Business Communication-1

 Recommended Text Book:

 Effective Business Communications,

7th Edition.
By: Murphy, Hildebrandt & Thomas.
 Effective
Communication
In Business

CHAPTER 1
Honours & Awards:
Received Special Award from Govt. of Pakistan for
MS/PhD supervisor in 2013.
Received Efficiency Award -2013 to 2023.
Received Punctuality & Productivity Award – 2013 to
2023.
 Received Award Productive scientist of the year - 2010
to 2017.
 Member California Advocacy Association Berkeley (USA)
 Member Harvard & Stanford University’s Research Networks (USA)
 Member of New York Academy of sciences (USA)
 Detailed profile/achievements are available on
Google…!!
Communication

 What is communication?

 …the process of sending and receiving

messages

 Shared understanding is the key to effective

communication
 Communication and Management
 Communication - Definition
 The process of sharing information between
two or more individuals or groups to reach a
common understanding.
 Importance of Good Communication
 Increased efficiency in new technologies and
skills
 Learning, Implementing, Training
 Expands workers skills
 Communication and Management

 Importance of Good Communication

 Improved quality of products and services

Meaning and importance of quality, How to
manage quality
 Subordinates communicate problems and
solutions for increasing quality to superiors
 Increased responsiveness to customers
empowered workers lower response time
to satisfy customer wants and needs.

 More innovation through communication

Cross functional teams communicating
effectively produce higher quality
products more efficiently.
Five (5) W’s

One way to make your message complete

is to answer the 5 W’s.

1) WHO?
2) WHAT?
3) WHEN?
4) WHERE?
5) WHY?
Five (5) W’s

The five question method is useful when

you write requests, announcements, or
other informative messages.

For instance, to order (request)

merchandise, make clear WHAT you want,
WHEN you need it, WHERE it is to be sent.
Good communication skills
are essential for

 Job placement
 Job performance
 Career advancement
 Success in the new world of work
Writing skills are increasingly
significant.

"Businesses are crying out—they

need to have people who write
better.”
Gaston Caperton, business executive and
president, College Board (USA), American politician who
served as the 31st Governor of West Virginia from 1989 to
1997.
The Process of Communication
Communication Process Model

 Sender: originates a communication

message
 Receiver: destination of the communication

 Encoding: sender changes thoughts into

symbols
 Decoding: receiver assigns meaning to
symbols
Communication Process Model

 Message: idea, thought, feeling or opinion

to be communicated

 Channel: medium through which the

message travels from sender to receiver

 Feedback: receiver’s response to the

message/indicates the message is seen,
heard and understood
The Process of Communication

Verbally or nonverbally.
How may the sender
By speaking, writing,
encode a message?
gesturing.

What kinds of Letters, e-mail, memos,

channels carry TV, telephone, voice,
messages? body.
The Process of Communication

How does a receiver Hearing, reading,

decode a message? observing

When is When a message is

communication understood as the sender
successful? intended it to be.
How can a Ask questions, check
communicator reactions, don’t dominate
provide for feedback? the exchange.
Communication Process Model

1. Sender (Encoder)
 Initiates the communication
 If both good and bad news will be given,
the good news should be given first
 If both a simple and a complex message
will be given, the simple one should be
given first
Communication Process Model

2. Message
 Verbal (part of the message that is heard)
and nonverbal (body language and the
surrounding environment)
3. Channel
 Means used to convey the message
Communication Process / Channel

Types of channels within an organisation

a. Downward Channels: passing information

from superior to subordinate to;
• Give job instructions
• Bring about understanding of the job
• Provide information about procedures
• Provide feedback about performances of
subordinates
Communication Process / Channel

b. Upward Channels: provides subordinates

to convey information to their superiors to;
• gain feedback and learn about problems
that affect efficiency,
• evaluate employee attitudes and
perceptions
Communication Process / Channel

c. Lateral Channels: conveying information

between individuals and units on the same
hierarchical level for;
• the coordination of tasks
• sharing of information
• problem solving
• conflict resolution
This type of communication is persuasive and
suggestive rather than directive or
authoritative
Communication Process / Channel

d. Informal Channels:
grapevine
message
Single-strand: Each A B

person receives message

message
information C
from one person and
passes it on to one more A
Gossip: one individual B C D
passes the news to all
others
Grapevine

Grapevine is an informal channel of

business communication. It is called
so because it gives throughout the
organization in all directions
irrespective of the authority levels.
Communication Process / Channel

d. Informal Channels:

Probability: Information is passed on

randomly
Cluster: Channel members selectively
choose their informal communication links
Communication Principles

 Communication occurs within a context

(when, where, why and with whom)
 Chronological context: time a which
communication occurs
 Physical context: location or setting of
your communication
Communication Principles

 Functional context: purpose of the

communication
 Practical: job, apartment, health and
safety
 Social: establish connections
 Decision-making: how to dress for the
weather, where to live
 Relational context:
Person(s) with whom you communicate
and your relationship

 Cultural context:
Society, gender, age, sexual preference,
disabilities, etc.
Communication Principles

 Communication occurs at different levels

 No two relationships are alike
 Small talk: establish contact with others
and build relationship
 Information talk: hobbies and interests,
likes and dislikes, personal preferences
 Communication Principles

 Opinion talk: riskier than the other

levels; you open yourself up to criticism
and disagreements can lead into conflict

 Feelings talk: most challenging because

you expose parts of your inner self
Communication Principles

 Communication requires ethical choices

 Freedom of speech doesn’t mean you can
say anything you please.
 Words can nurture, resolve
misunderstandings or create understanding
 Words can strain relationships, destroy trust
or land you in jail
 Plagiarism, fake records, harassment, etc.
Communication Principles

 Communication has its limitations

 Communication cannot solve all your
interpersonal problems.
 Many other skills are needed (for example
Flexibility, forgiveness, open to change).
 Other factors threaten stability of
relationships
 Workplace relationships can be demanding.
Communication Barriers
 Internal Noise
 Occurs inside the sender and receiver
 Beliefs and values
 Faulty assumptions can lead to emotion
 Trigger or hot button words can evoke
emotion
 Defensiveness
 Communication Barriers

 External Noise
Occurs outside the sender and receiver
Can be easier to control than internal
noise Includes technology
 Semantic Noise
 Occurs when the receiver doesn’t
understand a word or gesture
 Can happen with different cultures
 Technicians using jargon with laypeople
Communication Barriers

 Gaps
 Results from people being different
 Gender
 Age
 Ethnicity
 Race
 Status
 Generation