SYLLABUS

Communication basics Business Communication components Types formal communication network Work team communication variables goal conflict resolution non verbal communication Cross cultural communication Business meetings Business Etiquette.

INTRODCTION
The word communication originates from the Latin word communis, which means common. It is an important aspect of human behaviour and symbolizes human beings ability to convey opinions, feelings, information, and ideas to others through words (written or spoken), body language, or signs. Communication is an integral part of life. From birth to death, every living being is communicating in his or her own way, be it with birds, animals, trees or human beings.

DEFINITION
Communication is the sum of all the things, a person does when he wants to create an understanding in the mind of another. It involves a systematic and continuous process of telling, listening and understanding. Allen Louis

Nature of Communication
It is a process It is inevitable Meaning based Communication could be intentional and unintentional Communication is systematic A two-way traffic

Classification of Communication
Communication based on the number of persons involved:
Intrapersonal communication Interpersonal communication Group communication Mass communication

Communication based on the medium employed:

Verbal communication Non-verbal communication

Meta communication: Here the speakers choice of words unintentionally communicates something more than what the actual words state.

Process of Communication
The process of communication involves two or more persons participating through a medium that carries the information or message for a particular purpose which is mutually understood by both the sender and receiver.

Elements of the Communication Process

For the communication process to materialize, it is essential that the basic elements of communication be identified. They are: Sender/Encoder/Speaker Encoding Message Medium/Channel Decoding Receiver/Decoder/Listener Feedback

IDEA

MEDIUM

NOISE

SENDER FEEDBACK

RECEIVER

Objectives/Purpose of Communication
To inform To persuade To educate To train To motivate To integrate To relate To entertain

Business Communication
The word business stands for any economic activity which is undertaken with a view to earn profit and the communication undertaken in the process of this activity is termed as Business Communication. From the very inception of any business, there is business communication. It includes oral, written, formal, informal, upward, downward, lateral, diagonal, inward, outwards as well as non verbal communication.

Functions of Business Communication

Information sharing Feedback Influence Problem solving Assists in decision making Facilitating change Group building Conveying the right message Helps in co-ordination of effort Maintain good industrial relations Development of managerial skills Motivating people Job instruction Controlling people

Communication Network
An organization is a composite of many individuals working together, towards its growth. They are constantly interacting with each other and with people outside the company. The communication network in an organization is of two types:
Internal External

Internal Communication
Interaction between members of the same organization is called Internal Communication. It could be both formal and informal. The channels of communication may be:
Vertical Horizontal Diagonal

Vertical Communication
Upward and downward flow of messages constitutes vertical communication. Information is transmitted from the top management to the employees working in the organization or vice versa.
Chinese whisperdistortion of messageremedies
Downward Communication

Upward Communication

Lateral/ Horizontal Communication

Interaction with peers or colleagues is referred to as lateral /horizontal communication.

Lateral Communication

Diagonal Communication
In this type of communications, there is no direct path chalked out for information to travel.

Financial Manager

Diagonal Communication

Marketing Manager

Financial Executive

Marketing Executives

External Communication
It does not only take place with people within the organization but with people outside the organization as well. If a company has to survive in the competitive environment, it has to adopt the latter form of communication also. The image of the company is contingent upon the relationship that it maintains with people outside.

 External communication can take on a number of forms:

Advertising Media interaction Public relations Presentations Negotiations Mails Telegrams Letters

External communication could be oral or written.

Types of Communication

Types of Communication

Oral

Non-verbal

Written

Oral Communication
Oral communication refers to the spoken words. It takes the form of sounds and words. Oral communication plays a vital role in everyday life, both for individuals and organizations. Oral communication is also referred to as verbal communication.
Oral communication takes place in many wayscasual and serious, formal and informal, structured and unstructured. Oral communication is an instantaneous two-way process. Oral communication supplements non-verbal communication. Oral communication thrives on listening.

Non-Verbal Communication
Communication that does not include words; messages expressed by nonlinguistic means; peoples actions or attributes, including their use of objects, sounds, time, and space, that have socially shared significance and stimulate meaning in others. Non-verbal communication thrives on observation. Non-verbal communication is deliberate or unintended. Non-verbal communication has universal appeal.

Written Communication
Pen is mightier than the sword. Written communication is well-structured. Written communication creates a record and can be preserved. Written communication permits erasure, substitution and revision.

RELAX
An English Professor wrote the sentence on the blackboard and directed his students to correct it. Woman without her man is nothing The boys wrote: Woman, without her man, is nothing. The girls wrote: Woman! Without her, man is nothing.

Barriers to Communication
Sender:
Lack of planning Vagueness about the purpose of communication Objectives to be achieved Choice of wrong language, resulting in badly encoded message Unshared and un clarified assumptions Different perception of reality Wrong choice of the channel

Receiver:
Poor listener Inattention Mistrust Lack of interest Premature evaluation Semantic difficulties Bias Different perception of reality Lack of trust Attitudinal clash with the sender Not in a fit physical state

Work-team Communication
A team is a group of individuals who depend on one another to accomplish a common objective. Teams are often superior to individuals because they can accomplish more work, are more creative, have more information available to them, and offer more interpersonal communication dynamics. There is a synergy at work in which the groups total output exceeds the sum of each individuals contribution.

 On the other hand, teams can waste time, accomplish little work, and create an environment in which interpersonal conflict can rage Social Loafing avoiding individual responsibility in a group setting. 2 to 7 members seems to be the most appropriate size range for most effective work teams span of control. If the group is too large, members may begin to form cliques, or subgroups.

The variables of Group Communication

Three factors conflict, conformity, and consensus greatly affect the efficiency with which a team operates and the amount of enjoyment members derive from it.

Conflict
Conflict is a greatly misunderstood facet of group communication. Group leaders try to avoid conflict becoz it detracts from a groups goals - a group experiencing conflict isnt running smoothly and is destined to fail. Conflict is what group meetings are all about emerge various viewpoints use it productively to generate and test ideas before they are implemented.

 Conflict is the essence of group interaction, Competent communicators use conflict as a means to determine what is and what is not an acceptable idea or solution. Remember! The conflict we are talking about involves debate about issues, not about personalities.

Conformity
Conformity is agreement with regard to ideas, rules, or principles. Members may be encouraged to disagree about the definition of a problem or possible solutions, but certain fundamental issues such as how the group should operate should be agreed to by everyone.

 Although group conformity and group cohesiveness are necessary for successful smallgroup communication, too much cohesiveness can result in what has been termed groupthink, the barrier to communication that results from an overemphasis on unity, which stifles opposing ideas and the free flow of information. The pressure to conform can become negative information and contrary opinions are never even brought out into the open and discussed. Thus, the group loses the advantage of hearing and considering various perspectives.

Consensus
Consensus means reaching a decision that best reflects the thinking of all team members. It is finding a solution that is acceptable enough that all members can support it and that no member actively opposes it. Consensus is not necessarily a unanimous vote, or even a majority vote.

Initial Group Goals

It is difficult to work effectively as a team members do not know one another well and are not aware of each members strengths and weaknesses, styles of working, experiences, attitudes, and the like. The first task of most new teams is to get to know one another. They should develop norms for the team.

Giving Constructive Feedback

The single most important skill to have in working through any problem is the ability to give constructive feedback. There are proven methods for giving and receiving criticism that work equally well for giving and receiving praise.

 Acknowledge the Need for Feedback The team must agree that giving and receiving feedback is an acceptable part of how you will improve the way you work together. This way, no one will be surprised when he or she receives feedback. Give both positive and negative feedback Many people take good work for granted and give feedback only when there are problems. Unfortunately, this habit is counterproductive. People are far more likely to pay attention to your complaints if they have also received your compliments.

 Learn how to give feedback Use these guidelines for compliments as well as complaints:
Be descriptive Avoid using labels Dont exaggerate Speak for yourself Use I statements

Conflict Resolution
Most conflicts in groups can be anticipated or prevented if a group spends time developing itself into a team, getting to know one another, establishing ground rules, discussing norms for group behaviour, and the like. React to problems appropriately, consider them group problems, and have realistic expectations about the group process.

 Competent communicators welcome all contributions from group members, regardless of whether the members agree or disagree with their own views. They evaluate each contribution objectively and respond in a nonthreatening manner, with comments that are factual, constructive, and goaloriented. If interpersonal conflict appears to be developing into a more or less permanent part of the group interactions, the group should put the topic of conflict on its agenda and then devote sufficient meeting time to discussing and working through the conflict.

Nonverbal Communication
The most important thing in communication is to hear what isnt being said. Peter Drucker A nonverbal message is any message that is not written or spoken. The nonverbal message accompany a verbal message or it may occur alone. Nonverbal messages are typically more spontaneous than verbal messages, but that does not mean that they are any less important.

The six most common types of nonverbal communication in business

Body movement Physical appearance Voice qualities Time Touch Space and territory

Communicating in a Diverse Environment

Ethnocentrism- the belief that ones own cultural group is superior. International business would not be possible without international communication.

Cultural Differences
Cultural differ not only in their verbal language but also in their nonverbal language. Very few non-verbal messages have universal meanings. International cultures differ widely in their emphasis on individualism, long-term orientation, time orientation, power distance, uncertainty avoidance, formality, materialism, and context- sensitivity. Each person interprets events through his or her mental filter and that filter is based on the receivers unique knowledge, experiences, and viewpoints.

 Body language, especially gestures and eye contact, also varies among cultures. Touching behaviour is very culture-specific.

Strategies for communicating across cultures

When communicating with people from different cultures, whether abroad or at home, use the following strategies:
Maintain Formality Show respect Communicate clearly Value diversity

Business Meetings

Business Meetings
Meetings serve a wide variety of purposes in the organization. They keep members informed of events related to carrying out their duties; they provide a forum for soliciting input, solving problems, and making decisions; and they promote unity and cohesiveness among the members through social interaction. The ability to conduct and participate in meetings is a crucial managerial skill. To use meetings as an effective managerial tool, we need to know not only how to run them but also when to call them and how to follow up afterward.

Planning the meeting

Identifying your purpose:
The first step is always to determine your purpose. The more specific you can be, the better results you will get.

Determining whether a meeting is necessary:

Determine whether a meeting is the best way to accomplish your goal.

 Preparing an Agenda:
An agenda helps focus the attention of both the leader and the participants. This list of topics or agenda, will accomplish two things:
It will help you prepare for the meeting by showing what background information youll need, and It will help you run the meeting by keeping you focused on your plan.

Knowing what topics will be discussed will also help those attending the meeting to plan for the meeting effectively reviewing needed documents, bringing pertinent records, deciding what questions need to be raised, and the like.

 Deciding who should attend:

Everyone at the meetings should have a specific reason for being there. If you must decide who will attend a particular meeting, your first concern is how the participants relate to your purpose. We want to include all who can contribute to solving the problem we are discussing in the meeting.

 Determining logistics:
Schedule a meeting that requires extensive discussion and creative problem solving at the end of the workday, when members may be exhausted emotionally and physically? Or, schedule a three-hour meeting in a room equipped with un-cushioned fold-up chairs, poor lighting and extreme temperatures?

 Instead, facilitate group problem solving by making intelligent choices about the timing and location of the meeting, room and seating arrangements, types of audiovisual equipment, and the like. Doing so will increase the likelihood of achieving the goals of the meeting.

Conducting the meeting

Planning for a meeting goes a long way toward ensuring its success, but the managers job is by no means over when the meeting begins. A manager must be a leader during the meeting, keeping the group focused on the point and encouraging participation.

 Punctuality:
An efficient leader begins and ends each meeting on time.

Following the agenda:

One key to a focused meeting is to follow the agenda. Formal meetings discuss only the listed items in the agenda Less formal meetings more and new topics and information arise.

 Leading the meeting:

Begin the meeting with a statement of your purpose and an overview of the agenda. As the meeting progresses, keep track of time. Dont let the discussion get bogged down in details. Preventing people from talking too much or digressing from the topic requires tact.

Comments like:
I see your point, and that relates to what we were just discussing
Juan, how dose this look from the perspective of your department?

 Determine which problem-solving strategy is appropriate. As leader, youll sometimes have to resolve conflicts among members. Your first step is to make sure that all members understand the facts involved and that you and everyone else understand each persons position. You then need to examine each persons goals and search for alternatives that will satisfy the largest no: of goals. At the end of the meeting, summarize for everyone what the meeting has accomplished. The secretary of the committee is required to make a record of what happens at the meeting the minutes.

Following up the meeting

Routine meetings may require only a short memorandum or email as a follow up to what was decided. Formal meetings or meetings where controversial ideas were discussed may require a more formal summary. Formal meetings require formal minutes of what took place. The minutes should be accurate, objective and complete.

Business Etiquette

Business Etiquette
Business etiquette is the practice of polite and appropriate behavior in the business setting. It dictates what behaviors are proper and under what circumstances; thus business etiquette is really concerned with interaction between people not meaningless ritual. Each organization has its own rules about what is and is not considered fitting in terms of dress, ways of addressing superiors, importance of punctuality, and the like.

 Executives who follow correct business etiquette are more confident and appear more in charge; and the higher you advance in your career, the more important such behavior will become. Good manners are good business; they communicate a strong positive message about you as a person.