The ability or the skill to transfer one’s thoughts, ideas and information from the sender to the receiver with the latter being understood the same effectively and efficiently is known as communication skills. It is one of the greatest skills of the soft skills and its importance is growing rapidly due to the rising complexities as a result of technological inventions.
In corporate terminology, communication is the process of exchange of information from the sender to the receiver and vice versa. There are different types of communication such as downward communication, upward communication, horizontal communication, crosswise communication, verbal communication; written communication etc., In downward communication, the flow of information is from the people at the superior level to the people at the subordinate level. On the other hand, in upward communication, the flow of information is from the subordinate level to the superior level. In horizontal information, the flow of information is from the people of same level to that of their counterparts at the same level. In crosswise communication, the flow of information is from one level to any other level which is either diagonal or crosswise without any reporting relationship. In verbal communication, the flow of communication, which is transferred orally to any level, and it is the most effective one as one can communicate effectively with one’s body language so as to have profound impact on the receiver. Whenever, there is a need to record the information in black and white, and then people go for written communication in which the communication is through mass mailing in written form.
Any communication has seven elements, apart from the noise, which is known as the barrier in communication and also can be treated as the eight element of communication. The first element being the thought or an idea, the second is encoding the same, third is the transmission of the message or the channel, fourth being the reception of the message and the decoding the same is the fifth element, understanding of the decoded idea or thought is the sixth element and the last and final element i.e. seventh element is the feedback of the receiver to the sender as a sign of confirmation of the communication. Any effective communication must possess the seven elements and the communication is complete with the combination of these seven elements. In case, if there is any gap between the sender and receiver or vice versa then there is communication gap or miscommunication or which is technically called as noise. The so called eighth element is the culprit of communication and all efforts must be made to eliminate it.
Every leader or manager must have great command over communication skills as communication takes major portion of time in any organization. It is aptly said, ‘Communication is the life blood of an organization’. It is through communication all the people are connected in the organization and all the activities are coordinated to achieve their goals and objectives.
The media of communication is divided into verbal communication and non-verbal communication. Both the oral and written communication falls in the fold of verbal communication. The non-verbal communication is divided into body language and sign language and the latter is further divided into visual signs and audio signs. As it is quite obvious, oral communication is the exchange of ideas, thoughts and information in oral form and if it is in written mode, it is known as written communication. A person must be strong at both oral and written forms. When an individual work in the capacity of a manager he will be required to give presentations frequently and he must be in a position to deliver the same effectively. Similarly, he may be asked to write reports on various projects or tasks and possession of written communication is sine quo non.
It is said that 93 per cent of our communication belongs to body language and the systematic study of body language is known as kinesics. It shows the impact of our body language. It is the combination of facial expressions, eye movements, gestures, posture, tone control and our over all physical features. The oral language is always supported by body language and there has to be consistency in both oral and body language, otherwise, it will give rise to credibility crisis. For instance, when an autocratic manager of an industry talks about the application of participative type of management hereafter by thumping his desk physically with force is an indication of inconsistency in his body language with that of his oral language. In a nutshell, our body language conveys our true intentions unconsciously although we may consciously speak orally different. Body movements and gestures contain 55 per cent, voice tone and inflection contains 38 per cent and the combination of the both is 93 per cent, which conveys our body language. While the rest 7 per cent belongs to verbal communication. The combination all the percentages becomes 100 per cent which becomes the media of communication.
Characteristics of an effective communicator:
He must be very clear in his mind what he wants to convey so as to reach the audience effectively.
The language must be simple, straight and should hit the bull’s eye. It is the quality not the quantity of the message that counts.
He must demonstrate his confidence by way of his body language and must radiate energy and enthusiasm so as to create positive impact in the minds of the receivers.
He must assess the maturity level of the audience and must communicate accordingly.
He must not use loaded language with phrases or complicated terminology or jargon to avoid confusion.
Must organize his mind properly with thorough preparation and enough home work to make it reachable and everlasting.
All out sincere efforts are to be made to prevent barriers in communication.
Must be total consistency in his verbal and body language
Should adjust his tone level as per the message of his speech, with pauses and emphasis whereever it is essential.
Must have ability to raise the curiosity level of the audience.
All efforts must be made to enhance the quality of communication from time to time with innovative methods and approaches. For instance, Swami Vivekananda referred the audience at the Chicago conference as the brothers and sisters of the world, which is still memorable even today. He was a great communicator and speaker.
When Stephen had beaten Abraham Lincoln. A. Douglas in the race for the US Senate, he admonished his followers," not to give up after one or one hundred defeats”. He was also a great communicator and motivator.
Communication skill is one of the top ten soft skills without which soft skills are irrelevant. Those who are qualified in their academics and try for placement, the interviewing officer lays more emphasis on this ability. A weak communicator creates problems for himself and for others. The interviewing officer can not afford to take a risk by accommodating a poor communicator. Good communication is a feature of effective personality development. Those who want to succeed in their careers; it is imperative to possess good communication skills.
T H E N D
Sunday, January 13, 2008
DESIGNING QUESTIONNAIRE
HOW TO DESIGN QUESTIONNAIRE?
BY PROF.M.S.RAO, ACADEMIC GUIDE, ICFAI UNIVERSITY, INDIA
When my Research Guide Dr.D.M.Khandare asked me to prepare a questionnaire for my PhD work I got bit nervous and confused for some time. I read number of questionnaires in my life but designing the same related to my PhD topic created jitters in my mind. I further requested him to teach me the methodology in designing the questionnaire. He was kind enough to guide me and he also advised me to refer number of sample questionnaires so as to form a firm format. I sincerely obeyed like a disciplined soldier and referred various formats from books and from various websites.
Questionnaire is the heart of any research topic. It helps in fulfilling the objectives of the concerned study or topic. If it is designed in haste entire research activity goes awry. As long as the questionnaire is framed properly, the desired goals and objectives can be achieved successfully. There are several tools and techniques involved in designing the questionnaire. They are briefly explained below:
TOOLS AND TECHNIQUES IN DESIGNING:
• At the beginning address the participants or state the reasons for conducting study.
• Assess the maturity level of the respondents and format it accordingly.
• The language must be simple and straight and free from jargon.
• It should be in tune with the ideals and ideas of the study.
• Personalize the questionnaire.
• Your questionnaire should not only be easier and it should appear to be easier.
• Imaginative and innovative thinking is essential. It should be a running draft in active voice.
• There should be close ended questions to start with. Ice breaking questions will smoothly navigate the respondent to the topic.
• The questions should not be threatening and too much personal in nature.
• Leave adequate space for offering comments.
• There should be smooth transition from question to question and logical connectivity.
• Create curiosity and generate enthusiasm for the respondent.
• It should stand out from the pack of cards.
• Be creative and novel in design. And make it convenient in designing the questionnaire. Highlight keywords in the questionnaire in bold, italics or underline so that the respondent can catch it faster and save his time.
• Contents of the questionnaire are more important than the length. It becomes stressful for the respondents to answer lengthy questions.
• Offer options like ‘Yes’ or ‘No’ or ‘True’ or ’False’ or ‘Right’ or ‘Wrong’ or ‘Like’ or ‘Dislike’ and so on.
• Offering multiple choices for each question will encourage the respondent.
• Glide the respondent gradually into open ended questions to elicit the hidden data of communication. Encourage the respondents to open up in depth to get effective results.
• Design the questions creatively and constructively so that maximum information can be obtained. The questions can be questioned by posing from both positive and negative side of the topic so that at the end of the session. You can cross check whether the responses are consistent or if there is any contradiction. In case if contradiction is noticed then the responses can not be taken as correct. Such methodology will make the research work free from errors and foolproof.
• Create a wonderful title to motivate for active participation.
• Do not design too many questions as it decreases the interest levels.
• Enclose a self addressed and stamped envelope if the questionnaire is to be mailed.
• Highlight 5 dimensional approach 5W’s – why, what, where, when and who.
• Create questions by ranking in the scale of 1 to 5 from either the least to the most required or vice versa.
• Create a conservational tone.
• Use ‘you’ not third person. By this, you can personalize the questionnaire.
• Use emotions like we all want to feel greater, better, bigger etc. All these things will connect your questionnaire to the respondents and then slowly get the responses for the study.
• Remove repetitions.
• The flow of the questionnaire should be smooth and natural.
• Read, reread and change the design and ultimately you will have the best questionnaire. Lot of spade work, rework and redrafting is essential.
• At the end, ask for any suggestions or improvements related to the topic.
• Thank the respondents at the end of the questionnaire.
ROLE OF RESEARCHER:
Make the respondent comfortable and convince him to attempt. Be personally with them to clarify if any doubts or queries. Encourage them to fill the questionnaire instantly so as to get spontaneous responses. Tell respondents that there is fun in responding the questionnaire.
POST QUESTIONNAIRE RESPONSE:
Thank all respondents for their valuable contribution to your research work. Provide them non financial incentives like gifting either key rings, or stationery items of daily utility, chocolates etc., it will not only motivate them but also create everlasting memorable impact in their minds.
MESSAGE:
Designing questionnaire initially looks tiresome for fresher and when once tuned to designing then you will find it interesting and entertaining. It is a great mental and creative activity and it teaches many lessons in life.
T H E E N D
BY PROF.M.S.RAO, ACADEMIC GUIDE, ICFAI UNIVERSITY, INDIA
When my Research Guide Dr.D.M.Khandare asked me to prepare a questionnaire for my PhD work I got bit nervous and confused for some time. I read number of questionnaires in my life but designing the same related to my PhD topic created jitters in my mind. I further requested him to teach me the methodology in designing the questionnaire. He was kind enough to guide me and he also advised me to refer number of sample questionnaires so as to form a firm format. I sincerely obeyed like a disciplined soldier and referred various formats from books and from various websites.
Questionnaire is the heart of any research topic. It helps in fulfilling the objectives of the concerned study or topic. If it is designed in haste entire research activity goes awry. As long as the questionnaire is framed properly, the desired goals and objectives can be achieved successfully. There are several tools and techniques involved in designing the questionnaire. They are briefly explained below:
TOOLS AND TECHNIQUES IN DESIGNING:
• At the beginning address the participants or state the reasons for conducting study.
• Assess the maturity level of the respondents and format it accordingly.
• The language must be simple and straight and free from jargon.
• It should be in tune with the ideals and ideas of the study.
• Personalize the questionnaire.
• Your questionnaire should not only be easier and it should appear to be easier.
• Imaginative and innovative thinking is essential. It should be a running draft in active voice.
• There should be close ended questions to start with. Ice breaking questions will smoothly navigate the respondent to the topic.
• The questions should not be threatening and too much personal in nature.
• Leave adequate space for offering comments.
• There should be smooth transition from question to question and logical connectivity.
• Create curiosity and generate enthusiasm for the respondent.
• It should stand out from the pack of cards.
• Be creative and novel in design. And make it convenient in designing the questionnaire. Highlight keywords in the questionnaire in bold, italics or underline so that the respondent can catch it faster and save his time.
• Contents of the questionnaire are more important than the length. It becomes stressful for the respondents to answer lengthy questions.
• Offer options like ‘Yes’ or ‘No’ or ‘True’ or ’False’ or ‘Right’ or ‘Wrong’ or ‘Like’ or ‘Dislike’ and so on.
• Offering multiple choices for each question will encourage the respondent.
• Glide the respondent gradually into open ended questions to elicit the hidden data of communication. Encourage the respondents to open up in depth to get effective results.
• Design the questions creatively and constructively so that maximum information can be obtained. The questions can be questioned by posing from both positive and negative side of the topic so that at the end of the session. You can cross check whether the responses are consistent or if there is any contradiction. In case if contradiction is noticed then the responses can not be taken as correct. Such methodology will make the research work free from errors and foolproof.
• Create a wonderful title to motivate for active participation.
• Do not design too many questions as it decreases the interest levels.
• Enclose a self addressed and stamped envelope if the questionnaire is to be mailed.
• Highlight 5 dimensional approach 5W’s – why, what, where, when and who.
• Create questions by ranking in the scale of 1 to 5 from either the least to the most required or vice versa.
• Create a conservational tone.
• Use ‘you’ not third person. By this, you can personalize the questionnaire.
• Use emotions like we all want to feel greater, better, bigger etc. All these things will connect your questionnaire to the respondents and then slowly get the responses for the study.
• Remove repetitions.
• The flow of the questionnaire should be smooth and natural.
• Read, reread and change the design and ultimately you will have the best questionnaire. Lot of spade work, rework and redrafting is essential.
• At the end, ask for any suggestions or improvements related to the topic.
• Thank the respondents at the end of the questionnaire.
ROLE OF RESEARCHER:
Make the respondent comfortable and convince him to attempt. Be personally with them to clarify if any doubts or queries. Encourage them to fill the questionnaire instantly so as to get spontaneous responses. Tell respondents that there is fun in responding the questionnaire.
POST QUESTIONNAIRE RESPONSE:
Thank all respondents for their valuable contribution to your research work. Provide them non financial incentives like gifting either key rings, or stationery items of daily utility, chocolates etc., it will not only motivate them but also create everlasting memorable impact in their minds.
MESSAGE:
Designing questionnaire initially looks tiresome for fresher and when once tuned to designing then you will find it interesting and entertaining. It is a great mental and creative activity and it teaches many lessons in life.
T H E E N D
HUMAN RESOURCES MANAGER
Now-a-days, there is a growing significance attached to Human Resources(HR) manager due to the opening up of economy, due to the growing liberalization, uncontrolled economy and also due to the fast changing global business environment. In the past, he was mostly treated as an executive involved in conducting picnics and parties in the organization, apart from the traditional role of dealing with all aspects of employees from recruitment to retirement. From the last two decades, there was gradually more emphasis of HR manager involving in the institution building. He is considered as an integral part of the institution and he participates in the formulation of the organization strategy and policy on par with any other line manager. He plays a pivotal role in meeting the organizational goals and objectives.
One of the challenging areas for an HR manager is to maintain a motivational climate within the organization so as to ensure better productivity and performance. He needs to ensure a healthy, positive, vibrant, constructive, creative climate so that the employees get motivated and in turn deliver best possible results. Earlier, organizations laid stress on technology only and neglected the most precious capital i.e. human resources. It is a well admitted fact that there is always a man behind the machine. Whatever the inventions made by man leading to technological revolution, brought drastic changes in the day to day quality of work, life styles etc., It proves beyond doubt that it is the man who calls the shots everywhere despite marvelous growth in technology as the technology is again in the hands of the man.
Several ways and means are adopted to keep the employees moving in the right direction so as to meet organizational goals and objectives. Different people get motivated by different ways depending upon their needs. The HR manager must be able to find out the basic needs and wants of the employees so that right ambience can be ensured for effective output. Apart from the regular pay and perks, the employees expect incentives which are both monetary and non-monetary from time to time from the organization.
The financial incentives basically offered in the industry are, compensation based on performance, compensation based on competence, stock options, rewards, group bonus etc., When an employee delivers better results within a stipulated time frame by exceeding the given standards it can be termed as compensation based on performance. For instance, when an employee is expected to produce 90 units, with in the allotted working hours and if he produces 100 units, then the employee is compensated with the amount for 10 units by way of monetary benefit. Similarly, when an employee delivers better, he can also be compensated by way of additional bonus. In the case of a small scale industry, when an employee contributes his best with his hard work, determination and dedication and enhances the profits of the company, then the management takes notice of his sincere efforts and motivates him by giving either a stake in the company or give away a percentage of their annual profits.
When the employee at the higher level management demonstrates his extraordinary leadership qualities by resolving the conflicts either amongst the employees or between the management and employee, he can be offered monetary incentives and this concept is known as compensation based on competency. The word competency itself indicates extraordinary qualities like leadership or trouble shooting, problem solving, conflict management etc.
The software companies, now-a-days, are offering Employee Stock Options (ESOPs) to its employees who stick to the organization loyally and who contributes their best. The employees think that they are an integral part of the company and are motivated to work harder. They try to be more loyal and do not intend to quit to other institutions for better pastures as they are already getting best from the present company. The stocks that are offered will have a lock-in period to prevent the employees from selling and going out of the company. It minimizes attrition rate too. These days, the non IT companies like Reliance are also resorting to ESOPs to their employees in order to retain the experienced staff.
The process of providing individual incentives by way of commissions, time saving bonus, merit pay etc., is known as rewards. It is also a strong motivational monetary incentive. When the nature of work demands its employees to work in teams in co-operation especially when the tasks are interdependent, the company offers group bonus as a financial incentive.
‘Man can not live by bread alone’, goes the saying. Man has many needs to accomplish and money is the major source of motivation. When people are motivated by non-monetary factors, it can be termed as non-financial incentive. The process of consulting, team work, quality circles, job security, job enrichment, job rotation, flexi time etc., fall in the fold of non-financial incentives.
When the management encourages the employees to take part in major strategic plans and encourages them to actively involve in formulating strategies and policies for the organization, the employee draws a great pleasure and feels a sense of great achievement and contributes his best. Rather he unconsciously delivers his best and he is closely associated with the goals and objectives of the organization. This is known as consultation. And we can say that consultation is the key to motivation.
The process of forming various teams from the staff with similar backgrounds of trade will encourage them to work harder as no team wants to loose. All human beings have competitive spirit and all teams put their best efforts and energies in order to ensure their team to win from the rest. This concept is popularly known as team work which is again a non-monetary one.
When the group of employees led by a higher official takes the lead in order to improve the quality of the products and services it is known as quality circles. Forming small groups under the leadership of an individual not only ensures accountability but also motivates the body of employees and also the official to give out his best. In a nut shell, quality circle as a concept ensures quality of products and services and also pins responsibility and motivates employees to contribute their best.
When a temporary employee is converted as a permanent one, it is known as providing job security. The Govt. institutions provide job security while is not so in the private enterprises. Employee feels more safe and secure when his job is made permanent. Or else, he will be always under the constant pressure and fear of getting fired.
With increased responsibilities and duties at the higher level, can boost the morale of the employees as they get enriched with their jobs and it known as job enrichment. For instance, when the vice-principal of an educational institution is offered the role of principal, he feels more important with the pride and status attached to the designation and delivers his best.
In the present days, there is growing importance to the results not the presence of the employees. The organizations are providing the opportunity to work in flexible timings and laying more stress on results. The BPO and call centers are also fast adopting this concept of flexi time as the timings are different in different places in the world. Flexi time will also encourage the employees to choose their convenient times to work so that the rest of the day can be allocated for other constructive activities creatively and judiciously.
When an employee works in a particular job for a long time, he gets boredom and monotony. Everyone wants change whether in his life or work. Continuously doing the same task for long time kills the creativity of an individual. For instance, if we take the same type of food every day we lose interest to eat, yet we eat as we have to survive. But, it will not please our taste buds. That is why it is said aptly ‘Variety is the spice of life’. When an employee is changed from one task to another different task of his same field continuously it is known as job rotation. It is like rotating the job continuously to generate new energy and enthusiasm amongst the employees. It also helps the employees to know all aspects related to his profession and when he is promoted to higher level he will be in a position to execute his tasks at ease and comfort.
To sum up, the HR manager played a pivotal role in the past, is presently playing complex roles and will continue to play more challenging, constructive and creative role in future especially in ensuring a positive motivational climate with in the organization.
T H E E N D
One of the challenging areas for an HR manager is to maintain a motivational climate within the organization so as to ensure better productivity and performance. He needs to ensure a healthy, positive, vibrant, constructive, creative climate so that the employees get motivated and in turn deliver best possible results. Earlier, organizations laid stress on technology only and neglected the most precious capital i.e. human resources. It is a well admitted fact that there is always a man behind the machine. Whatever the inventions made by man leading to technological revolution, brought drastic changes in the day to day quality of work, life styles etc., It proves beyond doubt that it is the man who calls the shots everywhere despite marvelous growth in technology as the technology is again in the hands of the man.
Several ways and means are adopted to keep the employees moving in the right direction so as to meet organizational goals and objectives. Different people get motivated by different ways depending upon their needs. The HR manager must be able to find out the basic needs and wants of the employees so that right ambience can be ensured for effective output. Apart from the regular pay and perks, the employees expect incentives which are both monetary and non-monetary from time to time from the organization.
The financial incentives basically offered in the industry are, compensation based on performance, compensation based on competence, stock options, rewards, group bonus etc., When an employee delivers better results within a stipulated time frame by exceeding the given standards it can be termed as compensation based on performance. For instance, when an employee is expected to produce 90 units, with in the allotted working hours and if he produces 100 units, then the employee is compensated with the amount for 10 units by way of monetary benefit. Similarly, when an employee delivers better, he can also be compensated by way of additional bonus. In the case of a small scale industry, when an employee contributes his best with his hard work, determination and dedication and enhances the profits of the company, then the management takes notice of his sincere efforts and motivates him by giving either a stake in the company or give away a percentage of their annual profits.
When the employee at the higher level management demonstrates his extraordinary leadership qualities by resolving the conflicts either amongst the employees or between the management and employee, he can be offered monetary incentives and this concept is known as compensation based on competency. The word competency itself indicates extraordinary qualities like leadership or trouble shooting, problem solving, conflict management etc.
The software companies, now-a-days, are offering Employee Stock Options (ESOPs) to its employees who stick to the organization loyally and who contributes their best. The employees think that they are an integral part of the company and are motivated to work harder. They try to be more loyal and do not intend to quit to other institutions for better pastures as they are already getting best from the present company. The stocks that are offered will have a lock-in period to prevent the employees from selling and going out of the company. It minimizes attrition rate too. These days, the non IT companies like Reliance are also resorting to ESOPs to their employees in order to retain the experienced staff.
The process of providing individual incentives by way of commissions, time saving bonus, merit pay etc., is known as rewards. It is also a strong motivational monetary incentive. When the nature of work demands its employees to work in teams in co-operation especially when the tasks are interdependent, the company offers group bonus as a financial incentive.
‘Man can not live by bread alone’, goes the saying. Man has many needs to accomplish and money is the major source of motivation. When people are motivated by non-monetary factors, it can be termed as non-financial incentive. The process of consulting, team work, quality circles, job security, job enrichment, job rotation, flexi time etc., fall in the fold of non-financial incentives.
When the management encourages the employees to take part in major strategic plans and encourages them to actively involve in formulating strategies and policies for the organization, the employee draws a great pleasure and feels a sense of great achievement and contributes his best. Rather he unconsciously delivers his best and he is closely associated with the goals and objectives of the organization. This is known as consultation. And we can say that consultation is the key to motivation.
The process of forming various teams from the staff with similar backgrounds of trade will encourage them to work harder as no team wants to loose. All human beings have competitive spirit and all teams put their best efforts and energies in order to ensure their team to win from the rest. This concept is popularly known as team work which is again a non-monetary one.
When the group of employees led by a higher official takes the lead in order to improve the quality of the products and services it is known as quality circles. Forming small groups under the leadership of an individual not only ensures accountability but also motivates the body of employees and also the official to give out his best. In a nut shell, quality circle as a concept ensures quality of products and services and also pins responsibility and motivates employees to contribute their best.
When a temporary employee is converted as a permanent one, it is known as providing job security. The Govt. institutions provide job security while is not so in the private enterprises. Employee feels more safe and secure when his job is made permanent. Or else, he will be always under the constant pressure and fear of getting fired.
With increased responsibilities and duties at the higher level, can boost the morale of the employees as they get enriched with their jobs and it known as job enrichment. For instance, when the vice-principal of an educational institution is offered the role of principal, he feels more important with the pride and status attached to the designation and delivers his best.
In the present days, there is growing importance to the results not the presence of the employees. The organizations are providing the opportunity to work in flexible timings and laying more stress on results. The BPO and call centers are also fast adopting this concept of flexi time as the timings are different in different places in the world. Flexi time will also encourage the employees to choose their convenient times to work so that the rest of the day can be allocated for other constructive activities creatively and judiciously.
When an employee works in a particular job for a long time, he gets boredom and monotony. Everyone wants change whether in his life or work. Continuously doing the same task for long time kills the creativity of an individual. For instance, if we take the same type of food every day we lose interest to eat, yet we eat as we have to survive. But, it will not please our taste buds. That is why it is said aptly ‘Variety is the spice of life’. When an employee is changed from one task to another different task of his same field continuously it is known as job rotation. It is like rotating the job continuously to generate new energy and enthusiasm amongst the employees. It also helps the employees to know all aspects related to his profession and when he is promoted to higher level he will be in a position to execute his tasks at ease and comfort.
To sum up, the HR manager played a pivotal role in the past, is presently playing complex roles and will continue to play more challenging, constructive and creative role in future especially in ensuring a positive motivational climate with in the organization.
T H E E N D
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