Effective Communication

Effective Communication Prg_w

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Chapter 1: The Process of Communication

1. Communication

Communication is the process of sharing thoughts, ideas, and emotions with

others, and having those thoughts, ideas, and emotions understood. It needs a

sender, a message, and a receiver for communication to take place.

2. Importance of Communication

To impart /transmit /exchange ideas or information It includes speaking, listening, writing and non-verbal skills It is the essence of social interaction It influences what others think about you and how well they understand you. It also determines to a large degree your self-esteem, assertiveness and

social adjustment.

3. Effective Communication

Transmitted information reaches the receiver exactly as the communicator

wants it to.

Both communicator and receiver understand a topic in a similar manner.

Emotions of the communicator are passed on to the receiver.

4. Communication Process


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Sender: The communicator or sender is the person who is sending the message. There

are two factors that will determine how effective the communicator will be. The first

factor is the communicator’s attitude. It must be positive. The second factor is the

communicator’s selection of meaningful symbols, or selecting the right symbols

depending on your audience and the right environment.

Encoding: The sender generates thoughts to be conveyed.

The sender encodes the thoughts with both verbal and non-verbal cues (Gestures).

Noises from outside may disturb the encoding, which may alter the meaning.

Noise: Noise is defined as any unplanned interference in the communication environment, which causes hindrance in the transmission of the message. Noise distorts interpretation or the decoding part of the communication process.

Message: A communication in writing, in speech, or by signals

Transmission: The encoded message gets transmitted to the receiver. During the

transmission, the both external and internal noise may alter the intended meaning of the

original message.

Channel of Communication: Communication channels means the medium or media

through which message passes. The most commonly used channels include air, light,

electricity, radio waves, paper, and postal systems. Note that there may be multiple

channels associated with the multiple layers of transmission.

Receiver: The receiver is simply the person receiving the message, making sense of it,

or understanding and translating it into meaning. Now think about this for a moment: the

receiver is also a communicator. How can that be? (When receiver responds, he is then

the communicator.) Communication is only successful when the reaction of the receiver


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is that which the communicator intended. Effective communications takes place with

shared meaning and understanding.

Feedback: Feedback is that reaction. It can be a verbal or nonverbal reaction or

response. It can be external feedback (something we see) or internal feedback

(something we can’t see), like self-examination. It’s the feedback that allows the

communicator to adjust his message and be more effective. Without feedback, there

would be no way of knowing if meaning had been shared or if understanding had taken

place.

Types of communication: I. Verbal

Among the various forms of communication, verbal or oral communication is

considered to be the earliest and common medium of communication. The basis of

communication is the interaction between people. Verbal communication is one way

for people to communicate face-to-face. Some of the key components of verbal

communication are sound, words, speaking, and language.

Forms of Verbal Communication: Written

Letters

Resume

Reports

Agenda, Minutes

Project Proposals

Handouts

Abstracts

Notes

Presentations – PowerPoint and Paper

Oral Conversations


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Introductions

Speeches

Group Discussions

Interviews

Presentations – PowerPoint and Paper

The essential ingredients of good verbal communication:

Brevity: A message to be delivered should be brief. It should neither be too short

or too long. One can achieve brevity by taking pains and framing short sentences

rather than lengthy and complex. Using precise words, simple and familiar words

and avoiding superfluous words are important factors in effective communication.

Avoid jargon- In conversation, we must be conscious to avoid jargon because

only people who are well-versed in a particular subject can understand. It may be

called legal jargon, military jargon, commercial jargon etc. But in general

conversation, the words used must be clear other people as well.

Seven C’s of communication: Francis J. Betgin advocates that there are seven

Cs to remember in verbal communication. They are:

Candid

Clear

Complex

Concise

Concrete

Correct

Courteous Sequences: Presentation of matter in a logical sequence is yet another

important principal of effective communication. The speaker should not jump

points or change the sequence. Consistency, continuity and logical development

of the subject matter should be there. The manner in which speaker says

something is important than the something itself that matters in communication.


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Adjectives, adverbs and prepositions: Adjective and adverb should be used

where necessary. They emphasize the meaning with degree of importance and

use of unnecessary prepositions should be avoided. For instance, ‘All employees

must follow the safety regulation in regard to work’. Here, the word ‘about’ can be

used in place of “in regard to”.

II. Non-verbal Communicating a message without using arbitrary symbols i.e. words or meaning

of words is termed as “non-verbal communication”. Non-verbal language consist

of hidden messages, it is the cues which convey the messages. Non-verbal

messages express true feeling more accurately than the spoken or written

language. Non-verbal messages do not have universal meaning. In different

context they vary. Our sensitivity to non-verbal messages increase with

experience and age. According to one study, only seven percent of a message

effect is carried by words and listener receive other 93% through non-verbal

means. Gestures/Body language: The term ‘kinesics’ means the study of body

language. Body language or kinesics behavior is the most widely

recognized form of non-verbal communication. Body movements, like facial

expression, eye contact, etc., convey different messages to different people

directly or indirectly. Marks or symbols used to mean something is termed

as signs of language. Gesture is used in the place of words, number, or

punctuation marks in the sign language. The language system of the deaf

people and the hitch-hiker’s finger is the example of the sign language.

Time: The time factor also plays a role in communication. If an individual is

always late in his commitments, he conveys much regarding his personality.

In the same way, a person in a hurry can provide some information that he

has a commitment somewhere else.

Posture Dressing: The general appearance of an individual often provides clues to

his social status, lifestyle, and economic background. It also gives an idea

regarding the emotional state of the person.


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Physical touch: Physical touch is also important in non-verbal

communication. In some circumstances, it is difficult to express feelings in

words and touch proves more effective. For example, an arm around the

shoulders of a grieved relative or friend can be solace and releases tension. Signs and Symbols: Marks or symbols used to mean something is termed

as signs of language. Gesture is used in the place of words, number, or

punctuation marks in the sign language. The language system of the deaf

people and the hitch-hiker’s finger is the example of the sign language. Gifts: Gift has always has a positive meaning. It shows one’s love and

affection for someone dear one. Silence: In many circumstances, silence also is an effective medium of

communication. Through silence, some people evoke response from others.

Sometimes, silence itself is considered equivalent to speech. However,

Silence as a Medium of communication is considered as a dangerous mode

of communication.

Paralanguage: Another important dimension of non-verbal communication

is paralanguage. Sounds are the basis for paralanguage. Paralanguage

include tone of voice, power or emphasis, pitch, rhythm, volume, pause or

break in sentence, speed of delivery, loudness or softness etc. These

languages too influence meaning and convey messages.

Kind of Communication Interpersonal

Group

Mass

Need for Effective Communication Shapes the approach of an individual towards another

One represents not merely oneself but the organization/institution.

Communication in Management Management involves communicating with and through people


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Communication is the lifeblood of an organization without which it will fail to

function effectively, will be unable to reach its goals and will ultimately perish.

“I kept six honest serving men they taught me all I knew their names were what and where and when and how and why and who

- Rudyard Kipling


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Chapter 2: Barriers to communications Barriers Barriers are influencing factors, which impede or breakdown the continuous

communications loop. They block, distort, or alter the information. The main barriers are: a. Organizational barriers

1. Policy: Broad objectives and policies of the organization are laid down by the

top management. They are broad guidelines for everyone in the organization to

follow. They change behavior or the receiver. Policy is generally in writing. If

policy is not supporting the flow of communication, vertically and horizontality, it

acts as hurdle in the smooth flow of communication. 2. Rules and Regulations: Formal communication should follow the path of flow

the communication. Organizational rules and regulations sometimes work as

obstacles for transmitting message. They prescribe rigidly in the message to be

communicated as well as the channel to be followed and through which alone the

communication must move. The rules are so rigid and formal that they restrict the

free flow of communication and result in delay in decision-making process and

action.’ 3. Status and Position: In two-way communication, status and position block the

flow of communication, particularly in upward flow. The reasons are non-listening

attitude of the superior, non-answering and interpreting as well as withholding

information etc. 4. Complex organization: Complexity in organization structure is also equally a

serious problem in the smooth flow of communication. The organizational

structure has an important influence on the capacity of the members to

communicate. Complexity involves many layers of supervision, long distance,

more lines, communicating gaps, organizational distance between the workers

and the top management. Problem arises when the organizational structure is

not properly defined. It is necessary to assign the responsibility and authority,


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and to clear the channels for a wealthy organization. Thus communication is

likely to be ineffective and over harmful. These barriers are: Lack of chain of command

Bureaucratic delay

Political manipulations

Class confects

5. Facilities: The management in every organization must provide minimum

facilities to handle message load and to communicate effectively. Facilities like

typing pool, media, mechanical instruments carriers, cost etc. Organizational

facilities are indispensable for smooth, proper and a timely flow of

communication. The purpose of communication is defeated if minimum facilities

for transmitting message are not provided.

b. Organizational Climate Barriers: These are the barriers that are created due to

problems in the culture of the origin and also due to lack of proper directions of the

managers or top brass. These are as follows:

1. Fear Fear of being misinterpreted

Fear of distortion by gossip

Fear of exposing oneself to criticism

Fear of getting fired

2. Poor or Ego-centered supervision: Poor supervision may create obstacle in

the communication process. Typically, the person may thrive that s/he is being

ignored or dominated.

3. Insincerity and lack of confidence: Insincerity means that communication is

superficial. Lack of confidence means that, message is not trustworthy.

c. Personnel Barriers:

1. Semantic problems: Science of meanings is termed as semantics. Language

barrier may manifest itself in the form of misinterpretation of words, gestures,

translation, and meaning of signs and symbols. A word can carry as many as five

hundred meanings. Semantic barriers arise due to differences in meanings,


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which people attach to the different words. The meanings of the word are not in

the words are not in the words, these are with us. A poor choice of symbols or

their confused meanings could distort communications. A Semantic barrier can

be divided into the following categories:

Words: if an American tells an Indian to put something in the “boot” the

Indian will look at his shoe, but the American is referring to the rear of his car.

Gestures: While a Belgian nods his head left to right to signal no, the British

does the same to signal yes.

Translation: anybody who has spoken to an American and an Englishman

will see how the same language and words differ. Our simple lift is known as

an elevator and an escalator.

Signs and symbols: Making a circle of the thumb and first finger signals the

message “A – one” to an Indian, the very same sign signals an

unmentionable cussword in German.

Frames Of Reference: A scientist will consider “U-N-I-O-N” a term related to

electronically uncharged particles, while a production manager will consider it

a group of meddlesome workers.

Space: People use space to indicate two categories of feelings toward

others, Proxemics, or the distance between people, indicates the people’s

attitude toward each other. Territory, the amount of space a person controls,

indicates status.

2. Cultural differences: Cultural barriers arise due to peculiarities/ variations within and between

cultures

Their effect is deep set as

1. They are deeply embedded in a society,

2. They have an emotional string attached to them,

3. Their effect is often not realized

Often they arise as people presume the existence of ‘universals’

They are difficult but not impossible to overcome


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Cultural Barriers types: Visual barriers and Traditions Means to Overcome Cultural Barriers

Careful study of the culture

Willingness to move with the times

3. Psychological Barriers: These arise due to attitudes, bias or a closed mind, emotions, perceptual

variations, mental competencies, sensory differences, tendencies to exaggerate,

and lack of listening skills.

Attitude: If the listener feels superior to the speaker he will not get the

complete message.

Bias: If you dislike the speaker you will not hear him out.

Heightened emotions: If you are angry or happy to a great degree you will

not be able to communicate effectively. Insecurity, worries, fear, sorrow, and

shame can all act as barriers.

Perceptual Variations: The problem with communicating with others is that

we all see the world differently. If we didn't, we would have no need to

communicate: something like extrasensory perception would take its place.

Sometimes it also causes disruption in communication. The word “u n i o n”

will be seen as un-ion by a chemical scientist but as union by a management

graduate.

Mental competency: a five year old will not understand what “NaCl” means.

Sensory differences: a blind person cannot appreciate the concept of colors.

Exaggeration: leads to the distortion of facts.

Listening: It is much more than merely hearing the speaker. It involves

assimilation, understanding and retention as well.

Halo Effect: Subconscious evaluation of the Source tends to color our

reaction to the message. If we like the person we will believe him, if we dislike

the person we may not trust the message he delivers.

Stereo Typing: Judging the whole group or community on the deeds/

activities of person belonging to them. E.g. Attitude of Americans, towards all

Islamic people after attack on World Trade Centre.


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d. Physical barriers:

Noise – Physical/Semantic

Distance

Fatigue – Physical/Mental

Attention Span

Defective Sender/Receiver

Time

Physical barriers can be avoided by: Careful choice of time/place of communication on a mutually convenient basis

Avoiding excessive jargon

Careful coding of the message

Summarization/repetition of important aspects of the message

Use of audio-visual aids

Awareness of the Receiver

Neutralizing peculiarities

e. Technical Barriers:

Technical malfunction

Wrong time of communication

Space and geographical distance

Mechanical failure

Disturbance

Physical Obstruction - too much emphasis on the information structure

How to Overcome Barriers to Communication

1. General Awareness on importance of communication

2. Organizational facilities - Free Flow - Proper Climate - Confidence -Openness -

Feedback - Reward - Performance Appraisal

3. Inter personal style

4. Empathy

5. Clear cut systems and procedures


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Tips for improving communication Noting down important points

Asking questions and seeking clarification

Repetition of important points

Planning back

Proper sequencing of presentation

Credibility of source of information

Importance of time element

Careful listening** Empathy: putting yourself in others man shoe

Ability to make use of language effectively

Talking at the same wavelength

Use of more than one channel of communication

Emphasis on main points and avoidance of unnecessary details Barriers to listening Hearing difficulty and seating

Speed of thought

Wanting to speak

Other things on mind

Prejudice against speaker

Variant Views

Heard all before

Assuming what is being said

Only what you want to hear

Language problems

Tiredness

Undefined reaction

Internal and external distractions

Verbal/ non verbal incongruence

Emotive words and phrases used

Not interested

Day dreaming

Speaker’s apparent inexperience

Poor presentation skills


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Chapter 3: Communication in an organization Elements of Communication in an organization 1. Its importance

Work needs to be done with and through people

Helps in maintaining a cordial ambience

Enhances efficiency

Prevents misconceptions

2. Objectives

Providing information

Conveying orders

Consultation/Suggestions

Persuasion

Morale boosting

3. Types

Internal: Inter and intra departmental/individual communication on a (in) formal

basis

External: Communication with individuals outside the organization/other

organizations on a (in) formal basis that helps in facilitating in its working

4. Channels

A. Formal Vertical: Upward and Downward

Refers to communication between bosses and subordinates

Takes two forms – upward and downward

Often defined by stringent rules that result in hampering the working

ambience

Most important for the effective functioning of an organization

It can involve skipping levels


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Upward Communication

Communication that goes from the subordinates to the bosses

Often highly formal

Usually accompanied by a high level of disguise

Largely in the form of replies, requests

Downward Communication

Communication that goes from the bosses to the subordinates

Often in the form of orders

Usually defined by a high degree of formality

Horizontal

Communication (at an (in) formal level) between people at the same level in

an organization or among organizations

Very important for maintaining complete efficiency within an organization

Lateral

Communication across various levels

Can be either formal or informal

Often in the form of networking

Can be misused to subvert hierarchy and gain favors

B. Informal Grapevine

Informal communication within an organization

Can take any direction

Can be in the form of either networking or rumors

Often results in miscommunication

Can be effectively exploited by decision makers to float ideas/gauge their

strength

Lateral: same as above.


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5. Media and modes Oral Face-to-face

Telephone

Tele-conferencing

Meetings/briefings

Speeches (rare)

Written SMS

E-mail

Fax

Letters

Reports

Minutes/Agenda/Notices

Notes

Memos

Presentations

6. Communicating effectively

Open mind is the key to communication. Don’t let the lines of communication get tangled upon your need to talk too much

often. Absence of communication creates void and misunderstanding, soon fill it. Finishing statement, for others may diminish their desire to communicate. We always wonder what a person of few words has to say. Treat employees like machine and you can expect a breakdown in

communication and in morale. When you talk too much, it is hard to remember all that you said as it is

remember what it is they said. The better you listen, the more you learn how little you know. The fake listener can only fool you if you are not a good listener.


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What we hear is not always the same as what we is being communicated. The more you talk, the less you listen and the more you talk, the less other listen. Is your comment pertinent? Is your comment informative? Do you have your

thoughts in order? If not, you are better off listening. Advantages/ Disadvantages Formal Communication Informal Communication

Advantages Disadvantages Advantages Disadvantages Chain of command is maintained.

Clear cut directions for functioning.

Written records for all are maintained.

Time consuming.

Inflexible and lacking in autonomy.

Fast dispersion of information.

No hierarchy / protocol to be maintained.

Gossip fosters. Rumors spread. Formation of cliques. Ambience is affected by misinformation.

Verbal Communication

Non-Verbal Communication

Oral Written One to One (Internal & External)

Face to Face Telephone Interviews

Personal Letters Memorandum

Signs Peace V for Victory

One to Group (Internal & External)

Speech Presentation Lecture Debate Jam

Internal Notice Circular Standard Operating Procedures (SOPs) Report In-house Magazine

Symbols Dove for peace Red Cross Blue Cross Red for Danger

Within a Group (Internal & External)

Group Discussion Brainstorming Meetings

External Annual General Reports

Print Ads Newspaper Articles Magazine Features Government Agencies

Body Language Eye Contact Facial Expressions Hand Gestures Posture Gestures Paralanguage

Between Groups (Internal & External)

Conflict Resolution Negotiations Debates

Space Proxemics Territory

External Trade Fair / TV/ Exhibitions/ Radio Confederations Trade Associations

Time Chronomics


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Oral Written

Advantages Disadvantages Advantages Disadvantages Personal Two-way (idea can be exchanged, clarifications can be made)

Flexible (can be adapted to receive, can be presented in the right tone of voice, with a smile, with gestures)

Effective (personal touch)

Direct (easy, simple, fast, places responsibility for communication where it belongs – on immediate supervisor).

Message can get distorted or forgotten

Lengthy messages cannot be conveyed with ease

No records are maintained

Cannot be used as evidence

Authority Accuracy Permanent Record Coverage (adequate length, duplicated and distributed to everyone concerned)

Time to think and react Indirect (retention rate from reading is high, written communications are economical)

Time consuming Increases paper work Needs a lot of filing

cabinets and storage space

Non verbal Communication Advantages Disadvantages Universal language ( no language barriers) Literacy is not an issue Aids such as pen, paper, phone, etc are not required

Feelings are perceived more intensely and evoke immediate reaction

If the frame of reference is not the same many misunderstandings can occur

Is not totally culture free Too many conclusions may be drawn based

on a single or isolated act

Individual Communication Group Communication Advantages Disadvantages Advantages Disadvantages It is more personal. Individual biases can

come into play. Information can be given to many people at the same time.

Time saving. Clarification of common doubts is easier.

It is impersonal. It can be subject to group

think.

Internal Communication External Communication Advantages Disadvantages Advantages Disadvantages Boosts morale and motivation.

Is an indicator of the health of the organization

Information overload due to lack of filtering.

If only one way, it is directive.

Helps promote the image of the organization in society.

Media hype and intervention in organizational functioning.


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Chapter 4: Management of Written and Oral Communication Importance of Effective Communication

Shapes the approach of an individual towards another

An individual represents not merely her/himself but the organization/institution

Etiquettes: Unwritten Norms of Communication. It makes Interaction Pleasant General Etiquettes

Offering a seat

Offering a glass of water, tea etc.

Awareness about gender, age, position

Intimating about a change as early as possible

Common courtesies – opening the door, allowing women/ older people to

enter/exit first, holding out the coat, rising to greet

Etiquettes in Verbal Communication

Greeting an individual

Introducing oneself

Precision and clarity in communicating a message

Use of language

Pleasant Parting

Keeping up to date with changing techniques in written communication

Using politically correct language

Impact of spellings, punctuation and grammar

Impact of pronunciation

Impact of tone

Impact of speed

Importance of time

Avoiding unnecessary intimacy/ dwelling on personal details

Avoiding excessive use of jargon

Etiquettes in Non Verbal Communication Adopting the correct posture


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Norms of interacting with men/women

Impact of facial expressions

Impact of gestures

Eye contact

A handshake should always be firm

Maintaining a comfortable physical distance

Formats in Oral Communication Face-to-face

Do’s and Don’ts

Read/provide non verbal cues

Maintain eye contact

Do not cut off any section of the receivers

Do not interrupt

Telephone Do’s and Don’ts

Seek immediate clarification if required

Be alert to/provide tonal variations

Tele- conferencing Do’s and Don’ts

The time should be convenient to all parties and should be intimated well in

advance

The agenda should be known well in advance

Combination of etiquettes related to telephonic and face-to-face

communication

Meetings/briefings Do’s and Don’ts

The agenda and schedule should be circulated well in advance

Avoid interruptions

Contribute wherever possible


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Be alert to your own and others’ verbal and non verbal cues

Be flexible and open to suggestions

Speeches Do’s and Don’ts

Stick to the time and subject

Follow etiquettes – salutation, content, conclusion

Be alert to tone and pace

Formats in Written Communication

SMS Do’s and Don’ts

Avoid using short forms

Take care to edit forwards before sending them

Identify yourself

Take cognizance of time zones

E-mail Do’s and Don’ts

Always include the reason

Avoid using short forms

Always include salutation, content, complimentary close and signature line

State the attachment in the body of the text

Send attachments only when necessary

Avoid sending random forwards

Respond promptly

Know when to call instead

Fax Do’s and Don’ts

Ensure that the original document is dark

Always mark the document to an individual


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Include a clear subject line

Check if the organization/individual has a dedicated fax number, else request

them to switch it to the fax mode

Follow up with a phone call

Letters Do’s and Don’ts

Use the Full Block Form for computer generated letters

Use the semi block form for hand/type written letters

Do not mix up formats

All official letters should be written on the letter head

No personal letters should be written on the letter head

Reports Do’s and Don’ts

As discussed earlier

Notice Do’s and Don’ts

Should be sent well in advance

Should include all relevant details – time, place, reason

An agenda should be enclosed whereever possible

Agenda Do’s and Don’ts

Should be sent well in advance

Should be clear

Minutes Do’s and Don’ts

The minutes should be sent soon after the meeting

The minutes should be detailed enough to serve as a reference point


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Memos : Memos can either be informational or show cause Do’s and Don’ts

Should be clear and precise

Should not be unnecessarily harsh

Notes Do’s and Don’ts

Should be indicative

Should be made using a different coloured pen

Should me made on the basis of whether they are for oneself or others

Presentations: Can be either verbal or PowerPoint Do’s and Don’ts

The points on the PPT should be indicative

Matter on the PPT should be easily visible

The number of slides should be determined by the time allotted

Avoid turning towards a PPT/ shuffling back and forth constantly

Use a laser pointer if needed

The hard copy should not be stapled together

Number the pages


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Chapter 5: Report Writing

Types of Reports Association/Activities Reports

Event/Newspaper Report/Press Release

Committee/Project Reports

Elements of an Association/Activities Report Title of the Report

Date on which the activity has been conducted

Nature of the activity and its details – who, what, when, where, response

Name and designation of those in charge of the activity/association

Writing Conventions for an Association/Activities Report Centre align the title

The complete date (e.g. 1st April, 2007.)for every activity should be left aligned

This should be followed by the details of the activity

If there is more than one representative, whose name would appear for signing

off the name and designation of the junior person appears on the left

Elements of an Event/Newspaper Report/Press Release Headline and sub-title if necessary

Detailed information regarding the activity

Photographs of the event

Covering letter/e-mail

Writing Conventions for the Covering Letter Should be written on the letterhead, if it is to be posted/faxed

Should be in the full block format

Could be in the form of an e-mail with the report sent as an attachment. However

the tone of the e-mail should be formal


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Writing Conventions for an Event/Newspaper Report/Press Release Title/headline and sub-title if required

Basic information about the activity (what, when, where, who, by whom) to be

included in the first paragraph

All details should follow in subsequent paragraphs

The concluding paragraph should include a summary/ a comment on the

significance of the event

Elements of a Committee/Project Report Could be submitted by an internal committee/external agency appointed for the

purpose

Should include a covering letter in the full block form/ on the letterhead

Could be in the form of an e-mail with the report sent as an attachment. However

the tone of the e-mail should be formal

Writing Conventions for a Committee/Project Report Title of the report – Report of the ______ Committee/Report on the ______

Project

The introductory paragraph should contain the following information

a. Why the committee was formed/What is the project about

b. When the committee was formed/The date of its commencement

c. Who were its members

Writing Conventions for a Committee/Project Report The succeeding paragraphs should include

a. The nature and scope of the problem

b. The methodology adopted to study it

c. The findings

d. The recommendations

The concluding paragraph should contain general remarks

This should be followed by the (signature –optional) name and designation of the

person in charge of the committee/project


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Chapter 6: Communication Technology and Its Impact on Office Procedures and Automation

What Is Automation Technology? Automation technology refers to the use of technological innovations in

organizations

This is a growing trend in multinational, national and local organizations and

institutions

Reasons for the Growing Dependence on Automation Technology Globalised context

Open market economy

Easy accessibility to technology at ever falling prices

Advantages of the Growing Dependence on Automation Technology Creates a better image and impact

Reduces the time consumed

Reduces paper work

Saves labor if effectively used

Can prove to be cost effective, depending upon the method of use

Helps in longer and better maintenance of records – lends continuity to an

organization

Saves duplication of work

Disadvantages of the Growing Dependence on Automation Technology Large chance of technological failure

Takes away individuality

Can prove to be debilitating

Types of automation technology Fax machines

SMS

Telephone/Teleconferencing

Internet/E-mail


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The Internet Can be used to further knowledge or enhance communication between

individuals and organizations

Do’s and don’ts

Should be used essentially/largely for professional reasons

Should be used discretionally

Effective Communication

Documents

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