EN212 BUSINESS

COMMUNICATION & SKILL DEVELOPMENT

Unit I

What is “communication”?

The activity or process of expressing ideas and feelings or of giving people information

What is “to communicate”?

To exchange information, news, ideas etc. with somebody

Origin of Communication

Noun -Communication• Latin – Communicationem• French- Communication-meant imparting or conveying or exchange of

ideas, knowledge etc. Verb- Communicate• Latin – Communicare• French- Communismeant to give to another as a partaker; to

impart, to confer, to transmit, to inform.

Importance of Importance of CommunicationCommunication•Communication is Communication is

indispensableindispensable today. today.

•Human activity and transaction Human activity and transaction [personal professional] become [personal professional] become possible through possible through communicationcommunication

•Life- blood of businessLife- blood of business

Factors that made communication (CMN). significant

– Advancement of science & technology

– Quick transport and lessening of distance

– Globalization of business

– Professionalism in management of business

Information revolutionInformation revolution Multiplication of systems of CMN.Multiplication of systems of CMN. Democratization of organizationDemocratization of organization Advancement in social sciencesAdvancement in social sciences Revolution in visual CMNRevolution in visual CMN..

Business Communication

What is Business communication? Business communication is any form

of communication, verbal or nonverbal, that is used to relay a message, promote a product or service or share information.

Communication technologies / Communication technologies / systems used in Business systems used in Business CommunicationCommunication Management Information System – Management Information System –

MISMIS collects & shares data about sales, collects & shares data about sales,

production, inventory, costs, production, inventory, costs, personnel, etc.personnel, etc.

Periodic Reports-PRPeriodic Reports-PRInformation given to Managers about Information given to Managers about

dept. activities.dept. activities. Personal Activity Report- PARPersonal Activity Report- PAR Decisions made during conversations , Decisions made during conversations ,

visits, & meetings.visits, & meetings.

Strategic Information System [SIS]

Monitors internal business plans that are made To coordinate different activities of business; To distribute resources To motivate employers

Decision Support System (DSS) Comprises all decisions conveyed through PAR

Effective communication

Organisational functioning is facilitated by Quicker problem solving Stronger decision- making Steadier work flow Enhanced professional image of the organisation

Business is promoted with Sales, purchase & use of materials Strong business contacts Improved response of business owners;partners Increased output/productivity

Process of communication

• Process is a series of things done to achieve something

• Factors that constitute the process of CMN:The senderThe messageThe channel/mediumReceiverFeedback

• Sender encodes the message ie. formulates the message according to the maxim of quanity; [ encoding]

• Message- written or spoken- must be clear; faultless– Eg. Fetch me the bulkiest book from

the top shelf in my study [room].• Choice of the medium written or

spoken; verbal or non-verbal; phone or mail depends upon the context and needs.

DecodingDecoding The receiver recognizes the symbols The receiver recognizes the symbols

andand understands the message clearly.understands the message clearly.

This process requires competencies –This process requires competencies –knowledge of words; ability to handle knowledge of words; ability to handle the channel and successfully the channel and successfully overcoming the barriers.overcoming the barriers.

FeedbackFeedback

the receiver’s response is the feedback.the receiver’s response is the feedback.

Types of communication

• Communication in an Organisation

• An Organisation is a body of persons working for a well defined goals.. To achieve the goal the members of the organization must be in constant touch with one another

Internal communication-formal

External communication-formal

• Downward CMN.

• Upward CMN

• Horizontal CMN

• Grapewine-/informal

• Consensus

• VERTICAL HORIZONTAL GRAPEWINE VERTICAL HORIZONTAL GRAPEWINE CONSENSUSCONSENSUS

• Downward upwardDownward upward

• Vertical flow: The communication is both Upward and Down Ward

Downward cmn• Top management communicates with the

employees:• Sends continuously information to the employees• Devises ways to elicit information from them

Media for Downward CMN

Oral &written communication Directives to initiate action through lettersPolicies and procedures through circulars, manuals, bulletins Activities and achievement through Annual reportMiscellaneous information through postersOral instructions to convene a meetingDirect address through Public Address systemFilms &slides

Limitations of downward Cmn.Limitations of downward Cmn.Under communication and over- Under communication and over-

communicationcommunicationIn case of long line communication, there In case of long line communication, there

may bemay beDelayDelayLoss of informationLoss of informationDistortionDistortionResentment by subordinate staffResentment by subordinate staffDistortionDistortion

• To make Downward CMN effective• Managers should be adequately informed• Managers should be clear about how much to

communicate• Some authority should be delegated to lower levels to

shorten the line of CMN.• Information should be passed on to the correct person.

UPWARD CMN Upward CMN moves from the subordinate staff to

the superiors

– Its importance• Provides feedback to the superiors• Releases the pent-up emotions of the

subordinate staff• Provides the superiors with useful

suggestions• Makes the introduction of new

schemes easier• Promotes harmony

Methods of upward Cmn. Methods of upward Cmn.

Open-door policyOpen-door policyComplaints &suggestion boxesComplaints &suggestion boxesSocial gatheringsSocial gatheringsDirect correspondenceDirect correspondenceReportsReportsCounsellingCounselling

Limitations of upward Cmn

Employees are reluctant to express themselves Employees fear that their criticism may be

interpreted as a sign of their personal weakness Great possibility of distortion Bypassed superiors feel insulted

Effectiveness of upward Cmn.Effectiveness of upward Cmn.

• Superiors should take initiative to get close to the subordinate staff

• Keeping the line of communication short

• Prompt redressal of legitimate grievances

Horizontal Cmn.Horizontal Cmn.

• Cmn. Between people at the same level

• Frequently used Cmn.

• Exchange information

• Discuss organisational problem during coffee break

• Production

• Purchase sales

• Accounts public relations

• Administration

Importance of Cmn.

– Promotes understanding and coordination

Methods of Cmn

Face to face discussion

Telephonic talk

Periodical meetings

Memos

The Functions of Communication Internal Functions

to generate and disseminate information to direct and instruct employee to maintain and improve morale sense to cultivate a sense of belonging to the

organization

External FunctionExternal Function• to sell and obtain goods and servicesto sell and obtain goods and services• to liaise with other organizationto liaise with other organization• to create a good willto create a good will

For proper function of communication the following questions should be asked

What information is to be conveyed ? Who requires it? What should be its form? What techniques of dissemination should be

used? What technological aids should be used?

i Information of immediate concern working procedure skills required for a job methods of training available for self and

organizational developments ii Working environment related

information rules for safety facilities Details about cubs, societies, union cafeteria

etc iii Information about personal benefits

pay, allowances, health insurance, leave facilities, holidays ets

iv Information to be provided to the employees

Information about organisation as a whole work of other departments/ sections

relationship of one dept. with another ultimate objective etc.