LECTURE 1 - UNDERSTANDING BUSINSESS COMMUNICATION*

CHANGING NATURE OF ORGANIZATIONSShift from . . .

hierarchical (tall) to decentralized (flat) structuresclimate of authority (control) to climate of coaching (support through performance feedback)analog to digital (computerized information technology)regional or national competition to global competition

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CHARACTERISTICS OF PRESENT DAY ORGANISATIONSDiversityWork teamsTechnologyEmpowermentCost containmentEnvironmental concernsOutsourcing*

WHY BUSINESS COMMUNICATION Research conducted in 2000 by the National Association of College Employers (NACE) identified the top ten characteristics employers seek in a job candidate . No 1 was Communication Skills, followed by motivation/initiative and team work skills. *

WHY B C A survey of 224 recent business graduates ranked communication as the most important area of knowledge both for securing employment after graduation and for advancement and promotion once on the job. *

WHY B C ...A survey of 6000 people conducted by Young Executive magazine found that the most annoying habit of American bosses was poor communication.

A survey of 200 corporate vice presidents reported they spend the equivalent of nearly three months a year writing correspondence and reports. *

WHY B C ...Eighty percent of the managers at 402 firms surveyed nationwide said that most of their employees need to improve their writing skills, up from 65% previous year. But only 21% of the firms offered training in writing skills. *

WHY STUDY COMMUNICATION?The Only Completely Portable SkillYou will use it in every relationshipYou will need it regardless of your career pathThe Information AgeThe history of civilization is the history of informationLanguage and written documents facilitate the transfer of information and knowledge through time and space*

EFFECTIVE COMMUNICATIONStronger business relationshipsClearer promotional materialsEnhanced professional imageImproved stakeholder responseLesser misunderstandingQuicker problem solvingStronger decision makingIncreased productivitySteadier work flowBetter Quality of documents

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FOR BUSINESS COMMUNICATION TO BE EFFECTIVE:BriefWell - designedPreciseSpecificShortNeat & clearUnderstandable & comprehensive

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UNDERSTANDING BUSINESS COMMUNICATIONWhat is business Communication:Derived from Latin word 'communis' meaning- common. Common with respect to communication implies commonality in perception and understanding.It stands for natural activity of all human beings to convey, opinion, feelings, information & ideas through words, body language or signs. *

DEFINITIONCOMMUNICATION can be defined as the exchange of information, ideas and knowledge between the sender and the receiver through an accepted code of symbols.*

The transfer and understanding of meaning.

Transfer means the message was received in a form that can be interpreted by the receiver.

Understanding the message is not the same as the receiver agreeing with the messageCommunication*

DEFINITIONRobert Anderson, Professional Selling,

Communication is interchange of thoughts, opinions or information, by speech, writing or signs.Communication is the sending and receiving of verbal and on verbal messages.It includes both verbal and non verbal means (facial expressions, gestures postures, voice qualityIt can be in written or oral form

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HISTORICAL PERSPECTIVE OF MANAGERIAL COMMUNICATION*ERAAncient & Medieval

Scientific Management

Administrative Management

Human Relations

Behavioral

Empowerment

Contingency

CharacteristicsInitial efforts to organize commerceClearly defined job duties, time specifications for completing the task, adhere to rulesEmphasis on authority & discipline

Relationship among managers &workers important

Complexity of OB & communication recognized

Distribution of power to everyone in the organization

Interdependence of jobs, organizations and peopleCommunicationWritten Records

One way communication, heavy reliance on written job instructions &rules

One way communication as in scientific management

Listening & two way communication

Difficult to apply theories

Two way communication, participation of employees

Communication strategy must be applied to the situation

FOUR FUNCTIONS OF COMMUNICATIONFunctions of Communication*

THE COMMUNICATION PROCESSSender has an ideaSender encodes the ideaSender transmits the messageReceiver gets the messageReceiver decodes the messageReceiver sends feedback*

THE COMPONENTS OF COMMUNICATIONStimulusFilterMessageMediumDestination*

THE STIMULUSA stimulus creates a need to communicate This stimulus can be internal or external. An internal stimulus is simply an idea that forms within your mind. External stimuli come to you through your sensory organs- eyes, years, nose, mouth & skinExamples of stimulus : email, presentation that you read, a gossip that you hear Response to the stimulus is a message : verbal or non verbal*

THE FILTER

Each person has an unique perception of reality based on experience, culture, emotions, personality, knowledge, status etc,These act as a filter and help us interpret (decode) the stimulusCompatible stimuli have greater impact than conflicting stimuli *

THE MESSAGE

Message is the information to be communicatedIt is encoded as a verbal or non verbal response to the stimulusNot only purpose and content of the message are important but also important are the audience and how well you know them

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THE MEDIUM

Medium is the form in which the message is transmitted to the receiver. Important to select an appropriate medium for the messageNeed to consider the needs of the sender, the nature of the receiver and the aims of the communication. Inappropriate medium can be a barrier to effective communicationOral messages might be transmitted through a staff meeting, personal conference, telephone conversation, press conference, voice mail or as through informal means grapevine. Written messages may be transmitted through a memo, report , letter, contract, brochure, notice, email, newsletter, press release, manual*

THE DESTINATION

The message transmitted enters the sensory environment of the receiver,It is the intended destination Once the message reaches its destination ,control passes from the sender to the receiver.

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THE INTERPERSONAL COMMUNICATION PROCESS*

NOISEIt is defined as any unplanned interference in the communication environment, which causes hindrance to the transmission of message.

NOISEChannelSemanticInterference in the mechanics of the medium.Generated internally due to the errors in the message*

CHARACTERISTICS OF GENERAL AND BUSINESS COMMUNICATIONGENERAL COMMUNICATIONContains a general messageInformal in style and approachNo set pattern of communicationMostly OralNot always for a specific audienceDoesnt involve the usage of technical vocabulary or graphics.BUSINESS COMMUNICATIONContains a technical messageMostly formalFollows a set patternBoth oral and writtenAlways for a specific audienceFrequently involves jargon, graphics etc.*

VERBAL COMMUNICATION It is the ability to communicate by using word that separates human beings from the rest of the animal kingdom.It is one of the most common functions in businessOne needs to be effective for Verbal Communication Skill Listening skills is also important for success of verbal communication*

VERBAL COMMUNICATION

FLOW OF COMMUNICATIONFormal communication refers to the communication that follows the official hierarchy and is required to do ones jobTypes Downward CommunicationUpward CommunicationHorizontal CommunicationCross Channel Communication

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FORMAL COMMUNICATION NETWORK*

FLOW OF COMMUNICATIONDownward-From the manager down the chain of command. Used by superiors to inform, advice and convey.Upward- Subordinates send reports and make recommendations to superiors.Horizontal/Lateral Amongst peer groups/people of equal rank in organization.Cross Channel/Diagonal-Flows in all directions and cuts across functions and levels in an organization*

INFORMAL COMMUNICATION NETWORKGrapevine:Transmission through non-official channel within he organizationAt any place, at any time, at any workOut of 80% information 75-90% is accurateAt every levelInformation moves most rapidlyVital part of organization

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THE GRAPEVINE IS ...Business relatedAccuratePervasiveRapidMost active during changeNormal*

WHAT EMPLOYERS EXPECTOrganizing and presenting ideas precisely and with clarityListening effectivelyCommunicating across different contextsUsing communication technologiesPracticing business etiquetteCommunicating ethically*

TO SUM UPCommunication is lifeblood of every organization Speaking and writing effectively is important across all areas of business including management, technical, clerk and social positionsThe ability to speak and write in ways that are sensitive to and mindful of the factors in different cultural context is the norm of the day*

*MEMORE: UNSCHEDULED ABSENCES GUIDELINESThe following departmental guidelines apply to all unscheduled absences.1. A verbal warning will be granted to anyone with a pattern of Monday/Friday absences. Three days are to be utilized as an indicator.2. Unscheduled absences on a day here, day there basis warrants a verbal counseling on the fourth day and a verbal warning (signed) by the fifth day.3. After the fifth occurrence, employees must be placed on a written warning for a 60- day period. Failure to comply may result in probation and must be reviewed by Human Resources.I would like all these problem cases brought to my attention.

TIPS FOR REVISIONConsider the following questions:PurposeAudience AnalysisContentOrganizationStyle

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