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Module 1 - communication skills bu 2015.pptx rev
Provides a permanent record that can be referred to again and again 3. Structure Less structured Flexible More structured Rigid format 4. Feedback Immediate feedback Clarification possible Feedback delayed Clarification difficult 5. Range Short range Face to face Long range Can reach wider audience
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Module 1 - communication skills bu 2015.pptx rev
- 1. Communication Skills –VET 2015 1st Semester MODULE-1 – Communication in Business By: Dr.K.S.Naik
- 2. Quotes on Communication Communicationis any behavior that results in an exchange of meaning - American Management Association Communication is the process involving the transmission and reception of symbols eliciting meaning in the minds of the participants by making common their life experiences. - Baird Jr.E.John Effective communication is purposive symbolic interchange resulting in workable understanding and agreement between the sender and the receiver - George T Vardaman
- 3. Definitions of Communication Communication is a process of passing information and understanding from one person to another - Keith Davis Communication is any behaviour that results in an exchange of meaning - AMA Communication may be broadly defined as the process of meaningful interaction among human beings. It is the process by which meanings are perceived and understandings are reached among human beings. - D.E.McFarland Any act by which one person gives to or receives from another person information about that person’s needs, desires, perceptions, knowledge or affective states. Communication may be intentional or unintentional, may involve intentional or unintentional signals, may take linguistic or non linguistic forms, and may occur through spoken or other modes. - Julia Valenzuela
- 4. Historical Communication Napoleon: Year :November 10, 1799 Place : Paris Situation : Napoleon, armless and all alone, surrounded by a troop of enemies Outcome : Napoleon declared monarch in the next few hours Porus: Year : 326 BC Place : Punjab Situation : Porus defeated by Alexander Outcome : Porus back as a King
- 5. What is communication? The word ‘Communication’ is used in common talk Usually to mean speaking or writing or sending a message to another person. In management: It ensures your message reaches the target audience. The receiver understands and responds Ensures that the sender also receives, understands, interprets and responds to messages sent by the receiver. Communication is an important aspect of behavior Human communication is affected by all factors that influence human behavior.
- 6. Role of Communication– Importance A primary skill in management competency A skill central to everything we do – home, school, office….. A mortar that holds organisation together Most important foundation skill for anyone in the world – ability to communicate – globally Communication in offices – ideas, persuasion Public relations Advertisement Aviation Space-science Communication to inform Communication to persuade
- 7. Importance of communication Communication is central to human activity. It is an integral part of our daily life. In daily life, we have to: Adaption: Adapt our communication to a variety of human settings and or persons Based on the role we are assuming in the interaction. Make Decisions: Make daily decisions About the appropriateness of the messages we sent
- 8. Contd… Communication: Beaware that the manner and methods we choose to communicate our messages. Have an impact on the effectiveness of those messages. Evaluation: Interpret and evaluate messages received everyday. And decide what action to take on the basis of the message. Interaction: Interact with people in groups At home and outside home and at work.
- 9. Contd… Education: Developmentof a person Family Life: Communication the best nurturing ground. Social Life: Social adjustment, psychological development Professional Life: Basic competence
- 10. Benefits of EffectiveCommunication
- 11. Communication Skills Importantto You Communication important to business Business wants and needs people with good communication skills Communication ranks at or near the top of the business skills needed for success. Employers must have a good communication skill to advance professionals. To stand out from the competition, one must demonstrate the unwritten requirements that are now most in demand Leadership and communication skills. There is a high correlation between communication skills, growth and income.
- 12. Goals of Communicationin Organizations To inform To provide information for use in decision making But not necessarily advocating any cause of action To request To ask for a specific action by the receiver To persuade To strengthen or change a receiver’s belief about something And act on the belief, if needed To build relationships To create goodwill with the receiver.
- 13. Business Depends uponCommunication Every business is an economic and social system To produce and sell goods and services any business must coordinate with Employees Suppliers Customers Legal advisors Community Government agencies This feet is achieved largely through communication Information is managed and exchanged through many oral written and electronic forms Communication enables human beings to work together
- 14. Main Categories ofBusiness Communication Falls into 3 categories of communication in Business: 1. Internal – operational communication: The communicating done in conducting work within the organization. Such as giving orders for processing, assembling, reporting, etc. 2. External – operational communication: Work related communication with people outside the business. Such as personal settings, telephoning, advertising and sending message. External message conveys an image of the company.
- 15. Contd… 3. Personal communication: Non-business related exchanges of information and feelings among people Affect employee attitudes And attitudes affect employee performance Further, enhances internal and external business communication
- 16. Communication Networks ofOrganization
- 17. Communication Networks inOrganization Information flow in a business can be said to form two complex networks: Formal & Informal 1. Formal Network: Consists of the official More stable lines of communication. 2. Informal Network: Consists largely of personal communications which are complex and keep changing Known as ‘grapevine’ in management literature Managers can not always control grapevine, but they can influences it.
- 18. A Model ofBusiness Communication Process Business communication is an interpersonal well- directed process. Figure shows the basic elements of a business communication event. This model focuses on what happens when someone deliberately undertakes to communicate with someone else to achieve business related goals Both parties in a communication event influence the outcome of that event.
- 20. Channels of communication Communicationnetworks of organisation Downward Upward Horizontal Diagonal
- 21. Communication Forms Interpersonalface to face Group communication Speaker – audience communication Telephone/cell communication Written communication Characteristics of Communication International as well as unintentional A dynamic process – ongoing, changing, develops Systemic – every component is affected by other component Both interaction and transaction
- 22. The communication Process Stagesof communication
- 23. The Business CommunicationProcess
- 24. Contd… Communicator – 1: 1.Senses a communication need 2. Defines the problem 3. Searches for possible solutions 4. Selects a course of action (message type, contents, style, format, channel). 5. Composes the message 6. Delivers the message Communicator – 2: 7. Receives the message 8. Interprets the message 9. Decides on a response 10. May send a responding message
- 25. The process ofcommunication (Activities) What exactly occurs inside the minds of communicators when they start communicating is not fully known Researchers generally agree that the process included the following activities generally in this order: 1. Sensing a communication need 2. Defining the situation 3. Considering possible communication strategies 4. Selecting a course of action 5. Composing the message 6. Sending the message 7. Receiving the message 8. Interpreting the message 9. Deciding as a response 10. Replying to the message
- 26. What Makes MessageEffective Good messages meet five criteria Good business writing is: Clear Complete Correct Saves reader’s time Builds goodwill The depth to which it meets the above criteria also depends upon The interaction among the writer, the audience, the purpose of the message and the situation No single set of words works in all possible situations
- 27. Analysis of BusinessCommunication Situations Before we write or speak, we need to understand the situation Obtain the answer to the following questions: What is at stake? To whom? Should a message be sent? What is the channel to be used? What one should say? How one should say it? Is the situation understood?
- 28. PAIBOC Question Use thePAIBOC question before composing message/answers: P-What is your purpose in writing or speaking? A-What is the type of audience and their difference? I-What information must your message include? B-What reason or benefits to the reader can be used to support your position? O-What are the likely objectives? C-How will the context affect reader response?
- 29. Basic Truths AboutCommunication Three fundamental truths and commonalities between business communication and other kinds of communication The challenges is to make other share our views Skillfully plan and construct messages carefully. 1. Meaning is in the Mind and no two Minds are alike: All experiences come to us through various filters-perception, frames of references, abilities and circumstances. When a message is received – we use the mental resources and construct a vision of the situation and a sense of the purpose. The above controls our communication choices. Recipients of the message go through the same mental process. Good communication spreads the message faster between the communicator and receiver.
- 30. Contd… 2. The symbolsfor communicating are imperfect and so also our best communication efforts: We often take for granted that the language we use is dependable and has universally same meanings. But, meanings are unstable And imperfectly represented by symbols and meanings A form of ‘bypassing’ takes place. No perfect solutions to communication problems.
- 31. Contd… 3. Communication isabout information and Relationships: Transfer of information is not the sole purpose of business communication. Getting/collecting information forms one source to another. Cultivating positive relationships is also critical to successful communication. Communication involves human relations And therefore involve ethics.
- 32. The contexts forcommunication Business communication always tales place within certain contexts: 1. Large context: General business economic scenario The surrounding culture Historical timing of the communication 2. Relationship of the communicators: Moving information from one place to another place. Interaction between human beings-competence and continue.
- 33. Contd… 3. Communicator’s Particularcontexts: Organizational Contexts: Culture of the organization shapes communication choices What you communicate, how you communicate based on the culture of your company. Professional Contexts: Different professional focus on different context and language. Example: Management as Finance; Engineers as Technology Successful communication should meet different professional contexts Personal Contexts: Who you as a person, genes inherited, family and upbringing, life experience, education, personal contacts, success and failure
- 34. The Process ofCommunication (One way & Two way) Elements of communication: There are 7 elements or factors which make up the process of communication: 1. Source/sender-the one who initiates the action of communicating 2. Audience/Receiver-the person for whom the communication is intended. 3. Goal/purpose-the sender’s reason for communicating the desired result of the communication. 4. Context/Environment-the background in which the communication takes place. 5. Message/context-the information conveyed 6. Medium/channel-the means or method used for conveying the message. 7. Feedback-the receiver’s response to the communication as observed by the sender.
- 35. One Way &Two Way Communication Process
- 36. Shannon – WeaverModel
- 37. Desmond Evans –Six stage of communication
- 38. Communication in organisationsettings Internal communication External communication Formal communication Downward Informal communication Upward Horizontal Internal External Formal Planned communication among insiders: letters, reports, memos, email – follows chain of command Planned communication with outsiders: letters, reports, memos, speeches, websites instant message, news releases Informal Casual communication among employees: emails, instant messages, face to face conversations, phone calls; does not follow company’s chain of command Casual communication with suppliers, customers, investors, others; face to face, email, instant messages, phone calls
- 39. A Final CommunicationNetwork in Organisation
- 40. Differences Between General& Technical Communications General Technical General contact General vocabulary No formal elements Both formal & informal style May not be actual Both objective and subjective Not always structured No specific exposition techniques Not always for a specific audience May or may not involve graphics Technical content Specialized vocabulary Formal elements Always formal in style Always actual Objective Logically organised and structured Complex & important exposition techniques Specific audience Usually involve graphics
- 41. Technical Communication Skills a.ListeningSkills General Academic Professional Casual conversation Formal conversation Social interaction Public speeches Announcements Radio Television programs News reports Lectures Tutorials & practicals Seminars & workshops Technical presentations Academic discussions Academic interactions Viva voce Professional interaction Meetings Conferences Interviews Professional discussions Professional presentations Teleconferencing videoconferencing
- 42. b.Speaking Skills General AcademicProfessional Casual conversation Formal conversation Social interaction Public speeches Small talks on local topics Negotiating meanings in social situations Conversation tasks in a given social milieu Lectures Tutorials & practicals Seminars & workshops Technical presentations Academic discussions Academic interactions Viva voce Oral interaction Oral reports Professional interaction Oral reports Oral presentations Group discussions/ meetings Conferences workshops Interviews Professional discussions Teleconferencing videoconferencing
- 43. c. Reading Skills GeneralAcademic/Reading Professional Newspapers Magazines Journals Novels Stories Articles Personal letters Emails General books Entertainment literature Text books Journals Research papers Scientific articles Classroom notes Lecture notes Thesis Dissertations Abstracts Business reports Proposals Business letters Memos Email messages Notes Notices/circulars Promotional bulletins Catalogues Instruction manuals Corporate brochures
- 44. d.Writing Skills General Academic/WritingProfessional Personal letters Personal email messages Notes Comments General articles Examination answers Project reports Lab reports Synopsis Thesis Dissertations Abstracts Research papers Scientific articles Classroom notes Lecture notes Technical reports Industrial reports Project proposals Business proposals Business letters Electronic mailing Memos Notices Agenda Minutes Technical abstracts Job applications resumes
- 45. Difference between oral& written communications Attributes Oral Written 1. Speed Faster to speak, listen to and understand Slower in preparation, conveyance, reception Takes more time for draft, type, dispatch, receive, read Feedback slower 2. Record Can be taped for later reference Authenticity of voice can be questioned Tapes can be edited Messages distorted Serves as a record Can be used for future reference Documentary proof Can be used as legal evidence Documents more reliable and acceptable
- 46. Attributes Oral Written 3.Precision & Accuracy Less precise and accurate Choice of words, phrases may not be precise No time for seek and consider words and phrases Has the support of vocal tone, gestures and expressions That enriches meaning of words More precise and accurate Choices of precise words possible, since the writer has time to choose Draft revision possible 4. Length Message may be longer Requires opening and closing remarks Message usually shorter Standard formats for opening and closing messages
- 47. Attributes Oral Written 5.Expense Can cost a great deal Requires presence of two parties Getting together costs money Modern technology like tele & video conferencing Requires stationery, preparation and transmission Costs money. 6. Body language Supported by the speakers’ body language Speaker can control the style of talk, voice, facial expressions, gestures They give different meanings Separates body language More control on the reader Reader can respond in his own moods 7. Feedback Allows immediate feedback Listener’s face gives feedback Speaker can modify the message Clarifications immediate Feedback delayed Writer cannot see the facial expressions of reader Reader can give a cautious and guarded reply. Others do not know his reactions.
- 48. Characteristics of SuccessfulCommunication Message : Known & Understood Rule of 5: Receive Understand Accept Use Give a feedback Seven Cs of successful communication 1.Candidness 2.Clarity 3.Completeness 4.Conciseness 5.Concreteness 6.Correctness 7.Courtesy