Understanding Business Communication What is Communication? It is the process of sending and receiving messages.

It is useful only when it is understood and encourages new thinking. Advantage of Good Communication Communication is needed in a business set up to: 1. 2. 3. 4. 5. 6. Supervise work flow Shape and make impressions on others Get the work done Able to implement changes Encourage commitment to the company Bring about coordination of activities

Results of ineffective communication 1. 2. 3. 4. Misunderstanding Ideas misfiring Work not getting done Companies floundering

Communication takes up a lot of the managers time. Communication serves 4 major functions 1. Information: a. Just in time (JIT) production will require this to a great level. b. Helps in making important decisions. Missions and plans followed post this 2. Control: a. Power to influence other peoples behaviour b. Notion of control goes hand in hand with co ordination 3. Motivation: a. One of the most important aspects. Employees need to be motivated so that the work gets done. 4. Emotional expression: a. There has to be an area where people can come and express their emotions.

Communication in an Organizational Setting A) Internal Communication- It is the exchange of information and ideas within the organization.It is important to communicate with and provide information to the employees. Formal Communication Network Necessity for upward and downward communication Making time for face to face meetings Creating employee-oriented publications Communicating visually- Many modes to do the same things (e.g- video conferencing) Downward Flow Involves communication form higher levels of hierarchy to the lower levels. Such communication comprises information, instruction, directions and orders. Upward Flow Involves communication form the lower levels of hierarchy to the higher levels. Such communication comprises reports on problems, emerging trends, opportunities for improvement, grievances and performance. These take the form of requests, suggestions and recommendations. Lateral/Horizontal Communication This takes place across departments. It helps employees share information Helps coordinate work assignments Helps solve complex problems Problems include: depts. may compete with each other for resources Conflicts may occur. Lack of trust can lead to concerns regarding job security/promotions.

Informal Communication Network The grapevine- The unofficial communication that take s place in the organization. Its disadvantages are that it threatens the power of managers to control flow of information and it is inaccurate and causes confusion. External Communication This is the communication that goes in and out of companies. 1. Formal external communication a. The benefits of good communication creates a favourable impression by having well-constructed reports, letters, presentations and web sites. All this besides phone calls, fax, internet and radio tapes. b. Sends important message to outsiders about the quality of the organization. 2. Informal external communication a. Enables understanding of the customer needs b. Every time one speaks, they help spread more knowledge/ understanding and create an impression of the company c. Top management rely heavily on outsiders to gather information that might be useful to the company.

E- Mail 1. 2. 3. 4. 5. Respect peoples electronic space Prompt response Subjectshould be tothe point. The level of formality should be based on the person you are writing to Address the person formally this should not change till there is any indication from the opposite person. e.g. Dear Mr. (surname) or Dear Ms. (surname) 6. To, From, Bcc, Cc & Reply/Reply All are all the important fields and aspects of an E-Mail. One should know when to reply and when to reply all. 7. Formatting 8. Attachments 9. Writing the body if the E-Mail the main text or message. The reason for writing should be mentioned in the 1st line itself. 10. Edit your replies 11. Ending your emails I look forward to hearing from you 12. Signature: a. Best Regards b. Best wishes c. Kind Regards d. Regards 13. Identification: a. Name b. Designation c. Companys Name d. Website e. Phone Number

Communication Process Encoding and Decoding Sender Encodes an idea Puts the idea in a message form.(words, facial expression, gesture, tone of voice, style) Transmits the idea after selecting a medium. (verbal/non-verbal, written, spoken, email..) The choice of medium will depend on the nature of the message, the audience, speed at which it needs to be transmitted and the level of formality.

The sender (initiate sthe communication)

Feedback.( was the mesaage recieved? was is understood?)

Message (the information that is to be transmitted)

Reciever. (The audience at the whom the message is targetted)

Medium.(how the meassge is passed on)

Communication Barriers o Perceptual Differences-Socio-economic and age differences will influence perception. Each person is unique so will his/ or her metal map be. The ideas will vary too. There is also selective perception to beware of. o Language Differences The understanding of language matters, different phrases and jargon have different meanings in different place and cultures.

o Restrictive environment-Communication should flow easily and freely, otherwise it becomes fragmented. o Distractions- Physical ones include visual and acoustic ( mikes and ppts). o Emotional ones include hostility, worry, stress and fear. o Information overload- too much info given. One must be able to select what is important and what isnt. o Deceptive tactics- Hidden meanings, conditions apply, inflated benefits, leaving out crucial information, inaccurate geographical representation. Strategies to overcome communication barriers 1. Adopt a more audience centric approach 2. Foster an open communication climate by: a. Modifying the number of organizational level b. Choosing the right medium (i) face to face is the richest. There is immediate transfer of information (ii) verbal or non-verbal

Impromptu Speeches Practice impromptu speaking Talk on the subject given to you without having much time to think about it. This kind of practice does 2 things: 1. It proves to the people in the group that you can think on your feet. 2. Makes you more secure and confident when you are giving a prepared talk. Peter Drucker The illiterate of the 21st century is not the one who cant read and write but the one who cant learn, unlearn and relearn. Be mentally prepared to speak impromptu 1. Face up to the situation and decide exactly what you want to cover in the short time at your disposal. 2. Prepare yourself mentally for these situations 3. Analyse every public aspect. Speak with animation and force 1. Use the principle of here and now. 2. Appropriate levels of animation to be used Stay close to the meeting in the remarks that you make. 3 sources which you can draw from 1. Audience 2. Occasion 3. Another speaker Dont talk impromptu. Do a little planning.

Important facts with regard to writing A) Reading is important to writing Reading helps you become a good writer You perceive how writing is accomplished in certain scenarios The readers knowledge while reading is important Reading helps in improving ones linguistic skills. B) Parameters to be kept in mind while writing Why- the purpose for which on is writing Whom-the person for whom the message is intended. What- the info one wishes to convey How- the manner in which the info is to be conveyed. C) Writing should be treated as a cognitive activity What activity is one doing when writing? -Describing -Narrating -Classifying -Enquiring -Specifying -Generalizing -Comparing and Contrasting -Evaluating -Theorizing D) The frequency of writing is important. Read-Write- Revise

Letters Letters are mostly external Good for keeping a record Allows for further clarification Keeping timelines

Date format DD/MM/YYYY In business letters the firms letterhead as well as the, logo is used. The letterhead has the companys name, address, telephone number, fax number and the email id. If the letterhead is not used, the senders address has to be followed by the recipients address. The standard format is employed. This includes the reference, date , address, salutation, text of the letter and close.

Non Verbal Communication The way you move and look makes up most of the presentation. Slow & subtle movements show that the person is calm and confident Fast and pacing movements show that the person has energy and enthusiasm

During your openings you are your best visual aids. No Nos while presenting 1. 2. 3. 4. 5. 6. 7. Pacing up and down Swaying Barrier ( folding arms or podium) Fiddling and fidgeting with hair, clothes or jewellery To be overly casual To be overly aggressive To do nothing

Keep in Mind 1. One should vary the hand gestures. Dont do the same action over and over again as it is distracting and makes the audience wonder when you are going to do it again 2. Dont fold hands as it is a defensive stance and it comes as a barrier. Even the use of a podium makes one look trapped. To overcome the barrier of the podium one can use a collar mike or a radio mike. 3. Dont have objects such as a pen in your hand since it makes the presenter fidget with it. Fidgeting, hand gestures, clicking of pens, etc. makes one look nervous and it distracts others. 4. If one is hyperactive and moves around too much they exhaust the audience. One should take it easy but not too easy and casual about it. The speaker should focus on the audience and not on self. 3 aspects that make your presentation 1. Words information this is 7% of the total presentation 2. Tone of voice attitude this is 38% of the total presentation. The audience tunes into the tone of the voice. 3. Body language makes up the 55% of the presentation

All the 3 aspects have to cohere with each other. When your body language gives away information about you that you did not intend to share that is called leakage The space (proximity and area) at the time of speaking is influenced by the occasion and the importance of the speaker. This can be split into bands of space. 1. 2. 3. 4. Public Band - Public speaking/ speeches more space Social Band Social events less space Friendly Band Party less space Intimate Band family and loved ones less space

Presentation Skills One has to master presentation skills because -It paves the way for entry into the modern business world -It brings rewards throughout ones career -Adds on to ones overall employability. Voice- It is very important how you sound. Your presentation skills are affected by your personality. 5 ways to power up the audience 1) 2) 3) 4) 5) Kill Fillers- This includes umm aaah.. Dont use them, they are useless and boring. Slow down- Give yourself some breathing and thinking space. Pause- This gives you time to think and the audience to absorb what youve said. Emphasis- Emphasize the key points, or one risks being monotonous and flat. Vary volume- Modulate your voice, it helps keep up interest levels.

Interview Interview is a meeting of people where they consult, question and evaluate a person or two of more people. The attitude of the interviewee and the skills of the interviewer is important. Fundamental Principles Interviewer should allow 70% of the talking to be done by the interviewee. Time should be given to the interviewee to think Easy questions should be asked first to make the interviewee feel comfortable. No close ended questions Questions that have obvious answers should not be asked Make notes while interviewee is answering Nod and acknowledge what the interviewee is saying Allow the interviewee to ask you questions Ask if the interviewee would like to change anything Go through whatever has been said. Whatever has been missed becomes the basis for the next round. There is no best way to prepare for an interview.

Interview should be an assessment of skills, values & achievements.

An Interviewee needs to : 1. 2. 3. 4. Update CV Research about the company and the post Should maintain an on-going file of appreciations, awards, 360 degree feedbacks etc. Constant self-assessment is necessary. Most important during layoffs and down turns.

PEP: Profitability, Efficiency, Productivity - Practice typical interview questions - Be ready to answer anything on your CV - Be prepared to answer anything that you dont want to answer

Types of questioning 1. 2. 3. 4. 5. Permission Factual Tell me about Feeling Checking Fear Facts of fear of public speaking 1. Not unique in your fear of speaking in public. ( you are not alone) 2. Certain amount of stage fright is useful. Natures way of preparing us to meet unusual challenges. 3. Many professional speakers have said that they never completely lose all stage fright. 4. The chief use of your fear of public speaking is simply that you are unaccustomed to speaking in public. Fear rises due to ignorance and uncertainty Prepare in the proper way Only prepared speakers deserve to be confident 1. Never memorize a talk word for word. If you do then the following can happen: a. Forget in front of the audience b. Talk in a mechanical way 2. Arrange and assemble your ideas beforehand. 3. Rehearse your talk with your friends. Predetermine your mind to success Make each opportunity to speak a successful experience. 1. 2. 3. 4. Lose yourself in the subject. Keep your attention off negative stimuli that may upset you Give yourself a pep talk Act confident

Overcoming the fear of public speaking has tremendous transfer value to everything that we do. It enables us to: 1. Conquer other fears and anxieties

2. 3. 4. 5.

Be successful where before you might have failed Face what each day presents with a sure, confident touch or manner. Meet problems and conflicts with a sense of mastery Insolvable situations become bright challenges.

Disclaimer- These are some notes taken in class. Not all. I suggest you go through your handouts and read through your jottings and scribbles :p

Love, Sampoorna and Bhakti ( who spent the better part of a Sunday afternoon typing away )