Tag: University of Mumbai BMS Notes

The term lateral communication can be used interchangeably as horizontal communication. Horizontal communication is communication among people at the parallel or same level, position, rank or status people of the organization. Horizontal communication is the communication that flows laterally within the organization, involves persons at the same level of the organization. Horizontal communication normally involves coordinating information and allows people with the same or similar rank in an organization to cooperate or collaborate. Some definitions of horizontal communication are as follows:

Ricky W. Griffin, “Horizontal communication involves colleagues and peers at the same level of the organization.”

Bartol and Martin, “Horizontal communication is lateral or diagonal message exchange either within work –unit boundaries, involving peers who report to the same supervisor or across-work unit boundaries, involving individuals who report to different supervisors.”

According to William A. Conboy, “Horizontal communication is the exchanges between and among agencies and personnel on the same level of the organizational chart.”

According to Bovee and others, “Horizontal communication is the flow of information across departmetal boundaries, either laterally or diagonally.”

According to Ivancevich and others, “Horizontal communication occurs when the communicator and the receiver are at the same level in the organization.”

The graphical presentation of horizontal communication is as follows:

So, Horizontal communication is the communication where information or messages flows among the similar or same level statuses of people in the organizational structure.

Differences between horizontal and vertical communication

Horizontal communication is the communication where information or messages flows between the parallel same level or statuses people of the organizational structure. On the other hand, vertical communication is the communication where information or messages flows between or among the subordinates and superiors of the organizational. The difference between horizontal and vertical communication are as follows:

Essentials of effective Horizontal communication

 The essentials of effective Horizontal communication are as follows:

(i) Recognition

To make Horizontal communication effective top executive must recognize it is a realistic and useful way to exchange a message.

(ii) Emergency communication

To make it effective this communication system is to be considered a form of emergency communication to effect a quick resolution of a particular problem.

(iii) Direct supervision

To make more effective of this system manager should convince the workers.

(iv) Discipline

To make more effective discipline to be maintained strictly in every level. Otherwise, management may be broken.

(v) Clear understandability

To make effective, care should be taken so that managers may have a clear understanding that horizontal communication is a functional part of the total communication process.

(vi) Interdepartmental communication increase

To make it effective, organizational structure should be made in such a way that opportunity for interdepartmental communication can be ensured.

(vii) Act as Lubricant

To make effective, departments must be developed, so that it will act as a lubricant in the way of effectively using horizontal communication.

Communication that takes place between a manager and employees of other workgroups is called diagonal communication. It generally does not appear on organizational chart. For instance to design a training module a training manager interacts with an Operations personnel to enquire about the way they perform their task.

The modern business environment requires organizations to develop effective communication processes to cope with increased employee involvement, flattened organizational structures, advances in communication technology and the move toward an economy based more on knowledge than traditional industrial and service skills. Barriers to communication such as language differences, information overload and strained relationships lead to mistakes, misunderstandings and interpersonal issues. Diagonal communication offers employees the opportunity to communicate effectively with the organizational hierarchy.

Importance of Diagonal Communication

(i) Necessity

Business organizations are highly complex, and so are the projects they undertake. Projects often require the cooperative efforts of more than one department, and of employees of varying levels within the involved departments. Furthermore, a project-group member may have a different status on the project than he has within the organization, so the hierarchy of the project group is less clear-cut than is the hierarchy of the organization. A diagonal communications route allows this functionally diverse group to share information directly, as required for the project’s execution, rather than according to a hierarchy that has little relevance to the project.

(ii) Efficiency

The standard method of communication between a subordinate in one department and a higher-up in another is for the subordinate to engage in upward communications with her supervisor, and for that supervisor to escalate the message until it reaches the level of its intended recipient. At that time, the message reaches the recipient via a horizontal engagement. It’s an inefficient process unnecessarily so, in many cases that risks miscommunication as the message passes from one individual to another. Diagonal communication routes eliminate this inefficiency.

(iii) Speed

The shortest distance between two points is a straight line. Diagonal communication routes are the straight lines that speed communications directly to their recipients, at the moment communication is necessary. Communications that zigzag along horizontal and vertical routes, on the other hand, are vulnerable to the schedules and whims of the individuals who pass them along.

(iv) Challenges

Ultimately, it’s up to management to determine when diagonal communications are appropriate. It’s important to trust diagonal communications to individuals who can be counted on to use them in a cooperative manner, for the benefit of the project, by maintaining the exchange on a formal-communications level.

Grapevine is a form of informal communication, operates both in internal and external informal channels which can contribute to and benefit the organization.

Therefore, it is found in all organizations. It does not follow any prescribed or predetermined rule and spreads any information quickly.

Through the grapevine, information flows in different directions linking almost every one of an organization.

It is governed by social and personal relationships rather than officially recognized rules and formalities.

Grapevine operates both in internal and external informal channels. It passes opinions, suspicions, and rumors that generally do not move through formal channels.

By nature, the grapevine is a channel of horizontal communication.

The term ‘Grapevine Communication’ originated during the American Civil War (1861- 1865). During the period the communication of intelligence information through telegraph was not effective and reliable because the telegraph system was unorganized. Telegraph lines were strung in a haphazard way through the trees like a real grapevine.

The messages received or sent through these lines were often incorrect and confusing. Rumors were rampant during the civil war. Thus any rumor, whatever might be the source, was presumed to be originated from the unarranged telegraph lines or grapevine. Later, in course of time, grapevine communication has become synonymous with informal communication.

Examples of Informal or Grapevine Communication:

1. The manager calls an employee to his chamber and talks with him for sometimes relating to official work. Rumor is spread that the employee will be promoted to higher position ignoring the promotion of other employees.
2. The employees of a company have come to know the profit figure for the year from the accounts department. Somebody among the employees within the company puts some imagination to it and tells others that the company is going to offer bonus to the employees on the basis of profit earned.

Patterns or Types of Grapevine

The grapevine communication is usually horizontal in nature. But it can be horizontal, vertical and diagonal. Prof. Keith Davis has classified grapevine into 4 types.

• Single Strand Chain
• Gossip Chain
• Probability Chain
• Cluster Chain

1. Single Strand Chain

In this type of grapevine communication the information passes through a number of persons like a chain. A tells something to B, who tells it to C, who tells it to D and so on.

It is generally a long chain. The longer the chain the greater is the possibility of distortion of the information.

2. Gossip Chain

In Gossip Chain one person actively conveys information to other persons around him. A circle or wheel-like figure is formed in this communication.

Here, in this picture. A is at the centre and transmits messages to ‘B’, ‘C\ ‘D\ ‘E\ ‘F, ‘G’, and ‘H’ around him/her.

Gossip Chain is generally used when information to be communicated is non-job oriented in nature.

3. Probability Chain

It is a random process in which information may move from one person to any other person or persons according to law of probability. Naturally, in this type of communication, some people of the organization will be informed and some others will remain outside the arena of the communication.

Here, in the illustration, E, F, G and K are outside the communication chain. This chain is used when information is interesting but less important.

4. Cluster Chain

Cluster chain is mostly used and the dominant pattern of grapevine communication. In this type one person tells something to some selected trust worthy persons. Some of these persons may inform a few selected other individuals. Here in the picture, A tells some selected and trustworthy persons, B, C and D. C again relays it to his selected persons, G, H and I. D tells J, a person of his choice. E and F remain outside the cluster.

Importance of Informal or Grapevine Communication

Informal or Grapevine communication is an indispensable part of entire communication system. Formal communication is compared to arteries of a living being, whereas, grapevine or informal communication are like veins. The later is a supplement to the former. Where formal communication fails to operate, grapevine or informal communication is used.

Sometimes, grapevine communication is more effective than the formal communication. In fact, it carries more information than formal communication. Not only is a large volume of information, important and vital information also conveyed through it.

In an organization small groups of people work together. It is quite natural that they will become interested about each other and want to know various information regarding each other’s service condition, salary, facilities available, appointment, retirement, transfer, punishment, etc.

They will also be interested to know any private, secret and confidential information which includes any romantic affair, family disputes, marriage, birth of a child, examination results of their children, special treatment or favour by boss to any member and so on.

The employees generally exchange their views with their peers openly during lunch break or at an interval and get emotional relief from monotony and stress. Thus, the informal or grapevine communication promotes social relationship among the participants. It helps to build up unity, integrity and solidarity among them and boosts up their morale.

Grapevine or informal communication is faster than the formal communication. Being oral in nature, it has little or no cost and can reach maximum number of people irrespective of their positions within a very short time.

Since there is no official procedure and formalities it is not binding and compelling, rather it is flexible and spontaneous. The managers can get feedback from their subordinates quickly on the plan and policies through grapevine. New ideas, suggestions, opinions may come out as people can express their feelings without fear.

Characteristics of Informal Communication

The informal communication has the following characteristics:

(i) It is based on informal relationship.

(ii) It grows spontaneously.

(iii) It takes the form of gossip.

(iv) It is conveyed through conversation, facial expression, body movement, silence, etc.

(v) It does not follow any structured route or channel.

(vi) Small groups are formed with like-minded people in such communication.

(vii) It is direct and fast.

(viii) It is flexible and dynamic in nature.

Advantages of Informal or Grapevine Communication

The advantages of informal communication are pointed out below:

(i) Informal communication, being unofficial and personal, promotes a social relationship among the participants.

(ii) Flow of information is fast and is suitable for emergencies.

(iii) New ideas, suggestions, opinions may come out through such communication as people can express their feelings without fear.

(iv) It can create an atmosphere congenial for work as the relationship between the managers and the employees improves.

(v) The managers can collect information regarding reaction of the workers, attitude of the employees of other departments, intention of peer officers through such communication. It is not possible in the case of formal communication. Thus, informal communication supplements the formal communication to fulfill the objective of the organization.

(vi) Sharing of information in a free atmosphere makes the picture clear, bringing out the hidden dimension of the management, if any. It puts an end to misunderstanding and suspicion.

(vii) It is an outlet of expression of complaints, dis-likings, grievances, etc.

Disadvantages/Limitations of Informal or Grapevine Communication

Informal Communication has the following disadvantages or limitations:

(i) Inaccurate, incomplete and half true information’s are spread through informal communication as everybody interprets it in his/her own way.

(ii) In most cases it is emotional and full of sentiments which can change its meaning.

(iii) No one can be held responsible as it is not possible to find out the supplier of wrong information in the case on an enquiry.

(iv) It is not reliable. The managers cannot depend upon such information as it does not follow any norm and is too loose a system. No decision can be taken depending upon such communication.

(v) It spreads rumors and endangers consolidation and unity of the organization.

(vi) It creates conflicts between groups by spreading rumors against them and reducing their mental strength.

5 Ways to make Grapevine Beneficiary to Organization

1. Providing real news to the grapevine initiators

Managers should identify the people who take an active part in grapevine channels and provide them with real news so that they can transmit real facts to the grapevine channels.

This will eventually, resist transmission of rumor, untrue and distorted messages.

2. Considering grapevine as a pulse feeling tool

Since grapevine is an important source of receiving feedback, managers should use it as a tool for feeling the pulse of the employees.

3. Contradicting the false rumor

If any false rumor occurs in the organization, management should immediately contradict and protest the rumor through formal channels.

As a result, the feeding of false rumors will decrease.

4. Allowing workers in the decision-making process

If the workers are allowed to take part in the decision-making process, they will be well informed of the facts.

In such a situation, there will be nothing to suspect and to create a false rumor.

5. Developing good organizational climate

Good organizational climate impels the employees to develop a sense of belongingness, to maintain status, chain of command and self-respect, and to enhance satisfaction.

All these will facilitate the occurrence of grapevine in the most desired and effective way.

At last, we can say that though the organization cannot hire and fire the grapevine, it can ensure an environment where people can practice grapevine in the most desired and effective way.

Nonverbal communication refers to gestures, facial expressions, tone of voice, eye contact (or lack thereof), body language, posture, and other ways people can communicate without using language.

When you’re interviewing for a job or participating in a meeting, your nonverbal communication is almost as important as your verbal responses. Crossed arms can seem defensive. Poor posture may appear unprofessional. A downward gaze or avoiding eye contact can detract from you being seen as confident.

Employers will evaluate what you do as well as what you say, and you can use your nonverbal communication skills to make the best impression. If your skills aren’t top-notch, you can practice them so you make a positive impression on everyone you meet in the workplace and beyond.

Types of nonverbal communication

The many different types of nonverbal communication or body language include:

1. Facial expressions

The human face is extremely expressive, able to convey countless emotions without saying a word. And unlike some forms of nonverbal communication, facial expressions are universal. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures.

2. Body movement and posture

Consider how your perceptions of people are affected by the way they sit, walk, stand, or hold their head. The way you move and carry yourself communicates a wealth of information to the world. This type of nonverbal communication includes your posture, bearing, stance, and the subtle movements you make.

3. Gestures

Gestures are woven into the fabric of our daily lives. You may wave, point, beckon, or use your hands when arguing or speaking animatedly, often expressing yourself with gestures without thinking. However, the meaning of some gestures can be very different across cultures. While the OK sign made with the hand, for example, conveys a positive message in English-speaking countries, it’s consider offensive in countries such as Germany, Russia, and Brazil. So, it’s important to be careful of how you use gestures to avoid misinterpretation.

4. Eye contact

Since the visual sense is dominant for most people, eye contact is an especially important type of nonverbal communication. The way you look at someone can communicate many things, including interest, affection, hostility, or attraction. Eye contact is also important in maintaining the flow of conversation and for gauging the other person’s interest and response.

5. Touch

We communicate a great deal through touch. Think about the very different messages given by a weak handshake, a warm bear hug, a patronizing pat on the head, or a controlling grip on the arm, for example.

6. Space

Have you ever felt uncomfortable during a conversation because the other person was standing too close and invading your space? We all have a need for physical space, although that need differs depending on the culture, the situation, and the closeness of the relationship. You can use physical space to communicate many different nonverbal messages, including signals of intimacy and affection, aggression or dominance.

7. Voice

It’s not just what you say, it’s how you say it. When you speak, other people “read” your voice in addition to listening to your words. Things they pay attention to include your timing and pace, how loud you speak, your tone and inflection, and sounds that convey understanding, such as “ahh” and “uh-huh.” Think about how your tone of voice can indicate sarcasm, anger, affection, or confidence.

Characteristics of non-verbal communication

Non-verbal communication is any information that is communicated without using words. The important characteristics of non-verbal communication are as follows:

(i) No use of words

Non-verbal communication is a communication without words or language like oral or written communication. It uses gestures, facial expressions, eye contact, physical proximity, touching, etc. for communicating with others.

(ii) Culturally determined

Non-verbal communication is learned in childhood, passed on to you by your parents and others with whom you associate. Through this process of growing up in a particular society, you adopt the taints and mannerisms of your cultural group.

(iii) Different meaning

Non-verbal symbols can many meanings. Cross-culture aspects give various meanings to same expression in respect of non-verbal communication.

(iv) Vague and imprecise

Non-verbal communication is quite vague and imprecise. Since in this communication, there is no use of words or language which expresses clear meaning to the receiver.

(v) May conflict with verbal message

Non-verbal communication is so deeply rooted, so unconscious, that you can express a verbal message and then directly contradict it with a nonverbal message.

(vi) Largely unconscious

Non-verbal communication is unconscious in the sense that it is usually not planned nor rehearsed. It comes almost instantaneously.

(vii) Shows feelings and attitudes

Facial expressions, gestures, body movements, the way you use your eyes all communicate your feelings and emotions to others.

(viii) Informality

Nonverbal communication does not follow any rules, formality or structure like other communication. Most of cases people unconsciously and habitually engaged in non-verbal communication by moving the various parts of the body.

The transmission of speech over a distance either by electric signals propagated along conductors or by radio signals; a type of telecommunication. Telephone communication permits conversations to be carried on between people (subscribers) separated by almost any distance. The sound waves of a subscriber speaking into the transmitter of a telephone set are converted into electric signals; these signals are transmitted over communications channels and then reconverted into sound waves in the receiver of the listener’s telephone set, thus reproducing speech. The switching of communications channels required to set up temporary connections between subscribers is carried out at central offices either manually, semi-automatically, or automatically.

Importance of Telephone Communication in Business

Person-to-person telephone calls do not command the primary communication role they once had back before the information age blossomed. Businesses have numerous other options for communicating now, such as email, texting and social media. Telephone communication may be slower than its new-media counterparts, but it still has benefits in an increasingly impersonal world. The telephone call, which connects a caller with a human voice, creates a connection that other media may lack and is still an important business component.

(i) Personal and Immediate

Short of talking with someone face-to-face, a phone call is the best way to get a personal response. If the person you called is available, you can take care of business on the spot. With other forms of communication, such as texting or email, you leave a message and hope for a quick response. Phone calls have a vocal backup in the form of voice mail. The caller can leave a detailed voice message, without the restriction of a certain number of characters or typing a text message on a tiny cell-phone keypad.

(ii) Communication is More than Words

A classic article on communication theory, “Inference of Attitudes from Nonverbal Communication in Two Channels,” named three components of effective communication: body language accounts for 55 percent of communication, voice tone for 38 percent and spoken words for just 7 percent. This analysis is still widely accepted as the basis for effective communication today.

On the telephone, the tone you use gives dimension and emotion to words, increasing the effectiveness of the communication. Certain body language, such as smiling and standing while talking, may come through in the conversation. Texting and emails are simply words open to interpretation by the receiver, without the benefit of voice tone or body language.

(iii) The Value of Interactive Communication

Teleconferencing calls bring people together from all over the organization at a fraction of the cost of travel and meeting facilities. Attendees can phone in using a toll-free number and access code to join a virtual conference room where members can interact with the moderator and other members. Conference calls can be used in conjunction with video conferencing to view presentations, ask questions via the internet and discuss answers with all attendees.

(iv) Phone Calls and Confidentiality

Some communications, such as condolences, disciplinary issues, sensitive and confidential issues, should be handled with a personal phone call. Taking the time to make a phone call carries more weight than an impersonal text or email. Without the opportunity for two-way communication, sensitive issues may be misinterpreted. Text messages and emails become legal documents and can be retrieved as evidence long after deletion. Some businesses monitor and record phone conversations between employees and customers for training purposes. Deleted voice-mail messages may not be retrieved and do not leave a record of the conversation.

(v) Safe Use of Phones

Making phone calls while driving may be hazardous, but Bluetooth technology makes hands-free dialing and conversation safe freeing up travel time to provide availability for business calls. Texting and emailing while driving are hazardous and, in some states, illegal.

SMS Communication

Stands for “Short Message Service.” SMS is used to send text messages to mobile phones. The messages can typically be up to 160 characters in length, though some services use 5-bit mode, which supports 224 characters. SMS was originally created for phones that use GSM (Global System for Mobile) communication, but now all the major cell phone systems support it.

While SMS is most commonly used for text messaging between friends or co-workers, it has several other uses as well. For example, subscription SMS services can transmit weather, news, sports updates, and stock quotes to users’ phones. SMS can also notify employees of sales inquiries, service stops, and other information pertinent to their business. Doctors can receive SMS messages regarding patient emergencies.

Fortunately, text messages sent via SMS do not require the recipient’s phone to be on in order for the message to be successfully transmitted. The SMS service will hold the message until the recipient turns on his or her phone, at which point the message will be be sent to the recipient’s phone. Most cell phone companies allow you to send a certain number of text messages every month for no charge. Though it would be a good idea to find out what that number is before you go text message crazy.

Facsimile Communication (FAX)

A fax transmits data electronically over a network connection. Originally this network connection was an analog telephone line, but now the Internet is also being used for this purpose. A document to be sent is treated as an image, scanned and converted into bits and transmitted over the line by the facsimile machine. The facsimile machine on the receiving end takes the whole message in terms of bits and then converts it into image. This image is either displayed onscreen or printed for the user on receiving end to read. Facsimile technology is still in use, but has largely been replaced by email.

In the 21st century, technology plays a huge role in all facets of life, we always turn to computers to access information, create and express ourselves, communicate and collaborate, and track the achievement of learning outcomes. And as a part of smart city technology we must understand all factors of it.

Role of Communication Technology

In the 21st century, technology plays a huge role in all facets of life, we always turn to computers to access information, create and express ourselves, communicate and collaborate, and track the achievement of learning outcomes. And as a part of smart city technology we must understand all factors of it.

So, before we can talk about the importance of computers, we must know all about the role of communication technology.

Information Access

Technology plays a central role in searching for information. Online reference material, such as Encyclopedia Britannica Online, offer vast amounts of content supplemented by engaging multimedia and interactive links. E-book collections offer thousands of texts, and the sheer number of online articles and journals devoted to every imaginable topic make research efficient and highly rewarding. Information technology thus plays a key role in the development of the autonomous learner.

Creativity and Self-Expression

Information and communication technology also plays a role in expressing ourselves. Aided by the digital recording functions integrated into smartphones, tablets and other electronic devices, we are able to index the world the way they see it and add their own perspective to already existing bodies of knowledge to create original work. With audio, photo and video editing software and the various ways to post self-created media on the Web, we can not only access information but also contribute to its creation. The ability to be active members of the learning community, whether on the small scale of a school’s social media site or on the larger canvas of the entire World Wide Web, gives their work broader significance and affirmation.

Communication and Collaboration

Information and communication technology provides more opportunities to communicate and collaborate. With Learning Management Systems such as Blackboard, many courses have an online space to participate in discussion threads and forums, chats, and video conferences. Collaborative functions in office applications allow us to view revisions and add comments in real time, making the process of relaying feedback more efficient.

The importance of computers

Computers are critical for communication and are the centerpiece of information technology. The early 1990s saw the emergence of household Internet use, which eventually spurred common use of email, websites, blogs, social networking, video chat and Voice-Over-Internet Protocol. Today, many traditional communication modes including postal mail and landline phones seem obsolete.

Internet:

The World Wide Web, Internet and email revolutionized the way individuals communicate with each other. Rather than waiting days or weeks to see information, we can now view all information at the speed of light. Email has fundamentally transformed how people share information and conduct business based on the speed and flexibility it offers. Computers can process data at approximately 20 million bytes per second so it is easy for them to download and instantly display almost any text email.

VOIP and Video Chat

Voice-Over-Internet Protocol — or VOIP — replaced the need for landline telephones in many instances. These lines can provide instant phone communication over the Internet, and often are cheaper than fixed phone lines. They also provide the ability to conduct video chats to see whom you are speaking with. VOIP platforms also store contact details for easy accessibility and dialing. The current drawback to VOIP, as of May 2011, is that 911 operators cannot trace the call back to the location.

Social Networking

Social networking sites including Facebook, Twitter, and LinkedIn allow users to rapidly generate content for people in their network to view. Rather than sending individual notes, social networking provides a constant stream of updates and information. These computer tools have taken communication a step further than email due to their ability to instantly communicate life and status updates to an entire network of people who can respond and comment to such notes in real time. Unlike email’s distribution lists — which essentially could transfer the same information to large groups of people — social networking’s streamlined and user-friendly interface precludes information overload that occurs from attempting the same functions in an email program.

Routing

While it is not a personal computer, routers are types of computers used to direct communication traffic. They are crucial to the efficient and correct distribution of calls, emails or another Internet traffic. Routers take “packets” of electronic data and send them in the direction to connect with the intended person. They can be used in the home but are also held in central data warehouses where hubs of traffic are routed in the same place.

A teleconference or teleseminar is the live exchange and mass articulation of information among several persons and machines remote from one another but linked by a telecommunications system. Terms such as audio conferencing, telephone conferencing and phone conferencing are also sometimes used to refer to teleconferencing.

The telecommunications system may support the teleconference by providing one or more of the following: audio, video, and/or data services by one or more means, such as telephone, computer, telegraph, teletypewriter, radio, and television.

Internet teleconferencing includes internet telephone conferencing, videoconferencing, web conferencing, and augmented reality conferencing.

Internet telephony involves conducting a teleconference over the Internet or a Wide Area Network. One key technology in this area is Voice over Internet Protocol (VOIP). Popular software for personal use includes Skype, Google Talk, Windows Live Messenger and Yahoo! Messenger.

Why Use a Teleconference?

Video conferencing increases efficiency and results in a more profitable use of limited resources. It is a very personal medium for human issues where face-to-face communications are necessary. When you can see and hear the person you are talking to on a television monitor, they respond as though you were in the same room together. It is an effective alternative to travel which can easily add up to weeks of non-productive time each year. With videoconferencing, you never have to leave the office. Documents are available, and experts can be on hand. A crisis that might take on major proportions if you are out of town, can be handled because you’re on the job. Videoconferencing maximizes efficiency because it provides a way to meet with several groups in different locations, at the same time.

As the limited resource of funding has decreased, limited resources now include instructors, parking spaces and buildings. Students now include time as a limited resources. Teleconferencing enables institutions to share facilities and instructors which will increase our ability to serve students.

Electronic delivery is more efficient than physically moving people to a site, whether it is a faculty member or administrator.

• Save Time: Content presented by one or many sources is received in many places simultaneously and instantly. Travel is reduced resulting in more productive time. Communication is improved and meetings are more efficient. It adds a competitive edge that face-to-face meetings do not.
• Lower Costs: Costs (travel, meals, lodging) are reduced by keeping employees in the office, speeding up product development cycles, improving performance through frequent meetings with timely information.
• Accessible: Through any origination site in the world. Larger Audiences: More people can attend. The larger the audience, the lower the cost per person.
• Larger Audiences: More people can attend. The larger the audience, the lower cost per person.
• Adaptable: Useful for business, associations, hospitals, and institutions to discuss, inform, train, educate or present.
• Flexible: With a remote receive or transmit truck, a transmit or receive site can be located anywhere.
• Security: Signals can be encrypted (scrambled) when it is necessary. Encryption prevents outside viewers.
• Unity: Provides a shared sense of identity. People feel more a part of the group…more often. Individuals or groups at multiple locations can be linked frequently.
• Timely: For time-critical information, sites can be linked quickly. An audio or point-to-point teleconference can be convened in three minutes.
• Interactive: Dynamic; requires the user’s active participation. It enhances personal communication. When used well for learning, the interactivity will enhance the learning and the teaching experience.

Types of Satellite Conferencing

(i) Audio Teleconference

Voice-only; sometimes called conference calling. Interactively links people in remote locations via telephone lines. Audio bridges tie all lines together. Meetings can be conducted via audio conference. Preplanning is necessary which includes naming a chair, setting an agenda, and providing printed materials to participants ahead of time so that they can be reviewed.

Distance learning can be conducted by audio conference. In fact, it is one of the most underutilized, yet cost effective methods available to education. Instructors should receive training on how to best utilize audio conferences to augment other forms of distance learning.

(ii) Audiographics Teleconference

Uses narrowband telecommunications channels to transmit visual information such as graphics, alpha-numerics, documents, and video pictures as an adjunct to voice communication. Other terms are desk-top computer conferencing and enhanced audio. Devices include electronic tablets/boards, freeze-frame video terminals, integrated graphics systems (as part of personal computers), Fax, remote-access microfiche and slide projectors, optical graphic scanners, and voice/data terminals.

Audiographics can be used for meetings and distance learning.

(iii) Computer Teleconference

Uses telephone lines to connect two or more computers and modems. Anything that can be done on a computer can be sent over the lines. It can be synchronous or asynchronous. An example of an asychronous mode is electronic mail. Using electronic mail (E-Mail), memos, reports, updates, newsletters can be sent to anyone on the local area network (LAN) or wide area network (WAN). Items generated on computer which are normally printed and then sent by facsimile can be sent by E-Mail.

Computer conferencing is an emerging area for distance education. Some institutions offer credit programs completely by computer. Students receive texts and workbooks via mail. Through common files assigned to a class which each student can assess, teachers upload syllabi, lectures, grades and remarks. Students download these files, compose their assignment and remarks off-line, then upload them to the common files.

Students and instructors are usually required to log on for a prescribed number of days during the week. Interaction is a large component of the students’ grades.

Through computers, faculty, students and administrators have easy access to one another as well as access to database resources provided through libraries. The academic resources of libraries and special resources can be accessed such as OCLC, ERIC, and Internet.

Administrators can access student files, retrieve institutional information from central repositories such as district or system offices, government agencies, or communicate with one another. Other resources can be created such as updates on state or federal legislation.

(iv) Video Teleconference

Combines audio and video to provide voice communications and video images. Can be one-way video/two-way audio, or two-way video/two-way audio. It can display anything that can be captured by a TV camera. The advantage is the capability to display moving images. In two-way audio/video systems, a common application is to show people which creates a social presence that resembles face-to-face meetings and classes and enables participants to see the facial expressions and physical demeanor of participants at remote sites. Graphics are used to enhance understanding. There are three basic systems: freeze frame, compressed, and full-motion video.

Video conferencing is an effective way to use one teacher who teaches to a number of sites. It is very cost effective for classes which may have a small number of students enrolled at each site. In many cases, video conferencing enables the institution or a group of institutions to provide courses which would be canceled due to low enrollment or which could not be supported otherwise because of the cost of providing an instructor in an unusual subject area. Rural areas benefit particularly from classes provided through video conferencing when they work with a larger metropolitan institution that has full-time faculty.

Through teleconferencing, institutions are able to serve all students equitably.

There are a lot of communication barriers faced these days by all. The message intended by the sender is not understood by the receiver in the same terms and sense and thus communication breakdown occurs. It is essential to deal and cope up with these communication barriers so as to ensure smooth and effective communication.

In order to remove hindrances in the way of communication the following steps are worth consideration:

1. Clarify Ideas before Communication

The person sending the communication should be very clear in his mind about what he wants to say. He should know the objective of his message and, therefore, he should arrange his thoughts in a proper order.

2. Communicate According to the Need of the Receiver

The sender of the communication should prepare the structure of the message not according to his own level or ability but he should keep in mind the level, understanding or the environment of the receiver.

3. Consult Others before Communication

At the time of planning the communication, suggestions should be invited from all the persons concerned. Its main advantage will be that all those people who are consulted at the time of preparing the communication plan will contribute to the success of the communication system.

4. Be Aware of Language, Tone and Content of Message

The sender should take care of the fact that the message should be framed in clear and beautiful language. The tone of the message should not injure the feelings of the receiver. As far as possible the contents of the message should be brief and excessive use of technical words should be avoided.

5. Convey Things of Help and Value to the Listener

The subject matter of the message should be helpful to the receiver. The need and interest of the receiver should specially be kept in mind. Communication is more effective in such a situation.

6. Ensure Proper Feedback

The purpose of feedback is to find out whether the receiver has properly understood the meaning of the information received. In the face-to- face communication, the reaction on the face of the receiver can be understood.

But in case of written communication or some other sort of communications some proper method of feedback should be adopted by the sender.

7. Consistency of Message

The information sent to the receiver should not be self- contradictory. It should be in accordance with the objectives, policies, programmes and techniques of the organization. When a new message has to be sent in place of the old one, it should always make a mention of the change otherwise it can create some doubts.

8. Follow up Communication

In order to make communication effective the management should regularly try to know the weaknesses of the communication system. In this context effort can be made to know whether to lay more stress upon the formal or the informal communication would be appropriate.

Similarly, suggestions can be invited in respect of the medium of communication (oral, written and gestural) to know as to which medium would be more effective and appropriate.

9. Be a Good Listener

It is the essence of communication that both the sender and the receiver should be good listeners. Both should listen to the each other’s point of view with attention, patience and positive attitude. A sender can receive much relevant information by being a good listener.

Having effective listening skills means being able to display interest in the topic discussed and understand the information provided. In today’s society, the ability to communicate effectively is becoming increasingly important. Although the ability to speak effectively is a highly sought-after skill, developing effective listening skills is often not regarded in the same respect.

In fact, listening is just as important as speaking. Being a good listener helps solve problems, resolve conflicts, and improve relationships. In the workplace, effective listening contributes to fewer errors, less wasted time, and improved accuracy. Effective listening helps build friendships and careers.

Five ways to improve your listening skills

1. Face the speaker and give them your attention

It is difficult to talk to someone who is constantly looking around. Make sure to face the speaker, maintain eye contact, and give them your undivided attention. In Western cultures, eye contact is necessary for effective communication. Although shyness, uncertainty, or cultural taboos may inhibit eye contact, try your best to make sure the speaker knows that they have your full attention.

2. Keep an open mind

Do not judge or mentally criticize what the speaker is telling you. Doing so can compromise your ability to take in what is being said. Never exhibit judgmental behavior, as it compromises your effectiveness as a listener. You can evaluate what was said after the speaker is finished talking, but don’t do so while you are still listening to them.

Let the speaker finish what they are saying and don’t be a sentence-grabber. Interrupting the speaker or prohibiting them from finishing what they are saying can indicate disrespect to the speaker. Often, interrupting the speaker mid-sentence interrupts their train of thought and can easily destroy a productive conversation.

3. Active listening

Active listening shows the speaker that you’re interested and is an important business communication skill. Using active listening techniques helps to ensure that you correctly understand what is said.

Active listening techniques:

• Paraphrasing back to the speaker what was said, to show understanding
• Nonverbal cues (nodding, eye contact, etc.)
• Verbal affirmations (“I understand,” “I know,” “Thank you,” etc.)
• Demonstrating concern and establishing rapport

4. Just listen

Create a mental model of the information, whether it be a picture or an arrangement of abstract concepts. Listen to keywords and phrases and do not rehearse what you are going to say after the speaker is done talking. Think about what the other person is saying rather than what you are going to respond with. It is difficult to think of what you are going to say while also listening to the speaker. Be attentive and relaxed – don’t get distracted by your own thoughts and feelings.

The term ‘Business Ethics’ refers to the system of moral principles and rules of the conduct applied to business. Business being a social organ shall not be conducted in a way detrimental to the interests of the society and the business sector itself. Every profession or group frames certain do’s and do not’s for its members. The members are given a standard in which they are supposed to operate. These standards are influenced by the prevailing economic and social situations. The codes of conduct are periodically reviewed to suit the changing circumstances.

“Business Ethics is generally coming to know what is right or wrong in the work place and doing what is right. This is in regard to effects of products/services and in relationship with the stake holders.” —Cater Mcnamara

“Business ethics in short can be defined as the systematic study of ethical matters pertaining to the business, industry or related activities, institutions and beliefs. Business ethics is the systematic handling of values in business and industry.” :John Donaldson

Business ethics is the study of appropriate business policies and practices regarding potentially controversial subjects including corporate governance, insider trading, bribery, discrimination, corporate social responsibility, and fiduciary responsibilities. The law often guides business ethics, but at other times business ethics provide a basic guideline that businesses can choose to follow to gain public approval.

Business ethics ensure that a certain basic level of trust exists between consumers and various forms of market participants with businesses. For example, a portfolio manager must give the same consideration to the portfolios of family members and small individual investors. These kinds of practices ensure the public receives fair treatment.

The concept of business ethics began in the 1960s as corporations became more aware of a rising consumer-based society that showed concerns regarding the environment, social causes, and corporate responsibility. The increased focus on so-called social issues was a hallmark of the decade.

Since that time period, the concept of business ethics has evolved. Business ethics goes beyond just a moral code of right and wrong; it attempts to reconcile what companies must do legally versus maintaining a competitive advantage over other businesses. Firms display business ethics in several ways.

Importance of Business Ethics

1. Corresponds to Basic Human Needs

The basic need of every human being is that they want to be a part of the organization which they can respect and be proud of, because they perceive it to be ethical. Everybody likes to be associated with an organization which the society respects as a honest and socially responsible organization. The HR managers have to fulfill this basic need of the employees as well as their own basic need that they want to direct an ethical organization. The basic needs of the employees as well as the managers compel the organizations to be ethically oriented.

2. Credibility in the Public

Ethical values of an organization create credibility in the public eye. People will like to buy the product of a company if they believe that the company is honest and is offering value for money. The public issues of such companies are bound to be a success. Because of this reason only the cola companies are spending huge sums of money on the advertisements now-a-days to convince the public that their products are safe and free from pesticides of any kind.

3. Credibility with the Employees

When employees are convinced of the ethical values of the organization they are working for, they hold the organization in high esteem. It creates common goals, values and language. The HR manager will have credibility with the employees just because the organization has creditability in the eyes of the public. Perceived social uprightness and moral values can win the employees more than any other incentive plans.

4. Better Decision Making

Respect for ethics will force a management to take various economic, social and ethical aspects into consideration while taking the decisions. Decision making will be better if the decisions are in the interest of the public, employees and company’s own long term good.

5. Profitability

Being ethical does not mean not making any profits. Every organisation has a responsibility towards itself also i.e., to earn profits. Ethical companies are bound to be successful and more profitable in the long run though in the short run they can lose money.

6. Protection of Society

Ethics can protect the society in a better way than even the legal system of the country. Where law fails, ethics always succeed. The government cannot regulate all the activities that are harmful to the society. A HR manager, who is ethically sound, can reach out to agitated employees, more effectively than the police.

Sources of Business Ethic

In every society there are three sources of business ethics-Religion, Culture and Law. The HR manager in every organization, thus, has to be well versed with the unique system of values developed by these three sources.

These sources are discussed as follows:

1. Religion

Religion is the oldest source of Religion is the oldest source of ethical inspiration. There are more than ethical inspirations. 1, 00,000 religions which exist across the whole world, but all of them are in agreement on the fundamental principles. Every religion gives an expression of what is wrong and right in business and other walks of life. The Principle of reciprocity towards one’s fellow beings is found in all the religions. Great religions preach the necessity for an orderly social system and emphasize upon social responsibility with an objective to contribute to the general welfare. With these fundamentals, every religion creates its own code of conduct.

2. Culture

Culture is the set of important understandings that members of a community share in common. It consists of a basic set of values, ideas, perceptions, preferences, concept of morality, code of conduct etc. which creates distinctiveness among human groups. When we talk about culture we typically refer to the pattern of development reflected in a society’s pattern of knowledge, ideology, values, laws, social norms and day to day rituals. Depending upon the pattern and stage of development, culture differs from society to society. Moreover culture is passed from generation to generation. Culture facilitates the generation of commitment to something larger than one’s individual self interest.

Culture encourages the members of the organization to give priority to organizational goals over and above their personal interests. Culture also serves as a sense making and control mechanism that guides and shapes the attitudes and behaviour of people. Managers have to run an industrial enterprise on the cutting edge of cultural experience. The tension that their actions create makes the business ethically more complex.

3. Law

The legal system of any country, guide the human behaviour in the society. Whatever, ethics the law defines are binding on the society. The society expects the business to abide by the law. Although it is expected that every business should be law abiding, seldom do the businesses adhere to the rules and regulations. Law breaking in business is common eg. Tax evasion, hoarding, adulteration, poor quality & high priced products, environment pollution etc.

Examples of Business Ethics

Here are a few examples of business ethics at work as corporations attempt to balance marketing and social responsibility. For example, Company XYZ sells cereals with all-natural ingredients. The marketing department wants to use the all-natural ingredients as a selling point, but it must temper enthusiasm for the product versus the laws that govern labeling practices.

Some competitors’ advertisements tout high-fiber cereals that have the potential to reduce the risk of some types of cancer. The cereal company in question wants to gain more market share, but the marketing department cannot make dubious health claims on cereal boxes without the risk of litigation and fines. Even though competitors with larger market shares of the cereal industry use shady labeling practices, that doesn’t mean every manufacturer should engage in unethical behavior.

For another example, consider the matter of quality control for a company that manufactures electronic components for computer servers. These components must ship on time, or the manufacturer of the parts risks losing a lucrative contract. The quality-control department discovers a possible defect, and every component in one shipment faces checks.

Unfortunately, the checks may take too long, and the window for on-time shipping could pass, which could delay the customer’s product release. The quality-control department can ship the parts, hoping that not all of them are defective, or delay the shipment and test everything. If the parts are defective, the company that buys the components might face a firestorm of consumer backlash, which may lead the customer to seek a more reliable supplier.

Nature of Business Ethics

The characteristics or features of business ethics are:

• Code of conduct: Business ethics is a code of conduct. It tells what to do and what not to do for the welfare of the society. All businessmen must follow this code of conduct.
• Based on moral and social values: Business ethics is based on moral and social values. It contains moral and social principles (rules) for doing business. This includes self-control, consumer protection and welfare, service to society, fair treatment to social groups, not to exploit others, etc.
• Gives protection to social groups: Business ethics give protection to different social groups such as consumers, employees, small businessmen, government, shareholders, creditors, etc.
• Provides basic framework: Business ethics provide a basic framework for doing business. It gives the social cultural, economic, legal and other limits of business. Business must be conducted within these limits.
• Voluntary: Business ethics must be voluntary. The businessmen must accept business ethics on their own. Business ethics must be like self-discipline. It must not be enforced by law.
• Requires education and guidance: Businessmen must be given proper education and guidance before introducing business ethics. The businessmen must be motivated to use business ethics. They must be informed about the advantages of using business ethics. Trade Associations and Chambers of Commerce must also play an active role in this matter.
• Relative Term: Business ethics is a relative term. That is, it changes from one business to another. It also changes from one country to another. What is considered as good in one country may be taboo in another country.
• New concept: Business ethics is a newer concept. It is strictly followed only in developed countries. It is not followed properly in poor and developing countries.

Scope of Business Ethics

Ethical problems and phenomena arise across all the functional areas of companies and at all levels within the company.

1. Ethics in Compliance

Compliance is about obeying and adhering to rules and authority. The motivation for being compliant could be to do the right thing out of the fear of being caught rather than a desire to be abiding by the law. An ethical climate in an organization ensures that compliance with law is fuelled by a desire to abide by the laws. Organizations that value high ethics comply with the laws not only in letter but go beyond what is stipulated or expected of them.

2. Ethics in Finance

The ethical issues in finance that companies and employees are confronted with include:

• In accounting: window dressing, misleading financial analysis.
• Related party transactions not at arm’s length
• Insider trading, securities fraud leading to manipulation of the financial markets.
• Executive compensation.
• Bribery, kickbacks, over billing of expenses, facilitation payments.
• Fake reimbursements

3. Ethics in Human Resources

Human resource management (HRM) plays a decisive role in introducing and implementing ethics. Ethics should be a pivotal issue for HR specialists. The ethics of human resource management (HRM) covers those ethical issues arising around the employer-employee relationship, such as the rights and duties owed between employer and employee.

The issues of ethics faced by HRM include:

• Discrimination issues i.e. discrimination on the bases of age, gender, race, religion, disabilities, weight etc.
• Sexual harassment.
• Affirmative Action.
• Issues surrounding the representation of employees and the democratization of the workplace, tradeization.
• Issues affecting the privacy of the employee: workplace surveillance, drug testing.
• Issues affecting the privacy of the employer: whistle-blowing.
• Issues relating to the fairness of the employment contract and the balance of power between employer and employee.
• Occupational safety and health.

Companies tend to shift economic risks onto the shoulders of their employees. The boom of performance-related pay systems and flexible employment contracts are indicators of these newly established forms of shifting risk.

4. Ethics in Marketing

Marketing ethics is the area of applied ethics which deals with the moral principles behind the operation and regulation of marketing. The ethical issues confronted in this area include:

• Pricing: price fixing, price discrimination, price skimming.
• Anti-competitive practices like manipulation of supply, exclusive dealing arrangements, tying arrangements etc.
• Misleading advertisements
• Content of advertisements.
• Children and marketing.
• Black markets, grey markets.

5. Ethics of Production

This area of business ethics deals with the duties of a company to ensure that products and production processes do not cause harm. Some of the more acute dilemmas in this area arise out of the fact that there is usually a degree of danger in any product or production process and it is difficult to define a degree of permissibility, or the degree of permissibility may depend on the changing state of preventative technologies or changing social perceptions of acceptable risk.

• Defective, addictive and inherently dangerous products and
• Ethical relations between the company and the environment include pollution, environmental ethics, and carbon emissions trading.
• Ethical problems arising out of new technologies for eg. Genetically modified food
• Product testing ethics.

The most systematic approach to fostering ethical behaviour is to build corporate cultures that link ethical standards and business practices.