Chapter Six

Media of Communication
Objectives
At the end of this unit learners should be able to: -
Overview of media of communication
Define Oral Communication
Discuss the advantage and disadvantages of oral communication
Discuss the different types of Speech/Speaking
Discuss the merits and demerits of Telephone Vs Face to face conversation
Discuss the different styles of Active Listening
Discuss the bad Listening habits
Describe the types of Interviews
Explain the concepts of Meetings (Types, Objective and Procedures)
Contents
1.Overview of media of communication
6.2. Oral Communication
6.3. Advantage and disadvantages of oral communication
6.4. Types of Speech/Speaking
6.5. The merits and demerits of Telephone Vs Face to face conversation
6.6. Styles f Active Listening
6.7. Bad Listening habits
6.8. Types of Interviews
6.9. Concepts of Meetings (Types, Objective and Procedures)
6.1. Overview of media of communication
Communication is the lifeblood of every organization. This means to mean that it
is through communication progresses of the organization and problems will be

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known. Information throughout the organization will be transmitted through
certain mechanisms; these mechanisms can be called as media of communication.
Media of communication can be verbal or non- verbal. Again, verbal
communications can be classified as oral and written communication. In this
chapter we will discuss the different Medias of communication under oral
communications as Speech/speaking/presentation, telephoning vs. face-to-face
conversation, active listening, interviews and meetings.
6.2. Oral Communication
Activity: what do you think about oral communication?
Oral communication is the communication where the message or information
exchanges by spoken words.
Primary oral communication media include face – to – face conversation (the
richest medium), telephone calls, speeches and meetings. Your choice between a
face –to – face conversation and a telephone or video conference call would
depend on audience location, message importance, and your need for the sort of
nonverbal feedback, the only body language can reveal.
The chief advantage of oral communication is the opportunity it provides for
immediate feedback. This is the medium to use when you want the audience to ask
questions and make comments or when you are trying to reach a group decision. It
is also the best channel if there is an emotional component to your message and
you want to read the audience ‘s body language or hear the tone of their response.
It can be done by both face to face and also through mechanical devices (signals,
telephone, mobile, e-mail, fax etc.). And definitely both will take place an
important position in the organization. In an organization face to face
communication can be done through conference, seminar, group discussion,
personal interview, etc.

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6.2.1. Advantages of Oral Communication
Speed: Once you make contact with your audience, there is no time lag between
the transmission and reception of massage.
Speaker is able to get personal attention of the listener: You might spend hours
drafting a memorandum, letter or report only to have recipient scan if superficially
or not read it at all.
In a personal contact, however, you have much more command over the receiver ‘s
attention.
It saves time: Where action is required to be taken immediately, it is advisable to
communicate orally.
It saves money: At one time you can communicate with more than one person and
it saves money as compared to the written communication when it is within the
organization.
It allows instantaneous feedback: When you speak directly to one or more
listeners, you can respond to questions as soon as they arise. You can revise
quickly if you have used the wrong word and offended or confused your audience.
Supplemented by non-verbal clues: The person receiving oral communication can
combine it with the expressions and other non-verbal clues around the speaker, the
message can be better understood.
It is extremely useful while communicating with groups at meetings, assemblies,
etc.
6.2.2. Limitations of Oral Communication
Although it has many advantages, oral communication is not always the best
approach. It suffers from the following disadvantages:
No evidence: There is no documentary proof of oral communication and as such
the impact of oral communication is purely temporary.

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The lengthy messages are not suitable for such type of communication, because of
poor retention power of human being.
Expensive and time consuming when the communicator and receiver are far
removed from each other or when the people who need to communicate are
separated by longer distance, personal contact is expensive and time consuming.
Even a cross-town trip for a half-hour meeting can take most of the morning or
afternoon, depending upon traffic or weather.
Not appropriate when the matter is controversial.
Serious deliberation is not possible: A serious thought is not possible on the
subject because the receiver has to take an immediate decision in response to the
communication received.
More prone to physical noise: An oral message has more probability of getting
distorted because of physical noise of speech, somebody interfering in between,
and likewise.
Oral massages do not have any legal validity unless they are taped and made a part
of permanent record.
6.2.3. Two Sides of Oral Communication
The sender and the receiver are the two sides of oral communication. As sender,
what are the different methods for making oral communication effectively are
described in other section of chapter but as the receiver oral evaluation may
include both positive comments and areas for improvement. Like feedback on any
assignment, it is helpful to offer constructive criticism without personally
attacking the character of the speaker. Let us suggest the following to receivers for
providing oral or written feedback to oral presentations:

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Be descriptive. Describe what you observed the speaker doing rather than passing
judgment, e.g. say ―I did not hear a concluding statement‖ rather than ―That was
a stupid way to end your presentation.
Be specific. Give the speaker enough information so that she/he can improve for
the next presentation, e.g. say ―I would increase the font size on your PowerPoint
slides because I had trouble reading the slides‖ rather than ―Your visual aids were
ineffective.
Be positive. ―Sandwich‖ comments such that you begin with a positive comment,
then offer suggestions for improvement, and end with a positive comment.
Be constructive. Give specific suggestions for improvement rather than simply
telling the speaker what they did wrong.
Be sensitive. Use tactful language in giving feedback rather than offering blunt
suggestion or comments, e.g. say ―Speak a bit louder so those in the back of the
room can hear you‖ rather than ―I couldn‘t hear a word you said—speak up!‖
Be realistic. Give the speaker feedback about things that he/she can actually
change.
Telling a speaker that she/he is too short is not helpful.

6.2.4. 7 Cs of Oral Communication

According to Francis J. Bergin, a person engaged in oral communication must
remember seven Cs. And these are as follows:
Clear: An oral communication become effective when the message is clear for the
audience or receiver as the sender wants to convey. Oral messages are often
misunderstood because the speaker does not talk distinctly. So, for this purpose
clear pronunciation is very much required. To minimize this kind of problem a

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speaker tries to work out on different, lengthy and unusual words for clear
pronunciation.
Concise: Many people enjoy while talking and sometimes oral communication
suffers from the problem of over communication. But when the speaker keeps on
talking for long, his/her message will be distracted. So, it will be advisable to
speakers to try to keep the message as brief as possible without changing the real
message.
Complete: Like written communication in oral communication also, completeness
required. While communicating with other makes it sure that you have paid
attention on below questions. Checking for the five w ‘s questions.
o Who o Where o What o Why o When
Correct: In oral communication correctness means the source of information or
from where you get information is right or trustworthy source. Because if your
source of information is correct than the others generate faith on the speakers and
listen them carefully.
Concrete: For making oral communication effectively speakers should use specific
fact and ideas and also avoid exaggerating of any information. They try to choose
appropriate words which are not affecting a particular individual, society, culture
or nation.
Courtesy: Courtesy involves you-attitude. Use polite words for oral
communication. Tries to avoid irritating expression, sincerely apologies for any
mistake, do not use any discriminatory expressions which are related to individual
people, race, ethics, origin, physical appearance etc.
Candid: When the speaker chooses the candid approaches, its mean that their
message should be straight, open, frank, outspoken. But not hurting particular
individual.

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6.3. Speech/Speaking
6.3.1. Meaning of speech/speaking
Activity: What do you mean by speaking/ speech?
Speech is the process of establishing a common understanding among people
within a business environment by means of spoken language.
The widely applied means of oral communication in face- to- face business
situations are listening short talks and presentations, conducting interview and
meetings. Speech is one of the media of communication that we use to deliver
message or information for many people at once.
Speech is described as an act of producing voice through the use of the vocal folds
and vocal apparatus to create a linguistic act designed to convey information
making speech is an essential tool that promotes organization or institutional
images as well as individual persuading, or entertaining a limited audience.
The higher a person rises to a rank or business education and government position,
etc the more he/she is to be called up on to make a speech, thus, speaking skills are
not innate, but something that can be learned and improved.
Business speech should be well planned to develop to topic a well-developed topic
enables the audience to follow the train of thought of the speaker speeches should
also be organized in essential parts, i.e. introduction body and consolation to
appeal to the interest of the listeners.
They need to be organized to achieve a defined purpose.
6.3.2. Types of Speech
Activity: Dear student, can you think of the various types of the speech? Do you
have any idea? Please write your response.

Speech of introduction

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It is used to introduce either individuals or an idea for a person; about his/her
experience educational back ground, qualification name address, accomplishment,
etc. for an idea; about its overall objective content, its necessity, the concept etc.
Informative speeches
It is kind of speech to transfer new information, which is long and detail about
topic. We assume that the audience does not have any information about the topic.
An informative speech is like teaching. The purpose of an informative speech is to
teach something to the audience.
Persuasive speech
It is made to persuade or attract about the new topic it contains information to
help people make decisions the purpose of persuasive speech is to persuade people
to change their idea in some way.
Lay out speech
A lay out speech is like giving some one direction or explaining the location of a
place it is not very common as a formal speech, bout something you often have to
use when explaining some people about a town or a large building a layout speech
tells the audience where things are it may also describe their size and shape
gestures are very important in layout speech in fact, this is a good chance to
practice your gestures the success of your speech depends on whether the audience
can find their way round the place you have described will they get lost?
Demonstrative speech
It is like an informative speech because you have to teach the audience about
something however in a demonstrative speech you will not just tell the audience
about something and also how to do it, the success of your speech is determined
when the audience can do what you showed them to do.
Other type of speech

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Communicative speech: It is made to member or remind and event or a person
ever we need to refresh already known ideas, we can use this kind of speech.
Recognition speech: It is made recognize the performance of an individual usually,
it takes place after giving an award.
Welcome speech: the purpose of well come speech is to make the audience feel
appreciated and to prepare members for what will follow.
Fare well speech: It is a speech during depart and has two types based on our
social distance such as formal and informal a fare well for elders and for those
which we respect more involves formal fare well such as: good night, good bye, I
hope to see you again I will see you later etc on the other hand if the person is a
family or a fried we can
use the informal one which involve the following: see you then, see you again,
fare well, bye catch you later etc.
Thank you, speech, it is an expression of feeling for one ‘s favor or good doing
thank you can be expressed for individuals, groups, families, or organization for
organizations. It usually is expressed in a written form. There are two types of
thank you speech: Formal and Informal.
Formal thank you speech involves the following expression – thank you, I am
deeply grateful, you have my gratitude, I am in your debt, thank you for
everything thank you very much indeed, how kind of you, I am grateful to you,
you are very kind, etc
Informally: it is possible to thank in the following ways: thanks a lot, thanks a
bunch, I owe you one, thanks a million, I owe you big etc. Someone can
acknowledge thanks by using the following expressions: the pleasure was mine,
my pleasure, you are welcome, never mind, it is ok, don ‘t ‘mention it etc.

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After dinner speech: It is made when an employee accomplish grate thing so this
time the organization can invite them to dinner or lunch and the manager can
speak about the accomplishment and their effectiveness in the organization.
Nomination speech: The purpose of a nomination speech is to support someone
running for an elected office or position the nominator tries to convince the
audience to vote for or support the nominee when making a nomination you must
name the candidate and the position, describe the candidate, and express your hope
that the listeners will vote for this person.

6.3.3. Categories of business speech

Depending up on the presentation techniques used to a limited audience business
speech can also be categorized as:
Impromptu speech: This is a well prepared, rehearsed, and out lined speech. In
delivering such type of business speech the speaker can refer to important ideas,
facts and figures printed on pieces of paper or cards.
Memorized speech: The speaker requires a lot of time for preparation and
rehearsal prior to presentation. Because a speaker is likely to forget what he/she
wants to say due to stage fright?
Textual speech: It is well prepared/ researched business speech presented by
reading from printed pages. This type of business speech is used when the issue to
be presented is complex in content.

6.3.4. Parts of speech

Parts of speech refer a structure in which you organize and outline your speech any
type of speech undergoes many preparatory stapeses before it is displayed.
These include:

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Select type of speech, which is appropriate to your purpose.
State the specific purpose.
Analyze your audience and or the occasion.
Collect desirable data, if, necessary planned for visual aids.
Now after you have completed each of the above prerequisites you must organize
or construct your information in to a clear structure. This structure comprises of
introduction, body, conclusion, and question and answer session.
6.3.4.1. Opening (Introduction)
Presents a topic of the speech and tells the audience the major points of your
speech. The goals are introducing your topic, yourself, and your purpose, make the
audience want to listen the rest of your speech.
An effective opening sets an appropriate tone and establishes good feelings
between you and your listeners. One key objectives of the opining should be to
capture the attention and interest of your audience and make them want to listen.
Most people in your audience will be receptive or at least neutral, to you at first;
they will be willing to listen if you can capture and maintain their attention, and
otherwise it will be harder for you to hold their attention later.
Do not apologize about your speaking abilities or indicate you are not fully
prepared on the issues. Make your opening concise, clear, and relevant.
Greeting and arousing interest – a good introduction is the same as making a good
first impression so greet your audience and, hosts, look at them, breath and then
immediately grab the attention with one smashing one – liner – In addition the
introduction needs to arouse and capture the interest of the audience in the subject.
Showing the audience what is in it for them can attain this goal why as the subject
of value to your audience? Why should they listen?

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Building credibility- now that you have told your message and aroused interest, it
is time to establish your credibility if a audience does not know who you are you
will not only need to introduce yourself, bout you will also need to establish your
credibility this means you will have to explain to the audience why you
are ―qualified‖ to speak about the speech.
6.3.4.2. The Body
The body is the main part of the speech. It has to be organized in a logical pattern.
Use linking transitional elements to hold the presentation together. These linking
transitional elements review briefly what you have just presented and suggested
what comes next.
Some transitions lead your listeners from fact to conclusion or inference:
therefore, as a result, thus, for this reason. Some transitions indicate a time
progression: now, later, meanwhile, next, finally. Others suggest certainty:
obviously, surely, of course. Transitions may also suggest comparison: likewise,
similarly, or contrast: conversely, on the other hand, just for arguments sake.
Transition enhances the coherence and unity of your material (speech). It is telling
your listeners when you move to a new section.
6.3.4.3. Closing (conclusion)
The closing is as important as the opening. Listeners want a speech (presentation)
to come to a neat, tidy conclusion with all the loose ends tied up. Furthermore,
people tend to remember most what they hear last, you can take advantage of this
by describing the main point of the end. So it is important to concentrate on a
powerful close for your talk. Thus, when closing your talk:

Summarize main points.

Draw conclusions from facts presented in the body and make recommendations.

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Call for action or challenge the audience to act. The Question and Answer
Period
Along with the introduction, body and close, include in your speech or
presentation an opportunity for questions and answers.
Responding to questions and comments during the presentation interrupts the flow
of your argument and reduces your control of the situation. If you are addressing
to a large group, particularly a hostile or an unknown group, questions can be
dangerous. So, request people to hold their questions until the presentation is
finished. However, in small group, it is possible to encourage questions and
comments while the presentation is going on.
Visual Aids
Use visual aids to highlight important information and create interest- Select
appropriate visual aids for small groups.
Use slides or films for large groups
Make sure equipment works
Delivery Techniques
As you speak be natural, relaxed and personable manner. Your voice should
exhibit expressiveness and variety in pitch, rate and volume.
Maintain strong eye contact to establish a conversational, two-way communication
channel with your listeners. Use the extended eye contact method and distribute
your eye contact over the entire audience.
Keep yourself neatly, dress appropriately and move confidently. Use good speaker
posture; stand erect with feet slightly apart weight evenly distributed on both feet.

6.4. Telephone Vs Face to face conversation

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Communication in business tends to fall in to three categories. They are e-mail,
Phone and face to face. All there are valid and useful way to communicate.
Moreover, each has its strengths and weaknesses and can be also more appropriate
in some situation than other. The most commonly used types of communication
process day to day are telephoning and face to face communications.
6.4.1. Face to face conversation
Face to face conversation is a type of communication which can form
interpersonally. Moreover, a face-to-face communication is also the interaction
between someone or with a group people nearby.
Face to face communication encompasses a variety of communication. It is means
that bring together physically both parties of the communication process (senders
and receivers).
Types of face-to-face communication include conversations, reporting, speech,
Interviews and meetings. The applicability of each type of face-to-face
communication depends on a variety of factors.
The major significance of face-to face communication is that it highly facilitates
interaction between senders and receivers. It helps to create a greater
understanding and is highly useful to overcome deep-rooted problems through
discussions that enable assimilation of cues, nonverbal expressions, emotional
exchanges etc.
Characteristics of face-to face conversations include.
Both the sender and receiver themselves are part of the message in that their
physical presence itself indicates a certain type of feedback.
Its capability to use both types of communication channels, i.e., verbal and
nonverbal communications.
Is very easy to create understanding and obtain immediate feedback.

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Dynamic participation among the sender and receiver is achievable.
It is the cheapest way of communication in most cases.
The level of accuracy in this case is highest than any other communication
channel.
Feedback is obtained immediately.
There is possibility of getting immediate response or feed back
When people communicate each other in person they can get responses
immediately without miss-understanding.
During conversation, people can not only hear responses from others but also see
how they are feeling. People also can give what will take place next and how
conversation is going on. So, it gives a chance to change our idea according to the
situation.
There is a possibility of using all senses to collect information
There is the saying ―I hear and I forget, I see and I remember I do and I know to
remind us how involvement of many senses is important.
When we use face to face communication, we use all our sense organ to make our
conversation effective like words, the words that are spoken or written to convey
the message.
Visuals: - The visual aid that help to understand the message more.
Voice: - The tone inflection and volume of the voice used to deliver the
message.
Face: - The facial expressions such as smiles, frowns, raised eye brows,
Pouts and all the gestures we make with our face while delivering a message.
Body Language: - The position and movement of the arms, Shoulder, legs,
head and other body language,

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It gives the sense of togetherness and it considered as human because it gives
warmth and belongingness to participants.
Face to face communication enables us to have an all-embracing understanding of
the partner ‘s idea. By taking notice of his mood and emotions.
And also, it gives a chance to share experience how to treat while face to face
conversational situation in a formal way.
Source and receiver share not only by word but also feelings and emotion.
Human need to meet and to share joys and express their idea and information. So,
it is a key factor for success in his field.
Receive the same strong legal protection in criminal inspection face to face
communication is the most secure method. It helps to know whether or not
suspects are telling the truth through the way suspects answer questions their facial
behaviors and eyes sight.
Overall, the above-mentioned facts of face-to face communications and
telephoning are an overview. They are both types of oral communication but with
differing capabilities and applicability areas. Given the varying circumstances the
applicability of each type of communication may be influenced by convenience
the accessibility, cost, timing, knowledge of how to manipulate, issues to discuss,
time required to discuss and a variety to other factors.
Managerial relationships are highly determined by a manager ‘s ability to
communicate and bring results. In doing so a manager is expected to make use of
a variety of tools to accomplish the process of communication.
Merits of face-to-face conversation
Allows for verbal and non-verbal message because of these Personal connections
build trust.

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Face to face communication minimizes misinterpretation and misunderstanding
and misleading. So, it is less scope for mistreating
It is easy way to express views because we use all our sense organ.
More formal and effective way to interact with others.
There is a high level of accuracy than any other communication.
There is a dynamic participation among the sender and the receiver So it promotes
effective and collaborative team work.
Both the sender and the receiver themselves are part of the message in their
physical presence itself indicated a certain type of immediate feedback.
It is to address the message a person who has hearing problem with our body
language.
Demerits of face-to-face conversation - It consumes time and money.
It is not always possible or practical to meet in person.
It could not satisfy the need of people to communicate at a distant due to the
human physical limitation.
6.4.2. Telephone Communication
Historically the communication that started using signals or reflections at a
distance become substituted with technical and electronic devices after the
industrial revolution. Telephone communication is one of the most used office
communication tools. It is the fastest means of communication in a business
environment.
When we converse with people by means of office telephone, we are representing
business organization we are working for however insignificant our position may
be. Thus, when we use the telephone either as a caller or a receiver for business
purposes, our sincerity and helpfulness are very much required. On the other
hand, any reflection if insincerity, discourtesy or artificially, is likely to bring

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about negative reaction not only against as telephone users but also against the
organizations we are working for. Characteristics of telephone conversation
It has a connection from telecom agency: it can be held without physical presence
The telephone, if it is properly used will create a spirit of friendliness within and
towards our organization.
It pays to have a good telephone personality. Whether you are an executive or
clerk where you deal with people, success depends largely up on how you treat
customers make friends create good will.
Most of a time when you converse with telephone about using the voice with a
smile putting it to work effectively.
It is nonverbal cues
Merits of telephone conversation
By using the phone, a message can quickly be communicated and as such is a
powerful business tool.
It reaches large audience at a distance.
It is not time consuming. It saves time and less co sty than others like face to face.
It is easy to handle cases immediately without delay.
It is less energetic and it doesn‘t need skilled man power to communicate.
Possibility of getting immediate feedback.
Does not require much training for use.
It is cheap compared to other communication channels like fax, telex etc…. and it
is applicable when they are not available. Demerits of telephone communication
It only consists of words or sounds. It doesn‘t give a chance to know the answer
of
―Does he or she feel bored.

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There is a risk that the letter/message may not be received or dialed due to
technical issues or problems.
Single sense is used on tends to forget lack of proximity/nearness is very power
communication which often say more than the words that are accompanying it.
Speaking to someone in phone allow you to interpret any non –verbal
communication.
Single sense is used on tend to forget while using Telephone communication
people can ‘t see your eyes verbal language in order to show their opinion.
Because of all this reasons the receiver may be misinterpret with the caller idea.
Source and receiver share only words but not feeling.
People with a hearing difficulty cannot use it.
Usually, distant communication using telephones are quite expensive.
It can be highly affected by any kinds of damage in the apparatus or in the line.
We cannot use it when the network is busy.
6.5. Active Listening
Activity: Can you define listening. Does it mean hearing?
6.5.1. Meaning of listening
Listening defined by different scholars as follows:
Johnson: The ability to understand and respond effectively to oral
communication.
M.V. Rodriques: Listening is a process of receiving, interpreting and reacting to
the message received from the sender.
Leland Brown: Listening is an activity that can be turned on and off consciously
and unconsciously. It starts with the receiver ‘s becoming aware that they should
listen and become attentive to what is being said.

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Listening is the receiver ‘s activity in oral communication. As the speaker has the
responsibility to make effort to be understood, so the listener has the responsibility
to be attentive and to make effort to understand the meaning of the speaker. Of all
skills of communication, listening is the most important of all. The higher your
position in an organization, the greater is your listening responsibility.
Listening as a Communication Skill
Despite the fact that many professionals believe incorrectly that business
communication is about presentation and not interaction, most managers spend a
major part of their day listening and speaking with others. Listening to
supervisors, employees, customers, and colleagues commonly consumes more of
business employees ‘time than reading, writing, and speaking combined. Listening
is an interpersonal skill as critical as the skill of speaking. CEO Brad Anderson of
Best Buy explains that effective listening is central to the work culture of his
young retail employees who have grown up in a digital age and expect a two-way
conversation in a peer-to-peer fashion rather than a one-way lecture. Anderson
emphasizes that being perceived as a poor listener would ―shut him down as a
CEO.
Effective listening habits pay off in several ways:
Good listeners are liked by others because they satisfy the basic human needs of
being heard and being wanted.
People who listen well are able to separate fact from fiction, cope effectively with
false persuasion, and avoid having others use them for personal gain.
Effective listening leads to sensitivity and tolerance toward key individuals who
are critical to the organization ‘s success, such as employees, customers, and
suppliers.

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Effective listeners are engaged and constantly learning—gaining knowledge and
skills that lead to increased creativity, job performance, advancement, and
satisfaction.
Job satisfaction increases when people know what is going on, when they are
heard, and when they participate in the mutual trust that develops from good
communication.
Listening depends on your abilities to receive and decode both verbal and
nonverbal messages. The best devised messages and sophisticated communication
systems will not work unless people on the receiving end of spoken messages
actually listen. Senders of spoken messages must assume their receivers can and
will listen, just as senders of written messages must assume their receivers can and
will read.
Listening for a Specific Purpose
Individuals satisfy a variety of purposes through listening:
Interacting socially,
Receiving information,
Solving problems, and
Sharing feelings with others.
Each activity may call for a different style of listening or for a combination of
styles.
6.5.2. Styles of listening
Casual listening. Listening for pleasure, recreation, amusement, and relaxation is
casual listening. Some people listen to music all day long to relax the brain and
mask unwanted sounds during daily routines, work periods, and daily commutes.
Aspects of casual listening are as follows:

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It provides relaxing breaks from more serious tasks and supports our emotional
health.
It illustrates that people are selective listeners. You listen to what you want to hear.
In a crowded room in which everyone seems to be talking, you can block out all
the noise and engage in the conversation you are having with someone.
It doesn ‘t requires much emotional or physical effort.
• Listening for information. Listening for information involves the search for data
or material. In a lecture class, for example, the instructor usually has a strategy for
guiding the class to desired goals. The instructor will probably stress several major
points and use supporting evidence to prove or to reinforce them. When engaged
in this type of listening, you could become so focused on recording every detail
that you take copious notes with no organization. When listening for information:
Use an outlining process to help you capture main ideas and supporting sub-points
in a logical way.
Watch the speaker as you listen to him or her, since most speakers exhibit a set of
mannerisms composed of gestures and vocal inflections to indicate the degree of
importance or seriousness that they attach to portions of their presentations.
Intensive listening. When you listen to obtain information, solve problems, or
persuade or dissuade (as in arguments), you are engaged in intensive listening.
Intensive listening involves greater use of your analytical ability to proceed
through problem solving steps. When listening intensively:
Become a good summarizer.
Trace the development of the discussion and then move from there to your own
analysis.
Empathetic listening. Empathy occurs when a person attempts to share another‘s
feelings or emotions. Counselors attempt to use empathetic listening in dealing

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with their clients, and good friends listen empathetically to each other. Empathy is
a valuable trait developed by people skilled in interpersonal relations. When you
take the time to listen to another, the courtesy is usually returned. When listening
empathetically:
Avoid preoccupation with your own problems.
Talking too much and giving strong nonverbal signals of disinterest destroy others
‘desire to talk.
Remember that total empathy can never be achieved simply because no two
people are exactly alike. The more similar our experiences, however, the better the
opportunity to put ourselves in the other person ‘s shoes. Listening with empathy
involves some genuine tact along with other good listening habits.
You might have to combine listening intensively and listening for feelings in some
situations. Performance appraisal interviews, disciplinary conferences, and other
sensitive discussions between supervisors and employees require listening
intensively for accurate understanding of the message and listening empathetically
for feelings, preconceived points of view, and background.
6.5.3. Bad Listening Habits
Most of us have developed bad listening habits in one or more of the following
areas:
Faking attention. Have you ever been introduced to someone only to realize 30
seconds later that you missed the name? We can look directly at a person, nod,
smile, and pretend to be listening.
Allowing disruptions. We welcome disruptions of almost any sort when we are
engaged in somewhat difficult listening. The next time someone enters your
classroom or meeting room, notice how almost everyone in the room turns away
from the speaker and the topic to observe the latecomer.

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Over listening. When we attempt to record many details in writing or in memory
we can over listen and miss the speaker ‘s major points.
Stereotyping. We make spontaneous judgments about others based on their
appearances, mannerisms, dress, speech delivery, etc. If a speaker doesn ‘t meet
our standards in these areas, we simply turn off our listening and assume the
speaker can ‘t have much to say.
Dismissing subjects as uninteresting. People tend to use disinterest as a rationale
for not listening. Unfortunately, the decision is usually made before the topic is
ever introduced.
A good way to lose an instructor ‘s respect when you have to miss class is to
ask, ―Are we going to do anything important in class today?
Failing to observe nonverbal aids. To listen effectively, you must observe the
speaker. Facial expressions and body motions always accompany speech and
contribute much to messages. Many bad listening habits develop simply because
the speed of spoken messages is far slower than our ability to receive and process
them. Normal speaking speeds are between 100 and 150 words a minute. The
human ear can actually distinguish words in speech in excess of 500 words a
minute and many people read at speeds well beyond 500 words a minute. Finally,
our minds process thoughts at thousands of words a minute.
Because individuals can‘t speak fast enough to challenge our ability to listen,
listeners have a responsibility to make spoken communication effective. Good
listening typically requires considerable mental and emotional effort.
6.5.4. Listening Process
Stage I: At this stage, the listener simply paid attention to the speaker to hear the
message. If
you can repeat the speaker ‘s words, you have heard the message.

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 Stage II: This depends on the listener ‘s vocabulary, knowledge, experience and
so on. If the listener fails to interpret the words correctly the message is
misunderstood.
Stage III. At this stage the listener decides what to do with the received
information. When you are listening to a marketing talk, you may choose to
believe or not to believe what you hear. The judgments you make at this stage of
evaluation are crucial to the listening process.
Stage IV. The listener‘s response to the message may be in words or in body
language. The response lets the speaker know whether the listener has got the
message and what his/her reaction is.

HEARING

INTREPRETATION

EVALUATION

RESPONSE

Fig: The listening process

6.5.5. Advantages of Listening

Listening helps to know the organization.

Listening helps to make better policies.
Listening mollify the complaining employees.
Listening is important for the success of the open-door policy.
Listening helps to spot sensitive areas before they become explosive.
6.5.6. Guidelines for Effective Listening

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Eye contact: When one of the audiences does not look at the speaker, it means, he
is not interested in listening. A listener must exhibit a behavior of making eye
contact. It encourages the speaker.
Bodily exhibitions: A listener must show himself that he is interested in listening.
Nonverbal signs can be used to exhibit affirmative head nods and appropriate
facial expressions, eye contact etc., convey certain things to the speaker.
Avoid distracting actions or gestures: Looking at one ‘s own watch, shuffle papers,
playing with pencil, reading newspaper or letters and other distracting activities
should not be practiced.
Ask question: An effective listener always asks questions, clarifies doubts, seeks
explanation and ensure clear understanding. This makes the speaker realize that he
is really listening.
Put the speaker at ease: By your attitude, help the speaker become relaxed and
aware of willing listener. Be not only seen to listen, but felt to listen.
Avoid premature arguments: Don ‘t interrupt to question or argue about facts,
‗That is not so……. ‘, ‗prove it…. ‘Good listener interprets the speaker after
completing his speech.
Listen patiently: The speaker is entitled to be heard, even if you feel his approach
is wrong.
No personal bias: It is always desirable to drop personal biases and attitudes about
a speaker and his views. This one is the wrong habit and sometime for this reason
speaker feels uneasy.
Observe non-verbal cues: Search out the main points. Observe the non-verbal cues
like tone pitch, physical gesture etc., which too convey meaning to the message. A
listener may note them down as these will help in revealing if the speaker appears
to be sincere in his views.

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Avoid fake attention: Many listeners develop the habit of faking attention. They
steadfastly fix their eyes on the speaker and try to project themselves as good
listeners.
They usually miss out many important points made by the speaker.
6.6. Interviews
The word ‗interview ‘means ‗view between ‘or ‗sight between ‘. It suggests a
meeting between two persons for the purpose of getting a view of each other, or
for knowing each other or we can say that it is the interaction between interviewer
and interviewee. An interview is a means of two-way communication.
6.6.1. Types of Interviews
Promotion interview: Persons due for promotion are interviewed even if there is
no competition. This type of interview is more informal and serves as induction for
new responsibilities and duties. And if there, is competition for promotion, the
interview helps in the selection process and may also serve as an opportunity for a
discussion of career opportunities for candidate.
Appraisal or Assessment interview: An appraisal interview is one of the methods
of periodical assessment of employees. Annual appraisal interview is the best
method for judging employees’ performance. A face-to-face confidential talk is an
opportunity for both they discuss on several issues which are related to job. This
interview is more a discussion rather than question-answer. The focus is on the
career development, shortcomings, areas which need improvement, training,
opportunities for promotion etc.
Exit interview: An exit interview is given to an employee who has resigned or
leaving the organization. The organization can—
Find out the precise reason for the employee decision to leave.

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Give information about PF, group insurance and how and when ‘s the dues will be
paid.
Get feedback on employee ‘s opinion about the organization ‘s policies.
Give the final pay check or information about when it will be ready and how it
will be handed over.
Check that all books, manuals, tools, equipment which were issued to the
employee have been returned as same.
Problem interview: Problem interview basically meant for those employees who
create problem. An employee whose performance or behavior is unsatisfactory in
spite of warning represents a problem. An interview is more likely to suggest a
solution than warnings and notices. The reason for the employee ‘s poor
performance can be found out in a face-to-face talk, it may be domestic problems,
health problem, lack of training or dissatisfaction with job, environment problem,
hierarchy problem etc. Many organizations have facilities for counseling staff, the
employee may be offered a session with the counselor.
Stress interview: A stress interview puts the candidates into difficult situations in
order to test her/his reaction to stress. This method is used for selection for
positions in which qualities such as courage, tact, cool temper, and self-command,
on candidates which is needed when confronted by other individual or groups.
Selection interview: The most important objective of the selection interviews is to
measure the suitability of the candidates for specific jobs. Employment interviews
are usually taken by a panel of interviewer. An interview may take time from 10
minutes to 45 minutes or even longer. Interviewers spend more time on good
candidates. They have to gather enough information about the candidates to be
able to assess their suitability to join the organization. The candidates too must

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find out about the organization, its employee policies and culture, what it expects
the recruits to do and what opportunities for career development it offers.
6.6.2. Types of Employment Interviews
Job applicants generally face two kinds of interviews: screening interviews and
hiring/ placement interviews. You must succeed in the first to proceed to the
second. Once you make it to the hiring/placement interview, you will find a variety
of interview styles, including one-on-one, panel, group, sequential, and stress
interviews. You will be better prepared if you know what to expect in these types
of interviews.
I. Screening Interviews
Screening interviews do just that—they screen candidates to eliminate those who
fail to meet minimum requirements. Companies use screening interviews to save
time and money by weeding out lesser-qualified candidates before scheduling
face-to-face interviews. Although some screening interviews are conducted during
job fairs or on college campuses, most take place on the telephone. Some
companies computerize their screening interviews. For example,
Lowe ‘s Home Improvement has applicants access a Web site where they answer a
series of ethics-related questions, and Wal-Mart uses a multiple-choice
questionnaire, which applicants answer by pushing buttons on a phone keypad, to
screen cashiers, stockers, and customer service representatives. Increasingly,
employers use videoconferencing to interview candidates. This allows multiple
hiring managers in distant locations to participate in the interview. Workplace
experts predict that in the future job seekers will need video capability on their
computers for interviewing.
During a screening interview you will likely be asked to provide details about the
education and experience listed on your résumé, so you must be prepared to sell

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your qualifications. Remember that the person conducting the screening interview
is trying to determine whether you should move on to the next step in the
interview process.
A screening interview may be as short as five minutes. Even though it may be
short, don‘t treat it casually. If you don‘t perform well during the screening
interview, it may be your last interview with that organization. You can use the tips
that follow in this chapter to succeed during the screening process.
II. Hiring/Placement Interviews
The most promising candidates selected from screening interviews will be invited
to hiring/placement interviews. Hiring managers want to learn whether candidates
are motivated, qualified, and a good fit for the position. Their goal is to learn how
the candidate would fit into their organization. Conducted in depth,
hiring/placement interviews may take many forms. Hiring interview types include
one-on-one, panel, group, sequential, and stress.
One-on-One Interviews. In one-on-one interviews, which are the most common
type, you can expect to sit down with a company representative and talk about the
job and your qualifications. If the representative is the hiring manager, questions
will be specific and job related. If the representative is from human resources, the
questions will probably be more general.
Panel Interviews. Panel interviews are typically conducted by people who will be
your supervisors and colleagues. Usually seated around a table, interviewers may
take turns asking questions. Panel interviews are advantageous because they save
time and show
you how the staff works together. For these interviews, you can prepare basic
biographical information about each panel member. In answering questions, keep
eye contact with the questioner as well as with the other team members. Try to

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take notes during the interview so that you can remember each person‘s questions
and what was important to that individual.
Group Interviews. Group interviews occur when a company interviews several
candidates for the same position at the same time. Some employers use this
technique to measure leadership skills and communication styles. During a group
interview, stays focused on the interviewer, and treat the other candidates with
respect.
Sequential Interviews. Sequential interviews allow a candidate to meet
individually with two or more interviewers over the course of several hours or
days. For example, job candidates seeking tenure-track academic positions
undergo sequential interviewing. You must listen carefully and respond positively
to all interviewers. Sell your qualifications to each one; don‘t assume that any
interviewer knows what was said in a previous interview. Keep your responses
fresh, even when repeating yourself many times over.
Stress Interviews. Stress interviews are meant to test your reactions during nerve
wracking situations. You may be forced to wait a long time before being greeted
by the interviewer, you may be given a test with an impossible time limit, or you
may be treated rudely by one or more of the interviewers. Another stress interview
technique is to have interviewers ask questions at a rapid rate. If asked rapid-fire
questions from many directions, take the time to slow things down. For example,
you might say, I would be happy to answer your question, Ms. X, but first I must
finish responding to Mr. Z. If greeted with silence, another stress technique, you
might say, would you like me to begin the interview? Let me tell you about
myself. Or ask a question such as Can you give me more information about the
position? The best way to handle stress questions is to remain calm and give
thoughtful answers. However, you might also reconsider whether you would want

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to work for this kind of organization. No matter what interview structure you
encounter, you will feel more comfortable and better prepared if you know what to
do before, during, and after the interview.
6.6.3. Interviewer Preparation
Preparation for the interview has to be made well in advance. The received
application is sorted and scrutinized and qualified candidates are selected for
interviewing.
A panel of interviewers is selected on the basis of requirements of the job and the
assessment which has to be made at interview.
A date for the interview is fixed, and the interviewers as well as his selected
candidates are sent letters informing them of the date, time and place of the
interview.
On the day of the interview, the room in which the interview is to be conducted is
suitably arranged. Another room near the interview room is also arranged for the
candidates to be seating while waiting to be interviewed.
A senior office staff and a peon attend to the needs of the waiting candidates. Each
panel member has to examine the bio-data of candidates and prepare questions
based on the bio-data for each candidate.
Develop rapport to encourage the candidate to be involved. A candidate is more
willing to speak openly if the interview show respect and understanding of his/her
needs.
At the time of interview, the interviewer must consider the following points:
A relaxed atmosphere can be created by interviewer having a brief conversation
unrelated to the interview and by using the candidate ‘s name.
Friendly responses to what the candidate says make the candidate comfortable and
encourage him to speak.

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A candidate must never be humiliated even if it is obvious that he is unsuitable.
If the interviewer conducted a stress interview than after the interview candidate
should be told that it was stress interviewing and that he need not feel anxious
about it.
Leave taking must be pleasant and sociable, with response to the candidate ‘s
wishing.
6.6.4. Candidate’s Preparation
Once you have sent out at least one résumé or filled out at least one job
application, you must consider yourself an active job seeker. Being active in the
job market means, you must be prepared to be contacted by potential employers.
As discussed earlier, employers use screening interviews to narrow the list of
candidates. If you do well in the screening interview, you will be invited to an in-
person meeting.
Here are tips for sounding professional and acting appropriately from the
beginning and for preparing for a job interview once it has been scheduled.
In interview not only information and knowledge of the candidate assessed but the
whole personality is assessed. The candidate must be physically, mentally and
psychologically prepared for the interview.
A. Physical Preparation
The candidate is likely to be properly groomed and formally dressed. Clean and
well-cut nails, properly combed hair, well-fitting clothes, neat footwear and a
suitable handbag or brief case are the normal requirements of formal appearance.
Posture. The way a candidate carries him while standing, walking, sitting reveals a
good deal about him. Self-confidence, nervousness or over-confidence, are all
reflected in the posture and bearing of the candidate. Note your body movements,
and take care to stop any bad habitual movements.

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Good etiquette is necessary for interview. The candidate must know what the
suitable greetings are for the day on a particular time.
Do not offer to shake hands unless it is offered by an interviewer.
Do not sit until you are asked to sit down. If you are not asked to sit then take
permission from interviewer to sit.
Take care, while handling the chair. It should not be dragged noisily. Sit
comfortably and with good posture.
If you have large briefcase, put it down on the floor near the chair. If you have
small one then keeps it on your lap. Be comfortable and well practiced in handling
your bag.
Do not put elbows or hand on the table. Practice keeping hands comfortably when
you are not using them.
Maintain comfortable posture throughout the interview.
At the end of the interview, remember to thank the interviewers and wish them
good day.
B. Mental Preparation
It is advisable to new job-seekers, that they revise concern subjects. Knowledge in
the field of specialization must be up-to-date, take a look at your bio-data and be
prepared to give more information about your interest.
Important current issues in the country and in the world will be asked at the time
of interview. Regular reading of newspapers, listening to TV news and discussion
on current issues are suggested.
Information about the company where you go for interview, its owners/boards of
directors, its product or services, its turnover, share capitals, market value etc. are
available in the company‘s annual report or it is also available at the internet. The

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candidate must find out such information as possible about the company whose
employment he seeks.
C. Psychological Preparation
Honesty and openness in answering questions is the best policy. Dishonesty
generally makes a bad impression in the mind of the interviewers. It is better to
admit inability to answer a question than to pretend and guess answer.
Inability to discuss a topic makes a bad impression. If there is any topic that seems
too embarrassing to talk about, it is useful to read up information on it and talk
about it objectively to a few friends for practice.
Salary is a topic that must be discussed at the time of interview. It is important to
talk about the compensation package without appearing to be bargaining, or being
driven or defeated.
A candidate must have the clarity of purpose and determination to want to know
her/his prospects in the organization. Information about the nature of duties,
working time, deduction, future prospects, other benefits and any of the desired
information must be received before leaving.
6.6.5. Self-Evaluation
Anyone who wants to be successful in life must make a good self-evaluation.
Knowledge of one ‘s strengths and weaknesses is very useful in gaining self-
confidence.
It takes time and should be done carefully and patiently by candidates.
Parents and close friends can help in pointing out faults or limitation and in
correcting them and also in finding out strong points and strengthening them.
Coming to terms with one self, knowing how to deal with one‘s faults and how to
make good use of one‘s talents and skills is excellent preparation for an interview.
It adds a great deal of self-confidence and poise to the personality.

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6.6.6. Interview Do’s and Don’ts
With the requirements of the position in mind, the interviewer will search for your
strong and weak points and evaluate your intellect and the abilities that you have
developed as a result of your education and past experience. They will also be
interested in personal characteristics such as your motivation and the way you
present yourself.
THE “DO‟S”
DO follow the interviewer ‘s leads and prompts, reading whether your answer is
going to be too long or if further information is required to explain on a point
made.
DO make sure that you highlight your strengths to the interviewer in a factual,
sincere manner. Provide specific examples of your abilities that demonstrate
positive outcomes or achievements.
DO realize that the interviewer will ask you questions about your skills that relate
to the selection criteria or the requirements of the position. If the position requires
technical or special knowledge, you can expect to be asked a question that
involves applying theory to solve a problem.
DO make sure you leave the impression that you are more interested in the
activities involved in the job than the promotional opportunities or benefits that the
organization may offer.
DO always indicate your interest in the job for which you ‘re being interviewed.
Never close the door on an opportunity. It is better to be offered the position so
you can consider it in relation to other jobs for which you are applying than to not
have a choice.
DO ask questions when given the opportunity.

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DO take advantage of the opportunity to add anything else in your favor if asked.
THE “DON‟TS”
DON‟T answer questions with a simple ―yes‖ or ―no‖. Give good responses and
explain your se lf whenever possible by referring to relevant examples from your
experiences.
DON‟T respond in a general, vague, or hesitant manner. Keep in mind that you
alone can sell yourself to an interviewer. Project a sense of purpose and direction.
DON‟T ‗over answer ‘questions. The interviewer may steer the conversation into
politics or economics. It is best to answer the questions honestly, and say no more
than is necessary.
DON‟T ever make derogatory remarks about your present or former employers.
DON‟T enquire about salary, holidays, bonuses or retirement at the initial
interview. However, you should know your market value and be prepared to
specify your required salary range if asked.
DON‟T lie. Answer questions truthfully, frankly and as close ‗to the point‘ as
possible.
DON‟T focus on negatives: emphasis positive outcomes and learning experiences.
Negative factors frequently assessed during an interview that most often lead to
rejection include:
Lack of responsibility taken for actions.
Lack of interest and enthusiasm.
Lack of preparation, failure to obtain information about the job and organization.
Inability to express thoughts clearly, poor diction or grammar, and lack of poise.
Lack of career planning, purpose or goals.
Lack of tact, maturity, courtesy or professionalism.
Evasive – making excuses for poor academic record or other unfavorable factors.

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Overbearing, aggressive, arrogant or conceited.
Over-emphasis on money – interested only in remuneration.
Persistent attitude of ―What can you do for me?
Failure to ask pertinent questions about the job or the organization.
Make sure these negative factors do not apply to you on your interview. And try to
overcome these factors so you should better present yourself in the interview.
After the Interview
After leaving the interview, immediately make notes of what was said in case you
are called back for a second interview. Write down key points that were discussed,
the names of people you spoke with, and other details of the interview. Ask
yourself what went really well and what could have been improved. Note your
strengths and weaknesses during the interview so that you can work to improve in
future interviews. Next, write down your follow-up plans. To whom should you
send thank-you letters? Will you contact the employer by phone? If so, when?
Then be sure to follow up on those plans, beginning with writing a thank-you letter
and contacting your references.
Thanking Your Interviewer
After a job interview you should always send a thank-you letter, also called a
follow up letter. This courtesy sets you apart from other applicants, most of whom
will not bother. Your letter also reminds the interviewer of your visit as well as
suggesting your good manners and genuine enthusiasm for the job.
Follow-up letters are most effective if sent immediately after the interview.
Experts believe that a thoughtful follow-up note carries as much weight as the
cover letter does. Almost nine out of ten senior executives admit that in their
evaluation of a job candidate they are swayed by a written thank you. In your
thank-you letter refer to the date of the interview, the exact job title for which you

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were interviewed and specific topics discussed. ―An effective thankyou letter
should hit every one of the employers ‘s hot buttons, author and career consultant
Wendy Enelow says. Don ‘t get carried away after a successful interview and send
an ill-conceived than you e-mail that reads like a text message or sounds too
chummy. Smart interviewees don‘t ruin their chances by communicating with
recruiters in hasty, poorly thought out text speak from their mobile devices.
In addition to being respectful when following up after an interview, avoid worn-
out phrases, such as Thank you for taking the time to interview me. Be careful,
too, about overusing I, especially to begin sentences. Most important, show that
you really want the job and that you are qualified for it.
If you have been interviewed by more than one person, send a separate letter to
each interviewer. It is also a good idea to send a thank-you letter to the receptionist
and to the person who set up the interview. You thank-you letter will probably
make more of an impact if prepared in proper business format and sent by regular
mail. However, if you know the decision will be made quickly, send your follow-
up message by e-mail. One job candidate now makes a follow-up email a practice.
She summarizes what was discussed during the face-to-face interview and adds
information that she had not thought to mention during the interview.
6.7. Meetings

Activity: what is meeting? What are the objectives of meeting? What makes
different from others oral communication? And what are the types of meeting?

6.7.1. Meaning of meeting

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A meeting is get-together of a group of persons to discuss ways and means to deal
with a specific time bound task assigned. The members of the group share
common experience, common concern and common interest.
According to W.H. Newman, ‗A committee of a group of people specially
designated to perform some administrative acts. It functions only as a group and
requires the free interchange of ideas among its members.‘
Hicks and Gullet define the term, ‗A committee is a group of people who meet by
plan to discuss or make a decision for a particular subject. Because committee
meets by plan, we do not include group that occur spontaneously or informally in
the definition of a committee.‘
A meeting is formally arranged gathering for the purpose of discussing an issue
concerning a large number of persons.
Meetings are the most popular method of interactive communication. It facilitates
direct, face-to-face communication and essential at various levels in all
organization. They serve as channels of oral communication among the members
of the meeting. However, they are supported by written communication like
notices to bring people together, agenda to structure the meeting, minutes to record
the proceedings and report to pass information to the higher authorities. 6.7.2.
Objectives of Meeting

Activity: Do you have an experience of meeting? What was the objective of the
meeting?

A meeting may have any of the following objectives:

To inform and explain the information to the members.
To understand the situation.

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To get feedback from the members.
To exchange ideas and experience among the members.
To persuade members to accept changes.
To resolve conflicts and confusions.
To take decisions of matters affecting the group or the organization.
To generate a positive attitude among the participants.
6.7.3. Types of Meeting ❖On the basis of function:
For giving information: This type of meetings is conducted for sharing information
and gathering views and opinions of the participants or members on that
information.
For consultation: The consultative meetings are held to consult the members for
their views and opinions to reach an effective decision.
For execution of ideas: This type of meetings is held to gather new ideas or
suggestions for the execution of a task. When the cooperation of the members is
required for the effective dealing with a task such meetings are held.
❖ On the basis of their formality:
Structured meeting: Like parliament, state assemblies, company shareholder‘s
meetings, management-union negotiations, and university senate, councils and
executives bodies.
Semi-structured meeting: Like committees, managing councils and general bodies
of voluntary organizations, briefing sessions, advisory bodies and management
meetings.
Unstructured meeting: Like group discussions, ad hoc meetings of task groups and
brainstorming sessions.
6.7.4. Procedure of Convening a Meeting
1. Notice
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The word ‗notice is derived from the Latin word meaning knowledge. The term
in relation to a meeting signifies the bringing of knowledge of the meeting to the
person concerned. A meeting is to be properly held only when notice of meeting is
served to the concerned persons. The notice informs the members as to the date,
time and place of the meeting, the issue to be discussed in the meeting and if
possible, respective contribution expected from different participants of the
meeting.
2. Agenda
An agenda is a list of topics covered in a meeting. A well-prepared agenda will
assist Chairperson in directing the business of the meeting and ensuring that
decisions are reached in an efficient manner.
A copy of the agenda must be sent to the members along with the agenda of the
meeting. All the items included in the agenda must be serially arranged. If any
change is to be done in the order, the approval of the members is needed.
Preparing agenda is very useful practice:
If it is circulated in advance, it helps the members to come prepared for the
meeting.
Since agenda has a set order, it helps the chairperson to conduct the meeting
smoothly.
It ensures that only matters relevant to that particular meeting are discussed.
It ensures that every point is properly taken up for discussion.
It facilitates the preparation of the minutes.
The following points should be kept in the mind while drafting the agenda:
It should be clear and explicit.
It should be in a summary form.
The routine items should be put first and the other matters later.

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 All the matters of similar or allied character should be placed near each other on
the agenda.
All the items included in the agenda must be within the scope of the meeting.
All the items included in agenda must be written the scope of the notice calling the
meeting.

ABC Motors India Ltd.

Lucknow
Notice is hereby given to all the members that the next quarterly meeting of the
Board of Directors will be held on Tuesday, 12th August, 2008 at 11:30a.m. in
the Board room.
Agenda 1. Conformation of Minutes of the last meeting.
Matters arising from the minutes.
Financial irregularities in Naya Nagar branch.
To appoint a committee for employees ‘welfare.
Any other matter with the permission of the chair.
Date of next meeting.
Secretary
3. Minutes of Meeting
During the course of meeting, the items or topics listed in the agenda are discussed
serially one by one.
All the participants express their views/opinions and discuss amongst themselves
the pros and cons of each item of agenda.
Finally, they arrive at some conclusions or decisions, which are always kept on
official records. We call them as minutes of a meeting.
Thus minutes are the official records of the proceedings of the meeting. In other
words, these are the brief of discussions held and decisions taken at the meeting. It
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is the duty of an authorized person to retain all such discussions, deliberations and
decisions in writing specifically.
The purpose of writing minutes is:
To serve as the formal record of discussion.
To serve as a background for future discussions.
The minutes of a meeting must contain:
Date and the number of meetings.
A list of names of those who attended the meeting.
A list of those who did not attend and from whom apologies were received.
The record of conformation of the previous minutes and any amendments agreed
to by the committee.
The essential, relevant background to the topic under discussions.
A clear and unambiguous record of the decision reached/resolution, and if
appropriate, of those individuals/bodies responsible for taking subsequent action.
Where discussion of a specific case leads to a policy issue, it is important that a
separate minute be written on the policy issue.
Types of Minutes
A. Minutes of resolutions: In this type of minutes, only the resolutions passed at a
meeting are recorded and no reference is made to any discussion preceding the
resolutions.
Decisions, which are within the power of the committee, are introduced by the
words...............„it was resolved that............‟

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