Professional Documents
Culture Documents
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
Not a Natural Human activity we learn to communicate. Two way Process Continuous Pocess
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
External Objective
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
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.
written
Verbal
Visual
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
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
Physical Barriers
NOISE , poor filtering, unclear expressions, Dim light, Any other distractions
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
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
Type of Audience
Expectations of Audience
Amount of Information
Level of interaction
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
TIPS FOR GOOD PS Selection of Topic Preparation of Speech Guidelines for Introduction Organize the Body matter Conclusion Remarks of the speech
Types of PS
Impromptu Extemporaneous
Memorized
Manuscript
Sincerity Emotional Control Fluency Friendliness Reasoning Sympathy Open mindedness Humility Responsiveness Awareness
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
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.