Communication skills (2)
- 1. Week 2 Methods & Flow of Communication IN Business Organization Internal & External Flow of Communication •Upward Flow •Downward Flow •Horizontal Flow •Grapevine Flow •Written •Oral • Electronic BY WARDAH AZHAR
- 2. Flow of Communication Information flows i-e, moves and transfers in an organization Internal flow Flow of communication i-e, information within the organization is called internal flow of communication. External flow Flow of communication i-e, information, from one organization to another is called external information.
- 4. Downward Flow of Communication: Communication that flows from a higher level in an organization to a lower level is a downward communication. In other words, communication from superiors to subordinates in a chain of command is a downward communication. This communication flow is used by the managers to transmit work- related information to the employees at lower levels. Employees require this information for performing their jobs and for meeting the expectations of their managers
- 5. Example The kinds of media used for downward oral communication include instructions, speeches, meetings, the telephone, loudspeakers, and even the grapevine. Examples of written downward communication are memoranda, letters, handbooks, pamphlets, policy statements, procedures, and electronic news displays. It is done to pass on the decisions and policies of the company to the cadres. Worst is the feedback about their work. This performance assesment is the trickiest part of downward communication.
- 6. Upward Flow of Communication: Communication that flows to a higher level in an organization is called upward communication. It provides feedback on how well the organization is functioning. The subordinates use upward communication to convey their problems and performances to their superiors.
- 7. Lateral or Horizontal Communication: Crosswise communication includes the horizontal flow of information, among people on the same or similar organizational levels, and the diagonal flow, among persons at different levels who have no direct reporting relationships.
- 8. Grapevine Communication Grapevine is an informal channel of business communication. It is called so because it stretches throughout the organization in all directions irrespective of the authority levels. Man as we know is a social animal. Despite existence of formal channels in an organization, the informal channels tend to develop when he/she interacts with other people in organization. It exists more at lower levels of organization.
- 9. Examples of Grapevine Network of Communication Suppose the profit amount of a company is known. Rumor is spread that this much profit is there and on that basis bonus is declared. CEO may be in relation to the Production Manager. They may have friendly relations with each other.
- 10. Difference b/w Objective Communication Subjective Communication Objective is a statement that is completely unbiased. It is not touched by the speaker’s previous experiences or tastes. It is verifiable by looking up facts or performing mathematical calculations. Subjective is a statement that has been colored by the character of the speaker or writer. It often has a basis in reality, but reflects the perspective through with the speaker views reality. It cannot be verified using concrete facts and figures.
- 11. ExamplesObjective Communication Subjective Communication scientific facts are objective as are mathematical proofs; essentially anything that can be backed up with solid data. opinions, interpretations, and any type of marketing presentation are all subjective.
- 12. A Challenge Please write a One Sentence Definition of EFFECTIVE COMMUNICATION
- 13. Examples of Communication Systems - E-mail - Voice Mail - Fax - Smart Phone - Instant Messaging - Telecommuting - Video-conferencing - Groupware - Telephony - E-Commerce - The Internet - Bulletin board system - The Web - Global positioning system
- 14. Methods of Communication Memo, fax, e-mail, voice mail, letter. Phone call, in-person. Two-Way One-Way Collaborative Team meetings, consulting, conse nsus, decision making, group problem
- 15. Oral Communication Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication. Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required. Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust.
- 16. Oral communication According to the University of Virginia, "oral communication is the effective interpretation, composition, and presentation of information, ideas, and values to a specific audience." Oral communication describes any type of inter-action that makes use of spoken words, and it is a vital, integral part of the modern business world.
- 17. Demand of Oral Communication "Knowing the content of the functional areas of business is important, but to give life to those ideas—in meetings or in solo presentations— demands an effective oral presentation.“ "The ability to communicate effectively through speaking as well as in writing is highly valued, and demanded, in business, " According to Herta A. Murphy and Herbert W. Hildebrandt
- 18. Oral communication: Significance Communication is used daily to talk to friends, make business proposals and pass legislation. It is the exchange of messages between a sender and a receiver. Effective communication is the ability to send a message and have it be understood in its entirety. Oral communication is used in business to make deals, sell products and train employees.
- 19. Advantages of Oral Communication There is high level of understanding and transparency in oral communication as it is interpersonal. There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken. The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay. Oral communication is not only time saving, but it also saves upon money and efforts. Oral communication is best in case of problem resolution. The conflicts, disputes and many issues/differences can be put to an end by talking them over. Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among organizational employees. Oral communication can be best used to transfer private and confidential information/matter.
- 20. Disadvantages of Oral Communication Relying only on oral communication may not be sufficient as business communication is formal and very organized. Oral communication is less authentic than written communication as they are informal and not as organized as written communication. Oral communication is time-saving as far as daily interactions are concerned, but in case of meetings, long speeches consume lot of time and are unproductive at times. Oral communications are not easy to maintain and thus they are unsteady. There may be misunderstandings as the information is not complete and may lack essentials. It requires attentiveness and great receptivity on part of the receivers/audience. Oral communication (such as speeches) is not frequently used as legal records except in investigation work
- 21. Types of Oral communication The types of oral communication commonly used within an organization include Staff Meetings, Personal Discussions, Presentations, Telephone Discourse, And Informal Conversation. Oral communication with those outside of the organization might take the form of Face-to-face Meetings, Telephone Calls, Speeches, Teleconferences, Or Videoconferences.
- 22. Conversation management skills are essential for small business owners and managers, who often shoulder much of the burden in such areas as client/customer presentations, employee interviews, and conducting meetings.
- 23. Effectiveness of Oral Communication For oral communication to be effective, it should be: Clear Relevant Tactful in phraseology and tone Concise, and informative. Presentations or conversations that bear these hallmarks can be an valuable tool in ensuring business health and growth.
- 24. Unclear, inaccurate, or inconsiderate business communication, on the other hand, can waste valuable time, alienate employees or customers, and destroy goodwill toward management or the overall business.
- 25. Steps of Oral Presentations The public presentation is generally recognized as the most important of the various genres of oral business communication. The first step in preparing a public speech or remarks is to determine the essential purpose/goal of the communication. Business presentations tend to have one of three general purposes: to persuade, to inform or instruct, or to entertain.
- 26. The purpose is to include the main ideas in the presentation. These ideas should be researched thoroughly and adapted to the needs of the audience. The ideas should then be organized to include an introduction, a main body or text, and a summary or conclusion
- 27. The introduction should grab the listener's interest and establish the theme of the remainder of the presentation. The main body should concentrate on points of emphasis. The conclusion should restate the key points and summarize the overarching message that is being conveyed. Visual aids are an important component of many oral presentations. Whether they are displayed on chalkboards, dry-erase boards, flip charts, or presented using a slide projector, overhead projector, or computer program, visual aids should be meaningful, creative, and interesting in order to help the speaker get a message across.
- 28. Once the presentation has been organized and the visual aids have been selected, the speaker should rehearse out loud and revise as needed to fit time constraints, cover points of emphasis, etc. A good oral presentation will include transitional phrases to help listeners move through the material, and will not be overly long or technical. Professional and gracious presentation is another key to effective communication
- 29. Use the event as an opportunity to promote good will. Avoid complaints, criticism, or controversy. These will alienate the audience and destroy your credibility quickly. Instead, talk about what the audience wants to hear. Praise your host, honor the occasion, and compliment the attendees. Radiate success and optimism.“ Oral presentations can be delivered extemporaneously (from an outline or notes); by reading from a manuscript; or from memory.
- 30. The delivery of effective oral presentations requires a speaker to consider his or her vocal pitch, rate, and volume. It is important to incorporate changes in vocal pitch to add emphasis and avoid monotony. Speakers should be careful not to add extraneous words or sounds—such as "um, " "you know, " or "okay"—between words or sentences in a presentation.
- 31. Nonverbal elements such as posture, gestures, and facial expression are also important factors in developing good oral communication skills. "Your outward appearance mirrors your inner mood. "Thus good posture suggests poise and confidence; stand neither at rigid attention nor with sloppy casualness draped over the podium, but erect with your weight about equally distributed on each foot."
- 32. Interpersonal Oral Communication Interpersonal oral communication is the exchange of words between two individuals. This form of communication is commonly seen between friends, co- workers and within families, but is not limited to people who know one another. The purpose of interpersonal communication is to build and maintain relationships. Effective interpersonal oral communication will encourage, educate and inspire. Interpersonal oral communication is the most effective when one is able to predict what the other person will understand.
- 33. 10 Principles For Better Oral Communication Design a dynamic format than a static one. Keep your outline clear and simple. Oral design should be oriented to time rather than space. Emphasize main ideas by placement and reiteration. Use carefully worded transitions as you move trough the presentation.
- 34. Task One by one introduce yourself, following the steps of oral presentation, also explain what have you learned up till now!
- 35. Plan carefully for a combination of inductive and deductive movement. Use language best suited to the ear, not the eye. Plan the introductory segments carefully. Plan the closing segments of the design carefully. Plan the whole design from the audience point of view.
- 36. Written Communication - Meaning Written communication has great significance in today’s business world. It is an innovative activity of the mind. Effective written communication is essential for preparing worthy promotional materials for business development. Speech came before writing. But writing is more unique and formal than speech. Effective writing involves careful choice of words, their organization in correct order in sentences formation as well as cohesive composition of sentences. Also, writing is more valid and reliable than speech. But while speech is spontaneous, writing causes delay and takes time as feedback is not immediate.
- 37. Task Write an introduction for your self, keeping your name, a mystery!
- 38. Advantages of Written Communication Written communication helps in laying down apparent principles, policies and rules for running of an organization. It is a permanent means of communication. Thus, it is useful where record maintenance is required. It assists in proper delegation of responsibilities. While in case of oral communication, it is impossible to fix and delegate responsibilities on the grounds of speech as it can be taken back by the speaker or he may refuse to acknowledge. Written communication is more precise and explicit. Effective written communication develops and enhances an organization’s image. It provides ready records and references. Legal defenses can depend upon written communication as it provides valid records.
- 39. Disadvantages of Written Communication Written communication does not save upon the costs. It costs huge in terms of stationery and the manpower employed in writing/typing and delivering letters. Also, if the receivers of the written message are separated by distance and if they need to clear their doubts, the response is not spontaneous. Written communication is time-consuming as the feedback is not immediate. The encoding and sending of message takes time. Effective written communication requires great skills and competencies in language and vocabulary use. Poor writing skills and quality have a negative impact on organization’s reputation. Too much paper work and e-mails burden is involved.
- 40. Conclusion