UNIT 1

Communication in business

communication
Communication is the process by which information is transmitted between individuals and organizations so that an understanding response results. Whom do we communicate? - family, friends, people around us, community, unfamiliar people and strangers.

Communication skill
Communication skill is concerned with the ability to transmit and receive messages. Business communication - is a process which involves transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizations goals

Business communication types

Web based communication Emails Reports Presentations Telephoned messages Forum boards Face to face

Types of communication skills

Intra personal communication skills Interpersonal communication skills - focused interactions unfocused interactions verbal communication skills non verbal communication skills Mass communication

Essentials communication skills for managers

Evaluate the performance through various routine activities Conduct training for the managers to improve. Organize other communication activities to develop communication (team sessions & periodic workshops) A regular newssheet should be sent to all.

Systems approach in communication

Communication process is a system that involves an interrelated, interdependent group of elements working together as a whole to achieve a desired outcome or goal.
source

encoding

channel

decoding

receiver

 Source/encoder source or encoder makes the decision to communicate. Message the information being communicated. Channel through which means the message has to be communicated. Receiver/decoder person who attend to the sources message is the receiver. The act of interpreting is called decoding. Feedback feedback tells the source how the receiver has interpreted the message.

 Positive feedback Negative feedback Barriers/noise any obstacles coming in your way of communication. Context the situation in which your message is delivered.

Types of communication
Verbal oral and written non verbal body language paralanguage artifactual communication haptics (through touch) sign language visual communication silence audio visual communication

Characteristics of communication
Two way process Ongoing process Essential for all type of organization To create mutual understanding & to influence Flow of messages through several networks Should have a sender and receiver Dynamic process and goal oriented process

Inter disciplinary science - anthropology(body language) - psychology (perception, attitude) - sociology (society) - political science (voting behavior)

Forms of communication
Internal communication it includes all communication within the organization. External communication communication with its public suppliers, several companies, customers and general public. Personal communication is all the incidental exchange of information and feelings in which human beings engage whenever they come together.

Functions of communication
Coordination & regulation of production activities Socialization Innovation Inform functions Control functions Persuading functions

Principles of communication
Clarity Completeness Conciseness Consideration Correctness Courtesy Careful use of body language Attentiveness Objectivity Feedback, elimination of noise

Management and communication Forecasting and planning - communicates its objectives, policies, programmes, procedures and budgetary provisions. Organizing formal and informal relationship within the organization. Instructing interpersonal exchange of information regarding products, processes and target for its success

 Coordinating excellent communication skill is required to ensure that all efforts are directed toward the achievement of common goal. Controlling the manager should have competence to receive information and respond quickly. The sense of unity of purpose and commitment to a single organizational goal can be developed only through the inspiring power of communication.

Need for communication in management

To increase employees job performance Effectiveness to update the knowledge Promote sense of belongingness To effect changes smoothly To motivate and create a sense of identification. To inform and convince employee about decisions. To develop employees clear understanding To empower employees

Communication patterns
Four directions of communication

Upward - from lower level to higher level. Problems, suggestions Downward- involves communication from higher to lower levels so that leadership can communicate goals, strategies or role expectations. Diagonal- channels may potentially cause conflict as they involve communication b/w the lower levels of one dept to higher level in another. Horizontal occurs across the same level and involves .for ex coordination with teams, peers and dissemination.

Grapevine communication
One of the informal communication. It can be the source of inaccurate rumours. It often functions positively as an early warming signal for organizational changes. It represents the unofficial channels of communication which are created and controlled by people themselves rather than management.

Channels of internal communication

Formal Informal Upward Downward Horizontal Diagonal

 Formal communication -it is defined as communication which occurs through official organizational channels or is undertaken by an employee to do their job. eg: official meetings Informal communication -it is that which occurs outside the recognized communication network such as talking in the lunch room or waiting room b/w employees. - productive or negative

Barriers to business communication

Social psychological barriers
Attitudes and opinion Closed mind Status consciousness

Organizational barriers
Organizational policy Rules and regulations Status relationship Complexity in organizational structure Organizational facility

 Physical barriers
Time and distance noise

Semantic barriers
interpretation of words bypassed instruction language

 Cultural barriers Emotional barriers

Selective perception Failure to communicate Premature evaluation filtering

Personal barriers
Barriers in superiors Barriers regarding subordinates

Interpersonal perception
Interpersonal perception refers to the judgments that a person called the perceiver makes about another person called target. - helps people to understand each other better as it involves body language and physical gestures - interpersonal communication can be formal and informal.

 The process needs to be smoothened to achieve the pre-determined results. The success of interpersonal communication rests upon the comfort level of both the persons. Usage of simple language is possible. Organization must make sure to have only people with good interpersonal communication.

TECHNIQUES FOR EFFECTIVE COMMUNICATION

Assertive behaviour. I statement Feedback Feed forward Networking Delegating

SWOT ANALYSIS
Strength it is a resource or capacity that can be used effectively to achieve the project objectives. Weakness- it is a limitation fault or defect in the particular product service or issue that may be the reason for your communication plan. Opportunity- it is a favorable situation in your project or environment, you have to exploit the perceived opportunity. Threat it is a danger or menace in a project or environment. Often threats are ignored until they become major problems.

JOHARI WINDOW
Open area contains things that are openly known and talked about. Blind area- contain things that others observe that we dont know. Unknown area contains things that nobody no about us including ourselves. Hidden area- contain aspect of our self that we know about and keep hidden from others.

Transaction analysis
Transactional analysis is effectively a language for describing what is going on in conversations and how can we influence their outcomes and maintain good relationships between different ego states. Ego state Parent ego state A set of feelings, thinking and behaviour that we have copied from our parents and significant others.

Adult ego state The Adult ego state is about constantly updating ourselves through our everyday experiences and using this to inform us. Child ego state the child ego state is a set of behaviours and feelings which are replayed from our own childhood Complementary transaction The respondent must go back from the receiving ego state to the sending ego state. Crossed transaction When a message is sent from one ego state and the sender expects it to be sent back from the expected ego state, but its sent from different ego state.

UNIT II
Non verbal communication defined as the procedure of communicating with a person or party without using any form of speech. Metacommunication is an implied meaning conveyed by the choice of words, tone of voice, fumbling, silence or omission.

Importance of nonverbal communication Repetition Contradiction Substitution Complementing accenting Words have limitations Powerful More genuine

Express inappropriate feelings Helps to express complex messages Important to create trust and transparency Intrepreting NV communication will help to glean information Prevent you from harming Dull conversation To persuade, to stress, to embellish

limitations
Imprecise Cant explain complex ideas Hard to convey two things Cant convey sarcasm Communicates for limited distance Easy to misunderstand

Personal appearance
Physical appearance physical appearance is concerned with how one look in terms of stature, clothing, accessories, grooming and style. Building personal physical appearance Building personal dress in appearance Building personal groom in appearance

Facial expressions
Facial expression reveals the type and intensity of your feelings through your face. The eyes are particularly used to indicate attention and interest, influencing others. Richest source of information Dynamic features which communicate the speakers attitude, emotions and intentions.

Movement
Is the interpretation of body language which is formally a non verbal behavior. Movement is the key to obtain a less dull conversation. Mind the body-talk Be careful with hand shake Communicate at the level of person before you

Posture body posture is the bearing or the position of the speakers body. It is more or less stable and thus not to be confused with body gestures which are movements Gesture gesture refers to any significant movement of limp body and a deliberate use of such movements as expression of feeling. Hand gestures, body gestures, head and face gestures, rude gestures.

 Eye contact eye contact and facial expressions provide important social and emotional information. It is an event in which two people look at each others eye at a same time. Communication attention Facilitating learning Cultural differences Five seconds per person

Voice(paralanguage) Voice is a human sound that is used to transmit oral language from sender to receiver. Study on this is called paralanguage. Tone of voice Pitch variation Speaking speed Pause Volume variation Non-fluencies

Beliefs and customs

Sense of discomfort when someone beliefs are breached they will usually try to change the topic. Drop in frequent eye contact Remaining very silent for long periods Touch each person will respond in a personal way. Time, silence and eye contact

World view and attitude of non verbal communication

Non verbal communication in china Non verbal communication in France Non verbal communication in India Non verbal communication in Britain Non verbal communication in U.S.A

UNIT III

LISTENING
Listening is to be understood as the total process that involves hearing with attention, being observant and making interpretations. It is lot more than hearing Listening calls for participation and involvement. The process involves hearing, decoding, comprehending, remembering and responding. Hearing relates to the sensory perception of sound. It relates to receiving the words sent out to the speaker for further processing by the listener.

Decoding involves sensing and filtering of the verbal messages. It also involves filtering whereby the message received is classified as wanted or unwanted. Comprehending is described as absorbing, grasping or assimilating and the listener will now understood what the speaker tried to convey. Remembering an another important facet of listening. Messages received are meant not for immediate consideration but also for future use.

Responding response of the listener may take place at the end of the verbal communication or even earlier. When it is intended to provide feedback to the communicator, response occur towards the end. If there is a need to seek clarification or need response take place earlier.

Types of listening
Passive listening it refers to inert or indifferent listening. There is no conscious effort to receive and absorb the message. Passive listening stops at hearing and there is no effort to further process. Listener will not be in a position to remember and recall the message.

 Selective listening
Listening is done partially and selectively. People listen to only that which they want to. Takes place when they are not in a position to concentrate. Receiver consider himself to be better informed which hinders active listening.

Active listening
Active listening is the most desirable type of listening. The receiver of the messages show regard for the speaker

 Concentrates on what is being conveyed, motivates and prompts the speaker, shows empathy and makes it easy for the speaker to meaningfully deliver the message. Barriers to listening Physical barriers would include low audibility level, extraneous noises and sounds, malfunctioning of the microphone and other mechanical devices and frequent interruptions.

People related barriers

Physiological barriers arise when the listener suffers from ill health, fatigue, sleeplessness and hearing problems. Psychological barriers cover the value system and the behavioral aspects. Over load of message It is very difficult for the brain to digest the overloaded message. When the message is lengthy or illogical in sequencing, it becomes more painful.

 Ego is thinking that my own ideas are more important than those of other persons or I am always right Perceptions are selective and limited. Sometime because of our possession of negative emotions (hatred, jealousy) neutral words attempting to communicate positive message convey negative meaning. Faulty assumptions - Assuming its senders responsibility to communicate effectively

-Wrong assumption that weakness and powerlessness of listener may be reason for the speaker to dominate. Selective listening Cognitive dissonance the listener fails to accept new information communicated. - unprepared to change from old basis. Poor retention Slang

Speaking Speaking is an interactive communicative process that involves speakers and listeners. Speaking is the purposeful process by which people, using audible and visible symbols communicate meaning in the minds of their listeners.

Speech process Selecting a message

Analyzing to listeners

Choosing a style
Encoding the message Feedback

Planning the speeches

Determine the purpose to inform or instruct to persuade to entertain Analyse audience and situation Choose the main idea Research your topic thoroughly Organise the data and write draft

 Plan visual aids Rehearse the talk and revise Audience awareness The desired effect cannot be achieved from a speech unless the know his/her audience well. Before you begin your speech, put efforts to know about their age, sex, background and interest. Helps to use suitable approach Speak with sincerity and conviction so that listeners should feel that you are talking to him individually

Elements of audience awareness The knowledge how much knowledge the audience possess, how they are able to comprehend. The occasion whether within the organisation or to the outsiders. Are you a main speaker? regular meeting or specially to hear you? Time allotted? The location where you are addressing and where you stand in front of audience.

Persuasion
Persuasion is attempt to change someones attitude, belief or actions. Effective persuasion is the ability to present the message in such a way that others should support it. Persuasion methods Reciprocation free samples in markets Commitment and consistency Social proof people will do things that they see others are doing

 authority Liking Scarcity MOTIVATION

Self
actualization

needs
Ego needs Social needs Safety & security needs Physiological needs

Hierarchy of needs

 Physiological needs the basic needs of food, shelter and protection from the elements of nature. Security and safety needs- need to be free from physical danger and to feel safe. Social needs the desired to be accepted, to be love and to belong Ego needs need related to status. Need to be appreciated, to be wanted and to be heard.

 Self actualization needs to realize ones highest and complete potential through different forms of professional, social, intellectual and cultural activities. ---------------------------------------------------------------INTERVIEW An interview is a conversation between two parties that is structured and prepared to achieve a purpose of exchanging information. Oral tool to test the candidates traits for employment or admission

Objectives of an interview
To gather information To make appraisal, assessment or evaluation To select the right candidate Interrogation by police Admission interview. Interview for periodic evaluation.

Attending an interview
Interviewees preparation for interview know yourself know the company prepare the questions prepare the questions that you asked Arriving for interview Dress, certificates and punctual How to conduct yourself during interview

Conducting Interview
Opening an interview Build confidence Explain the purpose of interview Prepare the questions Interest, alertness, patience, deliberation, concentration and listening

Discussion
Discussion means an activity in which a subject or theme is thoroughly shaken, inquired into or examined in order to reach a satisfactory conclusion or decide upon a course of action. Group discussion refers to the situation that allows its participants to express its view and opinions. An interactive process. GD is purposeful and goal oriented. Ingredients of discussion purpose, planning, participation, informality and leadership.

Debate
A formal method of presenting argument in support and against a given issue. Debaters present reason and evidences to persuade an audience. Forms of debate Parliamentary debate Mace debate Public debate Policy debate Extemporaneous debate

Conference Conference is gathering or coming together of people of a particular area of interest or related areas of interest to exchange information. Educative process, decision making, disseminate information, public relations. Limitations Expensive, some may not contribute to group thinking

Presentation skills
A presentation is a participative two way communication process characterized by formal and structured presentation of a message using visual aids. Purposeful Interactive Formal Audience oriented Different from speech or lecturer

Steps to make successful presentation

Be clear about the occasion Make audience analysis Idea of the location Plan out the presentation Method of presentation reading, memorize and extemporaneous Rehearse the presentation Overcoming nervousness Using visual aids

Paralinguistic features
Physical appearance, eye contact, presence and personality. Comfortable posture Eye contact Movements Facial expressions and gestures voice

Fluency development strategies

Articulation A set of speech habits established over a long period. ability to modify voice or modify breadth Pronunciation Voice quality Accent and intonation

Unit 4
Business correspondence Ideas can be put more clearly in writing It becomes a record It becomes a legal document It can be used for future reference

Business letter
All the letters or messages or their replies conveyed to another business person through a written note obviously known as business letters. Keep readers interest Tone should be correct Be sincere Courteous Wordiness Perfect active voice Be precise

Principles of business writing

Focus Purpose Meaning Substance Clarity Structure supportive, transparent & logical Humility

Memo
A business memo is a formal written message, written in a conventional form for someone within the organization to meet a specific need. It is a form of dialogue where the writer want to say something and expects a response Upward memo are sent by subordinates to superiors Downward memo are used to communicate to the subordinates in the hierarchy of the organization. Clarity, conciseness, unity of theme and informal tone.

Email
Electronic mail is the medium of communication that sends and receives messages through specifically designed computer networks. Speed, low cost, flexibility, easy attachment, easy upward communication and record.

Agenda
Agenda is a document that outlines the contents of a forthcoming meeting. It is usually sent along with the notice of meeting. Headed with date time and location. Minutes
Minutes are official record of the proceedings of a meeting. Contents The kind of meeting

Date, time and place Name of the person in chair Name of directors, secretary and persons in attendance. Reading and confirmation of minutes Brief subject heading Financial statements Appointments made Resolution

Sales letter
Sales letter are the most important written form of persuasive business communication used as an instrument to boost sales. Type of sales letter solicited sales letters unsolicited sales letters

Enquiry
The letters written for the purpose of knowing about the quality, quantity and the price of the goods and the condition of the business are know as enquiry letters Solicited Unsolicited Routine

Orders
An order letter is written by prospective buyer to a prospective seller for the purchase of certain goods according to specific terms and conditions which are mentioned therein. A complaint letter is letter written to express dissatisfaction of something that went wrong, that is a defective product, bad service, misbehavior, mistaken billing and so on

 An adjustment letter is an attempt to satisfy an aggrieved customer, who has the potential to damage the goodwill of the company in the market. A letter to make a claim against another firm for the problem occurred between the most well-run companies.

Notice
Notice is generally supposed to be pinned on a wall notice board and is a popular and effective way of reaching out to the general staff for whom it is meant. Tender means an invitation to offer for an item/items or work, offered in return for a specific payment, subject to well laid down terms and conditions.

Types of tenders
Limited tendering Open tendering Single tendering Verbal tendering A job application letter is a written communication to apply for a specific job or a position in an organization. Persuasive message

Unit 5
Proposal A proposal is a description of the work you will complete on a project. The details include in a proposal depend on the projects scope and who will read the document. Type of proposals Grant proposals Business proposals Technical proposals Project proposal Sales proposal

Project proposal A project proposal is a document which describes a project. It has an ordered outline to be clear in describing the project. It must be a document which can be used practically in the development of the project. Project A project is a complex non routine activities that must be completed within a set time period and with a given amount of resources. It has a definite starting and ending

Project report
A project report is a document elaborating the objective of a particular project covers in depth detail and analysis of all aspect of it. The final outcome is a systematic presentation of all relevant details in the form of project report. Generic structure of the project report.

Title Abstract Acknowledgement Table of content

List of tables List of figures List of symbols and abbreviations Chapter I Introduction Chapter II Review of literature Chapter III Methods/Methodology Chapter IV Result and discussion Chapter V summary and Conclusion Appendices Reference and bibiliography

Performance appraisal
Performance appraisal report appraise a persons performance in his or her current job, identify methods of improving this performance, highlight training needs and often assess suitability for another job, promotion and/or a change in salary.

Purpose of appraisal reports

To improve performance To highlight training needs To identify promotion potential

Product appraisal is the process of evaluating how much a product is worth. This is done by comparing the performance of product against comparable products on the market. Factors to be considered. Ingredients Safe price

Process and mechanics of report writing

Size and physical design Procedure Layout Treatment of quotations The footnotes Documentation single volume reference multivolume reference

Punctuations and abbreviations in footnotes Use of statistics, graphs and chart Final Draft Bibliography Visual aids (eye catchers) Emphasize important result Compresses large volume of data illuminate focal point

 Abstract is a brief summary of the most important points in a report. Abstract enables professionals to stay current with the huge volume of report. Synopsis or summary Short and informative Types of abstract -descriptive and informative

Executive summary Executive summary is a term used in business for a short document that summarizes a longer report, proposal or group of related reports in such a way that readers can rapidly become acquainted with a large body of material without reading it all. Difference between executive summary and overview.

Letter of recommendation
It is a letter recommending you for the position, written by someone who has knowledge of your skills and competencies and has an advisory or supervisory role. request information Include details Be honest Be specific Beware of ambiguity