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Business Communication Objectives Communication is the way management gets its job done Good managers are usually good communicators
Executives in the present day business world are not only highly skilled but also more articulate than any other professional
Business communication will explain management communication concepts and dimension
Objective
Assist in improving communication skills-Receptive skills(listening and reading)-Expressive skills(speaking and writing)Methodology -Role play -Cases & Lectures -Individual exercises -Group exercisesEvaluation of PerformanceGroup exercises & presentation /cases/tests -40%Class attendance -10%Exam -50%
Class Contribution
The distinguishing feature of truly great managers of human resources is the willingness and ability to be an advocate for an organization’s people and for human resource practices that benefit both the people and the organization.
During your career, you will encounter many individuals who think that organizations can obtain sustainable, long-term success through the latest technology, financial wizardry, or marketing techniques and that how people are managed has little impact on organizational performance.
You will need to be able to convince others that investing in sound human resource management practices makes economic sense. This will not be an easy task; it will require technical knowledge combined with excellent communication, persuasion, and negotiation skills..
Class Contribution
Our class is a laboratory where you can practice convincing your peers of the value of your ideas. Your participation in class discussions will count for 10% of your final grade.
Clearly, you must participate in class if you are going to share your ideas with others. However, there is no need to speak in every class session. Some of the best contributors participate less often than the most active speakers.
Though less vocal, their thoughts are truly insightful and persuasive. Thus, the issue is one primarily of quality, not quantity.
Contd After every class session, I will assess your contribution to the class. In
assessing your class participation, I will address the following questions: Is this person an excellent listener? Does this person make points that are relevant to this discussion and,
where appropriate, linked to the comments of others? Does this person distinguish among different types of data – facts from a
case) or do this person’s comments add value and new insight? Does this person distinguish among different types of data – facts,
opinions, personal beliefs or value statements, theoretical concepts, etc? Is this person willing to test new ideas or are all comments “safe” (e.g.,
minor elaborations on the comments of others)? Is this person able to bring together several ideas and summarize what
we have learned in the discussion so far? Does this person raise great questions that expand the scope of our
discussions?
ContdOutstanding participant. In-class contributions reflect
excellent preparation and thorough knowledge of relevant readings and cases. Ideas offered are always substantive and provide one or more major insights as well as direction for the class. Arguments are well-supported, persuasively presented, and reveal that this person is an excellent listener. Comments help others move their thinking to a higher plane. If this person were not a member of our class, the quality of our discussions would be greatly diminished.
ContdGood participant. In-class contributions reflect thorough
preparation. Ideas offered are usually substantive and provide good insights and sometimes direction for the class. Arguments are usually well-supported and often persuasive and reveal that this person is a good listener. Comments usually help others improve their thinking. If this person were not a member of the class, the quality of our discussions would be diminished.
ContdAdequate participant. Contributions reflect satisfactory
preparation. Ideas offered sometimes provide useful insights but seldom offer a major new direction for discussion. Supporting arguments are moderately persuasive. Comments occasionally enhance the learning of others and indicate that this person is usually, but not always, listening to others if this person were not a member of the class, the quality of our discussions would be diminished somewhat.
ContdUnsatisfactory participant. Contributions reflect inadequate
preparation. Lack of know ledge of fundamental case facts and/or key ideas from the readings. Ideas offered are seldom important, often irrelevant, and do not provide insights or constructive direction for the class. Integrative comments and higher order thinking are absent. This person does very little to further the thinking and potential contributions of others. If this person were not a member of the class, the quality of our discussion would be improved.
Non-participant. This person has said little or nothing in class
and so has not contributed anything. This person is a free-rider because he or she has benefited from the thinking and courage of peers but has offered little in return. If this person were not a member of the class, the quality of our discussion would be unchanged.
ContdYou will receive maximum (10%) if your contributions are
good or outstanding on most days.You will receive 8% if your contributions are adequate or
good on most days.You will receive 6% if your contributions are adequate on
most days but rarely going beyond that. If your participation is consistently below adequate levels
you will receive between 0 and 5%.
Meaning
The word communication originates from the Latin
word “communis”, which means “common”
The word business stands for any economic activity
which is undertaken with a view to earn profit and the
communication undertaken in the process of this
activity is termed as "business communication.
Communication - Meaning
Communication is a dynamic process…
Through this process we convey a thought or feeling to someone else.
How communication is received depends on a set of events, stimuli, that person is exposed to.
How you say what you say plays an important role in communication.
Hearing
Seeing
Smell
Touch
Taste
TOTAL COMMUNICATION PROCESS
Reading16%
Writing9% Speaking
30%
Listening45%
NATURE OF COMMUNICATION
i. It is a process
ii. It is inevitable
iii. Meaning based
iv. Communication could be intentional and
unintentional
v. Communication is systematic
vi. A two–way traffic
vii. Communication is a social process
viii. A dynamic process
ix. Continuous process
x. Communication involves interaction and transaction
Cont….
xi. It is spiraling process
xii. It is contextual
xiii. Needs proper understanding
xiv. Leads achievement of the organizational
objective
xv. Dispels misunderstanding
xvi. It has four specific skills
xvii. It is all pervasive
xviii. It shares thoughts and ideas, which produce
response
xix. It is the life blood of the business:
CLASSIFICATION OF COMMUNICATION(TYPES OF
COMMUNICATION)
Communication is classified according to the number of
persons (receivers) to whom the message is addressed:
Intrapersonal communication
Interpersonal Communication
Group communication
Mass communication
Communication can also be classified on the basis of
the medium employed(Forms of communication)
Verbal Communication
Non-verbal communication
Meta communication
PROCESS OF COMMUNICATION
The process of communication involves two or more
persons participating through a medium that carries
the information or message for a particular purpose
which is mutually understood by both the sender and
receiver. Only when these conditions are fulfilled, a
significant communicative situation will take shape
Elements of the Communication Process
For the communication process to materialize, it is
essential that the basic elements of communication be
identified. These elements are:
1. Sender/Encoder/Speaker
2. Receiver/Decoder/Listener
3. Message
4. Medium(Channel)
5. Feedback
6. Context or setting
7. Noise or interference
Process of Communication
Different scholars have viewed the communication process differently and have therefore developed different models.
There is no disparity as far as the essential components –functions –nature are concerned. Communication is an interactive process
The process of communication is dynamic and interactive
Interaction can be direct or indirectAs communication occurs the sender and receiver interact
by sending (encoding) and receiving (decoding)messages
Receiver
“understands”
message
Receiver
“understands”
message
Sender
has
idea
Sender
has
idea
Possible additional
feedback to
receiver
Possible additional
feedback to
receiver
Sender
encodes
message
Sender
encodes
message
Receiver
decodes
message
Receiver
decodes
message
Channel carries message
Feedback
travels to
senderNOISE
NOISE
The Process of Communication
How may the sender encode a message?
Verbally or nonverbally. By speaking, writing, gesturing.
What kinds of channels carry messages?
Letters, e-mail, memos, blog, Blackberry, TV, telephone, voice, body. Others?
How does a receiver decode a message?
Hearing, reading, observing.
When is communication successful? When a message is understood as the sender intended it to be.
How can a communicator provide for feedback?
Ask questions, watch responses, don’t dominate the exchange.
The communication processCommunication begins with the sender
SENDER
RECEIVER
MESSAGE
FEEDBACK
Self –conceptFamilyCultureSkillsFeelingsAttitudesValues
Self –conceptFamily CultureSkillsFeelingsAttitudesValues
CHANNELTelevision,telephone,speaking,writing,computer
Interference
CONTEXTEnvironment, status,time
The communication process
Communication begins with the sender
Senders are individuals who react to situations from a unique vantage point
- interpreting ideas and filtering experiences through their own perception, based on the background of accumulated
attitudes, experiences, skills, cultural conditioning and individual differences
that influences how they communicate.• Sender encodes an idea or feeling in words or signs
that the receiver will recognise and transmit this message to the receiver.
Process of Communication
MESSAGE -The message connects the sender to the receiverThe message is the idea or feeling transmitted from
the sender to the receiver to achieve understanding It makes a connection between sender and receiver
The communication Process THE RECEIVER The receiver decodes or interprets the message to achieve
understanding
In doing this the receiver is also acting as an individual from a unique vantage point
-Interpreting the idea according to a particular personal perception of the message
This perception is the result of the receiver’s unique background of experiences, beliefs, concerns and many other factors
The communication Process PERCEPTION Since perception has a significant influence on
communication, it is useful to look closely at it
The way a message is perceived by the sender may be quite different from the way the receiver perceives the message
Perception is the way people understand or give meaning to their environment
Perception and interpretation of the same message vary between people(why?)
The communication Process• Why perception vary?• This is because individual perception is influenced by experience attitudes and beliefs and a range of acquired skills or expectations
For example- one person may conceive colour blue as cool,peaceful,comforting while another person perceives it as old fashioned and formal
Context /setting of the communication also affects perception(calming & relaxing/intimidating in its formality on another)
Specific meaning is also influenced by past experience
The communication process Perception is often compared with a pair of spectacles,
through which we process all the signals received from others
The glasses place a focus on what we see, hear and understand and influence the way we react to the message
The particular colour and focus of a message are affected by the pair of glasses worn
The glasses may distort the picture
The communication process FEEDBACK Feedback is an essential part of successful interpersonal
communication
It is the receivers response to the sender’s message
Feedback can be intentional or unintentional Feedback: Provides continuity in the communication Indicates effective understanding or misunderstanding of
the message Stimulates further communication and discussion
The communication process FEEDBACK Both sender and receiver need feedback
As you communicate, check with your receivers to establish that their understanding of the message is correct
Ask the receiver to rephrase what has been said and acknowledge your agreement or disagreement
It is important to the speaker to determine how the message is being received and helps receivers understand how their behaviour affects others
The communication process Feedback can help or hinder your communication and the
climate you create In the work place most people communicate face- to- face
with their leaders, supervisors and colleagues -the ability to provide appropriate feedback can assist the
development of effective working relationships - development of productivity of the business
The communication processCOMMUNICATION CHANNEL• The channel is the vehicle of the message
• A communication channel is the means or technique used to signal or convey a message
• For example-a conversation, letter, telephone call, radio or television program
• Choose a channel that suits your communication purpose ,your needs as the sender of the message and the needs of the receiver
• The flow of communication moves through the organisation along different lines or channels of communication(horizontal/vertical)
The communication process• CONTEXT• Context affects the message
• Context is the situation or setting within which communication takes place
• The circumstances that surround a particular piece of communication
• Context plays an important part in how a message is encoded and decoded
• The same message can have a completely different meaning depending on the situations
• Why? Since emotions and reactions to ideas and events vary in different situation
The communication process Context• Same message can have a completely different meaning -For example, communication at a conference ,in the lunch
room ,at a formal meeting or in the office is taking place in different settings
-It may use different language, relationships and authority to achieve the different communication purpose in each situation
The communication process
Noise Noise is any disturbance that obscures reduces or confuses
the clarity or quality of the message being transmitted It is any interference that takes place between the sender
and the receiver. This is why we generally identify any communication problem that can’t be fully explained as “noise”
To overcome the noise barrier one should identify the source it may be
(1) Physical noise(2)Physiological noise (3) Psychological
noise
The communication process Physical noise :- External factors that distract
communication fall under this category -Everyday examples of physical noise /a loud motorbike
roaring down the road while you are trying to hold a conversation
-Your little brother standing in front of the TV set -mist on the inside of the car/smudges on a printed page -We are fairly good at avoiding this physical noise HOW? Shout Clout
The communication process Physiological Noise:- Hearing disorders fall into this
category-illness and disabilities that make it difficult to send or receive messages
Example- It is hard to pay attention when one is recovering from late night study session or has the flu
Psychological noise:-It consists of forces within sender or receiver that interfere with the understanding
-Egotism, defensiveness, hostility,preoccupation,fear, different perception(will be discussing in detail under
Barriers of communication) -Once source identified(steps taken to improve
communication flow)
The communication process• NOISE• The message received is not necessarily the same as the
message sent -Something other than the intended message is received
because noise, or interference ,interrupts the intended message
-Example send a message by electronic mail to person who is afraid of technology and unable to access the computer screen
-what happens? -communication barriers will appear because of poor choice
of channel/write a memo or business letter message is easily understood and accepted
The communication process• NOISE• Noise or interference that interrupts the message or
communication flow between sender and receiver can lead to misunderstanding
-or too confused or ambiguous communication
• Communication barriers occur as a result of a misunderstanding or misinterpretation of the message
-These barriers can be caused by sender, receiver, lack of feedback, a poor choice of channel
-the wrong context or any other element in the communication model
-Even when communication barriers appear something is communicated
-the noise /interference distorts the intended message
The communication ProcessThe individual
Perception
Selfconcept
experienceexpectations
Attitudes & valuesCommunication skills
FamilyCulture
Feelings
Working of the Process of Communication
One Way Process
ONE WAY COMMUNICATION PROCESS
SENDER ENCODING MESSAGE CHANNEL
DECODING RECEIVER
Two Way Process
Encoding
Idea Sender
Decoding ofFeedback
Decoding Receiver
Encoding of Response
Channel
FeedbackPerceived Meaning & Internal Response
Message
The communication processmodel
SENDER
An individual has an idea to communicate
SENDER
The idea is encoded
Individuals encode ideas according to their own unique perceptions
Perception Self-concept
Family
Culture
Skills
Feelings
Attitudes
Values
SENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues
RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues
To a receiver who decodes it according to different individual perceptionsceptions
MESSAGE
SENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues
RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues
MESSAGE
FEEDBACK
Feedback helps to ensure that the messagereceived has been decoded correctly
SENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues FEEDBACK
MESSAGE
CONTEXT
CHANNEL
Context - the situation, environment or circumstances of the communication
RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues
SENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues FEEDBACK
MESSAGE
CONTEXT
CHANNEL
Interference changes or distorts the message
INTERFERENCE
RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues
CHANNELSENDERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues
RECEIVERSelf-conceptFamilyCultureSkillsFeelingsAttitudesValues
FEEDBACK
MESSAGE
INTERFERENCE
MESSAGEMESSAGE
FEEDBACKFEEDBACK
CONTEXT
OBJECTIVES/PURPOSE OF COMMUNICATION
The objectives of business communication would include the
following:
To inform
To persuade
To educate
To train
To motivate
To integrate
To relate
To entertain
SCOPE OF COMMUNICATION
Communication has unlimited scope which can be understood under
two broad headings:
1. External dimension
2. Internal dimension
In addition to external and internal dimensions, the scope of
communication can be further expanded to include:
Oral and non-verbal communication.
Interpersonal, intrapersonal and mass communication.
Human communication.
Reading, writing, speaking and listening.
FUNCTIONS OF COMMUNICATION Information sharing
Feedback
Influence
Problem solving
Assists in decision making
Facilitating change
Group building
Gate keeping
Conveying the right message
Helps in co-ordination of effortCont…
Good industrial relations
Development of managerial skills
Ensuring effectiveness of policies
Motivating people Performance feedback
Job instruction
Controlling people
Spreading rumours
Emotive function
EVALUATION OF COMMUNICATION
EFFECTIVENESS
Communication effectiveness can be examined in relation to the
following criteria:
i. Fidelity of communication
ii. Economy
iii. Congruence
iv. Influence
v. Relationship building
COMMUNICATION
7% WORDSWords are only labels and the listeners put their
own interpretation on speakers words38% PARALINGUISTIC
The way in which something is said - the accent, tone and voice modulation is important to the listener.
55% BODY LANGUAGEWhat a speaker looks like while delivering a
message affects the listener’s understanding most.
TYPES OF BODY LANGUAGERemember that you are dealing with “PEOPLE”
(P)OSTURES & GESTURESHow do you use hand gestures? Stance?
(E)YE CONTACTHow’s your “Lighthouse”?
(O)RIENTATIONHow do you position yourself?
(P)RESENTATIONHow do you deliver your message?
(L)OOKSAre your looks, appearance, dress important?
(E)PRESSIONS OF EMOTIONAre you using facial expressions to express emotion?
ORGANIZATIONAL COMMUNICATION
The communication system serves as the vehicle by which an
organization is embedded in its environment. It keeps the members
of the organization informed about the internal and external
happenings which are relevant and of interest to the organization.
Information to be Communicated in an Organization
Broadly, all business communications can be divided into five types
of informations:
Statutory information
Regular work-situation
Major policy or operational change information
Information bulletin
Communication by expectancyCont….
Cont….
Importance of Communication in Management
Management as a discipline includes every conceivable form of
communications.
Some Important Functions of Managing
Forecasting
Planning
Organizing
Instructing
Co-ordinating
Controlling
Communication Needs in Different Jobs
Job Title Communication Skills
Secretary
Proficient and writing skills.
Finance Associate/Finance Ability to communicate clearly to client and others.
Product Manager Develop and communicate product strategies.
Sales Representative Excellent oral communication, follow up skills and ability to draft
proposals.
Personnel Manager General knowledge of proposal preparation: good oral/ written
communication skills.
Production Manager Ability to write and read, listening to grievances, ability to conduct
interviews.
Contracts Administrator Ability to communicate precisely to employees working under his
supervision.
Ch. 1-61
Business Communication
Today’s Communication
Challenges
Ch. 1-62
Trends in the New Workplace Flattened management hierarchies
More participatory management
Increased emphasis on self-directed work and teams
Heightened global competition
Innovative communication technologies
New work environments
Move to knowledge economy
ACTIVITY• Try not to communicate for two hours in your home/hostel -see what kind of messages your people/friends get from
you
• Watch a discussion program on TV and observe it with respect to the different elements of communication process
