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EFFECTIVE BUSINESS

COMMUNICATION

Chapter 1 effective

COMMUNICATIONS in

business

1. An organization is a group of people associated for business, political, professional, religious, athletic, or social purposes

Internal communication

 Communication is life blood of every organization

 Downward, upward,horizontal

 Downward from management to employees:job directions,safety rules,organizational strategy,products, employee benefits etc.

Internal comm. Contd.

 Upward communication:from employees to management

 Examples: frank comments from employees on policy issues,periodic reports, opinions, complaints, problems,input in decision-making

Internal comm. Contd.

 Horizontal communication:from managers to their peers in the org.

 Examples:problem solving, performing job duties,preparing for meetings,cooperating on important projects.

External communication:

 Communication outside the organization with other organizations, clients,media and public.

 Examples:letters,proposals, reports,telephone calls,or personal conversations

External communication

contd.

 Examples: enhancing public image through public speeches,tactful replies to comments and criticisms,free informative pamphlets,annual reports, image-building interviews with media.

Benefits of comm. In

career

 Managers spend 50% time communicating

 Technical workers spend 40% time communicating

 Office materials and energy/rent charges are some of biz. Costs

 Unclear,poor comm. Wastes resources,endangers lives

Benefits for career contd.

 Your job, promotion and professional reputation depend on effective communication of knowledge,proposals,ideas.

 Comm.Skills part of job requirement in 85% technical,research and managerial jobs

Preparing for comm.

 Comm.Is meant to build goodwill for your organization and with your audience

 Choose ideas carefully

 Patience and understanding

 Integrity with a valid code of ethics

Preparing for

Comm.Contd.

 Reasonable facility with English

 Applied knowledge of communication process

 Knowledge of cultural conventions of your audience

 Developing an open mind in addressing communication problems

Components of communication

or communication cycle

 Context

 Sender-encoder

 Message

 Medium

 Receiver-decoder

 Feedback

Communication cycle

 Context: every message has a background of culture, country, organization,internal or external stimuli

 Every organization has its own conventions, philosophy or rules for communicating messages

Communication cycle

 Sender encodes the message (encoder) in writing or speaking,using symbols and words to get desired response

 If response received is desired then communication was effective

Communication cycle

 Encoder sends the message

 Message may be verbal (using words) written or spoken

 Message may be nonverbal (using unspoken symbols)

 Both your context and audience must be considered

Communication cycle

 Medium carries the message

 Examples:phone, email, letter, report etc. According to relationship between sender & receiver

 Importance,no.Of receivers,cost,and amount of information determine medium

Communication cycle

 Media inside your organization:

 Memos, informal reports,bulletins,employee manuals, notice boards,circulars etc.

 Media outside organization:  Letters,reports,proposals, Contracts,ads,brochures,faxes,news releases

Communication cycle

 Receiver-decoder is the reader or listener who interprets or decodes the message

 Decoder is as much influenced by context,internal/external stimuli,nonverbal factors such as sight, hearing etc.

Communication cycle

 Feedback is the desired response,oral or written, based on clear understanding of message  Or undesired response due to miscommunication of symbols in the message

 Feedback should be timely  Silence is an ineffective feedback

CONTEXT

SENDER MESSAGE RECEIVER

ENCODER MEDIUM DECODER

FEEDBACK

Concepts and problems of

communication

 Communication problems can occur due to each person’s unique mental filter or understanding. Three types of problems can occur:

 Conventions of meaning

 Perceptions of reality

 Values, attitudes and opinions

Problems in Conventions

of Meaning

 Miscommunicated Instructions: when sender and receiver attribute different meanings to same words

 Bimonthly ‘twice a year’ or ‘every two months’

 Tenement ‘holding of land’ in law

 To table a proposal: ‘to postpone’ it in US English, ‘to act’ in UK English

Problems in Conventions

of Meaning 2

 Denotations, Connotations, and Euphemisms

 Denotations: dictionary meanings

 Connotations: personal /qualitative meanings e.g palace, bungalow, shack, amnesty, feminist, liberal etc.

 Euphemisms: polite words for offensive, blunt ones

Problems of Perception of

Reality

 Abstracting: focusing on some details omitting others

 Necessary, desirable abstracts

 Slanted statements

 Inferring: reasoning from evidence

 Necessary, Desirable inference

 Unwarranted assumptions

Problems of Values,

Attitudes, and Opinions

 Favorable or unfavorable information

 Inadequate or incomplete Information

 Closed minds

 Sender’s credibility

 Personal, business or environmental stresses