COMMUNICATION

COMMUNICATION Communication is the process of exchanging information, usually through a common system of symbols. It takes a wide variety of forms from two people having a face to face conversation to hand signals to message sent over the global telecommunication networks. Common forms of communication include speaking, writing, gesturing and broadcasting. That is communication is the art of getting your message across effectively through: Spoken words (primary and simplest way) Written words (reflects importance) Body language (can make or mar) Visual images (leaves the greatest impact)

BUSINESS COMMUNICATION Business communication is the flow of information and understanding from one person to another at same level or at different levels. It is a process which enables management to allocate and supervise the work of the employees. The effectiveness of the management largely depends upon the effectiveness of their communication.

Communication system is the medium through which an organisation adapts to its environment. Business Communication becomes effective only when the language used is effective, the message conveyed is clear, and the predetermined purpose is achieved. Hence, effective business communication can be defined as the use of effective language to convey a clear business message to achieve a predetermined objective. In simple words Business Communication is communication that occurs in an organizational context in order to: Exchange information, ideas, plans, strategies Offer the best of customer services Make decisions, rules, proposals, contracts, and agreements, etc.

Communication is regarded as the lifeblood of every organization Communication is the most vital ingredient of an organisation. In fact, an organisation cannot be run without an effective communication system in place. It is widely known that achievement of organisational objective largely depends upon proper coordination and integration of human effort in an organisation. Official information among the people of an organisation typically flows through formal channels in three different directions upwards, downwards and sideways. Upward communication refers to information from lower levels to higher levels with an organisation, such as message containing information, request, report, etc. Downward communication refers to the flow of information from the superior to subordinate, such as instruction, orders, etc. In case of sideway communication, also known as lateral or horizontal communication, messages flow not only up and down the organisation chart but also sideways. I.e. when communication takes place among the members of same work group, among members of work groups at same level, among members at same level etc. Apart from up, down and horizontal directions, communication also flows in circular or diagonal direction. Example: If management circulates the copy of new bonus and incentive schemes among all the employees, it is circular, diagonal or spiral communication.

7 CS OF COMMUNICATION Seven Cs of Communication means to write or compose correct or effective messages by applying some certain rules or principles. These principles are known as seven Cs of communication which are as follows: Correctness: Correctness means that there is no mistake of grammar, punctuation and spellings. It should be grammatically correct. All information should be accurate and timely. In our messages we should include fact words and figures, writing should be perfect and clean, language should be of correct level and there should be proper grammar punctuation, spelling and paragraphing. If our message or documents is not of good level of correctness then it has no effect on reader so it may cause lot of difficulties. So the objective of communication will be failed. Double check your spellings and grammar. So proof read it before you send it. Examples: Use: Think instead of deem; use instead of utilize; question instead of interrogate; can hardly instead of cant hardly; stolen instead of stoled. Completeness: It means that our message should include all necessary facts and background information. It should include everything the reader needs for the reaction we desire. We must include all information which our reader wants. We should be answered all questions, gave examples if necessary. If our message will not be completed to bring desirable results then the reader will not be convinced by us. So we should keep it in mind that partial information would not work if we have to survive. Examples: Incomplete: Please fax me the departure from New Delhi to Frankfurt on the 6th of this month. Incomplete: Why was my request for additional furniture for my office not responded to?

Conciseness: Conciseness means to convey information in fewest possible words. We should keep in mind the readers knowledge of the subject and their time constraints. So our message should complete without being wordy. The writer is a looser if he was unable to convey information in fewest possible words because none have enough time to read wordy messages. So our message should be comprehensible. Examples: Wordy: At this time Concise: Now Wordy: Due to the fact that Concise: Because

Clarity: It means that we have a definite purpose of writing and make sure it is clearly communicated up front. Clarity demands us that each and every points and aspects of our message should be clear to the reader. We should use right level of language, proper punctuation, right spellings and accurate facts and figure. Examples: Unfamiliar: After our perusal of pertinent data, the conclusion is that a lucrative market exists for the subject property. Familiar: The data we studied show that your property is profitable and in high demand. Creativeness: Creativeness means to use different formats (vs. Straight narrative) to communicate our message. It should include Q/A format, graphics, ideal list etc. Our message should include different formats so that the reader may understand our ideas without getting trouble. Examples: Vague, general, and indefinite: Eastern Europe is making progress in getting investments. Concrete, precise: In 1990, investments in Eastern Europe were about US$30 million; today, that figure has increased by 12%.

Courtesy: Courtesy means that to show our expressions and respect to the reader. Courteous message strengthen present relations and make new friends. We should answer our mail promptly. Courteous message always makes it place in heart because it shows lot of respect and sincerity. Courtesy is more important and advantageous in business writing than it is in face to face communication and conversation. Examples: Tactless, blunt: I rewrote that letter three times; the point was clear. Tactful: I, sorry the point was not clear; here is another version. Avoid expressions such as: I do not agree with you; obviously you overlooked; we dont believe; we must insist; why have you ignored. Consideration: Consideration means the message with the receiver in mind. Keep your reader's needs in mind as you write. Ask yourself, 'Why should my reader spend time reading this?' We should focus on us despite on others. And try to show reader benefit and interest in reader. We should try to visualize our readers their desires problems emotions circumstances and possible reaction to our request. Examples: Insensitive: You failed to enclose your cheque in the envelope. Consideration: The cheque was not enclosed. (Passive voice)

TEN COMMANDMENT OF EFFECTIVE COMMUNICATION 1. Always try to give feedback based on facts and not on opinions and/or emotions which might upset or offend the other person; 2. Always try to empathize or to see a situation from the other's point view. Try to accept the other person's views without preaching and/or moralizing; 3. Criticize using neutral language and tone of voice; 4. Say what you mean without becoming sarcastic; 5. If you want something from others, ask, don't command; 6. Give the other person a chance to speak, don't slip into 'railroading'; 7. Explain why something needs to happen, don't threaten; 8. Don't give advice or opinions if people don't ask for it; 9. Be to the point; avoid vagueness at all cost; 10. Don't talk down or up to others; avoid diverting the conversation to trivial matters.

Ways to Communicate Your Strategy More Effectively For Business Purpose 1. Keep the message simple, but deep in meaning: Most organizations have a deeper meaning as to why they exist. This tends to influence strategy, decision-making and behaviours at executive levels, but often isn't well articulated for employees. What you call it doesn't matter, your purpose, your why, your core belief, your centre. What does matter is that you establish its relevance with employees in a way that makes them care more about the company and about the job they do. It should be at the core of all of your communications, a simple and inspiring message that is easy to relate to and understand. Advice is clear: Follow the KISS principle, i.e., keep it short and simple. 2. Build behaviour based on market and customer insights: For employees to fully understand how your strategy is different and better than the competition they need to be in touch with market realities. The challenge is in how to effectively convey those realities so that your people can act on them. By building internal campaigns based on market and customer insights, you bring your strategy to life for your employees through this important lens. Package your content so that it can be shared broadly with all departments in your organization, but in a hands-on way. Expose managers first then provide them with easy-to-implement formats for bringing their teams together, with toolkits that include all the materials they'll need. The purpose is to encourage their teams to develop departmentspecific responses, and to generate new ideas and new behaviours based on what they've learned. 3. Use the discipline of a framework: Not all messages are created equal. They need to be prioritized and sequenced based on their purpose. I suggest using an Inspire / Educate / Reinforce framework to map and deliver messages on an annual basis. Inspire: Messages that inspire are particularly important when you are sharing a significant accomplishment or introducing a new initiative that relates to your strategy. The content should demonstrate progress against goals, showcase benefits to customers, and be presented in a way that gets attention and signals importance. The medium is less important than the impression that you want to leave with employees about the company. Whether you're looking to build optimism, change focus, install curiosity, or prepare them for future decisions, you'll have more impact if you stir some emotion and create a lasting memory.

Educate: Once you've energized your team with inspiring messages, your explanations of the company's strategic decisions and your plans for implementing them should carry more weight. To educate your teams most effectively on the validity of your strategy and their role in successful execution, make sure you provide job-specific tools with detailed data that they can customize and apply in their day-to-day responsibilities. It is most important for these messages to be delivered through dialogues rather than monologues, in smaller group sessions where employees can build to their own conclusions and feel ownership in how to implement. Reinforce: It isn't enough to explain the connection between your company's purpose and its strategy and between that strategy and its execution once. You'll need to repeat the message in order to increase understanding, install belief and lead to true change overtime. These reinforcing messages need to come in a variety of tactics, channels, and experiences and I've highlighted some approaches below. Ultimately, they serve to immerse employees in important content and give them the knowledge to confidently connect to the strategy. You'll also want to integrate these messages with your training and your human resource initiatives to connect them with employee development & performance metrics. Recognize and reward individuals and teams who come up with smart solutions and positive change. 4. Encourage Open Feedback: In theory, encouraging open feedback is simple. If accurate information is the key to effective communication, then organizations should encourage feedback. After all, feedback is a prime source of information. However, we say in theory because people in organisations may be reluctant to give and receive feedback. Some of the techniques used by organisations are: a) 360 degree feedback b) Suggestion Systems c) Corporate hotlines 5. Put on your "real person" hat and take off your "corporate person / executive" hat: The fact is, not many people are deeply inspired by the pieces of communication that their companies put out. Much of it ignores one of the most important truths of communication and especially communication in the early 21st century: be real. "Corporate speak" comes off hollow and lacking in meaning. Authentic messages from

you will help employees see the challenges and opportunities as you see them and understand and care about the direction in which you're trying to take the company. 6. Tell a story: Facts and figures won't be remembered. Stories and experiences will. Use storytelling as much as possible to bring humanity to the company and to help employees understand the relevance of your strategy and real-life examples of progress and shortfalls against it. Ask employees to share stories as well, and use these as the foundation for dialogues that foster greater understanding of the behaviours that you want to encourage and enhance versus those that pose risks. Collectively these stories and conversations will be a strong influence on positive culture-building behaviour that relates to your core purpose and strategic goals. 7. Use 21st-century media and be unexpected: The delivery mechanism is as important and makes as much of a statement as the content itself. Most corporate communications have not been seriously dusted off in a while, and the fact is, the way people communicate has changed tremendously in the past five years. Consider the roles of social media, networking, blogs, and games to get the word out in ways that your employees are used to engaging in. Where your message shows up also says a lot. Aim to catch people somewhere that they would least expect it. Is it in the restroom? Or on their mobile phone? 8. Be a Good Listener: Good listening skills and showing a genuine interest are attributes of a successful communicator. Sales associates who actively listen to customers inquire and complaints are more able to solve problems and gain customer loyalty. Remember, people don't care how much you know, until they know how much you care. Listening is one way to demonstrate that you care about them. Effective listening involves three important elements: Being non-judgemental while taking in information from others. Acknowledging speakers in ways that encourage them to continue speaking. Attempting to advance the speakers ideas to the next step.

9. Avoid Overload: Imagine this scene: You are up late one night at the end of the term. You are writing a paper and studying for finals, all at the same time. Your desk is piled high with books when your roommate comes in to explain what you should do to prepare for the semester-end party. If this sounds familiar to you, then you probably know that it is unlikely that you would be able to concentrate on the things you are doing. After all, when

people are confronted with more information than they can process at any given time, their performance tends to suffer. This condition is known as overload. Staying competitive in todays hectic world often requires doing many things at once but without threatening the performance, which is often the result when communication channels are overloaded. Fortunately, several things can be done to avoid, or at least minimize, the problem of information overloaded. Powerful communication skills are most needed in todays diverse workplace and, hence, the importance of these skills can never be overlooked. To achieve effectiveness in communication, one needs to understand the basics of business communication. A clear comprehension of the communication process, its fundamentals, the various channels through which communication flow in an organization, etc., is essential to become a successful communicator in the professional setting. Above all, it is necessary to understand and appropriately deal with the communication failures arising out of certain significant factors. One can enhance communication effectiveness by adhering to the characteristics of effective communication and also by adopting certain strategies.