Transcript Introduction Business Communication

What communication is -The term communication is
derived from the Latin root munia meaning service.
The latin words communia/communis(common) or
communicare (commoness)connote mutual help,exchange
and interaction,a ‘commonness’of those belonging to the
same community.
A important aspect of human behaviour and symbolizes
human beings ability-convey opinions,feelings,information,
ideas to others(written or spoken)body language/signs.
It is an integral part of life.
BUSINESS COMMUNICATION
 Business communication-The word business stands for
any economic activity which is undertaken with view
to earn profit and the communication undertaken in
the process of this activity is termed as “business
communication”
 ORAL
 WRITTEN
 FORMAL
 INFORMAL
 UPWARD
 DOWNWARD
LATERAL
DIAGONAL
INWARD
OUTWARD
NONVERBAL
Lateral Communication
Marketing Manager
Production Mgr
Diagonal Communication
Marketing Manager
Training Manager
Marketing Supervisor
Training Supervisor
Vertical Communication
Marketing Manager
Downward
Communication
Upward
communication
Marketing
Supervisor
DEFINITION
 Meaning-The word communication is used in
common talk, usually to mean speaking or writing or
sending a message to another person.
 Communication is much more . Ensuring that the
messages reach the target audience and the receiver
understands and responds to the messages that we
receive.
 “For communication to be effective there has to be
both information and meaning in the content and
meaning requires communication.”
Peter F Drucker
Meaning
 Communication is central to everything that we do.We
do things in Organizations. Family
school,colleges,community groups,our city,town,the
organizations where we live.
 Our activities succeed or fail/ goals achieved or not is
in accordance to the ability to communicate effectively
with other members.
 Organization is held together by communicationOrganisations cannot function without
communication(e.g Multinational company’s spread
all over the world can function like a single unit)
Contd:
 The primary element in the skills of management is
competence in communication.
 It is a tool with which we exercise influence on
others,bring about changes in the attitudes and views
of our associates,motivate them and establish and
maintain relations with them.
 To accomplish our goals we have to improve our skills
of communication.
contd
 Communication is an important aspect of
behavior,human communication is affected by all
factors that influence human behavior.
 In the last sixty years ,the study of human
communication has been strengthened by
contribution from many discipline.
Definitions,descriptions of the process,and analyses of
the elements of communication have been developed
by many scholars.
Nature of communication
Characteristics which define the nature of
communication.
1 It is a process: In which there are some identifiable
interrelated events which are initiated by the sender.
This is followed by encoding messages,through some
channel till the receiver receives the message and
ends the process with the feedback.
2.It is inevitable: Communication is essential a physical,
social and psychological exercise.(all physical
comforts-not allowed to read & write-mentally
deficient )
Contd
3.Meaning based: to be able to refer to things in the real
world-name things,states,events & attributes,by using
words.-able to link words together so to create
meaningful sentences and language.-clear headed in
what we say.
4.Intentional and unintentional: convey what we don’t
wish. “We cannot ,not communicate”
5. Communication is systematic: Every component of
communication is affected by the other. Sendermessage-receiver.
6. A two way traffic : involvement of two people,
ie,sender and receiver .-complete when there is a
receiver. Example- hundreds of memos, warning
letters sent by the director in an organisationcomplete when it is received read and understood.
- exchange of views, opinions,and directions it involves
both parties.
- Upward communication/downward communication.
•
Messages,directives,and opinions –downward
•
Grievances,complaints,opinions feelings and
points- upward.
Message
Channel
Decoding
Encoding
Idea
sender
Receiver
Decoding of
Feedback
Encoding of
Response
Feedback
Perceived meaning.
Internal response
7. Social Process: A process which helps him to interact
and socialize.
8.A dynamic process: “Ever changing”not constant or
one time.
9.Continuous process: On going process- one interaction
follows another.
10. Involves interaction and transaction:- exchange ideas
and information –influence –share and exchange ideas
etc.
contd
11.It is spiraling process: Does not start /grow at the same
level.
-difference in the abilities of sender and receiver.
-impact of noise and time.Takes a spiral shape before it
gets completed and reaches the receiver.
12.It is contextual: Happens with reference to a
context.The same words would mean different.
e.g(Chair)dennotative .Chairs the
committee(connotative)
13. Needs proper understanding: Clear and concisely.
14.Leads achievement of the organisational objective:
15. Dispels misunderstanding: Clear understanding
between persons- building camaraderie.
16. It has four specific skills:
- Reading
- Writing
- Speaking
- listening
17. It is all pervasive: Inevitable in an organisation.
- delegate
- co-ordinate activities
- managerial decisions
18. It shares thoughts and ideas, which produce
response.
19.It is the life blood of the business/organization.
- effective communication network.(exist,grow,survive)
- achieve organizational goals(products,profit ,progress
Classification of communication
 Communication is classified
 –number of persons receive the message.
 Intrapersonal communication- involves in one’s own
mind.(feelings and thinking)
 Interpersonal communication-Exchange of message
between two persons
(conversation, dialogue,interview)
 Group communication-small or large groups.(club)
contd
 Mass communication- message sent to large
groups(newspaper,radio,television)
 Communication can be classified on the medium
employed.
- Verbal communication(written or spoken)
• Speaking,listening, writing, reading and thinking.
• Oral/written communication.
-Non verbal communication: signs, gestures,
facial expression.(wordless message)
Contd
 Non verbal communication can be identified:-
-Personal space(proxemics)
- Sense of smell(olfactics)
- time(chronemics)
• Meta communication:-Speakers choice of words
unintentionally communicates more than the actual
words .(Flattering remark)
• Informal, formal,upward,downward,lateral or
diagonal.
Importance
 Effective communication: Most important ingredient of an organisation.
 Organisation –effective communication system.
 Achievement of organisational objectives .
- Proper coordination
- Integration of employees in an organisation.
• Social glue –keeps the organisation together.
• Inhances own productivity and
Organisations.(Dhirubhai Ambani)
Benefits
Better
quality of
documents
Lesser
misunder
standing
Enhanced
Professional
image
Increase
productivity
Effective
communication
Increased
awareness
among
Improved
customer
relationship
Healthier
business
relationship
Stronger
decision
making
Quicker
problem
solving
Exercise
Communication for better relationships.
To understand how another person communicates is
getting into his/her CAVE.
C---CULTURE---------------------A---ATTITUDE---------------------V--VALUES----------------------E---EXPECTATIONS----------------------
Non verbal communication
 Types of non verbal communication
 Body Language(Kinesics)-Body language (Kinesics) is
the way body communicates by its physical
movements- look at inner state of emotions –
expressed through different parts of the body-physical
movement- nodding,blinking,shrugging waving
 Facial expression-divulge hidden emotions-anger
annoyance,confusion,joy,love ,sorrow,interest
Non Verbal
 Eye contact—Best indicator- angry/the eyebrows
 Posture-relax,slouch(self confidnce)
 Gestures-tapping ,fidgeting,tapping foot(nervousness)
clenched fists-anger
 Body shape-fat,thin,tall(dominance)cannot do muchposture,dressing
 Smell and touch-approval,emotions
 Silence
 Sign language-symbols/visual audio symbols-bell
 Paralanguage-para means like(like language is the way
we use our voice I uttering words –pitch,volume
 Speed
 Stress on words
 Space language(Proxemics) use of space. 1.5 ft complet
circle –meeting setting
 Surroundings-Room Setting/office
 Time-
-punctuality
-waiting time/doctor (special skills)
-time given to task
-Time given to a person