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Business Communication
Definition of Communication
❖ Pitter little defines in his book "Communication in Business" - Communication is the process by which information is transmitted between individuals and / or organization so that an understanding response results. ❖ According to W.H. Newman and CF Summer “Communication is an exchange of facts, ideas, opinions, or emotions by two or more persons”. ❖ Communication is the process by which a source sends a message to a receiver by means of a channel to produce a response (effect) , in accordance with the intention of the source (feedback). ❖ Process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior ⚫ Manager = 80% every working day in direct communication with others – 48 min/hour ⚫ Manager = 20% every work day in communication in the form of reading and writing - 12 min/hour Message Channel Receiver Effect Feedback Sender
Communication Process Model
(Why communication is called double way or two communications?) i)
ii)
iii)
Sender Channel Receiver
Input Message Output Idea Letter, Fax Idea Phone cell, Internet Online E-mail etc. Feed back Feedback So Souurrccee EnEnccooddiinngg (^) CChhaannnneell DeDeccooddiinngg (^) RReecceeiivveerr Noise Sender Encodes Message Channel Feedback Loop (Return message decoded) (Return message encoded)
Channel
Receiver
Decodes
Message
❖ Offering simple acknowledgments ❖ Reflecting meaning (paraphrase) ❖ Reflecting emotions ❖ Using eye contact ❖ Providing non-distracting environment Behaviors that hinder effective listening ❖ Acting distracted ❖ Telling your own story without acknowledging theirs first ❖ No response ❖ Invalidating response, put downs ❖ Interrupting ❖ Criticizing ❖ Judging ❖ Diagnosing ❖ Giving advice/solutions ❖ Changing the subject ❖ Reassuring without acknowledgment
Barriers to Listening
❖ Hearing what you want to hear called selective listening ❖ Thinking of what you are going to say next ❖ Distractions such as co-workers, noise, side conversations etc. ❖ Thinking about the previous customer call ❖ Worrying about the next customer call or work in general ❖ Stress ❖ Getting involved emotionally (instead of logically) ❖ Holding preconceived ideas about the caller’s inquiry ❖ Thinking about personal issues ❖ Making assumptions rather than asking questions
Communication Elements
1. Source and his/her characteristics ❖ Knowledge ❖ Attitude ❖ Communication skills ❖ Social-cultural system
Attributes that affect credibility
❖ Competence ❖ Trustworthiness ❖ Dynamism ❖ Identity with the receiver
2. Receiver ❖ Similar characteristics apply when receiver becomes the source during exchanged roles Two orientations that need to be understood: ❖ His/her psychology ❖ His/her socio-psychology
- Message
Factors that determine the message:
❖ Code ❖ Content ❖ Treatment
Message style to be considered:
❖ One-sided vs Two-sided arguments ❖ Definite conclusion vs. Open conclusion ❖ Repetitive vs. “One-time” appeals
Message style to be considered:
❖ Emotional vs. Rational appeals ❖ Positive vs. Negative appeals ❖ Humorous vs. Serious appeals
4. Channel ❖ means by which the message travels between the source and the receiver; ❖ a mode of coding and decoding ❖ can be in the form of interpersonal or mass media
Criteria: Channel selection
❖ Availability ❖ Cost ❖ Users’ preference and receivers’ access ❖ Impact
Criteria: Channel selection
❖ Adaptability to the communication purpose ❖ Adaptability to the message content ❖ Type of recipient and their stage in the adoption process
Effective Modes of Communication
Visual communication Visual communication is communication through visual aid. It is the conveyance of ideas and information in forms that can be read or looked upon. Primarily associated with two dimensional images, it includes: signs, typography, drawing, graphic design, illustration, colour and electronic resources. It explores the idea that a visual message with text has a greater power to inform, educate or persuade a person. ❖ Major parts in human face to face communication which are body language, voice tonality, and words. ❖ According to the research: ➢ 55% of impact is determined by body language—postures, gestures, and eye contact, ➢ 38% by the tone of voice, and ➢ 7% by the content or the words used in
Advantages of Effective Communications
Effective
Communication
Improved stakeholder response Stronger decision making Steadier work flow Clearer promotional materials Enhanced professional image Quicker problem solving Stronger business relationships Increased productivity
Communication Channel Richness
(Advantages and Disadvantages of Slow and Speedy Communications) Communication Rights and Responsibilities RIGHTS a. You have the right to be treated with respect. b. You have the right to have and express your own opinions. c. You have the right to ask for what you need and want in order to be effective. d. You have the right to set reasonable limits.
RESPONSIBILITIES
- You have the responsibility to treat others with respect.
- You have the responsibility to listen to the opinions of others.
- You have the responsibility to acknowledge and address the needs of others.
- You have the responsibility to respect the limits and boundaries of others. Formal Channels of Communication
➢ Active listening Upward Communication ❖ Messages transmitted from the lower to the higher levels in the organization’s hierarchy ➢ Problems and exceptions ➢ Suggestions for improvement ➢ Performance reports ➢ Grievances and disputes ➢ Financial and accounting information Upward Communication Problem ❖ Many organizations make a great effort to facilitate upward communication ❖ Despite these efforts, barriers to accurate upward communication exist ➢ Managers may resist hearing about employee problems ➢ Employees may not trust managers sufficiently to push information upward Horizontal Communications ❖ Lateral or diagonal exchange of messages among peers or coworkers ❖ Horizontal communications categories ➢ Intradepartmental problem solving ➢ Interdepartmental coordination ➢ Change initiatives and improvement Diagonal Communication ❖ According to Koonty and Weihrich Diagonal communication includes "Diagonal flow of information with persons at different levels who have direct reporting relationship. As for example, if there is any exchange" of information and data through communication between the manager production with related affairs with the Asstt. Manager. Sales, then it called Diagonal communication. ❖ In an emergency situation to maintain organizational / operational normalcy and speed this sort of communication is necessary. Team Communication Channels Special type of horizontal communication ❖ Team communication characteristics to consider ➢ The extent to which team communication is centralized ➢ The nature of the team’s task Team Communication Channels ❖ Organizational Implications ➢ With complex and difficult team activities, all members should share information in a decentralized structure – all information with all members
➢ With simple problems, centralized communication structure – communicating through one individual to solve problems or make decisions Personal Communication Channels Coexist with formal communication channels ❖ Exist outside formal authorized channels ❖ Do not adhere to organization’s hierarchy of authority ❖ Primary way information spreads and work gets accomplished Personal Communication Channels ❖ Three important types of channels ➢ Personal Networks ➢ Management By Wondering Around ➢ Grapevine Developing Personal Communication Networks ❖ Build it before you need it ❖ Never eat lunch alone ❖ Make it win-win ❖ Focus on diversity Two Grapevine Chains Open Communication ❖ Sharing all types of information throughout the company, across functional and hierarchical levels ❖ Recent trend - reflects manager’s increased emphasis on ➢ Empowering employees
❖ Emotions ❖ Language ❖ Assumptions ❖ Fears ➢ Reluctance to confront ➢ Ridicule, rejection, fear of being wrong ❖ Authority relationships ❖ Unmanaged stress ❖ Corporate culture
Ways to Overcome Communication Barriers
Barriers How to Overcome Individual Interpersonal dynamics Active listening Channels and media Selection of appropriate channel Channels and media Knowledge of other’s perspective Inconsistent cues Management By Walking Around
Organizational Climate of Trust, dialogue
Status and power differences Development and use of formal channels Departmental needs and goals Changing organization or group structure to fit communication needs Communication network unsuited Encouragement of multiple channels, formal and informal Lack of formal channels
Business Communication
Persuasive Message In the 21st^ century, business depends more and more on persuasion and buy-in to get quality work done. You can command people to make widgets. You can’t command people to be creative. And even if you are making widgets, just going through the motions isn’t enough. You want people to make high-quality widgets while reducing scarp and other costs. Internal commitment is needed to make that happen. External motivation does not last. Some people will buy a certain brand of pizza if they have a “2 for the price of 1” coupon. But if the coupon expires, or if another company offers the same deal, customer may leave. In contrast, if customers like your pizza better-in other words if they are motivated internally ot choose it- then you may keep your customers even if another company comes in with a lower price. Persuasive message include ❖ Orders and requests; ❖ Proposals and recommendations; ❖ Sales and fund-raising letters; ❖ Job application letters;
❖ Reports, if they recommend action; ❖ Efforts to change people’s behavior; such as collection letters, criticism or performance appraisals where you want the subordinate to improve behavior, and public-service ads designed or reduce drunken driving, drug use, and so on. Purposes of persuasive messages Primary Purposes: ❖ To have the reader act. ❖ To provide enough information so that the reader knows exactacly what to do ❖ To overcome any objections that might prevent or delay action. Secondary Purposes ❖ To build a good image of the writer; ❖ To build a good image of the writers organization;
❖ To cement a good eliminate future correspondence on the same subject so the
message does not create more work for the writer.
What is the best persuasive strategy?
It depends on how much and what kinds of resistance you expect Use the direct request pattern when ❖ The audience will do as you ask without any resistance; ❖ You need a response only from the people who are willing to act; ❖ The audienc is busy and may not read all the messages received; ❖ Your organizations culture prefers direct requests. Use the problem-solving pattern when ❖ The audience is likely to object to doing as you ask; ❖ You need action from everyone; ❖ You trust the audience to read the entire message; ❖ You expect logic to be more important than emotion in the decision. What is the best subject line for a persuasive message? ❖ For direct request, the topic, or a question ❖ For problem-solving messages, use a directed subject lime or a reader benefit Writing Direct Requests
- Consider asking immediately for the information or service you want
- Give readers all the information and details they will need to act on your request
- Ask for the action you want i) Do you want a check?
❖ A report carries information from someone who has it to someone who needs it. A report is a basic management tool used in decision making. Types of Report ❖ Oral Report: An oral report can be derived at any time. An oral report tends to be vague. It may be encumbered by the presence of irrelevant facts while some significant ones may have been overlooked. In a written report the writer tries to be accurate and precise. ❖ Written Report: But a written report is a permanent record. A written report can change hands without any danger of distortion during transmission. A written report can be referred to again as again. The reporter can not deny what he has reported once. ❖ Types On Forms of Report ➢ Informal Report: Person to person ➢ Formal Report: Prescribed form according to established procedure. ❖ Types On legality ➢ Statutory: According to procedure & law. ➢ Non-Statutory: To help management to formulate policies ❖ Types On Time Period ➢ Periodical Report: At regular intervals ➢ Special Report: Single occasion ❖ Types On Objectives of Report ➢ Informative: Pertinent to an issue or situation ➢ Interpretative or Investigative: Analyses, facts, draws conclusions, makes recommendation.
Characteristic of the Good Report
❖ A good report may be under below ➢ Precise and brief ➢ Accurate (factually and grammatically) ➢ Relevant ➢ Reader - Oriented ➢ Objective ➢ Clear ➢ Unambiguous and simple Branch Manager Report on general Inefficiency & Negligence of Duty ➢ Letter Head from the person the report is being submitted. ➢ Letter no. ➢ Date ➢ Person or authority to whom the report is being submitted ➢ Subject of the report ➢ Reference ➢ Introduction
Branch Manager Report on general Inefficiency & Negligence of Duty ❖ - Complaints ❖ - Investigations ◼ 1. ◼ 2. ◼ 3. ◼ 4. ❖ - Findings ( affect, result and consequences) ◼ 1. ◼ 2. ◼ 3. ◼ 4. ❖ - Recommendations : ◼ 1. ◼ 2. ◼ 3.
2. Circular Letter
Define Circular Letter ❖ Message which communicate a large number of his customers and suppliers - that circulate the same message. Written in an attractive style and appropriate tone, these letters prove quite effective. ❖ Care must be taken to make a circular letter interesting. The reader does not anticipate a circular letter and unless his attention is attracted and interest sustained, he is likely to discard it. These are of the “You" attitude, catchy words and sentences, and different types, colors, etc. are some ingredients of an effective circular letter. Objectives of Circular Letter There are four objectives of writing a circular letters: ❖ The obtain publicity for a cause, a companies or merchandise ❖ To make the reader interested in their contents ❖ To impress the reader with facts and information about the firm, its policy and events which may have necessitated the sending of the circular letter. ❖ To gain the confidence of the readers Contents of Circular Letter ❖ The name and address of the new Branch is of course, given in the letterhead. ❖ Tell something about the development of the business and its popularity elsewhere. ❖ Give the date of the opening of the new Branch. ❖ Describe the goods and service offered. ❖ Invite the customer to the store or offer your personal attention to him for proving your claims about goods and services.
5. Minutes
❖ Minutes , also known as protocols, are the instant written record of a meeting or hearing. They typically describe the events of the meeting, starting with a list of attendees, a statement of the issues considered by the participants, and related responses or decisions for the issues. ❖ Minutes may be created during the meeting by a typist or court recorder, who may use shorthand notation and then prepare the minutes and issue them to the participants afterwards. Alternatively, the meeting can be audio-recorded or a group's appointed or informally assigned Secretary may take notes, with minutes prepared later. ❖ It is usually important for the minutes to be terse and only include a summary of discussion and decisions. A verbatim report is typically not useful. The minutes of certain groups, such as a corporate board of directors, must be kept on file and are important legal documents. Format of Minutes ❖ Generally, minutes begin with the name of the body (e.g. a committee) holding the meeting, place, date, list of people present, and the time that the chair called the meeting to order. The minutes then record what was actually said at the meeting, either in the order that it was actually said or in a more coherent order, regardless of whether the meeting follows any written agenda. A less-used format may record the events in the order they occur on the written agenda, regardless of the actual chronology. ❖ Since the primary function of minutes is to record the decisions made, all official decisions must be included. If a formal motion is proposed, seconded, passed, or not, then this is recorded. ❖ Minutes typically include whether a report was presented, a legal issue was discussed (such as a potential conflict of interest), if a particular aspect of an issue was considered, or that a person arrived late (or left early) at a particular time. The minutes may end with a note of the time that the meeting was adjourned. ❖ Minutes are sometimes submitted by the person who is responsible for them (often the Secretary - not the typist) at a subsequent meeting for review. The traditional closing phrase is "Respectfully submitted," (though this is no longer common) followed by the officer's signature, his or her typed (or printed) name, and his or her title.
6. Memorandum (memo)
❖ A memorandum or memo is a document or other communication that helps the memory by recording events or observations on a topic, such as may be used in a business office. The plural form is either memoranda or memorandums , or memos for the short form. ❖ A memorandum may have any format, or it may have a format specific to an office or institution. In law specifically, a memorandum is a record of the terms of a transaction or contract, such as a policy memo, memorandum of understanding, memorandum of agreement, or memorandum of association. Alternative formats include memos, briefing notes, reports, letters or binders. They could be one page long or many.
❖ Dean Acheson famously quipped that "A memorandum is not written to inform the reader but to protect the writer". Charles Peters wrote that "bureaucrats write memoranda both because they appear to be busy when they are writing and because the memos, once written, immediately become proof that they were busy."[1]
7. Press Release
❖ Press release cover important events like appointments, new contracts, new products, collaborations and mergers, conference, social welfare projects etc. ❖ Press release is often prepared by reporters on the basis of the press releases issued by the companies. ❖ Any important organizational discussion, meetings, conference, workshops decisions needs national circulation for general public awareness/advertisement then it is published in national daily papers. For this the letter is issued addressing to the editor of national dailies expressing salient portion of the aspect to be published is called press release. Characteristics of a Good Press Release ❖ News worthy ❖ Factually true ❖ Brief ❖ Simple language ❖ Suitable publication ❖ Answers as many as of five W's as important ❖ Have a catchy heading ❖ Be written in short paragraphs ❖ Be accompanied with a covering letter. Five W's for Press Release WHO : Name the people involved Names are usually news work WHAT : Say what happened that is news worthy WHEN : Mention time, since old news is no news, the timing of the press release is extremely important. WHERE : Location is also important. WHY : It may not always be possible to answer why, but if these details are included, they impart depth to the release.
