Lecture Notes Business Communication Unit II

7/29/2019 Lecture Notes Business Communication Unit II

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Prof. Amit Kumar

[email protected]

FIT Group of Institutions Page 1

Unit-II:

Corporate communication is the set of activities involved in

managing and orchestrating all internal and external

communications aimed at creating favorable point-of-view

among stakeholders on which the company depends. It is the

messages issued by a corporate organization, body, or institute

to its audiences, such as employees, media, channel partners

and the general public. Organizations aim to communicate the

same message to all its stakeholders, to transmit coherence,

credibility and ethic. Corporate Communications help

organizations explain their mission, combine its many visions

and values into a cohesive message to stakeholders. The

concept of corporate communication could be seen as an

integrative communication structure linking stakeholders to

the organization.

Corporate communication -Formal & Informal communication,

Networks, Grapevine, Barriers in communication, Group

discussion, Mock interviews, Seminars, Individual & group

Presentations.

Formal and Informal Types of Communication

Formal communication is that which devices support from the

organisation structure. It is associated with the particular

positions of the communicator and the recipient in the

structure.

Formal communications are mostly of the written type such as

company manuals, handbooks magazines, bulletins annual

reports and are designed to meet the specific needs of the

organisation.

Informal communication is based on the informal relationships

that grow up in an organisation and is commonly referred to as

"the grapevine". It may be conveyed by a nod, a glance, a

gesture, a smile, and even silence.

Whereas formal communication is generally more articulate,

direct and has got official backing, informal communication is

more indirect, less explicit and somewhat spontaneous and

flexible. It serves the social needs of the individuals in the

organisation and a manager can utilize the grapevine as a

positive aid.

However it may also contain distorted information and may

even degenerate into gossip and rumour and other negative

outlets of expressions by people in the organisation.

The speed at which information flows through a grapevine is

often astounding. The grapevine cannot be destroyed and

hence should receive conscious attention of management.

Formal Communication

the process of sharing official information with otherswho need to know it,

according to the prescribed patterns depicted in anorganization chart

11/18/2003Formal and Informal Channels of Communication

Formal Communication

President

Vice

President

Vice

President

Manager Manager Manager Manager

Efforts at coordination

Information

Instructionsanddirectives

Copyright 2002 by Prentice Hall, Inc.

Type of Formal Communication

downward communication: instructions, directions, orders feedback

upward communication:

data required to complete projects

status reports suggestions for improvement, new ideas

horizontal communication: coordination of cooperation

Centralized Networks

One central person Unequal access to information Central person is at the crossroads of the

information flow

Decentralized Networksdd

Information can flow freely No central person All members play an equal role in the transmittal of

information


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Network Performance

Informal Communication

information shared without any formally imposed obligations

or restrictions

if an organizations formal communication represents its

skeleton, its informal communication constitutes its central

nervous system

(Behaviour in Organizations, p. 307)

eng. grapevine

An organizations informal channels ofcommunication, based mainly on friendship

or acquaintance

origin: American Civil War [grapevinetelegraphs]

Informal Communication Structures

Deviation from the planned communication structure Direction of the flow of information Leaving out people in the communication

line

Integrating people into the communicationline

Grapevine

1. a secret means of spreading or receiving information2. the informal transmission of (unofficial) information,

gossip or rumor from person-to-person -> "to hear

about s.th. through the grapevine"

3. a rumor: unfounded report; hearsay

11/18/2003Formal and Informal Channels of Communication

Informal Networks

Y

D

C

B

A

Chain

A

JB

D H I

K

F

GE

C

Gossip

A

F B DJ

H

CE

K

G I

X

Probability

A

C

D

F

J

IB

Cluster

McGraw-Hill 2004 The McGraw-Hill Companies, Inc. All rights reserved.

Grapevine Characteristics

oralmostly undocumented


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open to change fast (hours instead of days) crossing organizational boundaries

Grapevine Characteristics

inaccuracy: levelling

deletion of crucial details

sharpeningexaggeration of the most dramatic details

while the grapevine generally carries the truth it seldom

carries the whole truth

Grapevine Figures

70% of all organizational communication occurs at thegrapevine level

estimated accuracy rates: 75-90% the incorrect part might change the meaning of the

whole message though

an estimated 80% of grapevine information isoriented toward the individual while 20% concerns

the company

Positive Aspects of the Grapevine

social function reduction of anxiety release mechanism for stress identification of pending problems early warning system for organizational change vehicle for creating a common organizational culture desired information can be circulated quickly to a

large group of subordinates (inofficially!)

Coping or Managing the Grapevine

the grapevine cannot be abolished, rubbed out, hidden under

a basket, chopped down, tied up, or stopped

(Managing the Grapevine, p.222)

dont try to control or restrict it use it to supplement formal channels

Tapping the Grapevine

identify and make use of key communicators (bridgers)

monitor what is happening in the organization use the grapevine to give new ideas a trial run

Preventing Rumors

provide information through the formal system ofcommunication on the issues important to the

employees

supply employees with a steady flow of clear,accurate and timely information

present full facts keep formal communication lines open and the

process as short as possible

Formal Media

Company newsletters Employee handbooks Company magazines Formal meetings

Informal Media

Face-to-face discussions Telephone Voice messaging (voice mail) E-mail Instant messaging (chat)

The Nature of Informal Communication

mostly brief interactions mainly opportunistic ( coordination, initiation) often time-lags between informal interactions (

maintenance and re-establishment of context)


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occur between frequent interactants who often sharelarge amounts of background knowledge

communications in offices more frequent than inpublic areas

majority of roaming interactions self-initiated interruptability (importance of prior activity) interactions are very often terminated by a third

party joining an existing conversation

role of deixis documents involved in 53% of all Own Office

interactions

Communication Barriers

Communication is a process beginning with a sender who

encodes the message and passes it through some channel to

the receiver who decodes the message. Communication is

fruitful if and only if the messages sent by the sender is

interpreted with same meaning by the receiver. If any kind of

disturbance blocks any step of communication, the message

will be destroyed. Due to such disturbances, managers in an

organization face severe problems. Thus the managers must

locate such barriers and take steps to get rid of them.

There are several barriers that affects the flow of

communication in an organization. These barriers interrupt the

flow of communication from the sender to the receiver, thus

making communication ineffective. It is essential for managers

to overcome these barriers. The main barriers of

communication are summarized below.

Following are the main communication barriers:

1. Perceptual and Language Differences: Perception isgenerally how each individual interprets the worldaround him. All generally want to receive messages

which are significant to them. But any message which

is against their values is not accepted. A same event

may be taken differently by different individuals. For

example : A person is on leave for a month due to

personal reasons (family member being critical). The

HR Manager might be in confusion whether to retain

that employee or not, the immediate manager might

think of replacement because his teams productivity

is being hampered, the family members might take

him as an emotional support.

The linguistic differences also lead to communication

breakdown. Same word may mean different to

different individuals. For example: consider a word

value.

a. What is the value of this Laptop?b. I value our relation?c. What is the value of learning technical skills?

Value means different in different sentences.

Communication breakdown occurs if there is wrong

perception by the receiver.

2. Information Overload: Managers are surroundedwith a pool of information. It is essential to control

this information flow else the information is likely to

be misinterpreted or forgotten or overlooked. As a

result communication is less

3. Inattention: At times we just not listen, but only hear.For example a traveller may pay attention to one NO

PARKING sign, but if such sign is put all over the city,

he no longer listens to it. Thus, repetitive messages

should be ignored for effective communication.

Similarly if a superior is engrossed in his paper work

and his subordinate explains him his problem, the

superior may not get what he is saying and it leads to

disappointment of subordinate.

4. Time Pressures: Often in organization the targetshave to be achieved within a specified time period,

the failure of which has adverse consequences. In a

haste to meet deadlines, the formal channels of

communication are shortened, or messages are

partially given, i.e., not completely transferred. Thus

sufficient time should be given for effective

communication.

5. Distraction/Noise: Communication is also affected alot by noise to distractions. Physical distractions are

also there such as, poor lightning, uncomfortable

sitting, unhygienic room also affects communication

in a meeting. Similarly use of loud speakers interferes

with communication.

6. Emotions: Emotional state at a particular point oftime also affects communication. If the receiver feels

that communicator is angry he interprets that the

information being sent is very bad. While he takes it

differently if the communicator is happy and jovial (in

that case the message is interpreted to be good andinteresting).

7. Complexity in Organizational Structure: Greater thehierarchy in an organization (i.e. more the number of

managerial levels), more is the chances of

communication getting destroyed. Only the people at

the top level can see the overall picture while the

people at low level just have knowledge about their

own area and a little knowledge about other areas

8. Poor retention: Human memory cannot functionbeyond a limit. One cant always retain what is being

told specially if he is not interested or not attentive.

This leads to communication breakdown.


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Prof. Amit Kumar

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WHAT IS GROUP DISCUSSION?

Nowadays Group Discussion is being extensively used along

with personal interviews for the final selection of candidates. It

plays a main role in selecting the best among the best. Having

scored high marks, students who get selected for a

higher/another course or employment are placed on a par - on

equal footing - based on their age, qualification and

experience. It becomes necessary to conduct further screening

for choosing a few among many. It is here, the Group

Discussion plays an important part. It helps in choosing the

socially suitable candidate among the academically superior

achievers. It is one of the best tools to study the behavioral

and attitudinal responses of the participants.

Rightly speaking, Group Discussion is more a technique than a

conventional test. In fact it is one of the most important and

popular techniques being used in a number of personality

tests. It is a technique or a method used for screening

candidates as well as testing their potential. It is also designed

as a situation test wherein a sample of a candidate's group

worthiness and potential as a worker comes out quite

explicitly

Features Of Group Discussion

1.Group Discussion, as the name itself indicates, is a group

activity carried out by participating individuals. It is an

exchange of ideas among the individuals of a group on a

specific topic.

2 It is used as reliable, testing device - mainly as a tool to

assess all the candidates in a group at one go -in order toselect the best in comparative perspective.

3.Group Discussion is an informal discussion in which

participants of the same educational standard discuss a topic

of current interest.

4.It is also known as leaderless discussion. It means its aim is to

find out the natural leadership level of the candidates. Strictly

speaking, no one from the group or outside will be officially

designated as leader or president or chairman or anything of

the sort. Even the examiner or supervisor who launches the

discussion will retire to the background. No one willparticipate or intervene in the deliberations of the group.

Essentials for Group Discussion/How to be a good speaker in

GD:

1)Adequate matter/ Subject matter is essential : Speaker

should have subject knowledge and be well aware of the latest

happenings around him, To be in a better position, make sure

that you have in-depth knowledge on the subject. Subject

knowledge is a pre-requisite while preparing for a group

discussion because it is the power to steer the conversation towhichever direction you want to. memorizing some relevant

data, it will be an added advantage.

2) Read Widely: Being an avid reader will help you in group

discussions. Last minute preparations you are strictly a no no,

while you are preparing for group discussions. You should read

over a period of time. Reading not only adds to your

knowledge database, but enhances your vocabulary skills as

well. Plus reading over a period of time, helps in your

understanding of a particular subject/ topic better.

3) Choose Magazines that are Rich in Content: Always opt for

magazines that are content rich and not just full of

advertisements. Often magazines have columns which are

promoting a particular institute etc. Avoid such magazines, do

some research and buy the best that will be beneficial for you

in the long run.

4) Be Aware of Topics that are Repeated: Often, there are

topics which re-appear with minute changes and minor

variations. Be aware of such topics well in advance so that you

have ample time to prepare for the same. For example the

issues of terrorism, gender inequality, poverty, Ayodhya

conflict, liberalization and privatization, reservations in

educational institutions etc often appear as GD topics. Make

sure you know these topics well and can come up with some

unique, insightful points along with dates, stating facts.

5) Work on your Communication Skills: You should be wellversed in your communication skills. You should have a good

vocabulary and a decent command over English. Much before

your actual group discussion, rehearse well. You can sit with a

group of friends and choose a topic and indulge in a friendly

banter. Not only will this increase your knowledge, you will be

a better speaker by the time it is time for your GD.

6) Listen to the Topic Given During GD Carefully: Listen to the

topic carefully and understand it... Be alert and vigilant.

Sometimes, the topic may be really simple but the manner in

which it is presented to you, can be baffling. The first thing

that you should do after hearing the topic is by structuring it

on the sheet that is given to you to make notes. Make a rough

sketch of the points that you would like to speak aloud. You

will be at an advantage if you open the discussion, but then

beware of what you speak. Deviating from the main topic, or

passing strong statements like I agree/ or disagree should

be avoided. Your strategy should be to test the waters and

make a generic statement relevant to the topic. If you can,

back it up by relevant data.

7) Try and Maintain a Balance in your Tone: Besides what you

are saying, remember that the panellists are observing your


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body language as well. If you do not agree with the other

students point of view, do not raise your tone in objection.

Listen to his point of view and instead of dismissing it upfront,

try and draw a common ground. .

8) Listening Skills are Essential: Carefully listen to what others

have to say. Just speaking throughout the discussion doesnt

make you smart, you should also give others a chance to

speak. Try and listen to him/her, respect their view point too.

If the speaker is making an eye-contact with you remember to

acknowledge him by saying yes, you agree or just by nodding

your head, so that the speaker is aware that his listeners are

listening to him and paying full attention. This will also show

that you are vigilant and are an active participant in the

discussion.

9) Body Gestures are very Important: The panellists observe

the way you sit and react in the course of the discussion. .

Body gestures are very important, because your body languagesays a lot about you.In a GD, sit straight, avoid leaning back on

to the chair or knocking the table with pen or your fingers.

Also, do not get distracted easily. For example, if the door in

room you are sitting in opens, do not look back to see who it is

, this will show how distracted you are.

10) Be the first and also the Last to Speak: As mentioned

earlier, initiating a GD is an advantage. Closing it too also adds

brownie points. If you can grab the opportunity to close the

discussion, then you should summarize it. If the group has not

reached a conclusion try concluding it .

MOCK INTERVIEWS:

Mock job interviews based on an actual job interview. The

mock interview includes the job description, interview

questions, answer tips, and interview resources. Also available

are more interview questions, more interview help for specific

jobs, and interview guides by job and company.

PREPARATION FOR MOCK INTERVIEWS:

From Career Services, obtain a list of questions that theinterviewer might ask, and think about possible responses.

Don't memorize your answers, but be prepared to respond to

the interviewer's questions by describing past experiences that

will help give the interviewer a better idea of your

qualifications. Also obtain a list of interviewee questions.

It would be a good idea either to attend the workshops on

interview skill development, prior to scheduling the mock

interview, or to watch the interviewing technique videotapes

in the Career Services library.

Dress for the mock interview. This is a good chance to try outthat new interview suit and to see how it feels and looks.

Books on appropriate interview dress are available in the

Career Services library.

Be on time, or early, and bring a copy of your resume. Enjoy

the experience, and tell your friends am certain that you will

find this to be an extremely valuable and worthwhile way of

developing those necessary and critical interview skills.

SEMINAR

A seminar is, generally, a form of academic instruction, either

at an academic institution or offered by a commercial or

professional organization. It has the function of bringing

together small groups for recurring meetings, focusing each

time on some particular subject, in which everyone present is

requested to actively participate.

Seminars are simply a group of people coming together for the

discussion and learning of specific techniques and topics.

Usually there are several keynote speakers within each

seminar, and these speakers are usually experts in their ownfields, or topics. Several topic reviews are scheduled each day

throughout the seminar, and attendees can usually make their

choice of topics from among these scheduled events.

Many individuals attend seminars each year, some attending

several times a year. The topics of seminars can be as varied as

the groups attending them, but in particular, there has been a

rise of Internet Marketing Seminars over the past five years,

due to the increased interest in this field.

What then are the advantages and disadvantages of seminars

if you choose to attend or if you're thinking of attending?

Types of Seminar

Seminars are conducted in various stages. Based on the size

and organizational aspects the seminars can be classified in to

four types. viz.

1. Mini seminar

2. Major seminar

3. National seminar

4. International seminar

Mini seminar:

Its coverage and scope are small and simple. A smallpopulation is enough to hold this seminar. A discussion held

over the topic taught or to be taught with the students is

known as Group discussion. Such group discussions held in an

organized way within a class room, it is called mini seminar.

This mini seminar gives the students training in questioning

skills, organizing the information and presentation skills of

seminar. A mini seminar is felt necessary because it gives good

experience to conduct a major seminar at Institutional level.

Major seminar:

The seminar conducted at an institutional or departmental

level for a specific topic or subject is known as Major seminar.Usually students and teachers are participating in this type of

seminar. This major seminar can be organized at department


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level for every month. A specific topic or subject is selected for

the theme of the seminar.

National seminar:

An association of any kind particularly with academic or

professional interest or an organization (Government, Firm,

etc.,) conducts the seminar at National level is called National

seminar. The subject experts are invited to the seminar for

discussion. The Secretary of the seminar prepares the schedule

and functionaries for seminar.

International seminar:

Usually the seminar conducted by an international

organization or agency is known as International seminar.

Theme of this seminar has wider aspects. Globalization,

Renovation, Atomic energy agreements, Policies

implementation and modification etc., are examples for

themes of International seminars. A Nation or its body can

conduct or organize the international seminar.

Advantages:

1. A wealth of knowledge usually, presented by many speakers

at one time in one place. A lot of "learning" at one clip, with

most material compressed into two or three days' worth of

time.

2. A sense of camaraderie, where individuals can meet others

with the same interests/problems/concerns that they may

have in their chosen field.

3. A sense of renewed hope and inspiration (this is especially

true for Internet marketing seminars), as sometimes business

concerns are lessened by sharing experiences with others.

Being with others that "understand" individual's problems or

concerns, is usually a great morale booster!

4. A great way for those that don't like to read, or attend

classes, to improve their knowledge of a specific subject.

5. A nice vacation, in usually, a good hotel. Most seminars take

place in quality hotels, as this is part of the incentive to

attracting attendees.

Disadvantages:

1. Cost, of course, as all attendees must absorb their own

costs. The seminars themselves sometimes also have an entry

fee that can be quite high. All travel costs, food costs, hotel

costs, and other miscellaneous costs must be absorbed by the

attendees.

2. The chance that the speakers may be sharing incorrect

knowledge, or not at all knowledgeable themselves (it pays to

make your own assessments of presented topics, not just

blindly "follow the pack"). Tips, tricks, and strategies need to

be weighed as to "worth" and "accuracy" before using these.Careful thought rules here.

3. The time spent away from your actual business, or life, to

attend. Time is always a concern when scheduling activities

and some individuals simply can't spare the time away from

their lives for activities such as this.

4. The chance that the topics may not actively help your

business or your concerns, and that the seminar will be a

waste of time, where nothing you learn is of any use to you.

5. The chance that attendees will expect too much from a

seminar and thus be disappointed. Realism must rule here.

These are not "instant answers" to anything.

Overall, seminars, if chosen carefully, can be a good

experience. They are not miracle cures to business problems

or other problems, however, and this must be kept in mind

when deciding to attend a seminar. These are, after all,

optional events, and success or failure in business or life will

probably not hinge on attendance at seminars!

Many different methods of learning business strategies andlife strategies exist for those that don't have the time flexibility

or money flexibility to attend. Just visit your local library or

local community college, and you'll find a wealth of knowledge

on all subjects. Read a book concerning your issues, or take a

class, and you'll find these can be great alternatives to

seminars.

INDIVIDUAL & GROUP PRESENTATIONS

organization on the rise youre likely to encounter many

situations that require you to work with others and then

present your information to an audience. Grouppresentations usually involve both interacting within the

group and speaking to those outside the group. A group

is a collection of individuals who interact and depend on

each other to solve a problem, make a decision, and

achieve a common goal or objective. In this class, you

may have worked in groups to develop various skills

associated with public speaking, such as brainstorming

for topics or analyzing your audience. Your instructor

might also assign a group presentation. Working in

groups in the classroom setting and giving group

presentations prepare you for participating in

team-based organizations and other professional

contexts.

Well-managed presentations, as part of academic courses, can

be used developmentally to improve both skills and

confidence levels. You may be able to demonstrate your

personality in a way that is not possible as a passive listener in

a lecture. Presentations can help you to be noticed and stand

out from the rest of the group. They enable you to show your

individuality. You can learn to deal with nervousness in a

positive way that can help to reduce your fears and anxieties.

With regular practice, you will improve your confidence and

enter employment with some of the interpersonal and

communication skills that employers value.

Documents

Lecture Notes Business Communication Unit II