01 effective communication in business.pdf
TRANSCRIPT
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Chapter 1
Effective Communication in
Business
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Chapter ObjectivesTo understand the importance and
benefits of effective communication
To understand essential components of
communication
To learn the concepts of communication
and Challenges of communication
To understand the role of nonverbalcommunication in overall
communication
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importance of effectivecommunication Important for the development of
human civilization
The ancient world depended heavily on
oral communication
With the evolution of human
civilization, the art and science of
written communication were developed Writing became more important as a
means of keeping permanent record of
communication
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importance of effectivecommunication (contd.)The origination of communication
principles can be traced back to the
bureaucratic traditions of China.
Thus, some of the principles of writing
are based on a mixture of ancient oral
and written traditions.
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importance of effectivecommunication (contd.) Lifeblood of Every Organization
As blood helps transmission of vitalnutrients and hormones for effective
functioning of human body,Communication does so in anorganization.
This is achieved through InternalCommunication - Downward, Upward
and Horizontal. Effective downward communication
motivates employees to engage in a goal-directed behavior.
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importance of effectivecommunication (contd.) Lifeblood of Every Organization
Effective downward communication alsoprovides the employees proper guidelines
to carry out their tasks. Effective upward communication fosters
employee loyalty towards the organization.They feel they are part of the organization.
Managers, through effective upwardcommunication get to know the impact oftheir decisions on their employees andoverall functioning of the organization.
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importance of effectivecommunication (contd.) Lifeblood of Every Organization
Effective horizontal communication is
essential for peer-learning within the
organization.
It helps employees solve problems,
perform duties, prepare for the meetings
and enhance the level of inter-
departmental coordination required forcarrying out cross-functional tasks.
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importance of effectivecommunication (contd.) External Communication
External communication determines can
have far reaching effect on a firms
reputation and ultimate success.
The letter, proposal, report, telephone call,
or personal conversation can win back a
dissatisfied customer.
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importance of effectivecommunication (contd.) Cost of Communication
Cost of communication can be measured
in terms of time and money.
Late or ineffective communication may
cause loss of customers and firms
goodwill.
In certain businesses, such as aviation, oil
drilling, healthcare, mining, construction,
poor communication may cost life of
people and money.
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benefits of effectivecommunication A Valuable Job Requirement
Managerial career requires mainly
intellectual inputs to perform tasks
effectively and hence an ability tocommunicate effectively becomes a
valuable asset.
Communication is a primary responsibility
in many careers, such as marketing,sales, public relations, human resources,
customer relations, financial services, and
teaching.
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benefits of effectivecommunication (contd.) A Valuable Job Requirement
Even if your work is mainly with figures,
as in the accounting profession, the ability
to communicate to those who read yourfinancial reports is essential.
It is an important requirement for those
who are looking for their career
advancement.
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benefits of effectivecommunication (contd.) An Essential for Promotion
Managers spend 60 to 90 percent of their
working days communicatingspeaking,
writing, and listening.
Ability to communicate is one of the very
important aspects of becoming successful
in managerial career.
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components of communication
ContextSender-Encoder
MessageMedium
Receiver-DecoderFeedback
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components of communication(contd.)
Context Every message, whether oral or written,
begins with context.
It is a broad field that includes country,culture, organization, and internal stimuli.
Every country, culture and organizationhas its own conventions for processingand communicating information.
Your attitudes, opinions, emotions, pastexperiences, likes and dislikes, education,etc. influence the way you communicate.
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components of communication(contd.)
Context
Especially important is your ability to
analyze the culture, viewpoint, needs,
skills, status, experience and expectationsin order to communicate effectively.
Words alone have no meanings. They are
meaningful in a given context.
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components of communication(contd.)
Sender - Encoder
As a sender-encoder, you use symbols
that express your message and create the
desired response.
Alphabets are verbal symbols, which are
used to design a message.
Posture, gesture, eye contact, facial
expressions, silence, etc. are some of thenon-verbal symbols managers use to
encode a message.
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components of communication(contd.)
Message
It is the core idea that on wants to
communicate and it contains bothverbal
and non-verbal symbols.
A communicators first task is to decide
exactlywhat the message is and what
other information to include.
Choice of medium is crucial indetermining the effectiveness of the
message being communicated.
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components of communication(contd.)
Medium
The selection of communication channel
depends on all the contextual factors and
the nature of the message itself.
The choices of medium include oral
conversation, presentation, meeting, on one
hand and e-mail, letter, memorandum,
report, proposal, on the other hand. In nutshell, a communicator should
decide:to speak or to write.
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components of communication(contd.)
Characteristics of Oral and Written Media:
Oral Written
Immediate feedback Delayed feedback
Shorter sentences & words Longer sentences & wordsConversational More formal
Focus on interpersonal relations Focus on content
Prompt action Delayed action
Less detail technical information More detailed technical info.
More personal pronouns Fewer personal pronouns
More colloquial language More complex constructions
Simpler constructions Possibility of review
More imperative, interrogative,
and exclamatory sentences
Useful for permanent record and
detailed documentation
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components of communication(contd.)
Receiver-Decoder
The receiver of the message - either a
reader or a listeneris also known as
decoder. The receiver-decoder is influenced by the
context and by the external and internal
stimuli.
The receiver decoded the whole messagethe verbal and non-verbal contents of the
message.
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components of communication(contd.)
Feedback
The receivers response to a message
depends on the meaning that is
communicated through the message. The receiver gives feedback using either a
verbal or non-verbal or both symbols.
Feedback can be an oral or a written
message, an action or simply silence.
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A communication model
Sender-Encoder
_______________(experiences,attitudes, skills)
PerceptionIdea encoding
Symbol DecisionsSending Mechanism
Message_________
MediumVerbal
Nonverbal
FEEDBACKVerbal, nonverbal
Receiver-Decoder
_______________(experiences,attitudes, skills)
Receptor MechanismPerceptionDecoding
Idea interpretation
CONTEXT
Stimuli
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Concepts and problems ofcommunication Each persons mind is a unique filter.
Problems with communication are
more likely to occur when the two
communicators filters are sharply
different.
The communication is said to be
effective only when the sendersmeaning is conveyed to the receiver.
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Concepts and problems ofcommunication (contd.)The senders meaning the senders
meaning and the receivers meaning
are affected by a number of factors:
Individual Conventions of Meaning
Individual Perception of Reality
Individual Values, Attitudes and Opinions
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Concepts and problems ofcommunication (contd.) Individual Conventions of Meaning
The fundamental principle of
communication is that the symbols the
sender uses to communicate messagesmust have essentially the same meaning
in both senders and receivers minds.
A sender can never assume that the
message that resides in his/her mind willbe perfectly transmitted to receivers mind.
This is because of differences in semantic
understanding.
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Concepts and problems ofcommunication (contd.) Individual Conventions of Meaning
The difference in semantic understanding
can be reduced by common experience.
The closer the common experiencessurrounding the symbols and their things
(referents) in the minds of sender and
receiver, the closer the level of
understanding. For examples, meanings of FIFO (fist in,
fist out) or LIFO (last in, first out) can be
understood by those who commonly share
the profession of an accountant.
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Concepts and problems ofcommunication (contd.) Communication Problems in
Individual Conventions of Meaning
Miscommunicated Instructions
Reactions to Denotations, Connotations,and Euphemism
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Concepts and problems ofcommunication (contd.) Miscommunicated Instructions
Miscommunication occurs when the
communicator (sender) and the
communicatee (receiver) attribute differentmeanings to the same words or use
different words though intending the same
meanings.
It does not occur only in business andcorporate offices but also among
government officials, professionals and all
of us in our everyday contacts.
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Concepts and problems ofcommunication (contd.) Reactions to Denotations, Connotations,
and Euphemism
Most People agree on denotative meanings
of word, as they are dictionary meanings. A connotation is an implication of a word
or a suggestion separate from the usual
definition.
In addition to more literal denotativemeanings, some words have connotative
meanings that arouse qualitative
judgments and personal reactions
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Concepts and problems ofcommunication (contd.) Reactions to Denotations, Connotations,
and Euphemism
For example, the word studentis
denotative; whereas scholar, bookworm,dropout, are connotative.
The connotative meanings for words are
also affected by the communicators
backgrounds and interests. Words such asspeed, gay, feministarouse mixed feelings
and arguments.
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Concepts and problems ofcommunication (contd.) Individual Perception of Reality
The world provides a special reality to
individuals called Perception.
Human beings receive external stimulithrough sensory mechanismtouch,
sight, sound, smell, taste.
Every individuals attach meanings to
these stimuli in their own way.
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Concepts and problems ofcommunication (contd.) Communication Problems in
Individual Perception of Reality
Abstracting
Inferring
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Concepts and problems ofcommunication (contd.) Abstracting
Abstracting is a process of focusing on
some details and omitting others.
Abstracting is necessary in countlesssituations, as the communicator has
limited time, money, space and purpose.
The communicator and communicatee
should ensure that the facts they areacquainted with are truly representative of
whole.
Slanting is unfair in reporting and creates
communication problems.
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Concepts and problems ofcommunication (contd.) Inferring
Inferences are the conclusions made by
reasoning from the evidence or premises.
Most of the individuals make assumptionsand draw conclusions even though they
are not able to immediately verify the
evidence.
Some inferences are both necessary anddesirable, however, some are risky and
even dangerous.
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Concepts and problems ofcommunication (contd.) Necessary and Desirable Inferences
Inferences are essential for analyzing
materials, solving problems. And planning
procedures, for many professionals suchas marketers, advertisers, architects,
designers.
Certain inferences we make in our day-to-
day life are necessary and are reliable,such as
If I assign some task to Mr. Shah- Sr.
Executive, Marketing, it will be completed
in time.
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Concepts and problems ofcommunication (contd.) Risk of Inferences
Inferences made without factual support
or sufficient evidence prove to wrong and
they remain mere assumptions. So far our company is doing well, but if current
economic slowdown continues further, many of
our colleagues might have to lose their jobs. (Theemployee may or may not lose jobs)
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Concepts and problems ofcommunication (contd.) Individual Values, Attitudes, and
Opinions
The effectiveness of communication is
affected by the values, attitudes, andopinions of the communicators and
communicatees have in their minds as
mental filters.
The meaning of a message is derivedbased on these filters existing at both
the senders side and the receivers side.
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Concepts and problems ofcommunication (contd.) Communication Problems involving
Values, Attitudes, and Opinions
Favorable or Unfavorable Information
Receivers often react to unfavorable information byrejecting, distorting or avoiding it.
Inadequate or Incorrect Information Creates confusion about the meaning when message
is incorrect.
Closed Minds Some people hold rigid views on certain subjects.
It is very difficult to communicate with people who
have closed minds.
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Concepts and problems ofcommunication (contd.) Communication Problems involving
Values, Attitudes, and Opinions
Senders Credibility
Attitude towards the sender is very important indetermining the credibility of sender and therefore
authenticity of information.
Sender ahs to win the confidence of the audience
before sending any message to them.
Other Circumstances Lifes stresses affect communicators ability to
communicate effectively.
Sensitivity to ones own mind as well a to that of the
receiver helps communicate better.
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Nonverbal communication Nonverbal communication supports
the verbal message being delivered by
the communicator in an oral
communication situation. Some of the symbols of nonverbal
communication are:
Appearance
Body Language
Silence, time and space
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Nonverbal communication(contd.)
Appearance In written communication, an envelope's
appearancesize, color, weight, postagemay impress the receiver as eitherimportant, routine or junk mail.
A communicators appearance clothesand accessories, perfume, grooming -communicates a lot about his/her
profession, professional status, senderscredibility, etc.
Appearance of surroundingroom size,furnishing, lighting, air-conditioners, etc.supports the process of communication.
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Nonverbal communication(contd.)
Body Language includes:
Facial expressions
Gestures, Posture and Movement
Smell and Touch
Voice and Sounds
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Nonverbal communication(contd.)
Facial expressions The eyes and the face of a communicator
are very useful in oral communication.
They are capable of revealing emotionssuch as anger, confusion, joy, surprise,depression, dullness, etc.
Appropriate eye contact covering almosteveryone in the audience enhances the
effectiveness of the communication Cheerful and charming face attracts
audiences attention and thus helpscommunicator.
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Nonverbal communication(contd.)
Gestures, Posture and Movement
Hands and head movement adds to the
message.
Excessive and aggressive hand movementdistracts the attention of the audience.
Posture and Movement can convey self-
confidence.
Relaxed, yet erect posture helpscommunicate more effectively.
Controlled amount of movement inside the
room helps communicate better.
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Nonverbal communication(contd.)
Gestures, Posture and Movement
Continual gesture and movement such as
pacing back and forth may signal
nervousness and may be distracting tolisteners.
An interested listener may lean forward
towards the speaker; one who is bored
may lean backward, slump or glance atthe clock.
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Nonverbal communication(contd.)
Smell and Touch
Specific smell can communicate an
identity. For example smell of coffee or tea
attracts people to enter a restaurant. Touch can communicate friendship, love,
approval, hatred, anger or other feelings.
A pat on the back or shoulder
communicates more than just words.
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Nonverbal communication(contd.)
Voice and Sounds The voice quality and extra sound one makes
while speaking is known asparalanguage.
It includes voice volume, rate, articulation,
pitch and the other sounds such as throatclearing or sighing.
A loud voice communicates a sense of urgency.
A lazy articulation, slurring sounds or skippingover syllables or words, may reduce thecredibility.
Speaking fast may be a sign of nervousness.
A lack of pitch variation may be monotonous;while excessive variation may seem artificialand overly dramatic.
Throat clearing can be distracting.
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Nonverbal communication(contd.)
Silence, Time and Space
Silence communicates more than words.
Concepts of time varies across the
cultures. German are very time punctual. But if you
arrive for a meeting in time in Portugal,
the host may wonder why you came so
early. In Indian context, reaching late
communicates ones high status and
importance.
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Nonverbal communication(contd.)
Silence, Time and Space Space or the distance between the sender
and communicator is important foreffective communication.
The senior executive or officer keeps thesize of the table larger to ensure adistance between him / her and thevisitors or other staff in the office.
The size of office space / cubiclescommunicates a great deal about thedesignation and importance of people inan organization.
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Main Forms of
Communication in Business
Operational
Internal
External
PersonalIntranets (or portals) like this one
from Deere & Company are used
for internal communication.
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Communication Networks
Formal Network
Well-established, usually alongoperational lines
Depends on certain established formsor genres in the company
Planned and managed
Informal Network Complex
Dynamic
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Department
Manager
Supervisor Supervisor
Black Solid Lines = Formal Network
Brown Dashed Lines = Informal Network (at a moment in time, for they change often)
The Formal and Informal Communication Networksin a Division of a Small Manufacturing Company
F t Aff ti th
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Factors Affecting the
Communication in a Business
Nature of the business
Operating plan
Business environment Geographic dispersion
People
Company culture
Th B i C i ti
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The Business Communication
Process
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The Contexts for Communication
The larger context
Business-economic
Sociocultural
Historical
The relationship of thecommunicators
The communicators particularcontexts
Organizational
Professional