Mba Business Communication Slide

Basics of Communication Meaning: It is a process by which we exchange meaning, facts, ideas, opinion or emotions with other people. The word communicate has been derived from the Latin word

In some way or the other, knowingly or unknowingly, we are communicating. The importance of communication is so much to the organisation that the very survival of the business depends on it. Also it links the various components of the organisation to the external world. Hence, communication is like a glue that holds the organisation together.

Importance and growth of communication:  Growth

in the size of organisations.  Growth of trade unions.  Growing importance of human relations.  Public relations.  Advancement in behavioural sciences.  Technological advancements

Purpose of Internal communication: Establishing goals and spreading the message to the employees by leading, motivating and encouraging people to put in their best. Purpose of External communication: It has to be aware of the needs of the customers, availability of the suppliers, the regulation of the Government and the concerns of the society only through effective communication.

SENDER

FEEDBACK

DECODING

Process of communication:

ENCODING

MESSAGE

RECEIVER

CHANNEL

Process of Communication: 1. Sender: (Who) The person who wants to transmit the message. 2. Encoding: Sender choosing certain words or non-verbal cues to send a message. It is known as encoding. Considerations while encoding: i. What to include ? ii. How will the receiver understand it ? iii. Will it affect one’s relationship ?

3. Message: (What) A message

is any signal, sign or symbol that arouses the response of a receiver It can be  Verbal (Written or spoken) Connected with words or use of words.  Non verbal (Silence, yawns, appearance etc).

4. Channel: (How) Electronic media,

printed words, graphs or by sound (Write and speak). Choice depends upon  Inter relationship between the sender and the receiver.  Distance  Urgency  Number of receivers  Cost involved  Quantity of information.

5. Receiver: Any person to whom the message is directed is known as a receiver. 6 . Decoding: Attaching meaning to the words read or heard by the receiver is called as decoding. Accuracy of decoding depends upon the individual experience of the receiver.

6. Feedback: Receivers response or reaction to the communication sent by the sender is feedback. Whatever the response of a receiver to a sender is feedback. No response is also a feedback. It is an important component of communication process because ultimately the success or failure of communication is decided based on the feedback received.

Dimensions of communication: Every organisation follows a certain hierarchy. So from the point of view of direction or flow of communication we say that there are in all four kinds of movement. Communication in an organisation is multidimensional or multidirectional  Downward  Upward  Horizontal/Lateral  Diagonal or Crosswise

 Noise:

Barriers in Communication:

Interference that occurs in a signal and prevents you from hearing sounds properly. Wrong interpretation of the message by the receiver is also known as noise. Noise can be - Physical - Physiological - Psychological.

 Lack

of Planning  Semantic problems: Semantics is the systematic study of meaning.  Cultural differences  Wrong assumptions  Socio-psychological barriers  Emotions  Filtering

 Information

overload  Poor listening  Poor retention

Tips for effective communication: Clarity of purpose  Use of symbols  Focusing on the needs of the receiver  Use of feedback  Listening 

 Controlling

of emotions  Elimination of noise  Clarifying assumptions  Avoidance of ambiguities  Completeness of message  Conciseness of expression  Proper use of body language.

Means/Media and types of communication Media/Means of Communication Verbal

Non-verbal

Oral communication

Sign language

Written communication

Visual signs

Audio signs

Body language

Verbal communication The word verbal means related with words and the use of words. Words are the most powerful set of symbols Words may be spoken or written Spoken communication or communication employing speech is known as oral communication.

Oral and Written communication: Oral communication comes spontaneously and naturally whereas written communication requires a lot of effort. Whatever has been written, unless destroyed becomes permanent. Words spoken are likely to be forgotten and hence written communication is a must.

Oral communication:  Provides quick feedback.  Builds up friendly and co-operative spirit.  Effective tool of persuasion.  Saves time.  Listeners memory should be good.  In the absence of record, oral messages have no legal validity.  Unclear messages may be misunderstood.

Written communication:  It provides records, references, etc. for decision making.  Legal defences.  Clear guidelines for working of the organisation  Responsibility can be easily assigned.  Ineffective if given in the hands of people with poor expression.  Absence of immediate clarification.

Listening as a communication tool:

A normal human being spends his waking hours as follows: Writing – 9% Speaking – 30% Reading – 16% Listening – 45% No oral communication can be effective without proper listening. The recipient of the message must be attentive and receptive. Poor listening may defeat the very purpose of oral communication.

Effectiveness of listening:

Listening is different from hearing. In hearing we don’t have to make any effort. But for listening we have to train our ears and ask ourselves why we should listen. Listening can be  Discriminative  Evaluative  Appreciative  Emphatic

a. b. c.

d. e. f. g. h.

Tips for effective listening:

Stop talking Put the speaker at ease Indicate by gesture and posture your interest in listening Shut out distractions Emphatise with the speaker Listen attentively and patiently Be polite Participate genuinely in the discussions.

Non-verbal communication: Any communication without the use of words is

known as non-verbal communication. Sign Language: From time immemorial man has been using visual signs to convey messages. E.g. Pictures, drawings, sound etc. “A PICTURE IS WORTH A THOUSAND WORDS”. It is said that words often fail to convey the exact meaning, a drawing or a picture makes a concrete impression.

Visual Signs: An organisation often make use of visual signs such as posters, drawings, photographs, cartoons, caricatures, statues, etc, to convey messages for general information or purpose. Maps and Diagram – Presentation Colour Pictures – Tourism, Hotel and Motel Industries. Most of the visual signs speak a universal language understood by people all over the world.



Audio or Sound signals: Since the beginning of

civilization sound signals have been used to send messages. Ex. Drum beating in the initial days is replaced by hooters, fire alarm, accident alarm, machine breakdown alarm, sirens etc. in modern days.

Body language Man does not communicate through words alone – speaking, writing etc. There are various other ways to communicate and body plays a major role. The study of communication through body is called KINESICS which means body movements.

Body language is the expression of our feelings and status. All our bodily movements, gestures, postures, etc. are guided by our feelings and thought processes. Just as language uses sets of symbols to convey meaning, our body, consciously or unconsciously conveys moods, attitudes, etc.

Psychologists say that By reading the signals sent out by ones body, we can tackle the issues at work and at home before they become problem.  Face: Face is the index of mind.  Eye contact: Indicates confidence, respect for others, etc.  Gestures: Pounding fist – Anger, Arms spread wide – happiness Shuffling of legs – Nervousness.

 Head:

Hold your head high. It’s a sign of honour and self respect, confidence and our interest in the person before us.  Body shape and structure: Our body shape and structure affect the way we think about ourselves and how we relate to others and others relate to us. We have to take care that our body does not send out wrong signals.

Para-language

Paralanguage means like language. It is very closely related to verbal communication but, actually nonverbal communication. While verbal communication consists of ‘what’ or the content, paralanguage involves ‘how’ of a speaker’s voice or the way in which he speaks.

a.

Voice: Voice is the first signal that we receive or use. It determines the speakers sex, background, education, training, etc. Human voice does a satisfactory job as it conveys the meaning of the message. The clearer the voice the more effective the communication.

Pitch variation ii. Speaking speed iii. Pause iv. Volume variation: volume variation puts life into our speaking. v. Non-fluencies b. Word stress: Proper word stress is very important in verbal communication. i.

Space Language/ Proxemics

Space language refers to the gap between the sender and the receiver. The study of how we communicate with the space around us is called proxemics or space language. Depending upon the distance between the sender and the receiver the space language can be identified as follows:

 Intimate

– Physical contact to 18

inches. Only very special people enter this area. This space is suitable for highly confidential conversation and decision regarding sensitive matters.  Personal – 18 inches to 4 feet Normal conversation takes place and communication is more relaxed and casual.

 Social

– 4 feet to 12 feet This space is used mainly for formal purposes and the relationship within this circle is more of an official nature. Here, communication is dominated by reason and planning for the business.  Public – 12 feet and above Occasion here may be to make important announcements or to address a large number of people.

Time Language/Chronemics:

Through time language we send out messages to others by showing them what time means to us.

“ TIME IS MONEY”. Business community all over the world knows the value of time and how crucial it is in terms of productivity.

While people in the West are time conscious and attach the highest importance to punctuality, people in the East have a more relaxed approach to time.

Touch language/Haptics: It is communication through touch. How we use touch sends important messages about us. It reveals our perceptions of status, our attitudes and even our needs. The amount of touching we do or find acceptable is at least in part culturally conditioned.

Environment:   

Calm situation facilities No of people

Assignment 

Business etiquette:

- Dressing. - Dining. - Meeting and Greeting. - Expected office behaviour: i. Smoking. ii. Dealing with people iii. handling office equipments.