Business Communication

( Theory and Application )

- Lesikar & Pettit
 Chapter - 1
The Role of Communication in the Business
Organization
• We spend a large part of each day talking and listening.
• When we are not talking and listening, we are likely to
communicate in other ways-reading, writing, gesturing
and drawing.
• Communication has enabled us to organize and to work
in groups.
• Communication is vital to our success and well-being in
civilized society.
 Communication is essential to organized
activity
• Communication is important for the
functioning of the organizations.
• Managers direct through communications,
and they staff, plan and control through
communication.
 The High Frequency of Communication
• How much communication a business organization
needs depends on the nature of business.
• Some business such as insurance companies have a
much greater need to communicate than do
others.
• The company’s organization plan also affects the
volume of communication, for it generates much of
the information flow.
 Main Forms of Organizational Communication
• There are three categories of communication in
business.
1. Internal-Operational Communication:
• Internal-operational communication is a
structured form of communication within the
organization to achieve organization’s work
goals.
• Structured communication is designed into
organization’s plan for operation.
• For example, superiors make decisions and
transmit them to subordinates.
• Departments exchange information, and
workers communicate with one another.
 2. External-Operational Communication:
• External-operational communication is
conducted with people and the groups outside
the organization.
• It is the organization’s communication with its
publics-suppliers, service companies,
customers, and the general public.
 3. Personal Communication:
• Personal communication is non-business-
related exchanges of information and feelings
among workers.
• The denial of communication privilege can
lead to emotional upset.
• Human beings are social animals and they
have a need to communicate.
 Chapter-2
A Model of Communication Process
• Here, our definition of communication is not a
conventional, rather it is an operational one.
• By operational definition, we mean one that
demonstrates how something works.
• Our goal is to show how the process works
and how it does not work.
 A common Misconception :
• When we tend to think communication as a
very normal activity.
• We can communicate without practice and
trainings.
 The Communication Environment:
• Communication occurs in a sensory
environment.
• By sensory environment, we mean, all we can
see, taste, smell, or feel in that part of the
world that surrounds us.
• The signs are the part of the real world that can
act as stimuli and they produce responses in us.
• Sensory receptors are body organs that detect
signs.
 Sign Detections:
• Sensory receptors continuously pick up some
of the infinite number of signs existing in our
communication environment.
 Sensory Limitations:
• Sensory receptors are limited; they detect
only a small part of the real world.
• For example, we can smell only the stronger
odors around us, dogs and other animals do a
better smelling.
 Selective Perception:
• Sensory receptors select signs to detect.
• They tune in on one and ignore others.
 Varying Alertness and Perception:
• Our perception vary with our degree of
mental alertness.
• When we are fully asleep, we detect almost
none.
The Communication Process| Basic
Communication Model:
1. The sender has an idea.
2. The sender encodes the ideas as a message.
3. The sender produces the message in a
transmittable medium.
4. The sender transmits the message through a
channel.
5. The audience receives the message.
6. The audience decodes the message.
7. The audience responds to the message.
8. The audience provides feedback to the
sender.
 Some of the words related with the
communication process:
• Receptions of signals
• Flow to the brain
• Role of the filter
• The symbolizing stage
• Act of encoding
 The Communication Model and Written
Communication:
• Three differences exist when we apply the
communication model to writing.
1. Greater Creativity:
• Written communication involves more
creative efforts of the mind.
• For example, in report writing, there is little
message exchange.
• Letter writing may involve some exchanges,
the number of exchanges depends on the
effectiveness of the letter.
 2. Time Lag:
• In face to face communication, the encoded
message instantly goes into receivers sensory
environments.
• The feedback of written communication is
slow.
 3. Limited Number of Cycles:
• Written communication has fewer cycles.
Most writing involves only one cycle.
 Universal Ingredients of Human Communication
• Human communication has four universal
ingredients.
1. The Communication Environment
• The first universal of human communication
is the sensory environment of those engaged
in communication.
2. The mental Filter:
• In all forms of human communication, the
signs picked up by the sensory receptors are
passed through the mind’s filter.
• Filter is the product of one’s experiences and
thoughts and clear differences in filter make
ups exist.
3. The Encoding Process:
• The third universal ingredient of human
communication is the encoding process.
• Encoding process means selecting symbols
(words, gestures, facial expressions, etc.) to
convey intended meanings.
4. The Decoding Process:
• Decoding process means giving meanings to
messages received.
Some Fundamental Truths of Communication:
• There are three fundamental truths of
communication.
1. Communication is Imperfect:
• It is obvious that the proper communication is
almost imperfect because no two filters are alike.
• Because of filter variations, a message sent by
one person never is precisely the message
received by another.
2. We Communicate about Ourselves:
• Most of the time we project ourselves into our
communication.
• The signs and symbols we select for a message
tell how we feel about.
• In the symbolizing process, we attempt to
select symbols that tell what is going on inside
us.
3. Meaning is in the Mind:
• Symbols have no meanings. If they did, there
would be no communication problems,
communication would always be precise.
• In another words, we can say that people have
meaning in mind when they use symbols.
• “ What did the sender mean when she or he
used those symbols”?
 Chapter-3
Perception and Reality
• When we communicate we symbolize our
reaction to the reality we perceive.
 What is reality? How do we perceive it?
• Our definition of reality includes everything
that our sense can perceive – all that we can
see, smell, taste, hear, or feel.
• It also includes much that our senses cannot
perceive.
 Reality with Substance:
• Reality includes things with physical shape and
composition (books, chairs)
• It includes all that we commonly refer to as
matter – rocks, soil, water, and plants.
• In general, it is all that the eye can see or the
sense of touch can detect.
 Reality without Substance:
• Reality also includes elements without
physical shape and composition (air, time,
color)
• The invisible air we breathe is as real as the
ground we walk on.
 The Reality of Events:
• All the events that take place in the real world
• By events we mean any changes in the
relationships among the parts of reality.
• For example, a moving car over a road changes its
relationship with the parts of reality that surround
it.
• A breeze moving the leaves on a tree.
• Obviously, the parts of reality is not static.
 Position Relationships:
• All of reality must be somewhere.
• Everything must have spatial relationships
with other things
• For example, a box may be stacked on another
box, and it may have objects inside it, and
these objects are arranged in some way within
the box.
Questions:
1. Explain the role of communication in the
development of civilized society.
2. Discuss the role of communication in
organized activity.
3. “ One cannot communicate.” Discuss.
 The Infinity of Reality:
• Reality is infinitely complex. We do not
perceive these intricacies.
• When we symbolize our reactions to reality,
we symbolize our reactions to a small part of
the whole and to parts that others perceive
differently than we do.
 Infinity in a Sheet of Paper:
• For example, when we inspect a blank sheet
of paper under a microscope, countless
variations exist on that sheet of paper. We see
would see that the paper is made up of
thousands of compressed fibers.
 Limiting Effects on Perception:
• There are two reasons why we cannot
perceive infinity in reality:
i. Inadequacy of Sensory Organs:
• Our sensory organs cannot pick up everything.
• For example, our eyes cannot detect all the
minute details of reality. Our ears can detect
only some of the sound that occur around us.
ii. Perception Differences:
• We perceive reality differently. No two
perceptions are exactly the same.
• When people communicate their perceptions
of the same objects or events, are they really
communicate the same thing?
 Uniqueness in Everything:
• Reality is also unique as there are no exact
duplicates.
• Grains of sand, snowflakes, and human beings
are all different.
• No two events can ever be precisely the same.
 Applications of Uniqueness in Communication:
• Oral and written reports, specialized terms,
and business correspondences should
emphasize the uniqueness of reality.
• Communication in business is always better
when it emphasizes the uniqueness of a
situation.
 All in Process
• A third observation we can make of the real
world is that it is a world of process.
• It is forever changing and nothing remains
static.
• Some illustrations will prove this point:
 Changes in Inanimate thing:
• All objects in reality continuously change.
• For example, a chair.
• Such changes are obvious over long time
periods. Others are more apparent and occur
more rapidly.
 Changes in Living Things:
• Living things change, too.
• Our physical characteristics change.
• Our minds change.
• Compare your mind today with the one you
had when you were of 10.
 Error Effects on Perceptions:
• Perception that view reality as static are
incorrect.
• Perception errors occur among countries from
generation to generation.
 Changing Reality and Business Communication:
• The failure to communicate change can be a
major cause of error in business
communication.
Relative Nature of Perception:
• Our perceptions of reality differ because our
position of reference differ.
• Reality becomes more complex because of
differences in our perceptions of it.
• For example, the crew of a military aircraft may
see its missiles form interesting puffs of smoke as
they hit their targets; ground observers may see
terrible destruction.
 Truth and Reality:
• It is said that complete truth is a myth because
we do not perceive all of reality, and we
perceive reality differently.
• We have seen that the real world is so
complex that it is impossible to know
everything about anything, and because we
cannot know everything about anything.
Questions:
1. What is the relationship of reality to
communication?
2. Discuss the reality around you that your
senses cannot detect.
3. An ancient philosopher once noted that we
cannot step into the same river twice.
Discuss.
 Chapter-4
The Filter of the Mind
• It concerns how we give meaning to the
reality our sensory receptors pick up and pass
through our minds.
• Our filters consists of knowledge, view-points,
and emotions.
 A Store House of Knowledge
• Basic to our analysis of the filter is the role
that knowledge plays in determining
meanings.
• We all know, our minds serve as storehouse of
knowledge.
• Knowledge stored governs the meaning given
perceptions.
• For example, lack of knowledge about a radio
could lead to misinterpretation.
• However, the correct knowledge leads to
correct interpretation.
• In summary, knowledge influences meaning
given to perceptions.
• Knowledge can be true or false. Both
determine meanings given.
 The Role of Opinions, Attitudes, and Beliefs
• Like our storehouse of knowledge, our
opinions, attitudes, and beliefs strongly
influence how we interpret the information
our receptors pick up and relay through our
minds.
• Opinions, attitudes, and beliefs are viewpoints
of differing intensity:
# Opinions:
• Opinions concern less critical areas of life.
• Foe example, one may have opinions about
latest fad in ladies’ fashion, the merits of an ad
technique.
# Attitudes:
• Attitudes are our viewpoints on more
important matters.
• They are more vital than the everyday matters
of opinions.
• It’s about how one thinks on different issues
like employment of women, and labor-
management relations.
# Beliefs:
• Beliefs are our viewpoints on the most critical
values in life.
• They concern those matters we hold most
dear. For instance, issues of morality, religion,
government, the immortality of the soul, and
in witchcraft.
 How Viewpoints are Formed ?
• We form viewpoints in five ways:
1. Through Objective Reasoning:
• We reach some of our viewpoints through
rational thought processes. This is the pattern
of thinking that wise people have followed
since the beginning of civilization.
 2. Social Strata and Viewpoints:
• Our social strata also plays a strong role in
determining our viewpoints.
• By social strata we mean the levels or
segments of society into which we belong-
whether we are rich or poor, Hindu or
Christian, male or female, white or black and
English or Nepali.
• Such divisions and segments condition us to
view reality in a manner to which we belong
to.
• Five areas of our social strata play significant
roles in determining viewpoints:
i. Economic Class.
ii. Residence ( where one lives )
iii. Ethnic inheritances ( those of national, racial,
and religious origins )
iv. Sex
v. Age
 3. Early Influence of the Family:
• We acquire many of our viewpoints from
those around us. Family members are the
most important influences.
4. Change Effects of Groups:
• Groups to which we belong can change our
viewpoints.
• Throughout our lives, we hold memberships in
many groups-religious, family, social and so
on, and we are heavily influenced by the
thinking within them.
 5. Self-Interest as a Determinant of Viewpoints:
• We hold some viewpoints to please ourselves.
• “ Everybody does it. It is our just share.”
Questions:
1. Select an incident from your experience that
illustrates how knowledge affects
communication.
2. Explain and illustrate the ways in which
viewpoints can change.