module 1 of mc

8/12/2019 Module 1 of MC

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Module 1

Effective Communicationin

Business


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Contents of Module

Introduction to Communication

Introduction to Business Communication

Characteristics of Communication

Importance / Needs of Communication

Components & Process of Communication

Forms of Communication taken place in an Organization

(Strategies to improve different forms of Communication)

Role of Verbal & Non-Verbal Communication

Barriers to Communication

Strategies for overcoming Communication Barriers

Seven Csof Effective Communication


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1. Introduction to Communication Achieving success in the workplace require ability to communicate

effectively.

Today world is changing rapidly & highly volatile and require

proper communication.

Number of communication challenges exist at workplace like:

I denti fying the problem, coordinating people & their activities,

developing internal as well as external relationship

I T CALL FOR EFFECTIVE & EFF ICIENT IN COMMUNICATION.


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Business Communication

What do Understand by word AN ORGANISATION?

Itsa group of people working toghter to achieve an objective of an

organization.

Their efforts are interrelated & interconnected to achieve

organization objective.

It requires the coordination of human efforts & activities and that is

possible only through communication system which provides

exchange of information & sharing of an ideas.

Communication is a process that enables management to allocate

& supervise the work of employees.


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As an organization grow, complexity, the role of communication

also undergoes a change. So it become necessary to upgrade the

communication system of an organization.

Effectiveness of management depends on effectiveness of business

communication system through which they are communicating

internally as well as through external environment.

Internal Activities are like Improving employees morale, policy

changes, Information dissemination to various employees & top

management.

External Activities are like sales & purchase of goods, passing of

information to various stakeholders of an organization.


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Meaning Definition of Communication

Communication is the process of exchanging information.

Might be in variety of forms Face to Face or Global

telecommunication networks.

It enables interactions amongst the people without it we would be

unable to share our knowledge with anyone.

Common forms of communication include speaking, writing,

gesturing, Broadcasting.


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DEFINITION OF COMMUNICATION

Communication term come from the Latin Word Communicare .

The possible meaning of it:

To make common through

Cum+ Munus, that is, having gifts to share in mutual donation.

Cum+ Minure, that is, building together a defence, like the wall

of a city.

Communication may be defined as the sharing of exchange of

messages, facts, opinions, ideas & emotions between sender &

receiver or between two or more people.


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According to Newman and Summer:

It is an exchange of facts, ideas, opinions or emotions by two or

more persons.

According to G. G. Brown:

Communication is transfer of information from one person to

another, whether or not it elicits confidence. But the information

transferred must be under stable to the receiver.


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Characteristics of Communication

A Two Way Traffic

Short

Lived Process: Process get over as receiver received

message & understand in the right perspective.

Needs Proper Understanding: objective is to convey the message

to the other party. Be Clear & Concise about the message.

Leads to achievement of organizational objective:

Dispels Misunderstanding: Clear message will be passed betweentwo people & that help in terms of building Camaraderie among

people.


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Universal Phenomenon:All living beings communicate.

Continuous Process:

Communication is unavoidable: its always an existing phenomenon.

Not only facial expression, gesture & even silence convey message.

Two Way Communication: process will not end until receiver

understood message & provide feedback to sender.

Give facts rather than impression : Business messages use concrete

language and specific details. Information must be clear , convincing ,

accurate and ethical.


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Objective of Communication

Co-Ordination of efforts:

Effective control through communication of Rules & Regulation:

Communication channels enables communication of policies to the

peoples who really execute the policies.

Harmonious Relations between Management & Workers: Open

communication environment helps in terms of establishing cordial

relation by sharing ideas, problems from one party to other.

To provide Advice: Information tends to be factual where advice is

subjective & opinioned in business, supervisor give advice to

handle machine properly.


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To Receive Suggestion:

To Motivate People: By providing open & participative

environment to employees.

To Bui ld up Knowledge Management: Through Open view to

share knowledge & experience.

Provide Education: Education is a very conscious process of

communication ,it involves both teaching and learning by which

organizations provide to their employees in the form of training.

I ncreased Productivity: With good communication skills , you can

anticipate problems , make decisions , co-ordinate work flow ,

supervise others , develop relationships and promote products and

services.


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Functions of Communication

I nformation : Decision making , Problem solving

Control : Power to influence, Express opinions / grievances

Motivation: Foster spirit of motivation, Feedback,

Reinforcement

Emotional Expression: Expressing satisfaction, dissatisfaction


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Importance of ommunicationa) Ancient Heritage for Communication Principles:

Important for the development of human civilization.

The ancient world depended heavily on oral communication.

With the evolution of human civilization, the art and science of written

communication were developed.

Writing became more important as a means of keeping permanent record

of communication.

The origination of communication principles can be traced back to the

bureaucratic traditions of China.

Thus, some of the principles of writing are based on a mixture of ancient

oral and written traditions.


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b) Lifebloodof Every Organization:

As blood helps transmission of vital nutrients and hormones for

effective functioning of human body, Communication does so in

an organization.

This is achieved through Internal Communication - Downward,

Upward and Horizontal.

Effective downward communication motivates employees to

engage in a goal-directed behavior.

Effective downward communication also provides the employees

proper guidelines to carry out their tasks.

Employers who communicate well have more productive workers.


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Effective upward communication fosters employee loyalty towards

the organization. They feel they are part of the organization.

Managers, through effective upward communication get to know the

impact of their decisions on their employees and overall functioning

of the organization.

Effective upward communication fosters employee loyalty towards

the organization. They feel they are part of the organization.

Managers, through effective upward communication get to know the

impact of their decisions on their employees and overall functioning

of the organization.


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C) Cost of Communication:

Cost of communication can be measured in terms of time and

money.

Another cost are materials, equipment.

Adoption of developmental technologies like comp., video

conferencing can help in terms of reducing cost.

Late or ineffective communication may cause loss of customers and

firmsgoodwill.

In certain businesses, such as aviation, oil drilling, healthcare,

mining, construction, poor communication may cost life of people

and money.


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Essential to carried out Management Functions


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Ch. 1, Slide 20 Mary Ellen Guffey, BusinessCommunication: Process and Product, 6e

Strong communication skills are

necessary for hiring.

top skill set sought by employers. critical for promotion.

essential for effective job performance.

more important now as a result oftechnology.

learned through instruction and practice.

Why You Need to Build

Career Skills


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Benefits of Effective Communication in

onesCareer

Your Communication style also make a sense for job, promotion

& Professional reputation by how effectively you communicate

your knowledge, ideas to others who need.

Managerial career requires mainly intellectual inputs to perform

tasks effectively and hence an ability to communicate effectively

becomes a valuable asset.

Communication is a primary responsibility in many careers, such

as marketing, sales, public relations, human resources, customer

relations, financial services, and teaching.


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Even if your work is mainly with figures, as in the accounting

profession, the ability to communicate to those who read your

financial reports is essential.

It is an important requirement for those who are looking for their

career advancement.

AN ESSENTI AL FOR PROMOTION:

Managers spend 60 to 90 percent of their working days

communicating

speaking, writing, and listening.

Ability to communicate is one of the very important aspects of

becoming successful in managerial career.


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COMPONENTS OF COMMUNIC TION

ContextSender-Encoder

Message

Medium

Receiver-DecoderFeedback


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Ch. 1, SlideMary Ellen Guffey, Business Communication: Process and Product, 6e

Noise Noise

Noise Noise

Noise

Noise Noise

Noise

Sender

has idea 1

Senderencodesidea inmessage

2

Messagetravelsoverchannel

3Receiver

decodes

message

4

Feedback

travels to

sender5

Possibleadditionalfeedbackto receiver

6

The Communication Process

Basic Model


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A) Context:

Every message, whether oral or written, begins with context.

It is a broad field that includes country, culture, organization, andinternal stimuli.

Every country, culture and organization has its own conventions for

processing and communicating information.

Your attitudes, opinions, emotions, past experiences, likes and dislikes,

education, etc. influence the way you communicate.

Especially important is your ability to analyze the culture, viewpoint,needs, skills, status, experience and expectations in order to

communicate effectively.

Words alone have no meanings. They are meaningful in a given context.

B) S d E d


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B) Sender Encoder:

As a sender-encoder, you use symbols that express your message and create

the desired response.

Alphabets are verbal symbols, which are used to design a message.

Posture, gesture, eye contact, facial expressions, silence, etc. are some of the

non-verbal symbols managers use to encode a message.

C) Message:

It is the core idea that on wants to communicate and it contains both verbal

and non-verbal symbols.

A communicators first task is to decide exactly what the message is and

what other information to include.

Choice of medium is crucial in determining the effectiveness of the message


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D) Medium:

The selection of communication channel depends on

all the contextual factors and the nature of the

message itself.

The choices of medium include oral conversation,

presentation, meeting, on one hand and e-mail,

letter, memorandum, report, proposal, on the other

hand.

In nutshell, a communicator should decide: to

speak or to write.


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Characteristics of Oral and Written Media:

Oral Written

Immediate feedback Delayed feedback

Shorter sentences & words Longer sentences & words

Conversational More formal

Focus on interpersonal relations Focus on content

Prompt action Delayed action

Less detail technical information More detailed technical info.

More personal pronouns Fewer personal pronouns

More colloquial language More complex constructions

Simpler constructions Possibility of review

More imperative, interrogative,

and exclamatory sentences

Useful for permanent record and

detailed documentation

E) R i D d


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E) Receiver-Decoder:

The receiver of the message - either a reader or a listener is also known as

decoder.

The receiver-decoder is influenced by the context and by the external and

internal stimuli.

The receiver decoded the whole message the verbal and non-verbal

contents of the message.

F) Feedback:

The receivers response to a message depends on the meaning that is

communicated through the message.

The receiver gives feedback using either a verbal or non-verbal or both

symbols.

Feedback can be an oral or a written messa e an action or sim l silence.


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Forms / Types of Communication Network

In Organization, innumerable kinds of message which may be

difficult to map out.

Types of Communication Network

On the basis of

Direction

On the basis of

Organizational Structure

On the basis of

Way Of

Expression

Formal Informal / Grapevine

Horizontal

Diagonal

Vertical Downward

Upward

Oral Comm.

Gesture Com.

Written

Communication


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A) ON THE BASIS OF DIRECTION:

Communication may flow in Inter-Scalaror I ntra Scalar form.

I ntra scalar communication: When Communication flow between

two person at different managerial level. (Vertical Form of Comm.)

Sub categories are Downward & Upward Communication.

I ntra Scalar Communication: When communication take place

between two person at the same hierarchical level.

Sometime called as Horizontal or Lateral Communication.


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A.1) VERTICAL COMMUNICATION: it consists of Upward &

Downward Communication.

Information are transmitted from top mgmt. to lower level

employees & vice versa.

As Complexity increase strength of employee increase and that

increases the chances of destroying message as it will pass from

one to another as well as pass from one level to other.

A.1.1) Downward Communication:

Written FormInstruction, Memo, Procedures,

Departmental Manuals, Strategy

of Business, Rules & Regulation,

Policy

Oral Form

Instruction, Speech,

Meeting, Telephonic

Conversation


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Advantages:

Disseminate Plan & Policies

Convey Expectation to employs

Feedback

Motivation

Disadvantages:

Distortion of message

Delay in Transmission

Loss of Information


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A.1.2) Upward Communication:

From Lower level to upper level.

2 types of communication can be done:

Feedback information

Voluntary Communication

Advantages:

Create confidence & Trust

Enhance Learning & Excellence

Disadvantages:

Poor Listening

Hesitation of Employees

A.2) Horizontal Communication / Lateral:


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A.2) Horizontal Communication / Lateral:

Comm. Between various departments or units representing the same

level or people within the same.

Information flows between persons at same hierarchical level.

Purpose is to co-ordinate the works of different department.

Either oral or Written.

Advantages:

Coordination of work

Problem-Solving

Disadvantages:

Specialization

Lack of Motivation

Conflicts amongst employees


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A.3) Diagonal Communication / Crosswise:

Horizontal flow of information as also that amongst people at

different levels who have no direct reporting relationship.

To spread information in organization & to understand and

coordinate efforts of different departments.


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B) ON THE BASIS OF ORGANISATIONAL

STRUCTURE:

Numerous kind of message which may be difficult to map out.

But can be classified in regards to How to transit, who will

communicate to whom, what kind of relationship communicationdevelop.

module 1 of mc

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