Business Communication

Session 1 & 2

Communication & its Process

Functions of Organizational Communication

by
Irfan Sheikh

Communication and its role?

Communication is a process of transferring
information from one entity to another.
Communication is commonly
defined as "the imparting or
interchange of thoughts,
opinions, or information
by speech, writing, or signs".

Process of Communication
The communication process consists of a message being sent
and received. There are five different steps of communication:
1.
2.
3.
4.
5.

Sender has an idea

Sender encodes idea in a message
Message travels over channel
Receiver decodes message
Feed back travels to sender

The Communication Process

Basic Model
5.
Feedback travels
to sender
1.
Sender
has idea

2.
Sender
encodes
idea in
message

3.
Message
travels
over
channel

4.
Receiver
decodes
message

Process of Communication

Functions of Organizational
Communication
There are two types
of organizational communication:
Internal and external.
Both have three basic functions:
To inform
To persuade
To promote goodwill

Functions of Organizational Communication(Continued)

Internal Functions
Issue and clarify procedures and
Inform management of progress
Persuade employees or management to make
changes policies or improvement
Coordinate activities and provide assistance
Evaluate, compliments, reward and discipline
employees
Get to know individuals personality

Functions of Organizational Communication(Continued)

External Functions
Answer inquiries about products and services
Persuade customers to buy products or services
Clarify suppliers specifications and quality
requirements
Issue credit and collect bills
Respond to regulatory agencies
Promote a positive image of the organization

Formality:

Formal Communication established and

agreed procedures
Informal Communication channels not
formally recognised the grapevine

Forms of Organizational
Communication
Organizational communication may be
Oral
Written

Oral :
advantages - questions can be asked and
answered
feedback is immediate and direct
receiver can sense the senders sincerity
more persuasive

disadvantages
can lead to spontaneous, ill-considered statements
there is no permanent record of the communication

Written :
Advantages - message can be revised
provides a permanent record
message stays the same when sent to several
receivers
receiver has more time to analyze the
message
Disadvantages - sender has no control over
where, when, or if the message is read
sender does not receive immediate
feedback
receiver may not understand parts of
the message
message must be longer to answer
anticipated questions

Electronic media
computers talk with others electronically
teleconferencing - groups of people in different
locations interact
Audio-conferencing - using telephone lines
Video-conferencing - see one another on
television monitors
Advantages - sharing of more information
speed and efficiency in delivering routine
messages
inexpensive
Disadvantages - difficulty in solving complex
problems
e-mail most appropriate for routine messages
unsuitable for confidential information

Barriers to
Interpersonal Communication
There are different barriers to interpersonal
communication:
1. Lack of Language Skill
2. Lack of listening Skill
3. Physical Distraction
4. Emotional Interference
5. Frame of Reference
6. Bypassing
7. Environmental Effect
8. Attitudinal Effect

Overcoming to
Interpersonal Communication Barriers
There are different ways to overcome the
interpersonal communication barriers:
1. Encoding, Transmitting and
Decoding Carefully
1. Improving Language Skills
2. Improving Listening Skill
3. Questioning Your Preconceptions
4. Planning for Feedback
5. Selection of Suitable Time
6. A Good Presentation

Guess the Barriers:

Guess the Barriers:

Guess the Barriers:

Guess the Barriers:

Guess the Barriers:

Guess the Barriers:

End