Business Business Communication Communication

DefinitionDefinition• “Communication,” which is

etymologically related to both “communion” and “community,” comes from the Latin communicare, which means “to make common” or “to share.”

• DeVito (1986) expanded on this, writing that communication is “the process or act of transmitting a message from a sender to a receiver, through a channel and with the interference of noise”

Definition of Definition of CommunicationCommunication

The process of creating and exchanging meaning through symbolic interaction.

◦ As a process communication constantly moves and changes. It does not stand still.

◦ Meaning involves thoughts, ideas, and understandings shared by communicators.

◦ Symbolic means that we rely on words and nonverbal behaviors to communicate meaning and feelings.

Definition of Definition of CommunicationCommunication

Communication is the process of sharing our ideas, thoughts, feelings and values with other people and having those ideas, thoughts, feelings and values understood by the people we are communicating with in the same sense.

Features of Features of CommunicationCommunication

Two way communicationInformation sharing and understanding

Verbal and non-verbalCircular flowGoal orientedContinuous process

Features of Features of CommunicationCommunication

Pervasive activityTransactionalComplexUnavoidableLearned

The Communication The Communication ProcessProcess

The Communication The Communication ProcessProcess

Sender

Channel

Receiver

Feedback

Channel

Encoding

Decoding

MessageNoise

Barrier

The Communication The Communication ProcessProcess

Components of Components of CommunicationCommunicationSender or CommunicatorEncoding of MessageCommunication ChannelReceiverDecodingFeedbackNoiseBarrier

Objectives of Objectives of CommunicationCommunication

Exchange of InformationIssue of Orders and InstructionsAdvice & CounsellingPersuasionSuggestion EducationMotivation Raising MoraleWarning

Need For Need For CommunicationCommunication

Giant Organization(Large Business Houses)

Global Business EnvironmentTechnological AdvancementTimely InformationNeed for Better Human Relations

Better Public Relations.

Importance of Importance of CommunicationCommunication

Facilitates PlanningBasis in Decision-makingAchieves Effective Co-ordinationFacilitates Better AdministrationCreation of Mutual Trust & Confidence. Motivation Of EmployeesBuilding Employees MoraleBinding ForceFacilitates Effective Control.

COMMUNICATION COMMUNICATION NETWORKSNETWORKS

CHAIN NETWORK WHEEL/Y NETWORK CIRCULAR NETWORK FREE FLOW NETWORK/All CHANNELSKITE NETWORK SLASH NETWORK

Downward communication

DIRECTION/FLOW OF DIRECTION/FLOW OF COMMUNICATIONCOMMUNICATION

Downward communication represents flow of information from top level to lower levels of the organisation.

Modes of Downward Communication

Handbooks & Pamphlets Posters & Bulletins House Journal, Direct mail, Annual Reports, Special Meetings

MERITS OF DOWNWARD COMMUNICATIONMERITS OF DOWNWARD COMMUNICATION

Mission and Goals Plans and Policies Duty and Authority Job satisfaction

DEMERITS OF DOWNWARD DEMERITS OF DOWNWARD COMMUNICATIONCOMMUNICATION

Distortion Incomplete information. Time consuming Filtration of Information

UPWARD UPWARD COMMUNICATIONCOMMUNICATIONIt signifies the flow of

communication from the lower level to upper level.

Media of upward communication are ◦suggestion system, ◦Grievance procedure, ◦Open-door policy, ◦Questionnaires, ◦Ombudsperson.

MERITS OF UPWARD MERITS OF UPWARD COMMUNICATIONCOMMUNICATION

Feedback Creative ideas Better relations Overcomes resistance to change Increased motivation

DEMERITS OF UPWARD DEMERITS OF UPWARD COMMUNICATIONCOMMUNICATION

Fears and Apprehensions. Filtration Time consuming Inattention by superiors Low

Morale

HORIZONTAL COMMUNICATIONHORIZONTAL COMMUNICATION

It refers to transmission of information among persons of the same level and status.

Objectives ◦To coordinate ◦Solve problems ◦Resolve conflicts ◦Exchange information ◦Promote social relations

DIAGONAL COMMUNICATIONDIAGONAL COMMUNICATIONDiagonal communication cuts

across different functions and levels in an organisation.

LATERAL LATERAL COMMUNICATIONCOMMUNICATION

FeedbackFeedbackWhat:Comments in the form of opinions about or

reactions to somethingFeedback can be a desire action, an oral or written

message, or simply a silence. It is the most important part of communication process.

Why:To initiate and improve communicationTo evaluate or modify a process or productTo enable improvements to be madeTo provide useful information for future decisions

and development

FEEDBACKFEEDBACK

PurposeTypes ImportanceDeveloping Feedback Skills

PURPOSE OF FEEDBACKPURPOSE OF FEEDBACK

To provide the information about the work to be done.

To facilitate understandingTo tell subordinates about their

performanceTo give specific directionsTo give information about

organizational procedure and practices

Types of Types of FEEDBACKFEEDBACK

Self FeedbackListener’s FeedbackPositive FeedbackNegative Feedback

IMPORTANCE OF IMPORTANCE OF FEEDBACKFEEDBACK

Confirmation of TransmissionSeeking Solution to ProblemIdentification of Change RequiredBetter UnderstandingBetter PlanningOverall CoordinationPsychological SatisfactionHigher ProductivityDevelopment of Employees

Nature of FeedbackNature of FeedbackPersonal Element

Observation

Detailed and Specific

Tone

Approach

Means of CommunicationMeans of Communication

Media of Communication

Nonverbal Communication

Verbal Communication

Written

Oral

Means of CommunicationMeans of CommunicationMedia of Communication

Nonverbal Communication

Verbal Communication

Visual Sign

Body Language/ movements

Sign Language

Audio Sign

Object Language

Clothes

Pictures

Means of CommunicationMeans of CommunicationMeans of Communication

Non-Verbal Communication

Body Language/ movements Kinesics ( facial expressions, postures & gestures) Oculesics (Role of eye contact) Haptics (Study of touching) Proxemics (Study of measurable distance between people as they interact) Chronemics (Study of use of time)

Paralinguistics (Study of variations in pitch, speed, volume, and pauses to convey meaning)

Physical Appearance Your physical appearance always contributes towards how people perceive you. Neatly combed hair, ironed clothes and a lively smile will always carry more weight than words.

Point of Difference Written Business communication Oral Business communication

Feedback Immediate feedbacks is not required In case of oral communication we need immediate feedback.

Evidence Written message are kept as record, thus they can be used as evidence.

As no record is maintained for oral communication it cannot be used as evidence.

Easy acceptance In compression to oral communication has lack of directness.

On the other hand oral message are easily acceptable.

Directness or directapproach

In most of the cases written communication has lack of directness.

It takes place in a face to face or direct situation.

Barriers Written communication need to overcome more barriers than oral communication.

It faces less barriers than written communication.

Audience size The audience size of written communication is large and geographically scattered.

Audience size is comparatively small.

cost It is more costly than oral communication.

It is less costly than written communication.

Knowledge level In case of written communication minimum level of knowledge and literacy is required.

Even illiterate people can participate in oral communication.

Few Questions: Few Questions: What is communication? Discuss its

elements in detail.Give a detailed account of FEEDBACK

in Communication.What are the advantages and

disadvantages of different channels of communication?

Discuss the various means of communication.

BibliographyBibliography

Business Communication by K.K.Sinha

Business Communication Concepts and Skills by T.N.Chhabra

Essentials of Business Communication by Rajendra Pal and J.S.Korlahalli

Thank You and Have

A Nice Day