Business Communication

INTRODUCTION
The word Communication originates from

the Latin word communis

Communis means common. Business stands for any economic

activity which is undertaken with a view to earn profits.

The communication undertaken in the

process of this economic activity is termed as Business Communication.

Definition
Communication is defined as giving, receiving or exchanging

information, opinions / ideas by writing , speech or visual means so that the content or material communicated is completely understood by everyone concerned

Nature of Communication
* It is a process - Identifiable flow of interrelated events * It is inevitable - Essential physical, social & psychological exercise * It is a dynamic process - Ever changing * It is meaning based - Link words to create meaning * It could be intentional / unintentional - Intended or unintended * It is systematic - All components are interrelated & affect one another * It is a twoway process - Involves 2 people and must create a response. * It is a social process - Helps people interact & socialize * It is a continuous process - Repeated to achieve desired results * It involves interaction and transaction - Share, exchange & influence

Cont.d
* Needs proper understanding - common meaning. * Leads to achievement of the organizational objective - helps reach object ( primary & secondary ) * It is contextual - Same words may give different meanings * Dispels misunderstanding - To provide Clear understanding & build Camaraderie * It has four specific skills - Read, Write, Speak & Listen (all equally important) * It is all pervasive - Important at all levels, types of organizations * It is spiraling process - Level & Growth not same * It helps share thoughts and ideas, which produce response - otherwise it will not called communication * It is the life blood of business - For. Existence, Growth & Survival

The phenomenal power of the human mind I cdnuolt blveiee taht I cluod aulaclty uesdnatnrd waht I was rdanieg in the phaonmneal pweor of the hmuan mnid! Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer inwaht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe. Amzanig huh? Yaeh, and I awlyas thought slpeling was ipmorantt.
NOTE: I read this somewhere and I just had to pass it

around. The origins of the text is unknown.

Forms of communication
Three broad Categories

* 1. Internal - Operational 2. External - Operational 3. Personal

* 1. Verbal & Non-verbal

2.

Verbal -

a.) oral b.) written

Classification of Communication
Intrapersonal Interpersonal Group Mass Verbal - Oral & Written Non-verbal : Body Language , Non-verbal Cues Meta Communication Formal & Informal Upward, Downward, Diagonal & Horizontal

Importance of communication
To help the smooth functioning of business To help business thrive, survive & be viable To give directives & achieve results/objectives To help prompt Decision Making & Implementation To create awareness of products & services and increase sales thereby ensure business growth. To build human relations To enhance morale & keep employees motivated To maintain good external contacts with outside world To serve as a basis for all managerial functions.

Communication Network
It is the Flow pattern of communication - An Analogy of the human body can be drawn
-

Communication network basis 1. Direction - Upward ,Downward, Horizontal, Diagonal 2. Expression Oral & Written 3. Organization Structure Formal & Informal Wheel, Y , Chain, Kite, Slash & All channel network.

PROCESS OF COMMUNICATION
Involves two or more persons Both participating Needs a medium to carry the information or message Has to have particular purpose mutually understood by both the sender and receiver Only when these conditions are fulfilled, a significant communicative situation will take shape.

Elements of the Communication Process

For the communication process to

materialize, it is essential that the basic elements of communication be identified. These elements are: Sender/Encoder/Speaker Receiver/Decoder/Listener Message Medium Feedback

Working of the Process of Communication

One way communication process SENDER ENCODING MESSAGE
Message

CHANNEL

DECODING by RECEIVER.

Two Way Process -

Channel Encoding Idea Sender Decoding of Feedback Feedback Receiver

Decoding

Encoding of Response

Perceived Meaning & Internal Response

SCOPE OF COMMUNICATION
Unlimited scope , can be understood under two broad headings: External dimension : Build relations with external agencies & stake holders Internal dimension - Within the firm : Vision , Policy, Inter departmental exchange of information In addition to the 2 dimensions, the scope can be further expanded to include:

Oral & Non-verbal communication. Interpersonal, Intrapersonal & Mass Communication. Reading, Writing, Speaking & Listening.

OBJECTIVES/PURPOSE OF COMMUNICATION
The objectives of business communication would include the following: To inform To persuade To educate To train To motivate To integrate To relate To entertain

FUNCTIONS OF COMMUNICATION
Information sharing - Groups / Organizations Feedback - Performance /Achievements Influence - Develop congenial work relationships Problem solving - Conflicting issues in organization Assists in decision making Critical inputs Facilitating change - Spontaneous Group building Build relationships Gate keeping Security to build linkages of organization with outside world Conveying the right message Well understood

Contd.
Helps in coordination of efforts to minimize differences Develop managerial skills Ensures effectiveness of policies Motivates people performance Feedback Job instruction Control people Spread rumors Good industrial relations

7 Cs & 4 Ss of communication

Courtesy - Politeness to improve relations. Clarity - Easy understanding Correctness - Ensures confidence Consistency - Continuity & Stability Concreteness - Confidence reinforcement Conciseness - Brevity Credibility - Trust Building
Simple - Simplicity in Usage of words & ideas Sincerity - Genuine & make believe situation, Short - Economy & brevity, avoid superfluous language. Strength - Conviction of message.

Benefits of Effective Communication

Less misunderstanding
Increased Awareness Improved customer relations

Healthier business relationships

Quick Problem solving & Decision - making Increased Productivity

Enhanced Professional image

Better quality of documents

Essentials of effective communication

Conceptual clarity Good Language Mood & Receptivity Planning Positive approach Feedback Proper channel Time factor Well informed Target audience

EVALUATION OF COMMUNICATION EFFECTIVENESS

Communication effectiveness can be examined in relation to the following criteria:

Fidelity of communication Economy Congruence

Influence
Relationship building

Importance of Communication in Management

Management as a discipline includes every conceivable form of communication. Some Important Functions of Managing

Forecasting Planning Organizing Instructing Coordinating Controlling

ORGANIZATIONAL COMMUNICATION
The communication system serves as the vehicle by which an

organization is embedded in its environment. It keeps the members of the organization informed about the internal & external happenings which are relevant & of interest to the organization.
Information to be Communicated in an Organization Broadly, all business communications can be divided into five types of information Statutory information Rules , regulations , terms & conditions of service Regular work-situation Information about work Major policy or operational change information-Changes in policy Information bulletin Information : events ,happenings Communication by expectancy Create expectancy in receiver

Oral Communication

Advantages of oral communication

Immediate feed back Helps build Better Relationships Time Saving Tool for persuasion Tool for group communication Ideal for emergencies Check for effectiveness immediately Immediate action Sure contact Economical

Disadvantages of oral communication

Lack of retention Less / temporary impact No documentation proof Distortions Legal validity nil Possibility of misunderstandings Perceptions vary Unsuitable for lengthy information Constraint of physical barriers Noise, faulty equipment Difficult to assign responsibility Not feasible for a spread out target group.

Tips for effective oral communication

Be confident, sincere / honest

Consider objective /purpose of communication Be brief & precise Be aware of interest levels of receiver Use simple language/familiar words Be clear & avoid vagueness/ambiguity Give full facts using polite words & tone Make communication interesting & pleasant Allow time for response , hear out patiently Be sensitive & courteous with positive body language & gestures Always maintain eye-contact Avoid disagreements, arguments & use of slang Avoid too many repetitions & monotonous/boring speech

Written Communication Characteristics

Formal & conventional Can document Circulation Creative Activity Presence of sender & receiver not required at same place & time Fewer cycles No fixed time limit Impersonal

Methods of written communication

Letters Memorandums Notices Minutes Circulars Manuals Reports Contracts Complaints Manuals

Advantages

Ready reference permanent nature. Legal Validity Promotes Uniformity Mass Access Distance communication Accuracy with no ambiguity Assign responsibility Revision & re-revision of text Corrections possible

Disadvantages
Limited to literates only
Time consuming with no immediate clarification Paper work Efforts Expertise of expression Lack of immediate feedback Expensive - Stationery, dispatch & man hours utilized

Communication Needs in Different Jobs

Job Title Communication Skills

Secretary Finance Associate/Finance

Proficiency & writing skills. Ability to communicate clearly with clients & others.

Product Manager Sales Representative

Develop & communicate product strategies. Excellent oral communication, follow up skills and ability to draft proposals.

Personnel Manager

General knowledge of proposal preparation: good oral/ written

communication skills.

Production Manager

Ability to write & read, listening to grievances, ability to

conduct interviews.

Contracts Administrator

Ability to communicate precisely to employees working under

his supervision.

Non verbal communication

No words are used.
Use of symbols, signs, sounds &

expressions Communication thru body movements, physical appearance, voice quality, space, touch & territory.

Non verbal Communication characteristics

Instinctive in nature - Attitudes, Feelings

No conscious effort - Less deliberate Subtle - Need skills to understand NV Cues Complements Verbal communication Part of overall communication activity

Many times non verbal communication speaks louder than words

Colors also Communicate

Red - Danger, Stop. Green - Growth, Go

Yellow - Friendship
White - Peace, Purity

Black - Evil, Dark

Blue Calm , Serene

CONCLUSION
Communication is : Process of sharing & understanding information

meaningfully Important component of all activities in work & non-work life. Sender, Message, Receiver, Channel & feedback are elements of communication process, so also encoding & decoding. Reading, Writing, Speaking & Listening are 4 , all important skills of communication Facilitates all management functions Considered the LIFEBLOOD of an organization.

Thank you