Communicating at Work Session 1

Business Communication for Professional Development (BCPD)

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Ice-Breaker
SWOT with ACRONYM

Lets decode what we already know about communication

Devox Case Study Question for Discussion : What is the pay off for effective communication ?

Learning Objective
You will be able to gain Fundamental understanding of the Communication Concepts at work

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Factors contributing towards the growing importance of effective communication at the workplace
Increased use of technology at the workplace Diversity at the workplace

Geographical dispersal and decentralization of most global organizations

Time constraints Legal liability of any organization
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Goals of Communication
To inform To persuade
To mobilize

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Directions of Communication
Vertical communication
Top-down: Used to give orders or instructions and to provide and ask for information Bottom-up: Used to describe the results of actions, to provide information that has been requested, and to make requests or appeals

Horizontal communication Used to keep equals informed of various actions, to see the counsel or opinion of peers, to discuss problems, and to chat informally.

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Channels of Communication
Spoken: Meetings, presentations, oral instructions, chats, discussions, etc. Written: Bulletin board notices, circulars, letters, memoranda, reports, proposals, notes, etc.
Electronic: E-mail, instant messaging, video conferencing, phone messages, voice mails, blogs, etc.
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Methods of Communication
Meetings Presentations Written messages Public notices on bulletin boards Memoranda Reports Staff bulletins or magazines Electronic messages Telephone conversations Communication through computers Communication through local area networks Video conferences Fax E-mail
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Communication Networks

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Communication Networks (Continued)

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Communication Networks (Continued)

The Chain-Centralized Network

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New Communication Media

Blogs Instant messaging Podcasts Smartphones Short message service (SMS) Twitter Webcasts Wiki
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Ways of Communicating Non-verbally across cultures

Eye contact Facial expressions Posture and body orientation Proximity Appearance Vocal elements
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Miscommunication and Communication Failures

Miscommunication can occur due to lapses on the part of the sender, the receiver, or the channel used for communicating: The sender: Sometimes a message might not be clear or accurate or simple enough to understand. The receiver: Sometimes, receivers might be unwilling to take in the message because they are too busy or biased.

The channel: The choice of channel may also be the cause of miscommunication

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The Grapevine .
Informal Communication Network that operates within an organization Rumor ,Innuendo ,Speculation Develops as people interact within the formal communication system and certain behavior patterns emerge About 80% of the information passed along the grapevine is business related, and 75% to 95% of it is accurate.

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Barriers to Communication
The Noise Barrier This is any sort of interference that takes place between the sender and the receiver.

The Feedback Problem Feedback can manifest itself in the following ways: Evaluative Interpretative Supporting Probing Understanding
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Barriers to Communication (Continued)

The Problem of Media Selection If media selection is a personal choice, message transmission depends on the following: Personal inclination Personal experience in media selection and message optimization Personality characteristics Mental Barriers We all see the world differently, and the perceptual process determines what messages we select or screen out. Many times, noise exists in the mind of the sender or the recipient.
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Barriers to Communication (Continued)

The Problems of Language and Articulation Use of improper words Use of jargon Ambiguity Physical Barriers In workplace, physical barriers include marked-out territories into which strangers are not allowed, closed office doors, barrier screens, separate areas for people of different statuses, and so on.

Personal Barriers In workplace, personal barriers include fear, mistrust, and suspicion.

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Barriers to Communication (Continued)

Cultural Barriers When we have to be a part of a group, the unwritten understanding is that we accept the collective code of conduct or behaviour. Inability to do that results in cultural barriers. Interpersonal Barriers There are various levels at which interpersonal barriers occur: Withdrawal Rituals Pastimes Working Games Closeness Technology

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Barriers to Communication (Continued)

Information Overload This occurs when the volume of information received exceeds the persons capacity to process it. Passive Listening Passive listening is little more than hearing and occurs when the receiver of the message has little motivation to listen carefully.

Listening to music, stories, television programmes, or pretending to listen while merely being polite in anothers company may be cited as examples of passive listening.
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Characteristics of a Good Listener

A good listener always: Leans forward to make eye contact with the speaker Takes notes as they listen Clarifies points that they do not understand Does not judge until the speaker has finished talking Focuses on the topic Ignores distractions
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Ways to be a Good Speaker

Organize your material into manageable chunks of information Build a rapport with the audience Build humour into the talk Answer questions adeptly Use linguistic tools Use ample illustrations Follow Role Models .
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Communication Breakdown: Seven Cardinal Mistakes Managers Make

Communicating without adequate preparation Underestimating the intelligence of the audience Using inappropriate channels of communication Believing tat words speak louder than actions Listening only to good news Playing guessing games with employees Rarely talking to employees

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Reference
Business Communication for ManagersPayal Mehra, Chapter 1, Pearson Chaturvedi, P. D. and Chaturvedi, Mukesh, 2011 reprint: Business Communication, Concepts, Cases and Applications; Pearson Education. (Part 1; 1-2)

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