N4 Communication & Management Communication - Module 7 precis
Business communication module 1
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Transcript of Business communication module 1
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
Business Communication
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WHAT IS COMMUNICATION?
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.
Business Communication
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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 Communication
The 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
Business Communication
Message
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
Stimuli
A Communication Model
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Business Communication
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To Be Understood
To Be Accepted
To Get Something Done
To Understand Others
Objectives of Communication
Business Communication
Purposes 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
Formal
The sharing of messages regarding the official work of the organization.
Informal
The sharing of unofficial messages, ones that go beyond the organization’s formal activities.
Business Communication
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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.
Business Communication
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Every time we speak, we choose and use one of four basic communication styles:
Assertive ▪ Aggressive Passive ▪ Passive-aggressive
Business Communication
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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Business 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.
Business Communication
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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
Business Communication
70-90% communication is non-verbal
Words—objective information
Actions speak louder than words
Words conceal, actions reveal
Non-verbal—true feelings and attitudes
Central to interpersonal relationships
Leaders and managers—to create impression, manage interaction
Greater impact
Non Verbal Communication
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Business Communication
Enhancing 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
Contd…
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 people’s 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
Business Communication
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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
Business Communication
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 company’s 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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Finance
Marketing
Production
Board of Directors
Finance Officers
MarketingAssistants
FactoryOperatives
Internal Communication
Communication in Organizations
Business Communication
Communication 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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Business Communication
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.
Grapevine
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Business Communication
BARRIERS TO COMMUNICATION
Language Barrier
Semantics
Attitudinal barriers
Physical barriers
Information, Data Overload
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Business Communication
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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.
BARRIERS TO COMMUNICATION
Business Communication
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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BARRIERS TO COMMUNICATION
Business Communication
BARRIERS 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 Communication
BARRIERS 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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Business Communication
Information, Data overload -
Excess information is provided. Making processing and absorbing tasks very difficult. Distortion and omission are likely results.
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BARRIERS TO COMMUNICATION
Business Communication
BARRIERS 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 Individual’s
personal discomfort caused, for example ill health, poor eye sight or hearing difficulties.
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Business Communication
Solutions to Overcome Barriers to Effective Communication
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Business Communication
Overcoming Communication Barriers
Realize that communication is imperfect.
Improve your language, listening skills, writing skills & speaking skills.
Question your preconceptions.
Be sensitive to receiver’s point of view.
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Business Communication
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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 communication.
Overcoming Communication Barriers
Business Communication
Achieving Effective Communication
Knowing the steps in the communication process.
Attention Understanding Acceptance Action
Using simple, repetitive language.
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Business Communication
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Using empathy. Understanding body language. Learning to receive and give feedback. Developing effective listening habits.
Achieving Effective Communication
Business Communication
7C’s of Effective Communication
1. Correctness Builds confidence
2. Clarity Makes comprehension easier
3. Conciseness Saves time
4. Consideration Builds trust.
5. Courtesy Improves relationships
6. Concreteness Reinforces confidence
7. Completeness Introduces stability
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Business Communication
Correctness
• 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.
7C’s of Effective Communication
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Business Communication
Clarity
Clarity demands the use of simple language and easy sentence structure in composing the message. When there is clarity in presenting ideas, it’s easy for the receiver/decoder to grasp the meaning being conveyed by the sender/encoder.
Clarity makes comprehension easier.
7C’s of Effective Communication
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Business Communication
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.
7C’s of Effective Communication
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Business Communication
Consideration
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 reader’s problems, desires, emotions and his response.
Consideration means understanding of human nature.
7C’s of Effective Communication
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Business Communication
Courtesy
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.
7C’s of Effective Communication
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Business Communication
Concreteness
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.
7C’s of Effective Communication
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Business Communication
7C’s 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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