Transcript File

Basics of Communication
Latin words – communicare,communico
(to share)
Exchange of ideas, opinions, & as a means
that individuals & organisations share
meaning with another.
Importance(value,)worth of
communication:
1) Communication is a tool of supervision:
------which is in constant use & must always
be in good condition.
------Power to reach out to every individual.
2)Communication is essential for encouragment:
-----to encourage the employees.
------to make good relations among other workers.
------increases the morale (self-esteem, confidence)
In the mind of the employees.
3) Helps to exchange ideas & information:
-------it is important for group work.
--------helps to achieve a common goal.
4)Good co-ordination(organising) depends on good
communication:
---------all levels shd be catered to
----------upward, downward, sideway comm as per
the situation demands for.
• 5)Communication maintains good relations:
--------It connects people with each other.
--------improves the working conditions &
maintains healthy relations.
COMMUNICATION CYCLE
Thought of idea -----Encoding (programing(ie)put the
message into words or images)---transmission(spread) of message(shd be simple &
clear)----channel (the media thru which the message
is sent) -----receiving ---decoding( understanding,
make sense of the language) -----understanding ----action ------ feedback (is the response, most imp
link).
QUESTIONS:
1) Explain the importance of communication.
2) Explain the five elements of the communication
cycle.
Sender(may be single or group) -----message(verbal, non-verbal)-----channel ----receiver -------feedback.
3)What role does “encoding” and “decoding” play in a
communication process.
4) Which is the most important link in communication
cycle? Give reasons.
Feedback, the process of communication remains
incomplete if feedback is not given.
Communication can be made more effective by by
using the following principles:
The 7 Cs are as follows:
1) C orrectness: (giving factually & linguistically correct
inf)
A business letter shd b correct in all aspects.The
language shd b used correctly – no spelling
mistakes, punctuation mistakes & grammatical
mistakes.
The layout of the letter shd b correct.
Information in the letter shd b factual & correct.
No place for guess work or inaccurate statements.
2) Conciseness :(shortness, to save time & space.)
- A business lr is not an essay or imaginary piece of
writing.
- shd hv a specific purpose.
- Put your thoughts & ideas in a brief & precise
manner, so that the time of both the sender &
receiver of the message can b saved.
- repetition of thoughts, unnecessary words be
avoided.
- avoid wordy expressions:
wordy: At this time
Concise: Now
wordy: Due to the fact that
Concise: Because.
3) Courtesy: ( to be polite and humble):
-It wins long lasting relationship.
- give respect to others in order to win respect frm
others.
- In case mistake occurs , apology shd b made.
- Answer your mail promptly.
- while writing a business letter, take into
consideration the other person’s point of view &
feelings into considerations.
- The writer shd adopt the ‘you attitude’.
Please, thank you, would you, could you, can you
are some of the polite discourse markers in use.
Eg:
a) Stupid letter, I cant understand any of it.
I just need a bit of information on the context to get
a better understanding.
4) Concrete: (specific,actual)
• Words used in the business letter shd be specific.
• Eg: 1) I made (prepared) a speech
I delivered ( presented)a speech.
2) I have not heard from you.
I have not received any communication.
Concrete: I have not received any letter.
3) With reference to earlier communication……..
Concrete: With reference to the letter dated on
……………
5) Consideration: (considering the receiver”s
emotions, feelings& sentiments )
--- is necessary to understand the background of the
person who receives the message.
• Focus on “You” instead of “I” & “We”.
• Show audience benefit or interest in the receiver.
• Stress positive, pleasant facts.
Eg:
Use personal references:
1)Our address record hv been amended……
write.,
We’ve changed your address in our records……
2) The company policy is……..
Write.,
Our policy is……
6)Completeness: (to give all the required details)
----- A good business letter shd be complete in format &
content.
------ Provide the req.,information completely.(This avoids
confusion & disappointments )
• Provide all necessary information. 5W’s(who, what, when
Where & why).
• Answer all questions asked.(Look for ques., some
may even appear buried within a paragraph)
• Give somethg extra , when desirable.
• For the letter to be complete, the writing mst be
properly planned & organised.
7) Clarity:( to have clear information)
• Shd be easy to understand by people at all levels of
an org.
• Understood by the receiver, in the same sense with
which the sender conveys it.
• Proper punctuation makes the writing clear.
• Choose precise & familiar words.
Eg: after……subsequent
Home…….Domicile
for example……e.g.
• Construct effective sentences & paragraphs;
Eg: Unclear:
Being an excellent lawyer, I am sure you can help us.
Clear:
Being an excellent lawyer, you can surely help us.
Unclear:
GMAT scores are higher.
GMAT scores are higher by 70% this year.
TYPES OF COMMUNICATION (Direction)
1) Horizontal Communication:
This takes place when 2 persons r working at the
same level in an org., & communicate with each
other.
Eg; An employee communicating wth another work
employee.
College principal communicating wth another
college principal.
1.Employee
Communication way
11.Employee
2)Vertical Communication:
Here communication takes place in 2 opposite
levels as per situations.
Eg: worker communicatng with the manager of
his dept., & at the same time he
communicates wth his co-worker.
----It shows the worker communicates wth the
manager as well as the worker.
Vertical comm., is classified in 2 ways:
Upward & downward comm.
a) Upward Comm:
---which turns upwards in transaction of message.
-----It contains the communication of junior to
senior.
------ A person working at a lower level in an org.,
communicates with the person wrkng at a
higher level.
------The communication includes discipline,
mannerism & also strict observation of rules.
-----Eg: job application, request letter, application
for loan, submission of report.
b) Downward Communication:
-----person working at a higher level in the org.,
communicating with the person working at a lower
level.
-----communication is opposite to upward
communication.
------Eg: used to convey orders, job instructions, notice,
memos, etc.
Upward Communication
Downward Comm
Manager
Manager
Supervisor
Supervisor
3)Diagonal Communication:
---- communication between people wrkng in diff.,
dept.
----- there is no direct reporting relationship with one
another.
------ can be internal as well as external
------ internal ( department wise)
------ external (M/S Big Bazaar)
ABC Soap Company
XYZtransportCompany
Verbal Communication
-----also called as oral comm.
-----2 types of verbal comm.
a)Oral comm
b)Written comm
Oral Communication:
• most imp type of comm.
• Eg: face to face, telephonic talk, lectures, interviews,
counselling,
• Public speeches, movies, etc.
• More than one medium is required here---visuals,
gestures, facial expressions, etc.
Adv. Of Oral Comm:
• Get immediate feedback.
• Both sender & receiver r present.
• Gestures, facial exp., postures r being used to
make comm., more effective.
• More powerful ---gives more personal touch.
• Saves time.
• Can address a large group of people at a time.
• Sender or speaker gets chances to repair his
message by observing facial expressions of
listener.
Disadvantages of Oral Comm:
• Communication cannot take place, when either the
sender or receiver remains absent.
• Lenghty messages become monotonous in oral
comm.eg: Lecture method.
• Most people r nt good listeners, so comm., may not
be understand properly.
• Oral messages hv no legal importance.
• Speaker gets less time to think in oral comm.
Therefore, there may be chances for
misunderstanding or mistakes.
• Every person is not an orator. Common people do
face problems or difficulties in speaking & listening.
• Most people do not take oral message seriously.
• This becomes less effective over long distance. Eg:
ISD call.
• Oral Comm., cannot be repeated same as first. Every
time the presentation keeps changing.
• Oral messages has lot of chances for external
barriers.
Definitions:
1)Verbal Comm: It is the use of language arranged in
meaningful patterns. Communication that takes place
with the help of words or language is called as verbal
comm.
2)Oral Comm: Communication that takes place using
words as a medium of speech is called as oral
communication.
3) Written Communication:
“The comm., in which message is conveyed in the
written format is called written comm.”
Here communication is based on the use of alphabets,
signs , or codes of any kind , which is rendered by
writing or typing.
Eg: letter, circular, notice, books, newspapers, etc.
.
Adv., of Written Comm:
• The writer gets much time to think & to reflect his ideas
on paper. Therefore, it becomes more correct because
of careful preparation.
• It can be repeated till the final understanding of reader.
• Written messages can be given to large number of
persons in a cost effective manner. Eg: pamphlets,
circulars, newspapers.
• Lenghty messages can be transmitted easily.
• Gives sufficient time to reader to give feedback.
• Serves as permanent record & importance as a legal
document.
• It facilitates ( make it easier) the assigned
responsibility.
• Assures more uniformity as it is circulated among
the people.
Disadvantages of Written Communication:
• Has no use for illiterate people.
• It is time consuming.
• Quick feedback is not possible.
• Has no chance for quick clarification in the message.
• Confidential messages has a chance of leakage.
• It also contains barriers in dispatch.
• Few words have special terminology.Their wrong
uses lead wrong interpretation.
Differences between oral & written communication:
Oral
Written
Nature
Informal with
personal touch
Formal without
personal touch
Speed
Fast
Slow
Flexibility
High
Low
Record
No record
Permanent record
Cost
Economical
High cost
Gestures
Can be used
Can’t be used
Feedback
Immediate
Delayed
Suitability
For short & simple
messages
For lenghty
messages
Non-Verbal Communication
Communication without the use of words is called as
non-verbal communication.
These wordless messages can be communicated
through gestures, body language or postures, facial
expressions, eye contact, signs, symbols, maps,
graphs,etc.
This communication happens all the time & is
everywhere.It is spontaneous & usually not deliberate
or planned.
Types of Non-Verbal Communication
1) Body language or Kinesics:
It includes gestures, facial expressions, postures,touch
Etc.
This is one of the most powerful ways that humans can
communicate non-verbally. It is used to potray moods &
emotions, & to emphasize or contradict what is being said.
“To effectively communicate, it’s not always what you say,
but what your body says, that makes the difference.”
Its therefore, we will see now how different parts of the
body send out signals.
a) Facial Expression:
Whatever we feel deep in ourselves is atonce reflected in
the face. It is very important in face-to-face
communication. Every facial muscle is an instrument of
communication .
Eg: The lines of our forehead, the eyebrows, the muscles
of our cheeks, our lips in a smile or in a surprise ----all
these speaks louder than words.
b) Eye Contact:
This is of paramount importance in face to face
communication. When we look at somebody’s face , we
focus primarily on his eyes & try to understand what he
means to convey.
Eg: Raised eyelids tells us that the person is surprised or
frightened.
A long , fixed gaze shows our interest in something or
somebody.
c) Gestures:
Movements of arms, legs, heads, shoulders & head are
Called gestures. The way we place our palms, arms, hands,
head, shoulders, etc while speaking, listening or reading
convey diff., meanings.
Eg: A namaste, raising eyebrows, handshake, shaking head
.d) Posture:
• The way you sit , stand or walk, or the way you carry
yourself speaks about your personality.
• Good postures shows smartness and confidence.
• Eg: Attending interview ----have eyecontact & be
relaxed.
e) Appearance:
It means general grooming. It is imp., not to draw
attention for all the wrong reasons.
Eg: We dress differently for different occassions. A
wedding in the family, a visit next door, a friend’s
birthday party, attending an interview or going to
college------all call for different dressing.
2) Silence:
• Silence can be a positive or negative influence in the
communication process.
• It can create tension & uneasiness or create a peaceful
situation.
• Radio & television announcers also knw that the best
way to highlight or emphasize a word is to pause slightly
before it. ( and even after it).
• Eg;
1) The st. keeping silent for a few moments before
answering a ques.-------he is thinking.
2) Two strangers remain silent after a few moments of
conversation-------they do not hv much in common.
3) A V.I.P. enters the room & people becomes silent -----respect his presence.
4) A person in the train begins talking to u & u look out of
the window in silence -------u do not wish to get
friendly.
5) A joke at a party is greeted with silence ------people
disapprove of the joke or the speaker.
6) A teacher demands frm his student why a certain
assignment has not been done & the st., remain silent
-------he does nt hv an explanation.
So finally we can conclude that Body Language is a part &
parcel of human expression in communication.
Barriers in communication
Def: “Hindrance that blocks the flow of communicaation
is termed as barrier.”
Different people devise different messages in different
ways for different receivers. It results more into
communication gap so that some one may turn towards
misunderstanding & misjudgment.
Types of barriers:
1) Physical barrier:
They are those which are mostly beyond the control
of the persons involved in the communication process.
Some can be controlled , but at times the defect lies in
the environment.
a) Noise:
It affects the transmission & reception of the
message. Noise is the major cause of disruption in
communication.
Eg: When 2 people r communicating in a factory, the noise
frm the machinery can be a barrier.
b) Distance:
Distance between the communicators may act as a
barrier.
Eg: When people speak frm far distant areas, their voice
becomes inaudible or unrecognizable for the listeners
c) Environmental condition:
Environmental conditions like humidity, temperature, cold,
decrease the attention level of the listeners. They feel
uninterested & suffocated in communication.
Eg : AC in the classroom
d) Natural calamities:
like floods, earthquake, cyclone, tsunami.
eg: 2 friends r discussing abt their study on the ground.
Suddenly the atmosphere changes & clouds gathers in
the sky. With it rain starts. The result is that these
friends had to stop their conversation & leave that
place.
Here the sudden change in the atmosphere & rain
becomes the barrier.
e) Physical disability:
like dumbness, tentative loss of hearing ability can
cause barriers.
Overcoming physical barriers:
• The sender shd be very careful and aware while
transmitting message.
• Minimise visual and aural distractions.
• Provide environmental comfort.
2) Psychological barriers:
• It is nothing but the mind set of a person.Several
abstract ideas , i.e., mental conditions, likes, dislikes,
fear, happiness, ego ----all these directly affect on our
thinking. It is because of this communication gap
Appears in conversation. This defect is knwn as
psychological barrier in communication.
Some of its types are:
1) Negative bias about himself:
Whenever a person is going to express anything before a
speaker, many times he may be controlled by his
negative thinking .
Eg: When anyone looks forward to do something in life, he
looks behind & looses confidence.
2) Status:
In organisations, status consciousness is treated at the
highest level & different manner. The sub-ordinates
are always afraid of such people.
There fore, it all leads to:
a) Communication gap.(boss-employee relationship.)
b) Sometimes postponed in communication.(afraid of
talking to the seniors)----manager & the workers.
c) Unexplained feedback (happens when the senior does
not listen carefully due to inferior status as junior.)---officer & a peon.
3) Emotions:
Emotions does affect our attitude & behaviour.When
any human is fully indulged into any emotion, he
becomes irresponsive to new idea and so he feels
disturbed.
a) When a person is in grief or sorrow he does not like to
listen. Even if he listens, he will not behave according
to you. (When a student fails in an examination.)
b) When a man is happy, again he is not in a condition of
listening to others.(Passing IIT Exam)
c) When a man is angry, he is not able to deliver proper
message, & it prevents smooth communication.
4) Less attentiveness:
If a person has less attention towards the said topic, he
fails in giving feedback.
a) When a person is disinterested in a topic, he forgets it
very easily, & refuses to store it into his long term
memory.
Overcoming Psychological barriers:
• Use feedback process.
• Provide assistance to comprehend the message
clearly.(In the class rooms, difficult topics are not
understood by the students. Therefore, the teacher shd
make an attempt to simplify the topic.)
• Call attention & motivate the listener.
• Develop trust & confidence., & this will help the others
to open up their problems.
• Catch up with individual background.
3) Semantic barriers:
Communication itself is impossible without using
language. Therefore, every sender & receiver has to
use lang., properly.
This is the most imp., means of communication.
Words have different shades of meaning &
Pronunciations , which shd be used very carefully.
Eg:
•
Foreigners are less understood by Indians due to
their language & pronunciation.
• The court terminology is not understood by common
people.
• When u use new words in your daily conversation.
listener’s vocabulary becomes a barrier.
Overcoming semantic barriers:
1)
Use simple & precise lang.
2) Employ different methods of communication.
3) Avoid ambiguous & abstract words.
4) Try to grab listeners attention.
5) Before going to deliver the message, the sender has
to evaluate the listeners.(their intelligence level)
6) The sender must have to take pause in each sentence
, so that the listener may get chance to translate the
said sentence.
7) He shd concentrate on his own pronunciation.
4) Organisational barriers:
In any organisational set up, 2 basic channels of
communication---formal & informal flows.
Here the processing of information from several
people gets delayed & distorted before it reaches to
the destination.
Eg: Upward Communication, Downward Communication,
horizontal & vertical communication.
Overcoming Organisational barriers:
• Make Communication 2 way process.
• Establish feedback system.
• Use informal channel of communication.
• Avoid unnecessary information.
• Purposeful communication.
5) Interpersonal barriers:
Here emotional reactions, positive & negative attitude of
the sender & the receiver, wrong timing of message &
inattentive listening create communication barriers.
As we all r different, our perceptions, our
understanding & our value systems r different, the
process of communicating effectively with other
people is rather difficult at times.
When there are shared assumptions of
ideas,views,values & opinions , it is easy to
communicate.
When there are unshared assumptions of ideas, views,
values & opinions , it is difficult to communicate.
Eg: It is difficult to communicate with people who have
negative attitude in life.
Overcoming Interpersonal barriers:
1) Explain the importance of message.
eg: to a student, why education is important in life & why
he has to pass in the exam.
2) Clarity in emotional expressions:
Eg: To subordinates ,when you provide instructions
to accomplish the work in accordance with
requirement.
3) Attitude of the sender & the receiver:
Eg: superiors recommending the necessary
actions & subordinates accepts this & reporting
to him.When u r doing this, be polite, friendly,
helpful and guide others when necessary.
4) Attentive listening with full concentration:
Eg: Students listening in the classroom.
5) Time your message carefully:
That is., what , where, when , how, why to say.
• Letter Components and Layout
• To give letter the right look, we need
-----structure
------layout
------form
-------punctuation
• It reflects the image of the organisation.
Objective:
• Is to achieve a definite purpose.
• Shd impress the reader.
• Shd hv the necessary built in attraction.
To achieve this, we shd pay attention to various
components of letter , its structure, to its layout, its
form and punctuation.
1) Letter head:
Most business org., use printed letterhead for
correspondence.
Experts are often engaged to design such letterheads,
esp., an eye-catching logo with which the company is
associated.
-----the full name of the company
------the address
------telephone nos
------e-mail
--------fax no
-------working schedule, etc.
common
• 3) Inside Address:
Mr. V. Kalyan
Director
Vidyalankar Institute
• address is the person to whom the letter is being
addressed to.
• If the person’s designation is knwn, it shd be used
immediately after thye name.
Uses:
• Provides handy ref.
• Helps make filing easier.
4) Salutation:
Informal:
• Dear Rohit
• My Dear Rohit
Formal:
• Respected Sir
The choice of the salutation depends upon the personal
relationship between the writer and the reader, the
purpose and nature of the letter.
Use:
It is greeting a person.
5) Subject/reference:
Uses:
•
•
•
•
Its easy to file the paper, according to the subject matter.
Eg:
Subject: Application for the post of english teacher.
Reference: With ref to ur advertisement dated 20th Aug ,
2011.
6) Body of the letter:
Contains the main idea.
Has a introduction, matter and an end.
7) Complimentary close:
Comes after the main body of the letter.
Eg:
Informal: Yours.
Formal: Yours faithfully/yours truly.
8) Signature Block:
is done below the complimentary close.
Eg:
Yours faithfully,
XYZ
General Manager.
Electronic Mail (e-mail)
• It facilitates the transmittal of messages thru the use of
computer storage, and computer inter-links, thus
avoiding postal delays. The message is simply keyed
into the system. Apart frm helping users find
information on all subjects, the internet allows them
to send messages in the form of e-mail. Besides being
cheap, it is very convenient in comparison to
transmission by post.
• It has even replaced typed memos & letters in business
& industry. In some cases, e-mails replace telephonic
conversations, saving time of the users.
• It is efficient & quick means of communication. It
overcomes the problems of inconvenience in face to
face meetings & expenses of travelling frm one place
to another.
EMPLOYMENT COMMUNICATION
It gives the process & analysis of how the organisation identifies
the job openings & find the right employees.
Adequate planning and preparation r required for the employers
& the employee to participate in the employment
communication.
Employer’s purpose is to seek information about the
candidate’s attitude , aptitude , communication skills,
commitment, creativity, motivation & temperament.
The candidate shd be able to relate his abilities to the
requirements of the job. A careful preparation for the interview
& effective participation in the interview r required to secure a
job.
Ur chance of getting interview call virtually depends
on the effectiveness of the preparation of resume &
covering letter. Ur resume is ur personal guidance
manual.
In employment communication, both the
organisation & the candidates have to play their
respective roles.
The organisation’s role is recruitment process,
screening applicants, interviewing applicants,
evaluation of the applicants.
The applicant’s role is locating job vacancies, preparing
the resume, preparation fo the interview, participation
in the interview.
• MEMO & MEMO REPORTS
•
A memo , like a letter , is a form of correspondence.
A memo is a note written for circulation for other people
within the organisation interested in what u hv to say.
The memo is usually written under pressure of time. It
ensures quick & smooth flow of information in all
directions. Since it is a record of facts & decisions , u
can refer it in future whenever u need it.
Small events, requests, telephone conversations on
official matters can be recorded in the form of memos.
Thus it serves as a reminder & maintains a permanent
record of discussions, meetings, activities, changes,
procedures or policies.
Often all copies of memos r maintained in the company’s
central file. In the event of investigation, they can be
produced as evident.
A memo is a note to remind someone of somethg, or to
issue an instruction.
The components of memo are:
1) To
2) From
3) Date
4) Subject.
The body of the memo consists of,
a) Introduction: To communicate immediately, write
lead-in sentence and provide overview stating why
And what u r writing about.
b) Discussion:
To develop content specifically, through highlighting
techniques , explaining clearly what u want to say.
c) Conclusion:
To sum up & provide complimentary close of ur action.
In general, memo shd end with a re-statement of ur
specific request or action.
Notice,Agenda and Minutes of the meeting
• NOTICE :
“Notice” in relation to meeting signifies the bringing of
knowledge of the meeting to the persons concerned.
Notice of the meeting may be oral or written or in the
form of notification issued or published in some news
media.
The notice shd be circulated to members within
reasonable time before the meeting.
The foll. Principles must be observed while sending the
notice:
• Every person concerned must be summoned or given
notice.
• The notice must contain all relevant material &
particulars relating to day, date, time place & agenda.
• The notice must be clear , precise & unambiguous.
Def: A notice is served by the secretary of the group to all
members of a specific group for holding a meeting to
facilitate exchange of ideas &interaction among the
concerned group of people.
AGENDA OF MEETING:
Agenda is a written official list of business activities to be
discussed at a meeting. It is drafted by the secretary in
consultation with the chairperson.
A copy of the agenda is normally enclosed with the notice
of meeting & to be sent to all the members to attend a
meeting. It provides the participants with the
information needed to prepare effectively for the
meeting. Usually no business shd be discussed at
a meeting, unless it is included in the agenda.
Each item in the agenda is numbered & agenda is
prepared for each meeting sparately. A scheduled
programe helps the members to avoid
meaningless & irrelevant discussions.
The common practice is “confirmation of the minutes
of the previous meeting” as the first item on every
agenda.
The last item in the agenda is usually “any other
matter with the permission of the chairperson” .
The remaining items r generally arranged in their
order of importance.
MINUTES OF MEETING:
• The official records of procedings at a meeting is
called “ MINUTES.”
It is a summarised record of discussions held &
decisions reached at a meeting.
Minutes shd report only the facts presented & the
actions taken. Personal opinions , emotional
feelings r generally not recorded.
To ensure precise & accurate record, every group
that conducts meetings shd appoint or elect a
secretary. The secretary’s task is to take notes
during the group discussions & to provide minutes.
Minutes shd be brief. The factual elements shd be
exact. Irrelevant details must be excluded.
Emphasis shd be given to such items as
responsibilities delegated to members of the group
(eg: accounts, reappointment of member) & action
that is to be taken after the meeting.
Then when a member receives his copy, he is
reminded of the duty he has to perform.This
emphasis & distribution helps in proper
functioning of the group.
In short, the minutes constitute an important record
of the organisation. They form the basis for further
action & decision in the organisation.
BROCHURES
A brochure is a small booklet or pamphlet containing
inf.,abt a specific activity.
It is a small single page, 2sided folded document
specially designed to be handed out or mailed.
They r excellent devices for communicating
condensed inf., to a targetted group.
These groups may be employees, participants of
seminars & conferences , suppliers, customers,
community-at-large, shareholdres, etc.
They r used as effective devices for advertising & r
also prepared & sent to participants of seminars &
conferences.
They contain inf., like :
Incentive schemes for employees,
Company’s bonus scheme or special feature,
Services offered,
Profits made or losses incurred,
Specifications to be met,etc.
The purpose of a well-defined brochure may be:
1) Informative: For eg., health department
brochures.
2) Educational: For eg: at educational institutions,
results & achievements, special features of
educational institutions, advertising the services.
3)Persuasive:
For eg: usually with commercial & advertising intent,
to organise a sale to encourage customers/clients.