Unit I.pptx business communication unit 1
- 3. THE MEDIUM
- 4. VALUE
- 5. BARRIERS
- 6. TO WHOM?
- 7. ROLE OF ICT
- 8. THE MESSAGE
- 9. COMMUNICATION : CONCEPT AND DEFINITION Derived from Latin word ‘communicare’ which means ‘to share’. cum + munus stands for sharing of ideas in common Process of exchanging information, usually through a common system of symbols.
- 10. Defined as interchange of thought or information between two or more persons to bring about mutual understanding and desired action. It is the information exchange by words or symbols. Defn. by Theo Haimann: Communication is the process of passing information and understanding from one person to another. It is the process of imparting ideas and making oneself understood by others.
- 11. According to Keith Davis: Communication is the process of passing information and understanding from one person to another.
- 12. COMMUNICATION SNAPSHOT Ritushree is a regional sales manager with Titan in Chennai. She reads about an upcoming B2B international trade conference in Mumbai. She is interested in attending it and immediately writes to the national sales manager, Sumit Chakraborti, at the head office at Bangalore, describing the conference and its relevance to their work.
- 13. RITUSHREE’S NOTE Dear Mr. Chakraborti, An international conference on B2B trade, which would be of great importance for us, is being held in Mumbai. The enclosed brochure shows that the business information to be shared at the conference would be of great value in expanding our corporate sales business. The registration fee is only Rs. 5,000, and the cost of travel and stay is about Rs. 8,000. Hence, Rs. 13,000 will be required per person. I am informing you about the conference now so that you can take a decision in time for me to make the necessary arrangements for train/flight bookings and hotel accommodations. Ritushree
- 15. RESPONSE TO TANUSHREE’S NOTE Dear Ritushree, Thanks for informing me about the B2B conference in Mumbai. I will certainly attend it. Please make all the necessary arrangements for me as suggested in your memo. Sumit Chakraborti
- 16. WHO’S THE LEADER AMONGST US?
- 17. ROLE OF MANAGEMENT AND COMMUNICATION According to Henry Mintzberg, three major roles performed by managers are: Interpersonal – Communication helps in interaction with superior, peer and subordinates. Informational – Information is received and given to people outside and inside the organization by communication.
- 18. Decisional – Decisions are communicated to the organizational members for their effective implementation
- 19. PURPOSE OF COMMUNICATION………… Organization is a group of persons constituted to achieve certain specific objectives. Achievement of these objectives depends upon proper coordination and integration of human effort in an organization
- 20. Allocation and supervision of work of employees. Effective Management = Effective Communication. Medium through which an organization adapts to its environment.
- 21. For integrating various subunits of the organization. Set of interconnected channels designed to sift and analyze information imported from environment. Exports processed information to the environment.
- 22. PURPOSE OF INTERNAL COMMUNICATION Establishing and dissemination of the goals of an enterprise. Developing plans for their achievement. Organizing human and other resources in the most effective and efficient way. Selecting, developing and appraising members of the organization. Leading, directing, motivating and creating a climate in which people want to contribute their best . Controlling performance.
- 23. PURPOSE OF EXTERNAL COMMUNICATION Relates an enterprise to the environment outside. Information exchange brings awareness of customer’s needs. Awareness of competition and other potential threats and constraining factors.
- 24. CLASSIFICATION OF COMMUNICATION (CRITERION) Extent of reach Organizational structure Direction Expression
- 25. LEVELS OF COMMUNICATION Intrapersonal Communication within the individual’s brain in the form of internal dialogue. This communication continues even when we are communicating with the other person. The content of this communication consists of thoughts. The channel is the neurological apparatus through which thoughts are processed in the brain.
- 26. Interpersonal Communication: Includes ideas or informations shared by people. Takes place between two persons or in a small group of people. Can assume in the form of face to face communication, video conferencing etc.
- 27. It is beneficial as doubts can be clarified and immediate feedback is possible. Depends on the relation between two parties. Environment and cultural context also play a vital role.
- 28. EXTRA PERSONAL COMMUNICATION Occurs between human beings and non human beings. Sign language is used to transmit information or to respond. Includes communication with animals and with intelligent machines. Covers communication in occult areas of experience.
- 29. MASS COMMUNICATION Information is transmitted to the public at large. Medium used can be television, radio, internet, books, journals and newspapers. Plays important role in boosting the image of the organization and attracting customers.
- 30. Characteristic features of Mass Communication include: Audience is large, heterogeneous and anonymous. Primarily one way communication as feedback from audience is restricted. Sender usually a big organization rather than individuals. Transmitted through different channels that work fast.
- 31. ON THE BASIS OF ORGANIZATIONAL STRUCTURE (LINE & STAFF MANAGEMENT) Line Managers – Responsible for main activities of the company. Eg Manufacturing, Sales Staff Managers Control the support & service areas like accounting, distribution, personnel.
- 32. TYPES OF INTERNAL COMMUNICATION WITHIN THE ORGANIZATION Formal Communication • Informal Communication •
- 33. COMMUNCATION AT WORK Apex Business Solutions had promised to deliver a report to one of its customers by a certain date, but was unable to meet this deadline. Since the customer was very important to the company, there was an internal meeting in the concerned department to resolve the issue. During the discussion, Stephen, one of the youngest members of the department, came up with the suggestion to solve the problem. However, because Stephen was known for his non-serious, jokey comments and was relatively new in the department, nobody took him seriously. The meeting continued for two hours, and when no solution was found it was dispersed.
- 34. Later, while reflecting on the proceedings, Mr. Mahadevan, the head of the department, realized that what Stephen had suggested at the beginning was in fact the most sensible course of action, but because everyone was predisposed to take him lightly, they never considered his suggestion seriously. In fact, they had completely neglected his ideas during the discussion. Mr. Mahadevan felt that if they had heard Stephen with an open mind, they would have reached a solution in the first fifteen minutes of the meeting.
- 36. FORMAL COMMUNICATION Line relationships Refers to the line of authority that sets down the path of communication from supervisors to subordinates and vice- versa. Functional relationships Between departments within an organization. Staff relationships Communication that supports line management.
- 37. MERITS OF FORMAL COMMUNICATION Passes through line and authority and consequently ensures maintenance of authority and accountability of executives incharge. Helps to develop relations between immediate boss and his subordinates. Keeps uniformity in the dissemination of information. Information is presumed to authentic as the path is officially recognized.
- 38. DEMERITS Increases workload of various managers as communication is to be transmitted through them. Widens communication gap between top executives and lower level employees, consequently affects their relationship. Dilutes accuracy when filtering and coloring takes place at middle level.
- 39. INFORMAL COMMUNICATION / GRAPEVINE Based on informal relations . Runs in all directions and flows around all places. Emerges out of natural desire of people to communicate. Represents unofficial channels of communication. Follows no set lines or rules & spreads very fast.
- 40. EVOLUTION OF GRAPEVINE Term can be traced back to United States civil war in 1860s. During that time army telegraph wires were strung loosely from tree to tree for carrying telegraph messages. As the wires were strung loosely the communication tended to be confusing and soon any rumour was said to have been heard ‘on the grapevine’.
- 41. Types of Grapevine Rumors: • Wish fulfillment – Identifying wishes and hopes of employees. • Bogey Rumors – Exaggerating employees fears and concerns. • Wedge drivers - Aggressive, unfriendly and damaging. • Home stretchers – Anticipating final decisions or announcements.
- 42. Research shows grapevine information to be 80% accurate as it starts from someone’s account of actual event. It does contain big errors as people put their own interpretation and pass it on in a process of partial or selective recall.
- 43. FACTORS RESPONSIBLE FOR GRAPEVINE Feeling of uncertainty Feeling of inadequacy or lack of self confidence leading to formation of small groups. Formation of favoured groups by managers giving other employees a feeling of insecurity or isolation.
- 44. Merits of Grapevine: Safety Valve When workers talk about their certain apprehensions like promotions etc it does give them an emotional relief. Thus, acts like a safety valve for built up emotions of subordinates. Organizational solidarity and cohesion Existence of grapevine proves that the workers are interested in their associates. As they talk among themselves they promote solidarity. If properly used grapevine may even raise the morale of the workers.
- 45. Supplement to other channels If there is any information that cannot be transmitted through official channels, it can be transmitted through grapevine. Quick Transmission Speed with which information is transmitted through grapevine is just remarkable as rumors spread like wild fire. Feedback Provides feedback to the management as it enables them to know the thoughts of subordinates.
- 46. DEMERITS Distortion Grapevine respects nobody and it may ascribe worst possible motives to the noblest of people. It may spread distorted or baseless news which may prove harmful. Incomplete Information Usually information is incomplete and there is very likelihood of it being misunderstood.
- 47. Damaging Swiftness Rumor may cause serious damage even before the management becomes aware of it and can take any rectifying steps. Leakage Often confidential information leaks out through informal communication. Lack of Authenticity Spreads by word of mouth and may not be supported by tangible facts. Problem in fixing responsibility Origin of flow cannot be ascertained and therefore difficult to hold anybody responsible.
- 48. ON THE BASIS OF DIRECTION OF COMMUNICATION FLOW May flow inter scalar or intra scalar. Inter scalar when it flows between two persons at different managerial levels. Intra scalar when it flows between persons at the same hierarchical level.
- 49. On the basis of Direction Vertical Horizontal/ Lateral Diagonal Downward Upward
- 50. Vertical Communication Man agin g Dire ctor Divisional Managers Departmental Heads Middle Level Executives Lower Level executives Operative Employees D o w n w a r d U p w a r d
- 51. Downward Communication • It moves from top to bottom and travels through senior executives to junior level functionaries. • Corporate goals, business priorities, motivational letters, work related instructions are typical examples.
- 52. Merits of Downward Communication • Helps to explain the subordinates necessary information for performing the job. • Helps to convey to the subordinates the expectations of management from them. • Provides motivation to the workers to excel in their performance.
- 53. Demerits of Downward Communication Distortion of message Delays in transmission Overload or unload message Loss of information Built-in resistance
- 54. UPWARD COMMUNICATION Flows upward from a subordinate to the superior through middle managerial levels along the line. Primarily non directive and is usually found in participative and democratic organizational environments. Examples include: suggestion systems, grievance procedures, counseling sessions, exit interviews etc.
- 55. Ways of upward communication Feedback of information: Subordinate conveys message to the executive in response to latter’s original communication. Voluntary Communication: Flows from subordinates to convey their complaints grievances, suggestions etc.
- 56. Merits of Upward Communication: Create insight into behavioral problems. Create confidence and trust. Enhance learning and excellence. Demerits of Upward Communication: Concealments Delays and Distortion By passing Poor Listening Hesitation of Employees
- 57. HORIZONTAL COMMUNICATION Flows between persons at the same hierarchical level. Needed due to: Geographical location of divisions. Functional basis of Divisions It may be oral or written.
- 58. MERITS OF HORIZONTAL COMMUNICATION Helps in coordination of different departments. Initiates brainstorming as different departmental heads sit together.
- 59. DIAGONAL COMMUNICATION Includes horizontal flow of information among persons at different hierarchical levels without any direct reporting relationships. Used for speeding up information flow and to coordinate efforts for the achievement of organizational objectives. It may take in the form of- Task teams, Company newspaper, Formal Conference, Informal meetings
- 60. MERITS OF DIAGONAL COMMUNICATION Direct method Selective method Fastest method Better coordination Improves efficiency
- 61. DEMERITS OF DIAGONAL COMMUNICATION Bypassing vertical chain of command Interference Jeopardizes superior’s cooperation and accountability. Psychological resistance
- 62. ON THE BASIS OF EXPRESSION/ MEDIUM Verbal Communicating with words, written or spoken. Non – Verbal Includes use of pictures, signs, gestures and facial expressions for exchanging information.