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Business Communication

How do we exchange our ideas, thoughts with others?

How do we get information from others?


Why do we need to exchange information with others?

Communication
It is the process of exchange of ideas, thoughts, facts, feelings, expressions from one person ( Sender) to the other person (Receiver)
The specific communication undertaken by business firm is known as Business communication. Business Communication is the process of transfer of information and understanding between different parts and people of a business organization. It consists of various modes and media involved in communication interchanges R. Ludlow

Nature of Business Communication

Not a Natural Human activity we learn to communicate. Two way Process Continuous Pocess

Short lived process


Leads achievement of Organizational Objectives Need Proper understanding clear and concise worded Avoids misunderstandings

Scope of Communication

Information Sharing Feedback Control Influence Problem Solving Decision making Facilitating Change Group Building Gatekeeping

Importance of Communication
Internal Objectives
Primary Secondary Objective

1. establish & inform about goals


2. optimally utilize resources

1. Discourage Spread of Rumours & Grapevine


2. Develop attitute necessary for motivation, cooperation,& job satisfaction 3. To elicit suggestions from subordinates for improvement in work conditions 4. To improve relation between people of an organization.

3. To lead and to motivate


4. To monitor performance 5. To control the quality 6. To organize

External Objective

To advertise Products for the knowledge of all


To inform the customer about changes in products & services Build an Image of the organization Inform society about the social tasks done.

Overall Importance and Objectives of Business Communication


1. Convey the Right Message 2. Co-ordination of efforts 3. Good Industrial relations 4. 4. Development of management skills 5. Effectiveness of policies 6. Prerequisites for promotion of Excecutives- John Fielden lists the ability to communicate as the most essential pre requisites for the promotion of executives. He ranks this ability higher than other essential attributes such as the capacity for hard work, sound decision making, academic qualifications and ambition drive. This view was endorsed( formally approved) by many American universities and scholors

Communication forms the basis of learning process

Process of Communication

Source Sender of the message Encoding of the message Channel of communication is decided The message is decoded as per the receiver requirements Receiver receives message and based on the learning from the communication - forms an experience/opinion and responds in the interpreted manner. Receiver provided the feedback on the message to the sender

TYPES OF COMMUNICATION

Verbal

Modes of Communication

Modes of Communication classified basis the types of Communication

Telephone Oral Communication Newspaper - Written Communication Letters & emails Written Communication Meetings - Non verbal communication Class room teaching Written and Oral and non verbal communication. Mobile Oral and written Communication Fax machines Written Communication.

Choice of the Medium for Communication

written

Verbal

Visual

Non Verbal Communication


Communication without words. Communication through pictures, figures, body language, face expressions, clapping, shaking heads. Functions Of Non Verbal Communication 1. To provide information consciously or unconsciously 2. To regulate flow of conversation 3. To express Emotion 4. To control or influence others. 5. To facilitate and simplify specific tasks. 6. To Qualify , compliment, contradict or expand verbal messages

Advantages of Non Verbal Communication Reliability Efficient Credibility Accurate Understanding of Attitudes Disdvantages of Non Verbal Communication Lack of secrecy Useful only for a small piece of information Gestures can be misunderstood Face to face contact required Lack of written proof More difficulty to study It fails to discuss past events and ideas

Verbal Communication - Use of symbols and words which have a Universal meaning ORAL COMMUNICATION pertaining to mouth

Advantages of Oral Communication 1. Quick exchange of idea 2. Quick Feedback 3. Flexibility 4. Economic Source 5. Personal Touch 6. Effective source 7. Removal of Misunderstandings 8. Motivation possible 9. Increase in efficiency

Disadvantages of Oral Communication Unfit for lengthy messages Unfit for policy matters Lack of Written proof Expensive Method if distance is long Lack of clarity Misuse of Time Presence of Both the parties necessary

Utility of Oral communication-: Secrecy to be maintained When it is not possible to send written communication When same message to be given to large no. of people When the receiver is illiterate

Forms to Oral Communication Face to face Lectures Meetings and conferences Interviews Telephonic talk Grapevine Social and cultural affairs Seminars Radio and TV

Written Communication - Communication in written Form Advantages Suitable for length messages Written Proof Clear message Less Expensive method for long distance Time saving Presence of Both Parties not necessary True and effective Useful Different/distant places

Disadvantages of Written Communication


1. 2. 3. 4. Unfit for Uneducated persons Lack of secrecy Wastage of time No quick Response/ Feedback

Utility of Written Communication 1. Where message is permanent in nature 2. Receiver at distant place 3. For long messages 4. Message contains Figures and diagrams 5. When message cant to understood orally

Must Know
Pre Requisites of Effective communication

7 C s of Effective communication

Miscommunication - is a ruined form of communication What is to be communicated does not get communicated and an obstructed form of the message is transmitted BarriersArise because-: Barriers Arise because-:
Problems in Developing message - lack of subject matter, lack of familiarity with the receiver, emotional conflicts. Difficulty in expressing ideas. lack of experience in writing or speaking, limited vocabulary, grammatical errors, Punctuation, style Problems in transmitting the message Phone defective, illegible copy, dim voice. Problem in receiving message Problem in interpreting message Difference between sendor and receiver

Why do Barriers or Miscommunication Arise Problem in Developing the message - Indecision of the subject matter, no Familiarity with the receiver, Difficulty in expressing emtions. Difficulty in expressing Idea - Writing/speaking issues, Vocabulary, grammar, Punctation. Problems in transmitting the message Mode by not be workings, illegible copy, defective telephone, voice cracking, Conflict of information in case of 2 more messsages send simultaneously,

Problems in Receiving the message distraction like sound, light, receivers health, visual or hairing impairment, lack of attention
Problems of interpreting the message difference in back ground, Vocabulary, emotional state, creates misunderstanding Difference between the sender and receiver. - unkown, unseen, difference in Functions, status, age etc.

Types of Barriers
Semantic / Language barriers
Wrongly expreseed message Faulty Translation Unclarfied assumptions Use of technical language Organizational BarriersOrganizational policies Organizational rules Status relationships Complexity in organizational structure Less organizational facilities

Personal Barriers
Barriers related to superiors Attitude of the superiors Fear of position Insistence on proper channel Shortage of time Lack of attention Barriers Related to Subordinates Unwillingess to communicate Lack of proper incentive

Emotional or Perceptional Barriers


Premature evaluation Emotional attitude Poor retention of information

Physical Barriers
NOISE , poor filtering, unclear expressions, Dim light, Any other distractions

Removal of Barriers to Communication


Think about purpose and audience Tell the audience what you expect Use of easy language Stick to the point Apply New information to existing ideas Punch Points to be emphasized Minimize Noise Make written documents Physically appealing Eliminate Environmental Competition Facilitate Feedback

Fostering good Relations Purposeful and well focussed communication Co-ordination between superior & subordinates Avoid technical language Accurancy Feedback Clarity in message Communication of organizational philosophy Flat organizational structure Division of labour Minimise semantic problem Organization policies Proper communication channel Right feedback

Gateways to Effective Communication Clarity of Organizational policy Clarity about communication needs Use of proper Channel Co-operative Top Management Adequate Facilities Mutual Trust Continuous Evaluation Clarity & consistency of message Timely message Good Relations Effective Listening Make use of Body Language Use Appropriate Language Flexibility

Quick Revision - Barriers in Communication

Physical barriers

- Distractions like background noise, poor lighting or an uncongenial environment interfere with effective communication. Availability of Resources is also an important factor. System design faults refer to problems with the structures or systems in place . Attitudinal barriers - Resistance to change due to entrenched attitudes and ideas., egos etc.

Psychological factors such as people's state of mind. Different languages and cultures represent a national barrier Individual linguistic ability -The use of difficult or inappropriate words in communication Physiological barriers may result from individuals' personal discomfort, caused, for example, by ill health, poor eye sight or hearing difficulties. Presentation of information is also important to aid understanding.

Presentation Skills
Its not a lecture One way Communication ( initially) Persuade the listeners to buy the ideas or agree on the topic Has a well defined format Interrupted session Has a clear structure introduction, discussion, & END Fact and Figures to be visually present in tables, graphs, charts To be made attractive Presenter should show an understanding of audience needs level of understanding while discussing ideas Humour to be employed to create a good relation with the audience Questions to be taken seriously and are essence of presentation.

Elements In Presentation

Presenter Analysis

Audience Analysis

Presentation Design

Identify the purpose Analyse audience Identify need Collate Information Design your communication Time your presentation Decide on Aids Study the location

Idea about no. nature , needs , level of knowledge, attitude of audience Determine the language of delivery and selection of inputs Understand audience needs Never consider your audience hostile Look for some smiling faces and make eye contact Remember the Purpose of address

Time - apply 10/80/10 rule Intro - 3 min Main Body 15 min Conclusion - 2 min Q&A 10 Min Dont miss on Key Points

Particulars

Business Presentations

Public Speaking

Aim of Speaking

To give the audience what they know, they need


Existing knowledge, area of academic or professional interest Complete Details about the Topic More

To give the audience what they believe they want


Mostly heterogeneous

Type of Audience

Expectations of Audience

Do not Expect a lot of Details Less

Amount of Information

Level of interaction

More , Audience wish to understand the topic thoroughly

Less, a general understanding is desired by the audience

Steps to successful Presentation


Consider Occasion Make audience analysis Know the location Decide mode and manner Prepare script Prepare Aids Reherease Consider personal aspects Overcome nervousness Make the Presentation

Planning for Successful Presentation


Why - Objective Who Attributes of audience Where Context / time What - subject matter How - Strategies adopted

PUBLIC SPEAKING
A talk given to large no. of people whose content is light usually used to encourage, appreciate, congratulate, entertain and followed by applaud from audience.

Characteristics of Good Public Speaking Clarity In a informal / light mode Speech to be Vivid & concrete Brief - short & concise Interesting add a tilt humour Audience Oriented

Ground Work to be done for PS


Check out the environment of Delivery Prepare text and required visuals Take care of speaker phy. Appearance & personality Practicing delivery

TIPS FOR GOOD PS Selection of Topic Preparation of Speech Guidelines for Introduction Organize the Body matter Conclusion Remarks of the speech

TIPS FOR GOOD PS


Selection of Topic Preparation of Speech Guidelines for Introduction Organize the Body matter Conclusion Remarks of the speech

Importance OF PS Individuals Organizations Society Information transfer Persuasion Entertainment

Types of PS
Impromptu Extemporaneous

Memorized
Manuscript

Checklist for effective PS-:


Self confidence Knowledge of Topic Understanding audience Proper articulation Pleasing Voice quality Sincerity Emotional control Fluency

Sincerity Emotional Control Fluency Friendliness Reasoning Sympathy Open mindedness Humility Responsiveness Awareness

Humour Forcefullness Spontaneity Tactfulness Intelligence

Business Letters
Letter, layout/format/Appearance
Planning Business Letter 1. To identify the Purpose 2. To analyse your audience 3. Define the main Idea 4. To collect data to support your ideas 5. To organise the message
- Direct (Deductive approach) Idea and then evidence - Indirect approach(inductive approach) - evidence and then Idea

Appearance of Business letter 1.Stationery size,quality,colour 2.Stationery size 7.5*10*6or 9 inches 3.Stationery Quality 4.Stationery colour 5.Mutiple page letters 6.Typing 7.Folding 8.Envelopes(9.5 inches) 9.Addressing the envelope

STEPS IN BUSINESS WRITING

Prewriting

Drafting

Revising

Formatting

Proof Reading

Format of letters
Full Block letters
All lines , para s, start with Left margin Mixed Punctuation, No punctuation Difficult to file
MODIFIED BLOCK FORMAT Starts at horizonal centre Simplified Format Starts fro left, no salutation, Subject in Block letters,no complimentary closing. NOMA - National Office Management Association.

Parts of Business letters


1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Letter Head Date Reference Attentention Line Inside Address Salutation Subject line Body letter Complimentary close Signature line Reference Initials Enclosures Copy Distribution Postscript

Effective Business Writings


What are you writing, what audience you are writing to and what result you want to Happen as a result Purpose of Effective writings Primary to have reader act, provide enough info so the reader knows what is to be done, overcome any objections that would prevent or delay action. Secondary Purpose Build good image of the writer and organization, Foster goods relationship between writer and reader. Reduce or eliminate correspondence on the same subject

Basics of Effective Writings


1. Needs and Appeals 2. Emotion and Logic 3. Credibility Enthusiasm, Objectivity, Sincerity,expertise, good intentions, Trustworthiness, Similiarity 4. Choice of Proper words 5. Planning Persuasive letters Direct Planning - audience will follow as it is, need response from willing people ready to act, audience is busy may not read all,Culture prefers direct requests. Main Idea, Explanation, Courteous Closure. Indirect Planning Audience likely to object, need action from everyone, trust the audience to read entire msg, expect logic to be more imp. Than emotions.

6. AIDA Attention personalized , U Oriented, not very Big thing,


relevant Open with agreeable comments Assertive, Sincere compliments, audience friendly statement.

Interest Describe its Physical Qualities, Relates its value or


benefits to the reader. Desire provides relevant evidence to prove your claim, Draws attention to any enclosures Action urge specific action

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