Business Communication

What is Communication

Communication is an exchange of information from the sender to the receiver with the message being understood as intended by the sender

Functions of Communication

1. Control member behavior. 2. Foster motivation for what is to be done. 3. Provide a release for emotional expression. 4. Provide information needed to make decisions.

Communication for Leaders and Managers

Control Motivation Balancing needs and goals

Elements of the Communication Process

The sender Encoding The message The channel Decoding The receiver Noise

Feedback

Differences Between Formal And Informal Communication

Basis of distinction Formal communication Deliberately structured Prescribed Informal Communication Not prescribed

Origin

Flow

Not prescribed

Authority

Official channel

Unofficial

Purpose

To achieve organization

To satisfy personal need

Speed
Form

Slow
Both oral and written

Fast
oral

SOURCE: PERSONALITY DEVELOPMENT BY C B GUPTA

Medium Of Communication
Verbal Medium a. Oral b. Written Non - Verbal Medium a. Sign language b. Body language c. Para Language d. Space, surrounding and time Artificial Medium

 Oral Communication Media Advantages: Speed and feedback. Disadvantage: Distortion of the message. Written Communication Media Advantages: Tangible and verifiable. Disadvantages: Time consuming and lacks feedback.

Non-verbal Communication Media Advantages: Supports other communications and provides observable expression of emotions and feelings.
Disadvantage: Misperception of body language or gestures can influence receivers interpretation of message.

Common response--------i-phone not available

Q. When Sprint will launch i-phone?????????????????? Response: Dear Jones, Thank you for contacting Sprint. As of now, the i-phone is not available with Sprint. Whenever, the phone will be launched, it will be notified through our website, www.sprint.com. Thank you again for contacting Sprint.. Sincerely, Parker K. Sprint

Customers Reaction : Thank you for reply. Now, answer one more question: Do you any human in your company to answer the Customers concerns?????????????????????

Dear Alice K.

Thank you for contacting Sprint. We understand your concern regarding the i-phone.
We appreciate your interest in iphone. Since, the iphone is not available with Sprint, I am unable to provide the details of your request. Should we offer in future, you will find the product and pricing details on sprint.com and our retail stores. We encourage you to watch the news reports and monitor our weblink to see if the change in availability occurs. Sprint strives to bring its customer an innovative portfolio of products and services at least possible cost. We have taken your feedback about the iphone. The Sprint works very closely with its partners to deliver the best possible customer experience on our wireless services. Once again, we appreciate your interest for this specific handset which is best of its kind.
Thank you again for contacting Sprint. We value your association with us.

Dear K. Smith, What the hell $9.99 charge is???? I did not authorized itplz remove it. Thank you for contacting Sprint regarding the Premium service charges. As per the available details, your number 9716159904 has subscribed to Love Quote services from our website. Therefore, a charge of $9.99 is applied on recent invoice. Details of Premium messaging Services As, you were not aware of the charge or subscribed accidently, I have applied a one-time credit of $9.99 plus taxes to your account. This credit will reflect on first page of next invoice. After this credit adjustment the updated balance on account is $70.00. In addition, I have unsubscribed the Love Quote service from your phone and blocked the line from PSMS services. This will ensure no such charge appear again. Thank you again for contacting Sprint. It was pleasure assisting you. Have a nice day.
Sincerely, Parker K.

Non-Verbal Communication
Sign language
Audio Signals Buzzers, Fire Alarms, Sirens Visual signs Pictures, Graphs, and tables

Body Language
Head position Face Eyes contact Gestures- movement of arms, lags and hands

Para Language
Voice Speaking Speed, Pitch variation, Pause, fluency Word Stress

Grapevine
Grapevine Characteristics
Informal, not controlled by management.

Perceived by most employees as being more believable and reliable than formal communications.
Largely used to serve the self-interests of those who use it. Results from:
Desire for information about important situations Ambiguous conditions

Conditions that cause anxiety

Computer-Aided Communication E-mail Instant messaging

Intranet
Video conferencing

BARRIERS TO COMMUNICATION

Physical
Language or semantic
Socio-psychological

Organizational Personal

PHYSICAL OR MECHANICAL BARRIERS

Due to physical circumstances.

NOISE

DISTANCE

INFORMATION OVERLOAD

LANGUAGE OR SEMANTIC BARRIERS

People of different levels understand, write, and speak differently.

BODY SPECIALIST LANGUAGE SYMBOLIC S AND LANGUAGE LANGUAGE GESTURE DECODING

SOCIO-PSYCHOLOGICAL BARRIERS
Listening, interpretation or encoding and decoding of a message depends upon the psychological state of both sender and receiver.

PREMATURE PERCEPTION INATTENTION EVALUATION

ORGANIZATIONAL BARRIERS
Arises due organizational arrangements for performance of various activities, prescribing of various policies, regulations and procedures.

ONE WAY FLOW

STATUS RELATIONSHIP

ORGANISATIONAL STRUCTURE

PERSONAL BARRIERS

Due to characteristics of an individual.

FILTERING OF LACK OF TIME INFORMATION

ATTITUDE

Choice of Communication Channel

Channel Richness The amount of information that can be transmitted during a communication episode.

Characteristics of Rich Channels

1. Handle multiple cues simultaneously. 2. Facilitate rapid feedback. 3. Are very personal in context.

Information Richness of Communication Channels

Low channel richness

High channel richness

Routine

Non-routine

7 Cs of communication
Courtesy : Politeness

Clarity expression
Conciseness

:
:

Clear thought and clear

Avoid irrelevant details

Correctness

Accuracy of the message

Be specific Understand the receiver Include all information

Concreteness : Consideration : Completeness :

Listening
Mind Emotions Body Words Feelings Actions Understanding Make Contact Impact

Types of Listening
1. Discriminative Listening 3. Apprehensive Listening 5. Active Listening 2. Evaluative listening 4. Empathetic Listening

To Be A Good Listener

Rule 1: Stop talking Rule 2: --------Rule 3: --------Rule 4: --------Rule 5: --------Rule 6: --------Rule 7: --------Rule 8: --------Rule 9: --------Rule 10: Stop talking