Business Communication

C - 101

Objective
Familiarize with nature , process and types of Business Communication. Equip with necessary skills in written and oral communication. Making presentations and participating effectively in negotiations.

Strategy to be used
Daily Newspaper Reviews Management Games Presentations Group Discussions Book Reviews Workshops

Suggested Books and References

Lesikar R V and Pettit TMH Bovee C Letal, Pearson Education Sinha KK- Galgotia T.N Chhabra- Sun India Meenakshi Raman, Prakash Singh - Oxford

Communication
Communication is derived from the latin term COMMUNIS which means common. Communication is the exchange of facts, ideas, opinions or emotions by 2 or more persons in common.

 Communication connects all living beings. Communication adds meaning to life. Communication enhances progress. Communication is not a monologue but Dialogue.

Evolution of communication
Human Beings learnt to communicate much before they learnt to speak, read or write. Communication encompasses all living beings and pervades the animal world as well. Birds & Animals also communicate, the sounds they make carry meaning.

 The art of communication has evolved over the years. From sounds, gestures, actions & signs to spoken words. Thereafter to the world of reading, writing and modern & sophisticated methods of communication.

Evolution of Communication

Why to we need to communicate

Exchanging information Exchanging options Making plans and proposals Reaching agreement Executing decisions Sending and fulfilling orders Conducting sales

Business Communication
Communication used to promote an idea, a product, service or organisation with the objective of creating value for the business. Communication is indispensable today. Human activity will come to a standstill without it. Communication is the lifeblood of business.

Importance of Business Communication Facilitates Planning Brings Coordination Helps in Decision Making Better administration Mutual Trust and Confidence Building Motivation and Morale Handling Competition Maintain Public Relations

Communication Process
Situation Phase I Sender has an Idea Phase II Sender encodes Idea Phase III Sender transmits messages Noise Phase VI

Channel
And Medium

Receiver sends Feedback Phase V Receiver decodes Messages Phase IV Receiver gets Message

Communication Process Phase I

The process of communication begins the moment the sender feels the need for it and the idea generates in his mind.

Communication process Phase II

When the sender collects his ideas into a message which is to be transferred is known as ENCODING

Communication Process Phase III

To transmit or send the message to the receiver, communication channel or medium is used.

Communication Process Channel or Medium

Channel puts the sender in communication with the receiver. Only a proper channel can open the sender and receiver into the Communication Process. Oral or Written messages are mediums while use of mike for oral messages and courier services for written messages are the channels.

Communication Process Phase IV

For communication to occur, receiver must first get the message. The messages must be received at the right time in the right form.

Communication Process Phase V

The receiver must understand the message and decode it.

Communication Process Phase VI

After decoding the message, the receiver responds his reactions to the sender.

Communication Process Noise

It is the disturbance of any kind that affects communication at any stage along the process.

Case to understand Communication process

Your friend is celebrating his birthday next week Situation You decide to give him a gift Idea You decide to give him a wrist watch Encoding You decide to send the gift as you are busy Transmit the gift.

Case to understand Communication process

You have couriered the gift at you friends address Channel Your friend received the gift Phase IV. Your friend unwraps the gift Decoding Your friend calls you up for saying thanks Feedback.

Methods of Communication
Methods of Communication Oral Non Verbal Visual Audio-Visual Silence Written

Talks, Speeches Discussions, meetings Seminars, Counseling Telephone, loudspeaker Radio, Mobile calls

Letters, memos, circulars Notes, presentations, Reports Books, Fax, Mail, Courier, Email, print, Internet

Types of Communication
CHANNEL 1. Formal 2. Informal DIRECTION 1. Downward 2. Upward 3. Horizontal 4. Diagonal Method 1. Oral 2. Written 3. Gestural

Forms of Business Communication

Basis Formal Internal Planned Communication among insiders that follows the Cos chain of command. Causal communication among employees that do not follow the Cos chain of command. External Planned communication with outsiders. Causal communication with suppliers, customers, investors and other outsiders.

Informal

Formal Communication
Communication within an organization is called Internal Communication. It includes all communication within an organization. It may be informal or a formal function or department providing communication in various forms to employees. Effective internal communication is a vital mean of addressing organizational concerns. Good communication may help to increase job satisfaction, safety, productivity, and profits and decrease grievances and turnover.

Internal formal Communication

Under Internal Business Communication types there come; a) Upward Communication b) Downward Communication c) Horizontal/Lateral communication

Upward Communication
Upward communication is the flow of information from subordinates to superiors, or from employees to management. Without upward communication, management works in a vacuum, not knowing if messages have been received properly, or if other problems exist in the organization. Upward Communication is a mean for staff to:
Exchange information Offer ideas Express enthusiasm Achieve job satisfaction Provide feedback

Upward Communication

Downward Communication
Information flowing from the top of the organizational management hierarchy and telling people in the organization what is important (mission) and what is valued (policies). Downward communication generally provides enabling information - which allows a subordinate to do something.

 Downward communication comes after upward communications have been successfully established. This type of communication is needed in an organization to:
Transmit vital information Give instructions Encourage 2-way discussion Announce decisions Seek cooperation Provide motivation Boost morale Increase efficiency Obtain feedback

Downward Communication

Horizontal Communication
Horizontal communication normally involves coordinating information, and allows people with the same or similar rank in an organization to cooperate or collaborate. Communication among employees at the same level is crucial for the accomplishment of work. Horizontal Communication is essential for:
Solving problems Accomplishing tasks Improving teamwork Building goodwill Boosting efficiency

Horizontal Communication

Internal Informal Communication

Communication between individuals and groups which are not officially recognised in the organisation. It consists of exchange of ideas and information resulting from social interaction among the members of an organisation.

Grapevine
Grapevine cut across formal channels of communication. Neither do they follow the same pattern nor do they necessarily coincide with formal channels of authority with formal channels of authority and communication.

Types of Grapevine
Grapevine Single Strand A communicates with B through, intervening persons in a line. Gossip A non selectively communicates with everyone probability A communicates randomly with others acc. to law of probability. cluster

A selectively communicates with those he can trust

External communication
It refers to the exchange of information into and out of the organisation. Formal External Communication Companies use external communication to create a favourable impression. Informal External communication Every employee informally accumulates facts and impressions that contribute to the organisations collective understanding of the outside world.

Barrier in Communication may Arise at :

Senders Level

Feedback/Reaction level

Receivers level

Transmission Level

Barriers to Communication Physical & Mechanical Semantic SocioPsychological

Organisational
Personal

Physical & Mechanical Barriers

Noise Distance Time Information overload

Semantic Barriers
Unclear message Faulty translation Specialists translation Unclarified assumptions

Socio-Psychological Barriers
Perception Closed minds Inattention Emotions Distrust

Organizational Barriers
Status-relationship One-way flow Organization Structure Rules and regulations

Personal Barriers
Attitude Confidence Ignorance Knowledge

Gateways to Communication
Two way process Feedback Mutual Trust Attentive Listening Flexibility Systematic Contents Effective medium Timely message

Principles of Effective Communication

Speed Clarity of Message Creation of Impression Two way Traffic Credibility Content Completeness Capability Accuracy Economy Secrecy Safety Bias free

7 C of Communication
Clarity. Credibility Content Context Completeness Capability Channels

Areas to think on:

Take advantage of every opportunity to practice your communication skills so that when important occasions arise, you will have the gift, the style, the sharpness, the clarity and the emotions to affect other people.

 Half the world is composed of people who have something to say and cant and the other half who have nothing to say and keep on saying it.

Thank you