Transcript EN212 BUSINESS COMMUNICATION & SKILL DEVELOPMENT

10EN203
ADVANCED
ENGLISH
Unit I
 Introduction to
communication
 Basics of communication
 Types of communication
 Barriers to communication
 Oral communication
 Written communication
 Error Analysis
INTRODUCTION TO
COMMUNICATION
–What is “communication”?
The activity or process of
expressing ideas and feelings or
of giving people information
–What is “to communicate”?
To
exchange
information,
news, ideas etc. with somebody
Origin of Communication
Noun -Communication
• Latin – Communicationem
• French- Communication
-meant imparting or conveying or exchange of ideas,
knowledge etc.
Verb- Communicate
• Latin – Communicare
• French- Communis
meant to give to another as a partaker; to impart, to
confer, to transmit, to inform.
Importance of Communication
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Communication is indispensable
today.
Human activity and transaction
[personal & professional] become
possible through communication
 Life- blood of business
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Factors that made communication
(CMN). significant
1. Advancement of science &
technology
2. Quick transport and lessening of
distance
3. Globalization of business
4. Professionalism in management of
business
5. Information revolution
6. Multiplication of systems of CMN.
7. Democratization of organization
8. Advancement in social sciences
9. Revolution in visual CMN
Business Communication
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What is Business communication?
Business communication is any form of
communication, verbal or nonverbal, that
is used to relay a message, promote a
product or service or share information.
Communication technologies /
systems used in Business
Communication
Management Information
System – MIS
collects & shares data about
sales, production, inventory,
costs, personnel, etc.
 Periodic Reports-PR
Information given to Managers
about dept. activities.
 Personal Activity Report- PAR
Decisions made during
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Strategic Information System [SIS]
Monitors internal business plans that are made
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To coordinate different activities of business;
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To distribute resources
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To motivate employers
Decision Support System (DSS)
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Comprises all decisions conveyed through PAR
Effective communication
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Organisational functioning is facilitated by
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Quicker problem solving
Stronger decision- making
Steadier work flow
Enhanced professional image of the organisation
Business is promoted with
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Sales, purchase & use of materials
Strong business contacts
Improved response of business owners;partners
Increased output/productivity
Process of communication
• Process is a series of things done to
achieve something
• Factors that constitute the process of
CMN:
The sender
The message
The channel/medium
Receiver
Feedback
Step 1
Sender (idea)
Step 2-Encoding
(message)
•
Step 5- Feedback(decision making)
Step3
Transmission
(channel/medium)
Step4 –Decoding
(Recipient)
The process of communication
• Sender encodes the message ie.
formulates the message according to the
maxim of quanity; [ encoding]
• Message- written or spoken- must be
clear; faultless
– Eg. Fetch me the bulkiest book from the
top shelf in my study [room].
• Choice of the medium written or spoken;
verbal or non-verbal; phone or mail
depends upon the context and needs.
Decoding
 The receiver recognizes the symbols and
 understands the message clearly.
This process requires competencies –
knowledge of words; ability to handle the
channel and successfully overcoming the
barriers.
Feedback
the receiver’s response is the feedback.
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Types of communication
• Communication in an Organisation
• An Organisation is a body of persons
working for a well defined goals.. To
achieve the goal the members of the
organization must be in constant touch
with one another
Internal communication-formal
External communicationformal
• Downward CMN.
• Upward CMN
• Horizontal CMN
• Grapewine-/informal
• Consensus
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VERTICAL
Downward
HORIZONTAL
upward
GRAPEWINE
CONSENSUS
• Vertical flow: The communication is both Upward
and Down Ward
Downward cmn
• Top management communicates with the
employees:
• Sends continuously information to the employees
• Devises ways to elicit information from them
Media for Downward CMN
 Oral &written communication
Directives to initiate action through letters
Policies and procedures through circulars,
manuals, bulletins
Activities and achievement through Annual
report
Miscellaneous information through posters
Oral instructions to convene a meeting
Direct address through Public Address
system
Films &slides
 Limitations of downward Cmn.
Under communication and overcommunication
In case of long line communication, there
may be
Delay
Loss of information
Distortion
Resentment by subordinate staff
Distortion
• To make Downward CMN effective
• Managers should be adequately informed
• Managers should be clear about how much to
communicate
• Some authority should be delegated to lower levels to
shorten the line of CMN.
• Information should be passed on to the correct person.
UPWARD CMN
 Upward CMN moves from the subordinate staff to
the superiors
– Its importance
• Provides feedback to the superiors
• Releases the pent-up emotions of the
subordinate staff
• Provides the superiors with useful
suggestions
• Makes the introduction of new
schemes easier
• Promotes harmony
Methods of upward Cmn.
Open-door policy
 Complaints &suggestion boxes
 Social gatherings
 Direct correspondence
 Reports
 Counselling
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Limitations of upward Cmn
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Employees are reluctant to express themselves
Employees fear that their criticism may be
interpreted as a sign of their personal weakness
Great possibility of distortion
Bypassed superiors feel insulted
Effectiveness of upward Cmn.
• Superiors should take initiative to get close
to the subordinate staff
• Keeping the line of communication short
• Prompt redressal of legitimate grievances
Horizontal Cmn.
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Cmn. Between people at the same level
Frequently used Cmn.
Exchange information
Discuss organisational problem during
coffee break
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Production
• Purchase
sales
• Accounts
•
public relations
Administration
Importance of Cmn.
– Promotes understanding and coordination
Methods of Cmn
Face to face discussion
Telephonic talk
Periodical meetings
Memos
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The Functions of Communication
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Internal Functions
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to generate and disseminate information
to direct and instruct employee
to maintain and improve morale sense
to cultivate a sense of belonging to the
organization
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External Function
• to sell and obtain goods and services
• to liaise with other organization
• to create a good will
For proper function of communication the following
questions should be asked
 What information is to be conveyed ?
 Who requires it?
 What should be its form?
 What techniques of dissemination should be
used?
 What technological aids should be used?
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i Information of immediate concern
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ii Working environment related
information
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working procedure skills required for a job
methods of training available for self and
organizational developments
rules for safety facilities
Details about cubs, societies, union cafeteria
etc
iii Information about personal benefits
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pay, allowances, health insurance, leave
facilities, holidays ets
iv Information to be provided to the
employees
 Information about organisation as a whole
work of other departments/ sections
 relationship of one dept. with another
 ultimate objective etc.