module1bc

8/3/2019 module1bc

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BUSINESS

COMMUNICATION

MODULE – 1

INTRODUCTION

8/3/2019 module1bc


Role of CommunicationHelps us understand:-

What factors are relevant to this situation.

Objective -

What do I want to accomplish in this situation.

Approach -

Which is the Better way of doing it.

Technique -

What specific methods should I use to solve it.

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Communication Defined “Communication is interchange of thoughts , opinions,

information, by speech, writing or signs”

- Robert Anderson(Professional Selling)

“Purposive interchange, resulting in workable

understanding and agreement between the sender and

receiver of a message” - George Vardman

(Effective Communication of Ideas)

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Business CommunicationDefined

“Business communication is anycommunication used to build partnerships,

intellectual resources, to promote an idea, a

product, service, or an organization – with theobjective of creating value for your business.”

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Internal and ExternalCommunication

Business Communication encompasses ahuge body of knowledge both internal andexternal for any business.

Internal communication includescommunication of corporate vision,strategies, plans, corporate culture, sharedvalues and guiding principles, employeemotivation, cross pollination of ideas etc…

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External communication includes branding,marketing, advertising, customer relations,

public relations, media relations, business

negotiations, etc.

Whatever form it takes, the objective remainsthe same – to create a business value

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Major Classifications:- Can be classified on basis of..…..

A) number of persons/ receivers to whom message is

addressed:-

i) Intrapersonal:- talking to one’s own self. E.g. Dramatic works.

ii) Interpersonal :- exchange of messages between two

persons.

E.g. conversation, dialogue, an interview, some other cases like… an author, a letter etc.

iii) Group:- Can be among small groups like organization,

club, class rooms where all individuals retain their

individual identity.

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iv) Mass:- occurs when the message is sent to large groupsof people

E.g. news paper, radio, T.V etc.

B) On basis of medium employed……

i) Verbal:- means communicating with words, written or spoken

ii) Non verbal :- includes using of pictures signs, gestures

and facial expressions for exchanging information between

persons E.g. personal space, touch, eyes, sense of smell and time.

iii) Meta communication:- the speaker’s choice of words

unintentionally communicates something more than what

the actual words state.

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Purpose of communication

We generally communicate to : Inform – directed by desire to expose, develop,

and explain the subject E.g. A simple statement intending to convey the

information like an ad on face creams etc.

Persuade – the focus is on the receiver and notthe message

E.g. Home loans ad by banks.

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The purpose of communication is to get your

message across to others clearly andunambiguously.

Doing this involves effort from both thesender of the message and the receiver. And

it's a process that can be fraught with error,with messages often misinterpreted by therecipient. When this isn't detected, it cancause tremendous confusion, wasted effort

and missed opportunity.

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Process of communication

The Linear Model:-

Involves 5 basic questions – who?, says what?, on

which channel?, to whom?, with what effect?

One way process Intended to control and manipulate the receiver.

Assumptions that no distortions while the message

passes

sender media receiver action

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Shannon Weaver Model :-

First to point that messages can change or be blocked Brought in the concept of noise

Introduced feedback as corrective to noise which may again not

be an integral part of communication process

Viewed as another act of communication

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Two Way Communication Process:-

Concept is more contemporary

Receiver also acts as sender of feedback to complete the

two way flow of communication

Also known as transactional communication

receiver

message transmitter

Communicationsymbols

Communicationchannel

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Common Problems in Two waycommunication:

No perceived benefit to the audience

Noise, disturbances-hard to hold attention

Variations in listening skills

Complexity of subject matter/message

Time restraints

Personal biases, hostility Responding to difficult questions

Sidestepping sensitive issues

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Barriers to Communication

Noise

Selective perceptions Filtering

Information overload

Loss by transmission

Poor retention

Poor listening

Emotions

Lack of planning

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Unclarified assumptions

Semantic problems

Cultural barriers

Socio psychological barriers

Goal conflicts Offensive style

Time and distance

Abstracting

Slanting

Inferring

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Characteristics of successfulcommunication

Candidness

Clarity Completeness

Conciseness

Concreteness Correctness

Courtesy

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Importance of communication in

management

Communication skills constitute an important

aspect of effective management. Some important functions of managing are -

forecasting , planning , organizing, instructing,

coordinating, controlling.

Communication is the system by which these

operations are led and coordinated and the

results fed back

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Need for communication in management :-

(Advantages)

To increase job performance and effectiveness

To promote employee commitment

To effect changes smoothly

Inform and persuade employees regarding

certain decisions and reasons behind.

To help understand role of an individual in anorganization

To update employees information about the

developmental activities

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Reasons facilitating need for corporate

communication:-

Size of an organization

New developments in IT

The concept of human capital

Need to learn corporate etiquette - how to greet,

shake hands, dress for success, listen

converse with seniors, clients, ladies etc… Hence the need for man power

equipped with these skills are necessary.

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Why managers need communication skills

To perform the following roles-

Interpersonal role Informational role

Decisional role

All these functions are performed

with the knowledge of human needs

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Communication structure in an

organization

Vertical -Board of directors

Managing directors

Senior mgmt

Middle mgmt

Senior spvsr

Line managers

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Communication can be divided into two types:

I) Formal:

a) Line relationship-

Line of authority sets down the

path of communication ( general indication can

be “through proper channel” etc..)

b) Functional Relationship-

Occurs when departments informwork and related organizational matters to each

other

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c) Staff relationship:-

Supports line management, marketing, and

production. For e.g. communication relating to

personnel, public relations, administration etc.

II) Informal :-

Usually flows through ----

Chat :- Grapevine:- can be attributed to a reliable source

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Merits of informal communication:-

Uniting force

Speed

Creation of ideas

Good personal relations

Limitations:

Rumors

Inadequacy

Changing interpretations

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Crisis Communication

“A crisis is unpredictablebut not unexpected”

- Timothy Combs

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Communication incrisis Definition of a Crisis

Any situation that…

Threatens the operations of an organization

Negatively impacts the reputation of an organization

Affects the lives of beneficiaries, employees or other stakeholders

Can be a natural or man-made disaster

Weather-related, terrorist attacks, arson, IT theft, etc.

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Overview

Pre-crisis

•Scanning

•Assessing situation

•Designing Tools &Systems

•Monitoring

Crisis

•Detecting

•Containing

•Recovering

Post - Crisis

•Following -up

•Shaping

memories

•Assessing

effectiveness

Learning

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Nature of Crises

Incident is brief, but its impact isdevastating

Long recovery periods

Response involves: Reputation repair/communication

Disaster recovery

Continuation of business operations

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Pre-crisis Planning

Objective - prevent or lessen thenegative outcomes of a crisis and therebyprotect the organization, stakeholders,and/or industry from damage

$ loss reputation loss

identity altered

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Scanning

Definition - Looking out for potentialsources of crises

Industry-wide issue analysis

Organization specific issue analysis

Risk assessment (“implicit issues”

Stakeholder relationships

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Issue Sources Newspapers

Business Magazines

TV News

Trade Journals Public Opinion Polls

Medical/ScienceJournals

On-line (web

pages, newsgroups,etc.

Risk Assessment Sources Safety/accident records

Ethical climate surveys

Financial audits

Liability exposure Workers Comp.

Product tampering

Risk audits (70-80%)

Sexual harassment exposure

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Assessing situation

Evaluate issues in two dimensions

likelihood impact

Evaluate risks with risk mgt. grid

Evaluate relational threats Power(Leverage)

Legitimacy (Value driven)

Willingness (Desire for action)

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Designing Tools &Systems

Select Crisis Management Team Select Spokespersons

Develop Crisis Management Plan

Prepare Crisis Communication System

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Crisis Communication Mission

Act in a decisive and timely manner Educate those affected with accurate, up-to-

date information (Proactive Approach)

Involve senior management

Manage reputation of organization

Establish Crisis Communication Team

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