BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Business Communication

CHAPTER 1

‘INTRODUCTION AND BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Communication refers to the transmission of information

from a sender to a receiver, via a given medium.

Two-way communication involves some kind of feedback

from the receiver back to the sender.

Definition: Communication

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

coding

Sender

feedback

message Receiver

decoding channel

Perceptual filters

Perceptual filters

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

The Business Communication Process

Communicator 1 Communicator 2

1. Senses a communication need 7. Receives the message

2. Defines the problem 8. Interprets the message

3. Searches for possible solutions 9. Decides on a response

4. Selects a course of action (message type, content, style, format, channel)

10. May send a responding message

5. Composes the message

6. Delivers the message

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Communication in the Workplace

• Not very different from regular communication process-wise

• Ranked one of the most important skills

• Communication skills crucial to success

• Not just for the organisation, but for each individual/employee

• Manager is labelled immediately as a poor leader without adequate

communications skills

– Empathy: putting yourself into someone else’s shoes

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Why Business Depends on Communication

• To produce or sell, businesses must coordinate the activities of

many groups

– Employees, suppliers, customers, legal advisors, community reps, govt.

• All coordination is made through communication

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Within businesses a huge range of information is communicated using a

range of methods e.g.

• The financial performance are communicated through formal, written

reports

• Instructions are passed through face-to-face conversations

• Orders are sent via email

• Future plans are introduced using presentation software

• Warnings are given using memos, letters, signage, images

Various Methods of Communication

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Classifying communication

• Verbal e.g. face-to-face and telephone conversations. Clear communication

may be checked straight away and body language may be used, but there is

no permanent record of the communication for future reference

• Written e.g. letters and emails. Written communications can be kept and re-

read if necessary however meaning can sometimes be misconstrued as it is

not possible to check understanding or convey any body language

• Visual/Images e.g. signs and posters. Visual communications may have

more impact than written messages.

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Main Categories of Business Communication

1. Internal-Operational Communication

– Occurs in conducting work within an organisation

2. External-Operational Communication

– Work-related communicating that a business does with people or groups

outside the business

3. Personal Communication

– Non-operational communication that employees do with colleagues or

outsiders

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Communication Networks of the Organisations

The Formal Network

The Informal Network

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Factors affecting type and amount of Communication

1. Nature of the business

2. Size and complexity

3. Geographical dispersion

4. Organisational culture

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Barriers to effective communication

1. Semantic Barriers

i. Poorly expressed

ii. Symbols or words with different meaning

iii. Faulty translation

iv. Unclarified Assumption

v. Technical Jargon

vi. Body language and gesture decoding

2. Psychological and Emotional Barriers

i. Premature evaluation

ii. Lack of attention

iii. Loss by transmission and poor retention

iv. Distrust

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

Barriers to effective communication

3. Organisational Barriers

i. Organisational policies

ii. Rules and regulations

iii. Status

iv. Complexity in organisational structure

v. Organisational facilities

4. Personal barriers

i. Barriers related to superiors

a) Fear of Challenge of authority

b) Lack of confidence in subordinates

ii. Barriers related to subordinates

a) Unwilling to communicate

b) Lack of proper incentive

Source: http://www.yourarticlelibrary.com/business-communication/4-different-types-of-barriers-to-effective-

communication/1004/

BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’

End of Chapter 1

BUS251: Mabel D'Costa (MDC)