Business communication module 1

Business Communication

04/01/15 IAME, Bangalore 1



Managerial Communication Process Objectives of Communication Principles of Communication Forms of Communication Types of Communication Channels of Communication Communication in Organizations Barriers to Communication Guidelines to overcome the barriers

Module 1



WHAT IS COMMUNICATION?

Communication is a process of transmitting and receiving verbal and non-verbal messages.

Communication is considered effective when it achieves the desired reaction or response from the receiver.

Communication is a two way process of exchanging ideas or information.



The Process –

Communication is a process that involves a sender who encodes and sends the message, which is then carried via the communication channel to the receiver where the receiver decodes the message, processes the information and sends an appropriate reply via the same communication channel.


The Communication Process

Sender has an idea

Sender encodes the idea

Sender transmits the message


Receiver gets the message

Receiver decodes the message

Receiver sends feedback


Message

MediumVerbal, non verbal

(printed word, sound)

Receiver –Encoder(Experiences,

attitudes, Skills) perception, idea

decoding, Interpretation

FeedbackVerbal, non verbal

Sender-Encoder(Experiences ,

attitudes , skills)Perception, idea

encoding. Interpretation

Stimuli

A Communication Model




The Communication Process



Linear Communication Model



To Be Understood

To Be Accepted

To Get Something Done

To Understand Others

Objectives of Communication


Purposes for Business Communication

Provide factual information

Inform readers about or provide information

Clarify and condense information

State precise responsibilities

Persuade and make recommendations




Types of Communication

Formal

The sharing of messages regarding the official work of the organization.

Informal

The sharing of unofficial messages, ones that go beyond the organization’s formal activities.



Types of Communication based on style and purpose

Formal Communication

• Straightforward• Official • Always precise and stringent. • (Memos, corporate letters, conferences etc.)

Informal Communication

• Unrestrained• No rigid rules or guidelines.



Every time we speak, we choose and use one of four basic communication styles:

Assertive ▪ Aggressive Passive ▪ Passive-aggressive


Communication can occur via -

Various processes Methods used Depending on the channel used The style of communication

Verbal communicationOral communicationWritten Communication

Non-verbal CommunicationIt includes overall body language of the person who is speaking (hand gestures, body posture)

Forms of Communication

Elaborated in Modules 3 and 4



Nonverbal messages communicate emotions

- Most of that communication is about emotional information, which in turn is a powerful motivator in human behaviour.

Because of nonverbal communication, you cannot not communicate -The very attempt to mask one's communication communicates something in and of itself.

Nonverbal communication is strongly related to verbal communication

Non Verbal Communication




Nonverbal communication serves many functions, when compared to verbal messages.

• It can repeat, complement, and accent spoken words.• Sometimes it can substitute for speech.

• It can regulate spoken conversation.

• It can contradict spoken words, or even deceive others.



While much nonverbal communication is universal, some factors do shape the way we express ourselves and understand others.

Posture and gesture Face and eyes Voice Touch Physical appearance and attractiveness Distance and territory Time Physical environment


70-90% communication is non-verbal

Words—objective information

Actions speak louder than words

Words conceal, actions reveal

Non-verbal—true feelings and attitudes

Central to interpersonal relationships

Leaders and managers—to create impression, manage interaction

Greater impact

Non Verbal Communication



Enhancing your communications:

Because gestures can both compliment and contradict your message, be mindful of these.

Eye contact is an important step in sending and receiving messages. Eye contact can be a signal of interest, a signal of recognition, even a sign of honesty and credibility.

Closely linked to eye contact are facial expressions, which can reflect attitudes and emotions.



Contd…

Posture can also be used to more effectively communicate your message.

Clothing is important. By dressing for your job, you show respect for the values and conventions of your organization.

Be mindful of people’s personal space when communicating. Do not invade their personal space by getting too close and do not confuse communications by trying to exchange messages from too far away.


Enhancing your communications:

Business CommunicationChannels of Communication

Communication can be split into two parts –

- the message or content

- the channel it's transmitted on( phone, mails etc.)

Communication in organizations follows paths or channels.

Communication between managers and subordinates is known as vertical communication.

This is because the information flows up or down the hierarchy.



Radio Television Newspapers Booklets Posters

Channels of Communication


Flyers/leaflets Loud speaker announcements Videos/Films Press kits Media guides Town criers



An organization is a group of people associated for business, professional, religious, social or other purposes.

Its activities require human beings to interact and react . There is an exchange of ideas, plans, rules, proposals, contracts, agreements, decision – making.

Communication in Organizations


Internal communication – Communication done in conducting work within a business Such as giving orders, assembling reports, writing emails.

External communication – work related communication with people outside the business. Such as personal selling, telephoning, advertising. Displays a company’s etiquette.

Personal Communication – Non business – related exchanges of information and feelings among people.




Upward/Downward/Lateral Communication


Finance

Marketing

Production

Board of Directors

Finance Officers

MarketingAssistants

FactoryOperatives

Internal Communication




External Communication

Effective communication to people outside the organization has an impact on its reputation and ultimately success.

(Well planned interviews, tactful replies to comments and criticisms, annual reports and image-building interviews with news media.)



Grapevine is the most widespread and commonly used

informal communication network. The grapevine exists outside the formal channels and is used by people to transmit casual, personal, and social interchanges at work. It is an expression of their natural motivation to communicate. It consists of rumours, gossip, and truthful information. Fast as compared formal communication.

Grapevine



BARRIERS TO COMMUNICATION

Language Barrier

Semantics

Attitudinal barriers

Physical barriers

Information, Data Overload




How to overcome:

Individual linguistic ability is important.

The use of difficult or inappropriate words in communication can prevent people from understanding the message.

Language Barrier and cultures represent a national barrier which is particularly important for organizations involved in overseas business.



Semantics

Relates to the different understanding and interpretations of the words we use to communicate.

eg- all over the place…

“

How to over come:

Definition of words Choice of words





Attitudinal barriers - come about as a result of problems with staff in an

organization.

By factors such as – Poor management.

Lack of consultation with employees.

Personality conflicts.

Personal attitudes of individual employees which may be due to lack of motivation or dissatisfaction at work.

Believing that people with disabilities are helpless.




Physical barriers are due to the nature of the environment.

Staff are located in different buildings or on different sites.

Likewise, poor or outdated equipment.

Staff shortages

Distractions like background noise, poor lighting or an environment which is too hot or cold can all affect people's morale and concentration, which in turn interfere with effective communication.



Information, Data overload -

Excess information is provided. Making processing and absorbing tasks very difficult. Distortion and omission are likely results.





STATUS DIFFERENCE Relationship between the sender and the receiver–

status, boss-employee, parent-child, etc.

EFFECTS OF EMOTIONS Physiological barriers may result from Individual’s

personal discomfort caused, for example ill health, poor eye sight or hearing difficulties.



Solutions to Overcome Barriers to Effective Communication



Overcoming Communication Barriers

Realize that communication is imperfect.

Improve your language, listening skills, writing skills & speaking skills.

Question your preconceptions.

Be sensitive to receiver’s point of view.




Listen to UNDERSTAND!

Use direct, simple language, or at least use language appropriate to the receiver.

Use proper channel(s). Learn to use channels well.

Learn to use supportive communication, not defensive communication.

Overcoming Communication Barriers


Achieving Effective Communication

Knowing the steps in the communication process.

Attention Understanding Acceptance Action

Using simple, repetitive language.




Using empathy. Understanding body language. Learning to receive and give feedback. Developing effective listening habits.

Achieving Effective Communication


7C’s of Effective Communication

1. Correctness Builds confidence

2. Clarity Makes comprehension easier

3. Conciseness Saves time

4. Consideration Builds trust.

5. Courtesy Improves relationships

6. Concreteness Reinforces confidence

7. Completeness Introduces stability



Correctness

• Use the right level of language• Correct use of grammar, spelling and punctuation• Accuracy in stating facts and figures

Correctness in message helps in building confidence.




Clarity

Clarity demands the use of simple language and easy sentence structure in composing the message. When there is clarity in presenting ideas, it’s easy for the receiver/decoder to grasp the meaning being conveyed by the sender/encoder.

Clarity makes comprehension easier.




Conciseness Conciseness, in a business message, can be achieved by avoiding repetition.

Using brief and to the point sentences, including relevant material.

Achieving conciseness does not mean to loose completeness of message.

A concise message saves time of both the sender and the receiver.




Consideration

Consideration demands to put oneself in the place of receiver while composing a message.

It refers to the use of “You” attitude, emphases positive pleasant facts, visualizing reader’s problems, desires, emotions and his response.

Consideration means understanding of human nature.




Courtesy

In business, almost everything starts and ends in courtesy. Courtesy means not only thinking about receiver but also valuing his feelings. Much can be achieved by using polite words and gestures, being appreciative, thoughtful, tactful, and showing respect to the receiver.

Courtesy builds goodwill.




Concreteness

Being definite, vivid and specific rather than vague, obscure and general leads to concreteness of the message. Facts and figures being presented in the message should be specific.

Concreteness reinforces confidence.





Completeness

Completeness means the message must bear all the necessary information to bring the response you desire.

The sender should answer all the questions and with facts and figures. and when desirable, go for extra details.

Completeness brings the desired response.


Business CommunicationSUMMARIZE

04/01/15IAME, Bangalore

48


End of Module 1

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Date post:	15-Jul-2015
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Business communication module 1

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