PRINCIPLES OF COMMUNICATION
In order to make the letters, memoranda, reports, representations and other forms of
communication effective, one should follow certain scientific principles.
CLARITY
1. Clarity of Thought
The
communication cycle begins with the generation of an idea in the mind of the transmitter. A great deal of clarity is needed at the stage, for if the beginning is fuddled, it is likely to mar the entire
communication process. The communicator must be clear about three points :
What is the objective of
communication?
What is to be communicated?
Which medium will prove to be the most suitable for this purpose?
2. Clarity of Expression
The receiver learns about the idea in the transmitter’s mind through the coded message. If encoding is faulty, the message may be misinterpreted.
The following points about the choice of words deserve attention :
USE SIMPLE WORDS
Remember that simple and short words are more effective than pompous and heavy words. It is better to use “tell”, or “inform” for “acquaint.”
(i) Use single words for long phrases:
A single word is often more effective than long, pompous-looking phrases.
(ii) Use verbs for nouns:
Using verbs in place of nouns often brings about simplicity and clarity.
(iii) Avoid double entry:
We often use phrases with two words conveying the same idea. Such phrases can be easily simplified.
(iv) Use concrete expressions:
Concrete expressions create visual images that are easy to register. So instead of vague, generalized statement, give definite facts.
(v) Prefer active constructions – for they are easier to understand. If you deliberately want to create an impersonal style, you may bee justified in using passive constructions.
(vi) Avoid excessive use of the infinitive .The use of the infinitive tend to make the style impersonal and formal.
(vii) Avoid Jargon : ‘Jargon’ refers to the special language of a trade, profession, or field of study. It may refer to words as well as to the style of writing.
(viii) Avoid ambiguity:
If the message can mean more than one thing, it is ambiguous. Ambiguity is often caused by a careless use of personal pronouns.
(ix) Use short sentences:
Whether your
communication is oral or written use very short sentences. Long sentences tend to be complex and demand greater concentration.
COMPLETENESS
In business
communication, completeness of facts is absolutely necessary. Incomplete
communication irritates the reader, for it leaves him baffled, if wrong actions follow an incomplete message, they may also prove expensive. Let us suppose you are ordering shirts by mail. Your
communication must include all the relevant facts---size, color, catalogue number, quantity, mode of payment, mode of dispatch, the date by which you need the shirts, etc.
i. While answering a letter make it sure that questions are answered ; If your customer has four queries and answer only two of them, it will not bring the desired answer.
ii. Checking for the “five W” questions --- who, what. Where, when, and why, and any other essential points like ‘how’ also helps to make your message complete.
CONCISENESS
A reader’s time is invaluable. Don’t make him feel that he is wasting his time in going through your unnecessarily lengthy letter. Be as brief as possible .brevity in expression effectively wins the attention of the reader .However, brevity should not have effected at the cost of appropriate clarity, correctness, completeness or courtesy.
The following four simple rules will help you to achieve conciseness to your messages :
i. Include only relevant facts:
Make sure your message does not get cumbered by unnecessary details.
ii. Avoid repetition:
Repetition includes monotony or irritation. This might repeat information or a request in order to stress it. The reader would naturally expect you are saying something additional.
iii. Avoid trite and wordy expressions:
Organize your message well. Use simple and short words as sentences; ensure that your message is coherent.
CONSIDERATION
In our letters, we must show consideration for the reader, this can be done in the following ways:
i. Adopt the ‘you’ attitude
We know that we are primarily interested in ourselves. Naturally, every other person is interested more in himself than in a third party. We must avoid using I’s and We’s and have as many You’s as possible.
ii. Avoid Gender bias
Now that the business world is no longer dominated by men, it is extremely important to avoid gender bias. Using ‘he’ when message is going to a lady will certainly cause offence. So take some precautions.
iii. Use words free from gender bias
Use a slash to include both the alternatives.
Use plural forms inclusive of both the gender.
It is often possible to use ‘the’ for ‘his/her.’
iv. Emphasize positive vision and use pleasant facts
On many occasions you may have to refuse, say ‘no’, regret, disagree, complain or say ‘sorry’. To say this in plain words and a straight forward style is not difficult, but its effect on the reader’s mind and the repercussions on the firm are bad far reaching.
V. Impart integrity to your message
Showing integrity is perhaps the best way of showing consideration. Integrity involves the observance of ethical principles, ---Sincerity and fair treatment.
COURTESY
In business we must create friendliness is inseparable from courtesy.
i. Answer the letters promptly
In business it is general practice to answer a letter the same day it is received. Sometimes you might need a back reference, or may have to refer to different departments for clarification of certain points.
ii. Omit irritating expressions
Some words and expressions are negative in connotation and irritate the reader. Particularly, when used with ‘you’, they become provocative, Expressions like ‘you forgot’, ‘you failed’ are bound to irritate or hurt the reader.
iii. Apologize sincerely for an omission/thank generously for a fever.
If you have overlooked or failed to do something, express your regrets promptly and sincerely and make up for the omission at the earliest.
COURTESY IN VARIOUS TYPES OF COMMUNICATION
I.
Horizontal communication (neutral) level of communication)
Before writing, employ empathy, Empathy is the ability to imagine how you would feel if you were in someone else’s situation.
ii.
Upward communication (to your superiors)
Keep your message full and complete. Be courteous and respectful but not fawning; Superiors respond effectively.
iii.
Downward communication (to your subordinates)
Be brief, clear and courteous.
CORRECTNESS
I. Give correct facts
Business communication often leads to expensive operations. So you should be sure that you are transmitting correct facts in correct language.
ii. Send your message at the correct time
All messages must be transmitted and responded to at the most appropriate time. Outdated information is useless.
iii. Send your message in the correct style:
This may also be described as the principle of adaptability. You must adapt your message to the needs of the receiver. You must keep before you his educational background, the width of his vocabulary, specialized knowledge of the subject, the depth of the information required his psychological make-up, his relationship to you or your organization.
LETTER
Letters are the most widely used from of
written communication. They are used mostly for external
communication. A letter has a complex layout which has to be carefully followed as each part of the layout has a purpose and is needed for reference. It is typed/ printed on the company’s letterhead. It may be sent by mail, speed post, courier or hand delivery.
MEMO
MEMO (Short form of memorandum) is usually an informal message between members of an organization and generally relates to daily work. Instructions can be conveyed by a memo. Many organizations provide pads of memo forms (with blank sheets of carbon copies) for the exchange of short messages among individuals. Memo forms are usually small and used for brief messages. The forms may have the company’s name printed on the top; spaces are provided for date, sender’s name and department, and the receiver’s name and department. Top executives of an organization may have personal memo pads with their name printed on the top, for use within the department. A memo may or may not be signed.
NOTICE
A notice is used when people in the organization have to be given the same information. It is the most common method of mass
communication with in an organization. A notice is short; the language is simple, and the type is large and well spaced for easy reading. A notice is put up on the notice board.
CIRCULAR
A circular is a detailed document giving information, instructions or orders on a specific matter. A circular has a number and a date for reference, and is signed by the authorized signatory of the issuing office. Circulars are generally issued by the government departments and other official bodies like councils, universities and had offices of the organization. Circulars are sent by mail or fax to the various offices that are to be given the information.
REPORT
A report is a document prepared by an individual or a committee entrusted with the task of collecting information on a given subject. It requires careful research, collection of data and presentation of the findings, conclusions and recommendations. Reports are of varying length and may be anything from two pages to a full book divided into chapters.
MINUTES
Minutes are the written record of decisions taken at a meeting. Different bodies have their own convention of recording the discussion and the decisions. Minutes may be written by hand or typed and pasted in a minute book, or typed and fild in a minute file. Minutes are a legal document.