business studies communication in business. what is communication? why do we communicate?...
TRANSCRIPT
Business studies
Communication in business
What is communication? Why do we communicate?
Communication is when a message is transferred from someone to someone else
Communication (spending or receiving information) represents 80% of our waking time
Without communication our lives would be cataclysmic
Communication and understanding• A good definition for effective communication is to
share meaning and understanding between the people sending the message and the people receiving the message.
• Key element: “understanding”
• Have you had a communication problem or failure to communicate?
• Was it because of a lack of understanding?
Some key words
Message
Transmitter/Sender
Medium of communication
Receiver
Feedback
The communication process: the communication loop
Main steps of the communication process
Information Send the message Receive the message Understand the message Confirm the message has arrived and been
understood
One-way and two-way communication
One-way communication: when the receiver of a message has no chance to reply or respond to the message
Activity 1
A volunteer describes a diagram to the rest of the class. Volunteer must keep his/her back toward the rest of the class.
Other students listen to the description and draw the diagram.
Discussion 1
How many of us got confused and just ‘quit’ listening? Why?
Why was the one-way communication so difficult to follow?
Two-way communication: when there is a reply or a response from the receiver
Activity 2
A volunteer describes a diagram to the rest of the class. Volunteer must keep his/her back toward the rest of the class.
Other students listen to the description and can ask questions.
Discussion 2
Was the two-way communication more effective than the one-way communication? Why?
Why was the one-way communication so difficult to follow?
Internal/external communication
Internal communication:• Between people who work in the SAME
organisation
External communication:• Between people who DO NOT work in the
same organisation
Verbal/oral forms
Written forms
Visual forms
Body language
Which one is the best?Which one is the most appropriate
Different ways of communicating: the medium/media of communication
Verbal/oral communication
=> Example: face-to-face, phone, meeting, classroom, video conference
Efficient Opportunity to provide immediate feedback Body language can help to a better
understanding
BUT• Not appropriate when a record is needed• Takes longer than written communication if
feedback is long/time-consuming
Written communication Letters
Reports
Notices
Faxes
Emails (internet/intranet)
Written communication
Advantages:
‘Hard’ evidence of the message that can be used later
Appropriate for complicated messages Message can be sent to many receivers
(copy/paste)
Example of written communication
(From Bernard Merialdo)
Written communication
Disadvantages:
• Language used can be difficult for some receivers to understand
• Not so easy to check that the message was well received
• No opportunity for body language
Visual communication
Films, videos, PowerPoint presentations, charts and diagrams (ex: organisational chart)
Advantages: attractive, people may pay more attention, can support a written message
Example of visual communication
Visual communication
Disadvantages: charts and graphs may be difficult to be understood
Formal/Informal communication
1. Formal communication: channels of communication set up and recognized by an organisation
2. Informal communication: messages going through informal channels of communication (ex: I heard that…, we discussed that during lunch time, etc.)
Activity
1. Find examples of informal/external communication
2. Find examples of informal/internal communication
3. Find examples of formal/internal communication
4. Find examples of formal/external communication
Barriers to communication
Have you ever been talking to someone and they misunderstand what you were saying? Why do you think that happens?
Barriers to communication: internal and external
Internal barriers: fatigue, poor listening skills, lack of interest in the message, fear, mistrust, past experiences, problems at home, lack of emotions, etc.
External barriers: noise, e-mail not working, bad phone connection, too many technical words for the audience, etc.
=> How to overpass these barriers?
Barriers to communication
Barriers can happen at anytime in the communication process
Communication nets
“The ways in which members of a group communicate with each other.”
=> Who communicates with you?
Chain network: activity
As a class you are going to form grapevines and spread rumors about people. You will spread rumors from person to person in your line and when you reach the end of the line, the last person will spread the rumor to the teacher.
Then we shall assess the accuracy of the message.
Communication nets
Wheel network:
Activity
Match the most appropriate communication nets to each management style:
Chain network Democratic
Wheel network Autocratic
Connected network Paternalistic
Laissez-faire
Activity
On the diagram, identify which areas are chain/wheel/connected networks.
Activity
Answer the following questions
Activity
What is meant by communication?
Activity
What is meant by communication?
Activity
Outline the four features necessary for communication to be effective.
Activity
Explain the difference between one-way and two-way communication.
Activity
Explain the difference between internal and external communication.
Activity
List three media that can be used for written communication.
Activity
Which method of communication would you use if you wanted to:
• Give an instruction to a large number of people• Explain a detailed plan for a few other people• Obtain a very quick reply to your message to another
member of staff• Inform all staff about health and safety regulations• Tell an applicant for a job what the conditions of
payment are
Activity
Draw two examples of communication nets- and state one advantage of each.
Activity
Define barriers of communication