Business communication module 1 - Kerala University

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Unit I Nature and purpose of communication; Process and Elements - Classification of communication - intrapersonal, interpersonal, written, verbal, non verbal, visual etc; Barriers to communication; Principles of effective communication; Business communication - Role, Importance, types; Deductive & inductive logic.



2. Introduction Communication - derived from the Latin . Communis means common. Human beings are poor in communication. No common form for communication. But through learning & practicing can improve competency. 3. We communicate to : (a) inform (b) persuade. To Inform : Focus is the subject of the communication. Called : Expository Communication - desire to expose ,develop & explain the subject. To Persuade: Focus is on the receiver. Wants the receiver /reader to understand the message and to be influenced by it. The Purpose of Communication 4. A natural human activity of all humans, which is to convey opinions, feelings, information and ideas to others through words (written or spoken), body language or signs. An act of sharing ones ideas, emotions, attitudes, perceptions etc with another person or group of persons through words (written or spoken), gestures, signals, signs, or other models of transmitting images. Communication 5. One way process flow of information from a sender to a receiver. Process of Communication Sender Media ReceiverMessage Message Feedback 6. Process of Communication Information Source Encoding Decoding DestinationChannel Noise Feedback 7. Sender The person who transmits or spreads a message. Operates an electronic device Encoding Changing the message into symbols. Symbols : words, gestures, pictorials, signs etc Channel Medium that facilities the sending of the message. Channel : Oral. Written, audio- visuals etc. Receiver Targeted audience of the message. Tries to understand, interprets, & tries to perceive the total meaning of the message. Continues Elements of Communication 8. Decoding Act of translating symbols into meaningful message. Acting Receiver act in a desired manner. Shows how he/she understood the message. Feedback Loop Helps the sender to know if there is any corrections or changes to be made in the proposed actions Elements of Communication 9. Classification of Communication Communication basis of the medium employed Verbal Communication Communicating with words, written or spoken. Includes speaking, listening, writing, reading & thinking Non-verbal Communication Use of pictures, signs, gestures & facial expressions. Meta Communication When the speakers choice of words unintentionally communicate something more than what the words themselves state 10. Classification of Communication Communication based on No: of persons receiving Intrapersonal Communication Talking to oneself in ones own mind. Interpersonal Communication Exchange of message between two persons Group Communication Among small or large group in which all individual retain their identity. E.g. Classroom Mass Communication A message is sent to large group. No opportunity of feedback. E.g. by newspaper, TV, Radio etc 11. Classification of Communication Non Verbal Communication Visual Communication Usage of charts, maps, graphs, posters ,signs & signals for communication. Aural Communication Pertaining to hearing or the ear Usage of Bell ,Whistle, Horn, Siren for communication Kinesics Behaviour related to movement, either of any part of the body or the body as a whole Usage of Posture, Smile, Arm position, Handshake, Eye contact, Walking style 12. Barrier something non-physical that keeps people apart or prevents activity, movement and so on. Barriers of Communication Barrier attributable to the sender Lack of planning Poor choice of words Different perceptions of reality Wrong choice of channel Vagueness about the purpose of communication and objectives to be achieved. Information overload Emotions Offensive style 13. Barriers of Communication Barrier attributable to the receiver Poor listening skills Inattention Different perceptions of reality Mistrust .Bias Lack of trust Premature Evaluation Lack of interest Attitudinal clash with the sender. 14. Other Common Barriers of Communication Physical Barriers Noise, Distractions, Inadequate listening, lack of knowledge. Personal or Psychological Barriers Social and cultural values Judgments Emotions Semantic Barriers Barriers that arise from the symbolic systems used for communication - ie; words ,pictures & actions. 15. The communication can be considered successful when : The message is properly understood. The purpose of sender is fulfilled. The sender & the receiver remain linked through feedback. Rule of Five : Five receiver step for successful communication : Receive Understand Accept Use Give feedback Effective Communication 16. 7 Cs of Communication Candidness Speakers self confidence Clarity use Clear, accurate, familiar words Completeness Communicate whatever necessary, answer all the questions Conciseness Communicate in brief and be able to say whatever we have to say in minimum words Concreteness Being specific Correctness Avoiding grammatical errors Courtesy Maintaining proper manners & conduct Eg : Saying Thank you, please, sincerely apologize 17. All messages that we send and receive for official purpose like running a business, managing an organization, conducting the formal affairs of a voluntary organization and so on. Internal Communication : When people within the organization communicate. External Communication : when people in the organization communicate with anyone outside the organization Business Communication Types of Business Communication 18. The success of any business to a large extent depends on efficient and effective communication. No business can develop in the absence of effective communication system. Communication takes place among business entities, in market and market places, within organizations and between various group of employees, owners and employees, buyers and sellers, service providers and customers, sales persons and prospects and also between people within the organization and the press Role of Communication in Business 19. Purpose of Business Communication For Instruction For information For Evaluation For DirectionFor Teaching For Influencing For Employee Orientation