Business Communication
When is Communication Effective:
Listener understands the communication in the manner in which the communicator wants it to be understood.
ie, it is transference and understanding of the meaning or transfer of an idea or image from the sender to a receiver that leads to an intended reaction
Why do we communicate?
1.To convey the organizational objectives, policies, procedures and practices. 2.To share any information during times of change so that full benefits of change is achieved. 3.To correct the subordinates whenever they stray. 4.To make your subordinates aware of their prospects in the organization. 5. Share ideas, give and receive feedbacks. 6. Make them understand the why of things
Process of communication is
Idea encodes transmit receiver decodes understands
feedback
act
Communication channels
Formal Vertical Downwards & Upwards Lateral Horizontal & Diagonal Informal Grapevine
Downward communication would be
1. Company & Departmental objectives. 2. Strategies, Policies & Plans. 3. Procedures, rules & methods. 4. Standards. 5. Authority & delegation. 6. Job assignments. 7. Instructions & guidance. 8. Rewards, reprimands, approvals & punishments.
Upward Communication would be
1. Feedback about the employee himself, his performance and his problems. 2. Feedback about others and their problems. 3. Feedback about organizational policies and practices. 4. Feedback about what needs to be done and how it can be done.
Horizontal Communication would be required for
Co-ordination and integration of diverse organizational functions
Takes place between different departmental heads (peers) in the organization
Diagonal Communication would be required for
Co-ordination and integration and involves bypassing the chain of command
Would ensure speedy action than in horizontal communication.
Grapevine
Characteristics: Not controlled by management. Perceived by most employees as being more believable and reliable than formal communications. Largely used to serve the selfinterests of those who use it.
Grapevine
Results from: Desire for information about important situations. Ambiguous conditions. Conditions that cause anxiety.
Methods of communication
Written
Oral
Others
Speaking
Listening
Written communication should be
1. Clear, courteous, correct and readable. 2. Avoid irritating expressions 3. Apologise good naturedly and admit errors. 4. Avoid spelling mistakes.
Written communications drawbacks are
Feedback is delayed and difficult It does not take into account the comprehending and reading capability of the individual
Speaking should take into consideration
1. Type of person 2. The purpose 3. Subject 4. Best way to present
Ten commandments for good listening
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Stop talking Put talker at ease Show the talker that you want to listen Remove distractions Empathize with the talker Be patient Hold your temper Go easy on arguments Ask questions Stop talking
Why should you listen?
1. 2. 3. 4. 5. Reduces tension Helps learning Win friends Solve problems for the other person Solve mutual problems and resolve disagreements 6. Leads to better work and co-operation from others 7. Stimulates the speaker
Why should you listen?
8. 9. 10. 11. 12. 13. 14. Helps you take better decisions Help you do a better job Help you sell Avoid trouble Gives you confidence Increases your enjoyment Gives you time to think
Other methods of communication
Body language Facial expressions Intonations adds and complicates verbal communication
Messages conveyed
Nonverbal cue
Tone of voice Voice volume Eye contact
Anger
Happiness
Sadness
Anxiety
Harsh Loud
Warm Excited Easy to hear Shouting for joy Direct
Soft Quiet
Timid Hesitant Quiet
Direct
Averted
Averted Very intermittent
Facial expressi on
Posture
Clenched teeth
Grinning Open
Tearful Mouth turned down
Slouched Holds head in arms
Forced smile
Rigid
Relaxed Bouncy movement Jumping for
Tense Finger tapping
Gestures Fist clenched Finger
Francis J Bergin sums up the 7 Cs of communication as
CANDID CLEAR COMPLETE
CONCISE CONCRETE CORRECT & COURTEOUS
Sound principles of communication as suggested by Koontz and ODonnell
1.Principle of clarity: Communicate in commonly understood language. 2. Principle of attention : Give full attention to receiving communications from all sources.
3. Principle of integrity
Make communications support organisational objectives.
4. Principle of strategic use of informal organization
Use informal organization constructively as a means of communication.
Barriers of communication
1. Language 2. Faulty translation and poor
retention
3. Loss by transmission
4. Inattention
5. Assumptions not clarified
6. Insufficient adjustment period 7. Lack of trust
8. Premature evaluation
9. Rejection of the media of communication or the routine stereotyped communication
10. Distortion of communication
11. Changing attitudes
Note of Principal of Astronomical College to Assistant Principal
Tomorrow morning there will be an Eclipse of the Sun at 9.00 hrs. This is something which we cannot see everyday, so everyone in the College will line up outside in their best clothes to watch it. To mark the occasion of this rare occurrence, I will personally explain it to them. If it is raining, we will not be able to see it very well and in that case everyone should assemble in the Canteen. By Order of Principal
Note of Assistant Principal to various HODs
By order of the Principal, there will be a total eclipse of the sun at 9.00hrs tomorrow morning. If it is raining, we shall not be able to see it very well on site, in our best clothes. In that case the disappearance of the sun will be followed through in the Canteen. This is something which we cannot see happen everyday.
Assistant Principal
Note of HODs to the Professors
By order of the Principal, we shall follow through , in our best clothes, the disappearance of the sun in the Canteen at 9.00hrs tomorrow morning. The Principal will tell us whether it is going to rain. This is something which we cannot see happen everyday. HOD
Note of Professors to Lecturers
It is raining in the Canteen tomorrow morning, which is something we cannot see happen everyday, our Principal, in his best clothes will disappear at 9.00hrs
Professor
Note of Lecturers to students
Tomorrow morning at 9.00 am, our Principal will disappear. It is a pity that we cannot see this happen everyday!
Tests of communication
1. 2. Has it achieved common task Has it generated new products or improvements 3. Has it created satisfied customers 4. Has it grown high performance teams 5. Does each individual feel fully involved and committed
COMMUNICATION involves the skills of
Writing, Reading,
Speaking, Listening and Reasoning
God has given two ears but only one tongue which is a hunch that we should listen more than we talk. Listening requires two ears one for meanings and one for feelings. Give every man thine ear, but few thy voice. Decision makers who do not listen have less information for making sound decisions.
Thank you
