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7/30/2019 A PAPER ON COMMUNICATION
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PREPARED AND PRESENTED BY
SONNET THOMAS9567323598
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Principles of communication Truthfulness and fairness
Freedom of expression
Tolerance to dissenting views
Respect to others
Full disclosure of information
Avoid distortion
Avoid insulting language
Avoid rumours
Respect privacy
Dont entertain unethical communication
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Types of communication Downward: orders, instructions, policy statements,
notices, circulars etc.
Upward: to send information, suggestion, complaints,grievances etc.
Horizontal or lateral: at the same level
Diagonal or cross-wise: cuts across different levels and
functions. The supervisor in the finance dept.communicates directly with a regional marketingmanager who is not only in a different department, butalso at a higher level in the organisation
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Basic Communication
Verbal
Nonverbal
Structure Intent
More SpontaneousLess Control
Conscious PurposeMore Control
Non
verbal
Verbal
Less StructuredHarder to Classify
More StructuredEasier to Study
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Nonverbal communication differs from verbalcommunication in fundamental ways.
its less structured, so it's more difficult to study.
Nonverbal also differs from verbal communication interms of intent and spontaneity. You generally plan
your words. But when you communicate nonverbally,you sometimes do so unconsciously. Without yourconsent, your emotions are often written all over yourface.
Verbal communication consists of words arranged inmeaningful patterns: that is according to the rules ofgrammar by putting the various parts of speech in theproper sequence.
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Chapter 1 -7
Listening45%
Writing9%
Reading16%
Speaking30%
R
eceivingS
endin
g
Usage of Business Communication Channels
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Given a choice, people would rather talk to each otherthan write to each other.
Talking takes less time and needs no composing,keyboarding, rewriting, duplicating, or distributing,and oral communication provides the opportunity forfeedback.
Nonetheless, oral communication has drawbacks. Youhave far less opportunity to revise your spoken wordsthan to revise your written words.
At times written forms are more appropriate andeffective: if the information you are conveying is verycomplex, if a permanent record is needed for futurereference, if the audience is large and geographicallydispersed, and if immediate interaction with theaudience is either unimportant or undesirable.
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Informal contacts with outsiders are important for learningabout customer needs. As a member of an organization,
you are an important informal conduit for communicating
with the outside world. Many outsiders may form theirimpression of your organization on the basis of the subtleclues you transmit through your tone of voice, facialexpression, and general appearance.
Top managers rely heavily on informal contacts with
outsiders to gather information that might be useful totheir companies, either by networking with fellowexecutives or talking with customers and frontlineemployees.
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Verbal communication- oralVerbal means connected withwords
Speech comes before writing
Spoken communication or the communicationinvolving speech is oral C
It is a spontaneous activity
Provides immediate feedback
Time-saving and economical
Gives an opportunity to correct any mistakes
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Verbal communication- written Written communication is creative activity that
requires a lot of imagination and effort to arrive at thefinal write up
Is based on conscious effort
Is not spontaneous as oral C
Collect all the necessary information, arrange in a
logical order and then write out very carefully Letters and reports, nicely produced, reflect the image
of the organisaiton
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Oral and written communications-a comparison
Point of comparison Oralcommunication Writtencommunication
Nature Information withpersonal touch
Formal withoutpersonal touch
Speed Fast SlowFlexibility High Low
Record No record Permanent record
Cost Economical (low) High cost (costly)Gestures Can be used Cant be used
Feedback Immediate Delayed
Suitability For short and simplemessages
For lengthymessages
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Nonverbal communication Actions, gestures, facial expressions, etc.
Transmits most info in face-to-face meetings
Influences meaning of verbal and written symbols Less rule bound than verbal communication
Important part of emotional labour
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Meaning and role of
communication A social activity
The process by which we exchange meanings, facts,
ideas, opinions or emotions with other people Done through speech, writing, exchange of a common
set of symbols etc.
Critical to the success of any organisation
Information, ideas, attitudes or emotions getconveyed from persons or groups
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Functions of communication Information sharing
Feedback to and from employees
Influence people
Problem solving Assists in decision making
Facilitating change
Group building
Conveying the right message Coordination of efforts
contd
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Good industrial relations
Development of managerial skills
Ensuring effectiveness of policies Motivating people
Performance feedback
Job instruction
Controlling people
Spreading rumours/ grapevine
Emotive function
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Growing importance of human relations
Corporate image and public relations
Technological advancements Growth in the size of organisations
Growth of trade unions
Motivation, morale and fostering positive attitude
Advances in behavioural sciences
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Importance of Communication Growing importance of human relations
Corporate image and public relations
Technological advancements Growth in the size of organisations
Growth of trade unions
Motivation, morale and fostering positive attitude
Advances in behavioural sciences
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Communication models Who
Sayswhat
In what channel Towhom
With what effect
When
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Communication process One-way communication process
Two-way communication process
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Receiver
Decodemessage
Encodefeedback
Formfeedback
Sender
Formmessage
Encodemessage
Decodefeedback
TransmitMessage
TransmitFeedback
Receiveencodedmessage
Receivefeedback
Noise
Communication Process Model
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Channels are oftwo types Formal channel
Informal channel
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Internal Communication
Official Structure
Formal Chainof Command
Up, Down, AcrossFormal Power Lines
The Grapevine
InformalNetworking
Unofficial Linesof Power
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Internal communication refers to the exchange of informationand ideas within an organization. Internal communication helps
employees do their jobs, develop a clear sense of theorganizations mission, and identify and react quickly topotential problems.
The official structure (formal communication network) istypically shown as an organization chart that summarizes thelines of authority; each box represents a link in the chain of
command; each line represents a formal channel for thetransmission of official messages. Information can f low in threedirections.
Downward flow. Organizational decisions are usuallymade at the top and then flow down to the people who will carrythem out.
Upward flow. To solve problems and make intelligentdecisions, managers must learn whats going on in theorganization.
Horizontal flow. Communication also flows from onedepartment to another, either laterally or diagonally.
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The grapevine (informal communication network)supplements official channels. People have casualconversations at work.
Most deal with personal matters, but about 80 percentof the information on the grapevine pertains tobusiness.
Some executives are wary of the grapevine, possiblybecause it threatens their power to control the f low ofinformation. Savvy managers tap into the grapevine,using it to spread and receive informal messages.
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External Communication
Formal Contacts
Marketing
Public Relations
Informal Contacts
Employees
Managers
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External communication carries information into and out ofthe organization.
Good communication is the first step in creating a favorable
impression. Carefully constructed letters, reports, memos, oral presentations,
and websites convey an important message about the quality ofyour organization.
Messages such as statements to the press, letters to investors,
advertisements, price increase announcements, and legal actionupdates require special care because of their delicate nature.
Such documents are often drafted by a marketing or publicrelations teama group of individuals whose sole job is creatingand managing the flow of formal messages to outsiders.
The public relations team also helps management plan for andrespond to criseswhich can range from environmentalaccidents or sabotage situations to strikes, massive productfailure, major litigation, or even an abrupt change inmanagement.
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Formal channel of communication Formal: normally controlled by managers or people
occupying similar positions in an organisation
Carefully thought out and well designed
Main line of the organisationsoperationalcommunication
Eg: reports, records, orders, instructions, letters, sales
presentations, advertising, publicity material
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Advantages of formal
communication Effective
Cover more distances- can reach out to all branchesspread across the world
Consolidates the organisation and satisfies the people
in managerial position
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Limitations Hindrance to free flow of information
Consumes more time and money
Red-tapism and delay tactics
Adversely affects the relationship between executivesand subordinates
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Informal communication or
grapevineA secondary network of information
Source lies in mans compulsive instinct tocommunicate or talk out whatever he feels and thinkswith his fellow beings
Rumours spread fast in any organisation
Unofficial channel of communication created and
controlled by people themselves Not set of definite rules
Spreads fast like the grapevine, and hence the name
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Why grapevine is active? The urge to share ideas with like-minded companions
Feeling of uncertainty, inadequacy
Lack of self confidence, sense of direction Formation of favoured group by the manager giving
other employees a feeling of insecurity or isolation
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Grapevine chains Single strand chain: A to B, B to C and so on
Gossip chain: tells everyone
Probability chain: at random
Cluster chain: A tells something to a few selectedindividuals and then some of these individuals informa few other selected individuals
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Merits of grapevine Speedy transmission
Feedback value
Support to other channels
Psychological satisfaction
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Communication Barriers
Perception and language
Restrictive environments
Distractions
Deceptive tactics
Information overload
Physiological barriersPsychological barriers
Physical barriersCultural barriersSemantic barriers
FilteringInformation overload
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Interference in the communication process is called noise whichcan be caused by a variety ofcommunication barriers.
Selective perception: Peoplechoose the details that seemimportant to them. Language: There is a limit to how completelyany two people share the same meaning for a word.
Arestrictive environment: a directive and authoritarianleadership style, can block the flow of information.
Physical distractions: bad connections, poor sound systems, orillegible photocopy can block an otherwise effective message.
Deceptive communicators :exaggeration of benefits, givinginaccurate statistics etc.
People constantly receive messages via e-mail, express couriers,fax machines, voice mail, websites, regular mail and cell phones.Information overloadcaused by the sheer number of messagescan be distracting, making it hard to discriminate betweenuseful and useless information.
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Information overloadA barrier to communication
Happens when people are loaded with lots ofinformation
Delays processing or responding toinformation/message
Delay may become a habit, causing serious
communication problems People may become selective in their response
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Episodes of
informationoverload
Employees
informationprocessing
capacity
Time
Information Load
Information Overload
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Overload: Problem Solved
Gatekeeper Message C
Overload(too many messagesreaching a person
at once)
Use gatekeepers tocontrol the number
of incomingmessages received
Use queuing topresent messages
in order
Problem:
Solutions:
Message C
Message B
Message A
Person
Message C
Message B
Message A
Message A Message B Message C
Person
Person
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Overcoming Barriers
Open
Communication
EfficientMessages
Audience-Centered
Approach
EthicalCommunication
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Overcome barriers and improve
your communication Effective communicators work hard at perfecting the
messages they deliver. When they make mistakes, theylearn from them.
(1) adopting an audience-centered approach;
(2) fostering an open communication climate;
(3) committing to ethical communication; and
(4) creating lean, efficient messages. Following these guidelines will help you.
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Audience-Centered
Approach
Biases
Education
Age
Status
Style
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Adopting an audience-centered approach meansfocusing on and caring about your audience, making everyeffort to get your message across in a way that ismeaningful to them.
Learn as much as possible about the biases, education, age,status, and style of your audience to create an effectivemessage. When you address strangers, try to find out moreabout them; if thats impossible, try to project yourself into
their position by using your common sense andimagination.
By writing and speaking from your audiences point of view,you can to help them understand and accept your message.
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Communication ClimateCorporate
Culture
Flat
Tall
High
Low
Level ofFeedback
OverallStructure
More Open
Less Open
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An organizations communication climate is a reflectionof its corporate culture:the mixture of values, traditions,
and habits that give a company its atmosphere orpersonality. Successful companies encourage employee contributions
by making sure that communication f lows freely down, up,and across the organization chart.
Having a flat structure (fewer levels) and a wide span ofcontrol (more people reporting to each supervisor) is lesslikely to introduce distortion than having a tall structureand a narrow span of control.
Enables managers to share information with colleagues and
include employees in decision making, goal setting, andproblem solving. Giving your audience a chance to provide feedback is
crucial to maintaining an open communication climate.
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Strategies for improving
communication effectiveness (A) Clarity of purpose: what exactly we wish to communicate?
Plan carefully.
Shared activity: effective C- responsibility of all in the orgn-
all are working towards a common goal Common set of symbols: familiar to the sender and
receiver- avoid unnecessary technical jargon
Focus the needs of the receiver: will make him morereceptive to your message
Use feedback: problems in C arise due tomisunderstandings and inaccuracies. Ask questions,request a reply to a letter, encourage the receiver to give hisreactions to the message/information
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Active listening: joint responsibility of the sender and the
receiver Controlling emotions: a successful communicator mustlearn/ train himself to exercise restraint on his emotions,esp. anger. We often communicate with our negativefeelings and emotions leading to all sorts ofmisunderstandings owing to emotion-loaded encoding ofthe message or misinterpretation of the incoming message
Politeness: The tone makes the music- exercise authoritywith grace. Politeness encourages participativecommunication involving people at all levels
Eliminate noise: anything going wrong with the equipmentor any disturbance in the transmission line
Clarify assumptions: the sender of the message must firstclarity his assumptions and then go ahead with properencoding of the message
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Avoiding connotation and ambiguities: semantic problems
can be solved by using simple language. Avoid allambiguity during communication Socio-psychological aspect: both sender and receiver
should make conscious efforts to understand each otherscultural and socio-psychological background
Completeness: send a complete message, furnishing allnecessary facts and figures. Incomplete ones annoy thereceiver- proper feedback may not come. Receivershouldnt be left in doubt
Conciseness: KISS- Keep It Short and Simple- be conciseand crisp in communication
Proper use of body language: in oral C- good eye contact,graceful movements of hands and feet, warm handshake,holding head straight on shoulders with confidence
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Thank you References:
K. K. Sinha, Business Communication, GalgotiaPublishing Company
Bovee, Thill, Schatzman, Business CommunicationToday, Pearson Education
R. C. Bhatia, Business Communication, Ane Books
M. K. Sehgal, Vandana Khetarpal, BusinessCommunication, Excel Books