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CLASS NOTES

BUSINESS COMMUNICATION

SEMESTER – II : THEORY

Module- 1: The Elements of Business Communication

Participants:

General communication mostly takes place between individuals, but professional communication at least one of the participants represents an organization. This makes an importance difference.

As it was mentioned in the introduction, people behave differently when they are in groups as compared to the manner in which they behave as individuals. An organization is more than just a conglomeration of separate individuals; it is an organism a living thing. Just as the human body depends on the harmonious functioning of various internal organs, organizations depend on the harmonious functioning of many groups and individuals, who are held together by communication networks. Communication is the life blood of business organizations.

Every organization- business or otherwise – usually has a hierarchical or pyramidal structure, with different levels of power and authority. Usually, a few people at the top(the apex of the pyramid) control a much larger number of people at the base of the pyramid, but control is not exercised directly; there are several intervening or mediating levels. As one comes down the pyramid, the amount of power and control is progressively reduced.

At each level, there are usually some peer groups or individuals, equal to each other in power and authority, but subordinate to and controlled by persons at higher levels.

Purpose :

Purpose has a powerful influenence on the form as well as content of communication. In general communication,purposes are relatively simple and direct, being related to the needs of individuals; but business communication has to serve a large variety of purposes, which may reflect the needs of an organization as well as those of groups and individuals within it.

All business organizations have three main purposes or goals:

i. Earning profitsii. Creating a positive and exclusive brand image, andiii. Staying ahead of the competition

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However, in trying to achive these three goals, business organizations may develop hundreds of sub-goals, each of which may involve communication of a different kind.

Audience:

Business communication, unlike general communication, has to be sharply focused on specific audiences. For example, entrepreneurs have to communicate with investors as well as government authorities; managers with workers; manufacturers with suppliers and customers etc.Each set of Receivers with whom an organization has to communicate may have different perceptions of a situation and may be used to different styles of communication. For example, people working for the government may be used to a very formal and official style of communication. Audience awereness becomes far more important, therefore, in business communication than in general communication.

Code:

As business in the modern world is globalized, business organization have to deal with large numbers of people who lives in different countries and speak different languages. Generally, a Receiver prefers communication in his/her own language rather than in a foreign language. This means that each organization should have the capability to communicate with people in many different languages as well as dialects.This is seldom the case in general communication.

The choice of appropriate register is also important. For example, if an engineer in one organization is communicating with another engineer in a different organization, it may become necessary to use a technical register, containing many technical terms. But if the engineer is explaining a new product to a lay person, who has little technical knowledge, he/she must be careful to avoid jargon. An effective communicator should have the ability to switch from one register to another.

Channel:

One of the main differences between general and professional communication is that the former is usually sporadic, while professional communication must be a sustained activity. An individual may occassionally go into phase of non-communacation, but this would be inconceivable for a business organization. General communication does not follow any long- term plan, but business communication must be carefully planned. General communication is normally carried out with the help of only a few channels of

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communication(such as face-to-face conveersations, telephone calls or letters), while professional communication makes use of a very wide range of channels.

Professional communication falls into the folowing categories, which are mainly on the kind of channel that is used.

1. Communication through vertical and horizontal channels:

The patterns of professional communication depend very much on the structure of organizations. In the past, most business organizations had a fairly rigid ‘top down’ structure. Decisions were taken by a few people at the top and communicated to those at lower levels. Organizations preferred strong leaders who could take clear and firm decisions and ensure that these decisions were obeyed by the people working under them.

Communications that begins at a higher level and is addressed to people at lower levels is described as vertical and downword. Traditionally, it took the form of orders and instructions which had to be carried out by the people at lower levels.

But management styles are changing. Today, people at ahigher levels realize that a sense of involvement and participation must be created among those at the lower levels. The members of an organization should feel that they belong to a family and share a common cause.

Downword communication therefore takes a variety of forms now. There is greater sharing of information: decision-makers may, for example, explain to subordinates the reason for a decision.

A common form of downword communication is the welcome extended, in speech or writing, by senior executives in a company to a new recruits.

Upward Communication

Communication which begins at a lower level and is adressed to someone at a higher level is described as upward (as well as vertical ) communication.

Downward communication is usually accompanied by some upward communication, since those who give orders must know whether their orders have been understood and are being obeyed. Feedback is necessary.

Upward communication frequently takes the form of reports, which inform people at the higher levels of the progress that is being made in carring out their orders. Sometimes, the people at lower levels run into problems and difficulties which they are unable to solve without the help of people at higher levels. Upward communication can take the form of direct or indirect appeals or requests for help.

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In the more democratic style of functioning which business organizations favour now, people at lower levels are often invited to offer suggesitions for the cncsideration of those at upper levels, as well as comments on and reactions to decisions taken at higher levels. In addition, most business organizations offer their employees opportunities to make their grievances and complaints known to people at higher levels, so that corrective action can be taken.

Horizontal (Lateral) Communication:

Communication which takes place between ‘peers’ (equals) who are at the same level in an organization is described as horizontal or lateral communication.

In a rigid top-down organizational structure, where people at lower levels are expected to look up to those at higher levels for guidance, there may not be much horizontal communication. When people need to communicate with others at the same level, they often have to go through proper channels, as in the bureaucratic system which prevails in our country. However, in modern business organizations, more value is attached to ‘team work’ among peers than to strong leadership from the top. There is, therefore, much more communication between people at the same level.

Diagonal Communication:

As we explained earlier, modern business organizations depend greatly on the free flow and exchange of information at all levels. Ther is therefore a ‘mixture’ of vertical as well as horizontal communication, which is reffered to as diagonal communication.

2. Communication through internal and external channels:

Professional communication can be either internal or external. Internal communication takes place between individuals or groups working for the same organization. For example, instructions given by a senior to a ‘junior’ or a subordinate, or a report on the progress of a project sent by a junior to a senior.

External communication takes place between a member of one organization and a member of a different organization, or between a member of an organization and someone who is a ‘free agent’. For example, a senior manager working for a company may write to his/her counter part in a different company, asking for some information; or the manager may write to a person who has applied for a job in the company, calling him/her for an interview. Other examples are advertisements of new products, brochures or pamphlets, operationg manuals which tell people how to use a product.

External communication, like internal communication, may be vertical, horizontal, or dialogonal, although it is more likely to be horizontal than vertical. The Managing

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Director of a company, for example, will expect to communicate with his/her counter part in another company and not with a manager at a lower level.

3. Communication through formal and informal channels:

All business oeganization develops formal as well as informal channels of communication, which may be either internal or external. A ‘formal’ channel is one which has been planned and set up by an organization to facilitate communication and is regularly used. For example, many companies hold weekly or monthly meetings where senior management staff meet juniors and subordinates to pass on information of different kinds as well as answer questions. They may also meet workers regularly but less frequently. In many companies, weekly or monthly newsletters are produced and distributed among all employees to provide information about on going or future events.There may also be bulletin boards on which notices are put up for the information of emploees. These are examples of formal, internal channels of communication, which became part of company’s regular functioning.

Ther are also formal, informal channels of commnication. For example, representatives of pharmaceutical companies are expected to visit medical practitioners regularly and inform them (orally as well as through printed literature etc.) of new products.

An informal channel of communication is one that develops of itself, without planning, in situations which people meet and interact. An example of an informal and internal channel of communication would be the casual conversation that takes place among emploees of company in the canteen at lunch time, where different kinds of information may be exchanged. Traditionally, separate canteens were provided for managers and workers, but in many companies managers and workers now eat in the same canteen and are encouraged to interact with each other. Communication in such situation can be upward or horizontal.

Informal channels of communication existing within organizations are sometimes referred to as the grapevine. Most organizations are aware of the existence of these channels and use them to their advantage, since informal communication tends to be more relaxed and natural than formal communication. However, in some cases, the organization may have no influence or control over the kind of communication that takes place through the grapevine.

There can also be informal and external channels of communication. For example, a chance encounter between a company executive and a client on train, resulting in an exchange of information. Again, organizations are aware of the value of such informal communication and encourage it. Company executives, for example, are encouraged to become members of clubs and other social institutions, where they can communicate informally with clients and customers.

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Cross-culture Communication:

Business organizations are increasingly required to become multicultural as well as multilingual and multinational. Large business organizations with their headquarters in Europe, America or Japan have been operating in foreign countries for many years; they are now being challenged by Indian-owned ‘multinationals’ such as Tata group or infosys.

All kinds of professional communication, internal as well as external, have to be sensitive to cultural differences. For example, an Indian software engineer working for IBM in Dubai, needs to be aware of the differences between Indian culture, American culture and Arab or Islamic culture. Inspite of the fact that there has been some globanization of different cultures, important differences still remain, which influence the ways in which people think, behave and speak.

One of the most troublesome barriers to cross-cultural communication is ‘ethno-centricity’ – the tendency to think one’s own culture is superior to others and is, in fact, the only culture that matters. Communication is obstructed by the streotypes which exist in nearly all cultures about other cultures.( A ‘streotype’ is an idea or belief, usually negative, which is commonly held by the members of one group of people about people belonging to a different group. For example, in our own country, people from the north often have- or had- certain streotypes about people from the south. Not long, all South Indians were reffered to, in the north, as “Madrasis’, regardless of the state from which they came. It was commonly believed thet all ‘Madrasis’ tended to behave in the same way- for example, that they were hard-working but, at th same time, rather narrow minded and incapable of enjoying the good things of life, such as good food. By contrast, people from the north tended to see themselves as fun-loving, brod-minded and generous. Most cultural streotypes are, of course, incorrect and without any rational bias- but they are difficult to get rid of. Luckily, they seem to be disappearing as people become better acquainted with other cultures.)

Professionals who are being trained to work abroad are often given crash in cross-cultural interaction and communication. However, it must be realized that culture exists at many levels. External forms of behaviour, speech etc, are only the ‘tip of the iceberg’. The deeper, often invisible layers of culture may not be accessible to outsiders. One cannot become an American by learning a few things about Aamerican food habits or American slang; even someone who has spent a lifetime in a country may remain a foreighner for ever. What is important is to be open to the culture with which you are dealing, to be sensitive and observant.

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Use of bias-free communication:

Te use of language often reflects different kinds of prejudice or bias existing in the minds of some people, which are not acceptable in a modern society where most people have become aware of their rights.

In the past, societies were male-dominated in varying degrees. A language such as English reflects male dominance in different ways. For example, a person who presided over a meeting was referred to as the ‘chairman’, even if the person happened to be a woman. This was a reminder of a social order in which all important roles were assigned to males and woman were expected to perform only supporting roles within the home or family. That, however, is no longer the case. Women are performing leadership roles in many spheres of activity.

English also has various words which reflect racial or ethnic bias. Americans of African origin were referred to as ‘Negros’ or ‘Niggers’; Native Americans were called ‘Red Indians’. At one time, Indians were referred to by the British as ‘wogs’ or ‘babus’. Males of Chinese origin were called ‘Chinamen’; Japanese were called ‘japs’, and so on. Luckily, these biased terms are fallingout of use.

In India, many terms denoting caste or class prejudice are still in wide use- for example ‘low cast’, ‘scheduled caste’, ‘backword caste’ etc. Similarly, people belonging to the aboriginal tribes are referred to as ‘scheduled tribes’, ‘tribes’, ‘adivasis’ etc. Unfortunately, no bias-free forms have been developed in India to replace these biased forms.

Words which refer to physical disabilities, such as ‘blind’,’deaf and dumb’,’mentally retarded’ are also avoided now.

Users of English language are advised to avoid all forms of language which reflect gender, racial or class bias.

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MODULE – II

Reading and Writing

Importance of developing reading skills:

For thousand of years knowledge that a society possesses and values have been stored in books. It is from books this knowledge is retrieved through reading.

If knowledge is power, reading provides the key to knowledge. Contemporary culture seems to be an ‘oral culture’, but reading and writing

continue to be important today. Professional world needs to develop the skills of efficient reading along with the

other language skills( listening, speaking and writing). Of all other language skills, that of Reading is perhaps the easiest to acquire, but

it is taught rather badly in schools. Most students remain poor readers even after years of instruction.

Principles of efficient reading; Process of reading is not oneway. Not like a sponge soaking up water. Reading is not information passing only from the text to the reader.

Reading is a process of interaction reader and the text. As they read, readers make mental prediction about what they expect to find in the text. They are then able to either confirm or reject these predictions as they read on. Reading thus becomes a psychological guessing game.

Role of background knowledge in reading:

Most readers will have at least some background information which can help the to interact fruitfully with the text.

We read for comprehension(understanding), the general impression seems to be that a good reader is necessarily a slow and careful reader. But infact we read at different speeds for different processes. Some books are skipped, some books are to be chewed and digested. “When we read too fast or too slowly, we understand nothing.”(Pascal)

Reading aloud and silent reading:

Reading a text aloud does not necessarily indicate that the student is making an effort to understand the meaning of the text, which is what is important.

Monitoring and correcting a student’s pronunciation while he/she is reading aloud doesnot help much.

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While a student is reading aloud it doesnot indicate that they are making an effort to understand the meaning. If the student is repeatedly inturrupted in order to correct his/her pronunciation it will hamper the process of comprehension. The student while concentrating too much on pronunciation may be paying little attention to the meaning.

Reading should mean ‘reading for meaning’ hence reading must be a silent and private activity.

Subskills of Reading:

Global Comprehension:

The ability to get ‘overall’ meaning from the text. This type of reading is called skimming- Reading through the text quality inorder to identify and pickup the main idea or ideas in the text. While filtering the unnecessary details. A skilled readers goes from the whole to the parts not vice versa.

Understanding the main idea and supporting details:

A god reader usually reads a text more than once, to understand it adequately. The first reading is a general survey of the text. A visitor enterns into a large building(an educational complex). He goes round and moves inside to make amental plan. He makes a mental map which guides him on subsiquent visits. Efficient readers are able to form a plan of the text. Most texts, unless they are badly written, have a central idea, a unity of thought. There may be other idas as well but they are usually introduced in order to provide support for the main idea.

The reader’s mental plan helps him/her to navigate through the text confidently instead of grouping about blindly.

Making prediction and inform guesses:

An unskilled reder plods through a text laboriously trying to get the meaning of every word. The skilled reader, after reading a few sentences of paragraphs or pages is able to a fairly accurate picture of what the author is trying to say, and is able to hop and skip through the text, omitting quite substantial portions of it without missing important information. Most writers have a tendency to repeat themselves inorder to ensure that their readers donot miss the significance of what they are saying Good readers are aware of this and know that portions of the text can be safely omitted. Making reliable predictions about what is likely to be found in the text is an important subskillks of reading.

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Local Comprehension:

After reading through the text quickly to form an over-all impression the reader should focus on the details of the information provided by the writer which will generally be located in diffent parts of the text.

Internal Comprehinsion:

Internal Comprehensuion refers to the reader’s ability to reader between the lines. The reader Has to understand not just what the writer has said but what the writer might have left unsaid. This is done on the basis of elves provided in the text as well as the readers own background knowlenge.

Evalutive Comprehension:

If requires the reader to make a considered judgement on the truth and value of what the writer is trying to say and for he/she has successed in saying it. This is a more sophisticated skill than the two previously refferd to since the reader has to respond to the text more critically to identify, among other things, the writer’s bais, force and accuracy of argument and effectivness of what he/she is going to say.The reader has to understand the writer’s attitude and point of view.

Guessing the meaning of unfamiliar words:

Good reader tackle unknown words in the text by trying to guess to meanings of such words from the context. The flow of reading is inturrupted if the Context. The flow of reading is inturrupted if the reader attempt to look up the meanings of unfalmiler words in a dictionary. The reader should try to guess the meaning using contextual class. However this is possible only when the text doesnot have too many difficult words.

Skimming and Scaning:

Skimming a text means going through it quickly to get an overall idea of the context. The reader while skimming a text is not interested in details or any specific information.

Scamming on the other hand involves searching the text for a specific piece of information in which the reader is interested. In such cases the reader often ‘jumps’ background and forward through the text instead of going through the text in a ‘linear’ fashion from one word to the next.

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Understanding the discourse markers:

Discourse markers are ‘sign posts’ provided by the writer. These are used in a text to indicate sequence of ideas(e.g. words such as ‘firstly’, ‘secondly’, ‘finally’) logical relationships (e.g. ‘therfore’, ‘as a result’ in conclusion etc) and signal the writer’s point of view(e.g. ‘incidentally’, ‘moreover’, ‘as a matter of fact’etc.)

Understanding the writer’s use of discourse markers is an important sub skill of reading.

Understanding the orientation of a text:

The manner in which different ideas are related to each other in a text is referred to as the structure or organization of a text. This is controlled dby the topic, the writer’s purpose and the audience he/she has in mind. When the writer begins to write he/she has to think of best way of ‘opening’ the text what to say next, which points to highlight or emphasis etc. A good reader should be able to trace the organization how a text is organized they are better able to get meaning from a difficult text.

Note Making:

When you are studying you will often want to write notes to help you remember what you have heard or read, you can take notes efficiently by using symbols and abbreviations. This can save you a lot of time.

Abbreviations: esp= especially; p= page; sb= somebody; ch= chapter; etc= and so on; vol= volume; ex= example; use= usually; diffs= differences; sing= singular; approx= approximately; incl= including, inclusive; i.e= that is; e.g= for example;cf= compare/contrast; c= about, approximately; no= number; pp= pages; pop= popular; prog= program; etec= electricity; govt= government; dept= department; probs= problems; environt= environment; mrkt= market; mngr= manager

When we use abbreviation words, remark that you will need to understand your abbreviations when you look at your notes later.

You can omit grammar words and write only content words eg.

It is useful to be able to take notes from lessons and text books quickly and efficiently.

Useful: take notes- lessons, text books quickly, efficiently.

The internate is an enourmous network that covers the world- Internet= enormous network - covers the world.

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The euro was introduced on January 1. 1999- Euro introduced 1.1.99, We pollute water by dumping waste - Pollute water – dumping waste. We are producing too much carbon dioxide which is causing temperature to rise- Producing too much carbon dioxide- tempereture! The government of the United Kingdom- UK Govt.

Energy:

Most of the energy we use to heat and light buildings run machines etc, is made by burning fossil fuels.’These will eventually run out. So we need to use more alternative sources of energy such as wind and solar power, those are renewable and donot pollute the air. We should also avoid wasting energy by using less electrcity and water and water and insulating our houses.

Suggested notes: Energy, Most energy for heat, light, machs etc – fossil fuels. Will runout need altern.srs- eg. Wind, solar power. Renew; not poll. Air(b) don’t waste:- use less elec+w+r- insul houses.

Speaking and Writing

Initialiy all communication between human beings must have been oral or conducted by body-language. Writing was invented only much later.

Muman beings must have been forced to invent written language because of limitations of speech.

Oral communication was possible only when speaker & listner were close to each other. Speech became useless as a channel if they were at a distance from each other.

Oral communication was transient (short lived). Written communication could be carried by couriers to distant places. Writers leaves a permanent record which could be used as evidence when

required-has greater credibility. Low courts insist on written documents. Modern technology has over come the two major limitations of speech, Distance,

no longer a constraint. The constraint of time disappeared because what is spoken today can be listened to years later.

How speech is more effective as a channel than writing:

Convenience and ease:-No tools e.g. pen and paper required for speaking writing involve labour.Spontaneity:- Writing requires planning. Generally spontaneous communication has a more direct and immediate impact than planned communication.

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Intimacy:-Face to face communication creates a feeling of intimacy. Speech is a warm medium writing, a cold medium. Speaking arouses an emotional response; writing an intellectual response. When you want to arouse an emotional response speech expresses soft feelings, writing communicates hard facts speaking is the preferred choice. Writing has an edge over speaking of the intention is to make people think.Speech is a richer medium of communication than writing because it is supported of oral communication. However if the body-language appears to contradict what is being said, it can reduce the credibility of the speaker.In oral communication wheather in face to face or the distant mode(over a telephone) the speaker can get instant feedback. Therefore the writer must try to anticipate the reader’s response to the message and adjust his/her use of language accordingly.Speech is supported by context; writing is context independent spoken communication is ‘context depend’. In written communication the writer has to creat the context for the reader’s benefit. The writer has to provide the reader with a lot of background information to make the context clear. This need for context independence makes writing a more difficult medium to handle than speech. In writing we have to be explicit.Advantages of written communication over speech:-While speaking there may be slip of tongue or unintended mistakes. The speaker may apologize for unintended mistakes and make a fresh start but the negative impression created by such slips cannot be completely erased.The spontaneity of oral communication which is its gratest strength can also become its weakness.When you are speaking you are under pressure. When you are writing you are not under pressure. The writer gets time to reviev ,edit, change or even redruft the message. When you are speaking you don’t get a second chance. An arrow shot and a word that leaves your can’t be recalled.The writing process:-A good writer should never be satiafied with the first draft, but should read and review. All good writing is re-writing. The reader- review-rewrite process should go on all the time as one writes. This is referred to as “the writing process’.Planning(generating ideas, brain-starming and ide-mapping). Ideas generated through brain-starming can be jotted down. The central idea should be supported, illustrated, reinforced to write a coherent paragraph.Paragraph writing:-Since writing is meant to be read(visually) it should make a positive visual impact on the reader just as speech should produce a positive auditory impact on the listner.

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If a reader is asked to through a long, solid block of writing which has no breaks of any kind, reading becomes difficult. It is therefore necessary to break up an extended piece of writing into a number of paragraphs with spaces seperating them to provide visual relief. The paragraph therefore becomes the primary unit of writing. All good writers pay special attention to the design and construction of paragraphs. A well construction of paragraph should have unity.Topic sentence gives unity to the paragraph; holds the sentence of the paragraph together. T. S usually comes at the beginning. It may come at the end or the middle. Rarely there is a paragraph without a T.S. Example-The more colours there are in your food, the more healthy it is likely to be. You should eat food of several different colours everyday. Fruits and vegetables which are red in colour such as tomatoes and oranges are good for the heart. White couliflowers onions and garlic help to reduce cholesterol while leafy green vegetables such as spinach, give you storong bones and teeth.Connectives:- Conjuncts and DisjunctsA good paragraph has where coherence is logical relationship is meaning between sentences. A paragraph has one T.S and other related sentences. Links between sentences is strenthened by the use of connectives or sentence linkers.

The speaker has arrived. The meeting will begin there is a clear link between these two sentences. This link is made more effective and clearer when we use the conjunction and connect them, ‘and’ is called a conjuct because it joins the two sentences.

The patient needed a doctor urgently. No doctor was available. These two sentences can be joined by ‘but’ which is a disjunct.

Commonly used conjucts are:- and, also, more over, further more, in addition besides some of the disjuncts are:but, however, although, though, despite, nevertheless, inspite of, still, even if etc.

Other Connectives:- Cause-effect, because, as, since, for, there as on that. I want to see the doctor because/as/since Iwas feeling unwell.

Cause followed by effect:- therefore, so, conquently, as a result Comparison:- on the other hand, but, however, by comparison, by

contrast Time sequence:- first, then, next, after that, therefore, to illustrate, such

as Rephrasing a statement:- In other words, that is to say Reaching a conclusion:- to conclude/in conclusion

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MODULE – IIISOFT SKILLS DEVELOPMENT

In today’s competitive world people who rise to the top of their professions require outstanding technical and professional skills. Technical skills are acquired through professional education and training and on the job experience. These are hard skills.

Hard skills are not enough. Technocrats may be technically competent but unless they are able to interact effectively with people, their technical skills may remain unutilized.

A second set of skills are required. These are human emotions these are ‘soft skills’ or ‘people skills’.

The term soft skill refers to a cluster of personality traits, social graces, fecility of expression, personal habits, attitude of friendliness, optimism, ability to work in a team, leadership, articulateness, assertiveness, basic etiquette etc.

Soft skills include lateral thinking(ability to see things from a fresh an innovative point of view.)

Softskills are indispensable for success in business.

Competencies are assessed not just on professional skills but on a whole range of soft skills. A business professional should be able to relate with people in a positive manner and communicate with them in an appropriate way.

Soft skills include leadership skills, assertiveness, team manship(ability to function effectively as a team player). Time management, presentation skills, ability to participate in G.D. and personal interview, personality development. Lateral thinking, ability to look at a thing in a positive innovative manner.

Soft skills and communication skills are inter-linked , soft skills relate mostly to personality traits, to be open to others and to fit easily into a group. An extroverted person has superior softskills. A person with good communication skills is likely to develop the confidence and can socialize more effectively.

Important soft skills which are esential for entry into the professional world.

Leadership skills:-

The ability to lead is essential for success in the Corporate world.

However, good leaders are made not born. One can develop in to an effective leader through a continuous process of self-study, education, training and experience.

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Leadership qualities include beliefs, values, ethics, character, knowledge and skills.

Good leaders donot merely give orders. They inspire and motivate followers.

People who respect you as a leader, donot stop to analyse your personal attributes or traits, whether you are honorable and worthy of trust.

The basis of good leadership is character dedication to the organization and the spirit of service.

People want to be led by someone whom they can respect and trust. A self-serving person who misuse authority to look good and get promoted is not trusted.

A good leader knows the way, shows the way and goes the way.

To gain trust one must be seen to be ethical,i.e. fair, just and honest.

A leader should have a strong vision- the ability to see the invisible.

It is only the heart, that rightly sees. What is essential is invisible to the eyes.

The broad functions of a leader are lead, influence, motivate, control(regulate, govern, command), assert, plan and priortize.

Role of a leader

Every team needs a leader. The leader may be appointed by higher authorities or may emerge through a natural process.

Leaders are important because:-

They assume responsibility, they make things happen, they act a role models, they serve as catalysts, they direct follower behavior, they select right strategies, they build confidence.

Principles of leadership

Know yourself and seek self improvement, be technically proficient, seek responsibity and take responsibility for your actions, make sound and timely decisions, set an example, know your people and look out for their well-being, train as a team.

Assertiveness

We often have to face situations which we donot approve of or find difficult to accept but we are unable to say ‘No’ as we donot wish to offend the other person.

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One should be able to say ‘No’ when necessary but in a manner which creats a ‘win-win’ situation. This is the skill of Assertiveness. The message ‘No’ is conveyed not just through words but also through body language. Some of the charecteristics of an assertive persons are; frankness, self confidence, clarity of expression, integrity, logical reasoning, being knowlegeable, being calm under trying conditions, being convining, being authoritative when necessary. An assertive person takes decissions listens to others, is flexible, expresses himself/herself without hurting others, say things politely but firmly.

Teamsonanship (Being a good Team-player):

A team is a group of people working closely together to achive a common goal. Without a common goal a team is merely a group.

To be a good team-player one should be willing to share information, to listen to other points of view, to respond constantly, to respect and recognize the interests and achivements of others and to provide support to those who need it.

A good team-player knows that each member of the team can contribute to its effective functioning.

No one can achive everything alone. The players in a team complement each other through collaborative effort to achive the goal. There is shared responsibility. Members donot complete with one another. They cooperate, together they win and of they fail, they fail together.

Emotional Intelligence:

To know just what to say and how to say it so that others are not offended or upset.

People with E.I are caring and considerate, they ar emasters at managing their emotions.They donot get stressed or annoyed easily, they have the ability to look at a problem calmly to find a solution. Even if no solutions emerges people leave with afeeling of hope.

Those with a high degree of E.I usually look at themselves honestely and can receive unfavourable feedback constructively.

They know themselves well and are able to sense the emotional needs of others.

E.I is a vital softskill, important for professional success.

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What is Emotional Intelligence?

E.I is the ability to recognize your own emotioins understand what they are telling you and realize how your emotions affect people around you. It also involves your perceptions of others. When you understand how they feel, you are able to manage relationships more effectively.

Basic intelligence is important for achieving success. E.I. is the key to relating well to others and achiving your goal.

Many companies now use E.I testing to hire new staff.

E.I is awareness of your own actions and feelings and how they affect those around you.

It means you value others listen to their wants and needs and are able to emphathize or identify with them.

They make others feel good. Such people go through life more easily than people who are easily angered or upset.

Charecteristic of Emotional Intelligence:

Self awareness:

They know their strengths and weaknesses, this is the most important part of E.I.

Self regularity: Such people control their emotions and impulses. They think they say ‘No’. They have the integrity, ability to say’No’.

Motivation: Such people are positively motivated. They defer immediate goals for long term success, are highly productive, they love challenge and are very effective in whatever they do.

Empathy: Second most important element of emotional intelligence. Empathy is to identify with and understand the wants needs and view points of those around you. Empathetic people are excellent in managing relationship, listning and relating to others. They live their lives in an open, honest way.

Social Skills: People with high E.I as usually easy to talk to. They make good team players manage disputes, are excellent communicators are masters at building and maintaining relationships. Emotional Intelligence can, therefore, be a key to success in a person’s life especially in a professional career.

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