Principles of Business Communication

Corporate Communication
In the changing business environment of multinational competition and globalization, communication becomes an important component of an organization. Like the functional areas of production, marketing, and finance, communication too is shaping into a distinct area, in the form of corporate communication

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Communication in Businesses may be used for the following purposes:

Give & receive information Provide advice Provide counselling Issue orders & instructions Impart education & training Receive suggestions Persuade people Issue warnings & notice Improve morale & motivation Improve discipline

Internal & External Operational

A manager spends his whole day either speaking or writing to : Internal people: colleagues, seniors, juniors External people: clients, customers, suppliers, subcontractors, government officials, industry association members, banks, lawyer,

Formal & Informal Communication

Formal communication is normally controlled by managers or people occupying similar positions in an organization, and follows the chain of command. E.g. reports, records, orders, instructions, sales presentations, advertising, publicity materials Informal communication is on a much larger scale than formal communication. Controlled by the people themselves. Known as the Grapevine

Grapevine
Single strand A to B to C Gossip chain person seeks out people to tell Probability chain pass info to anyone info is interesting, but not significant Cluster chain the dominant pattern in organizations. A tells a few, they in turn tell a few.

Comparison between Formal & Informal Communication

Basis of Distinction Origin Flow Authority Purpose Speed Accuracy Form Formal Informal Spontaneous unstructured Not Prescribed Unofficial Satisfy personal needs Fast Often is rumours, gossip Oral, email, sms Deliberately structured Prescribed Official channel Achieve org. goals Slow Accurate & authentic Both oral & written

Directions of Communication
Downward Upward Horizontal / Lateral Diagonal / Crosswise

Downward Communication
Managers coordinate and control activities and resources to achieve particular objectives Downward communication is an essential component of the exercise of authority to achieve this. Some problems: filtering by intermediate personnel, delays, distortion/dilution of the message, too much or too little information

Upward Communication
As we have discussed two way communication is essential to ensure that the message is accurately understood. Consultation with subordinates often results in better quality decision making. Encouraging feedback, expression of dissatisfaction or grievances increases staff morale as problems are resolved more quickly and effectively and enables change to be implemented effectively.

Lateral/Horizontal Communication
Essential for coordination of activities, responses to problems. Managers who restrict their subordinates from engaging in horizontal communication create escalation of problems that would normally be resolved between two colleagues in different departments. Subordinates must keep their superiors informed of decisions made with other departments

Diagonal / Crosswise Communication

Supports coordination, broadens the expose of subordinates

Intrapersonal/Interpersonal/Group Communication
Intrapersonal Communication The interpretations and impressions a person forms internally, always influence the interpersonal communication. Factors such as the individual s perception, intelligence, attitudes, self concept, alertness, awareness, listening skills, influence the quality of the person s interpersonal communication

Perception (PDF)
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Perception (PDF)
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Perceptions & Expectations

When we perceive the world, we try to simplify it and create associations for example if someone is friendly we might also expect him to be trustworthy. When our expectations are violated, we can have 2 kinds of responses: Defending unwilling to change our beliefs can take the form of denial, avoidance, repression, projection Adapting accommodate new information in a logical and objective way. A supportive climate encourages creating understandings, bridging communication gaps

Intelligence
1.capacity for learning, reasoning, understanding, and similar forms of mental activity; aptitude in grasping truths, relationships, facts, meanings etc 2.manifestation of a high mental capacity 3.the faculty of understanding. www.dictionary.reference.com

Interpersonal Communication
For a manager it is essential to master interpersonal skill the ability to relate skillfully with others and be aware of one s own and other s feelings. Theories of interpersonal relationships and communication: Schutz s Theory of Interpersonal Needs (FIRO B) Leary s Interpersonal Reflex Model Transactional Analysis studied under Spoken Communication in August

Interpersonal Communication: Schutz FIRO B

Fundamental Interpersonal Relations Orientation (FIRO) is a theory of interpersonal relations, introduced by William Schutz in 1958. This theory mainly explains the interpersonal underworld of a small group. The theory is based on the belief that when people get together in a group, there are three main interpersonal needs they are looking to obtain - affection/openness, control and inclusion

Schultz FIRO B
* in 1992 Schultz replaced affection with openness

Inclusion Expressed inclusion Wanted inclusion Control Expressed control Wanted control Affection/Openness* Expressed openness Wanted openness I act towards others in an open way I want others to be open towards me I influence and decide for others I want others to influence and control me I join others & ask others to join with me I want others to ask me to join them

Interpersonal Communication Leary s Interpersonal Reflex Model

Interpersonal reflex is a term created by Timothy Leary and explained in the book, Interpersonal Diagnosis of Personality: A functional theory and methodology for personality evaluation (1957). While examining recorded protocols of communications in adults, Leary discovered that typical patterns of interaction existed. Individual units of these behaviors were called interpersonal mechanisms or interpersonal reflexes

Leary s Interpersonal Reflex Model

Dominance

Hostility

Affection

Submission

Leary s Interpersonal Reflex Model

These reflexes are automatic and involuntary responses to interpersonal situations. They are independent of the content of the communication. They are the individual's spontaneous methods of reacting to others. Examining interpersonal reflexes helps to explain communication and behavioral patterns in healthy and unhealthy relationships. For example, tender, supportive relations tend to train others to agree, conciliate, and depend. Rigid autocratic individuals seek out docile admiring followers. Competitive, self-enhancing behavior pulls envy, distrust, inferiority feelings, and at times respectful admiration from others.

Leary s Interpersonal Reflex Model

The implication of the Interpersonal Reflex is that human behaviour is neither consciously thought nor deliberately executed, but happens reflexively. A person who is aware of his behaviour reflected on the 2 dimensional model can consciously choose a broad range of responses

Interpersonal Communication
Transactional Analysis will be discussed in the section of the syllabus on Spoken Communication. It is a very powerful model for understanding interpersonal communication, but as it includes tone of voice, we will study it with Spoken Communication

Communication in Groups
Sociograms were developed by Jacob L. Moreno to analyze choices or preferences within a group. They can diagram the structure and patterns of group interactions. A sociogram can be drawn on the basis of many different criteria: Social relations, channels of influence, lines of communication etc. Those points on a sociogram who have many choices are called Stars. Those with few or no choices are called isolates. Individuals who choose each other are known to have made a Mutual Choice. One-Way Choice refers to individuals who choose someone but the choice is not reciprocated. Cliques are groups of three or more people within a larger group who all choose each other (Mutual Choice).

Sociogram: Identify Stars, Isolates, Mutual Choice, One-way Choice, Cliques

Communication in Groups
See word document Sociograms on Study Materials Archive for extracts of an article on a study on the change over time of interpersonal relations in a class of students

Verbal & Nonverbal Communication

Verbal communication will be covered later in the syllabus under Spoken Communication and Written Communication. Nonverbal communication Interpersonal nonverbal communication will be discussed in the next section of the syllabus Sign language visual and audio signs posters, bells, (morning prayer music) are all elements of communication in an organization