Professional Documents
Culture Documents
Business Communication Module1
Business Communication Module1
Role of Communication
Helps us understand:-
¢ Objective -
What do I want to accomplish in this situation.
¢ Approach -
Which is the Better way of doing it.
¢ Technique -
What specific methods should I use to solve it.
Communication Defined
¢ ´Communication is interchange of thoughts , opinions,
information, by speech, writing or signsµ
- Robert Anderson
(Professional Selling)
¢ ´Purposive interchange, resulting in workable
understanding and agreement between the sender and
receiver of a messageµ
- George Vardman
(Effective Communication of Ideas)
Business Communication
Defined
¢ ´Business communication is any
communication used to build partnerships,
intellectual resources, to promote an idea,
a product, service, or an organization ²
with the objective of creating value for your
business.µ
Internal and External
Communication
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Process of communication
¢ The Linear ÷odel
¢ Involves 5 basic questions ² who?, says
what?, on which channel?, to whom?, with
what effect?
¢ One way process
¢ Intended
tocontrol and
manipulate
the
receiver.
¢ Assumptions that no distortions while the
message passes
¢ Shannon Weaver ÷odel :-
¢ First to point that messages can change or be blocked
¢ Brought in the concept of noise
¢ Introduced feedback as corrective to noise which may again
not be an integral part of communication process
¢ Viewed as another act of communication
¢ Two Way Communication Process:-
¢ Concept is more contemporary
¢ Receiver also acts as sender of feedback to complete
the two way flow of communication
¢ Also known as transactional communication
¢ Common Problems in Two way
communication:
¢ No perceived benefit to the audience
¢ Noise, disturbances-hard to hold attention
¢ Variations in listening skills
¢ Complexity of subject matter/message
¢ Time restraints
¢ Personal biases, hostility
¢ Responding to difficult questions
¢ Sidestepping sensitive issues
¢ Barriers to Communication
¢ Noise
¢ Selective perceptions
¢ Filtering
¢ Information overload
¢ Loss by transmission
¢ Poor retention
¢ Poor listening
¢ Emotions
¢ Lack of planning
¢ Ynclarified assumptions
¢ Semantic problems
¢ Cultural barriers
¢ Socio psychological barriers
¢ Goal conflicts
¢ Offensive style
¢ Time and distance
¢ Abstracting
¢ Slanting
¢ Inferring
¢ Characteristics of successful
communication
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Importance of communication in
management
¢ Communication skills constitute an important
aspect of effective management.
¢ Some important functions of managing are -
forecasting , planning , organizing, instructing,
coordinating, controlling.
¢ Communication is the system by which these
operations are led and coordinated and the
results fed back
¢ Need for communication in management :-
(Advantages)
¢ To increase job performance and effectiveness
¢ To promote employee commitment
¢ To effect changes smoothly
¢ Inform and persuade employees regarding
certain decisions and reasons behind.
¢ To help understand role of an individual in an
organization
¢ To update employees information about the
developmental activities
¢ Reasons facilitating need for corporate
communication:-
¢ Size of an organization
¢ New developments in IT
¢ The concept of human capital
¢ Need to learn corporate etiquette - how to greet,
shake hands, dress for success, listen
converse with seniors, clients, ladies etc«
Hence the need for man power
equipped with these skills are necessary.
¢ Why managers need communication skills
¢ Communication can be divided into two types:
¢ I) Formal:
¢ a) Line relationship-
Line of authority sets down the
path of communication ( general indication can
be ´through proper channelµ etc..)
¢ b) Functional Relationship-
Occurs when departments inform
work and related organizational matters to each
other
¢ c) Staff relationship:-
¢ Supports line management, marketing, and
production. For e.g. communication relating to
personnel, public relations, administration etc.
¢ II) Informal :-
¢ Ysually flows through ----
¢ Chat :-
¢ Grapevine:- can be attributed to a reliable source
¢ ÷erits of informal communication:-
¢ Yniting force
¢ Speed
¢ Creation of ideas
¢ Good personal relations
¢ Limitations:
¢ Rumors
¢ Inadequacy
¢ Changing interpretations
Crisis Communication
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Communication in
crisis
¢ Definition of a Crisis
¢ Any situation that«
¢ Threatens the operations of an organization
¢ Negatively impacts the reputation of an organization
¢ Affects the lives of beneficiaries, employees or other
stakeholders
¢ Can be a natural or man-made disaster
¢ Weather-related, terrorist attacks, arson, IT theft, etc.
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Nature of Crises
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Scanning
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Assessing situation