Business Communication

HELLO!

Happy morning!!!

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 Communication
Latin: Communis= common
Communication is the natural activity of all humans to convey opinions,
feelings, information, and ideas through words (Written or spoken), body
language, or signs.
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Effective communication is the purposive
symbolic interchange resulting in workable
understanding and agreement between the
sender and the receiver.
-George Vardman
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 Role of communication

▹ Humans- poor communicators

▹ Failure to achieve one’s objective
▹ In personal or organizational
▹ Regret and disappointment because of failure to
live up to the expectation
▹ Miscommunication – without specification

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 Classification of communication

Based on no. of people Based on the medium

receiving the message employed
▹ Intrapersonal ▹ Verbal- speaking,
▹ Interpersonal listening, writing, reading,
▹ Group thinking
▹ Mass ▹ Non-verbal- signs, action,
object language
▹ Meta

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Communication to inform Communication to persuade

Focus is the subject of co Purpose of communication Focus is on receiver.

Wants to expose, develop Wants reader to understand and
and explain the subject get influenced.

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Process of communication.

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Communication Sender, message, medium
and receiver

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 Communication model

Harold Lasswell is well

known for his “5W” model
of communication, which
focuses on "Who (says)
What (to) Whom (in)
Which Channel (with)
What Effect".

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Linear concept of communication

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Case Study
Peter is working as Vice president - Marketing with a reputed
multinational firm. He is currently heading Mike who in turn is taking
care of a small team. Peter wanted Mike to prepare an exhaustive
report on marketing strategies which can be employed to achieve the
goals of the organization. He also wanted a detailed study on the
competitor’s activity by end of the day. While he was speaking, the
company peon interrupted to take the lunch order. Finally when Mike
got the complete information, he in turn delegated the responsibility
to his team members. He tried his level best to convey what Peter
actually expected his team to prepare. At the end of the day, the team
did prepare the report and submitted to Peter but there were few
errors which they rectified later on.

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Process of communication

1. Source creates message

2. Selects channel
3. Sends message
4. Receiver gets message
5. Filters
6. Interprets
7. acts

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Two way communication

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 Communicating networks in organizations
Formal

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 BARRIERS OF COMMUNICATION

▹ Barriers attributable to the sender

▹ Barriers attributable to the receiver
▹ Some other barriers of communication

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 Barriers attributable to the sender

▹ • Lack of planning
▹ • Vagueness about the purpose of communication
and objectives to be achieved.
▹ Poor choice of words, resulting in a badly encoded
message
▹ • Unshared or incorrect assumptions
▹ • Different perceptions of reality
▹ • Wrong choice of channel
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 Barriers attributable to the receiver

▹ • Poor listening skills ▹ • Different perceptions of

▹ • Inattention reality
▹ • Mistrust ▹ • Attitudinal clash with the
▹ • Lack of interest sender
▹ • Premature evaluation ▹ • Unfit physical state
▹ • Semantic difficulties
▹ • Bias

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 Some other barriers of communication

▹ • Socio-psychological ▹ • Poor retention

barriers
▹ • Emotions
▹ • Selective perception
▹ • Information overload
▹ • Loss by transmission
▹ • Goal conflicts
▹ • Offensive style
▹ • Abstracting- keeping the essentials
▹ • Slanting – Eg: drunker
▹ • Inferring

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 BARRIERS OF COMMUNICATION

1. Wrong Choice of Medium

2. Physical Barriers
■ Noise—In factory,
■ Electronic noise interferes in communication by telephone
or loud speaker system.
■ hand writing, bad photo copies etc.
▸ Time and distance.
■ — Congestion in telephone and network facilities.
■ — People working in different shifts.
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■ — Faulty seating arrangement in a hall.
 BARRIERS OF COMMUNICATION
▹ 3. Semantic Barriers
▸ •Interpretation of words
■ little word ‘run’ has 71 meanings as a verb, 35 as noun, 4 more as
an adjective.
▸ Bypassed instructions
■ “Take it to be our stockroom and burn it”
■ In the official language burn it means to make more copies of
the same document. •
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 Barriers of Communication *

▹ Verbal
▹ Non Verbal

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*Ober book
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Nothing sucks like electroflux

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▹ US and German ally told Japan to ‘surrender
unconditionally or face prompt and utter destruction’
▹ Japan Prime minister told ‘mokusatsu’ his meaning
‘withholding comment’
▹ multiple meanings including ‘to treat with silent contempt’
and ‘to ignore,’
▹ Media “We categorically reject your ultimatum”
▹ US President Harry Truman authorised a B-29 bomber
aircraft, the Enola Gay to drop the uranium gun-type 15
kiloton atomic bomb -- codenamed ‘Little Boy’ ten days
later on Hiroshima. 34
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ABSTRACTION

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 Verbal Barriers
▹ Inadequate knowledge or Vocabulary
▹ Differences in interpretation
▹ Language difference
▹ Inappropriate use of expressions
▸ Slang
▸ Jargon
▸ Euphemisms
▹ Over abstraction and ambiguity
▹ Polarization- tall or short
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 Nonverbal Barriers

▹ Inappropriate and conflicting signals

▹ Differences in perception
▹ Inappropriate emotions
▹ Distractions
▸ Environmental Noise- poor acoustics, extreme
temperature, uncomfortable seats, coworkers
body odour
▸ Competing Noise- too many projects,
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meetings and emails, multitasking.
 Communication Media choices

▹ Traditional communication channel

▸ Written and oral
▹ Technological based
▸ Email, phone, voice mail
▸ Instant and text message
▸ Social media- Web 2.0, intranet, extranet, user-
generated content/ consumer-generated
media, blogs, vlog, microblog, multimedia,
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wikis, social networking
 Condition for successful communication

▹ The message is properly understood

▹ Purpose of the sender is fulfilled
▹ The sender and the receiver are linked through
feedback.
Reciever : Rule of 5 guide
Receive
Understand
Accept
Use
Give feedback

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Successful communication

**Candidness- the quality of being

open, honest, or straightforward.
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**Consideration
Non-verbal communication
Non-verbal communication?

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 CHARACTERISTICS OF NON-VERBAL COMMUNICATION

▹ Non-verbal communication occurs via instrumental body

movements.
▸ wiping one’s mouth when confronted by an authority figure
communicates nervousness
▸ the hand gesture to wave goodbye communicates courtesy
and friendship.
▹ Non-verbal cues may be conscious or unconscious
▸ Trained actors and orators intentionally use gestures, facial
expressions, body movements, and postures to create the
intended impact on their audience.
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▹ The interpretation of non-verbal clues differs
from person to person
▸ The trembling of a speaker indicates nervousness even
though the speaker may say,
“I feel encouraged and inspired to stand before such a learned
audience.”
▸ Dress or language -status or education.
▹ The same gestures may also be interpreted
differently in different circumstances
▸ A pats B
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 CLASSIFICATION
OF NON-VERBAL
COMMUNICATION

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 NON-VERBAL COMMUNICATION

▹ by Loren Nieuwsma

▹ https://prezi.com/yri2j2-6asmk/nonverbal-
communication/

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 CLASSIFICATION OF NON-VERBAL COMMUNICATION

▹ Paralanguage, meta- communication, kinesics, grooming,

proxemics, and time language
▹ Ekman’s Classification of Communicative Movements
▸ Emblems
▸ Illustrators
▸ Body manipulators
▸ Facial expressions
▸ Regulators

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Emblems

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 THANKS!

Any questions?
You can find me at rohinit@bnmit.in

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