8uslness CommunlcaLlon

rocess
1he ComponenLs
Sender Lncoder
Message
Medlum
8ecelver / uecoder
leedback
1he CommunlcaLlon rocess
Sender has an ldea
Sender encodes Lhe ldea
Sender LransmlLs Lhe message
8ecelver geLs Lhe message
8ecelver decodes Lhe message
8ecelver sends feedback

Sender Lncoder
As a sender encoder you use symbols LhaL express you message and creaLe Lhe
deslred response
Sender has an ldea
ldea generaLlon
Sender (self) assessmenL
ldea evaluaLlon
ConLexL conslderaLlon
Message
?ou musL flrsL declde whaL Lhe maln polnL of your message ls and whaL oLher
lnformaLlon Lo be lncluded lL conslsLs of boLh verbal (spoken and wrlLLen) and nonverbal symbols
Sender encodes Lhe ldea
Language
lormaLs
Lmphasls
Cb[ecLlves
LffecLlve LranscrlpLlon
Med|um
?our medlum depends upon
ConLexLual facLors
naLure of Lhe message
8elaLlonshlp beLween Lhe sender and recelver
WheLher Lhe communlcaLlon ls
lnslde your organlzaLlon (Memo 8eporLs MeeLlngs eLc)
CuLslde your organlzaLlon (LeLLers roposals faxes ads dlscusslons lnLervlews eLc)
verbal CommunlcaLlon A comparlson
Cra|
lmmedlaLe feedback
ShorLer senLences words
ConversaLlonal
locus on lnLer personal
relaLlons
rompL acLlon
More lmperaLlve lnLerrogaLlve and exclamaLory senLences
Wr|tten
uelayed feedback
Longer senLences
More formal
locus on conLenL
Where evldence of record ls requlred
ueLalled documenLaLlons
osslblllLy of revlew
Sender LransmlLs Lhe message
Mode of communlcaLlon
ApproprlaLeness
Lmall
1elephone
WrlLLen CommunlcaLlon
Conslder barrlers
AL Lhe Workplace
m d|scuss|on
kece|ver Decoder
1he message recelver ls your reader or llsLener also known as decoder as s/he decodes your
encoded message 8ecelver ls lnfluenced by hls conLexL and by hls menLal fllLer
8ecelver geLs Lhe message
8ecelvers frame of mlnd
hyslcal condlLlons
1lmlng
ClarlLy of message
ercepLlon
8ecelver decodes Lhe message
1argeL
ercepLlon
Language
SlLuaLlon
knowledge
lnLenLlon
ConcepLs roblems
no Lwo people are LxAC1L? allke
no Lwo counLrles are LxAC1L? allke
no Lwo culLures are LxAC1L? allke
8esulL
roblems wlLh communlcaLlon occur when Lhe communlcaLor fllLers are sharply dlfferenL
ommon 8arr|ers |n kece|ver
W hyslcal 8arrlers
W sychologlcal 8arrlers
W ConvenLlons of Meanlng
W ercepLlon of 8eallLy
W values ALLlLudes Cplnlons
Ieedback
leedback can be a deslred acLlon an oral or wrlLLen message or slmply sllence lL ls Lhe mosL lmporLanL
parL of communlcaLlon process
8ecelver sends feedback
WhaL you expecL and whaL you geL
ueallng wlLh Sllence
8eadlng non verbal clues
8eadlng beLween llnes
Luphemlsms
LlsLenlng Lo response
rocess of CommunlcaLlon
AcLlvlLy
3 volunLeers please
Cne Lo llsLen and convey
Cne Lo observe and convey
Cne Lo llsLen and Lranscrlbe
AcLlvlLy
LvaluaLlon of effecLlveness
1 ontext
a) ave you consldered Lhe culLural and organlzaLlon convenLlon concernlng Lhe
envlronmenL of your message?
b) ave you LhoughL abouL Lhe speclflc reasons for and ob[ecLlves of your message?
LvaluaLlon of effecLlveness
Sender encoder
a) 8ecognlze Lhe lnLernal aLLlLudes can lnfluence your message
b) 8eallze LhaL Lhe words you are uslng reveal someLhlng abouL you
LvaluaLlon of effecLlveness
Message
a) ls Lhe cenLral purpose clear ?
b) verbal and nonverbal elemenLs are consldered ?
LvaluaLlon of effecLlveness
Med|um
a) Whlch medlum should be used? Cral for urgenL wrlLLen for less urgenL
b) Ask yourself Are Lhe symbols used are clear ln Lhe medlum l have chosen?
LvaluaLlon of effecLlveness
kece|ver decoder
a) Are you as Lhe sender aware of Lhe aLLlLudes and percepLlons of your recelver?
b) Are Lhere any physlcal emoLlonal menLal or culLural facLors ln Lhe recelver mlnd LhaL
could affecL your message?
Sender evaluaLes effecLlveness
Ieedback
a) ave you allowed for feedback Lo your recelver / message?
b) ave you been preclse abouL when you deslre Lhe feedback?
lf all my possesslons were Laken from me wlLh one excepLlon l would hope Lo keep my power of
communlcaLlon for by lL l would regaln all Lhe resL"
8eferences
webslLes
hLLp//hoducom
hLLp//webn[lLedu/llpuma/332comproc/comprochLm
8ooks
Clbson !W odgeLLs 8M 8uslness CommunlcaLlon Skllls and SLraLegles n? n? arper 8ow
8arrlers and CaLeways Lo communlcaLlon
lnLuLelndla[gmallcom
8arrlers
AnyLhlng LhaL prevenLs successful communlcaLlon from occurrlng
Complex and mulLllayered
Can be Lechnlcal or generaLed by Lhe medlum used
lacLors are human behavlour percepLlons and reacLlons
CommunlcaLlon 8arrlers
SemanLlc 8arrlers
hyslcal/Mechanlcal 8arrlers
Soclo sychologlcal 8arrlers
CrganlzaLlonal 8arrlers
Soclo CulLural 8arrlers
8arrlers Lo LlsLenlng
nolse
nolse ls any dlsLurbance ln Lhe communlcaLlon process LhaL lnLerferes wlLh or dlsLorLs communlcaLlon
lllLers
A fllLer operaLes accordlng Lo Lhe needs demands and percepLlon of Lhe person 1he mlnd reLalns whaL
ls relevanL Lo Lhe person
SemanLlc barrlers
Arlse due Lo problems ln language
Words wlLh dlfferenL meanlng
use famlllar words
ConnoLaLlons
Clarlfy nuances use poslLlve words
8ad expresslon
ollsh yr language
laulLy LranslaLlon
use approprlaLe language
unclarlfled assumpLlons
Avold amblgulLy
Language
ConvenLlons of Meanlng
AmblgulLy My aLLach dlfferenL meanlngs Lo dlfferenL words (sender recelver)
MlslnLerpreLaLlon
lmpreclse LmoLlonal Lechnlcal lnLellecLual
uepends on background educaLlon and experlence
ConLenL
Message ClarlLy
Language CrganlzaLlon locus lnLeresL
CompeLlng messages
ercepLlon
knows Loo much/ Loo llLLle
LlmlLs llsLenlng accordlng Lo bellefs

Language CaLeway
8eallze LhaL Lhere are mulLlple meanlngs Lo words phrases
LvaluaLe conLexL
8e reclse
hyslcal or Mechanlcal 8arrlers
Arlse due Lo dlsLance nolse and defecLs ln mechanlcal devlces
nolse
ulsLance and 1lme
lnformaLlon overload
8esLrlcLlve envlronmenLs
ulsLracLlons
CaLeway hyslcal 8arrlers
ldenLlfy and eradlcaLe dlsLracLlons
Mlnlmlze dlsLracLlons ln buslness llfe emall lm send and recelve corporaLe manners (cublcle Lalk)
ln crease concenLraLlon levels focus
lree self from preconcelved noLlons pre[udlces
Mode of dellvery
Speaker
uellvery enunclaLlon Lone lnflecLlon speed conLenL organlzaLlon
ulsLance clrcumsLances reasons
ALLlLudes of llsLeners
non verbal cues
Cholce of Mode
Channel breakdowns
1echnologlcal compaLlblllLy
CaLeway Lo mode barrler
Means of communlcaLlon compaLlblllLy
Choose mode approprlaLely
lf face Lo face use your presenLaLlon skllls and lnvolve your audlence
ConcenLraLe on Lhe whaL" and noL Lhe who" or Lhe how"
CrganlzaLlonal barrlers
Arlse due Lo organlzaLlonal sLrucLures and communlcaLlon sysLems
Long chaln of command
ulfference ln sLaLus
oor SpaLlal arrangemenL
lnfo overload
lnapproprlaLe cholce of medlum
Message complexlLy
LLhlcal and soclal barrlers
CaLeway
W ShorLen scalar chaln
W roper layouL
W Cpen lnLerdeparLmenLal communlcaLlon channels
lnformaLlon overload
uman capaclLy
LxLernal barrlers
8elevance
uLlllLy of lnformaLlon
8epeaL 8uslness affecLed
CaLeway
8e reclse
8e Lhe Audlence
Conslder uecodlng facLors
lf glvlng examples/evldence glve one LhaL ls relevanL and shorL
8alance sLory Lelllng wlLh audlence expecLaLlons
Ask whaL ls audlence Lakeaway?
Soclo sychologlcal 8arrlers
ALLlLudes and Cplnlons
LmoLlons
SLaLus consclousness
Closed mlnd
lnaLLenLlon
ulsLrusL or pre[udlce
oor reLenLlon
remaLure [udgmenL
sychologlcal 8arrlers
ercepLlon of 8eallLy
MlndseL
values ALLlLudes Cplnlons
SLrucLured by unlque characLerlsLlcs physlcal menLal emoLlonal
ersonal and slLuaLlonal experlences
Can magnlfy or dlmlnlsh sLlmull
CaLeway sychologlcal 8arrlers
uo noL leL blases lnLerfere wlLh comprehenslon
8especL values and bellefs of oLhers
know LhaL Lhere may be dlfferenL vlew polnLs
AccepL vlewpolnLs ?ou do noL have Lo agree
sychology of audlence
8arrlers
8ackground
LLhlcal and soclal barrlers
knowledge levels
ulverse group
8ellefs
8eacLlons
LxpecLaLlons
CaLeway Lo an AudlenceCenLered Approach
undersLand blases
Conslder background
lacLor ln age
8ecognlze sLaLus
LLhlcal and soclal accepLance and openness
Language ApproprlaLeness
uecepLlve LacLlcs
ollLlcal
CrganlzaLlonal
ersonal
CaLeways
Ask for experL advlce
8ead Lhe small prlnL
uo Lhorough background checks
Who galns whaL?
Cbserve emphasls polnLs
CuesLlon Lvldence

Some facLs
Average person spends 70 of waklng hours communlcaLlng 43 of LhaL llsLenlng
ln a Len mlnuLe presenLaLlon Lhere ls 30 reLenLlon ln Lwo days only 23
LlsLenlng
Speaklng 8aLe 123 130 words per mlnuLe
LlsLenlng raLe 300 words per mlnuLe
Leaves loL of Lhlnklng Llme
oor llsLeners use do noL manage excess Llme efflclenLly
CaLeways Lo LlsLenlng
use excess Llme Lo ouLllne messages
LvaluaLe loglc
verlfy and lnLegraLe wlLh exlsLlng knowledge
lormulaLe quesLlons
rovlde feedback
Maln 8eferences
8uslness CommunclaLlon Meenakshl 8aman rakash Slngh
8uslness CommunlcaLlon 1oday 8ovee 1hlll ChaLurvedl
8aslc buslness communlcaLlon C8 CupLa
use your Learnlng