Professional Documents
Culture Documents
Program Objective
Understand the Process of Communication in Organization
Know the Nature, Function and Scope of Communication in Organization Overcome the barriers to Effective Communication Be effective in Written and Oral Communication
Course Content
Process of Communication
Communication in Organization- Nature, Function and Scope Management of Written and Oral Communication Barriers to Effective Communication Report Writing Communication Technology and its impact on Office Procedures and Automation
What is Communication?
Communication is the giving and receiving of feedback between individuals and/or groups for the purpose of exchanging information.
Communication is....
Transactional Complex
Unavoidable
Continuous Learned
Sender- Factors that determine how effective the message of the sender is are:
the attitude
communicators symbols
Job Success
15%
85%
People Skills (who you are) Technical Skills (what you know)
Business Communication
Business communication is the giving and receiving of feedback between individuals and/or groups for the purpose of exchanging information and altering or enhancing performance.
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Downward Communication
(influence)
Implementation of goals, strategies
Indoctrination
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Internal Communication
Day to day exchange of information among employees Performance objectives job instructions financial data
customer orders
inventory data production problems and solutions
employee production reports illustrate the range of internal communication exchanged in the course of doing business.
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External Communication
External communication builds goodwill, brings in orders and ensures continued existence and growth. Day-to- day external communications include sales calls product advertisements news releases employment notices bank transactions and periodic reports to governmental agencies.
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External Communication
External communication that has a long range impact includes:
new product announcements plant expansion plans contribution to community activities and annual reports
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Grapevine
The grapevine is an informal , person-to-person communication network of employees that is officially not sanctioned by the organization.
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Barriers to Communication
Individual Barriers Interpersonal Dynamics Channels and media Semantics How to overcome Active Listening Selection of appropriate channel
Perception
Knowledgeofothers perspective
Openness and Consideration
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Barriers to Communication
Organizational Barrier Status and power differences How to overcome Climate of trust Development and use of formal channels
Communication network unsuited to Changing organization or group structure to fit communication needs task
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Language Barrier
Choosing words that are too difficult, too technical can be a communication barrier.
Incorrect grammar and poor sentence structure can hinder the receiversunderstandingofaspokenorwrittenmessage. Punctuation and spelling errors may create barriers to understanding a written message. The errors suggest that the person who sent the message either does not know the basics of the language or is too careless to correct the mistakes. The sender fails to create a positive impression and could also lose credibility.
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Correct
Complete Courteous
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09/22/11
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09/22/11
Written Communication
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Delivering Relationships
Write so that your readers enjoy it
Writetheentireletterfromthereaderspointofview Be nice Be positive Be natural Be specific Lean heavier on nouns and verbs
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Reader Sensitivity
Be reader friendly
Emphasize what readers can do instead of what they cannot do. Statefacts,dontassignblame
Instead of writing, You did not include a check in your recent payment mailing, Write: We did not find a check in your recent payment mailing.
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Readability
Concise Verbs vs. Nominalized Verbs
Nominalizations are created from verbs by the following word endings: -ion, -ment, -ance, and -ence. Please let us know when we can be of assistance to you. Revision: Please let us know when we can assist you.
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give assistance to
make an application
make an appearance
give approval to make an announcement hold the belief that be in a position to reach a conclusion about give consideration to have a discussion of
give assistance to
make an application
assist
apply
make an appearance
give approval to make an announcement hold the belief that be in a position to reach a conclusion about give consideration to have a discussion of
appear
approve announce believe can conclude consider discuss
Report Writing
A report is a document that provides detailed information about a subject It has a formal style, introduction, body and conclusion. It presents information, not argument. It is meant to be scanned quickly by the reader. Uses numbered headings and subheadings. Uses short paragraphs and dot points as applicable Uses graphics (tables, graphs, illustrations) May need an executive summary.
Report Structure
Title Page
Table of Contents
Glossary (list of abbreviations) Executive Summary Introduction, Body, Conclusion Recommendations Acknowledgements
General Guidelines
Title Page:
The report title which clearly states the purpose of the report. Full details of the person (s) for who the report was prepared. Full details of the person (s) who prepared the report. The date of the presentation of the report
Table of Contents
List of headings and appendices
General Guidelines
Abbreviations and Glossary
If required, you should provide an alphabetical list of abbreviations you have used in the report. If you have used a lot of technical terms, you should also provide a glossary (list of terms with brief explanations of their meanings)
Acknowledgements
This is a short paragraph: thanking any person or organization which may have helped you in collecting the data or preparing the report.
General Guidelines
Executive Summary
It is a summary of the report in which you include one sentence or so for every section of your report. So you can include: Context of research, purpose of report Major findings Main recommendations
Introduction
State the purpose of the report Clarify key terms and indicate the scope of the report
General Guidelines
Body
The content of the body depends on the purpose of the report. Method(summarizes what you did and why).Use past tense. Findings or results. Use past tense.
Conclusion
Sum up the main points of the report. The conclusion should clearly relate to the objectives of your report.
Report Writing
Case: Manager asks you for a short report on most common types of customer complaints for the past one year and the causes:
Therefore, the audience for your report should greatly influence what you write or dont write.
Report Writing
Reports can be informative or persuasive or a combination of both. Persuasive reports fall into two broad categories: a)problem/solution b) feasibility studies. Informative reports include employee evaluations, progress reports and minutes of meetings.
Common Faults
Too many words For e.g. This note is to let you know that we are sponsoring a company picnic next month in Lincoln Grove. If you need directions, please dont hesitate to contact us. Revised: This note is to let you know that We are sponsoring a company picnic next month in Lincoln Grove. If you need directions, please dont hesitate to contact us.
Clichs
E.g. Please be advised that at the present time we have no available job openings. Thank you for your consideration. Revised: Currently we have no job openings. Thank you.
Other clichs: Last but not the least Each and every one
Exercise: As per our telephone conversation, enclosed please find two copies of our agreement. Please read this information at your earliest possible convenience- but before our meeting on Tuesday. After you have an opportunity to review this agreement, please call me. Thank you for your consideration.
IPerspective
Reports will be more effective if you use you more than I. E.g. Our copier makes the best copies on the market today. OR Your copies will be the best youve seen, when you use our copier.
Avoid Jargon
E.g. Before: The company expanded its medical coverage to include HMOs and PPOs. Revised: The company expanded its medical coverage to include Health Maintenance Organization and Preferred Provider Organization.
Communication Technology
Technological Innovation
Technological innovation is essential for human development. From the printing press to the computer, people have devised tools for facilitating learning and communication. Technology is not inherently good or bad, the outcome depends on how it is used.
Telecommunication is a basic infrastructure necessary for economic and social development of a country.
The Change
One-to-many
Controlled
Sender-driven
Many-to-many
Uncontrolled
Receiver-driven
Access
Collaboration
Access
Collaboration
The Strategy
Immediacy
Integration
The Vision
Access
Collaboration
Collaboration
Leadership communication Plans, priorities & performance Searchable knowledge directories E-learning and knowledge sharing Issues and change management
The Vision
Integration
Common content management Common taxonomy Audience segmentation Personalization Opt in capabilities
Immediacy
Customer & employee satisfaction Facility maps and service directories Services locators Referrals and registrations Services and courses