Business communication module 1

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  • Business Communication

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  • Business Communication

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    Managerial Communication Process Objectives of Communication Principles of Communication Forms of Communication Types of Communication Channels of Communication Communication in Organizations Barriers to Communication Guidelines to overcome the barriers

    Module 1

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    Communication is a process of transmitting and receiving verbal and non-verbal messages. Communication is considered effective when it achieves the desired reaction or response from the receiver. Communication is a two way process of exchanging ideas or information.

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    The Process

    Communication is a process that involves a sender who encodes and sends the message, which is then carried via the communication channel to the receiver where the receiver decodes the message, processes the information and sends an appropriate reply via the same communication channel.

  • Business CommunicationThe Communication Process

    Sender has an idea Sender encodes the idea Sender transmits the message

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    Receiver gets the message Receiver decodes the message Receiver sends feedback

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    MediumVerbal, non verbal

    (printed word, sound)

    Receiver Encoder(Experiences,

    attitudes, Skills) perception, idea

    decoding, Interpretation

    FeedbackVerbal, non verbal

    Sender-Encoder(Experiences ,

    attitudes , skills)Perception, idea

    encoding. Interpretation


    A Communication Model

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  • Business Communication

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    The Communication Process

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    Linear Communication Model

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    To Be Understood

    To Be Accepted

    To Get Something Done

    To Understand Others

    Objectives of Communication

  • Business CommunicationPurposes for Business Communication

    Provide factual information

    Inform readers about or provide information

    Clarify and condense information

    State precise responsibilities

    Persuade and make recommendations

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  • Business Communication

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    Types of Communication


    The sharing of messages regarding the official work of the organization.


    The sharing of unofficial messages, ones that go beyond the organizations formal activities.

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    Types of Communication based on style and purpose

    Formal Communication

    Straightforward Official Always precise and stringent. (Memos, corporate letters, conferences etc.)

    Informal Communication

    Unrestrained No rigid rules or guidelines.

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    Every time we speak, we choose and use one of four basic communication styles:

    Assertive Aggressive Passive Passive-aggressive

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    Communication can occur via -

    Various processes Methods used Depending on the channel used The style of communication

    Verbal communicationOral communicationWritten Communication

    Non-verbal CommunicationIt includes overall body language of the person who is speaking (hand gestures, body posture)

    Forms of Communication

    Elaborated in Modules 3 and 4

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  • Business Communication

    Nonverbal messages communicate emotions

    - Most of that communication is about emotional information, which in turn is a powerful motivator in human behaviour.

    Because of nonverbal communication, you cannot not communicate -The very attempt to mask one's communication communicates something in and of itself.

    Nonverbal communication is strongly related to verbal communication

    Non Verbal Communication

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    Nonverbal communication serves many functions, when compared to verbal messages.

    It can repeat, complement, and accent spoken words. Sometimes it can substitute for speech. It can regulate spoken conversation. It can contradict spoken words, or even deceive others.

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    While much nonverbal communication is universal, some factors do shape the way we express ourselves and understand others.

    Posture and gesture Face and eyes Voice Touch Physical appearance and attractiveness Distance and territory Time Physical environment

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    70-90% communication is non-verbal Wordsobjective information Actions speak louder than words Words conceal, actions reveal Non-verbaltrue feelings and attitudes Central to interpersonal relationships Leaders and managersto create impression, manage interaction Greater impact

    Non Verbal Communication

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  • Business CommunicationEnhancing your communications:

    Because gestures can both compliment and contradict your message, be mindful of these.

    Eye contact is an important step in sending and receiving messages. Eye contact can be a signal of interest, a signal of recognition, even a sign of honesty and credibility.

    Closely linked to eye contact are facial expressions, which can reflect attitudes and emotions.

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  • Business Communication


    Posture can also be used to more effectively communicate your message.

    Clothing is important. By dressing for your job, you show respect for the values and conventions of your organization.

    Be mindful of peoples personal space when communicating. Do not invade their personal space by getting too close and do not confuse communications by trying to exchange messages from too far away.

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    Enhancing your communications:

  • Business CommunicationChannels of Communication

    Communication can be split into two parts - the message or content- the channel it's transmitted on( phone, mails etc.)

    Communication in organizations follows paths or channels.

    Communication between managers and subordinates is known as vertical communication.

    This is because the information flows up or down the hierarchy.

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  • Business Communication

    Radio Television Newspapers Booklets Posters

    Channels of Communication

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    Flyers/leaflets Loud speaker announcements Videos/Films Press kits Media guides Town criers

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    An organization is a group of people associated for business, professional, religious, social or other purposes.Its activities require human beings to interact and react . There is an exchange of ideas, plans, rules, proposals, contracts, agreements, decision making.

    Communication in Organizations

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    Internal communication Communication done in conducting work within a business Such as giving orders, assembling reports, writing emails.

    External communication work related communication with people outside the business. Such as personal selling, telephoning, advertising. Displays a companys etiquette.

    Personal Communication Non business related exchanges of information and feelings among people.

    Communication in Organizations

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  • Business Communication

    Upward/Downward/Lateral Communication

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    Board of Directors

    Finance Officers



    Internal CommunicationCommunication in Organizations

  • Business CommunicationCommunication in Organizations

    External Communication

    Effective communication to people outside the organization has an impact on its reputation and ultimately success.

    (Well planned interviews, tactful replies to comments and criticisms, annual reports and image-building interviews with news media.)

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    Grapevine is the most widespread and commonly used informal communication network. The grapevine exists outside the formal channels and is used by people to transmit casual, personal, and social interchanges at work. It is an expression of their natural motivation to communicate. It consists of rumours, gossip, and truthful information. Fast as compared formal communication.


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  • Business CommunicationBARRIERS TO COMMUNICATION

    Language Barrier


    Attitudinal barriers

    Physical barriers

    Information, Data Overload

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    How to overcome:

    Individual linguistic ability is important.

    The use of difficult or inappropriate words in communication can prevent people from understanding the message.

    Language Barrier and cultures represent a national barrier which is particularly important for organizations involved in overseas business.


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    Semantics Relates to the different understanding and

    interpretations of the words we use to communicate.

    eg- all over the place

    How to over come:

    Definition of words Choice of words

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  • Business CommunicationBARRIERS TO COMMUNICATION

    Attitudinal barriers - come about as a result of problems with staff in an

    organization. By factors such as

    Poor management. Lack of consultation with employees. Personality conflicts. Personal attitudes of individual employees which may be

    due to lack of motivation or dissatisfaction at work. Believing that people with disabilities are helpless.

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  • Business CommunicationBARRIERS TO COMMUNICATION

    Physical barriers are due to the nature of the environment.

    Staff are located in different buildings or on different sites.

    Likewise, poor or outdated equipment.

    Staff shortages

    Distractions like background noise, poor lighting or an environment which is too hot or cold can all affect people's morale and concentration, which in turn interfere with effective communication.

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    Information, Data overload - Excess information is provided. Making processing

    and absorbing tasks very difficult. Distortion and omission are likely results.

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  • Business CommunicationBARRIERS TO COMMUNICATION

    STATUS DIFFERENCE Relationship between the sender and the receiver

    status, boss-employee, parent-child, etc.

    EFFECTS OF EMOTIONS Physiological barriers may result from Individuals

    personal discomfort caused, for example ill health, poor eye sight or hearing difficulties.

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  • Business CommunicationSolutions to Overcome Barriers to Effective


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  • Business CommunicationOvercoming Communication Barriers

    Realize that communication is imperfect. Improve your language, listening skills, writing skills

    & speaking skills. Question your preconceptions. Be sensitive to receivers point of view.

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    Listen to UNDERSTAND! Use direct, simple language, or at least use language

    appropriate to the receiver. Use proper channel(s). Learn to use channels well. Learn to use supportive communication, not defensive


    Overcoming Communication Barriers

  • Business CommunicationAchieving Effective Communication

    Knowing the steps in the communication process.

    Attention Understanding Acceptance Action

    Using simple, repetitive language.

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    Using empathy. Understanding body language. Learning to receive and give feedback. Developing effective listening habits.

    Achieving Effective Communication

  • Business Communication7Cs of Effective Communication

    1. Correctness Builds confidence2. Clarity Makes comprehension easier3. Conciseness Saves time4. Consideration Builds trust.5. Courtesy Improves relationships6. Concreteness Reinforces confidence7. Completeness Introduces stability

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  • Business Communication


    Use the right level of language Correct use of grammar, spelling and punctuation Accuracy in stating facts and figures

    Correctness in message helps in building confidence.

    7Cs of Effective Communication

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    Clarity demands the use of simple language and easy sentence structure in composing the message. When there is clarity in presenting ideas, its easy for the receiver/decoder to grasp the meaning being conveyed by the sender/encoder.

    Clarity makes comprehension easier.

    7Cs of Effective Communication

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    Conciseness Conciseness, in a business message, can be achieved by avoiding repetition.

    Using brief and to the point sentences, including relevant material.

    Achieving conciseness does not mean to loose completeness of message.

    A concise message saves time of both the sender and the receiver.

    7Cs of Effective Communication

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    Consideration demands to put oneself in the place of receiver while composing a message.

    It refers to the use of You attitude, emphases positive pleasant facts, visualizing readers problems, desires, emotions and his response.

    Consideration means understanding of human nature.

    7Cs of Effective Communication

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    In business, almost everything starts and ends in courtesy. Courtesy means not only thinking about receiver but also valuing his feelings. Much can be achieved by using polite words and gestures, being appreciative, thoughtful, tactful, and showing respect to the receiver.

    Courtesy builds goodwill.

    7Cs of Effective Communication

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  • Business Communication


    Being definite, vivid and specific rather than vague, obscure and general leads to concreteness of the message. Facts and figures being presented in the message should be specific.

    Concreteness reinforces confidence.

    7Cs of Effective Communication

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  • Business Communication7Cs of Effective Communication

    Completeness Completeness means the message must bear all the necessary information to bring the response you desire.

    The sender should answer all the questions and with facts and figures. and when desirable, go for extra details.

    Completeness brings the desired response.

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  • Business CommunicationSUMMARIZE

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  • Business Communication

    End of Module 1

    Thank you

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