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Business Communication

What
Whatis
isCommunication
Communication

Communication is an exchange of information


from the sender to the receiver with the message
being understood as intended by the sender

Functions
Functions of
of Communication
Communication
1.1.
2.2.

Control
Controlmember
memberbehavior.
behavior.
Foster
Fostermotivation
motivationfor
forwhat
whatisisto
tobe
bedone.
done.

3.3.
4.4.

Provide
Provideaarelease
releasefor
foremotional
emotionalexpression.
expression.
Provide
Provideinformation
informationneeded
neededto
tomake
make
decisions.
decisions.

Communication
Communication for
for Leaders
Leaders and
and Managers
Managers

Control
Motivation
Balancing needs and goals

Elements
Elements of
of the
the Communication
Communication Process
Process
The sender
Encoding
The message
The channel
Decoding
The receiver
Noise
Feedback

Differences
Differences Between
Between Formal
Formal And
And Informal
Informal
Communication
Communication
Basis of distinction

Formal
communication

Informal
Communication

Origin

Deliberately structured Not prescribed

Flow

Prescribed

Not prescribed

Authority

Official channel

Unofficial

Purpose

To achieve
organization

To satisfy personal
need

Speed

Slow

Fast

Form

Both oral and written

oral

SOURCE: PERSONALITY DEVELOPMENT BY C B GUPTA

o
g
Dia

l
a
n

Horizontal

Upward

Downward

Directions of Communication

Medium
Medium Of
Of Communication
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

Non-Verbal
Non-Verbal Communication
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
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
Computer-Aided Communication
Communication
E-mail
Instant messaging
Intranet
Video conferencing

BARRIERS
BARRIERS TO
TO COMMUNICATION
COMMUNICATION

Physical
Language or
semantic
Socio-psychological

Organizational
Personal

PHYSICAL
PHYSICALOR
OR MECHANICAL
MECHANICALBARRIERS
BARRIERS

Due to physical circumstances.

NOISE

DISTANCE

INFORMATION
OVERLOAD

LANGUAGE
LANGUAGE OR
OR SEMANTIC
SEMANTIC BARRIERS
BARRIERS

People of different levels understand,


write, and speak differently.
BODY
SPECIALIST LANGUAGE
SYMBOLIC
S
AND
LANGUAGE
LANGUAGE GESTURE
DECODING

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

PERCEPTION

INATTENTIO
N

PREMATURE
EVALUATION

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

ONE WAY FLOW

STATUS
RELATIONSHIP

ORGANISATIONA
L STRUCTURE

PERSONAL
PERSONAL BARRIERS
BARRIERS

Due to characteristics of an
individual.

ATTITUDE

FILTERING OF
LACK OF TIME
INFORMATION

Choice
Choice of
of Communication
Communication Channel
Channel
Channel Richness
The amount of information that can be
transmitted during a communication episode.
Characteristics
Characteristicsof
ofRich
RichChannels
Channels
1.1. Handle
Handlemultiple
multiplecues
cuessimultaneously.
simultaneously.
2.2.
3.3.

Facilitate
Facilitaterapid
rapidfeedback.
feedback.
Are
Arevery
verypersonal
personalin
incontext.
context.

Information
Information Richness
Richness of
of Communication
CommunicationChannels
Channels

Low channel richness

Routine

High channel richness

Non-routine

77 Cs
Cs of
of communication
communication
Courtesy

Politeness

Clarity

Clear thought and clear expression

Conciseness :
Correctness :

Avoid irrelevant details

Concreteness :

Be specific

Consideration

Understand the receiver

Completeness

Include all information

Accuracy of the message

Listening
Listening
Mind

Words

Emotions
Body

Understanding
Feelings

Actions

Make Contact

Impact

Types
Types of
of Listening
Listening
1. Discriminative Listening
3. Apprehensive Listening
Listening
5. Active Listening

2. Evaluative listening
4. Empathetic

To
ToBe
Be A
AGood
Good Listener
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

Your time and patience


is appreciated.

Thank you all.


Pradeep Kumar

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