Chapter - 1 Communication in Work Place

7/28/2019 Chapter - 1 Communication in Work Place

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Business Communication

Making Connections in a Digital World

Lesikar + Flatley + Rentz

Business Communication

Communication in the Work Place


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Issues to be Discussed

The importance of communication

Media of communication

The three main categories of communicationin business

Formal and informal networks

The business communication process Basic of communication


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What is Communication?


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Effective Communication

Communication is the meaningful exchange of information throughmessages from one person or group to another.

Effective communication is the process of sending a message in such away that the message received is as close in meaning as possible tothe message intended.


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The Importance of Communication Skills asExpressed by Business Authorities

Top executives from Fortune 500 companies rate communicationsskills as the most important quality for business leaders.

--Business Section

New York Times

There may be no single thing more important in our efforts to achieve

meaningful work and fulfilling relationships than to learn and practice

the art of communication.

--Max De Pree, Author

The Art of Leadership


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Evidence of CommunicationWeakness in Business

Im surprised how so many people struggle with

communication.

--Michael Rook, Production

ManagerHewlett Packard, San

Diego, CA

The first thing the Human Resources Department didwas give me a writing book.

--Sam Reeves, IT Consultant

AMS, Denver, CO


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The former president of United States of

America Gerald Ford once told if I went back

to college again, Id concentrate two areas:

learning to write and to speak before an

audience. Nothing in life is more important

than the ability to communicate effectively.


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Importance of Communication

The word communication carries more significance than itsdictionary meaning.

Communication is related to all possible functionsplanning organizing, leading and controlling in everyorganization. Other related activities like delegation,coordination and development also require communication.

An appropriate reward system is very crucial for effectivesubordinates management. It is possible to develop such asystem only through effective communication withsubordinates.

Communication is equally important for establishingstandards, monitoring performances, and to take correctivemeasures when there is a necessity.


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An Example

A Chinese Professor Jee a senior Colonel in PeoplesLiberation Army, China puts his experience in United NationsMissions in Congo in this way - a Chinese commandingofficer had to attend a conference with force commanderwithout his interpreter because Bangladeshi Military police

on duty did not allow interpreter to go in. After attendinglong conference once he was back to unit includingprofessor other officers wanted to know the mattersdiscussed in the conference. Commanding officer repliedthem top secret issues were discussed in the conference and

should not be disseminated. After so many years issuesdiscussed in the conference still remained as top secret justbecause of language barrier.


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Basic Purposes of Business Writing

To inform To request or persuade

To build goodwill

Communication in Business


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Costs of Poor Correspondence

Wasted Time

Wasted Efforts

Lost Goodwill


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Benefits of Improving Correspondence

Better writing helps you to

Save time.

Make your efforts more effective.

Communicate your points more clearly.

Build goodwill.


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Media of Communications


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Media of Communications

Written communication

Oral communication

Visual communication

Audio visual communication

Computer based communication


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Written communication

Has to be written and transmitted in written forms

Merits:

Accurate

Precise

Permanent record/ Legaldocument

Can reach a large numberof people

Limitations:

Time consuming

Expensive

Quick clarification is notpossible


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Oral communication

Face to face conversation, telephone conversation,

radio broadcasts, interviews, group discussion,

announcement, conference, speeches etc.


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Oral communication

Merits:

Saves time & money More forceful

Conveys shades ofmeaning

Immediate feedback &clarification

More effective withgroups

Limitations:

Difficult for distancepeople

Unsuitable for lengthymessages

Messages cannot beretained for long

No legal validity


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Visual communication

Body language:

Eye movement (rolling, winking, twinkling, staring) Blank or puzzled face

Biting nails

Can be very effective if used in combination with othermedia

Gesture, facial expressions, tables, charts, graphs,

posters, diagramsetc


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Audio Visual communication

It is a combination of sight and sound. May take

written word also.

It is very effective and suitable for mass publicity and mass

education. Like television and cinema, etc


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Computer based communication

Merits:

Minimized the time andspace gap

Video conference can

replace personal meeting

Can be recorded

World wide web

Limitations: Legal validity

Fear of leakage

Technological hassrasment

Voice mail, text message, e mail, video conference,

answering machine come under this.


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communication

Silence?


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Main Forms of

Communication in Business


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Main Forms ofCommunication in Business

Operational

Internal

External

Personal

Intranets (or portals) like this one

from Deere & Company are used

for internal communication.


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Internal Operational

Within Business

Operating plan

Order, instruction, etc

Various reports


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External Operational

Outside organization

Supplier, customer, govt..

Brochures, sales callbacks, ..

All public relations.messages


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Personal

All communication may not be operational

Social element.stranger

Can have significant effect

Attitude and productivity

Too much or Absolute denial ..


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Communication Networks


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Formal Network (arteries)

Well-established, usually along operational lines

Depends on certain established forms

Planned and managed


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Grapevine

- Carry more in formations

-Wise manager recognizes

Informal Network (veins)

Complex

Dynamic

The Formal and Informal Communication


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Department

Manager

Supervisor Supervisor

Black Solid Lines = Formal Network

Brown Dashed Lines = Informal Network (at a moment in time, for they change often)

The Formal and Informal Communication

Networks in a Division of a Small ManufacturingCompany

F Aff i h C i i


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Factors Affecting the Communicationin a Business

Nature of the business

Business environment Geographic dispersion

People

Company culture


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Business Communication Processand Context


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The Business Communication Process


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1. sensing a need

2. define situation

3. possible strategies

4. select course

5. compose the message

6. send message

7. receive message

8. interpret

9. decide a response10. reply back

S B i T th b t


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Some Basic Truths aboutCommunication

- Meaning is in the mind, and no two minds are

alike.

- The symbols for communicating are

imperfect, and so are our best

communication efforts.

- Communication is about information and

relationships.


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Adaptation


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Any question??


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Thank You

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Chapter - 1 Communication in Work Place