Business Communication

22MBA16

Module 1
Introduction
Hello!
I AM UDAYA SHANKAR S
I am here to give the lecture on Managerial
Communication
You can find me at [email protected]

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 POOR
COMMUNICATION
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Meaning & Definition

body language or signs

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Meaning & Definition

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Roles of Communication

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Classification of Communication

 We classify communication according to the number of persons (receivers) to

whom the message is addressed:

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identity
 Mass Communication: It occurs when the message is sent to large groups of
people, for example, by newspaper, radio, or television
Classification of Communication

 Communication can also be classified on the basis of the medium employed

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 Formal Communication : The communication flows through formal channels, that
is, officially recognized positions along the line in the organization
Classification of Communication

 Communication can also be classified on the basis of the medium employed

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Communication.

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Classification of Communication

 Communication can also be classified on the basis of the medium employed

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Purpose of Communication

 : This is the foremost objective of communication. Information is

power. The information needs within and outside the organization can be met
through communication
 : Businesses work through persuasion. It is important to persuade
employees to work efficiently, to persuade customers to buy our
 product and so on
: To disseminate knowledge and develop skills and attitudes among
 people working in the organization may be another objective of
communication
: High
means to keep level oflevels
motivation morale and motivation are a must to ensure high levels
high
of productivity and efficiency on a sustainable basis. Communication
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provides a
Characteristics of Communication

 : The message should be clear and easily understandable to the recipient

 : The message should be correct, i.e. a correct language should be used,
and the sender must ensure that there are no grammatical and spelling mistakes
 : The message should be complete, i.e. it must include all the relevant
information as required by the intended audience.
 : The communication should be concrete, which means the
message
 should be clear and particularly such that no room for misinterpretation is left
: The message should be precise and to the point. The sender should avoid
the lengthy sentences and try to convey the subject matter in the least possible
words
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Characteristics of Communication

 : The sender must take into consideration the receiver’s opinions,

knowledge, mindset, background, etc. in order to have an effective
communication.
 : It implies that the sender must take into consideration both the feelings
and viewpoints of the receiver such that the message is positive and focused at the
audience

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7Cs of Communication

 The 7C’s of effective communication were given by Francis J. Bergin. These are
applicable for both, verbal and written communication. They are as follows:

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 Concreteness- reinforces confidence
 Conciseness- saves time
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Process of Communication

 Communications is a continuous process which mainly involves three elements

viz. sender, message, and receiver. The elements involved in the communication
process are explained below in detail:
 : The sender or the communicator generates the message and conveys it to
the receiver. He is the source and the one who starts the communication
 : It is the idea, information, view, fact, feeling, etc. that is generated by
the sender and is then intended to be communicated further.
 : The message generated by the sender is encoded symbolically such as
in the form of words, pictures, gestures, etc. before it is being conveyed

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Process of Communication

 : It is the manner in which the encoded message is transmitted. The message

may be transmitted orally or in writing. The medium of communication includes
telephone, internet, post, fax, e-mail, etc. The choice of medium is decided by the
sender
 : It is the process of converting the symbols encoded by the sender. After
decoding the message is received by the receiver
 : He is the person who is last in the chain and for whom the message was
sent by the sender. Once the receiver receives the message and understands it in
proper perspective and acts according to the message, only then the purpose of
communication is successful
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Process of Communication

 : Once the receiver confirms to the sender that he has received the
message and understood it, the process of communication is complete.
 : It refers to any obstruction that is caused by the sender, message or receiver
during the process of communication

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Process of Communication

 The process of communication includes

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 It is the earliest conceptualization of communication. It involves 5 basic questions
 Who? Says what? On which channel? To whom? With what effect ?
 Communication was considered a one-way process marked by the
flow of
information from a sender to a receiver
 Communication was considered a one-way process marked by the
flow of
information from a sender to a receiver 19
Process of Communication

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Process of Communication

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 According to the linear view,
 A receiver passively receives the message
 Acts as directed or desired by the sender
 Communication is intended to control/manipulate the receiver
 It is assumed that message while passing through the medium chosen by the
sender, it reaches the receiver without any distortion or change

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Process of Communication

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 Shannon and Weaver's Communication Model has five basic factors, arranged in a
linear format. The components in this model are:

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Process of Communication

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 Source- The information source selects a desired message out of a set of possible
messages
 Encoding-The transmitter changes the message into a signal that is sent over the
communication channel to the receiver.
 Decoding -The receiver is a sort of inverse transmitter, changing the transmitted
signal back into a message, and interpreting this message
 Receiver-This message is then sent to the destination. The destination may be
another receiver (i.e., the message is passed on to someone else), or the message
may rest with the initial receiver, and the transmission is achieved
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Process of Communication

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 Noise-In the process of transmitting a message, certain information that was not
intended by the information source is unavoidably added to the signal (or
message)
 Feedback - Feedback occurs when the receiver of the message responds to the
sender in order to close the communication loop. They might respond to let the
sender know they got the message
 Some times when feedback will occur include:
 During a chat between friends & When you write a reply email
 Through your facial expressions and body language during a conversation
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 Process of Communication
Shannon-Weaver model Example:
TELEPHONIC CONVERSATION

 Sender: The sender is the person who has made the call, and wants to tell the person at
the
other end of the phone call something important.
 Encoder: The telephone turns the person’s voice into a series of binary data packages that
can be sent down the telephone lines.
 Channel: The channel is the telephone wires itself
 Noise: Noise may occur if the speaker mumbles, the telephone wires are interrupted in
a
storm, or the telephone encoders/decoders are malfunctioning
 Decoder: The telephone that the receiver is holding will turn the binary data packages it
receives back into sounds that replicate the voice of the sender.
 Receiver: The receiver will hear the sounds made by the decoder and interpret the message.
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 Feedback: The receiver may speak in response, to let the sender know what they heard or
understood.
Importance of communication

 The Basis of Co-ordination

 Fluent Working
 The Basis of Decision Making
 Increases Managerial Efficiency
 Increases Cooperation and Organizational Peace
 Boosts Morale of the Employees

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Communication Structure in Organization

 Formal Communication
 Informal Communication
 Oral Communication
 Verbal Communication
 Non Verbal Communication
 Written Communication

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Communication Structure in Organization

 Types of Internal Communication

 One-One Meetings
 Staff meetings
 Email
 Voice mails
 Video broadcasting
 Intranet
 Corporate News
 Annual reports
 Half yearly reports
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Levels of Communication

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 Extra personal communication is a process that takes place with human entities &
non human entities
 When communication is done with non human entities it is called to be extra
personal communication
 Example : Human interacting with Pet Dog

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Levels of Communication

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 The communication within oneself
 The sound of your thinking
 The little voice from within yourself
 Self concept & self awareness are formed & at this level
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 Involves two people & getting to know someone personally
 Sharing ideas & information on one-one basis
 Its also called as Dyadic Communication
 Dyad a unit made up of two people
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Levels of Communication

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 If more than two persons to six persons communicates in a group
 Enhances a creativity & ideas
 Creates better product if everyone actively participants \
 Focus on the topic is necessary
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 Its been observed were 12 or more audience are interacting in a Public
 Its challenging to keep the audiences attention is on the speaker

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Levels of Communication

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 Many people in different places at different times can receive the same message
 Its widely transmitted message to the lager groups
 Feedback is primarily absent at this level
 Example : Newspaper, magazines, oral communication, written communication,
teleconferencing, video conferencing

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Communication Flow

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 Upward communication is the flow of information from subordinates to superiors,
or from employees to management
 Upward Communication is a mean for staff to:
 Exchange information Offer ideas
 Express enthusiasm
 Achieve job satisfaction
 Provide feedback

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Communication Flow

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 Information flowing from the top of the organizational management hierarchy and
telling people in the organization what is important (mission) and what is valued
(policies).
 Downward communication generally provides enabling information – which
allows a subordinate to do something. e.g.: Instructions on how to do a task
 This type of communication is needed in an organization to : Transmit vital
information, Give instructions, Encourage 2-way discussion, Announce decisions,
Seek cooperation, Provide motivation, Boost morale, Increase efficiency, Obtain
feedback
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Communication Flow

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 Horizontal communication normally involves coordinating information, and
allows people with the same or similar rank in an organization to cooperate or
collaborate.
 Horizontal Communication is essential for:
 Solving problems
 Accomplishing tasks
 Improving teamwork
 Building goodwill
 Boosting efficiency
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Communication Flow

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 Diagonal or cross lines communication flows in all direction and cuts across all
function and level in an organization
 For example: sales manager communication directly to vice
president
(production)
 This form of communication deviates from normal chain, but it’s quick
and
efficient.
 The increase use of e-mail also encourages cross lines communication
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Media Choices

 Oral Communication :
 Face to Face conversation
 Telephonic
 Office meeting
 Conference
 Radio
 TV-broadcast & Video conferences
 Negotiations & GD
 Grapevine communication
 Press conference
 Demonstrations
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Media Choices

 Written Communication :
 Text
 Diagrams
 Pictures, Graphs
 Reports
 Policies, rules, Orders & Instructions
 Agreements, Fax & Email
 Print media & Digital media

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Communication in Conflict Resolution

 Conflict is a normal, & even healthy, part of relationship. Relationship conflicts are
inevitable, learning to deal with them in a healthy way is crucial
 When conflict is mismanaged, it can harm the relationship
 But when handled in a respectful & positive way, conflict provides an opportunity for
growth, ultimately strengthening the bond between two people
 Conflict arises from differences. It occurs whenever people disagree over their values,
motivations, perceptions, ideas or desires
 Sometimes these differences look trivial, but when a conflict triggers strong feelings, a
deep personal & relational need is at the core of the problem a need to feel safe &
secure, a need to feel respected & valued or a need a greater closeness

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Communication in Conflict Resolution

 Successful conflict resolution depends on ability to :

 Manage stress,
by staying calm you can read & interpret verbal & non
verbal
communication
 Control your emotions & behavior
 Pay attentions to the feelings being expressed as well as spoken words of others
 Be aware of & respectful of differences

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Communication in Crisis

 Crisis communication refers to the technologies, systems & protocols that enable an
organization to effectively communicate during a major threat to its business or
reputation
 Employees or executives should not ignore any external parties & clients during the
crisis. Don’t avoid the media
 Don’t criticize individuals : avoid the blame game & encourage them.
 Effective Communication must be encouraged at the workplace during emergency
situations.
 Information must flow across all department in desired format
 Crisis communication specialists must learn to take quick decision
 Make sure information is kept confidential
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Communication in Crisis

 Successful Crisis Communication :

 Keep it simple
 Make it credible
 Show empathy
 Show competency
 Make it share worthy – positive word of mouth

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Communication & Negotiation

 Negotiation is essentially an exercise in communication. The underlying objective is to

use a communication techniques to convince, persuade, or alter the perceptions of
another
 Negotiation is nothing but a discussion among individuals to reach to an
alternative which would satisfy all.
 An effective communication is directly proportional to an effective negotiation
 Discussion does not mean fighting and shouting, instead it is simply the exchange
of one’s ideas, thoughts and opinions with each other
 Communication is an art and one should master it to excel in all kinds of
negotiation. The other person will never come to know about your thoughts and
ideas unless and until you share it with them
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Communication & Negotiation

 Don’t eat your words and try to confuse others. Your thoughts and ideas must be
expressed clearly for others to understand well. Be crisp and precise in your speech
 Effective communication is important in salary negotiations as well. Express your
salary expectations clearly in front of the recruiter. If you want your salary to be more
than what he has quoted, mention it very clearly but politely
 Try your level best to convince the recruiter why you need salary hike and probably
how will you justify it once you join the organization. There is nothing to be afraid of;
even the organization needs talented people like you. Learn to be a bit tactful.
 An effective communication is of prime importance in business deals also. The terms
and conditions must be mentioned clearly for better transparency and don’t try to hide
anything from the second party
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Communication & Negotiation

 Non verbal communication also plays an important role in an effective negotiation.

Our facial expressions hand movements, posture matter a lot and must never be
ignored.
 Don’t express your helplessness to anyone. You might need the job badly but don’t let
the other person know about it. Be very confident and show a positive attitude.
 Negotiation is no rocket science. You just have to be very clear about your
expectations and interests; express the same clearly, convince the other party and come
to something acceptable to both.
 Don’t speak anything which might hurt the other person. Be very polite in your speech,
involve everyone in the discussion and decide in the favour of all the participants for
an effective negotiation.
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Communication in a Cross Cultural Setting

 Cross-cultural communication is a field of study that looks at how people from

differing cultural backgrounds communicate, in similar and different ways among
themselves, and how they Endeavour to communicate across cultures
 Cross-cultural communication in an organization deals with understanding different
business customs, beliefs and communication strategies.
 Language differences, high-context v/s low context cultures, nonverbal differences and
power distance are major factors that can affect cross-cultural communication
 Cross-cultural communication has become strategically important to companies due to
the growth of global business, technology and the Internet
 This type of communication involves an understanding of how people from different
cultures speak, communicate and perceive the world around them.
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Communication in a Cross Cultural Setting

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 : Agility is the ability of an organization to respond to change faster
than the rate
 : Being exposed to new viewpoints & making the effort to understand
them
 : provide open conversation, encouraging
meaningful interactions also have significant impact & provide space where team
members can openly share their thoughts & ideas
 : Improving cross cultural communication in the workplace is to
become more culturally & self aware

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Communication in a Cross Cultural Setting

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 Japan : Strive for harmony & work well in groups, they often rely on facial expression,
tone of voice & posture to understand others
 Japanese prefer to do business on the basis of personal relationships
 Greetings in Japan are very formal & ritualized while foreigners are expected to shake
hands, the traditional form of greeting is the “BOW”
 Japanese often remain silent for longer period of time
 Some Japanese people close their eyes when they want to listen intently
 Business cards are given & received with two hands & slight bow

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Communication in a Cross Cultural Setting

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 France :
 French are private & have different rules of behaviors for different set of people
 Handshake is a common form of greeting
 Mutual trust & respect are required to get things done
 Business cards are exchanged after the initial introduction without formal rituals
 French are often impressed with good debating skills

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Communication in a Cross Cultural Setting

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 Germany :
 Germans can be considered the masters of planning
 They have forward thinking & knowing what they will be doing at a specific time on a
specific day
 Business & personal lives are rigidly divided
 Germans thy doesn’t need a personal relationship in order to do business
 A quick firm handshake is the traditional greeting
 Germans don’t have open door policy, people often work with their office closed
 German communication is formal so difficult to maintain business relationship
 Meeting adhere strict agenda, eye contact & decisions happens on top of company
decisions made is final 50
Ethics in Business communication

 Ethical communication is a type of communication that is predicated upon certain

business values, Such as being truthful, concise & responsible with one’s words & the
resulting actions
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 Be truthful & honest
 Active listening
 Speak from your own experience
 Avoid a negative tone
 Don’t interrupt others
 Respect privacy & confidentiality
 Consider the receiver preferred communication channel
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Communication Barriers

 Language Barrier
 Semantic Barrier
 Poor vocabulary
 Poor grammar & punctuation
 Noise
 Distance
 Time
 Status Barrier
 Attitudes & values
 Bad listening
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Thanks!
Any Questions?
You can find me at
[email protected]
Assistant Professor
MBA Dept. PDIT

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