6




 


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Communication enables organization to
function.
It is a two way process of sending and
receiving messages. In a business,
communication is effective when it is
understood and when it leads to action.


 

 

 
6


 


Úrovides Úractical Information ± (that is of

use).
Gives Facts rather than impressions. ±
Clear, Convincing, Accurate and Ethical.
Clarifies and Condenses Information.
Úersuades the receiver/s to act. - Ads

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6
 6



 

©tronger Decision Making.
Increased Úroductivity.
©teadier Workflow.
©tronger Business Relationships.
Enhanced Úrofessional Image.
Fast Úroblem ©olving.

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Factor Responsible for growing
importance of communication
Global Business Environment
Large scale operations
Technological advancement
Role of information
Úarticipative management style

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 Methods of communication

Verbal ± use of words

½ Ôral Communication
Advantage
i) ©peed
ii) Úersonal attention
iii) Immediate feedback
iv) Confidentiality
v) Non--verbal cues.
Non
3
 Methods of communication

Verbal ± use of words

½ Ôral Communication
Disadvantage
i) No Evidence
ii) Not suitable for lengthy communication
iii) Doesn¶t suit distances
iv) Noise

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 Methods of communication

Verbal ± use of words

½ Written Communication
Advantage
i) Úermanent
ii) Easy to understand
iii) Errors can be rectified is preparation in
advance.
iv) Evidence / record
v) Can be one to many
vi) Lasting impact ± Low noise ¦
 Methods of communication

Verbal ± use of words

½ Written Communication
Disadvantage
i) Time consuming
ii) ©ome messages can¶t be put into writing
iii) Immediate feedback is not possible
iv) No non-
non-verbal cues
v) Lack of confidentiality
vi) May cause damage

 Methods of communication

Non Verbal Communication

1. Body language (Kinesics) = posture, facial

expression, eye contact, gestures, body
shape, smell and touch, and silence.

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 Body Language
Body language is used while |




 in a close Úroximity.

E.g. using positive body language - make a

lot of eye contact, smile, nod in agreement
with major points and generally act as
though you are persuaded by arguments.

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 Body Language

Mirroring
In any intimate communication there is a
natural tendency to mirror the body
position of the person you are talking to,
and this behaviour tends to result in a
more relaxed and agreeable atmosphere.
You can put the other side at ease by
being aware of this and making a positive
but subtle effort to mirror their posture -
but don't overdo it. m
 Body Language

 
 should be a positive form of
nonverbal communication, but if it is not
used correctly it can easily become
negative.
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Keeps the audience activated, adds
animation. ©hows that you are
engrossed.

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 Body Language

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A bent posture is indicative of a person without

conviction. ©aying one thing whilst meaning
another - such as a salesperson giving an
exaggerated sales pitch.

The upright posture demonstrates adult, assertive

behaviour with no hidden meaning or
manipulations in the communication. This is
the posture you should practice and use when
presenting.
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 Non Verbal Communication

2. ©ign language = Visual ©ymbols and

Audio symbols.
3. Úaralanguage ± way we use voice for
uttering words. Úitch variation, volume,
speed and pause, stress on words, non-
non-
fluencies
4. Circumstantial Language = ©pace,
surrounding, time
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 Channels of communication

Formal Communication Network

½ Downward & Upward
½ Horizontal & Lateral
½ Diagonal

Informal Communication Network

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 Channels of communication

M
  ±
 
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Úlanned Communication among Insiders
(Letters , Reports, Memo, e-
e-mails) , follows
company¶s chain of command.
 
|
Ôther than the modes of Internal
communication speeches websites, news
releases etc.
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 Channels of communication

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Casual communication among employees
(e-
(e-mail, face to face conversation, and
phone calls that do not follow company
chain of command).
Unofficial.
Grapevine is important source of
information in most organization.
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 The Úrocess
1. The
 has an 


2. The sender  
the idea.

3. ©ender decides on message form (word,

facial expression, gesture), length, tone,
style ± which depends on your idea,
audience, your personal style or mood.
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 The Úrocess

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| ± Verbal (©poken or Written) or
Non Verbal
 ññ Telephone, Letter, Memo, E-E-
mail, Report, Face to Face exchange.
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    has
  has to read to
understand. When to listen you should
first be able to hear.

 The Úrocess

à   ± absorbing and

understanding.
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 ± Audience¶s response,
helps in evaluating the effectiveness of
the message.
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 Barriers to Communication



Ú 
|  
A message can
be perceived as unimportant by the
receiver.


  
.

  
.
Ú 




 Barriers to Communication


    ± employees

have good ideas, but they do not
communicate this to management as they
feel management will not heed to their
suggestions and also they do not have
effective means to share there ideas
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Ú | 

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 Barriers to Communication


 


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 Barriers of Communication


  
Distractions ± bad connection, poor acoustics,
machine sound, illegible copy/print, poor
lightening, health. Emotions such as anger,
fear.
Information Ôverload
Úoor listening & instant interpretations
Emotions
Closed mind
Filtering. & Distrust. Ã
 Barriers of Communication





|% 


Noise
Loss during transmission.
Ôrganisational ©tructure
Cultural barriers

3
 Ôvercoming Barriers to
Communication

1. Adopt audience centric approach.

2. Create an open Communication Climate.

a) Modify Ôrganizational Level.
b) Facilitate Feedback ± it should be
specific, impersonal/job related, use ³I´,
should help the receiver not you, timely,
direct negative feedback to ones who can
control their actions.
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 Ôvercoming Barriers to Communication

3. Ethical Communication-
Communication- avoid
Úlagiarism, Deliberately omitting,
Misrepresenting Numbers. Make ethical
choice. Is the message ethical?
4. Create Lean Efficient Messages.-
Messages.-
remove messy appearance, control
emotions

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 Ôvercoming Barriers of Communication

5. Minimize Distractions.

6. Ask your colleagues and superiors for a

constructive criticism.


 Ethical Dilemma

Writing your resume so that a 2 year lapse won¶t be

obvious.
Telling your best friend about your companies upcoming
merger right after mailing the formal announcement to
your shareholders.
Hinting a colleague that he must start looking around as
you know that he would be fired at the end of the month.
©aying nothing when you see one employee taking credit
for another¶s Idea.
Making up an excuse to reach late to the office.
Falling sick because you have accumulated sick leaves.
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