Transcript Business comm. – UB

Business Communication
st
(1
Session)
by Mr. Ujjal Banerjee
Perception
Perception is the process of selectively
attending to information and assigning
meaning to it.
We choose depending on
 Needs
 Interest
 Expectation
Perceptions of self
Self-concept and self-esteem is one’s selfidentity.
It is the idea or mental image that one has
about one’s own skills , abilities, knowledge,
competence and one’s personality.
Self-esteem is your overall evaluation of
your competence and personal worthiness.
Perceptions of Others
 Physical characteristics & Social Behaviours
 Stereotyping
 Emotional States
Definition
- Communication is a two - way process
in which there is an exchange and
progression
of
ideas
towards
a
mutually accepted direction or goal.
- Basic elements of communication
1. Sender/ Encoder / Speaker
2. Receiver / Decoder / Listener
3. Message
4. Medium / Channel
5. Feedback
Encoding
Idea
CHANNEL
Sender
Decoding
Receiver
Decoding of
feedback
Encoding of
Response
Perceived Meaning &
Internal Response
CONTEXT
1. Sender – One who initiates.
Selects Idea
Encodes –Transmits to Receiver- Speaks
2. Listener – Receives encoded message –
Decodes
3. Message – Encoded idea transmitted by
the sender
– Formulation is Important
4. Medium / Channel –
Oral
Written
Non-verbal
Person to Person /
Telephone / Letter /
Circular / Menu / E-mail
5. Feedback – When the receiver responds
to the sender’s message, the response is
called feedback.
Feedback may be
 verbal / non-verbal.
 Confirmatory  Corrective
Process of Communication
First Phase
Second Phase
Idea
Response
Encoded
Encoded
Message
Message
Transmitted
Decoded
Transmitted
(Feedback)
Importance of Communication
1. We communicate to meet needs.
2. We communicate to enhance and maintain
our sense of self.
3. We communicate to develop relationships.
4. We communicate to exchange information.
5. We communicate to influence others.
Communication Network
1. Internal
2. External
Internal : Between members of the same
organisation.
Formal
(In large org.)
Channel of Comm.
 Vertical
 Horizontal
 Diagonal
Informal
In smaller org.
(around 20 person)
Vertical
Upward and Downward flow
Message percolates via a medium
Possibility of distortion
Less distortion by not fragmenting, by
specifying the persons responsible
 More one-to-one comm. within
departments
 Electronic media & e-mail




Upward
Communication
Downward
Communication
Lateral / Horizontal Communication
 Interaction with peers
 Can be very effective as
there is no chain of
command
 Without HC, lack of coordination, Co-operation,
duplication
Diagonal Communication
 No stipulated path
 Can be upward – lateral – downward
 Hierarchical bindings goes
 Can give rise to gossip, rumour
 Problem for managers who wish to
control information
External Comm. – Oral / Written
Advertising
Media Interaction
Public Relation
Presentation
Negotiations
Mails
Telegram
Letter
Corporate Comm.
Types of Communication
1. Oral / Verbal (a) Words (b) Articulation
2. Non-verbal
(a) Body Language (c) Territory / Zone
(b) Signs & Symbols (d) Object Language
3. Written
(a) Reports
(b) Illustration
(c) Memos
(d) Telegrams
(e) Facsimiles (Fax)
(f) E-mails
(g) Tender
(h) Others
Telephonic message
- Cost
• How to formulate a
message
- Time
• More concentration req.
as only words and voice
articulation
• No eye-to-eye contact
- Strategies to
be adapted
- Voice
articulation
• No deciphering of body
language
Telephone Strategy
Planning
- Purpose
- Content of comm.
- Who is the recepient
- Is he interested, What’s his interest
- Timing of Call
- Information or action required
Delivering
- Start with a smile
- Reveal the basic purpose
- Link between the interest of the
caller and the called
- Listen carefully to receiver’s point
- Close on a cordial note
Group Communication
1. They develop clearly defined goals
2. Have optimum number of diverse
members
3. Work to develop cohesiveness
4. Establish norms
5. Establish good working environment
Five stages of development
1. FORMING – People come to feel accepted
and valued so they identify with the group
2. STORMING – Clarifying goals, while
determining the roles each member will
play.
3. NORMING – Solidifying rules for
behaviour
Five stages of development
4. PERFORMING – Overcoming obstacles
and meeting goals successfully
5. ADJOURNING –
(i) Arranging meaning to what they have
done
(ii) Determines how to end or maintain
the relation.
Behaviour
Assertive Behaviour : Standing up for
ourselves in interpersonally effective ways
that exercise our personal rights while
respecting the rights of others.
Passive Behaviour : Being reluctant to state
opinions, share feelings, or assume
responsibility for actions
Aggressive Behaviour : Lashing out at the
source of discontent with little regard for
the situation or for the feelings, needs or
rights of those being attacked.
Barriers to Comm.
1. Sender Oriented
(a) Message not clear to the receiver
(b) Less in transmission
(c) Semantic problem
(d) Over / under communication
(e) I-attitude
(f) Prejudices
Barriers to Communication
Receiver Oriented
1. Gap between reception & understanding
2. Lack of grasp
3. Looking down at the speaker
4. Lack of interest
5. Mental disturbance
6. Mental block
7. Lack of provision of correct feedback
Public Speaking
1. Knowing Your Audience
2. Purpose of Speech
3. Determine Your Goal
4. Doing Research
5. Organising
6. Adapting Verbally & Visually
Target Group
Age, Education, Gender, Occupation,
Income, Culture, Geographic Uniqueness,
Group affiliation
Oral Communication
I – Idea
M – Message
P – Pause / Paragraphs
R – Receiver
E – Empathy
S – Sender
S – Security Check
Listening
Process of listening is two fold
(1) Decoding
(2) Internal response to perceived
Message
(Perception of the message by the
receiver)
Essentials for good listening
1. Positive attitude
- Acceptance
2. Concentration
- Receptivity
3. Q & A sequence
- Concentration
4. Conducive body
posture
- Attention
Barriers to listening
1. Ego
2. Past – Present – Future
3. Fear
4. Familiarity Trap
5. Stress
Writing
Persuasive Messages
A – ATTENTION
I
– INTEREST
D – DESIRE
A – ACTION
Writing
Preparing Notes
1. Read the text carefully
2. Select the key words in the passage.
which gives the essence of the message.
3. Note down the page number
4. Note the reference, if any
Reports - Type of Reports
1. Formal : Carefully structured, logically organised,
detail, and written without any personal pronoun
Informal report: A short message written in
natural or personal language.
2. Short or long reports
3. Informational or Analytical Reports
4. Vertical or lateral reports
5. Internal or External reports
6. Periodic Reports
7. Functional Reports
Report Writing
One page summary
1. Introduction
2. Methodology
3. Facts – use of charts, graphs,
tables
4. Conclusion
5. Recommendations
6. Appendix
Business Memos
1. Circulars
2. Notices
3. Memo
4. Agenda
5. Minutes
Circulars / Notices
- Part of intra-departmental
communication
- Day/ Date/ Time / Place of meeting
/ Purpose of business
Memo
- Part of inter and intra-departmental
correspondence
- Latin ‘Memorare’ – ‘memorandus’ means to provide information
- Info, Request, Suggestion, On record
- Conversational tone
- Use of ‘You’
- Heading / Subject and Date/ Message
Agenda
Circulate the agenda in advance
• Name of Org. and location
• Day, Date, Year, Time, Place of
Meeting
• Minutes of previous meeting
• Issues to be discussed
• Signature of concerned authority
Minutes
- Name of org.
- Place, Date, Month, Year, Time
- Member’s Name
- Name of Presiding Officer
- Specification of the agenda
- Details of dissension
- Record of details
- Sig. of Writer / Sig. of President
- Vote of thanks
Resume’
• What to say
• How to say
• How to arrange
• Identification
• Objective
• Summary of
Achievement
• Qualifications
• Personal Information
• References
Letters
Business Letter Format
1.
2.
3.
4.
Heading
Opening
Body
Closing
Heading
Logo
208, APC Road,
Kolkata – 700 006
November, 2009
Opening
 Inside Address of Recipient
 Attention Line
 Salutation
Mr. A.K. Ray
Precision Industry
26, Camac Street,
Kolkata – 700 016
Attention : Finance Department
Madam,
Sir,
Body
• Subject Line
• The Message
Subject : Training Schedule
The message : Main message explained in
2/3 paragraph
Closing
Yours truly, Sincerely
Name
Designation
Department
Letter
Style
a) Full-Block Style
b) Semi – Block Style
c) Open Style
Types of letter
1)
2)
3)
4)
5)
Direct Request
Enquiry Letter
Letters of Reference
Legal Transaction
Letter of Transmittal
Letter
Types of letter
6) Sales Letters
7) Good News Letter
8) Bad News / Refusal Letter
9) Letter of Acceptance /Acknowledgement
E-mail
Electronic Mail – Person to person comm.
through a computer
• Can distribute memo, reports and
documents, graphics, visuals
• No difficulty related to telephones
• Can be sent to more than one recipient
• No reference during reply
• Separate folders can be created, like files
• Can be saved in the archive for later
retrieval
Facsimile or FAX
 Flexible
 Inexpensive E-mail
Advantage
1.
2.
3.
4.
5.
Speed
Good Print Quality
Easy to Operate
Lower Cost by Senders Time Adjustment
Comm. In different Time Zone
Thank You