constant
entertainment. Even the news, which was once taken very seriously, has been turned into
cheap entertainment by many networks. The repercussions of this reliance on television
may not be realized for many years, but they will eventually surface.

Cell Phone

It may be hard to believe but the first cell phone research began in 1843 when Michael
Faraday conducted research to see if space could conduct electricity. Fast forward to
1973, and Dr. Martin Cooper is credited with inventing the first portable handset. Four
years later, cell phones go public. In the 37 years the cellular phone industry has existed,
the market has grown from $3 million annually to an industry that commands $30 billion
annually. The customer base has also expanded from an initial trial population of 2000 to
more than 60 million cellular phone owners in the United States. Who uses cell phones?
Everyone! Cell phones can be found everywhere in modern America. Landlines are slowly
becoming obsolete as everyone from senior citizens to elementary school students
acquires their own cell phones. The convenience of having a phone at the ready is a
concept that is very easy to market, but the fact that higher stress rates have been linked
to this phenomenon of constant contact is a commercial you won’t be seeing anytime
soon.

Internet
The original Internet was invented in 1967 for military purposes. An Internet in its most
basic form is simply a group of computers able to connect to each other and share
information. This included electronic mail (email) and the use of sites containing vital
information (websites). Once the Internet started to catch on it was used primarily by
corporations for collaboration purposes. Today the Internet is available everywhere and
to everyone. It is used for a variety of reasons including socializing, conducting research,
and advertising. It has even surpassed the television as a source of communication
because you can receive any information you want instantaneously. One click of a button
and a website will load with whatever information you have requested.

• Internet Timeline: A website with information about the Internet from its primary
conception to what we know and use today.

• Changing the Way We Communicate: A site with a variety of links on the different ways
to communicate and research on the Internet.

Social Media and Blogging

Social media defined is a special class of websites designed to meet three specific
criteria. These criteria include-the majority of the content on the site is user generated,
there is a high level of interaction between social media website users, and the websites
are easily integrated with other websites. One of the most popular social media platforms
is blogging. A weblog or “blog” was first developed in 1997. A blog makes it possible for
any person with Internet access to create a type of website without having to be familiar
with any form of HTML coding that is generally necessary to create a website. Blogs are
replacing journals as a form of self expression for many young people today. Social media
and blogging have had a significant impact on personal and professional relationships.
Reputations have been made and destroyed with a few keystrokes. Yet, having a web
presence is vital in today’s society and economy. Does your company want to market a
product to young adults? You can find them on the Internet. Do you want to increase your
popularity, and see and be seen? Create a social media site devoted exclusively to you.
The social lives of many young people today revolve around social media and blogging,
and this isn’t necessarily healthy. You lose a sense of reality when all of your
communication is conducted electronically.

2. Communication Process

How do we describe communication process?

“The transmission of the sender’s ideas to the receiver and the receiver’s feedback or
reaction to the sender constitutes the communication process”.

The main steps of this cycle are as follows:

1. Input: the information or ideas the sender wants to give the receiver.
2. Channel: letter, fax, phone call, electronic mail, etc.

3. Message: the actual message that is sent.

4. Output: the information the receiver gets

5. Feedback: the receiver’s response (or non-response) to the message

6. Brain drain: the possibility of misunderstanding at any step (or Breakdown

Or

The process of communication consists of the following steps or stages:

(i) Message: This is the background step to the process of communication; which, by
forming the subject matter of communication necessitates the start of a communication
process. The message might be a factor an idea, or a request or a suggestion, or an order
or a grievance

(ii) Sender: The actual process of communication is initiated at the hands of the sender;
who takes steps to send the message to the recipient.

(iii) Encoding: Encoding means giving a form and meaning to the message through
expressing it into – words, symbol, gestures, graph, drawings etc.

(iv) Medium: It refers to the method or channel, through which the message is to be
conveyed to the recipient. For example, an oral communication might be made through
a peon or over the telephone etc.; while a written communication might be routed
through a letter or a notice displayed on the notice board etc.

(v) Recipient (or the Receiver): Technically, a communication is complete, only when it
comes to the knowledge of the intended person i.e. the recipient or the receiver.

(vi) Decoding: Decoding means the interpretation of the message by the recipient – with
a view to getting the meaning of the message, as per the intentions of the sender.

It is at this stage in the communication process, that communication is philosophically

defined as, ‘the transmission of understanding.’

(vii) Feedback: To complete the communication process, sending feedback to

communication, by the recipient to the sender is imperative. ‘Feedback’ implies the
reaction or response of the recipient to the message, comprised in the communication.
All told, communication is a circular process, as illustrated, by means of the following
circular diagram:
In order to be effective and meaningful, the managerial function of communication must
be guided by the following principles:

(i) Principle of Understanding: Communication must be such, as transmits

understanding of the communication message to the recipient as per the intentions of
the sender. A practical application of this principle requires that the message must be
clearly expressed whether made orally or in writing.

Further, the message must be complete – leaving no scope for any doubts likely to
confuse the recipient and compel him towards a misinterpretation of the message.

(ii) Principle of Attention: Communication must be made in such a manner, that in invites
the attention of the recipient to it. For a practical application of this principle, it is
imperative that not only must the message be expressed in a pleasant and sound
manner; but also the purpose of the sender in making communication, must be
absolutely clarified.

(iii) Principle of Brevity: The message to be communicated must be brief; as usually the
recipient, specially an executive, would not have much time to devote to a single piece of
communication. However, brevity of the message must not be sought at the cost of clarity
or completeness of the message. The sender must strike a balance among these three
factors -brevity, clarity and completeness.

(iv) The Principle of Timeliness: The communication must be timely i.e. it must be made
at the high time, when needed to be communicated to the recipient. An advance
communication carries with it the danger of ‘forgetting’, on the part of the recipient; while
a delayed communication loses its purpose and charm, and becomes meaningless,
when the right time for action on it has expired.

(v) The Principle of Appropriateness (Or Rationality): The communication must be

appropriate or rational, in the context of the realization of organizational objectives.
Communication must be neither mpracticable to act upon; nor irrational, making no
contribution to common objectives.
(vi) Principle of Feedback: Communication must be a two-way process. The feedback (or
reaction or response) of the recipient to the message, must be as easily transferable to
the sender, as the original communication made by the sender. The idea behind
emphasizing on the feedback aspect of communication is that it helps the sender to
modify his subsequent communications in view of the reactions of the recipient – making
for better and improved human relations.

(vii) Principle of the Constructive and Strategic Use of Informal Groups: The management
must not hesitate in making a constructive and strategic use of informal groups, for
ensuring and facilitating speedier communication in emergency situations. Such a use of
informal groups would also help develop good human relations by upgrading the status
of informal groups and their leaders.

However, management must assure itself that rumors are not spread by informal groups
and for this, a guard over the manner of functioning of informal groups, while transmitting
a formal communication, is but imperative

5 Marks

Effective communication is essential in every aspect of our life, whether it be at

home, at work, or with our friends. A person who can communicate effectively will
always have an advantage when dealing with people. Fortunately, there is a guideline
that one can follow to implement the habit of effective communication. The 7 C’s of
communication are 7 attributes that you need to keep in mind while communicating
your message.
The 7 C’s of communication are as follows:
• Clear
• Concise
• Concrete
• Correct
• Consideration
• Complete
• Courteous
Let us take a look at each attribute in detail with examples for implementation

1.) Clear
Convey your message in an easy-to-understand manner. Use short simple sentences
while speaking or writing. The aim is to share your thoughts and ideas with utmost
clarity. Clear messages consist of exact and concrete words.
Bad Example
Hi Pete,
I would like to schedule a meeting with you in regards to yesterday’s conversation.
The topics you covered were great, and I’d like to speak about them in detail. Please
let me know when you would like to have this meet.
Regards,
Chris
In the above example, we do not know which conversation Chris is referring to. If
Chris had met Pete on multiple occasions that day then he wouldn’t know what Chris
is actually talking about.
Good Example
Hi Pete,
I would like to schedule a meeting with you in regards to your presentation on email
marketing. The topics you covered were great, and I would like to discuss
implementation on our current clients. Please let me know when you have the time
so that we can discuss it in detail.
Regards
Chris
In this example, the reader knows exactly what is expected of him because the
message is clear.

2.) Concise
Concise means to be to the point without using a lot of words. Avoid using filler
words like “you see”, “at this point of time”, “a lot of sense”, “kind of”, “what I mean”,
“sort of”. You need to ask yourself if there are any unnecessary sentences and if you
have written the same points multiple times. Being concise saves the time of both
you and your reader and adds value to your message.
Bad Example
Dear Bharat,
I wanted to talk about the video editing ideas we sort of planned out the other day.
Don’t you think it would make a lot of sense to also add additional elements to the
videos? I mean, I think that would sort of improve the quality of the videos as well as
have a stronger impact on the client’s message.
For instance, we could add a dissolve transition to each movie, which would then
give it a seamless flow. This would then make the video cleaner and be more
appealing in the minds of the people. The impact would just be a lot greater. This
makes a lot more sense according to me.
What do you think?
Regards
Aaron
There is a lot of repetition in this email and it is quite long. The email can be made
shorter and to the point.
Good Example
Dear Bharat,
I wanted to discuss the video editing ideas we planned out yesterday. It would be
better to add additional elements to the video in order to have a stronger impact on
the client’s message.
A dissolve transition would give a seamless flow to each movie and make the videos
cleaner and appealing in the minds of the target audience.
What do you think?
Regards
Aaron

3.) Concrete
Concrete messages are clear and usually supported with facts. It gives a laser focus
touch to your messages without being vague. There are details in the message
without it being too long. A concrete message is solid and specific.
Bad Example
Save time with the Indicator Master Every Day
This kind of tagline does not give the user any details. There are no facts and it’s
vague. People might not download this application since it’s not concrete enough to
entice the user.
Good Example
Have you ever been late for a meeting just because you didn’t know the train
schedule? Hate waiting for a bus because you don’t know its timings? Then
download the Indicator Master app. It will give you all the train and bus schedules so
that you can avoid delays and save time!

4.) Correct
Make sure all your facts and figures are accurate with no grammatical errors. Always
proofread your work before presenting it. A correct message with viable facts will
add credibility to your work.
Bad Example
Hi Sam,
It was wonderful meeting you last weak. I had a good time. I’m sure we will be able
to do some great work on this project. Let me know weather you need any supplies
from the company and I’ll get them delivered as soon as possible.
Thanks again, speak to you soon!
Regards
Desmond
If you noticed in the above email, there are two errors. The first one is the writer has
spelled week incorrectly and the second is the use of the word weather instead of
whether. Spell checkers don’t always work so make sure you proofread everything.

5.) Consideration
Consideration is simply keeping in mind the audiences requirements and views while
formulating your message. Follow the ‘You’ approach when dealing with your
audience. Consider their level of education, interests, mindsets, etc. Emphasize what
is possible rather than what’s not when dealing with them. This will result in positive
outcomes during your interactions

6.) Complete
A complete message gives the user all the information and is clear and detailed.
When your message is complete, your audience knows exactly what needs to be
done. Make sure all the facts you want to convey in your message are accurate and
there is a clear call to action present in your message.
Bad Example
Hi Guys,
Please make sure to carry all the items tomorrow for the meeting.
Regards
Amar
The message is clearly incomplete. There are no details as to what items, which
meeting, and at what time.
Good Example
Hi Guys,
Just a reminder that we have a meeting scheduled at 10.00 am tomorrow to discuss
the Britannia event. Please make sure you get all the event props that need to be
presented to the client.
Regards
Amar

7.) Courteous
Being courteous is the most important attribute of communication. Always be
friendly and honest. Respect the speaker while you communicate. Even if you have
some feedback that needs to be pointed out, it can be conveyed in a constructive
manner. A courteous message will leave the speaker in a positive mindset rather than
negative one.
Bad Example
Dear Suzie,
I have noticed that there are always delays in the orders. You need to focus on the
orders department as a priority. Please get all the orders cleared ASAP!
Regards
Greg
There is a very good chance that the reader will get angry if they receive a message
like this. It might result in creating a toxic environment rather than solving any issues.
Here is another way you can convey the same message:
Good Example
Dear Suzie,
Thank you for your work at the book fair. I have noticed that there are orders
pending which need to be cleared on priority. I would appreciate it if you could focus
on getting these cleared so that we can avoid any delays to the customer.
Thanks a lot, and please let me know if you have any questions regarding the same.
Best,
Greg
Now you can see that the same message has been conveyed in a constructive and
positive manner. The reader would be more likely to respond positively in this case
rather than react.

Conclusion
The way we communicate is a huge factor in how successful we are in life. If we
communicate effectively, it gives us more credibility in our jobs as well as personal
life.
Using the 7 C’s of communication, that is when you’re clear, concise, concrete,
correct, consider the speaker, complete and courteous, with your message, you will
become an effective communicator and find more success in your interactions with
people.
2. Internal and External Business Communication

Types of Business Communication

Internal, Upward Communication This type of business communication is anything that

comes from a subordinate to a manager or an individual up the organizational hierarchy.
Leaders need information to flow upwards to have a true pulse on the operations of the
company. Most communication that flows upward is based on systematic forms, reports,
surveys, templates and other resources to help employees provide necessary and
complete information. For example, a sales report might include the total number of
pitches, along with the actual sales. It may also ask for feedback such as a summary of
problems or successes that management would like to track.

Internal, Downward Communication

This is any type of communication that comes from a superior to one or more
subordinates. Communication might be in the form of a letter, a memo or a verbal
directive. Leaders should keep communication professional and clear with
subordinates. For example, a memo regarding a new operations procedure might involve
safety requirements and new regulations. There should be no room for interpretation of
the safety requirements; the language should concisely explain exactly

Internal, Lateral Communication

Lateral communication is the talking, messaging and emailing among co-workers in the
office. This might be cross-department communication or just internal department
dealings. An example of a scenario involving cross-department communication is where
the fulfillment manager has a question about a special order, and is requesting
clarification from the sales representative via an email or office messaging system. Those
in the same department might communicate to provide updates on status reports and
coordinate schedules. Co-workers should always be encouraged to communicate in a
respectful and professional tone when at work.

External Communication

External communication is any communication that leaves the office and deals with
customers, prospects, vendors or partners. It could also involve regulatory agencies or
city offices. Sales presentations or marketing letters need to be exciting to generate
interest from the customer but they also need to be factually based. When corresponding
to outside entities for partnerships or other business administration needs, state the
purpose and be concise in communication, whether oral or written. Respect people's
time by getting to the point

3. Written Communication:

The communication which is performed through any written document is called written
communication. When messages or information is exchanged or communicated in
written form is called written communication. It is a word based communication system.
Memos, letters, reports, notes, email etc. Is used to transmit meaning in written
communication.

Definition:
According to Bovee and others, “Written communication is the expression of ideas
through words that are meant to be read.”

According to C.B. Mamoria, “A written communication process is always put into writing
and generally used when the audience is at a distance or when a permanency of record
is required.

According to Ricky W. Griffin, “Written communication is the message that is encoded

and transmitted in written form.”

According to R. Pal and J.S. Korlahlli, “Everything that has to be written and transmitted
in the written form falls in the area of written communication.”

Advantages of written communication:

1. It has the advantage of providing records, references, etc. In the absence of ready
reference, great confusion may be created and the working of the organization will
virtually come to a halt.

2. It promotes uniformity in policy and procedure. It is the only means of laying down clear
guidelines for the working of the organization.

3. It gives access to a large audience through mass mailings. It is common practice on

the part of well known organizations to reach out to people at large and win customers
through wisely drafted ‘mail shots’ or unsolicited circulars. For example whenever a new
brand of two-wheeler is introduced in the market, or a bank comes forward with some
attractive deposit/investment scheme it manages to get names and addresses of all the
members of an institution/organization offering them their services on easy terms.

4. Maintenance of proper records, letters, reports and memos builds up legal defenses
of the organization. Organizations usually have their legal advisors who cannot be of any
help unless proper records are made available to them.

5. Good written communication builds up the organization’s image. It is not at all

surprising, therefore, that the outgoing letters/messages of certain well-known
companies are cited as examples to be emulated.

6. Written communication has the advantage of being accurate and unambiguous. Great
care has to be taken in drafting any letter, memo or report so that the message is
effectively conveyed. Oral communication may often give rise to confusion because
every speaker has his own way of putting himself across.

7. The growth of an organization is promoted, to a large extent, by reference to its old, well
maintained records and minutes of the meetings.

8. Written communication facilitates proper assignation of responsibilities. One may

sometimes go back on words spoken, but not on his words put on paper. Moreover, the
lower staff behaves more responsibly, and also feels secure, when communication is
sent in writing.

Disadvantages of written communication:

1. Written communication runs the risk of becoming ineffective in the hands of people
otherwise good in their job, but poor in expression. That is why it is a serious concern of
a modern organization to recruit people who are very good in expression, especially in
letter and report writing ability.

2. Written communication is also a costly process. It costs a lot in terms of stationery and
the number of people involved in typing and sending out letters

3. Written communication is mostly handicapped by its inability to get immediate

feedback. Both encoding and transmission of the message take time, resulting in
immediate delays. It is, therefore, a time-consuming process.

4. Written communication has another disadvantage. Immediate clarification is not

possible in exchange of written communication. If the receiver of a written message at a
distance seeks some clarification, he cannot have it as quickly as he would like to. He
will have to write pack and wait for the reply to his query.

5. Written communication creates mountains of paper cluttered around the premises of

the organization. It is common sight in offices, and the staff has tough time trying to
handle it. Very often valuable papers get lost. The managers, therefore, have to be extra
careful to keep sensitive material in his own custody.

4. Write a note on communication as a two way process.

key to effective communication. Ironically, it is also the most difficult communication

one. That would be listening, which is not to be confused with hearing. We hear with our
ears. We convey listening with every part of our body. Body language.

Communication is a two-way street. When we listen to someone, we give worth to

them. They in turn will give worth to us and are then more apt to give worth to what we
say. What body language conveys listening? Eye contact, slowly put a hand to your mouth,
ask questions while repeating what was just said to you, nod your head.

Communication is a two-way process which involves transferring of information or

messages from one person or group to another. This process goes on and includes a
minimum of one sender and receiver to pass on the messages. These messages can
either be any ideas, imagination, emotions, or thoughts.

The two-way communication process involves the exchange of information, ideas, and
feelings between two or more individuals. It typically includes a sender who encodes a
message, a channel through which the message is transmitted, a receiver who decodes
the message, and feedback from the receiver to the sender. This process allows for a
mutual exchange of understanding and is essential for effective communication in
various contexts, such as interpersonal relationships, business, education, and more.