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BUSINESS COMMUNICATION UNIT -1.pdf
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- 2. UNIT I :( 8 Hours) Introduction: Role of communication – defining and classifying communication – purpose of communication – process of communication –characteristics of successful communication – importance of communication in management – communication structure in organization – communication in crisis barriers to communication. Case Studies UNITII: (8 Hours) Oral communication: What is oral Communication – principles of successful oral communication –what is conversation control – reflection and empathy: two sides of effective oral communication – effective listening – non – verbal communication. Written communication: Purpose of writing – clarity in writing – principles of effective writing – approaching the writing process systematically: The 3X3 writing process for business communication: Pre writing – Writing – Revising – Specific writing features – coherence – electronic writing process.
- 3. UNITIII: (8 Hours) Businessletters and reports: Introduction to business letters – writing routine and persuasive letters – positive and negative messages- writing memos – what is a report purpose, kinds and objectives of report writing. Presentation skills: What is a presentation – elements of presentation – designing a presentation. Advanced visual support for business presentation types of visual aid UNITIV: (8 Hours) Employment communication: Introduction – writing CVs – Group discussions – interview skills Impact of Technological Advancement on Business Communication networks – Intranet – Internet – e mails – SMS – teleconferencing – video conferencing. Case Studies UNITV : (8 Hours) Group communication: Meetings – Planning meetings – objectives – participants – timing – venue of meetings – leading meetings. Media management – the press release press conference – media interviews Seminars – workshop – conferences. Business etiquettes. Case Studies
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- 6. Latin word ‘communis’means ‘common’ or ‘shared’ Defining Communication Definition - The interchange of thought or information between two or more persons to bring about mutual understanding. Characteristics Involves at least two PERSONS Transfer of ideas, facts, emotions, gestures, symbols, and action – THOUGHT/ INFORMATION Correct UNDERSTANDING at both end Intentional or unintentional Two-way process Feedback is essential Dynamic process Systematic
- 7. Communication: Definitions • KeithDavis: “Communication is a process of passing information and understanding from one person to another.” • Louis Allen: “Communication is a bridge of meaning. It involves a systematic and continuous process of telling, listening and understanding.”
- 8. Characteristics/ Features/Nature of communication •Communication involves at least two persons • Communication is a two way process • Communication is a continuous process • Communication is a dynamic process • Communication is inevitable • Communication is goal oriented • Communication is pervasive process • Communication is a social activity • Communication requires specific skills
- 9. Role of BusinessCommunication INTERNAL COMMUNICATION – Emails, Memos, Minutes of meetings, proposals, presentations, teleconferencing etc. EXTERNAL COMMUNICATION – Website content, blogs, official twitter, press releases, advertisement, pamphlets etc Foundation of psychologically healthy workplace practices Scope of Business Communication
- 10. INTERNAL COMMUNICATION Internal communicationis information exchange within the organization. Messages can be exchanged via personal contact, telephone, e-mail, intranet (the website accessible only by employees) etc. Internal communication as a way of information exchange within the organization can be vertical, horizontal and diagonal. Internal communication helps employees in performing their work, developing a clear sense of organization mission and identifying and promptly dealing with potential problems
- 11. External Communication • Itis that part of an organization's structured communication concerned with achieving the organization's work goals that is conducted with people and groups outside the organization. • It is the organization's communication with its publics — suppliers, service companies, customers, and the general public. • Into this category fall all of the organization's efforts at direct selling— sales representatives, sales spiels, descriptive brochures, telephone call backs, follow-up service calls, advertising efforts. • Radio and television messages, newspaper and magazine space advertising, and point-of-purchase display material obviously play a role in the organization's plan for achieving its work objective. Public relations are also included.
- 12. Purpose of Communication •Flow of Information • Coordination • Learning and executing Management Skills • Preparing People to Accept Change • Developing Good Human Relations • Encourage Ideas of Subordinates Answer please – you can raise hands • T o Inform • ToPersuade • T o Educate • ToTrain • T o Motivate • T o Integrate • ToMake good relations • For Image building • For employees orientation
- 13. 1. Flow ofInformation: The relevant information must flow continuously from top to bottom and vice versa. The staff at all levels must be kept informed about the organisational objectives and other developments taking place in the organisation. A care should be taken that no one should be misinformed. The information should reach the incumbent in the language he or she can understand better. The use of difficult words should be avoided. The right information should reach the right person, at right time through the right person. 2. Coordination: It is through communication the efforts of all the staff working in the organisation can be coordinated for the accomplishment of the organisational goals. The coordination of all personnel’s and their efforts is the essence of management which can be attained through effective communication.
- 14. 3. Learning ManagementSkills The communication facilitates flow of information, ideas, beliefs, perception, advice, opinion, orders and instructions etc. both ways which enable the managers and other supervisory staff to learn managerial skills through experience of others. The experience of the sender of the message gets reflected in it which the person at the receiving end can learn by analyzing and understanding it. 4. Preparing People to Accept Change The proper and effective communication is an important tool in the hands of management of any organisation to bring about overall change in the organisational policies, procedures and work style and make the staff to accept and respond positively.
- 15. 5. Developing GoodHuman Relations Managers and workers and other staff exchange their ideas, thoughts and perceptions with each other through communication. This helps them to understand each other better. They realize the difficulties faced by their colleagues at the workplace. This leads to promotion of good human relations in the organisation. 6. Ideas of Subordinates Encouraged The communication facilitates inviting and encouraging the ideas from subordinates on certain occasions on any task. This will develop creative thinking. Honoring subordinates’ ideas will further motivate them for hard work and a sense of belonging to the organisation will be developed. It will provide them with the encouragement to share information with their superiors without hesitation. The managers must know the ideas, thoughts, comments, reactions and attitudes of their subordinates and subordinates should know the same from the lowest level staff of their respective departments.
- 17. Functional conversation –topic /information is very important – socializing is less imp. Social interaction/ Small talk - topic is less important – bonding and socializing is more imp. Ex. – class room lecture, presentation or a business meeting Ex. lunch/Break time, friendly get-togethers etc. Communication is used for:
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- 20. Formal Communication Pathsof communication that are institutionally determined Scalar chain of command – follows the line of management Takes place in the form of manuals, meetings, forms & reports BASED ON RELATIONSHIP
- 21. Formal Communication Refers tothe official communication which takes place following the chain of command in the organization. • It flows in 4 directions: • Downward • Upward • Horizontal/ Lateral • Diagonal/ Crosswise
- 22. Informal Communication Does notfollow the official recognized channel Result of social interaction Network or pathway is called grapevine Untrue part - rumor Flow of information takes place in all directions Transmission of the information is rapid Selective about people who receive the information Extends beyond hierarchy
- 23. Informal Communication/Grapevine • Theinformal communication is not officially sanctioned. • It is popularly referred to as grapevine. • This is because it runs in all directions irrespective of the formal structure.
- 24. What causes Grapevineto be Active? • Excitement and Insecurity • Involvement of friends and associates • Topic of Interest • Conversation opportunity • Personality
- 26. Single Strand Chain •It flows like a chain, i.e., ‘A’ tells something to ‘B’ who tells it to ‘C’ and so on. • The longer the strand the more misrepresentation and filtering affects • Most inaccuracies occur in this chain • In this info. flows from one to other in a sequential order
- 27. Gossip Chain • Oneperson tells to other people. • This chain passes a message regarding a ‘not-on- job’ nature • Generally considered to be slow in passing the information
- 28. Probability Chain • Informationmay move from anybody to anybody. • This chain is found when the information is somewhat interesting but not really significant. • Only some people in the organization will get to know the information.
- 29. Cluster Chain • Individualcommunicates with only those individuals he/she trust • Cluster chain is the dominant grapevine pattern in an organization • Most informal communication flows through this chain
- 30. Grapevine Participants • Bridgersor Key Communicators • Baggers or Dead Enders • Beaners or Isolates
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- 33. Bottom-up communication (UPWARD) Employeeneeds, values, perceptions and opinions Helps in Tailoring programs and policies Top-down communication (DOWNWARD) Employee awareness – attendance, rules etc. clear explanation of roles and duties Feedback - - employee surveys, suggestion boxes, meetings, multiple communication channels Communicates - Clear goals and objectives
- 34. Diagonal communication isa sort of hybrid between vertical and horizontal communication. It's a direct dialogue between employees of differing ranks who are not in the same chain of command. For example, a software developer might collaborate with a marketing manager to better understand product needs and positioning. HORIZONTAL Two-way communication Transparency and involvement DIAGONAL
- 35. BASED ON EXPRESSION Verbal---- Oral OR Written
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- 39. Elements of Non– Verbal Communication Appearance: Speaker: clothing, hairstyle, neatness, use of cosmetics. Surrounding: room size, lighting, decorations, furnishings. Body Language: Facial expressions, gestures, postures. Sounds: Voice tone, Volume, Speech rate.
- 40. Process of CommunicationTwo-way process For creating a shared understanding Effective communication Message conveyed by the sender is understood by the receiver in exactly the same way as it was intended. (Video – https://www.youtube.com/watch?v=JwjAAgGi-90 ) Initiates Symbols, signs, body gestures Depends upon interpersonal relationships and urgency Target Interpretation Ensures effectiveness Obstacles or barriers
- 42. Elements/Components of Communication Process •Sender/Encoder • Message • Medium • Receiver/Decoder • Feedback
- 43. 7 Cs ofEffective Communication Characteristics of successful communication
- 44. Characteristics of SuccessfulCommunication Clear - Sentences should be short and simple - Prefer the active voice over the passive voice - use bullet points to cover several points PASSIVE ACTIVE A movie is going to be watched by us tonight. We are going to watch a movie tonight. The house will be cleaned by me every Saturday. I will clean the house every Saturday. You will be taught by me everyday. ?? Courteous - Honest, respectful, considerate, open (transparent) and polite - not racist or misogynist – not even in humor Complete – All relevant details must be disclosed while considering the receiver Correct – Avoid Typo errors, use facts and figures, use right level of language
- 45. Emotional Awareness andControl – Emotions guide us, but they should not be expressed out of proportion 2013 2013 Concise - Normal attention span is just a few seconds long - Long and lengthy communication is boring Concrete - Arguments should have data that suitably backs it up Coherent - well-planned, logical and sequential presentation Source : Microsoft consumer study 2013 In Addition to 7 C’s Listening - With the objective of understanding