{"id":261,"date":"2018-07-10T05:48:12","date_gmt":"2018-07-10T05:48:12","guid":{"rendered":"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/?post_type=chapter&#038;p=261"},"modified":"2018-08-01T09:12:52","modified_gmt":"2018-08-01T09:12:52","slug":"communication-in-library-and-information-centres","status":"publish","type":"chapter","link":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/chapter\/communication-in-library-and-information-centres\/","title":{"rendered":"Communication in Library and Information  Centres"},"content":{"raw":"<div>\r\n\r\n&nbsp;\r\n\r\n<strong>I.\u00a0<\/strong><strong>Objectives<\/strong>\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\nThe objectives of the unit\/module are to:\r\n\r\n<strong>\u00a0<\/strong>\r\n<ul>\r\n \t<li>Describe the importance of staff communication in libraries,<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>Elaborate the forms of communication in an organisation,<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>Differentiate between internal and external communication,<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>Explain the role of formal and information communication, and<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>List the various forms of staff communication in libraries.<\/li>\r\n<\/ul>\r\n&nbsp;\r\n\r\n<strong>II.\u00a0<\/strong><strong>Learning Outcomes<\/strong>\r\n\r\n<strong>\u00a0<\/strong>\r\n<p style=\"text-align: justify\">After going through this unit\/module, you would learn about the importance of staff communication in libraries, various forms of organisation communication, differentiate between internal and external communication, role of formal and information communication, and the various forms of staff communication in libraries.<\/p>\r\n<strong>\u00a0<\/strong>\r\n\r\n<strong>III.\u00a0<\/strong><strong>Structure<\/strong>\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\n1. Introduction\r\n\r\n&nbsp;\r\n\r\n2. Importance of communication\r\n\r\n&nbsp;\r\n\r\n2.1.\u00a0 Communication at individual level\r\n\r\n&nbsp;\r\n\r\n2.2.\u00a0 Communication at organization level\r\n\r\n&nbsp;\r\n\r\n3. Forms of communication\r\n\r\n&nbsp;\r\n\r\n4. Librarians as communication managers\r\n\r\n&nbsp;\r\n\r\n5. Methods of communication\r\n\r\n&nbsp;\r\n\r\n5.1.\u00a0 Internal communication\r\n\r\n&nbsp;\r\n\r\n5.2.\u00a0 External communication\r\n\r\n&nbsp;\r\n\r\n5.3.\u00a0 Oral communication in practice\r\n\r\n&nbsp;\r\n\r\n5.4.\u00a0 Non-verbal communication\r\n\r\n&nbsp;\r\n\r\n6.Communication process\r\n\r\n&nbsp;\r\n\r\n7. Channels of communication\r\n\r\n&nbsp;\r\n\r\n7.1.\u00a0 Formal communication network\r\n\r\n&nbsp;\r\n\r\n7.2.\u00a0 Informal communication network\r\n\r\n<\/div>\r\n<span style=\"text-align: initial;font-size: 1em\">\u00a0 \u00a0 8.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Communication media<\/span>\r\n<div>\r\n\r\n\u00a0 \u00a0 8.1.\u00a0 Impact of information technology\r\n\r\n&nbsp;\r\n\r\n8.2.\u00a0 Social media\r\n\r\n&nbsp;\r\n\r\n9. Communication strategies\r\n\r\n&nbsp;\r\n\r\n9.1.\u00a0 Communication plan objectives\r\n\r\n&nbsp;\r\n\r\n9.2.\u00a0 Planning and strategizing communication\r\n\r\n&nbsp;\r\n\r\n10. Barriers to communication\r\n\r\n&nbsp;\r\n\r\n11. Skills of a good communicator\r\n\r\n&nbsp;\r\n\r\n12. Summary\r\n\r\n&nbsp;\r\n\r\n13. References\r\n\r\n&nbsp;\r\n\r\n<strong>1.\u00a0\u00a0<\/strong><strong>Introduction<\/strong>\r\n\r\n<strong>\u00a0<\/strong>\r\n<p style=\"text-align: justify\">The word communicate comes from the latin <em>communis<\/em> or common. It indicates that two people or two groups have something in common but many problems and disputes can be traced to a lack of understanding. Effective communication skills are something no one can do without, on the job or in your personal life. There is no enterprise in human affairs, from top-level negotiations to everyday personal interactions that can go smoothly in the absence of great communication.<\/p>\r\n<strong>\u00a0<\/strong>\r\n<p style=\"text-align: justify\">Libraries, as non-profit service enterprises have a particular management process, just like for profit. The basic elements of this process, planning, organization, leadership and effective and efficient management of control systems in libraries contain important functions. Although the steps involved in this process and strict criteria have been met to support this process, even the most basic need to skip a critical element of success \"Effective Communication\".<\/p>\r\n<strong>\u00a0<\/strong>\r\n<p style=\"text-align: justify\">`Communication makes the world habitable. Consciously involves sharing ideas, feelings, thoughts, and many other things that humans share. Ojomo (2004) defined communication as the process of sharing ideas, feelings, thoughts and messages with others. Rothwell (2001) sees communication as a transactional process of sharing meaning with others. Kemoni (2004) citing Ojiambo is of the view that communication involves the giving and receiving of information, signals or messages by talk, gestures and writing. Odini (1999) identifies communication as one of the core competencies that all information professionals should possess. Interpersonal communication involves sending and receiving messages between two or more people.<\/p>\r\n\r\n<\/div>\r\n<span style=\"text-align: initial;font-size: 1em\">Some aspects of effective communication are:<\/span>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<strong><em>Every individual has his own unique language<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Generally speaking, there are as many languages as there are individuals, because every person uses his or her own unique combination of spoken languages, non-verbal communication skills, and styles of argumentation to express thoughts.<\/p>\r\n&nbsp;\r\n\r\n<strong><em>Know who you\u2019re speaking to<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Empathizing with people from different backgrounds, and seeing the world through their eyes, can allow you to communicate with anyone, anywhere in the world. For an effective communicator, the audience is first and foremost, one cannot formulate one\u2019s argument until one properly understands where the listeners are coming from. Don\u2019t coerce - persuade.<\/p>\r\n&nbsp;\r\n\r\n<strong><em>An embarrassment of riches<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Everyone realizes that people communicate by speaking. But it is amazing to consider how much of our feelings and even thoughts we convey by non-verbal communication. Our gestures and facial expressions can tell the listener (or rather, watcher! ) a lot about us. Often, the impression we give by our body language and movements can colour the message we are trying to express with our spoken words.<\/p>\r\n&nbsp;\r\n\r\n<strong><em>Be aware<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Be aware of every factor in the communication process about your own strengths and weakness, the expectations of your listener, the logic of your arguments, and, most importantly, the goal you have in mind for the interaction. If the conversation strays, guide it gently back to the central issue at hand, and pursue your aims with good communication.<\/p>\r\n&nbsp;\r\n\r\n<strong>2.\u00a0<\/strong><strong>Importance of Communication<\/strong>\r\n\r\n&nbsp;\r\n\r\nWe can see the communication from the perspective of an individual and from the perspective of an organization.\r\n\r\n&nbsp;\r\n\r\n<em style=\"font-weight: bold\">2.1<\/em>\u00a0<strong><em>Communication at individual level<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">In a civil society, one has to deal in person with all kinds of people. You may have to interact with people within your organisation: these may be your colleagues or co-workers, superiors or subordinates - who may work with you in your own department, in another part of the building or in another branch. And you may also have to deal with people from outside the organization: clients, suppliers, visitors and members of the public. Moreover, these people may be friends, acquaintances or strangers -<span style=\"font-size: 1em;text-align: initial\">people of your own age, or people who are younger or older than you.<\/span><\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<em style=\"font-weight: bold\">2.2<\/em>\u00a0<strong><em>Communication at organization level<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">All managerial functions like planning, organizing, directing, co-coordinating and controlling can be well performed with the tools of good communication.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\">The process of communication makes it possible for managers to carry out their tasks and responsibilities. Information must be communicated to managers so that they will have a basis for planning as the plans must be communicated to others to be carried out. Organizing requires communicating with people about their job assignments. Leading requires managers to communicate with subordinates so that group goals can be achieved. Oral, written, and increasingly, electronic communications are an essential part of controlling. Managers can carry out their management functions only by interacting with and communicating with others. The communication process is thus the foundation for the management functions.<\/p>\r\n&nbsp;\r\n\r\n<strong>3.\u00a0<\/strong><strong>Forms of Communication<\/strong>\r\n\r\n&nbsp;\r\n\r\nThere are four major forms of communication (Norton and Dutt, 2003).\r\n\r\n&nbsp;\r\n\r\n<strong><em>a) Intra-personal Communication<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Communication is an ongoing process and intra-personal communication is one of the important aspect of it. For example, if we see food that we are allergic to, we will say, \u2018I should not eat that as it gives me stomach ache\u2019. So we have communicated to ourselves the aversion to taking such foods. This way we keep communicating with ourselves about factors that influence us or affect us.<\/p>\r\n&nbsp;\r\n\r\n<strong><em>b) Inter-personal Communication<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Inter-personal communication takes place between two people who share some kind of a relationship. Interpersonal communication allows us to better understand the external world events, the people and their environment. Interpersonal communication may take place between two people or between small groups of people.<\/p>\r\n&nbsp;\r\n\r\n<strong><em>c) Group Communication<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">The librarian intends to send a piece of communication to a niche community on a specific issue. This is also termed as customized information service.<\/p>\r\n&nbsp;\r\n\r\n<strong><em>d) Mass Communication<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">With the advent of printing and information technology, a new form of communication was introduced. Mass communication involves the newspapers (and other print media), television, radio, Internet, etc. All these are forms of mass communication and\u00a0<span style=\"font-size: 1em;text-align: initial\">can be used very powerfully to mould opinions and get people to act in a desired manner<\/span><\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<strong>4. Librarians as Communication Managers<\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Today, the real people take important decisions, and an institution designated by the managers is involved in a business organization. Changes in internal and external environment, the mission of library administrator who has administrative position has to communicate effectively and efficiently. There are 8 vital attributes that have been identified which are useful for an effective communication. (Table 1)<\/p>\r\n&nbsp;\r\n<table class=\"aligncenter\" style=\"height: 381px;width: 60%\" border=\"1\">\r\n<tbody>\r\n<tr style=\"height: 14px\">\r\n<td style=\"width: 91.0625px;height: 14px\"><strong>Attributes<\/strong><\/td>\r\n<td style=\"width: 705.063px;height: 14px\"><strong>Roles and Responsibilities<\/strong><\/td>\r\n<\/tr>\r\n<tr style=\"height: 29px\">\r\n<td style=\"width: 91.0625px;height: 29px\"><em>Credibility<\/em><\/td>\r\n<td style=\"width: 705.063px;height: 29px\">Librarians to create and establish credibility in the organisation by\u00a0developing a trust with the senior management and peer groups.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 29px\">\r\n<td style=\"width: 91.0625px;height: 29px\"><em>Content<\/em><\/td>\r\n<td style=\"width: 705.063px;height: 29px\">Library manager has to be very clear in his content which he wants to\u00a0communicate and deliver. It should not be elaborative but pin-pointed\u00a0and meaningful.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 29px\">\r\n<td style=\"width: 91.0625px;height: 29px\"><em>Context<\/em><\/td>\r\n<td style=\"width: 705.063px;height: 29px\">To provide the right information it has to be well-crafted content. The\u00a0contextual-message should be in-depth.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 29px\">\r\n<td style=\"width: 91.0625px;height: 29px\"><em>Continuity<\/em><\/td>\r\n<td style=\"width: 705.063px;height: 29px\">The\u00a0 library manager\u00a0 and\u00a0 this\u00a0 communication\u00a0 should\u00a0 take\u00a0 their\u00a0feedback constantly must make his arguments.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 29px\">\r\n<td style=\"width: 91.0625px;height: 29px\"><em>Consistency<\/em><\/td>\r\n<td style=\"width: 705.063px;height: 29px\">Library manager should be consistent, and promise a return, what has\u00a0been communicated. This will develop trust among the management\u00a0and peer group.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 35px\">\r\n<td style=\"width: 91.0625px;height: 35px\"><em>Channels<\/em><\/td>\r\n<td style=\"width: 705.063px;height: 35px\">Library manager is required to identify and set up right communication\u00a0channels to communicate. Sometimes appropriate blend of right\u00a0channels would be very effective.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 31px\">\r\n<td style=\"width: 91.0625px;height: 31px\"><em>Capacity of the\u00a0audience<\/em><\/td>\r\n<td style=\"width: 705.063px;height: 31px\">The identification and appropriate use of right channel for the right\u00a0audience is necessary. Different channels are used depending upon\u00a0the capacity and different tier of audiences.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 15px\">\r\n<td style=\"width: 91.0625px;height: 15px\"><em>Clarity<\/em><\/td>\r\n<td style=\"width: 705.063px;height: 15px\">Librarian\u2019s message that will be\u00a0 given\u00a0 a clear,\u00a0 understandable,\u00a0accurate, and give simple words. Avoid ambiguity in the message.\u00a0Usage of symbols, images are preferred and make impact.<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<p style=\"text-align: center\"><strong>Table 1: Eight Attributes of Effective Communication<\/strong><\/p>\r\n&nbsp;\r\n\r\n<strong>5.\u00a0<\/strong><strong>Methods of Communication<\/strong>\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\nThe main methods of oral and written communication, both internal and external, are<span style=\"text-align: initial;font-size: 1em\">shown in the following diagrams.<\/span>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<em style=\"font-weight: bold\">5.1<\/em>\u00a0<strong><em>Internal communication<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">The <em>Figure 1<\/em> below depicts the interface between oral and written communication. Depending upon the audiences, either oral or written or blend of both kinds of communication may be used to communicate.<\/p>\r\n&nbsp;\r\n\r\n<img class=\"size-full wp-image-264 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-57.png\" alt=\"\" width=\"560\" height=\"257\" \/>\r\n\r\n&nbsp;\r\n\r\n&nbsp;\r\n\r\n<strong><em>5.2<\/em><\/strong>\u00a0\u00a0\u00a0\u00a0\u00a0 <strong><em>External communication<\/em><\/strong>\r\n\r\n&nbsp;\r\n\r\n<em>Figure 2 <\/em>shows the different nature of oral and written communication.\r\n\r\n<\/div>\r\n<div>\r\n\r\n<img class=\"size-full wp-image-265 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-58.png\" alt=\"\" width=\"519\" height=\"315\" \/>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">In your life you will probably spend much more of your time talking and listening to colleagues and clients than you will be writing and reading. In this process, both oral and non-verbal communications become quite significant (Norton and Dutt, 2003).<\/p>\r\n&nbsp;\r\n\r\nOral communication can take a variety of forms. It can be over the telephone or face to face. It can be:\r\n\r\n&nbsp;\r\n<ul>\r\n \t<li>A private discussion<\/li>\r\n \t<li>A conversation over lunch<\/li>\r\n \t<li>A gossip in the lift<\/li>\r\n \t<li>A telephone conversation<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\r\n \t<li>A chance meeting in the corridor<\/li>\r\n \t<li>An informal gathering of staff<\/li>\r\n \t<li>Instructing subordinates<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\r\n \t<li>Dealing with clients<\/li>\r\n \t<li>Formal meetings<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\r\n \t<li>\u00a0Interviews<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\r\n \t<li>Training sessions<\/li>\r\n \t<li>Giving a presentation<\/li>\r\n \t<li>Conferences\/seminars<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Effective oral communication should be planned just as carefully as planning what you write. Here are some guidelines to follow in order to create a well-structured oral message.<\/p>\r\n&nbsp;\r\n<ul>\r\n \t<li>Decide the desired outcome - what is the aim of your message?<\/li>\r\n \t<li>Select the important facts and figures to support your message.<\/li>\r\n \t<li>Identify key points of your message.<\/li>\r\n \t<li>Arrange the key points in a suitable order which will flow naturally from introduction to middle to conclusion.<\/li>\r\n \t<li>Choose an appropriate style in which to put your message over. Its acceptance will depend very much on:<\/li>\r\n \t<li>\u00a0Facial expressions (sincerity, warmth, assertiveness, diplomacy, fairness).<\/li>\r\n \t<li>Body stance and gestures (ease, physical presence, enthusiasm, conviction, determination, respect, eye contact).<\/li>\r\n \t<li>Articulation (tone, enunciation, emphasis, volume, projection).<\/li>\r\n \t<li>When delivering the message, monitor the feedback constantly. Watch for unusual facial expressions, gestures, body movements. Be prepared to adjust your delivery or content in accordance with the listener\u2019s reactions.<\/li>\r\n \t<li>Know when you have said enough and try to end on a positive note.<\/li>\r\n<\/ul>\r\n&nbsp;\r\n\r\n<strong><em>Listening Skills<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Listening is an integral part of oral communication, and it is a skill that needs to be practiced and taken equally as seriously as speaking. All effective leaders and managers realize the importance of acquiring good listening skills (Robbins 1992).<\/p>\r\n&nbsp;\r\n\r\nHere are some guidelines to follow if you want to be an effective listener.\r\n\r\n&nbsp;\r\n<ul>\r\n \t<li><strong>Prepare to listen: <\/strong>Clear your mind so that your attention is assured. Concentrate on what is being said. Learn to listen, not just hear!<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li><strong>Establish eye contact: <\/strong>This shows that you are listening, as does your posture.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li><strong>Watch for signals: <\/strong>Pick up aspects that the speaker considers important by watching posture and gestures, and listening to intonation in the speaker\u2019s words. This is like listening to the \u2018music\u2019 as well as the words.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<div>\r\n<ul>\r\n \t<li><strong>Exact main points: <\/strong>Pick out and repeat to yourself the key words or phrases. This will help to fix in your mind what is being said.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li><strong>Give feedback: <\/strong>Learns to give positive feedback non-verbally, by nodding and smiling. Be alert so that you can provide a suitable remark or ask a question to assist your understanding of the message.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li><strong>Make note: <\/strong>Record important conversations afterwards. Your notes will serve as a useful reminder. Develop your note-taking skills by jotting down the salient points of lectures or meetings.<\/li>\r\n<\/ul>\r\n&nbsp;\r\n\r\n<strong><em>Interviews<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">One very important type of oral communication is an interview. You may be involved in various kinds of interviews:<\/p>\r\n&nbsp;\r\n<ul>\r\n \t<li><strong>Selection interview: <\/strong>the kind where you consider someone for a job.<\/li>\r\n \t<li><strong style=\"text-align: initial;font-size: 1em\">Promotion interviews: <\/strong><span style=\"text-align: initial;font-size: 1em\">this takes place when you wish to be considered for a job at a higher grade within your organization.<\/span><\/li>\r\n \t<li><strong>Appraisal interviews: <\/strong>this generally takes place annually to review progress and discuss the future.<\/li>\r\n \t<li><strong>Counseling interviews: <\/strong>this may be held to find out what has been troubling the employee or why someone has not been working to their usual high standard.<\/li>\r\n \t<li><strong style=\"text-align: initial;font-size: 1em\">Disciplinary interviews: <\/strong><span style=\"text-align: initial;font-size: 1em\">this is carried out when an employee has been accused of breaching usual procedures.<\/span><\/li>\r\n \t<li><strong>Grievance interviews: <\/strong>This is carried out when an employee feels that he or she has been treated badly by another member of staff.<\/li>\r\n<\/ul>\r\n&nbsp;\r\n\r\n<strong><em>The Telephone<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Most of us use the telephone several times a day to talk with friends or to make social arrangements. These calls are usually quite straightforward and require little planning. Using the telephone for business purposes is very different. In any organization the person on the telephone represents the centre and gives an impression of the organization to the outside world. If you are to ensure good public relations, effective telephone techniques must be mastered.<\/p>\r\n&nbsp;\r\n\r\n<strong><em>5.4<\/em><\/strong>\u00a0\u00a0\u00a0\u00a0\u00a0 <strong><em>Non-verbal communication<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Non-verbal communication techniques are often used unconsciously, for instance, while speaking we may throw our arms around, while listening a sudden shock may result in a sharp intake of breath. Such non-verbal signals add impact to a meaning, and thus combine to provide an instant impression in a way, which written communication or\u00a0<span style=\"font-size: 1em;text-align: initial\">telephone calls cannot. Actions of this sort are an important part of the communication process.<\/span><\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<strong><em>Posture: <\/em><\/strong>The way people stand or sit can say a lot about how they feel. Someone who is nervous or anxious will fidget with their hands, tap their feet, drum the table with their fingers. Someone who is sitting well back in their chair, legs crossed at the ankle, may be seen as being relaxed and confident.\r\n\r\n&nbsp;\r\n\r\n<strong><em>Facial expressions: <\/em><\/strong>Human faces are capable of communicating a wide range of expressions and emotion. A smile conveys good humor, raised eyebrows denote questioning and disbelief, a frown denotes upset or worry.\r\n\r\n&nbsp;\r\n\r\n<strong><em>Gestures: <\/em><\/strong>Many gestures are used as we speak, for example shaking a fist to denote anger, sweeping arms in excitement, using hands for emphasis. In listening, too, gestures are used, like nodding in agreement, shaking your head in disapproval, putting your hand to your chin in consideration, folding your arms in boredom. There are all valuable signs in communicating and you should learn to read such gestures carefully.\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Eye contact: <\/em><\/strong>The importance of eye contact is paramount. Looking someone directly in the eye suggests openness, honesty, confidence and comfort. Looking away gives an impression of being conniving or sly, or perhaps just unsure and uncomfortable. When speaking to one person try to look them in the eye. When speaking to a group avoid fixing your gaze on one or two people - let your eyes rove around regularly in all corners of the room to let everyone feel involved.<\/p>\r\n&nbsp;\r\n\r\n<strong>6.\u00a0<\/strong><strong>Communication Process<\/strong>\r\n\r\n<strong>\u00a0<\/strong>\r\n<p style=\"text-align: justify\">The communication process is a loop that connects the sender and the receiver and operates in both directions. Communication is not complete until the original sender knows that the receiver understands the message.<\/p>\r\n<strong>\u00a0<\/strong>\r\n<p style=\"text-align: justify\">The communication process involves eight basic elements: source (sender), encoding, message, transmission channel, receiver, decoding, noise, and feedback. Managers can improve communication skills by becoming aware of these elements and how they contribute to successful communication. Communication can break down at any one of these elements.<\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n<img class=\"size-full wp-image-266 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-59.png\" alt=\"\" width=\"485\" height=\"330\" \/>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Source (sender) <\/em><\/strong>- The communication process begins with sender. Sender wishes to send a message to the receiver.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Message <\/em><\/strong><em>- <\/em>The message is 'what the sender wants to convey' to the receiver. It may be an idea, or feeling, or some information. Every message has a purpose or objective. The sender intends \u2014 whether consciously or unconsciously \u2014 to accomplish something by communicating. In organizational contexts, messages typically have a definite objective: to motivate, to inform, to teach, to persuade, to entertain, or to inspire.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Encoding <\/em><\/strong>- To encode is to put a message into words or images. The sender organizes his message into a series of symbols - either written words or spoken words or gestures or any other symbolic act or a combination of these modes. This is termed as encoding of the message. There are three encoding skills: speaking, writing, and body language.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Transmission channel <\/em><\/strong>- The channel is the method of transmission from one person to another (such as air for spoken words and paper for letters), it is often inseparable from the message. For communication to be effective and efficient, the channel must be appropriate for the message.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Receiver <\/em><\/strong>- The <em>receiver <\/em>is the person or group for whom the communication effort is intended. The message must be crafted with the receiver\u2019s background in mind. If the message does not reach a receiver, communication has not taken place.<span style=\"font-size: 1em;text-align: initial\">The situation is not much improved if the message reaches a receiver but the receiver doesn't understand it.<\/span><\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Decoding<\/em><\/strong><span style=\"font-size: 1em\">- Decoding is the process by which the receiver interprets the message and translates it into meaningful information. Decoding involves two things: one is technically receiving the message as it has been sent, and the other is interpreting the message the way sender wants receiver to understand.<\/span><\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Feedback <\/em><\/strong>- Feedback is reaction, without it, the sender of the message cannot know whether the recipient has received the entire message or grasped its intent. The need for feedback should be clearly understood. Feedback is the return of a portion of the message to the sender with new information. It regulates both the transmission and reception. The whole process is straightforward: the sender transmits the message via the most suitable communication media, the receiver gets the message, decodes it, and provides feedback. Feedback enables the sender to adjust his performance to the needs and responses of the receiver(s).<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\">Organizational feedback may be in a variety of forms, ranging from direct feedback, such as a simple spoken acknowledgement that the message has been received, to indirect feedback, expressed through actions or documentation.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Noise<\/em><\/strong>- Noise is any disturbance that obscures, reduces, or confuses the clarity or quality of the message being transmitted. In other words, it is any interference that takes place between the sender and the receiver. This is why we generally identify any communication problem that can't be fully explained as \u201cnoise.\u201d<\/p>\r\n&nbsp;\r\n\r\n<strong>7.\u00a0<\/strong><strong>Channels of Communication<\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">A channel of communication is the path through which information flows throughout the organization. It may be formal or informal.<\/p>\r\n&nbsp;\r\n\r\n<strong>7.1<\/strong>\u00a0<strong><em>Formal communication network<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Formal Communication networks are systems designed by management to dictate who should talk to whom to get a job done. All downwards, upward and horizontal communications flow through this network. This network is created to regulate the flows of communication so as to avoid any confusion and make it more orderly, timely and smooth.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\">Some of the merits of formal communication network are discussed below:<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Satisfy the information needs of the organization <\/em><\/strong>- Formal channels of communication are designed to cater to the informational needs of the\u00a0<span style=\"font-size: 1em;text-align: initial\">organization, i.e., when and where, what kind of information is required and who is to provide it.<\/span><\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong style=\"text-align: initial;font-size: 1em\"><em>Integrates the organization <\/em><\/strong><em style=\"text-align: initial;font-size: 1em\">- <\/em><span style=\"text-align: initial;font-size: 1em\">Formal communication channels work as linking wires in a big sized organization, and thus integrate its functioning.<\/span><\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Coordination and control<\/em><\/strong><em style=\"font-size: 1em\">- <\/em><span style=\"font-size: 1em\">By providing required information at right time to right places, the formal communication networks greatly facilitates coordination and control in the organization.<\/span><\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Sorts the information for high-level executives <\/em><\/strong><em style=\"font-size: 1em\">- <\/em><span style=\"font-size: 1em\">Formal communication channels facilitate the flow of selective information to the top executives. Otherwise they will be finding themselves in the midst of all relevant and irrelevant information.<\/span><\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Restricts unwanted flow of information <\/em><\/strong><span style=\"font-size: 1em\">- When a person is supposed to formally communicate some information to some authority, that itself has a restrictive implication that he need not disseminate this information anywhere else.<\/span><\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Reliability and accuracy of information <\/em><\/strong><span style=\"font-size: 1em\">- When information moves through formal channel, it has to have some basis to substantiate it. It is at any time more reliable and accurate than the informally obtained information.<\/span><\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\nHowever, the formal communication network entails some limitations also:\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Time consuming and expensive <\/em><\/strong><em>- <\/em>As formal communication channels involve many levels, information takes time to travel across. Moreover, paper work, involvement of executive\u2019s time, and other facilities required for the communication network make it an expensive proposition.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>It increases the workload of the line supervisor <\/em><\/strong>- As most of the reporting goes from down to up, generally line supervisor is the person who has to devote a good deal of time in forwarding information under formal channels. This leaves him with little time to perform other organizational functions properly.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Information may get distorted <\/em><\/strong>- There are dangers of messages being lost, filtered or distorted as they pass through many points.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>Creates gaps between top executives and lower subordinates <\/em><\/strong>- Formal communication channels reduce the need of contact between the top executive and the subordinates at the lowest level. Many a times they do not even recognize each other. This adversely affects superior-subordinate relationships.\u00a0<span style=\"font-size: 1em;text-align: initial\">Whatever these limitations are, the need for a formal network of communication cannot be done away with. An organization has to have a formal communication structure. Of course one can strive to make it more economic and efficient by not being too rigid and too elaborate.<\/span><\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<strong>7.2 Informal communication network<\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Informal communication network is not a deliberately formed network. It arises to meet needs that are not satisfied by formal communication. Employees form friendships, and cliques develop, they talk in gatherings, the persons working at same place may talk just like that, and likewise. These in turn allow employees to fill in communication gaps within the formal channels. Following are some of the sources of informal communication:<\/p>\r\n&nbsp;\r\n\r\n<em>1.\u00a0\u00a0 <\/em><em>Grapevine <\/em>- channel mostly associated with gossip and rumors.\r\n\r\n<em>\u00a0<\/em>\r\n\r\n<em>2.\u00a0\u00a0 <\/em><em>Social gatherings <\/em>- organizational gatherings give a chance to people of various ranks to meet and talk.\r\n\r\n<em>\u00a0<\/em>\r\n\r\n<em>3.\u00a0\u00a0 <\/em><em>Management by walking around <\/em>- where a manager informally walks through the work area and casually talks to employees.\r\n\r\n<em>\u00a0<\/em>\r\n<p style=\"text-align: justify\"><em>4.\u00a0\u00a0 <\/em><em>Secretaries\/administrative assistants - <\/em>It is very common that the secretaries or administrative assistants of the top bosses pass and receive much information informally.<\/p>\r\n<em>\u00a0<\/em>\r\n\r\n<strong>8.\u00a0<\/strong><strong>Communication Media<\/strong>\r\n\r\n<strong>\u00a0<\/strong>\r\n<p style=\"text-align: justify\">Some of the traditional\/primitive methods used for communication have been visual and audio in the form of gestures, sound and pictures\/drawings. Technology today has transformed these sounds and gestures to produce speech, videos, films, posters and theatre. The evolution of different means has opened up a vast potential for communication. With a plethora of tools and methods to use, the communicator may find it difficult to choose an appropriate one. How is this choice to be made? Answer to this question depends on our understanding of the impact of information technology on our everyday life.<\/p>\r\n&nbsp;\r\n\r\n<em style=\"font-weight: bold\">8.1<\/em>\u00a0<strong><em>Impact of information technology<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">In recent years, there has been an information technology (IT) revolution. While paper-based manual systems for processing information and communication are still very much evident, computer-based technology is increasingly undertaking most office functions and procedures. The implications of IT on communication methods cannot\u00a0<span style=\"font-size: 1em;text-align: initial\">be ignored. However, technology will always require people, and in communication it is the input of the human agency that will ensure effective communication (or otherwise). Figure 4 helps to understand the impact of information technology in a better manner. (Tanenbaum, 2007).<\/span><\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">The fundamental skills of structure, tone and composition will always be of vital importance in ensuring effective communication. As originators of printed communications, people have control over these factors. However, while technological developments are making their role more interesting and challenging, the conventional presentation techniques should not be allowed to suffer. High standards must be set and maintained in order to ensure that your communications are not only appropriately worded and logically structured, but are also consistently and attractively presented.<\/p>\r\n&nbsp;\r\n\r\n<img class=\"size-full wp-image-267 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-60.png\" alt=\"\" width=\"499\" height=\"243\" \/>\r\n\r\n<strong><em>8.2<\/em><\/strong>\u00a0\u00a0\u00a0\u00a0\u00a0 <strong><em>Social media<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Social media has drastically changed how we communicate. Not too long ago, we communicated through mail, on a land-line telephone, and in person. Today, we send text messages; leave voice messages; use instant messenger; send emails; talk through headphones, cell phones, and online video phones; and of course, interact through the Internet where a plethora of social media tools has redefined communication. Such a redefinition has had an enormous effect. The entire paradigm of social media has altered the basic rules of communication, especially between business and their audiences. The one-way communication methods of the recent past, business-to-customer and business-to-business, have been replaced by a more robust multidimensional communication model. That model is collectively called social media (also referred to as Web 2.0).<\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">While the tools and kinds of social media are many and their implementations seemingly boundless, they all share a common set of characteristics that meet the rules of social media (stated above). Given below are the five C\u2019s of social media:<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><em>1.\u00a0<\/em><strong><em>Conversation. <\/em><\/strong>No longer is the communication one-way, broadcast or somehow sent to a passive audience. Social media is at least a two-way conversation, and often a multidimensional conversation. Social media engages everyone involved.<\/p>\r\n<em>\u00a0<\/em>\r\n<p style=\"text-align: justify\"><em>2.\u00a0<\/em><strong><em>Contribution. <\/em><\/strong>Social media encourages contributions and reactions from anyone who is interested. \u2018Encourage\u2019 is the key here, social media solicits an interaction, positive and negative, by making it easy to contribute.<\/p>\r\n<em>\u00a0<\/em>\r\n<p style=\"text-align: justify\"><em>3.\u00a0<\/em><strong><em>Collaboration. <\/em><\/strong>Social media promotes an exchange of information between you and your audience, and among audience members, by inviting participation. Creating a quick and simple collaborative platform requires that information be organized and easily distributed.<\/p>\r\n<em>\u00a0<\/em>\r\n<p style=\"text-align: justify\"><em>4.\u00a0<\/em><strong><em>Connection. <\/em><\/strong>Accessing information on the Internet only takes a click. Social media thrives on connections, within its own Web vehicles and through links to other sites, resources, people, and automatic feeds. People can even create their own personalized site of connections.<\/p>\r\n<em>\u00a0<\/em>\r\n<p style=\"text-align: justify\"><em>5.\u00a0<\/em><strong><em>Community. <\/em><\/strong>The fundamental characteristic of social media is the creation of community, a fellowship and relationship with others who share common attitudes, interests, and goals (such as friendship, professionalism, politics, and photography). Communities form quickly and communicate effectively. Communities build goodwill from members to the hosting organization and among members. While these communities are only virtual, with members seldom meeting each other in person, they are no less robust than the physical communities in which we live, and in many ways more robust from the simple fact that barriers are removed.<\/p>\r\n&nbsp;\r\n\r\n<strong><em>What are social networking sites?<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">The computer industry has always loved buzzwords and one of the latest is \u2019social networking\u2019. There are a lot of myths about social networking. Firstly, Facebook, Twitter and that sort of thing are for kids (actually, often figures show that over 50% of the people on these networks are aged 35 and over). Secondly, it is risky and people will steal your personal details (it is no more risky than any other internet page). And thirdly, it\u2019s difficult and technical (it is not).<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\">Social networking is a way of using your computer to talk to other people, exchange pictures, whatever you want to do. We have some articles on specific networks elsewhere on the Web Wise site, but here are a few basic pointers listed in Table 2.<\/p>\r\n\r\n<\/div>\r\n<div>\r\n<table class=\"aligncenter\" style=\"height: 290px;width: 60%\" border=\"1\">\r\n<tbody>\r\n<tr style=\"height: 59px\">\r\n<td style=\"width: 78.0625px;height: 59px\"><strong>Twitter<\/strong><\/td>\r\n<td style=\"width: 718.063px;height: 59px\">This is one of the fastest-growing networks. You follow people you know or in\u00a0whom you are interested, they follow you, you exchange brief text-only\u00a0messages. If you say something interesting, one of your followers might \u2019re-tweet\u2019 it, which means repeating it and saying who said it. So, some of their\u00a0followers might start to follow you too, and that\u2019s how you meet new people.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 59px\">\r\n<td style=\"width: 78.0625px;height: 59px\"><strong>Facebook<\/strong><\/td>\r\n<td style=\"width: 718.063px;height: 59px\">Unlike Twitter, you get a page on the web and can use this for longer bits\u00a0and pieces. You can upload pictures, videos, play games, whatever you want\u00a0to do. There are Facebook applications for reviewing books, reviewing films,\u00a0areas for private messages and for more open discussions. This can really\u00a0be your place on the internet if you want it to be.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 44px\">\r\n<td style=\"width: 78.0625px;height: 44px\"><strong>LinkedIn<\/strong><\/td>\r\n<td style=\"width: 718.063px;height: 44px\">A bit like a Facebook for business. This is a network for contacting and\u00a0keeping in touch with work colleagues. You may only contact people who are\u00a0a friend of a friend, or a friend of a friend of a friend, and so forth.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 44px\">\r\n<td style=\"width: 78.0625px;height: 44px\"><strong>Flickr<\/strong><\/td>\r\n<td style=\"width: 718.063px;height: 44px\">There is less scope for socializing here, but you can\u00a0 upload and share any\u00a0pictures you want others to see. You can also download and sometimes use\u00a0pictures on websites, as many people put them up with few copyright\u00a0restrictions.<\/td>\r\n<\/tr>\r\n<tr style=\"height: 14px\">\r\n<td style=\"width: 78.0625px;height: 14px\"><strong>Google+<\/strong><\/td>\r\n<td style=\"width: 718.063px;height: 14px\">It is still early days for Google's competitor to Facebook and Twitter, but the\u00a0company is such a behemoth that it's not a good idea to count them out.\u00a0Google+ lets you put all your acquaintances in separate \"circles\", so you can\u00a0post something to your best friends that you might not want sent to your work\u00a0colleagues.<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n&nbsp;\r\n<p style=\"text-align: center\"><strong>Table 2: Different Social Networks<\/strong><\/p>\r\n&nbsp;\r\n\r\n<strong>9.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/strong><strong>Communication Strategies<\/strong>\r\n\r\n&nbsp;\r\n\r\n<strong><em>a) How will you deliver the message?<\/em><\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Selecting the right strategies can save time and money, as well as increase the reach and effectiveness of your message.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\"><strong><em>One-on-one <\/em><\/strong>communication is the most time consuming, but it is also the most powerful. <strong><em>Mass media<\/em><\/strong> are most effective in reaching large number of people. <strong>Outreach to groups<\/strong>\u2014through speaking engagements, library tours or mailings\u2014is an effective way of reaching key audiences who share particular interests and concerns. In addition to identifying strategies, your communication plan should include a\u00a0<span style=\"font-size: 1em;text-align: initial\">schedule for the activities you want to undertake.\u00a0<\/span><span style=\"text-align: initial;font-size: 1em\">Consider the following when deciding which strategies to use:<\/span><\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n1.\u00a0\u00a0\u00a0\u00a0 <strong>WHO <\/strong>is the audience?\r\n\r\n&nbsp;\r\n\r\n2.\u00a0\u00a0\u00a0\u00a0 <strong>WHAT <\/strong>is the best way to convey the information to the target audience - radio, TV, direct mail, other? What kind of image do you want to project? Will it be an effective part of your total communication effort?\r\n\r\n&nbsp;\r\n\r\n3.\u00a0\u00a0\u00a0\u00a0 <strong>WHEN <\/strong>is the deadline? Will your message be distributed in time to be effective?\r\n\r\n&nbsp;\r\n\r\n4.\u00a0\u00a0\u00a0\u00a0 <strong>HOW <\/strong>much will it cost? Is this the most effective use of available funds?\r\n\r\n&nbsp;\r\n\r\n5.\u00a0\u00a0\u00a0\u00a0 <strong>WHY <\/strong>is the best strategy for this audience?\r\n\r\n&nbsp;\r\n\r\n<strong><em>b) What are modes of delivering the message?<\/em><\/strong>\r\n\r\n&nbsp;\r\n\r\nHere are some commonly used strategies for getting the message out:\r\n\r\n&nbsp;\r\n\r\n-\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Banners\/Posters\/Displays\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\n-\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Handouts\/Giveaways\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\n-\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Mailings\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\nMedia: Newspapers, newsletters, radio, TV\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\n-\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Print materials: fact sheet, newsletter, flyers, tent cards, etc.\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\n-\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Web site\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\n-\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 E-mail lists\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\n-\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Presentations to groups\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\n-\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Partnerships\r\n\r\n<strong>\u00a0<\/strong>\r\n\r\n-\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Word of mouth\r\n\r\n&nbsp;\r\n\r\n<strong>9.1<\/strong>\u00a0\u00a0\u00a0\u00a0\u00a0 <strong>Communication plan objectives<\/strong>\r\n\r\n&nbsp;\r\n<ul>\r\n \t<li>To improve communications between the library and its stakeholders through clear, consistent and timely messages using a range of communication channels.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>To promote the library as a high quality resource for the entire user community.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>To increase awareness and promote the use of library services, facilities and resources.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>To promote library contributions towards the institution\u2019s strategic directions.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>To improve the channels available for feedback and input.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>To expand the channels of communication available.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li>To increase the level of patron satisfaction with library communications.<\/li>\r\n<\/ul>\r\n&nbsp;\r\n\r\n<strong>9.2<\/strong>\u00a0\u00a0\u00a0\u00a0 <strong>Planning and Strategizing Communication<\/strong>\r\n\r\n<\/div>\r\n<strong>\u00a0<\/strong>\r\n<p style=\"text-align: justify\"><span style=\"text-align: initial;font-size: 1em\">While designing a communication plan for an institution following strategic actions should be addressed at length. This may be customized depending upon the categories of the library. (Table 3)<\/span><\/p>\r\n\r\n<div>\r\n\r\n&nbsp;\r\n<p style=\"text-align: center\">\u00a0 \u00a0 \u00a0<strong>General Strategy<\/strong><\/p>\r\n\r\n<table class=\"aligncenter\" style=\"height: 385px;width: 60%\" border=\"1\">\r\n<tbody>\r\n<tr style=\"height: 14px\">\r\n<td style=\"height: 14px;width: 43.6364%\"><strong>Key Messages<\/strong><\/td>\r\n<td style=\"height: 14px;width: 42.8283%\"><strong>General Strategies<\/strong><\/td>\r\n<\/tr>\r\n<tr style=\"height: 115px\">\r\n<td style=\"height: 115px;width: 43.6364%\">\u2022The Library..\r\n\r\nis to support all stakeholders\u00a0throughout their journey<\/td>\r\n<td style=\"height: 115px;width: 42.8283%\"><strong>Promote the library as a part of a student\u2019s on-campus and off-campus experience<\/strong>\r\n<ul>\r\n \t<li>Promote this in a variety of publication\u00a0and communication channels<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<tr style=\"height: 70px\">\r\n<td style=\"height: 70px;width: 43.6364%\">\r\n<ul>\r\n \t<li>staff are professional,\u00a0friendly, helpful and\u00a0approachable<\/li>\r\n<\/ul>\r\n<\/td>\r\n<td style=\"height: 70px;width: 42.8283%\">\u2022\u00a0\u00a0 <strong>Promote awareness of library staff, theirexpertise, professionalism, friendly and\u00a0approachable manner<\/strong><\/td>\r\n<\/tr>\r\n<tr style=\"height: 44px\">\r\n<td style=\"height: 44px;width: 43.6364%\">\u2022is a great place for research\u00a0and study and offers a\u00a0number of excellent facilities<\/td>\r\n<td style=\"height: 44px;width: 42.8283%\">Regular interviews with staff and\u00a0publishing them in electronic newsletters<\/td>\r\n<\/tr>\r\n<tr style=\"height: 85px\">\r\n<td style=\"height: 85px;width: 43.6364%\">\r\n<ul>\r\n \t<li>has an extensive range of\u00a0electronic and print resources<\/li>\r\n<\/ul>\r\n<\/td>\r\n<td style=\"height: 85px;width: 42.8283%\">\r\n<ul>\r\n \t<li><strong>Use plain simple English language in all\u00a0understandable and not jargons<\/strong><\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<tr style=\"height: 14px\">\r\n<td style=\"height: 14px;width: 43.6364%\">\u2022provides a range of help\u00a0services, face to face and\u00a0\u00a0online<\/td>\r\n<td style=\"height: 14px;width: 42.8283%\">\u2022\u00a0 \u00a0Develop a glossary in library terms\r\n\r\nEnsure consistent and current information\u00a0in all library communications<\/td>\r\n<\/tr>\r\n<tr style=\"height: 14px\">\r\n<td style=\"height: 14px;width: 43.6364%\">\r\n<ul>\r\n \t<li>has online environments\u00a0dedicated to providing real\u00a0time information and links to\u00a0key<\/li>\r\n<\/ul>\r\n<\/td>\r\n<td style=\"height: 14px;width: 42.8283%\">\r\n<ul>\r\n \t<li>Develop a communication policy for the\u00a0library staff to use appropriate<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<tr style=\"height: 29px\">\r\n<td style=\"height: 29px;width: 43.6364%\">\u2022tools and services<\/td>\r\n<td style=\"height: 29px;width: 42.8283%\">\r\n<ul>\r\n \t<li><strong>Ensure consistent current information in all library communications<\/strong><\/li>\r\n \t<li>Develop templates for posters, notices, hand-outs, digital signage etc.<\/li>\r\n \t<li>Develop procedures for reviewing the information in publications, website and using the other media in the library<\/li>\r\n \t<li>Interactive communication using website\u00a0 Recycle information through differentchannels<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/div>\r\n<div>\r\n<table class=\"aligncenter\" style=\"width: 60%\" border=\"1\">\r\n<tbody>\r\n<tr>\r\n<td><\/td>\r\n<td>\u2022\u00a0\u00a0 <strong>Branding of Library and Communicating<\/strong><\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td><strong>appropriately<\/strong><\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Create a brand and logo which is used<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>appropriately on all publications and other<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>communication media<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>\u2022\u00a0\u00a0 <strong>Deliver messages in multiple formats to cater<\/strong><\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td><strong>for different communication preferences,<\/strong><\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Communicating using social media like<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>Facebook, Twitter, Linked-In, You-tube,<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>RSS Feeds etc.<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Develop a Social Media policy and align<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>with the organisation policy when<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>developed<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Develop a schedule for responsibility of<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>posts and monitoring and evaluation<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Seek You tube channel subscription<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Electronic newsletter for internal and<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>external community<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Information bookmarks on important<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>benchmarks of the library<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Pop-up banners on the PC\u2019s in the<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>Learning Commons<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>\u2022\u00a0\u00a0 <strong>Ensure communications strategies are<\/strong><\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td><strong>included in all library project plans<\/strong><\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Develop a communication strategy<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>template into the project plan template<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Responsibilities, content, delivery<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>methods, timing etc.<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>o\u00a0 Ensure information about library collection<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>and building development is available to<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td>library patrons.<\/td>\r\n<\/tr>\r\n<tr>\r\n<td colspan=\"2\"><strong>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Academic Staff<\/strong><\/td>\r\n<\/tr>\r\n<tr>\r\n<td><strong>Specific key messages<\/strong><\/td>\r\n<td><strong>Specific strategies &amp; actions<\/strong><\/td>\r\n<\/tr>\r\n<tr>\r\n<td><\/td>\r\n<td><\/td>\r\n<\/tr>\r\n<tr>\r\n<td>The Library...\r\n\r\nvalues research and offers\u00a0number of research support<\/td>\r\n<td>\u2022\u00a0\u00a0 <strong>Strengthen relationships between Learning and Research Services Librarians and\u00a0academic staff<\/strong><\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/div>\r\n<img class=\" wp-image-269 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-61.png\" alt=\"\" width=\"490\" height=\"621\" \/>\r\n<div><\/div>\r\n<table class=\"aligncenter\" style=\"border-collapse: collapse;width: 60%;height: 28px\" border=\"1\">\r\n<tbody>\r\n<tr style=\"height: 14px\">\r\n<td style=\"width: 50%;height: 14px;text-align: center\" colspan=\"2\"><strong>General Staff<\/strong><\/td>\r\n<\/tr>\r\n<tr style=\"height: 14px\">\r\n<td style=\"width: 50%;height: 14px\">The Library....<\/td>\r\n<td style=\"width: 50%;height: 14px\">\r\n<ul>\r\n \t<li>Increase awarness of services and<\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<div><img class=\"size-full wp-image-270 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-62.png\" alt=\"\" width=\"548\" height=\"500\" \/><\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<strong>10.\u00a0\u00a0<\/strong><strong>Barriers to Communication<\/strong>\r\n<p style=\"text-align: justify\">Many problems encountered in our business and personal lives result from miscommunication. What the recipient understands by a message may not always be the message which the sender intended. Several communication barriers exist between sender and recipient, and they may be responsible for a message not being understood correctly, or a message becoming distorted (Table 4). The Table explains the nature of barriers to communication and suggest the ways to maximize the import of a communication (NIPCCD 2001).<\/p>\r\n&nbsp;\r\n<table class=\"aligncenter\" style=\"width: 60%\" border=\"1\">\r\n<tbody>\r\n<tr>\r\n<td><strong>Barrier<\/strong><\/td>\r\n<td><strong>What happens<\/strong><\/td>\r\n<td><strong>How to maximize communication ?<\/strong><\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/div>\r\n<img class=\"size-full wp-image-271 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-63.png\" alt=\"\" width=\"457\" height=\"536\" \/>\r\n<div>\r\n<p style=\"text-align: center\"><strong>Table 4: Barriers to Communication<\/strong><\/p>\r\n\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<strong>11.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/strong><strong>Skills of a Good Communicator<\/strong>\r\n\r\n<\/div>\r\n<strong>\u00a0<img class=\"size-full wp-image-272 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-64.png\" alt=\"\" width=\"465\" height=\"227\" \/><\/strong>\r\n<div>\r\n\r\nAs a library and information professional, you do need to acquire skills of a good communicator in order to perform your professional tasks. For becoming a good communicator you require the following skills.\r\n\r\n&nbsp;\r\n<ul>\r\n \t<li style=\"text-align: justify\"><strong><em>Listening: <\/em><\/strong>The first skill needed is the ability to listen carefully, pick out the positive aspects and the problems, difficulties and tensions of the audience.<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li style=\"text-align: justify\"><strong><em>Observation: <\/em><\/strong>Going closely with listening is observation \u2013 the ability to pick up information and nuances about the communication are needed in particular situations \u2013 the feeling from non-verbal clues.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li style=\"text-align: justify\"><strong><em>Empathy: <\/em><\/strong>The communicator should be able to identify with the issues\/situation as seen through the eyes of the participant.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li><strong><em>Encouragement: <\/em><\/strong>The communicator needs to build the confidence of the audience by appreciating their work, time and commitment. The communicator should also encourage the audience to ask questions, raise queries. This helps the communicator know that the message is being decoded correctly.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li style=\"text-align: justify\"><strong><em>Summarizing: <\/em><\/strong>The communicator should be able to summarize the information given in the sessions by picking the main issues discussed, the conclusions and analysis drawn. At the same time the communicator should help the audience in paraphrasing messages in their own words.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li style=\"text-align: justify\"><strong><em>Flexibility: <\/em><\/strong>The communicator needs to be flexible in order to encourage creativity and a spirit of experimentation in the audience. A good communicator is also one who is willing to change the style of communication if he\/she finds that the audience is not able to understand or participate in a certain style.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li style=\"text-align: justify\"><strong><em>Timing: <\/em><\/strong>The communicator needs a good sense of timing, when to encourage, when to challenge, when to ask a question, give suggestion, give support and keep track of the time.<\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li><strong><em>Planning: <\/em><\/strong>A communicator needs to plan the communication well ahead. The\u00a0<span style=\"text-align: initial;font-size: 1em\">tools and methods to be used should be prepared well in time. In case you are using posters, ensure that there is enough place to fix the posters. Plan the communication from the beginning to the end\u2014how will you introduce the topic, how will you ask questions, what are the expected outcomes and how do you evaluate these outcomes.<\/span><\/li>\r\n<\/ul>\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<strong>12.\u00a0<\/strong><strong>Summary<\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">Senior-subordinate or manager-employee communication is essential for a thriving workplace. At the most basic level, employees who do not know what is expected of\u00a0them seldom perform to their potential. Almost every employee issue, viz. attendance, morale, performance, and productivity can be improved with the help of effective communication. Successful communication is a two-way process. If management is doing all the talking, employees tend to tune out. What is more, the people doing the real work of the organisation often have the best suggestions for improving it.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\">In this unit\/module, we have discussed the need for staff communication in libraries. Communication in organizations in of various forms, like formal and informal communication. Both internal communication and external communication are vital for any library and information organization. Lastly, strategies of communication and barriers to communication are also discussed.<\/p>\r\n&nbsp;\r\n\r\n<strong>13.References<\/strong>\r\n\r\n&nbsp;\r\n<p style=\"text-align: justify\">1. Odini, C. (1999). Training and development of skills in changing information environment. Library Management. 1 (2), 100-104<\/p>\r\n&nbsp;\r\n\r\n2. Ojomo,\u00a0 O.W.\u00a0 (2004).\u00a0 Communication:\u00a0 theory\u00a0 and\u00a0 practice.\u00a0 In\u00a0 E.\u00a0 Adegbija\r\n<p style=\"text-align: justify\">(Ed.), Language, Communication and Study Skills, (pp. 77-95). Ota: Covenant University.<\/p>\r\n&nbsp;\r\n<p style=\"text-align: justify\">3.Rothwell, J.D. (2004). In the company of others: An introduction to communication. (2nd ed.). New York: McGraw-Hill<\/p>\r\n&nbsp;\r\n<div style=\"text-align: justify\">\u00a0 \u00a04.Kemoni,\u00a0 H.N.(2004).\u00a0 Melvin\u00a0 DeFleur\u2019s\u00a0 informationcommunication\u00a0 model:Its application\u00a0 to archives administration. African\u00a0 Journal of\u00a0 Library,\u00a0 Archives\u00a0 &amp; Information Science, 14(2), 167-17<\/div>\r\n<div><\/div>\r\n<div style=\"text-align: justify\">\u00a0 \u00a05.Tanenbaum, Andrew S. 2007. Computer Networks. New Delhi: Prentice Hall of India.<\/div>\r\n<div><\/div>\r\n<div style=\"text-align: justify\">\u00a0 \u00a06.NIPCCD, 2001. <em>A Handbook for trainers of effective communication.<\/em> New Delhi: National Institute of Public Cooperation and Child Development (Lead Training<span style=\"font-size: 1em;text-align: initial\">Agency of SWA Shakti Project)<\/span><\/div>\r\n<div><\/div>\r\n<div><span style=\"text-align: initial;font-size: 1em\">\u00a0 7.Norton, M and Dutt, P., 2003. <\/span><em style=\"text-align: initial;font-size: 1em\">Getting Started : A Practical Guide for Activists and<\/em><em style=\"text-align: initial;font-size: 1em\">Organisations<\/em><span style=\"text-align: initial;font-size: 1em\">. New Delhi: Sage Publications<\/span><\/div>\r\n<div><\/div>\r\n<div><span style=\"text-align: initial;font-size: 1em\">8.Robbins, Harvey A., 1992. <\/span><em style=\"text-align: initial;font-size: 1em\">How to speak and listen effectively.<\/em><span style=\"text-align: initial;font-size: 1em\"> USA : AMACOM (American Management Association).<\/span><\/div>\r\n<\/div>\r\n<div>\r\n\r\n&nbsp;\r\n\r\n<strong>13.0 WEBLIOGRAPHY<\/strong>\r\n\r\n&nbsp;\r\n\r\n<a href=\"http:\/\/www.solari.net\/documents\/position-papers\/Solari-Social-Media-and-Communication.pdf\">http:\/\/www.solari.net\/documents\/position-papers\/Solari-Social-Media-and-<\/a><a href=\"http:\/\/www.solari.net\/documents\/position-papers\/Solari-Social-Media-and-Communication.pdf\">Communication.pdf<\/a>\r\n\r\n&nbsp;\r\n\r\n<a href=\"http:\/\/www.bbc.co.uk\/webwise\/courses\/social-media-basics\/lessons\/communicating-using-social-networks\/\">http:\/\/www.bbc.co.uk\/webwise\/courses\/social-media-basics\/lessons\/communicating-using-<\/a><a href=\"http:\/\/www.bbc.co.uk\/webwise\/courses\/social-media-basics\/lessons\/communicating-using-social-networks\/\">social-networks\/<\/a>\r\n\r\n<\/div>\r\n&nbsp;\r\n\r\n<strong>Did you know?<\/strong>\r\n<ol>\r\n \t<li>Interpersonal communication involves sending and receiving messages between two or more people<\/li>\r\n \t<li>All managerial functions like planning, organizing, directing, co-coordinating and controlling can be well performed with the tools of good communication.<\/li>\r\n \t<li>Listening is an integral part of oral communication.<\/li>\r\n \t<li>Non-verbal signals add impact to a meaning, and thus combine to provide an instant impression in a way, which written communication or telephone calls cannot.<\/li>\r\n \t<li>The communication process involves eight basic elements: source (sender), encoding, message, transmission channel, receiver, decoding, noise, and feedback. Social media has altered the basic rules of communication<\/li>\r\n<\/ol>","rendered":"<div>\n<p>&nbsp;<\/p>\n<p><strong>I.\u00a0<\/strong><strong>Objectives<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>The objectives of the unit\/module are to:<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<ul>\n<li>Describe the importance of staff communication in libraries,<\/li>\n<\/ul>\n<ul>\n<li>Elaborate the forms of communication in an organisation,<\/li>\n<\/ul>\n<ul>\n<li>Differentiate between internal and external communication,<\/li>\n<\/ul>\n<ul>\n<li>Explain the role of formal and information communication, and<\/li>\n<\/ul>\n<ul>\n<li>List the various forms of staff communication in libraries.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>II.\u00a0<\/strong><strong>Learning Outcomes<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p style=\"text-align: justify\">After going through this unit\/module, you would learn about the importance of staff communication in libraries, various forms of organisation communication, differentiate between internal and external communication, role of formal and information communication, and the various forms of staff communication in libraries.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>III.\u00a0<\/strong><strong>Structure<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>1. Introduction<\/p>\n<p>&nbsp;<\/p>\n<p>2. Importance of communication<\/p>\n<p>&nbsp;<\/p>\n<p>2.1.\u00a0 Communication at individual level<\/p>\n<p>&nbsp;<\/p>\n<p>2.2.\u00a0 Communication at organization level<\/p>\n<p>&nbsp;<\/p>\n<p>3. Forms of communication<\/p>\n<p>&nbsp;<\/p>\n<p>4. Librarians as communication managers<\/p>\n<p>&nbsp;<\/p>\n<p>5. Methods of communication<\/p>\n<p>&nbsp;<\/p>\n<p>5.1.\u00a0 Internal communication<\/p>\n<p>&nbsp;<\/p>\n<p>5.2.\u00a0 External communication<\/p>\n<p>&nbsp;<\/p>\n<p>5.3.\u00a0 Oral communication in practice<\/p>\n<p>&nbsp;<\/p>\n<p>5.4.\u00a0 Non-verbal communication<\/p>\n<p>&nbsp;<\/p>\n<p>6.Communication process<\/p>\n<p>&nbsp;<\/p>\n<p>7. Channels of communication<\/p>\n<p>&nbsp;<\/p>\n<p>7.1.\u00a0 Formal communication network<\/p>\n<p>&nbsp;<\/p>\n<p>7.2.\u00a0 Informal communication network<\/p>\n<\/div>\n<p><span style=\"text-align: initial;font-size: 1em\">\u00a0 \u00a0 8.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Communication media<\/span><\/p>\n<div>\n<p>\u00a0 \u00a0 8.1.\u00a0 Impact of information technology<\/p>\n<p>&nbsp;<\/p>\n<p>8.2.\u00a0 Social media<\/p>\n<p>&nbsp;<\/p>\n<p>9. Communication strategies<\/p>\n<p>&nbsp;<\/p>\n<p>9.1.\u00a0 Communication plan objectives<\/p>\n<p>&nbsp;<\/p>\n<p>9.2.\u00a0 Planning and strategizing communication<\/p>\n<p>&nbsp;<\/p>\n<p>10. Barriers to communication<\/p>\n<p>&nbsp;<\/p>\n<p>11. Skills of a good communicator<\/p>\n<p>&nbsp;<\/p>\n<p>12. Summary<\/p>\n<p>&nbsp;<\/p>\n<p>13. References<\/p>\n<p>&nbsp;<\/p>\n<p><strong>1.\u00a0\u00a0<\/strong><strong>Introduction<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p style=\"text-align: justify\">The word communicate comes from the latin <em>communis<\/em> or common. It indicates that two people or two groups have something in common but many problems and disputes can be traced to a lack of understanding. Effective communication skills are something no one can do without, on the job or in your personal life. There is no enterprise in human affairs, from top-level negotiations to everyday personal interactions that can go smoothly in the absence of great communication.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p style=\"text-align: justify\">Libraries, as non-profit service enterprises have a particular management process, just like for profit. The basic elements of this process, planning, organization, leadership and effective and efficient management of control systems in libraries contain important functions. Although the steps involved in this process and strict criteria have been met to support this process, even the most basic need to skip a critical element of success &#8220;Effective Communication&#8221;.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p style=\"text-align: justify\">`Communication makes the world habitable. Consciously involves sharing ideas, feelings, thoughts, and many other things that humans share. Ojomo (2004) defined communication as the process of sharing ideas, feelings, thoughts and messages with others. Rothwell (2001) sees communication as a transactional process of sharing meaning with others. Kemoni (2004) citing Ojiambo is of the view that communication involves the giving and receiving of information, signals or messages by talk, gestures and writing. Odini (1999) identifies communication as one of the core competencies that all information professionals should possess. Interpersonal communication involves sending and receiving messages between two or more people.<\/p>\n<\/div>\n<p><span style=\"text-align: initial;font-size: 1em\">Some aspects of effective communication are:<\/span><\/p>\n<div>\n<p>&nbsp;<\/p>\n<p><strong><em>Every individual has his own unique language<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Generally speaking, there are as many languages as there are individuals, because every person uses his or her own unique combination of spoken languages, non-verbal communication skills, and styles of argumentation to express thoughts.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Know who you\u2019re speaking to<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Empathizing with people from different backgrounds, and seeing the world through their eyes, can allow you to communicate with anyone, anywhere in the world. For an effective communicator, the audience is first and foremost, one cannot formulate one\u2019s argument until one properly understands where the listeners are coming from. Don\u2019t coerce &#8211; persuade.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>An embarrassment of riches<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Everyone realizes that people communicate by speaking. But it is amazing to consider how much of our feelings and even thoughts we convey by non-verbal communication. Our gestures and facial expressions can tell the listener (or rather, watcher! ) a lot about us. Often, the impression we give by our body language and movements can colour the message we are trying to express with our spoken words.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Be aware<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Be aware of every factor in the communication process about your own strengths and weakness, the expectations of your listener, the logic of your arguments, and, most importantly, the goal you have in mind for the interaction. If the conversation strays, guide it gently back to the central issue at hand, and pursue your aims with good communication.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>2.\u00a0<\/strong><strong>Importance of Communication<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>We can see the communication from the perspective of an individual and from the perspective of an organization.<\/p>\n<p>&nbsp;<\/p>\n<p><em style=\"font-weight: bold\">2.1<\/em>\u00a0<strong><em>Communication at individual level<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">In a civil society, one has to deal in person with all kinds of people. You may have to interact with people within your organisation: these may be your colleagues or co-workers, superiors or subordinates &#8211; who may work with you in your own department, in another part of the building or in another branch. And you may also have to deal with people from outside the organization: clients, suppliers, visitors and members of the public. Moreover, these people may be friends, acquaintances or strangers &#8211;<span style=\"font-size: 1em;text-align: initial\">people of your own age, or people who are younger or older than you.<\/span><\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p><em style=\"font-weight: bold\">2.2<\/em>\u00a0<strong><em>Communication at organization level<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">All managerial functions like planning, organizing, directing, co-coordinating and controlling can be well performed with the tools of good communication.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">The process of communication makes it possible for managers to carry out their tasks and responsibilities. Information must be communicated to managers so that they will have a basis for planning as the plans must be communicated to others to be carried out. Organizing requires communicating with people about their job assignments. Leading requires managers to communicate with subordinates so that group goals can be achieved. Oral, written, and increasingly, electronic communications are an essential part of controlling. Managers can carry out their management functions only by interacting with and communicating with others. The communication process is thus the foundation for the management functions.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>3.\u00a0<\/strong><strong>Forms of Communication<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>There are four major forms of communication (Norton and Dutt, 2003).<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>a) Intra-personal Communication<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Communication is an ongoing process and intra-personal communication is one of the important aspect of it. For example, if we see food that we are allergic to, we will say, \u2018I should not eat that as it gives me stomach ache\u2019. So we have communicated to ourselves the aversion to taking such foods. This way we keep communicating with ourselves about factors that influence us or affect us.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>b) Inter-personal Communication<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Inter-personal communication takes place between two people who share some kind of a relationship. Interpersonal communication allows us to better understand the external world events, the people and their environment. Interpersonal communication may take place between two people or between small groups of people.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>c) Group Communication<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">The librarian intends to send a piece of communication to a niche community on a specific issue. This is also termed as customized information service.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>d) Mass Communication<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">With the advent of printing and information technology, a new form of communication was introduced. Mass communication involves the newspapers (and other print media), television, radio, Internet, etc. All these are forms of mass communication and\u00a0<span style=\"font-size: 1em;text-align: initial\">can be used very powerfully to mould opinions and get people to act in a desired manner<\/span><\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p><strong>4. Librarians as Communication Managers<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Today, the real people take important decisions, and an institution designated by the managers is involved in a business organization. Changes in internal and external environment, the mission of library administrator who has administrative position has to communicate effectively and efficiently. There are 8 vital attributes that have been identified which are useful for an effective communication. (Table 1)<\/p>\n<p>&nbsp;<\/p>\n<table class=\"aligncenter\" style=\"height: 381px;width: 60%\">\n<tbody>\n<tr style=\"height: 14px\">\n<td style=\"width: 91.0625px;height: 14px\"><strong>Attributes<\/strong><\/td>\n<td style=\"width: 705.063px;height: 14px\"><strong>Roles and Responsibilities<\/strong><\/td>\n<\/tr>\n<tr style=\"height: 29px\">\n<td style=\"width: 91.0625px;height: 29px\"><em>Credibility<\/em><\/td>\n<td style=\"width: 705.063px;height: 29px\">Librarians to create and establish credibility in the organisation by\u00a0developing a trust with the senior management and peer groups.<\/td>\n<\/tr>\n<tr style=\"height: 29px\">\n<td style=\"width: 91.0625px;height: 29px\"><em>Content<\/em><\/td>\n<td style=\"width: 705.063px;height: 29px\">Library manager has to be very clear in his content which he wants to\u00a0communicate and deliver. It should not be elaborative but pin-pointed\u00a0and meaningful.<\/td>\n<\/tr>\n<tr style=\"height: 29px\">\n<td style=\"width: 91.0625px;height: 29px\"><em>Context<\/em><\/td>\n<td style=\"width: 705.063px;height: 29px\">To provide the right information it has to be well-crafted content. The\u00a0contextual-message should be in-depth.<\/td>\n<\/tr>\n<tr style=\"height: 29px\">\n<td style=\"width: 91.0625px;height: 29px\"><em>Continuity<\/em><\/td>\n<td style=\"width: 705.063px;height: 29px\">The\u00a0 library manager\u00a0 and\u00a0 this\u00a0 communication\u00a0 should\u00a0 take\u00a0 their\u00a0feedback constantly must make his arguments.<\/td>\n<\/tr>\n<tr style=\"height: 29px\">\n<td style=\"width: 91.0625px;height: 29px\"><em>Consistency<\/em><\/td>\n<td style=\"width: 705.063px;height: 29px\">Library manager should be consistent, and promise a return, what has\u00a0been communicated. This will develop trust among the management\u00a0and peer group.<\/td>\n<\/tr>\n<tr style=\"height: 35px\">\n<td style=\"width: 91.0625px;height: 35px\"><em>Channels<\/em><\/td>\n<td style=\"width: 705.063px;height: 35px\">Library manager is required to identify and set up right communication\u00a0channels to communicate. Sometimes appropriate blend of right\u00a0channels would be very effective.<\/td>\n<\/tr>\n<tr style=\"height: 31px\">\n<td style=\"width: 91.0625px;height: 31px\"><em>Capacity of the\u00a0audience<\/em><\/td>\n<td style=\"width: 705.063px;height: 31px\">The identification and appropriate use of right channel for the right\u00a0audience is necessary. Different channels are used depending upon\u00a0the capacity and different tier of audiences.<\/td>\n<\/tr>\n<tr style=\"height: 15px\">\n<td style=\"width: 91.0625px;height: 15px\"><em>Clarity<\/em><\/td>\n<td style=\"width: 705.063px;height: 15px\">Librarian\u2019s message that will be\u00a0 given\u00a0 a clear,\u00a0 understandable,\u00a0accurate, and give simple words. Avoid ambiguity in the message.\u00a0Usage of symbols, images are preferred and make impact.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p style=\"text-align: center\"><strong>Table 1: Eight Attributes of Effective Communication<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong>5.\u00a0<\/strong><strong>Methods of Communication<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>The main methods of oral and written communication, both internal and external, are<span style=\"text-align: initial;font-size: 1em\">shown in the following diagrams.<\/span><\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p><em style=\"font-weight: bold\">5.1<\/em>\u00a0<strong><em>Internal communication<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">The <em>Figure 1<\/em> below depicts the interface between oral and written communication. Depending upon the audiences, either oral or written or blend of both kinds of communication may be used to communicate.<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-264 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-57.png\" alt=\"\" width=\"560\" height=\"257\" srcset=\"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-57.png 560w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-57-300x138.png 300w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-57-65x30.png 65w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-57-225x103.png 225w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-57-350x161.png 350w\" sizes=\"auto, (max-width: 560px) 100vw, 560px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>5.2<\/em><\/strong>\u00a0\u00a0\u00a0\u00a0\u00a0 <strong><em>External communication<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><em>Figure 2 <\/em>shows the different nature of oral and written communication.<\/p>\n<\/div>\n<div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-265 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-58.png\" alt=\"\" width=\"519\" height=\"315\" srcset=\"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-58.png 519w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-58-300x182.png 300w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-58-65x39.png 65w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-58-225x137.png 225w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-58-350x212.png 350w\" sizes=\"auto, (max-width: 519px) 100vw, 519px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">In your life you will probably spend much more of your time talking and listening to colleagues and clients than you will be writing and reading. In this process, both oral and non-verbal communications become quite significant (Norton and Dutt, 2003).<\/p>\n<p>&nbsp;<\/p>\n<p>Oral communication can take a variety of forms. It can be over the telephone or face to face. It can be:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>A private discussion<\/li>\n<li>A conversation over lunch<\/li>\n<li>A gossip in the lift<\/li>\n<li>A telephone conversation<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\n<li>A chance meeting in the corridor<\/li>\n<li>An informal gathering of staff<\/li>\n<li>Instructing subordinates<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\n<li>Dealing with clients<\/li>\n<li>Formal meetings<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\n<li>\u00a0Interviews<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\n<li>Training sessions<\/li>\n<li>Giving a presentation<\/li>\n<li>Conferences\/seminars<\/li>\n<\/ul>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Effective oral communication should be planned just as carefully as planning what you write. Here are some guidelines to follow in order to create a well-structured oral message.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Decide the desired outcome &#8211; what is the aim of your message?<\/li>\n<li>Select the important facts and figures to support your message.<\/li>\n<li>Identify key points of your message.<\/li>\n<li>Arrange the key points in a suitable order which will flow naturally from introduction to middle to conclusion.<\/li>\n<li>Choose an appropriate style in which to put your message over. Its acceptance will depend very much on:<\/li>\n<li>\u00a0Facial expressions (sincerity, warmth, assertiveness, diplomacy, fairness).<\/li>\n<li>Body stance and gestures (ease, physical presence, enthusiasm, conviction, determination, respect, eye contact).<\/li>\n<li>Articulation (tone, enunciation, emphasis, volume, projection).<\/li>\n<li>When delivering the message, monitor the feedback constantly. Watch for unusual facial expressions, gestures, body movements. Be prepared to adjust your delivery or content in accordance with the listener\u2019s reactions.<\/li>\n<li>Know when you have said enough and try to end on a positive note.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong><em>Listening Skills<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Listening is an integral part of oral communication, and it is a skill that needs to be practiced and taken equally as seriously as speaking. All effective leaders and managers realize the importance of acquiring good listening skills (Robbins 1992).<\/p>\n<p>&nbsp;<\/p>\n<p>Here are some guidelines to follow if you want to be an effective listener.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Prepare to listen: <\/strong>Clear your mind so that your attention is assured. Concentrate on what is being said. Learn to listen, not just hear!<\/li>\n<\/ul>\n<ul>\n<li><strong>Establish eye contact: <\/strong>This shows that you are listening, as does your posture.<\/li>\n<\/ul>\n<ul>\n<li><strong>Watch for signals: <\/strong>Pick up aspects that the speaker considers important by watching posture and gestures, and listening to intonation in the speaker\u2019s words. This is like listening to the \u2018music\u2019 as well as the words.<\/li>\n<\/ul>\n<\/div>\n<div>\n<ul>\n<li><strong>Exact main points: <\/strong>Pick out and repeat to yourself the key words or phrases. This will help to fix in your mind what is being said.<\/li>\n<\/ul>\n<ul>\n<li><strong>Give feedback: <\/strong>Learns to give positive feedback non-verbally, by nodding and smiling. Be alert so that you can provide a suitable remark or ask a question to assist your understanding of the message.<\/li>\n<\/ul>\n<ul>\n<li><strong>Make note: <\/strong>Record important conversations afterwards. Your notes will serve as a useful reminder. Develop your note-taking skills by jotting down the salient points of lectures or meetings.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong><em>Interviews<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">One very important type of oral communication is an interview. You may be involved in various kinds of interviews:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong>Selection interview: <\/strong>the kind where you consider someone for a job.<\/li>\n<li><strong style=\"text-align: initial;font-size: 1em\">Promotion interviews: <\/strong><span style=\"text-align: initial;font-size: 1em\">this takes place when you wish to be considered for a job at a higher grade within your organization.<\/span><\/li>\n<li><strong>Appraisal interviews: <\/strong>this generally takes place annually to review progress and discuss the future.<\/li>\n<li><strong>Counseling interviews: <\/strong>this may be held to find out what has been troubling the employee or why someone has not been working to their usual high standard.<\/li>\n<li><strong style=\"text-align: initial;font-size: 1em\">Disciplinary interviews: <\/strong><span style=\"text-align: initial;font-size: 1em\">this is carried out when an employee has been accused of breaching usual procedures.<\/span><\/li>\n<li><strong>Grievance interviews: <\/strong>This is carried out when an employee feels that he or she has been treated badly by another member of staff.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong><em>The Telephone<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Most of us use the telephone several times a day to talk with friends or to make social arrangements. These calls are usually quite straightforward and require little planning. Using the telephone for business purposes is very different. In any organization the person on the telephone represents the centre and gives an impression of the organization to the outside world. If you are to ensure good public relations, effective telephone techniques must be mastered.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>5.4<\/em><\/strong>\u00a0\u00a0\u00a0\u00a0\u00a0 <strong><em>Non-verbal communication<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Non-verbal communication techniques are often used unconsciously, for instance, while speaking we may throw our arms around, while listening a sudden shock may result in a sharp intake of breath. Such non-verbal signals add impact to a meaning, and thus combine to provide an instant impression in a way, which written communication or\u00a0<span style=\"font-size: 1em;text-align: initial\">telephone calls cannot. Actions of this sort are an important part of the communication process.<\/span><\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p><strong><em>Posture: <\/em><\/strong>The way people stand or sit can say a lot about how they feel. Someone who is nervous or anxious will fidget with their hands, tap their feet, drum the table with their fingers. Someone who is sitting well back in their chair, legs crossed at the ankle, may be seen as being relaxed and confident.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Facial expressions: <\/em><\/strong>Human faces are capable of communicating a wide range of expressions and emotion. A smile conveys good humor, raised eyebrows denote questioning and disbelief, a frown denotes upset or worry.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Gestures: <\/em><\/strong>Many gestures are used as we speak, for example shaking a fist to denote anger, sweeping arms in excitement, using hands for emphasis. In listening, too, gestures are used, like nodding in agreement, shaking your head in disapproval, putting your hand to your chin in consideration, folding your arms in boredom. There are all valuable signs in communicating and you should learn to read such gestures carefully.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Eye contact: <\/em><\/strong>The importance of eye contact is paramount. Looking someone directly in the eye suggests openness, honesty, confidence and comfort. Looking away gives an impression of being conniving or sly, or perhaps just unsure and uncomfortable. When speaking to one person try to look them in the eye. When speaking to a group avoid fixing your gaze on one or two people &#8211; let your eyes rove around regularly in all corners of the room to let everyone feel involved.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>6.\u00a0<\/strong><strong>Communication Process<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p style=\"text-align: justify\">The communication process is a loop that connects the sender and the receiver and operates in both directions. Communication is not complete until the original sender knows that the receiver understands the message.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p style=\"text-align: justify\">The communication process involves eight basic elements: source (sender), encoding, message, transmission channel, receiver, decoding, noise, and feedback. Managers can improve communication skills by becoming aware of these elements and how they contribute to successful communication. Communication can break down at any one of these elements.<\/p>\n<\/div>\n<div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-266 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-59.png\" alt=\"\" width=\"485\" height=\"330\" srcset=\"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-59.png 485w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-59-300x204.png 300w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-59-65x44.png 65w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-59-225x153.png 225w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-59-350x238.png 350w\" sizes=\"auto, (max-width: 485px) 100vw, 485px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Source (sender) <\/em><\/strong>&#8211; The communication process begins with sender. Sender wishes to send a message to the receiver.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Message <\/em><\/strong><em>&#8211; <\/em>The message is &#8216;what the sender wants to convey&#8217; to the receiver. It may be an idea, or feeling, or some information. Every message has a purpose or objective. The sender intends \u2014 whether consciously or unconsciously \u2014 to accomplish something by communicating. In organizational contexts, messages typically have a definite objective: to motivate, to inform, to teach, to persuade, to entertain, or to inspire.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Encoding <\/em><\/strong>&#8211; To encode is to put a message into words or images. The sender organizes his message into a series of symbols &#8211; either written words or spoken words or gestures or any other symbolic act or a combination of these modes. This is termed as encoding of the message. There are three encoding skills: speaking, writing, and body language.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Transmission channel <\/em><\/strong>&#8211; The channel is the method of transmission from one person to another (such as air for spoken words and paper for letters), it is often inseparable from the message. For communication to be effective and efficient, the channel must be appropriate for the message.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Receiver <\/em><\/strong>&#8211; The <em>receiver <\/em>is the person or group for whom the communication effort is intended. The message must be crafted with the receiver\u2019s background in mind. If the message does not reach a receiver, communication has not taken place.<span style=\"font-size: 1em;text-align: initial\">The situation is not much improved if the message reaches a receiver but the receiver doesn&#8217;t understand it.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Decoding<\/em><\/strong><span style=\"font-size: 1em\">&#8211; Decoding is the process by which the receiver interprets the message and translates it into meaningful information. Decoding involves two things: one is technically receiving the message as it has been sent, and the other is interpreting the message the way sender wants receiver to understand.<\/span><\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Feedback <\/em><\/strong>&#8211; Feedback is reaction, without it, the sender of the message cannot know whether the recipient has received the entire message or grasped its intent. The need for feedback should be clearly understood. Feedback is the return of a portion of the message to the sender with new information. It regulates both the transmission and reception. The whole process is straightforward: the sender transmits the message via the most suitable communication media, the receiver gets the message, decodes it, and provides feedback. Feedback enables the sender to adjust his performance to the needs and responses of the receiver(s).<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Organizational feedback may be in a variety of forms, ranging from direct feedback, such as a simple spoken acknowledgement that the message has been received, to indirect feedback, expressed through actions or documentation.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Noise<\/em><\/strong>&#8211; Noise is any disturbance that obscures, reduces, or confuses the clarity or quality of the message being transmitted. In other words, it is any interference that takes place between the sender and the receiver. This is why we generally identify any communication problem that can&#8217;t be fully explained as \u201cnoise.\u201d<\/p>\n<p>&nbsp;<\/p>\n<p><strong>7.\u00a0<\/strong><strong>Channels of Communication<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">A channel of communication is the path through which information flows throughout the organization. It may be formal or informal.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>7.1<\/strong>\u00a0<strong><em>Formal communication network<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Formal Communication networks are systems designed by management to dictate who should talk to whom to get a job done. All downwards, upward and horizontal communications flow through this network. This network is created to regulate the flows of communication so as to avoid any confusion and make it more orderly, timely and smooth.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Some of the merits of formal communication network are discussed below:<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Satisfy the information needs of the organization <\/em><\/strong>&#8211; Formal channels of communication are designed to cater to the informational needs of the\u00a0<span style=\"font-size: 1em;text-align: initial\">organization, i.e., when and where, what kind of information is required and who is to provide it.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong style=\"text-align: initial;font-size: 1em\"><em>Integrates the organization <\/em><\/strong><em style=\"text-align: initial;font-size: 1em\">&#8211; <\/em><span style=\"text-align: initial;font-size: 1em\">Formal communication channels work as linking wires in a big sized organization, and thus integrate its functioning.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Coordination and control<\/em><\/strong><em style=\"font-size: 1em\">&#8211; <\/em><span style=\"font-size: 1em\">By providing required information at right time to right places, the formal communication networks greatly facilitates coordination and control in the organization.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Sorts the information for high-level executives <\/em><\/strong><em style=\"font-size: 1em\">&#8211; <\/em><span style=\"font-size: 1em\">Formal communication channels facilitate the flow of selective information to the top executives. Otherwise they will be finding themselves in the midst of all relevant and irrelevant information.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Restricts unwanted flow of information <\/em><\/strong><span style=\"font-size: 1em\">&#8211; When a person is supposed to formally communicate some information to some authority, that itself has a restrictive implication that he need not disseminate this information anywhere else.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong style=\"font-size: 1em\"><em>Reliability and accuracy of information <\/em><\/strong><span style=\"font-size: 1em\">&#8211; When information moves through formal channel, it has to have some basis to substantiate it. It is at any time more reliable and accurate than the informally obtained information.<\/span><\/p>\n<\/div>\n<div>\n<p>However, the formal communication network entails some limitations also:<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Time consuming and expensive <\/em><\/strong><em>&#8211; <\/em>As formal communication channels involve many levels, information takes time to travel across. Moreover, paper work, involvement of executive\u2019s time, and other facilities required for the communication network make it an expensive proposition.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>It increases the workload of the line supervisor <\/em><\/strong>&#8211; As most of the reporting goes from down to up, generally line supervisor is the person who has to devote a good deal of time in forwarding information under formal channels. This leaves him with little time to perform other organizational functions properly.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Information may get distorted <\/em><\/strong>&#8211; There are dangers of messages being lost, filtered or distorted as they pass through many points.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>Creates gaps between top executives and lower subordinates <\/em><\/strong>&#8211; Formal communication channels reduce the need of contact between the top executive and the subordinates at the lowest level. Many a times they do not even recognize each other. This adversely affects superior-subordinate relationships.\u00a0<span style=\"font-size: 1em;text-align: initial\">Whatever these limitations are, the need for a formal network of communication cannot be done away with. An organization has to have a formal communication structure. Of course one can strive to make it more economic and efficient by not being too rigid and too elaborate.<\/span><\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p><strong>7.2 Informal communication network<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Informal communication network is not a deliberately formed network. It arises to meet needs that are not satisfied by formal communication. Employees form friendships, and cliques develop, they talk in gatherings, the persons working at same place may talk just like that, and likewise. These in turn allow employees to fill in communication gaps within the formal channels. Following are some of the sources of informal communication:<\/p>\n<p>&nbsp;<\/p>\n<p><em>1.\u00a0\u00a0 <\/em><em>Grapevine <\/em>&#8211; channel mostly associated with gossip and rumors.<\/p>\n<p><em>\u00a0<\/em><\/p>\n<p><em>2.\u00a0\u00a0 <\/em><em>Social gatherings <\/em>&#8211; organizational gatherings give a chance to people of various ranks to meet and talk.<\/p>\n<p><em>\u00a0<\/em><\/p>\n<p><em>3.\u00a0\u00a0 <\/em><em>Management by walking around <\/em>&#8211; where a manager informally walks through the work area and casually talks to employees.<\/p>\n<p><em>\u00a0<\/em><\/p>\n<p style=\"text-align: justify\"><em>4.\u00a0\u00a0 <\/em><em>Secretaries\/administrative assistants &#8211; <\/em>It is very common that the secretaries or administrative assistants of the top bosses pass and receive much information informally.<\/p>\n<p><em>\u00a0<\/em><\/p>\n<p><strong>8.\u00a0<\/strong><strong>Communication Media<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p style=\"text-align: justify\">Some of the traditional\/primitive methods used for communication have been visual and audio in the form of gestures, sound and pictures\/drawings. Technology today has transformed these sounds and gestures to produce speech, videos, films, posters and theatre. The evolution of different means has opened up a vast potential for communication. With a plethora of tools and methods to use, the communicator may find it difficult to choose an appropriate one. How is this choice to be made? Answer to this question depends on our understanding of the impact of information technology on our everyday life.<\/p>\n<p>&nbsp;<\/p>\n<p><em style=\"font-weight: bold\">8.1<\/em>\u00a0<strong><em>Impact of information technology<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">In recent years, there has been an information technology (IT) revolution. While paper-based manual systems for processing information and communication are still very much evident, computer-based technology is increasingly undertaking most office functions and procedures. The implications of IT on communication methods cannot\u00a0<span style=\"font-size: 1em;text-align: initial\">be ignored. However, technology will always require people, and in communication it is the input of the human agency that will ensure effective communication (or otherwise). Figure 4 helps to understand the impact of information technology in a better manner. (Tanenbaum, 2007).<\/span><\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">The fundamental skills of structure, tone and composition will always be of vital importance in ensuring effective communication. As originators of printed communications, people have control over these factors. However, while technological developments are making their role more interesting and challenging, the conventional presentation techniques should not be allowed to suffer. High standards must be set and maintained in order to ensure that your communications are not only appropriately worded and logically structured, but are also consistently and attractively presented.<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-267 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-60.png\" alt=\"\" width=\"499\" height=\"243\" srcset=\"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-60.png 499w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-60-300x146.png 300w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-60-65x32.png 65w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-60-225x110.png 225w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-60-350x170.png 350w\" sizes=\"auto, (max-width: 499px) 100vw, 499px\" \/><\/p>\n<p><strong><em>8.2<\/em><\/strong>\u00a0\u00a0\u00a0\u00a0\u00a0 <strong><em>Social media<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Social media has drastically changed how we communicate. Not too long ago, we communicated through mail, on a land-line telephone, and in person. Today, we send text messages; leave voice messages; use instant messenger; send emails; talk through headphones, cell phones, and online video phones; and of course, interact through the Internet where a plethora of social media tools has redefined communication. Such a redefinition has had an enormous effect. The entire paradigm of social media has altered the basic rules of communication, especially between business and their audiences. The one-way communication methods of the recent past, business-to-customer and business-to-business, have been replaced by a more robust multidimensional communication model. That model is collectively called social media (also referred to as Web 2.0).<\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">While the tools and kinds of social media are many and their implementations seemingly boundless, they all share a common set of characteristics that meet the rules of social media (stated above). Given below are the five C\u2019s of social media:<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><em>1.\u00a0<\/em><strong><em>Conversation. <\/em><\/strong>No longer is the communication one-way, broadcast or somehow sent to a passive audience. Social media is at least a two-way conversation, and often a multidimensional conversation. Social media engages everyone involved.<\/p>\n<p><em>\u00a0<\/em><\/p>\n<p style=\"text-align: justify\"><em>2.\u00a0<\/em><strong><em>Contribution. <\/em><\/strong>Social media encourages contributions and reactions from anyone who is interested. \u2018Encourage\u2019 is the key here, social media solicits an interaction, positive and negative, by making it easy to contribute.<\/p>\n<p><em>\u00a0<\/em><\/p>\n<p style=\"text-align: justify\"><em>3.\u00a0<\/em><strong><em>Collaboration. <\/em><\/strong>Social media promotes an exchange of information between you and your audience, and among audience members, by inviting participation. Creating a quick and simple collaborative platform requires that information be organized and easily distributed.<\/p>\n<p><em>\u00a0<\/em><\/p>\n<p style=\"text-align: justify\"><em>4.\u00a0<\/em><strong><em>Connection. <\/em><\/strong>Accessing information on the Internet only takes a click. Social media thrives on connections, within its own Web vehicles and through links to other sites, resources, people, and automatic feeds. People can even create their own personalized site of connections.<\/p>\n<p><em>\u00a0<\/em><\/p>\n<p style=\"text-align: justify\"><em>5.\u00a0<\/em><strong><em>Community. <\/em><\/strong>The fundamental characteristic of social media is the creation of community, a fellowship and relationship with others who share common attitudes, interests, and goals (such as friendship, professionalism, politics, and photography). Communities form quickly and communicate effectively. Communities build goodwill from members to the hosting organization and among members. While these communities are only virtual, with members seldom meeting each other in person, they are no less robust than the physical communities in which we live, and in many ways more robust from the simple fact that barriers are removed.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>What are social networking sites?<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">The computer industry has always loved buzzwords and one of the latest is \u2019social networking\u2019. There are a lot of myths about social networking. Firstly, Facebook, Twitter and that sort of thing are for kids (actually, often figures show that over 50% of the people on these networks are aged 35 and over). Secondly, it is risky and people will steal your personal details (it is no more risky than any other internet page). And thirdly, it\u2019s difficult and technical (it is not).<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Social networking is a way of using your computer to talk to other people, exchange pictures, whatever you want to do. We have some articles on specific networks elsewhere on the Web Wise site, but here are a few basic pointers listed in Table 2.<\/p>\n<\/div>\n<div>\n<table class=\"aligncenter\" style=\"height: 290px;width: 60%\">\n<tbody>\n<tr style=\"height: 59px\">\n<td style=\"width: 78.0625px;height: 59px\"><strong>Twitter<\/strong><\/td>\n<td style=\"width: 718.063px;height: 59px\">This is one of the fastest-growing networks. You follow people you know or in\u00a0whom you are interested, they follow you, you exchange brief text-only\u00a0messages. If you say something interesting, one of your followers might \u2019re-tweet\u2019 it, which means repeating it and saying who said it. So, some of their\u00a0followers might start to follow you too, and that\u2019s how you meet new people.<\/td>\n<\/tr>\n<tr style=\"height: 59px\">\n<td style=\"width: 78.0625px;height: 59px\"><strong>Facebook<\/strong><\/td>\n<td style=\"width: 718.063px;height: 59px\">Unlike Twitter, you get a page on the web and can use this for longer bits\u00a0and pieces. You can upload pictures, videos, play games, whatever you want\u00a0to do. There are Facebook applications for reviewing books, reviewing films,\u00a0areas for private messages and for more open discussions. This can really\u00a0be your place on the internet if you want it to be.<\/td>\n<\/tr>\n<tr style=\"height: 44px\">\n<td style=\"width: 78.0625px;height: 44px\"><strong>LinkedIn<\/strong><\/td>\n<td style=\"width: 718.063px;height: 44px\">A bit like a Facebook for business. This is a network for contacting and\u00a0keeping in touch with work colleagues. You may only contact people who are\u00a0a friend of a friend, or a friend of a friend of a friend, and so forth.<\/td>\n<\/tr>\n<tr style=\"height: 44px\">\n<td style=\"width: 78.0625px;height: 44px\"><strong>Flickr<\/strong><\/td>\n<td style=\"width: 718.063px;height: 44px\">There is less scope for socializing here, but you can\u00a0 upload and share any\u00a0pictures you want others to see. You can also download and sometimes use\u00a0pictures on websites, as many people put them up with few copyright\u00a0restrictions.<\/td>\n<\/tr>\n<tr style=\"height: 14px\">\n<td style=\"width: 78.0625px;height: 14px\"><strong>Google+<\/strong><\/td>\n<td style=\"width: 718.063px;height: 14px\">It is still early days for Google&#8217;s competitor to Facebook and Twitter, but the\u00a0company is such a behemoth that it&#8217;s not a good idea to count them out.\u00a0Google+ lets you put all your acquaintances in separate &#8220;circles&#8221;, so you can\u00a0post something to your best friends that you might not want sent to your work\u00a0colleagues.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center\"><strong>Table 2: Different Social Networks<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong>9.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/strong><strong>Communication Strategies<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>a) How will you deliver the message?<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Selecting the right strategies can save time and money, as well as increase the reach and effectiveness of your message.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\"><strong><em>One-on-one <\/em><\/strong>communication is the most time consuming, but it is also the most powerful. <strong><em>Mass media<\/em><\/strong> are most effective in reaching large number of people. <strong>Outreach to groups<\/strong>\u2014through speaking engagements, library tours or mailings\u2014is an effective way of reaching key audiences who share particular interests and concerns. In addition to identifying strategies, your communication plan should include a\u00a0<span style=\"font-size: 1em;text-align: initial\">schedule for the activities you want to undertake.\u00a0<\/span><span style=\"text-align: initial;font-size: 1em\">Consider the following when deciding which strategies to use:<\/span><\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p>1.\u00a0\u00a0\u00a0\u00a0 <strong>WHO <\/strong>is the audience?<\/p>\n<p>&nbsp;<\/p>\n<p>2.\u00a0\u00a0\u00a0\u00a0 <strong>WHAT <\/strong>is the best way to convey the information to the target audience &#8211; radio, TV, direct mail, other? What kind of image do you want to project? Will it be an effective part of your total communication effort?<\/p>\n<p>&nbsp;<\/p>\n<p>3.\u00a0\u00a0\u00a0\u00a0 <strong>WHEN <\/strong>is the deadline? Will your message be distributed in time to be effective?<\/p>\n<p>&nbsp;<\/p>\n<p>4.\u00a0\u00a0\u00a0\u00a0 <strong>HOW <\/strong>much will it cost? Is this the most effective use of available funds?<\/p>\n<p>&nbsp;<\/p>\n<p>5.\u00a0\u00a0\u00a0\u00a0 <strong>WHY <\/strong>is the best strategy for this audience?<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>b) What are modes of delivering the message?<\/em><\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Here are some commonly used strategies for getting the message out:<\/p>\n<p>&nbsp;<\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Banners\/Posters\/Displays<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Handouts\/Giveaways<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Mailings<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>Media: Newspapers, newsletters, radio, TV<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Print materials: fact sheet, newsletter, flyers, tent cards, etc.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Web site<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 E-mail lists<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Presentations to groups<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Partnerships<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p>&#8211;\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Word of mouth<\/p>\n<p>&nbsp;<\/p>\n<p><strong>9.1<\/strong>\u00a0\u00a0\u00a0\u00a0\u00a0 <strong>Communication plan objectives<\/strong><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>To improve communications between the library and its stakeholders through clear, consistent and timely messages using a range of communication channels.<\/li>\n<\/ul>\n<ul>\n<li>To promote the library as a high quality resource for the entire user community.<\/li>\n<\/ul>\n<ul>\n<li>To increase awareness and promote the use of library services, facilities and resources.<\/li>\n<\/ul>\n<ul>\n<li>To promote library contributions towards the institution\u2019s strategic directions.<\/li>\n<\/ul>\n<ul>\n<li>To improve the channels available for feedback and input.<\/li>\n<\/ul>\n<ul>\n<li>To expand the channels of communication available.<\/li>\n<\/ul>\n<ul>\n<li>To increase the level of patron satisfaction with library communications.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong>9.2<\/strong>\u00a0\u00a0\u00a0\u00a0 <strong>Planning and Strategizing Communication<\/strong><\/p>\n<\/div>\n<p><strong>\u00a0<\/strong><\/p>\n<p style=\"text-align: justify\"><span style=\"text-align: initial;font-size: 1em\">While designing a communication plan for an institution following strategic actions should be addressed at length. This may be customized depending upon the categories of the library. (Table 3)<\/span><\/p>\n<div>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center\">\u00a0 \u00a0 \u00a0<strong>General Strategy<\/strong><\/p>\n<table class=\"aligncenter\" style=\"height: 385px;width: 60%\">\n<tbody>\n<tr style=\"height: 14px\">\n<td style=\"height: 14px;width: 43.6364%\"><strong>Key Messages<\/strong><\/td>\n<td style=\"height: 14px;width: 42.8283%\"><strong>General Strategies<\/strong><\/td>\n<\/tr>\n<tr style=\"height: 115px\">\n<td style=\"height: 115px;width: 43.6364%\">\u2022The Library..<\/p>\n<p>is to support all stakeholders\u00a0throughout their journey<\/td>\n<td style=\"height: 115px;width: 42.8283%\"><strong>Promote the library as a part of a student\u2019s on-campus and off-campus experience<\/strong><\/p>\n<ul>\n<li>Promote this in a variety of publication\u00a0and communication channels<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"height: 70px\">\n<td style=\"height: 70px;width: 43.6364%\">\n<ul>\n<li>staff are professional,\u00a0friendly, helpful and\u00a0approachable<\/li>\n<\/ul>\n<\/td>\n<td style=\"height: 70px;width: 42.8283%\">\u2022\u00a0\u00a0 <strong>Promote awareness of library staff, theirexpertise, professionalism, friendly and\u00a0approachable manner<\/strong><\/td>\n<\/tr>\n<tr style=\"height: 44px\">\n<td style=\"height: 44px;width: 43.6364%\">\u2022is a great place for research\u00a0and study and offers a\u00a0number of excellent facilities<\/td>\n<td style=\"height: 44px;width: 42.8283%\">Regular interviews with staff and\u00a0publishing them in electronic newsletters<\/td>\n<\/tr>\n<tr style=\"height: 85px\">\n<td style=\"height: 85px;width: 43.6364%\">\n<ul>\n<li>has an extensive range of\u00a0electronic and print resources<\/li>\n<\/ul>\n<\/td>\n<td style=\"height: 85px;width: 42.8283%\">\n<ul>\n<li><strong>Use plain simple English language in all\u00a0understandable and not jargons<\/strong><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"height: 14px\">\n<td style=\"height: 14px;width: 43.6364%\">\u2022provides a range of help\u00a0services, face to face and\u00a0\u00a0online<\/td>\n<td style=\"height: 14px;width: 42.8283%\">\u2022\u00a0 \u00a0Develop a glossary in library terms<\/p>\n<p>Ensure consistent and current information\u00a0in all library communications<\/td>\n<\/tr>\n<tr style=\"height: 14px\">\n<td style=\"height: 14px;width: 43.6364%\">\n<ul>\n<li>has online environments\u00a0dedicated to providing real\u00a0time information and links to\u00a0key<\/li>\n<\/ul>\n<\/td>\n<td style=\"height: 14px;width: 42.8283%\">\n<ul>\n<li>Develop a communication policy for the\u00a0library staff to use appropriate<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"height: 29px\">\n<td style=\"height: 29px;width: 43.6364%\">\u2022tools and services<\/td>\n<td style=\"height: 29px;width: 42.8283%\">\n<ul>\n<li><strong>Ensure consistent current information in all library communications<\/strong><\/li>\n<li>Develop templates for posters, notices, hand-outs, digital signage etc.<\/li>\n<li>Develop procedures for reviewing the information in publications, website and using the other media in the library<\/li>\n<li>Interactive communication using website\u00a0 Recycle information through differentchannels<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<div>\n<table class=\"aligncenter\" style=\"width: 60%\">\n<tbody>\n<tr>\n<td><\/td>\n<td>\u2022\u00a0\u00a0 <strong>Branding of Library and Communicating<\/strong><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><strong>appropriately<\/strong><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Create a brand and logo which is used<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>appropriately on all publications and other<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>communication media<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u2022\u00a0\u00a0 <strong>Deliver messages in multiple formats to cater<\/strong><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><strong>for different communication preferences,<\/strong><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Communicating using social media like<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>Facebook, Twitter, Linked-In, You-tube,<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>RSS Feeds etc.<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Develop a Social Media policy and align<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>with the organisation policy when<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>developed<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Develop a schedule for responsibility of<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>posts and monitoring and evaluation<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Seek You tube channel subscription<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Electronic newsletter for internal and<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>external community<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Information bookmarks on important<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>benchmarks of the library<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Pop-up banners on the PC\u2019s in the<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>Learning Commons<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u2022\u00a0\u00a0 <strong>Ensure communications strategies are<\/strong><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><strong>included in all library project plans<\/strong><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Develop a communication strategy<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>template into the project plan template<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Responsibilities, content, delivery<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>methods, timing etc.<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>o\u00a0 Ensure information about library collection<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>and building development is available to<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>library patrons.<\/td>\n<\/tr>\n<tr>\n<td colspan=\"2\"><strong>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Academic Staff<\/strong><\/td>\n<\/tr>\n<tr>\n<td><strong>Specific key messages<\/strong><\/td>\n<td><strong>Specific strategies &amp; actions<\/strong><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td>The Library&#8230;<\/p>\n<p>values research and offers\u00a0number of research support<\/td>\n<td>\u2022\u00a0\u00a0 <strong>Strengthen relationships between Learning and Research Services Librarians and\u00a0academic staff<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-269 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-61.png\" alt=\"\" width=\"490\" height=\"621\" srcset=\"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-61.png 425w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-61-237x300.png 237w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-61-65x82.png 65w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-61-225x285.png 225w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-61-350x443.png 350w\" sizes=\"auto, (max-width: 490px) 100vw, 490px\" \/><\/p>\n<div><\/div>\n<table class=\"aligncenter\" style=\"border-collapse: collapse;width: 60%;height: 28px\">\n<tbody>\n<tr style=\"height: 14px\">\n<td style=\"width: 50%;height: 14px;text-align: center\" colspan=\"2\"><strong>General Staff<\/strong><\/td>\n<\/tr>\n<tr style=\"height: 14px\">\n<td style=\"width: 50%;height: 14px\">The Library&#8230;.<\/td>\n<td style=\"width: 50%;height: 14px\">\n<ul>\n<li>Increase awarness of services and<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-270 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-62.png\" alt=\"\" width=\"548\" height=\"500\" srcset=\"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-62.png 548w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-62-300x274.png 300w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-62-65x59.png 65w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-62-225x205.png 225w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-62-350x319.png 350w\" sizes=\"auto, (max-width: 548px) 100vw, 548px\" \/><\/div>\n<div>\n<p>&nbsp;<\/p>\n<p><strong>10.\u00a0\u00a0<\/strong><strong>Barriers to Communication<\/strong><\/p>\n<p style=\"text-align: justify\">Many problems encountered in our business and personal lives result from miscommunication. What the recipient understands by a message may not always be the message which the sender intended. Several communication barriers exist between sender and recipient, and they may be responsible for a message not being understood correctly, or a message becoming distorted (Table 4). The Table explains the nature of barriers to communication and suggest the ways to maximize the import of a communication (NIPCCD 2001).<\/p>\n<p>&nbsp;<\/p>\n<table class=\"aligncenter\" style=\"width: 60%\">\n<tbody>\n<tr>\n<td><strong>Barrier<\/strong><\/td>\n<td><strong>What happens<\/strong><\/td>\n<td><strong>How to maximize communication ?<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-271 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-63.png\" alt=\"\" width=\"457\" height=\"536\" srcset=\"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-63.png 457w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-63-256x300.png 256w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-63-65x76.png 65w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-63-225x264.png 225w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-63-350x411.png 350w\" sizes=\"auto, (max-width: 457px) 100vw, 457px\" \/><\/p>\n<div>\n<p style=\"text-align: center\"><strong>Table 4: Barriers to Communication<\/strong><\/p>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p><strong>11.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/strong><strong>Skills of a Good Communicator<\/strong><\/p>\n<\/div>\n<p><strong>\u00a0<img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-272 aligncenter\" src=\"http:\/\/lisp6.epgpbooks.inflibnet.ac.in\/wp-content\/uploads\/sites\/12\/2018\/07\/2-64.png\" alt=\"\" width=\"465\" height=\"227\" srcset=\"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-64.png 465w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-64-300x146.png 300w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-64-65x32.png 65w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-64-225x110.png 225w, https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-content\/uploads\/sites\/12\/2018\/07\/2-64-350x171.png 350w\" sizes=\"auto, (max-width: 465px) 100vw, 465px\" \/><\/strong><\/p>\n<div>\n<p>As a library and information professional, you do need to acquire skills of a good communicator in order to perform your professional tasks. For becoming a good communicator you require the following skills.<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"text-align: justify\"><strong><em>Listening: <\/em><\/strong>The first skill needed is the ability to listen carefully, pick out the positive aspects and the problems, difficulties and tensions of the audience.<strong style=\"text-align: initial;font-size: 1em\">\u00a0<\/strong><\/li>\n<\/ul>\n<ul>\n<li style=\"text-align: justify\"><strong><em>Observation: <\/em><\/strong>Going closely with listening is observation \u2013 the ability to pick up information and nuances about the communication are needed in particular situations \u2013 the feeling from non-verbal clues.<\/li>\n<\/ul>\n<ul>\n<li style=\"text-align: justify\"><strong><em>Empathy: <\/em><\/strong>The communicator should be able to identify with the issues\/situation as seen through the eyes of the participant.<\/li>\n<\/ul>\n<ul>\n<li><strong><em>Encouragement: <\/em><\/strong>The communicator needs to build the confidence of the audience by appreciating their work, time and commitment. The communicator should also encourage the audience to ask questions, raise queries. This helps the communicator know that the message is being decoded correctly.<\/li>\n<\/ul>\n<ul>\n<li style=\"text-align: justify\"><strong><em>Summarizing: <\/em><\/strong>The communicator should be able to summarize the information given in the sessions by picking the main issues discussed, the conclusions and analysis drawn. At the same time the communicator should help the audience in paraphrasing messages in their own words.<\/li>\n<\/ul>\n<ul>\n<li style=\"text-align: justify\"><strong><em>Flexibility: <\/em><\/strong>The communicator needs to be flexible in order to encourage creativity and a spirit of experimentation in the audience. A good communicator is also one who is willing to change the style of communication if he\/she finds that the audience is not able to understand or participate in a certain style.<\/li>\n<\/ul>\n<ul>\n<li style=\"text-align: justify\"><strong><em>Timing: <\/em><\/strong>The communicator needs a good sense of timing, when to encourage, when to challenge, when to ask a question, give suggestion, give support and keep track of the time.<\/li>\n<\/ul>\n<ul>\n<li><strong><em>Planning: <\/em><\/strong>A communicator needs to plan the communication well ahead. The\u00a0<span style=\"text-align: initial;font-size: 1em\">tools and methods to be used should be prepared well in time. In case you are using posters, ensure that there is enough place to fix the posters. Plan the communication from the beginning to the end\u2014how will you introduce the topic, how will you ask questions, what are the expected outcomes and how do you evaluate these outcomes.<\/span><\/li>\n<\/ul>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p><strong>12.\u00a0<\/strong><strong>Summary<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">Senior-subordinate or manager-employee communication is essential for a thriving workplace. At the most basic level, employees who do not know what is expected of\u00a0them seldom perform to their potential. Almost every employee issue, viz. attendance, morale, performance, and productivity can be improved with the help of effective communication. Successful communication is a two-way process. If management is doing all the talking, employees tend to tune out. What is more, the people doing the real work of the organisation often have the best suggestions for improving it.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">In this unit\/module, we have discussed the need for staff communication in libraries. Communication in organizations in of various forms, like formal and informal communication. Both internal communication and external communication are vital for any library and information organization. Lastly, strategies of communication and barriers to communication are also discussed.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>13.References<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">1. Odini, C. (1999). Training and development of skills in changing information environment. Library Management. 1 (2), 100-104<\/p>\n<p>&nbsp;<\/p>\n<p>2. Ojomo,\u00a0 O.W.\u00a0 (2004).\u00a0 Communication:\u00a0 theory\u00a0 and\u00a0 practice.\u00a0 In\u00a0 E.\u00a0 Adegbija<\/p>\n<p style=\"text-align: justify\">(Ed.), Language, Communication and Study Skills, (pp. 77-95). Ota: Covenant University.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: justify\">3.Rothwell, J.D. (2004). In the company of others: An introduction to communication. (2nd ed.). New York: McGraw-Hill<\/p>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify\">\u00a0 \u00a04.Kemoni,\u00a0 H.N.(2004).\u00a0 Melvin\u00a0 DeFleur\u2019s\u00a0 informationcommunication\u00a0 model:Its application\u00a0 to archives administration. African\u00a0 Journal of\u00a0 Library,\u00a0 Archives\u00a0 &amp; Information Science, 14(2), 167-17<\/div>\n<div><\/div>\n<div style=\"text-align: justify\">\u00a0 \u00a05.Tanenbaum, Andrew S. 2007. Computer Networks. New Delhi: Prentice Hall of India.<\/div>\n<div><\/div>\n<div style=\"text-align: justify\">\u00a0 \u00a06.NIPCCD, 2001. <em>A Handbook for trainers of effective communication.<\/em> New Delhi: National Institute of Public Cooperation and Child Development (Lead Training<span style=\"font-size: 1em;text-align: initial\">Agency of SWA Shakti Project)<\/span><\/div>\n<div><\/div>\n<div><span style=\"text-align: initial;font-size: 1em\">\u00a0 7.Norton, M and Dutt, P., 2003. <\/span><em style=\"text-align: initial;font-size: 1em\">Getting Started : A Practical Guide for Activists and<\/em><em style=\"text-align: initial;font-size: 1em\">Organisations<\/em><span style=\"text-align: initial;font-size: 1em\">. New Delhi: Sage Publications<\/span><\/div>\n<div><\/div>\n<div><span style=\"text-align: initial;font-size: 1em\">8.Robbins, Harvey A., 1992. <\/span><em style=\"text-align: initial;font-size: 1em\">How to speak and listen effectively.<\/em><span style=\"text-align: initial;font-size: 1em\"> USA : AMACOM (American Management Association).<\/span><\/div>\n<\/div>\n<div>\n<p>&nbsp;<\/p>\n<p><strong>13.0 WEBLIOGRAPHY<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"http:\/\/www.solari.net\/documents\/position-papers\/Solari-Social-Media-and-Communication.pdf\">http:\/\/www.solari.net\/documents\/position-papers\/Solari-Social-Media-and-<\/a><a href=\"http:\/\/www.solari.net\/documents\/position-papers\/Solari-Social-Media-and-Communication.pdf\">Communication.pdf<\/a><\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"http:\/\/www.bbc.co.uk\/webwise\/courses\/social-media-basics\/lessons\/communicating-using-social-networks\/\">http:\/\/www.bbc.co.uk\/webwise\/courses\/social-media-basics\/lessons\/communicating-using-<\/a><a href=\"http:\/\/www.bbc.co.uk\/webwise\/courses\/social-media-basics\/lessons\/communicating-using-social-networks\/\">social-networks\/<\/a><\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<p><strong>Did you know?<\/strong><\/p>\n<ol>\n<li>Interpersonal communication involves sending and receiving messages between two or more people<\/li>\n<li>All managerial functions like planning, organizing, directing, co-coordinating and controlling can be well performed with the tools of good communication.<\/li>\n<li>Listening is an integral part of oral communication.<\/li>\n<li>Non-verbal signals add impact to a meaning, and thus combine to provide an instant impression in a way, which written communication or telephone calls cannot.<\/li>\n<li>The communication process involves eight basic elements: source (sender), encoding, message, transmission channel, receiver, decoding, noise, and feedback. Social media has altered the basic rules of communication<\/li>\n<\/ol>\n","protected":false},"author":2,"menu_order":26,"template":"","meta":{"pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":["dr-shantanu-ganguly"],"pb_section_license":""},"chapter-type":[],"contributor":[64],"license":[],"class_list":["post-261","chapter","type-chapter","status-publish","hentry","contributor-dr-shantanu-ganguly"],"part":3,"_links":{"self":[{"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/pressbooks\/v2\/chapters\/261","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/wp\/v2\/users\/2"}],"version-history":[{"count":6,"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/pressbooks\/v2\/chapters\/261\/revisions"}],"predecessor-version":[{"id":418,"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/pressbooks\/v2\/chapters\/261\/revisions\/418"}],"part":[{"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/pressbooks\/v2\/parts\/3"}],"metadata":[{"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/pressbooks\/v2\/chapters\/261\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/wp\/v2\/media?parent=261"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/pressbooks\/v2\/chapter-type?post=261"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/wp\/v2\/contributor?post=261"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/ebooks.inflibnet.ac.in\/lisp6\/wp-json\/wp\/v2\/license?post=261"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}