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Business_Communication_unit_1.pptx
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- 2. Communication • It refersto a natural activity of all humans, which is to convey opinions, feelings, information & ideas to others through words (written or spoken), body language or signs. • It is derived from the Latin word communis, which means “common”. • It is an interchange of ideas , information, thoughts & values. • It is a bridge among people so that they can share what they feel and know.
- 3. Classification of Communication Communicationcan be classified on two basis: No. of Persons Intrapersonal Interpersonal Group Mass Medium Employed Verbal Non Verbal Meta
- 4. No. of Persons •Intrapersonal- Is talking to oneself in one’s own mind • Interpersonal- Exchange of message between two people • Group- Can be among small or large groups, such as an org, club, classroom, in which all the individuals retain their individual identities. • Mass- Is when a message is sent to a large groups of people for e.g newspapers, radio or television. Here each receiver is faceless individual with almost no opportunity for response or feedback.
- 5. Medium Employed • VerbalCommunication- Communicating with words written or spoken. Consist of speaking, listening, writing, reading & thinking. • Non Verbal- wordless mgs conveyed. Includes the use of pictures, signs, gestures & facial expressions for exchanging info b/w persons. Done through sign language, action language and or object language. • Meta Communication- Is when the speaker’s choice of words unintentionally communicates something more than what the words themselves state.
- 6. Purpose of Communication •In business we communicate to: i. Communication to inform – Is directed by the desire to expose, develop & explain the subject. It focuses on the subject of communication ii. Communication to Persuade- It focuses more on receiver. All communication is deliberate & Intentional act of persuasion. A persuasive communicator wants the reader to understand the message & to be influenced by it.
- 7. Importance of Communication Communicationhas four main goals • To Inform, to provide information for use in decision making, but not necessarily advocating any course of action • To Request, to ask for a specific action to be taken by the receiver • To Persuade, to reinforce or change the audience’s belief about something & possibly act on the belief • To Build Relationship, to create goodwill with the audience.
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- 9. Process… • The processof communication begins with a person’s desire to share or exchange an idea, thought, or feeling with another person or persons. It basically involves a sender, a message, a medium, & a receiver. • The conceptualization of communication was proposed by Harold Lasswell based on the following 5 questions: Who? Says What? To Whom? In Which Channel? With What Effect? It was based on one way(linear) process: without feedback
- 10. Shannon –Weaver Model •Weaver introduced the idea of feedback as a corrective counter to noise. Though it was not considered as the integral component. 1. Information Source (Ideation)- The one who initiates the action of communicating by converting the raw info into msg to be communicated. 2. Encoding (Transmitter)- The Process of putting the idea into symbols. 3. Channel (Transmission)- Selection of suitable medium of communicating depending upon the urgency of the msg, Availability & effectiveness of medium & the relationship between the two communicants. Mediums can be Mail, E-mail, Telephone, Face to face talk. 4. Receiver (Decoding)- Receiver gets the msg through decoding. 5. Feedback- Info abt receiver’s response.
- 11. Communication Structures inOrganisations • In business, the effectiveness of a communication system depends upon the extent to which the necessary info reaches the concerned person at the right time. • Every org creates a n/w for info to pass through different levels of authority & functional heads & units. • There are 4 structures : Vertical Communication Horizontal Communication Formal Communication Informal Communication
- 12. Vertical Communication • Inthis system of communication, the key links are the managers & supervisors. They transmit info both upwards & downwards. They are responsible for following up on ideas & instructions. • In large orgns, circulation of info among emps were managed by Personnel Mgrs. Advantages: Needs can be identified easily Provides guidance on policy matters Facilitates supervision of infrastructural rearrangements
- 13. Vertical…. • Disadvantages- Too manylevels of hierarchy, makes it difficult for the managers to reach the ground level & shop floor employees Communication tends to be slow in reaching & delayed in being absorbed & acted upon The cost of delay caused by the sheer size of org, may sometimes be too high
- 14. Horizontal Communication • Alsoknown as peer communication, is usually needed within the organisation due to: The geographical location of divisions The functional basis of division
- 15. Formal Communication • FormalLines of communication includes- Line Relationships- Refers to the line of authority that sets down the path of communication from supervisors to subordinates & vice versa. Functional Relationships- Are those between departments within the organization Staff Relationships- Includes the communication that supports line management
- 16. Informal Communication • Informalcommunication usually flows through Chat & Grapevine. Chat- Horizontal communication between managers from different depts. or within the same peer group, who enjoys the same level of authority. Grapevine- it is an informal adjunct or extension of the formal system of organizational communication. It occurs when the network of formal communication may not be adequate to meet the needs of exchanging information within an organisation. Information obtained via the grapevine is always attributed to “a reliable source”
- 17. Information to becommunicated at the workplace • The content of information is generally a mixture of facts, opinions, attitudes & interpretation. All business communication can be divided into five types of information: Statutory Information- Info regarding terms & conditions of employment Regular Work Related Information- Routine work situation related info should be regularly communicated through formal briefing or informal chat sessions Major Policy or Operational Changes- changes in organisational policies must be communicated to all by calling special meetings or through notices
- 18. Contd… Information Bulletin- Tokeep people informed about the events & happenings in the organization, periodic info in the form of a newsletter is disseminated to all employees. Communication by Expectancy- Info regarding critical changes should be carefully & gradually communicated to those who are going to be directly affected by the decisions.
- 19. Barriers in Communication •Barriers can be divided into broad Groups: Physical or External Semantic and Language Socio- Psychological Organisational
- 20. Physical or External •Physical Obstacles that prevent a message from reaching the intended audience can be: Noisy Transmission- It includes devices used as the medium, Like The Telephone, The Postal Systems, The Courier Service or Electronic Media which may fail to deliver. Time & Distance- It is always easy to convey a message to a person who is located at short distance. (Time Zones) Information Overload- When there is too much information, some of it is blocked in transit.
- 21. Semantic & LanguageBarrier • Semantic means pertaining to or arising from the different meanings of words or other symbols • Language is a powerful tool yet tricky that needs skills in handling Examples- 1. Pronunciation of words- like minute, wind etc (are pronounced differently and have different meanings) 2. Similar sounding Words like Access & Excess, Cite- Site-Sight, Week & Weak, Steal & Steel etc. 3. Many meanings of word – Charge (May mean electric charge to an engineer, Fee/Rent to a business person) Etc.
- 22. Socio- Psychological Barriers •Problems of understanding, interpretation & response to communication arise partly from our socially learnt attributes & partly from our personal attributes. Examples- Self-Centered Attitudes Group Identification Selective Perception Closed Minds Poor Communication Skills etc
- 23. Organisational Barriers • Theseare barriers caused by organisational set-up. Delays- If info has to be pass through many levels of authority, there is delay as well as distortion. Filtering & Editing- Information May gets filtered & edited as it moves downward & upward. Each person through whom it passes edits it, filters it, & simplifies it for the understanding & needs of the next person who is to receive it. Over- Dependence on Written Communication- Circulars, Bulletins, Notices & even letters are not always read carefully. Poor communication Culture- Reasons for this are Closed system of comm., information gap, Internal rivalries Etc.
- 24. Gateways to OvercomeBarriers • To improve communication , the efforts are made at two levels: Organisational Efforts Media- The media of internal communication are within the control of the org: Notice Boards, Bulletin Boards, Intercom Connections, Intranet etc. Channels- It is based on “Who received what info through whom”. Communication Policy- Considerate & well implemented policies are needed to keep members informed. We have to take care of ; What info to give, When to give & by What channel
- 25. Gateways…. Individual Efforts- Itis not easy to overcome all barriers, but awareness & effort to avoid them can help a good deal. Writing & Speaking Skills- Can be developed by training & practice Listening Skills- Effective listening is a skill that takes not only time & effort to cultivate, but requires persistent efforts of the will to learn it. Feedback Skills- Communication process gets complete when feedback is received, A person skilled in feedback can open up pathways to better communication.
- 26. 7 C’s ofCommunication • Francis J. Bergin advocates that there are seven c’s to remember in verbal communication. 1. Candidness 2. Clarity 3. Completeness 4. Conciseness 5. Concreteness 6. Correctness 7. Courtesy
- 27. 7 C’s…….. • Candidness-In business Transactions, one’s view of a matter should be honest & sincere & should reject prejudice or bias. • Clarity- Clarity requires the use of accurate & familiar words with proper intonation, stresses & pauses. The speaker should know what to say & why • Completeness- When the speaker begins the presentation, dialogue or address, he or she should ensure that all the necessary info that listeners need or expect has been provided. • Conciseness- Brevity is important. One should avoid being repetitive.
- 28. 7 C’s……….. • Concreteness-Means being specific & definite in describing events & things. One can choose precise word & speak with proper modulation & force to make sounds reflect the meaning. • Correctness- In spoken forms, grammatical errors are very common. Verb, Tenses, Use of Pronoun should be proper. • Courtesy- One should maintain the proper decorum of speaking. Courtesy demands not using words that are insulting or hurtful to the listener.
- 29. Employment Communication • Itincludes all letters, memos, e-mails & other messages that are exchanged between an employer & prospective or current employees. Its different forms are- Application for a job Interview letters Appointment & Promotion letters Appreciation Letters Warning Memos Termination of Appointment Resignation Letters
- 30. Job Application • Writtenor Oral communication related to employment is the first official communication. • It is an offer of service , it must show the prospective employer that the one’s services are worth employing. • It informs the prospective employer that how one’s qualification & qualities make you a desirable employee
- 31. Resume Writing • CurriculumVitae- It is a written statement of the job applicants, personal history, biographical details, educational qualifications, work experiences, achievements & other strengths. • It is a self introduction that promotes its author. • It should always be attached to a cover letter. • The CV’s should always be written specifically in terms of the job requirements. • CV’s are the first impression on employer. • A good CV provides basic info to the recruiter in a systematic form. A good CV is always the opening door to an interview.
- 32. Guidelines for preparinga good CV General Do’s for writing a good CV includes: Indicate a specific job objective or summary of your qualification Highlight your accomplishments Emphasize education/ training/ experience related to your job objective Give details of professional activities that are supportive to career objectives Proofread your CV Ensure that all contact info is current & correct.
- 33. Don’ts’’ • Do notuse first person or second person pronouns in the resume. • Do not use an uncommon format • Do not mention the expected salary • Do not leave any unexplained gaps in your experience • Do not give reasons for leaving earlier jobs • Do not use colored paper • Do not send a hand written resume • Do not mention irrelevant personal details • Don’t be too brief or too lengthy
- 34. Resume of aRecent graduate Points to be included are- Name/ Address/ Email-ID/ Contact No Job Objective Specialization Education Scholarships/Awards Achievements Strengths Work Experiences (If any) References(on Request)
- 35. Cover Letter It iswritten to demonstrate the applicants communication skills & functions as an interview request & impress the potential employer with the applicants abilities & education. It is usually be written in 3 paragraphs. • First Paragraph- Specifically state positions on which one is applying, how he/she came to know about it & also state the reasons for his/her interest in that particular company • Second Paragraph- Explain how he or she is qualified for the position. Highlight important courses or special projects that have enriched the applicants’ preparation & enhanced his/her suitability for the position. Also describe extracurricular activities that shows leadership or ability to organize & coordinate.
- 36. Contd…. • Third Paragraph-Ask for an interview. The applicant can suggest that he/she can come for interview at the employers’ convenience. The purpose of this letter is to convince the prospective employer to interview the applicants.
- 37. Group Discussions • GD’sare a cooperative activity that works towards achieving a common goal . It is used as a selection tool for jobs & courses. • GD’s test Interpersonal skills. • It primarily evaluates: Participants ability to Interact in group Individual behavior in group
- 38. Strengths &Weaknesses ofGroups • Groups can improve productivity & job satisfaction • Groups learn faster than individuals & solve problems more effectively • It has diverse problem solving skills & styles. • Group pressure smothers individual creativity Groups sometimes waste the company’s resources There may also be individual domination by some members Group at times may lead towards overly quick solutions It may also frustrate some the talented but shy members which may incur as a loss to the company.
- 39. Common mistakes • Competingto be the first to talk • Trying to talk the most and/or the loudest • Putting down others ideas • Trying to dominate and/or win an argument • Getting frustrated & falling silent • Trying to appear superior by criticizing everything that is said
- 40. Requirements for GD •Attitude must be positive and group oriented • Check on Emotions • Analytical Skills can be developed • Persuasive Skills are important • Pleasant Speaking Style is an asset in any situation • Interruption usually considered as bad manners but become necessary when there is severe constraint on time. • Good Manners are absolutely necessary.
- 41. Good Manners • Agreewith & Appreciate others view point • Be careful when interrupting • Never bring in irrelevant information • Keep your body language open & friendly when speaking • Listen attentively • Speak clearly & loud enough • Think carefully before you speak and ensure your contribution.
- 42. Interview • It isan oral tool used to test a candidates’ suitability for employment . • It is a process / formal meeting in which a person question, assess & evaluate another person. • It is done to reveal the views, ideas & attitudes of person being interviewed.
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- 44. TYPES • Non DirectiveInterview • Structured Interview • Situational Interview • Panel Interview • Telephone Interview • Lunch/Dinner Interview • Stress Interview • Exit Interview etc.
- 45. Candidates’ Preparation • Thecandidate must be prepared physically, mentally & psychologically for the interview. It is not only the information & knowledge which is assessed but is the whole personality. Few points of consideration are: Expected to be Properly groomed & formally dressed Posture should be correct Good Manners & Conduct are necessary Do not offer to shake hands unless it is offered. Do not sit until you are asked to For fresher it is necessary to revise subjective knowledge Should be aware of current issues, events taking place in the country & around the world Should be updated about the information about the interviewing company
- 46. Interviewer’s Preparation • Itcosts time & money to hold interviews, interviewers also have to be well prepared beforehand. Points to be considered are: Candidate’s should be received courteously The given schedule should be followed The environment where the candidates wait, must be pleasant Questions should be prepared in advance The interviewers should also be formally dressed etc
- 47. Communication Networks • Inorganisations there are basically two types of networks: Centralized Networks- All info should pass through a central position. These are effective for simple problems. It has its three categories: The Chain- One person passes the info to others down the line of hierarchy, who then pass it further down their own chain of authority The Y Network- It is the variation of chain where messages move vertically, between subordinates & supervisors in hierarchy. The Wheel- In this, the person who occupies the central position or the hub of the wheel, coordinates all the information, all the others communicate only with the central person
- 48. Contd… Decentralized Networks-Inthis network, the info is generally passed around to all members of the group. Incase of numerous & varied operations , these nets are more effective. It is of two types: The Circle- This kind of network allows each member of the group to interact with those on either side, but not with others. The “All Channels Network”- These nets allows everyone to communicate with everyone else in the group.
- 49. Impact of TechnologicalAdvancements Advances in technology have brought new tools with vast capabilities to the workplace, & thus increased the volume, speed & reach of communication. Various electronic mediums have emerged to facilitate communication. INTERNET- It is a tool for information, communication & entertainment. It provides a variety of choices for online communication which are speedier & richer than other media. It allows us to work from any location. It is used for- Collaborating with business partners anywhere in the world
- 50. Internet… Promoting one’sproducts & services to customers globally Finding information from outside sources Giving customers technical support & product information Finding & buying goods from the domestic & the international markets Informing shareholders, analysts, govt. regulators & the public about company developments. Sharing every kind of data
- 51. Contd… • Intranet-It isa private internal network of an organisation. It can connect the organizations’ computers at all its location. Access is restricted to all his members. • E-mails- Emails can carry written messages with great speed, at extremely low cost,& across time zones without disturbing the receiver. • SMS- Short Message Service is sending & receiving text messages to & from mobile telephones. The text may include words or numbers or a combination of both. It is based on store & forward Mechanism.
- 52. Contd… • Teleconferencing- Itallows interaction between three persons by telephone. It connects people from different locations for 3 way consultation. Special equipment is needed to connect a larger no of persons. The conference has to be scheduled in advance, taking into a/c the time zones of different locations, agenda, dial-in instructions & password. • Videoconferencing- It allows people at different locations to see & hear each other at the same time, it is fully interactive & almost like a face to face meeting.