MODULE --- 1

chapter

BUSINESS COMMUNICATION

COMMUNICATION IN BUSINESS-Importance of communcation,Forms of

communication, communication network of the organization ;process of communication: different stages, different between oral & written communication.

Books RecommendedManagerial Communication-Rai & RaiDeveloping Communication Skills-Krishna

Mohan Meera BanerjiBusiness Communication- Raymond V

LeiskarMarie E Flatley

COMMUNICATIONCommunication is derived from latin word

“communis” meaning common.It stands for a natural activity of all human

beings to convey opinions ,feelings, information,& ideas to others through words written or spoken ),body language, or signs.

Definitions of CommunicationGeorge Vardman in his book" Effective

Communication of ideas defines effective communication as

“purposive interchange, resulting in workable understanding & agreement b/w the sender & receiver of a message.

Robert Anderson – Communication is interchange of thoughts,opinions,or information,by speech,writing,or signs.

Communication The sharing of information between two or

more individuals or groups to reach a common understanding (but not necessarily agreement).

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Allen Louis --- Communication is the sum of all things one person does when he wants to create understanding in the mind of another; it involves a systematic & continous process of telling, listening,& understanding.

Keith Davis– defines communication as “The transfer of information & understanding from one person to another person.It is a way of reaching others with facts,ideas,thoughts,& values.

Features of Communication ProcessCommunication is unavoidable.Continuous ProcessTwo way TrafficThe Role of perceptionUniversalSocial process

What is communication ?The Transmission of messages Which requires at least

2 participantsFactors of communication:

The Message - The content of the communicationThe Medium - The method of passing on informationThe code - The system of signs or sounds usedThe Channel - Sound waves or light wavesInterference - Noise which can affect transmission of

information Feedback - information on how information was

receivedContext - Framework in which communication takes

place

Reasons for communicationIn groups list the reasons why we

communicate and identify the aims of good communication

List the different forms communication takes.

Reasons for communicationTo teach or learn

somethingTo obtain/accomplish

somethingTo express feelingsTo solve problemsTo stimulate interestTo socialiseTo entertain

To provide support To question or to

answerTo OrganiseTo JustifyTo disciplineTo pass on

informationTo clarify

Process of Communication Sender: The individual, group, or

organization that needs or wants to share information with some other individual, group, or organization.

Receiver: The individual, group, or organization for which the information is intended.

Message: The information that a sender needs or wants to share with other people. Needs to be both clear and complete

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Communication - Key Terms

Encoding: Translating a message into symbols or language that a receiver can understand.

Medium: The pathway through which an encoded message is transmitted to a receiver.

Decoding: Interpreting or trying to make sense of a sender’s message.

Noise: Anything that interferes with the communication process.

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Functions and importance of communication

General functions & Importance of Communication.

Functions & Importance of Communication to individual.

Functions & Importance of Communication to Business.

General functions of communication

1) Conducive environment.2) Technological progress.3) Economic development4) Global village

Importance to individual

1) Expression of oneself.2) Satisfaction of Human Needs3) Building Human relations.4) Career advancement.

Importance of Communication in business1) Efficient working of the business.2) Communication failures:Costly3) Basis of managerial Functions (a) Anticiaption (b) Innovations. (c)Planning

(d) Organising (e) Leading ,Directing & Motivating (f) Controlling 4) Building Human relations5) Total Quality amnagement6)Zero defect marketing & quality services.7)Job satisfaction & enrichment

8) Maintaining relations with external parties9) Strategic Management.

Summary of the above Points.

“Communication is basic to an Organisation existence from birth of the organization on through its continuing life

Herbert.G.Hicks.

When Communication stops organised activity ceases to exit.

CLASSIFYING/FORMS COMMUNICATION Communication is classified according to the

no of persons (recievers) to whom the message is being sent.

Intrapersonal Communication Interpersonal Communication Group Communication Mass Communication Verbal Communication

Non-Verbal communication Meta Communication

1) Intrapersonal Communication It is talking to oneself in one’s own mind Ex:Soliloquies.

2) Interpersonal communication It is the exchange of messages b/w two

persons. Ex: A conversation, a dialogue, interview process in which two persons interact

others may also be present as audience).

3) Group communication

It can be among small or large groups in which all individuals retain their individual identity.

Ex: An organisation,Club or a classroom

4) Mass Communication

It occurs when the message is sent to large groups of people.

Ex: Newspaper,radio,television

In this process each person becomes a faceless individual with almost no opportunity for personal response or feedback.

Communication can be classified on the basis of medium employed

5) Verbal Communication It means communicating with words, written

or spoken.Verbal communication consists of speaking,listening,writing,reading, & thinking.

6)Non-verbal Communication It involves exchanging information b/w persons

through sign language,action language,or object language.

Ex: Pictures,signs,gestures,facial expressions

Non verbal communication flows through all acts of speaking or writing.

It is a wordless message conveyed through Gestures(sign). Movements(action language) Object language(pictures/clothes)

Nonverbal communication can be identified by Personal space(proxemics,body language,& kinesics) Touch(Haptics) Eyes(Oculesics) Sense of Smell(Olfactics) Time(Chronemics)

7) Meta Communication

Here speakers choice of words unintentionally communicates something more than what the actual words state.

Types/Forms Of Communication1. On the basis of Organizational

Structure Formal Informal2. On the basis of Direction Vertical Horizontal Diagonal

Vertical Communicationa. Downwardb. Upward3.On the basis of way of ExpressionOralGestureWritten

1 .On the basis of Organization StructureA.Formal communication-Types of Formal

communication-AdvantagesIt helps in developing relations between

immediate boss and his subordinates.It keeps uniformity in the dissemination

of information.It is an officially recognized path of

communication.

DisadvantagesIt increases the workload of various

managers as communication is to be transmitted through them.

Dilutes the accuracy of the message when filtering and coloring take place at middle level.

B. Informal communication(Grapevine)Factors responsible for informal communicationFeeling of uncertainty or lack of direction when

the organization is passing through a difficult period.

Feeling of inadequacy or lack of self confidence on the part of employees, leading to the formation of groups.

Giving other employees a feeling of insecurity or isolation.

Types of grapevinea. Single strand chainb. Gossip chainc. Cluster chaind. Probability chain

Advantages of grapevineSafety valueOrganizational SolidarityQuick transmissionFeedback

Disadvantages- Incomplete information- Damaging swiftness- Leakage- Lack of authenticity- Problem in fixing responsibility

2. On the basis of Directiona. Vertical-Downward and upward Advantages of Downward communication-Helps to convey to the subordinates the expectations of management

from them.-Acts as a means to control the activities of the subordinates with active

feedback.-Provides motivates to the subordinates to the workers to excel their

performance. Disadvantages of Downward communication-Delays in transmission-Overload or unload message-Loss of informationDistortion of message

b. Upward communicationAdvantages-crates insight into behavioral problems.- Create confidence and trust - Enhance learning and excellenceDisadvantages-Delays and distortion- Poor listening- Hesitation of employees

B.Horizontal Communication-Advantages It helps in coordinating the activities of different

departments at the same level. Different heads may sit together and thrash out

problems of wastage of time ,money, labor and materials

-Disadvantages Rivalry among employees Specialization Lack of motivation

C.Diagonal communicationOral –informal meeting, formalConference, task teams, project organization

meetingWritten –Company newspaper or magazineBulletin boardsGeneral notices etc

3.On the basis of way of expressionOral communication- Advantages-saves time-saves money- Speech is more powerful means of persuasion

and control- Speaker can get immediate feedback- Immediate clarrification- The informal plane of oral communication helps

to promote friendly relations

Media/Modes of communication1. Internal communication- which take place

with in the organization between employees or groups or teams it can be oral or written ,formal or informal, upward or downward control and caution among the organization .

2. External communication take place outside the organisation.like customers,competitors,creditors,public,press,media and government. It can take place through various channels.Letters,notices,telephone calls,meeting,press conference,product launch events and advertisements etcS

Characteristics of Successful communicationCommunication is successful whenThe message is properly understood.The purpose of the sender is fulfilled.The sender & reciever of the message

remain linked through feedback

Characteristics of Successful communication According to Francis.J.Bergin,communication

should be:1) Candidness2) Clarity3) Completeness4) Conciseness5) Concreteness6) Correctness7) Courtesy

1) Candidness The message to be communicated

should be candid(straight forward,frank)

It should not be: Indirect Multivocal or untrue2) Clarity/Clear Clarity in expression is brought

through use of precise & concrete words.

As far as possible ,use simple & short words than prompous & heavy words

Prompous

Terminate Fascination Utilise Procure Deem Interrogate

Simple

End Attraction Use Get Think Question

Use words which are familiar to the audience & are appropriate for the situationFamiliar

Home After Deeply For Example

Pretentious

Domicile Subsequent Profoundly eg

Construction of effective sentences and paragraphs is at the core of clarity Prefer use of sort sentences than long ones. Insert no more than one main idea into a

sentence. Arrange words 7 clauses in such a way that

the a main idea occurs easily in a sentence & less important in subordinate clause.

Headings,tabulations,graphs,line charts,pie charts,coloured capital or italic letters should be used in a creative way to improve the visual impact of the message.

3 . Completeness

Incomplete message breeds misunderstandings & misinterpretations.

Wastage of time and resources.Irritates the receiver.Completeness contributes to the

clarity of the message

4.ConcisenessWORDYAt this point of timeAs regards the fact thatBecause of the fact thatIn due course of timeNot very far from here

CONCISENow or at presentConsidering

As or because

SoonNearby, or close by

Use single word substitutes instead of phrases without changing the meaning of the message

Long phrasesAt the present timeDue to the fact thatDespite the fact thatWill you kindlyKeeping in view

Single wordsNowBecauseAlthoughPleaseconsidering

Use single & simple word instead of 2 words ,conveying the same idea

Two Words

9.a.m in the morning In my personal

opinion period of one month

Simple

9.a.m In my opinion One month

Eliminate Unnecessary prepositional Phrases

Wordy

Wish to suggest.Order for goods.

Concise

Suggest.Order goods.

Include only relevant material related to the main purpose of the message.

Avoid lengthy introductions & unnecessary explanations.

Also omit the information already known to the receiver

5. ConcretenessConcreteness means being specific.Definite in describing events & things It also means using specific facts and

figures.Avoid using words leading to uncertainty

and vague.Use active words than passive words.

6.CorrectnessCorrect in

spelling,Grammar,Format,Content & statistical data provided.

Verify the tools ,data,totals,etc for correctness.

Check the grammar & construction of sentences

Use right level of language-formal/informal.

7.CourteousCourtesy in the message as well as

manners plays a dominating role in this regard.

Be in right frame of work.Use polite and respectful tone.Always thank for generosity and favour.Use words like please for requesting

something.Ensure that the other persons self

respect is not hurt.

Communication in CrisisPersonal department of a management will

plan for 7 respond to crisis. The crisis may arise due to

1.Environmental accidents.2.Strikes.3.massive product failure.

4. Major Litigation.5.Abrupt changes in management.

If the crisis situation is not handled properly it may lead to

1.Destroying company’s reputation.2.Drain its functional strength.3.Erode morale.4.Heavy fines & negative publicity

Measures to overcome crisis1.Selecting a communication team & a

knowledgeble spokesperson to handle the requests for in information during crisis.

2.The individual selected should be able to speak honestly & remain calm when a crisis hits.

3.Experts recommend that managers especially top management be visible in the hrs immediately following the initial crisis,to demonstrate that the company will do whatever it takes like.

1.To control the situation. 2.To find the cause. 3.To prevent a future occurrence.

4.Experts recommend that managers to minimize the impact of any criss,on

employees by communicating Honestly.Openly using caution when sharing personal

opinions.

Communication Network of the organization:-

Factors influencing organization communication:

a. Formal channels of communicationb. Job specializationc. Authority structured. Information ownership