Transcript Amity School of Business

Amity School of Business
Amity School of Business
SEMESTER II
ORGANISATIONAL BEHAVIOUR
(BBA-301)
Ms. Kushi Sharma
Amity School of Business
COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION,
IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER
.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION
AMONG HUMAN BEINGS.
ITS ESSENCES :
PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.
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Communication Process
• Communication = process of sending and
receiving symbols with attached meanings
• Key elements:
– Source (person wanting to communicate; intends
particular meaning)
– Receiver (to whom message is directed)
– Encoding (translating idea to message)
– Decoding (translating message to perceived meaning)
– Channel (pathway)
– Noise (disturbance that disrupts transfer)
– Feedback (reaction to message)
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The Communication Process
Medium
Barrier
SENDER
(encodes)
Barrier
RECEIVER
(decodes)
Feedback/Response
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Feedback
• Critical to ensure no gap between
intended and perceived meanings.
• Particularly when an evaluation is being
communicated.
• Leads to use of 360-degree feedback in
performance reviews.
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Communications Barriers
• Physical distractions
– Interruptions like phone, drop-in visitors
• Semantic problems
– Different interpretations of words
• Mixed messages
– Verbal and non-verbal contradict
• Cultural differences
– Ethnocentrism, language use, non-verbal interpretations
• Absence of feedback
– One-way communication
• Status effects
– Superiors “telling” more than listening
– Subordinates filtering info going up; mum effect
– Need for MBWA
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ESSENTIALS OF COMMUNICATION
Dos
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood accurately or not
In case of an interruption, always do a little recap of what has been already said.
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other’s point of view.
Repeat what the speaker has said to check whether you have understood accurately.
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ESSENTIALS OF COMMUNICATION
DON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood by majority of
people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be heard.
Do not assume that every body understands you.
While listening do not glance here and there as it might distract the speaker.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing.
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7Cs of Effective Communication
1. CORRECTNESS :
• To be correct in communication
• Use correct form of language
• Include only accurate facts, words and figures .
2. CONCISENESS:
• It makes the message more understandable and comprehensible.
• Avoid unnecessary repetition and wordy expressions.
• Include only relevant facts with courtesy .
• Organize the message logically and efficiently.
3. CLARITY:
• It demands that the message should be correct, concise, complete,
concrete and with consideration . To accomplish these :
• Choose precise, short and familiar words.
• Proper punctuations make the writing clear.
• Make the message readable and understandable.
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4.COMPLETENESS:
• The message should be complete, we should be
able to know the reader’s background,
viewpoints, needs, attitudes and emotions.
• The message should answer all the questions in
the order ,they were asked .
• Give some additional information if important.
5.CONCRETENESS :
• The business writing should be specific and
definite.
• Use specific facts and figures .
• Avoid words like few, quick, soon etc.
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6.CONSIDERATION :
• Consideration refers to attitude, the human touch, and
understanding of human nature . It can be achieved
through
• Emphasize you instead of “I” or “we”
• Your message should convey truth .
• Stress the positive, pleasant aspects of facts.
7. COURTESY :
• Courtesy is more important and advantageous in
business writing then in face to face communication .
• Be truly tactful, thoughtful and appreciative .
• Omit expression that annoy .
• Grant and apologize candidly.
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