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Business Communication Skills
1
Topic 1: Communication Basics and
Theories
Bachelor Degree Year One
Presented by
Said Khamis (PhD)
School of Business-SUZA
Mobile: +255 777 492604
Communication Basics and Theories
At the end of this module, students should be able to:
◦ Defines the term communication and its characteristics
◦ Illustrate communication process
◦ Categorize communication into different types
◦ Explain principles and importance of communication
◦ Explain theories of communication
◦ Explain barriers to effective communication and ways to overcome
barriers
2
Reflection?
What do you understand by term communication?
3
4
Communication and its Characteristics
• Communication is an important skill in all walks of life; be individuals or
organization, be at work, business and social interaction.
• Always ensure that ultimate aim of communication is to reach understanding
and build relationship between a sender and a receiver
• Opposite of this, resulting to conflicts, misunderstanding and havoc in the
society.
• You have to hone your communication skills; writing, speaking,
listening and reading
• Social and mobile technologies are revolutionizing business communication
Preamble
• Communication will give you a significant competitive edge in the job market.
5
Communication and its Characteristics
Genesis: Communication, derived from the Latin word “communis” which
means common, by definition implies relationship
Definitions:
Communication is the process of sending and receiving messages in order to
share meanings . Thus, communication process involves two or more persons
attempting to share their ideas, feelings and attitudes (Gallvin, Cooper and
Gordon,1995 ).
Communication is the process of transferring information and meaning
between senders and receivers using one or more media and communication
channels (Bovée & Thill, 2020).
6
Definitions:
Raman and Singh (2010) define communication is the process of exchanging
information , usually through a common system of symbols, signs, behaviour,
speech, writing or signals.
Communication involves two or more persons attempting to share their ideas,
feeling, and attitudes.
Bovée & Thill, 2020 noted that the essence of communication
is sharing – data, information, insights and inspiration that benefit both parties
7
Questions
What are key aspects/ components do you deduct from these definitions?
Who are business persons communicating with?
8
Communication is the Process of Sending
and Receiving Information among People
SENDER RECEIVER
Feedback
receiver sender
9
Main Components
1. Sender
2. Message
3.Medium
4.Receiver
5.Feedback
6.Context
1. Is initiator of the communication, be individuals or organizations.
Important to understand other components of communications.
2. Key ideas sent by sender, which elicits response from receiver.
Without it no communication.
3. A means used to transmit message. Depending to nature of massage,
urgency, distance, kind of audience, the sender/ receiver will select the
medium.
4.A person/ institutions to whom the message is targeted. Receiver’s
understanding of message is influenced by knowledge, experience,
responsiveness of message.
5. The reaction from receiver. it permits the sender to analyze the efficacy
of the message. Can be positive or negative and link the two. Can be of
different forms depending oral or written communication.
6. The environment upon which communication take place. Can be
physical, social , chronological, or culture where communication
take place.
10
Characteristics of Business Communication
1. It is a 2-way process/traffic. i.e. involves sending of message from sender and
receiver and vise versa
2. It is a goal-oriented process: takes place with aim of achieving certain goals such
educating, sharing, persuading, selling, negotiating
3. A short-lived process. The process of communication is complete as soon as the
message is received and understood by the receiver in the right perspective.
4. Needs proper understanding. This is the basic purpose of communication. Thus,
the message should be clearly and concisely worded.
5.Leads to the achievement of the organization/personal objective. Effective
communication does this by creating a sense of objective orientation in the
organization
11
Communication Process
12
1.The sender has an idea. Whether a communication effort will ultimately be
effective starts right here and depends on the nature of the idea and the motivation
for sending it. For example, if your motivation is to offer a solution to a problem,
you have a better chance of crafting a successful message than if your motivation is
merely to complain about the problem
Communication Process
2.The sender encodes the idea as a message. When someone puts an idea into a
message, he or she is encoding it, or expressing it in words or images. Much of
the focus of this course is on developing the skills needed to successfully encode
your ideas into effective messages
3.The sender produces the message in a transmittable medium. With the
appropriate message to express an idea, the sender now needs a communication
medium to present that message to the intended receiver.
4.The sender transmits the message through a channel. As technology continues to
increase the number of media options, it continues to provide new communication
channels senders can use to transmit their messages.
13
Communication Process
5.The intended audience receives the message. If the channel functions
properly, the message reaches its intended audience. However, mere arrival
is not enough. For a message to truly be received, the recipient
6.The receiver decodes the message. After a message is received, the
receiver needs to extract the idea from the message, a step known as
decoding.
7. The receiver responds to the message. In most instances, senders want
to accomplish more than simply delivering information. Responding the
message depends on remembering of it, ability to act and motivation to
respond.
8. The receiver provides feedback. Feedback can be verbal (using
written or spoken words), nonverbal (using gestures, facial expressions, or
other signals),or both
Basic facts about communication
Without receiving a response, the cycle is incomplete.
Meaning received are not necessarily due same as the meaning transmitted.
This is mainly because of the loss, distortion , or creation of symbols used in
the process.
Meaning sent and meaning received is in the mind of the sender and the
receiver- not in the words or other symbols used.
The symbols used in communication are imperfect. There is no precise
translation for jargons in other culture.
14
15
Principles of Communication – 7Cs
7Cs
Conciseness
Concreteness
Courtesy
Clarity
Correctness
Consideration:
Completeness
16
Principles of Communication – 7Cs
1. Conciseness: Message should be easy to catch the readers' attention and
should not be wordy.
Concise writing or speaking gets to the heart of the matter, sticks to
essentials, and stop when the job is done. Concise is different with
being brief. It highlights the main message.
Get to the point and do not stray from it.
Principles of communication
2. Concreteness: : Message should be concrete as having
all the meanings conveyed. Implies being particular and
clear rather than fuzzy and general; supported with
specific facts and figures.
General concrete
The plane took of and the 747 jet zoomed to an
Rose to a high altitude altitude of 25,000 feet.
17
18
Courtesy in message implies the message should show the sender’s
expression as well as should respect the receiver
3. Courtesy
The sender of the message should be sincerely polite, judicious, reflective
and enthusiastic. Courteous message has following features:
• Taking into consideration both viewpoints and feelings of the receiver of the
message.
• Positive and focused at the audience.
• Makes use of terms showing respect for the receiver of message.
• It is not at all biased.
Examples of the words/phrases: “Please,” “Thank you,”
“May I,” “Have a nice afternoon,” “I look forward to seeing you again
soon,” etc.
19
4. Clarity
Clarity implies emphasizing on a specific message or goal at a time, rather
than trying to achieve too much at once
Message must give appropriate and explicit meaning that would not
diversify and confuse the reader at any instance
Clarity in communication has following features:
• It makes understanding easier.
• Complete clarity of thoughts and ideas enhances the meaning of
message.
• Clear message makes use of exact, appropriate and concrete words.
20
The message conveyed must be checked for correctness and should be free
from all grammatical errors. If something is correct, it is perfect.. Constantly
ask your self “ Am I doing it correctly?”
5. Correctness:
Correct communication has following features:
• The message is exact, correct and well-timed.
• If the communication is correct, it boosts up the confidence level.
• Correct message has greater impact on the audience/readers.
• It checks for the precision and accurateness of facts and figures used in
the message.
• It makes use of appropriate and correct language in the message.
• Consider- expression, spelling, content, grammar, context)
21
6. Consideration:
There must be proper consideration in the message and it should emphasize on
you attitude rather than 'I' and 'we' kind of words.
It is about “stepping into the shoes of others” Must take the audience into consideration
Items of view points, background, education level, culture, emotion etc.
Features of considerate communication are as follows:
• Emphasize on “you” approach.
• Empathize with the audience and exhibit
interest in the audience.
• Show optimism towards your audience.
22
7. Completeness
The communication must be complete. It should convey all facts required by
the audience.
The sender of the message must take into consideration the receiver’s mind
set and convey the message accordingly
• Provide all necessary information.
• Answer all questions asked.
• Give something Extra, when Desirable.
A complete communication has following features
Principle of Communication
The key to effective communication
◦ To ensure that the message is understood, stimulating the receiver to take
appropriate action
◦ Or affecting the way the receiver thinks in some way.
23
24
Types of Communication
Based on
Channels
Non
Verbal
Verbal
Oral Communication
Written
Communication
Visual Communication
Based on
Purpose/Styles
Formal Communication
Informal
Communication
Non Verbal signs
25
1. Verbal Communication
It refers to the form of communication in which message is transmitted verbally;
communication is done by word of mouth and a piece of writing.
A good verbal communicator:
• Has a clear speaking voice
• Speaks at the right “pace” (too slowly – you bore people, too fast –
people may not follow what you say.
• Is a good listener
• Chooses the correct words and tone for the situation
• Puts people at their ease
• Has the confidence to talk to strangers
• Understands how non-verbal
communication gestures can affect people.
26
1.1. Oral communication
In oral communication, Spoken words are used.
In business life, oral communication is much more used between colleagues and
clients than writing and reading.
It can takes a variety of forms ; over telephone or face to face.
It ca be: a private discussion, a conversation over lunch, a gossip in the list,
a telephone conversation, a chance meeting in the corridor, an informal gathering of
staff, instructing subordinates, dealing with clients, formal meetings, interviews,
training sessions, giving a presentation and conference.
• It is influenced by pitch, volume, speed and clarity of speaking.
• It is fluid and dynamic, and is shaped by both the speaker and the audience.
• It is enhanced by nonverbal communication such as body language and tone
of voice
27
Advantage of Oral Communication
• High level of understanding and
transparency
• No element of rigidity in oral
communication
• The feedback is spontaneous
• Save time
• Best for problem solving
• Best for teamwork
• Best for transferring private and
confidential message
Disadvantage of Oral Communication
• Not easy to maintain, it is unsteady
• Requires attentiveness and great
receptivity on part of the
receivers/audience
• Misunderstandings as the information
is not complete and may lack
essentials
• Is not frequently used as legal
records except in investigation work.
• Not authentic and mostly informal
•
28
1.2 Written communication
• Written signs or symbols are used to communicate.
• A written message may be printed or handwritten
• It Involves any type of interaction that makes use of the written word.
• Is very common in business situations. e.g. Letters, memos, reports,
e-mails, faxes, telegrams, bulletins, job descriptions, employee
manuals
Message, in written communication, is influenced by the vocabulary &
grammar used, writing style, precision and clarity of the language used
29
Advantages of Written Communication
• Helps in laying down apparent
principles, policies and rules for
running of an organization.
• It is a permanent means of
communication.
• Assists in proper delegation of
responsibilities.
• Is more precise and explicit.
• 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.
Disadvantages of Written
Communication
• Does not save upon the costs in
terms of stationery and the
manpower employed in
writing/typing and delivering letters
• Is time-consuming as the feedback is
not immediate. The encoding and
sending of message takes time
• Requires great skills and
competencies in language and
vocabulary use
• Too much paper work and e-mails
burden is involved.
30
2. Non- verbal communication
• Is the process of sending and receiving information, both intentionally and
unintentionally , without written or spoken language.
• It is often referred to as Body Language
• It often occurs during face to face conversation.
• As someone speaks can convey non-verbally as well as verbally.
• Non-verbal signals - provide instant feedback.
• Can be often used unconsciously, example throw arms around during speaking
or while listening a sudden shock may result in a sharp intake of breath.
• Non-verbal signals add impact of meaning and they combine to provide an
instant impression in a way that written communication can not. Some of them
are culturally sensitive; vary from culture to culture
31
Nonverbal messages allow individuals to
• Reinforce or modify what is said in words.
• Convey information about their emotional state.
• Define or reinforce the relationship between people.
• Provide feedback to the other person.
• Regulate the flow of communication, for example by signalling to others
that they have finished speaking or wish to say something.
Semiotics (or semiology) is the study of signs
32
33
Non verbal communication
1. Posture: The way people stand or sit can say an awful a lot
about how they feel.
◦ Communicates a variety of messages, indicate feelings and attitudes
toward another person
◦ Different types of posture. E.g. slouching, towering, legs spread, jaw
thrust, shoulders forward, and arm crossing
2. Facial expressions: The primary site for expressing
your emotions.
◦ conveyed with a smile or a frown.
◦ Though it depends on culture, the facial expressions for happiness, sadness,
anger and fear are similar throughout the world.
34
35
36
Non verbal…
3. Gestures:
◦ The physical movements of arms, legs, hands, torso and head.
◦ Common gestures include waving, pointing, and using fingers to indicate
numeric amounts.
4. Eye contact
◦ Your eyes are especially effective for indicating attention and interests,
influencing others , regulating interaction, and establishing dominance.
◦ Avoiding eye contact may suggest a lack of concern or lack of honesty.
37
Non verbal signals
5. Touching: can be used to communicate affection, familiarity, sympathy
and other emotions.
◦ It is cultural sensitive
◦ it could sometimes be construed as sexual harassment.
6. Vocal characteristics, includes;
◦ Pitch- how high or low the voice is
◦ Rate – how quickly or slowly something is said
◦ Vocal quality- the tone or sound of a voice
◦ Volume- the loudness or softness of a voice.
Some voice can put the listener to sleep; others will make the listener pay
attention.
38
Non verbal signals
7. Personal appearance
◦ Our choice of color, clothing, hairstyles , decoration and other factors
affecting appearance
◦ send messages about how a person sees himself or herself.
◦ can also alter physiological reactions, judgments and interpretations.
◦ The first impression matters a lot
39
Non verbal;
8. Time and space
◦ Time: If you are rushed , you will speak more rapidly than if you are
relaxed.
◦ The amount of time you spend with someone may tell that person
and other people that you are friends.
◦ Space: How close you stand or sit to someone says a lot about your
relationship to that person.
◦ Friends often sit close together, while strangers keep a certain
distance between them.
40
41
Understanding terminology
• Proxemics = space and distance
• Haptics = touching
• Chronemics (time)
• Kinesics (behavior including facial expression, eye contact, gesture and
personal appearance)
• Volcalics (Paralanguage i.e Voice Characteristics )
42
Visual communication
There's an old saying that "a picture is worth a thousand words."
The way the information is presented diagrammatically or numerically can be almost
as important as the content represented by the information.
Examples: Tables, Chart, Map, Graphs etc
43
Formal communication
In the formal communication, certain rules, conventions and principles are
followed while communicating message.
Formal communication occurs in formal and official style. Usually professional
settings, corporate meetings, conferences undergoes in a formal pattern
44
Informal communication
• It is done using channels that are in contrast with formal communication
channels. It’s just a casual talk.
• It is established for societal affiliations of members in an organization and
face-to-face discussions.
• doesn’t follow authority lines
Flow of communication
Flow of Communication
Internal External
Horizontal Vertical Diagonal
Flow of Communication
Downwards Communication : Highly Directive, from Senior to
subordinates, to assign duties, give instructions, to inform to offer feed
back, approval to highlight problems etc.
Upwards Communications : It is non directive in nature from down
below, to give feedback, to inform about progress/problems, seeking
approvals.
Lateral or Horizontal Communication: Among colleagues, peers at same
level for information level for information sharing for coordination, to save
time.
47
Importance of communication
• Improves management functions of planning, ,organizing, leading and
controlling
• Is source of information which help in decision making
• Helps in maintaining a good relationship which is part of living healthy.
• It is very important in promoting transparency and accountability in the
organizations
• It improves efficiency in an organization as increased good human relations
and high morale and motivation
• It promotes trade, as the advertisement becomes an important
mechanism of soliciting the customers
• Improve the function of human activities
Barriers for effective
communication
Language , both same and different language
Non-verbal signals/ Paralanguage: use of incorrect signals in oral
communication. The messages do not match with the signs
Poor Listening: lack of concentration of receiver may create
problems. The receiver listen selectively to the sender.
Emotional responses & Relationships: When the receiver or
sender is not in good mood; they are in negative or extreme
positive mood.
Prejudgment: The receiver jump to conclusion before the
communication end
Time Pressure : When the recipient is occupied by other things
and is in unsuitable mood.
Barriers for effective
communication
Environment: Because of noise, security, unfavorable
weather/atmosphere
Personal /Physical defects: physical problems, such as stammering or
not being able to hear well/deaf , miscommunication may occur.
Wandering mind: When the mind of the recipient is somewhere else or
occupied by other things. Not there, the mind is somewhere else.
Systems: Lack of having and using proper channels for providing
/sending messages within organizations can cause messages to be
distorted through rumors and gossip, which are also referred as ‘bush
telegram’ or ‘grapevine’.
Purpose of communication
Remember four major purpose/goals in
communication:-
◦ Persuade or get action
◦ Impress and convince
◦ Inform
◦ Entertain
50
Questions
1. Indicate the better ways of using visual communication and
significances of visual communication to business communication
2. Explain different forms on non-verbal communication and provide
their message they convey.
3. Explain three major models of communication and indicate their
differences
4. Discuss effective strategies for reading books and explain major types
of reading.
5. Listening is essential communication skills to any students. Explain
good strategies for achieving effective listening
51
Questions
Why do you think communication is vital to the
success of every business organization? Explain
briefly?
Can an organization function without
communication? Why or why not?
The channel (or means) that is chosen message is
very important. What are the important criteria for
selecting channels of communication?
52
Questions
Discuss the strategies for bringing about
effectiveness in communication for business
purposes.
Why are common meanings important in
communication?
53

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MODULE ONE Communication Skills-1.ppt

  • 1. Business Communication Skills 1 Topic 1: Communication Basics and Theories Bachelor Degree Year One Presented by Said Khamis (PhD) School of Business-SUZA Mobile: +255 777 492604
  • 2. Communication Basics and Theories At the end of this module, students should be able to: ◦ Defines the term communication and its characteristics ◦ Illustrate communication process ◦ Categorize communication into different types ◦ Explain principles and importance of communication ◦ Explain theories of communication ◦ Explain barriers to effective communication and ways to overcome barriers 2
  • 3. Reflection? What do you understand by term communication? 3
  • 4. 4 Communication and its Characteristics • Communication is an important skill in all walks of life; be individuals or organization, be at work, business and social interaction. • Always ensure that ultimate aim of communication is to reach understanding and build relationship between a sender and a receiver • Opposite of this, resulting to conflicts, misunderstanding and havoc in the society. • You have to hone your communication skills; writing, speaking, listening and reading • Social and mobile technologies are revolutionizing business communication Preamble • Communication will give you a significant competitive edge in the job market.
  • 5. 5 Communication and its Characteristics Genesis: Communication, derived from the Latin word “communis” which means common, by definition implies relationship Definitions: Communication is the process of sending and receiving messages in order to share meanings . Thus, communication process involves two or more persons attempting to share their ideas, feelings and attitudes (Gallvin, Cooper and Gordon,1995 ). Communication is the process of transferring information and meaning between senders and receivers using one or more media and communication channels (Bovée & Thill, 2020).
  • 6. 6 Definitions: Raman and Singh (2010) define communication is the process of exchanging information , usually through a common system of symbols, signs, behaviour, speech, writing or signals. Communication involves two or more persons attempting to share their ideas, feeling, and attitudes. Bovée & Thill, 2020 noted that the essence of communication is sharing – data, information, insights and inspiration that benefit both parties
  • 7. 7 Questions What are key aspects/ components do you deduct from these definitions? Who are business persons communicating with?
  • 8. 8 Communication is the Process of Sending and Receiving Information among People SENDER RECEIVER Feedback receiver sender
  • 9. 9 Main Components 1. Sender 2. Message 3.Medium 4.Receiver 5.Feedback 6.Context 1. Is initiator of the communication, be individuals or organizations. Important to understand other components of communications. 2. Key ideas sent by sender, which elicits response from receiver. Without it no communication. 3. A means used to transmit message. Depending to nature of massage, urgency, distance, kind of audience, the sender/ receiver will select the medium. 4.A person/ institutions to whom the message is targeted. Receiver’s understanding of message is influenced by knowledge, experience, responsiveness of message. 5. The reaction from receiver. it permits the sender to analyze the efficacy of the message. Can be positive or negative and link the two. Can be of different forms depending oral or written communication. 6. The environment upon which communication take place. Can be physical, social , chronological, or culture where communication take place.
  • 10. 10 Characteristics of Business Communication 1. It is a 2-way process/traffic. i.e. involves sending of message from sender and receiver and vise versa 2. It is a goal-oriented process: takes place with aim of achieving certain goals such educating, sharing, persuading, selling, negotiating 3. A short-lived process. The process of communication is complete as soon as the message is received and understood by the receiver in the right perspective. 4. Needs proper understanding. This is the basic purpose of communication. Thus, the message should be clearly and concisely worded. 5.Leads to the achievement of the organization/personal objective. Effective communication does this by creating a sense of objective orientation in the organization
  • 12. 12 1.The sender has an idea. Whether a communication effort will ultimately be effective starts right here and depends on the nature of the idea and the motivation for sending it. For example, if your motivation is to offer a solution to a problem, you have a better chance of crafting a successful message than if your motivation is merely to complain about the problem Communication Process 2.The sender encodes the idea as a message. When someone puts an idea into a message, he or she is encoding it, or expressing it in words or images. Much of the focus of this course is on developing the skills needed to successfully encode your ideas into effective messages 3.The sender produces the message in a transmittable medium. With the appropriate message to express an idea, the sender now needs a communication medium to present that message to the intended receiver. 4.The sender transmits the message through a channel. As technology continues to increase the number of media options, it continues to provide new communication channels senders can use to transmit their messages.
  • 13. 13 Communication Process 5.The intended audience receives the message. If the channel functions properly, the message reaches its intended audience. However, mere arrival is not enough. For a message to truly be received, the recipient 6.The receiver decodes the message. After a message is received, the receiver needs to extract the idea from the message, a step known as decoding. 7. The receiver responds to the message. In most instances, senders want to accomplish more than simply delivering information. Responding the message depends on remembering of it, ability to act and motivation to respond. 8. The receiver provides feedback. Feedback can be verbal (using written or spoken words), nonverbal (using gestures, facial expressions, or other signals),or both
  • 14. Basic facts about communication Without receiving a response, the cycle is incomplete. Meaning received are not necessarily due same as the meaning transmitted. This is mainly because of the loss, distortion , or creation of symbols used in the process. Meaning sent and meaning received is in the mind of the sender and the receiver- not in the words or other symbols used. The symbols used in communication are imperfect. There is no precise translation for jargons in other culture. 14
  • 15. 15 Principles of Communication – 7Cs 7Cs Conciseness Concreteness Courtesy Clarity Correctness Consideration: Completeness
  • 16. 16 Principles of Communication – 7Cs 1. Conciseness: Message should be easy to catch the readers' attention and should not be wordy. Concise writing or speaking gets to the heart of the matter, sticks to essentials, and stop when the job is done. Concise is different with being brief. It highlights the main message. Get to the point and do not stray from it.
  • 17. Principles of communication 2. Concreteness: : Message should be concrete as having all the meanings conveyed. Implies being particular and clear rather than fuzzy and general; supported with specific facts and figures. General concrete The plane took of and the 747 jet zoomed to an Rose to a high altitude altitude of 25,000 feet. 17
  • 18. 18 Courtesy in message implies the message should show the sender’s expression as well as should respect the receiver 3. Courtesy The sender of the message should be sincerely polite, judicious, reflective and enthusiastic. Courteous message has following features: • Taking into consideration both viewpoints and feelings of the receiver of the message. • Positive and focused at the audience. • Makes use of terms showing respect for the receiver of message. • It is not at all biased. Examples of the words/phrases: “Please,” “Thank you,” “May I,” “Have a nice afternoon,” “I look forward to seeing you again soon,” etc.
  • 19. 19 4. Clarity Clarity implies emphasizing on a specific message or goal at a time, rather than trying to achieve too much at once Message must give appropriate and explicit meaning that would not diversify and confuse the reader at any instance Clarity in communication has following features: • It makes understanding easier. • Complete clarity of thoughts and ideas enhances the meaning of message. • Clear message makes use of exact, appropriate and concrete words.
  • 20. 20 The message conveyed must be checked for correctness and should be free from all grammatical errors. If something is correct, it is perfect.. Constantly ask your self “ Am I doing it correctly?” 5. Correctness: Correct communication has following features: • The message is exact, correct and well-timed. • If the communication is correct, it boosts up the confidence level. • Correct message has greater impact on the audience/readers. • It checks for the precision and accurateness of facts and figures used in the message. • It makes use of appropriate and correct language in the message. • Consider- expression, spelling, content, grammar, context)
  • 21. 21 6. Consideration: There must be proper consideration in the message and it should emphasize on you attitude rather than 'I' and 'we' kind of words. It is about “stepping into the shoes of others” Must take the audience into consideration Items of view points, background, education level, culture, emotion etc. Features of considerate communication are as follows: • Emphasize on “you” approach. • Empathize with the audience and exhibit interest in the audience. • Show optimism towards your audience.
  • 22. 22 7. Completeness The communication must be complete. It should convey all facts required by the audience. The sender of the message must take into consideration the receiver’s mind set and convey the message accordingly • Provide all necessary information. • Answer all questions asked. • Give something Extra, when Desirable. A complete communication has following features
  • 23. Principle of Communication The key to effective communication ◦ To ensure that the message is understood, stimulating the receiver to take appropriate action ◦ Or affecting the way the receiver thinks in some way. 23
  • 24. 24 Types of Communication Based on Channels Non Verbal Verbal Oral Communication Written Communication Visual Communication Based on Purpose/Styles Formal Communication Informal Communication Non Verbal signs
  • 25. 25 1. Verbal Communication It refers to the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing. A good verbal communicator: • Has a clear speaking voice • Speaks at the right “pace” (too slowly – you bore people, too fast – people may not follow what you say. • Is a good listener • Chooses the correct words and tone for the situation • Puts people at their ease • Has the confidence to talk to strangers • Understands how non-verbal communication gestures can affect people.
  • 26. 26 1.1. Oral communication In oral communication, Spoken words are used. In business life, oral communication is much more used between colleagues and clients than writing and reading. It can takes a variety of forms ; over telephone or face to face. It ca be: a private discussion, a conversation over lunch, a gossip in the list, a telephone conversation, a chance meeting in the corridor, an informal gathering of staff, instructing subordinates, dealing with clients, formal meetings, interviews, training sessions, giving a presentation and conference. • It is influenced by pitch, volume, speed and clarity of speaking. • It is fluid and dynamic, and is shaped by both the speaker and the audience. • It is enhanced by nonverbal communication such as body language and tone of voice
  • 27. 27 Advantage of Oral Communication • High level of understanding and transparency • No element of rigidity in oral communication • The feedback is spontaneous • Save time • Best for problem solving • Best for teamwork • Best for transferring private and confidential message Disadvantage of Oral Communication • Not easy to maintain, it is unsteady • Requires attentiveness and great receptivity on part of the receivers/audience • Misunderstandings as the information is not complete and may lack essentials • Is not frequently used as legal records except in investigation work. • Not authentic and mostly informal •
  • 28. 28 1.2 Written communication • Written signs or symbols are used to communicate. • A written message may be printed or handwritten • It Involves any type of interaction that makes use of the written word. • Is very common in business situations. e.g. Letters, memos, reports, e-mails, faxes, telegrams, bulletins, job descriptions, employee manuals Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used
  • 29. 29 Advantages of Written Communication • Helps in laying down apparent principles, policies and rules for running of an organization. • It is a permanent means of communication. • Assists in proper delegation of responsibilities. • Is more precise and explicit. • 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. Disadvantages of Written Communication • Does not save upon the costs in terms of stationery and the manpower employed in writing/typing and delivering letters • Is time-consuming as the feedback is not immediate. The encoding and sending of message takes time • Requires great skills and competencies in language and vocabulary use • Too much paper work and e-mails burden is involved.
  • 30. 30 2. Non- verbal communication • Is the process of sending and receiving information, both intentionally and unintentionally , without written or spoken language. • It is often referred to as Body Language • It often occurs during face to face conversation. • As someone speaks can convey non-verbally as well as verbally. • Non-verbal signals - provide instant feedback. • Can be often used unconsciously, example throw arms around during speaking or while listening a sudden shock may result in a sharp intake of breath. • Non-verbal signals add impact of meaning and they combine to provide an instant impression in a way that written communication can not. Some of them are culturally sensitive; vary from culture to culture
  • 31. 31 Nonverbal messages allow individuals to • Reinforce or modify what is said in words. • Convey information about their emotional state. • Define or reinforce the relationship between people. • Provide feedback to the other person. • Regulate the flow of communication, for example by signalling to others that they have finished speaking or wish to say something. Semiotics (or semiology) is the study of signs
  • 32. 32
  • 33. 33
  • 34. Non verbal communication 1. Posture: The way people stand or sit can say an awful a lot about how they feel. ◦ Communicates a variety of messages, indicate feelings and attitudes toward another person ◦ Different types of posture. E.g. slouching, towering, legs spread, jaw thrust, shoulders forward, and arm crossing 2. Facial expressions: The primary site for expressing your emotions. ◦ conveyed with a smile or a frown. ◦ Though it depends on culture, the facial expressions for happiness, sadness, anger and fear are similar throughout the world. 34
  • 35. 35
  • 36. 36
  • 37. Non verbal… 3. Gestures: ◦ The physical movements of arms, legs, hands, torso and head. ◦ Common gestures include waving, pointing, and using fingers to indicate numeric amounts. 4. Eye contact ◦ Your eyes are especially effective for indicating attention and interests, influencing others , regulating interaction, and establishing dominance. ◦ Avoiding eye contact may suggest a lack of concern or lack of honesty. 37
  • 38. Non verbal signals 5. Touching: can be used to communicate affection, familiarity, sympathy and other emotions. ◦ It is cultural sensitive ◦ it could sometimes be construed as sexual harassment. 6. Vocal characteristics, includes; ◦ Pitch- how high or low the voice is ◦ Rate – how quickly or slowly something is said ◦ Vocal quality- the tone or sound of a voice ◦ Volume- the loudness or softness of a voice. Some voice can put the listener to sleep; others will make the listener pay attention. 38
  • 39. Non verbal signals 7. Personal appearance ◦ Our choice of color, clothing, hairstyles , decoration and other factors affecting appearance ◦ send messages about how a person sees himself or herself. ◦ can also alter physiological reactions, judgments and interpretations. ◦ The first impression matters a lot 39
  • 40. Non verbal; 8. Time and space ◦ Time: If you are rushed , you will speak more rapidly than if you are relaxed. ◦ The amount of time you spend with someone may tell that person and other people that you are friends. ◦ Space: How close you stand or sit to someone says a lot about your relationship to that person. ◦ Friends often sit close together, while strangers keep a certain distance between them. 40
  • 41. 41 Understanding terminology • Proxemics = space and distance • Haptics = touching • Chronemics (time) • Kinesics (behavior including facial expression, eye contact, gesture and personal appearance) • Volcalics (Paralanguage i.e Voice Characteristics )
  • 42. 42 Visual communication There's an old saying that "a picture is worth a thousand words." The way the information is presented diagrammatically or numerically can be almost as important as the content represented by the information. Examples: Tables, Chart, Map, Graphs etc
  • 43. 43 Formal communication In the formal communication, certain rules, conventions and principles are followed while communicating message. Formal communication occurs in formal and official style. Usually professional settings, corporate meetings, conferences undergoes in a formal pattern
  • 44. 44 Informal communication • It is done using channels that are in contrast with formal communication channels. It’s just a casual talk. • It is established for societal affiliations of members in an organization and face-to-face discussions. • doesn’t follow authority lines
  • 45. Flow of communication Flow of Communication Internal External Horizontal Vertical Diagonal
  • 46. Flow of Communication Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication: Among colleagues, peers at same level for information level for information sharing for coordination, to save time.
  • 47. 47 Importance of communication • Improves management functions of planning, ,organizing, leading and controlling • Is source of information which help in decision making • Helps in maintaining a good relationship which is part of living healthy. • It is very important in promoting transparency and accountability in the organizations • It improves efficiency in an organization as increased good human relations and high morale and motivation • It promotes trade, as the advertisement becomes an important mechanism of soliciting the customers • Improve the function of human activities
  • 48. Barriers for effective communication Language , both same and different language Non-verbal signals/ Paralanguage: use of incorrect signals in oral communication. The messages do not match with the signs Poor Listening: lack of concentration of receiver may create problems. The receiver listen selectively to the sender. Emotional responses & Relationships: When the receiver or sender is not in good mood; they are in negative or extreme positive mood. Prejudgment: The receiver jump to conclusion before the communication end Time Pressure : When the recipient is occupied by other things and is in unsuitable mood.
  • 49. Barriers for effective communication Environment: Because of noise, security, unfavorable weather/atmosphere Personal /Physical defects: physical problems, such as stammering or not being able to hear well/deaf , miscommunication may occur. Wandering mind: When the mind of the recipient is somewhere else or occupied by other things. Not there, the mind is somewhere else. Systems: Lack of having and using proper channels for providing /sending messages within organizations can cause messages to be distorted through rumors and gossip, which are also referred as ‘bush telegram’ or ‘grapevine’.
  • 50. Purpose of communication Remember four major purpose/goals in communication:- ◦ Persuade or get action ◦ Impress and convince ◦ Inform ◦ Entertain 50
  • 51. Questions 1. Indicate the better ways of using visual communication and significances of visual communication to business communication 2. Explain different forms on non-verbal communication and provide their message they convey. 3. Explain three major models of communication and indicate their differences 4. Discuss effective strategies for reading books and explain major types of reading. 5. Listening is essential communication skills to any students. Explain good strategies for achieving effective listening 51
  • 52. Questions Why do you think communication is vital to the success of every business organization? Explain briefly? Can an organization function without communication? Why or why not? The channel (or means) that is chosen message is very important. What are the important criteria for selecting channels of communication? 52
  • 53. Questions Discuss the strategies for bringing about effectiveness in communication for business purposes. Why are common meanings important in communication? 53

Editor's Notes

  • #8: customers, venders, distributors, competitors, investors,