chapter

MODULE --- 1

BUSINESS COMMUNICATION

COMMUNICATION
Communication is derived from latin word communis meaning common. It stands for a natural activity of all human beings to convey opinions ,feelings, information,& ideas to others through words written or spoken ),body language, or signs.

Communication
The sharing of information between two or more individuals or groups to reach a common understanding (but not necessarily agreement).

Definitions of Communication
George Vardman in his book" Effective Communication of ideas defines effective communication as purposive interchange, resulting in workable understanding & agreement b/w the sender & receiver of a message. Robert Anderson Communication is interchange of thoughts,opinions,or information,by speech,writing,or signs.

 Allen Louis --- Communication is the sum of all things one person does when he wants to create understanding in the mind of another; it involves a systematic & continous process of telling, listening,& understanding. Keith Davis defines communication as The transfer of information & understanding from one person to another person.It is a way of reaching others with facts,ideas,thoughts,& values.

Features of Communication Process Communication is unavoidable. Continuous Process Two way Traffic The Role of perception Universal Social process

Reasons for communication

To teach or learn something To obtain/accomplish something To express feelings To solve problems To stimulate interest To socialise To entertain To provide support To question or to answer To Organise To Justify To discipline To pass on information To clarify

What is communication ?
The Transmission of messages Which requires at least 2 participants Factors of communication: The Message - The content of the communication The Medium - The method of passing on information The code - The system of signs or sounds used The Channel - Sound waves or light waves Interference - Noise which can affect transmission of information Feedback - information on how information was received Context - Framework in which communication takes place

Reasons for communication

In groups list the reasons why we communicate and identify the aims of good communication List the different forms communication takes.

Reasons for communication

To teach or learn something To obtain/accomplish something To express feelings To solve problems To stimulate interest To socialise To entertain To provide support To question or to answer To Organise To Justify To discipline To pass on information To clarify

Process of Communication
 Sender: The individual, group, or organization that needs or wants to share information with some other individual, group, or organization.  Receiver: The individual, group, or organization for which the information is intended.  Message: The information that a sender needs or wants to share with other people.
 Needs to be both clear and complete

Communication - Key Terms

 Encoding: Translating a message into symbols or language that a receiver can understand.  Medium: The pathway through which an encoded message is transmitted to a receiver.  Decoding: Interpreting or trying to make sense of a senders message.  Noise: Anything that interferes with the communication process.

Functions and importance of communication

General functions & Importance of Communication. Functions & Importance of Communication to individual. Functions & Importance of Communication to Business.

General functions of communication

1) 2) 3) 4) Conducive environment. Technological progress. Economic development Global village

Importance to individual
1) 2) 3) 4) Expression of oneself. Satisfaction of Human Needs Building Human relations. Career advancement.

Importance of Communication in business

1) Efficient working of the business. 2) Communication failures:Costly 3) Basis of managerial Functions (a) Anticiaption (b) Innovations. (c)Planning

(d) Organising (e) Leading ,Directing & Motivating (f) Controlling 4) Building Human relations 5) Total Quality amnagement 6)Zero defect marketing & quality services. 7)Job satisfaction & enrichment

8) Maintaining relations with external parties 9) Strategic Management.

Summary of the above Points.

Communication is basic to an Organisation existence from birth of the organization on through its continuing life Herbert.G.Hicks .

 When Communication stops organised activity ceases to exit.

CLASSIFYING COMMUNICATION
 Communication is classified according to the no of persons (recievers) to whom the message is being sent.  Intrapersonal Communication  Interpersonal Communication  Group Communication  Mass Communication  Verbal Communication

 1) 

Non-Verbal communication Meta Communication Intrapersonal Communication It is talking to oneself in ones own mind Ex:Soliloquies. Interpersonal communication It is the exchange of messages b/w two persons. Ex: A conversation, a dialogue, interview process in which two persons interact others may also be present as audience).

2) 

3) Group communication  It can be among small or large groups in which all individuals retain their individual identity. Ex: An organisation,Club or a classroom

4) Mass Communication  It occurs when the message is se nt to large groups of people. Ex: Newspaper,radio,television In this process each person becomes a faceless individual with almost no opportunity for personal response or feedback.

 Communication can be classified on the basis of medium employed 5) Verbal Communication  It means communicating with words, written or spoken.Verbal communication consists of speaking,listening,writing,reading, & thinking. 6)Non-verbal Communication  It involves exchanging information b/w persons through sign language,action language,or object language. Ex: Pictures,signs,gestures,facial expressions

 Non verbal communication flows through all acts of speaking or writing.           It is a wordless message conveyed through Gestures(sign). Movements(action language) Object language(pictures/clothes) Nonverbal communication can be identified by Personal space(proxemics,body language,& kinesics) Touch(Haptics) Eyes(Oculesics) Sense of Smell(Olfactics) Time(Chronemics)

7) Meta Communication  Here speakers choice of words unintentionally communicates something more than what the actual words state.

Characteristics of Successful communication Communication is successful when The message is properly understood. The purpose of the sender is fulfilled. The sender & reciever of the message remain linked through feedback

Characteristics of Successful communication

1) 2) 3) 4) 5) 6) 7) According to Francis.J.Bergin,communication should be: Candidness Clarity Completeness Conciseness Concreteness Correctness Courtesy

1) Candidness The message to be communicated should be candid(straight forward,frank) It should not be: Indirect Multivocal or untrue 2) Clarity/Clear  Clarity in expression is brought through use of precise & concrete words.  As far as possible ,use simple & short words than prompous & heavy words

 Prompous       Terminate Fascination Utilise Procure Deem Interrogate

 Simple       End Attraction Use Get Think Question

Use words which are familiar to the audience & are appropriate for the situation
 Familiar     Home After Deeply For Example  Pretentious     Domicile Subsequent Profoundly eg

Construction of effective sentences and paragraphs is at the core of clarity

 Prefer use of sort sentences than long ones.  Insert no more than one main idea into a sentence.  Arrange words 7 clauses in such a way that the a main idea occurs easily in a sentence & less important in subordinate clause.  Headings,tabulations,graphs,line charts,pie charts,coloured capital or italic letters should be used in a creative way to improve the visual impact of the message.

3 . Completeness
 Incomplete message breeds misunderstandings & misinterpretations.  Wastage of time and resources.  Irritates the receiver.  Completeness contributes to the clarity of the message

4.Conciseness
WORDY At this point of time As regards the fact that Because of the fact that In due course of time Not very far from here CONCISE Now or at present Considering As or because Soon Nearby, or close by

Use single word substitutes instead of phrases without changing the meaning of the message
Long phrases At the present time Due to the fact that Despite the fact that Will you kindly Keeping in view Single words Now Because Although Please considering

Use single & simple word instead of 2 words ,conveying the same idea Two Words
 9.a.m in the morning  In my personal opinion  period of one month

Simple
 9.a.m  In my opinion  One month

Eliminate Unnecessary prepositional Phrases Wordy  Wish to suggest.  Order for goods. Concise  Suggest.  Order goods.

 Include only relevant material related to the main purpose of the message. Avoid lengthy introductions & unnecessary explanations. Also omit the information already known to the receiver

5. Concreteness Concreteness means being specific. Definite in describing events & things It also means using specific facts and figures. Avoid using words leading to uncertainty and vague. Use active words than passive words.

6.Correctness
Correct in spelling,Grammar,Format,Content & statistical data provided. Verify the tools ,data,totals,etc for correctness. Check the grammar & construction of sentences Use right level of language-formal/informal.

7.Courteous
Courtesy in the message as well as manners plays a dominating role in this regard. Be in right frame of work. Use polite and respectful tone. Always thank for generosity and favour. Use words like please for requesting something. Ensure that the other persons self respect is not hurt.

Communication in Crisis
Personal department of a management will plan for 7 respond to crisis. The crisis may arise due to 1.Environmental accidents. 2.Strikes. 3.massive product failure.

4. Major Litigation. 5.Abrupt changes in management. If the crisis situation is not handled properly it may lead to 1.Destroying companys reputation. 2.Drain its functional strength. 3.Erode morale. 4.Heavy fines & negative publicity

Measures to overcome crisis

1.Selecting a communication team & a knowledgeble spokesperson to handle the requests for in information during crisis. 2.The individual selected should be able to speak honestly & remain calm when a crisis hits.

3.Experts recommend that managers especially top management be visible in the hrs immediately following the initial crisis,to demonstrate that the company will do whatever it takes like. 1.To control the situation. 2.To find the cause. 3.To prevent a future occurrence.

 4.Experts recommend that managers to minimize the impact of any criss,on employees by communicating  Honestly. Openly  using caution when sharing personal opinions.