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cover art, EBC 8e

Multimedia Instructor Version

© 2010 Thomson South-Western

Effective Communication in Business

Chapter 01Suggested Text: Chapter 01, Business Communication by Herta A Murphy

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 2

Why effective Communication

If you can communicate effectively in speaking and writing, you have a highly valued skill. Effective communication is a basic job requirement and first among the personal factors necessary for promotion.


Defining Communication

Communication is the exchange of information between humans who are aware of each others.

This information is transmitted – interpreted - received on a conscious as well as a subconscious level.

OR

Communication is the process of recieving verbal and non verbal messages.


Components of Communication

Communication is considered effective when it achieves the desired response from the receiver. Simply speaking communication is a two way process of exchanging information. To understand the two way process we need to understand the components or parts of communication.


The six components of effective communication

1. Context

2. Sender-Encoder

3. Message

4. Medium

5. Receiver-Decoder

6. Feedback

It is also called the communication process.


The communication process


1. Context

Every message weather oral or written begins with the context. Context means the background or the situation in which you communicate. The context may be as a result of some external stimuli that makes you to send a message, for example a letter, email, fax or telephone call etc. The context may be as a result of some idea or feeling.


2. Sender-Encoder

When you send a message you are the encoder. Encoder means writer or speaker, depending on whether your message is written or oral. You choose a combination of words that the reader shall understand and respond in a way that you need. For effective communication you should decide an effective channel for communication the message, both written and oral.


3. Message

Message is the core idea that you wish to communicate. It consists of both verbal (written and spoken) and non verbal (un spoken) symbols. First of all you have to decide what your message is and what should you include in that. The receiver of the message must be considered while writing your message, specially his or her level of understanding.


4. Medium

‘Should you write or speak’ to communicate your message?

Selecting a method to communicate your message, like email, printed or oral is called the medium. Language used is also a part of medium.


5. Receiver-Decoder

The message receiver is your reader or listener, also called decoder. Many of your messages may have more than one decoder. Receiver receives messages through the eyes and ears but are also by their mental filters. So there may be chances of miscommunication but effective managers tend to keep it at minimum.


6. Feedback

The reaction or response of receiver, either the desired response, based on a clear understanding of the message, or with an undesired response, based on miscommunication. It may also be an action for example receiving the items that you ordered. Sometimes silence is used as feedback. Sender needs feedback in order to confirm the success or failure of the communication.


Types of Communication

There are two main types of communication.

1. Verbal Communication

2. Non Verbal Communication


Verbal Communication: Communication that involves words, like written or spoken.

Non Verbal Communication: The process of sending and receiving wordless messages like, gestures, facial expressions, body language, eye contact, symbols, dress etc.


Communication process applies to both verbal and non verbal communication.


NON-VERBAL COMMUNICATION

KINESIS

HOW WESTAND FACIAL

EXPRESSIONS

LAUGHING

USEOF

ARMS

USEOF

LEGS

POSTURE


Common Problem Areas

The following are supposed to be the common problem areas.

1. Sending:

2. Environment:

3. Receiving:


Problems in Sending

using technical words for communication to nontechnical people

forgetting that the visual and vocal elements are the most important, words less.

Ignoring the situation, expectencies and interests of the listener according to their expertise.


Noise in the environment

Noise creates distortions of the message and prevents it from being understood the way it is intended

Noises may be ringing telephones, honking horns etc.

Time, inapropriate time may be an obstacle to give message clearly.Thursday afternoon is not proper for a heavy meeting.


Receiver Problems

Poor listen ability Lack of attention Emotional state, stress, fear, anger Prejudgements Be sure that the receiver is attentive


DIRECTION OF COMMUNICATION

DOWNWARD UPWARD

HORIZONTAL DIAGIONAL


Downward Communication

Downward communication flows from top to bottom or from higher positions to the lower. For example manager to assistant manager, assistant manager to supervisor, supervisor to clerk etc.


UPWARD COMMUNICATION

FACULTY

ASSISTANT PRINCIPALS

PRINCIPALS

ASSISTANT SUPERINTENDENTS

SUPERINTENDENTS


HORIZONTAL COMMUNICATION

ASSISTANT PRINCIPAL

ASSISTANT PRINCIPAL

FACULTY MEMBER

FACULTYMEMBER

OFTENOVERLOOKED

ASUNIMPORTANT

FACILITATECOORDINATION

BETWEEN UNITS

ACHIEVED THROUGH

CROSS-FUNCTIONALCOMMITTEES

FURNISHESEMOTIONAL

SUPPORTAMONG PEERS


ASSIST. SUPT. FOR PERSONNEL

DIRECTOR OFPERSONNEL

CHIEFNEGOTIATOR

SUPERINTENDENT

ASST. SUPT. FORINSTRUCTION

ASST. SUPT.FORBUSINESS

ELEM. ED.COORDINATOR

SECONDARY ED.COORDINATOR

ELEMENTARYPRINCIPAL

SECONDARYPRINCIPAL

DIAGIONAL COMMUNICATION

ACCOUNTANTS

Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 26Lesson 2 Slide 26

Why do we communicate?


Why do we communicate?

Generally there are three reasons for communication

1. Biological needs

2. Interpersonal needs

3. Social needs


• Biologic needs

Food, shelter, cloth …


Interpersonal needs Forwarding office files to others Writing an application for leave Forwarding phone calls


Social needsParty invitationsSadness and joysPrayers Reference groups

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Documents

communication process

parts of communication

message message

murphy slide

mary ellen guffey

business chapter

message weather oral

effective channel