Description
Business communication is communication that promotes a product, service, or organization; relays information within a business; or functions as an official statement from a company.
COMMUNICATION
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The term ‘communication' covers just about any interaction with another person. It includes sharing information, ideas and feelings between people. Communication is a ‘two way' process. When you communicate you perceive the other persons responses and react with your own thoughts and feelings.
NATURE
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The nature of communication is the exchange of information between two people. It is required that there be both a sender and a receiver for communication to take place. Communication is reciprocal. So at any time the sender is sending a message the receiver is also responding.
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Communication is based upon following seven principles, these are known as 7 C’s of communication. Conciseness: It should be notified that the message should be concise in nature so that it will be easy to catch the readers’ attention. Concreteness: Message should be concrete as having all the meanings conveyed in it but should be shorter in length. Clarity: It must give appropriate and explicit meaning that would not diversify and confuse the reader at any instance. By placing prominence and consequences with all the facts and figures.
1.
2.
3.
4
5
5
6
Completeness: Also it is important that the message must have complete meaning that will providing the sufficient information to its reader. Courtesy: Another important feature is that the sender must be emphasizing on the courteous tone and must give some compliments and benefits to its readers. Correctness: The message conveyed must be checked for correctness and should be free from all grammatical errors Consideration: There must be proper consideration in the message and it should emphasize on you attitude rather than ‘I’ and ‘we’ kind of words.
Role of communication
Communication is a managerial skill, which is essential for effective leading & motivation of people at work. The importance of effective communication system increases with increase in size of business, growing competition & advancement in technology.
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Better planning: communication improves the quality of planning. The management can receive suggestions & comments from subordinates. The entire plan will fail if the information regarding latest market developments is not available to the planners.
Role……
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Brings co-ordination: Top management communicate its policies, objectives, programmes.etc to the lower levels & in turn receives reactions, suggestions. Group meetings as a means of coordination, involve exchange of ideas & knowledge & transfer of information. Helps in decision making: It may not possible for management to consider all pros & cons before making decision. Helps to management to come closer to subordinates & able to identify the problem & take appropriate decisions.
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Role……
?
Facilitates management: It is important in executing the plans & then controlling the activities with the help of feedback information. Rapport with employees: Helps the manager to convey his views, ideas, decisions, suggestions & feelings to the employees. It builds the atmosphere of mutual trust & confidence & management is able to lead guide employees effectively.
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TYPES OF COMMUNICATION NETWORK
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1.) Formal Network 2.) Informal Network
PURPOSE AND FUNCTIONS OF COMMUNICATION:
MANAGEMENT FUNCTIONS PLANNING
STAKEHOLDERS
CUSTOMERS
ORGANIZING COMMUNICATIO N
SUPPLIERS
STAFFING
GOVERNMENT
LEADING
COMMUNITY
CONTROLLING
OTHERS
o Helps establish and dessiminate the goals of the organization.
o Facilitates the development of plans for the achievement of goals.
o Helps managers utilize manpower and other resources in the most effective and efficient way. o Helps managers select , develop , and appraise members of organization.
o Helps managers lead , direct, motivate, and create a climate in which people are willing to contribute. o Facilitates control and evaluation of performance.
Therefore, effective communication not only helps managers discharge their duties but also builds a bridge between managers and the external environment of the organization.
Communication Process
?
? ?
The communication process consists of a message being sent and received . The message maybe verbal or non-verbal. Added to this is the element of feedback to ensure that the message sent was received exactly as intended.
Communication Process
1.
2.
THOUGHT First, information exists in the mind of the sender. This can be a concept, idea, information, or feelings. ENCODING The sender of the information organises his idea into a series of symbols (words,sign etc) which he feels will communicate to the intended receiver
Communication Process
3.
4.
MESSAGE The message is the physical form into which the sender encodes the information. COMMUNICATION CHANNEL After encoding the message,the sender chooses the mode of transmission.
Communication Process
5.
6.
RECEIVER The communication process is only said to be complete when the message is received by the receiver. DECODING IT is a process by which the receiver draws meanings from the symbols encoded by the sender.
Communication Process
7. FEEDBACK After receiving the message ,the receiver will take necessary action and send feedback information to the communicator.
DIRECTION OF COMMUNICATION FLOW
DOWNWARD COMMUNICATION
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? ? ?
Flows from superior level to subordinates. People have high degree of respect & fear towards this communication. Eg. Orders & instructions about the job. Organizational policies & procedures. Questions inviting upward communication.
UPWARD COMMUNICATION
?
? ?
?
?
Flows from subordinate position to superior position. Easily susceptible to distortion. Eg. Feedback of subordinate’s work performance. New ideas & suggestions Personal & family problem of workers.
HORIZONTAL COMMUNICATION
?
?
?
Flow of information between persons of same hierarchical level. Provided by the means of workers right at any level to consult or work with others at same level. Provides emotional & social support
BARRIERS TO COMMUNICATION
Barriers To Effective Communication
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SEMANTIC BARRIER This barrier arises when the communicator is not able to convey his message in the same way he intended because a word may be misunderstood because it has one meaning for you and another for someone else.
Barriers To Effective Communication
?
PERCEPTUAL BARRIER This is a major psychological barrier to communication as people greatly differ in the way they perceive things and events. Effective communication requires an open mind and the willingness to see things through the eyes of others.
Barriers To Effective Communication
?
NOISE Equipment or environmental noise impedes clear communication. The sender and the receiver must both be able to concentrate on the messages being sent to each other.
Barriers To Effective Communication
?
PHYSICAL BARRIERS They are often caused due to the nature of the environment .Thus, for example, the natural barrier which exists, if staff are located in different buildings or on different sites.
Barriers To Effective Communication
?
RED TAPE Message gets passed on to many different people before finally reaching the recipient making the process too long and the message changing. Also, actions can be delayed as a result of a late arrival of the message
RUMOUR
Rumour is a grapevine information which is communicated without authentic standards of evidence being present.
REASONS FOR RUMOUR
1.
2.
3.
4.
One cause is plain maliciousness. Employee’s anxiety and insecurity because of poor communication in the organization. Rumour also serves as a means of wish fulfilment or applying pressure upon the management. Rumour largely depends on the interest and ambiguity perceived by each person, it tends to change as it passes from person to person.
DEALING WITH RUMOUR
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?
?
? ?
?
Preferred way to deal with rumours is to get at its cause. When causes are known, it should be stopped as early as possible. Face-to-face supply of facts is the most effective way. Oral message must be repeated clearly. Message should not be exaggerated. Message should conformed by written message.
ACHIEVING EFFECTIVE COMMUNICATION
Communication is the soul of an organization, and without it the organization can’t exist. Therefore managers must ensure that there is adequate and smooth flow of communication in all directions. For this the manager has to take necessary steps for making communication effective.
1. Clarity in idea- the communicator should be quite clear about what he
want to communicate. It is a process starting with ideation that includes generation of ideas which are meant for communication.
2. Purpose of communication- every communication has some purpose.
However the ultimate objective may be extended, for example, getting an order accepted by the subordinate. The communication should be extended towards the objective by the communicator.
3. Empathy in communication- the way for effective communication is to
be sensitive towards receiver’s needs, feelings and perceptions. This is what imply projecting oneself into the viewpoint of the other person. When the sender looks at the problem’s from receiver’s point of view misunderstanding is avoided.
4. Two way communication- two way communication brings two minds
together which is the core of any communication. It involves a continuous dialogue between sender and receiver of the message.
5. Appropriate language- the matter of communication is transmitted by
encoding it into symbols. Such symbols may be in the form of words, either spoken or written, and gestures. The language used for communication should be understandable by the receiver. Technical terminology may be impressive looking but they can also be troublesome to the listener.
6. Supporting words with actions- often it is said that action speak louder
than words. The sender may use the actions to emphasize on a point. This enhances in understanding the important point in communication. This will also ensure seriousness in communication.
7. Credibility in communication- one criteria for effective managerial
communication is that it has believability. The subordinates obey the order of the superiors because he has demonstrated that he is worthy of trust. He must also maintain the trust and credibility.
8. Good listening- a communicator must be a good listener too. By this
process, he is not only giving chance to others to speak but he gathers useful information. By concentrating on the speaker’s words the manager can obtain a much better understanding of what is being said.
Newstrom and Davis suggested some points which may be observed in listening:
•No talking
•Put the talker at ease
•Show the talker that you want to listen to •Remove distractions
•Emphasize with the talker
•Be patient •Hold your temper •Go easy on arguments and criticism •Ask questions
doc_289180275.ppt
Business communication is communication that promotes a product, service, or organization; relays information within a business; or functions as an official statement from a company.
COMMUNICATION
?
?
The term ‘communication' covers just about any interaction with another person. It includes sharing information, ideas and feelings between people. Communication is a ‘two way' process. When you communicate you perceive the other persons responses and react with your own thoughts and feelings.
NATURE
?
?
? ?
The nature of communication is the exchange of information between two people. It is required that there be both a sender and a receiver for communication to take place. Communication is reciprocal. So at any time the sender is sending a message the receiver is also responding.
?
Communication is based upon following seven principles, these are known as 7 C’s of communication. Conciseness: It should be notified that the message should be concise in nature so that it will be easy to catch the readers’ attention. Concreteness: Message should be concrete as having all the meanings conveyed in it but should be shorter in length. Clarity: It must give appropriate and explicit meaning that would not diversify and confuse the reader at any instance. By placing prominence and consequences with all the facts and figures.
1.
2.
3.
4
5
5
6
Completeness: Also it is important that the message must have complete meaning that will providing the sufficient information to its reader. Courtesy: Another important feature is that the sender must be emphasizing on the courteous tone and must give some compliments and benefits to its readers. Correctness: The message conveyed must be checked for correctness and should be free from all grammatical errors Consideration: There must be proper consideration in the message and it should emphasize on you attitude rather than ‘I’ and ‘we’ kind of words.
Role of communication
Communication is a managerial skill, which is essential for effective leading & motivation of people at work. The importance of effective communication system increases with increase in size of business, growing competition & advancement in technology.
?
Better planning: communication improves the quality of planning. The management can receive suggestions & comments from subordinates. The entire plan will fail if the information regarding latest market developments is not available to the planners.
Role……
?
Brings co-ordination: Top management communicate its policies, objectives, programmes.etc to the lower levels & in turn receives reactions, suggestions. Group meetings as a means of coordination, involve exchange of ideas & knowledge & transfer of information. Helps in decision making: It may not possible for management to consider all pros & cons before making decision. Helps to management to come closer to subordinates & able to identify the problem & take appropriate decisions.
?
Role……
?
Facilitates management: It is important in executing the plans & then controlling the activities with the help of feedback information. Rapport with employees: Helps the manager to convey his views, ideas, decisions, suggestions & feelings to the employees. It builds the atmosphere of mutual trust & confidence & management is able to lead guide employees effectively.
?
TYPES OF COMMUNICATION NETWORK
?
?
1.) Formal Network 2.) Informal Network
PURPOSE AND FUNCTIONS OF COMMUNICATION:
MANAGEMENT FUNCTIONS PLANNING
STAKEHOLDERS
CUSTOMERS
ORGANIZING COMMUNICATIO N
SUPPLIERS
STAFFING
GOVERNMENT
LEADING
COMMUNITY
CONTROLLING
OTHERS
o Helps establish and dessiminate the goals of the organization.
o Facilitates the development of plans for the achievement of goals.
o Helps managers utilize manpower and other resources in the most effective and efficient way. o Helps managers select , develop , and appraise members of organization.
o Helps managers lead , direct, motivate, and create a climate in which people are willing to contribute. o Facilitates control and evaluation of performance.
Therefore, effective communication not only helps managers discharge their duties but also builds a bridge between managers and the external environment of the organization.
Communication Process
?
? ?
The communication process consists of a message being sent and received . The message maybe verbal or non-verbal. Added to this is the element of feedback to ensure that the message sent was received exactly as intended.
Communication Process
1.
2.
THOUGHT First, information exists in the mind of the sender. This can be a concept, idea, information, or feelings. ENCODING The sender of the information organises his idea into a series of symbols (words,sign etc) which he feels will communicate to the intended receiver
Communication Process
3.
4.
MESSAGE The message is the physical form into which the sender encodes the information. COMMUNICATION CHANNEL After encoding the message,the sender chooses the mode of transmission.
Communication Process
5.
6.
RECEIVER The communication process is only said to be complete when the message is received by the receiver. DECODING IT is a process by which the receiver draws meanings from the symbols encoded by the sender.
Communication Process
7. FEEDBACK After receiving the message ,the receiver will take necessary action and send feedback information to the communicator.
DIRECTION OF COMMUNICATION FLOW
DOWNWARD COMMUNICATION
? ?
? ? ?
Flows from superior level to subordinates. People have high degree of respect & fear towards this communication. Eg. Orders & instructions about the job. Organizational policies & procedures. Questions inviting upward communication.
UPWARD COMMUNICATION
?
? ?
?
?
Flows from subordinate position to superior position. Easily susceptible to distortion. Eg. Feedback of subordinate’s work performance. New ideas & suggestions Personal & family problem of workers.
HORIZONTAL COMMUNICATION
?
?
?
Flow of information between persons of same hierarchical level. Provided by the means of workers right at any level to consult or work with others at same level. Provides emotional & social support
BARRIERS TO COMMUNICATION
Barriers To Effective Communication
?
SEMANTIC BARRIER This barrier arises when the communicator is not able to convey his message in the same way he intended because a word may be misunderstood because it has one meaning for you and another for someone else.
Barriers To Effective Communication
?
PERCEPTUAL BARRIER This is a major psychological barrier to communication as people greatly differ in the way they perceive things and events. Effective communication requires an open mind and the willingness to see things through the eyes of others.
Barriers To Effective Communication
?
NOISE Equipment or environmental noise impedes clear communication. The sender and the receiver must both be able to concentrate on the messages being sent to each other.
Barriers To Effective Communication
?
PHYSICAL BARRIERS They are often caused due to the nature of the environment .Thus, for example, the natural barrier which exists, if staff are located in different buildings or on different sites.
Barriers To Effective Communication
?
RED TAPE Message gets passed on to many different people before finally reaching the recipient making the process too long and the message changing. Also, actions can be delayed as a result of a late arrival of the message
RUMOUR
Rumour is a grapevine information which is communicated without authentic standards of evidence being present.
REASONS FOR RUMOUR
1.
2.
3.
4.
One cause is plain maliciousness. Employee’s anxiety and insecurity because of poor communication in the organization. Rumour also serves as a means of wish fulfilment or applying pressure upon the management. Rumour largely depends on the interest and ambiguity perceived by each person, it tends to change as it passes from person to person.
DEALING WITH RUMOUR
?
?
?
? ?
?
Preferred way to deal with rumours is to get at its cause. When causes are known, it should be stopped as early as possible. Face-to-face supply of facts is the most effective way. Oral message must be repeated clearly. Message should not be exaggerated. Message should conformed by written message.
ACHIEVING EFFECTIVE COMMUNICATION
Communication is the soul of an organization, and without it the organization can’t exist. Therefore managers must ensure that there is adequate and smooth flow of communication in all directions. For this the manager has to take necessary steps for making communication effective.
1. Clarity in idea- the communicator should be quite clear about what he
want to communicate. It is a process starting with ideation that includes generation of ideas which are meant for communication.
2. Purpose of communication- every communication has some purpose.
However the ultimate objective may be extended, for example, getting an order accepted by the subordinate. The communication should be extended towards the objective by the communicator.
3. Empathy in communication- the way for effective communication is to
be sensitive towards receiver’s needs, feelings and perceptions. This is what imply projecting oneself into the viewpoint of the other person. When the sender looks at the problem’s from receiver’s point of view misunderstanding is avoided.
4. Two way communication- two way communication brings two minds
together which is the core of any communication. It involves a continuous dialogue between sender and receiver of the message.
5. Appropriate language- the matter of communication is transmitted by
encoding it into symbols. Such symbols may be in the form of words, either spoken or written, and gestures. The language used for communication should be understandable by the receiver. Technical terminology may be impressive looking but they can also be troublesome to the listener.
6. Supporting words with actions- often it is said that action speak louder
than words. The sender may use the actions to emphasize on a point. This enhances in understanding the important point in communication. This will also ensure seriousness in communication.
7. Credibility in communication- one criteria for effective managerial
communication is that it has believability. The subordinates obey the order of the superiors because he has demonstrated that he is worthy of trust. He must also maintain the trust and credibility.
8. Good listening- a communicator must be a good listener too. By this
process, he is not only giving chance to others to speak but he gathers useful information. By concentrating on the speaker’s words the manager can obtain a much better understanding of what is being said.
Newstrom and Davis suggested some points which may be observed in listening:
•No talking
•Put the talker at ease
•Show the talker that you want to listen to •Remove distractions
•Emphasize with the talker
•Be patient •Hold your temper •Go easy on arguments and criticism •Ask questions
doc_289180275.ppt