Business Communication

Business Communication

Communication
Communication is one of the most human of activities(basic).
The exchange of thoughts which characterises
communication is carried out by conversation (still the
most popular form of entertainment in the world), by
written word (letters, books, magazines and newspapers),
and by pictures (cartoons, television and film).

Communication has been defined as a ‘transactional process’

between two or more parties whereby meaning is exchanged
through the intentional use of symbols.
 Business Communication

The key elements here are that the communication is

intentional ( a deliberate effort is made to bring about a
response), it is a transaction (the participants are involved
in the process), and it is symbolic (words, pictures, music, and
other sensory stimulants are used to convey thoughts).

Since human beings are not telepathic, all communication

requires that the original concepts be translated into symbols
which convey the required meaning.
 Business Communication

Communication : Definition
Transfer of information and understanding from one
person to another person.
The word “communication” has been derived from Latin
word “Communis” which means common.

“Communication, therefore, means establishing a

commonness with some one by sharing Idea, Thought,
Feeling and Attitude.”

Also can be defined as -

“Communication is the process of sharing the message
that produces response”

Communication Process (Refer next slide)

The communication process
Message
Encoding Decoding
and
Process Process
Channel
Intended Perceived
Message Message

Decoding Feedback Encoding

= Noise
 Business Communication

Expanse of Communication
• Communication connects all living beings.
• Communication ushers progress.
• Communication galvanizes action.
• Communication adds meaning to life.

Need for Communication

• Communication stems from the desire to express
oneself.
• Human beings have the urge to convey feelings, ideas
and thoughts.
• Desire from communication varies from person to
person and time to time.
 Business Communication

Objectives of communication (in general)

• To inform
• To educate
• To train
• To motivate
• To integrate
• To relate
• To promote
• To entertain
• To facilitate decision making
Communication is goal oriented and helps to get across and
accomplish results.
 Business Communication

Functions of Communication ( in business

context)
• Helps in co-ordination (Alignment & Integration)
• Assists in decision making
• Motivates people
• Performance feedback
• Job instructions
• Controlling people
• Informal communication / Gossip / Rumours
• Emotive function (managing grievances/ frustrations)
 Business Communication

Communication can be classified into five types

1. Intrapersonal communication

2. Interpersonal communication

3. Small group communication

4. Public communication

5. Mass communication
 Business Communication
Seven Essentials in Communication (7 C’s)
• Completeness

• Conciseness

• Consideration

• Concreteness – No vagueness, Definite

• Clarity

• Courtesy

• Correctness
 Business Communication

Classification of Communication

Formal & Informal Communication

Formal Communication can be in three directions:

Downward – From Superiors/management to

subordinates and workers

Upward – From subordinates/workers to senior

officers/management

Lateral – Between colleagues, peers, interdepartmental

meetings, etc.

Informal Communication : Grapevine

 Business Communication

Five components which contribute to effective

interpersonal communications
• Self Concept – My role in communication

• Listening

• Clarity of expressions

• Coping with emotions

• Self Disclosure – Openness invites openness from

others also.
 Why do we communicate ??

• We communicate to:
• Share our ideas and opinions
• Provide feedback to others
• Get information from others
• Gain power and influence
• Develop social relationships
• To solve problems
• Motivating
 Business Communication

SHARE YOUR IDEAS

 Share your ideas to…
• State an opinion or position
• Give instructions or directions
• Announce a change
• Make presentations
• Participate in meetings
• Give information in emergencies
• Communicate the organizational mission,
vision, and values
SHARE your ideas – a model

• State the main point of your message

• Highlight other important points
• Assure the receiver’s understanding
• React to how the receiver responds
• Emphasize/summarize your main ideas
Obstacles to sharing ideas…

• Your own shyness

• Fear of rejection
• Peer pressure
• Unorganized thinking
• Having to deal with aggressive people
• Others possibly becoming defensive
Get good information to…

• Find out facts and details

• Get directions or instructions
• Try to understand another’s point of view
• Help someone solve a problem
• Resolve a team conflict
• Solve work problems
Obstacles to getting good
information
• Lack of trust
• Assuming you already know it all
• Jumping to conclusions
• Not valuing diverse opinions
• Weak reading skills
• Weak listening skills
• Weak questioning skills
 Give feedback when…
• Someone asks for your opinion
• Work errors occur frequently
• A coworker’s habits disturb you
• A coworker’s behavior has negative consequences
• There are unresolved problems
• and other ideas you may have thought of

Constructive feedback focuses on facts not people,

solving problems instead of placing blame, and
strengthening relationships instead of “being right”
STATE feedback – a model

• State the constructive purpose of your

feedback
• Tell specifically what you have observed
• Address and describe your reactions
• Tender specific suggestions for
improvement
• Express your support and respect for
the person
Obstacles to giving constructive
feedback
• Separating the person from the problem
• Others becoming defensive or angry
• Fear of negative consequences (especially if the
other person is a supervisor)
• Dealing with potential conflict (especially if the other
person is aggressive)
• Avoiding hurt feelings
• Preserving relationships
• Not having all the facts and jumping to conclusions
• Choosing the right time so that the other person is
most receptive
 Business Communication

Barriers to Effective Communication.

Personal Barriers.
Human emotions, Love, Fear, Anger, Distrust, Values
Poor Listening – Hearing is with ears while listening is
with mind (attentiveness is the keyword in listening)
Perceptions – Opinionated, etc
Physical Barriers.
Interference, Noise.
Distance – a. Physical b. Hierarchial
Semantic Barriers.
Multiple Meaning Words
Language
BARRIERS TO COMMUNICATION
Thank You