Business Communication

Communication is a series of experience of

Hearing

Smell

Seeing Touch

Taste

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Communication Skills
Communication skills is the ability to use language (receptive) and express (expressive) information.
Effective communication skills are a critical element in your career and personal lives.

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Communication Goals
To change behavior To get action To ensure understanding To persuade

To get and give information

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Components of Communication/ Process of communication

Context Sender Encoder Message Medium Receiver Decoder Feedback

Components of Communication
Context Every message whether oral or written begins with context. It is a broader term which includes country culture, organization, internal and external stimuli. Context prompts you for sending / receiving messages and helps you in designing a successful message. Your education, past experience, liking, disliking, job status, age and confidence influence the way you communicate with others. For effective communication, your ability to translate the context of your receiver is as important as is yours. Receiver context includes his culture, expectations, values, opinions, mental ability, needs, skills, etc.

Components of Communication
Sender Encoder

As a sender encoder, you use symbols that express you message and create the desired response. Message You must first decide what the main point of your message is and what other information to be included. It consists of both verbal (spoken and written) and non-verbal symbols

Components of Communication
Medium Your medium depends upon all the contextual factors (already discussed), and the nature of the message. The choice of the medium depends upon the relationship between the sender and receiver 1- Inside your organization (Memo, Reports, Meetings etc.) 2- Outside your organization (Letters, Proposals, faxes, ads, discussions, interviews etc.)

Oral

Components of Communication
Written
Delayed feedback Longer sentences More formal Focus on content Where evidence of record is required Detailed documentations Possibility of review

Immediate feedback Shorter sentences; words Conversational Focus on inter personal relations Prompt action More imperative, interrogative and exclamatory sentences

Components of Communication
Receiver Decoder

The message receiver is your reader or listener also known as decoder, as s/he decodes your encoded message. Receiver is influenced by his context and by his mental filter. Feedback Feedback can be a desire action, an oral or written message, or simply a silence. It is the most important part of communication process.

Process of Communication
Context
Stimuli

Sender-Encoder
(Experiences, attitude, skills) Perception Idea Encoding Symbols, decisions, Sending mechanism

Message

Receiver-Decoder
(Experiences, attitude, skills) Receptor mechanisms, Perception, Decoding, Idea Interpretation

Medium
Verbal/Non Verbal

Feedback
Verbal Non Verbal

A Communication Model

Most Common Ways to Communicate

Speaking Writing Visual Image

Body Language

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Types of Communication

On the basis of organization relationship

Formal Informal

On the basis of Flow

Vertical Crosswise/Diagonal Horizontal

On the basis of Expression

Oral Written Gesture

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Formal Channel of Communication

When the information is communicated through

the hierarchical lines of authority Covers an ever widening distance as organizations grow Keeps the higher level managers from getting bogged down with unnecessary information

Informal Channel of Communication

Along with formal channel , every organization has

informal channel of communication that is equally effective Not officially sanctioned and quite often discouraged or looked down upon Named as grapevine as it runs in all directions

Types of Formal Communication

1. 2. 3.

4.

Downward Upward Horizontal/Lateral Diagonal/Crosswise

communication from higher level in managerial hierarchy to lower ones)

Supervisory communication initiated by upper

Downward Communication (refers to

management Flows downward through hierarchy of command Effective downward communication is crucial to success of organization

Downward Communication

Written Eg instructions Memo

Oral Eg instructions Speeches

Letters
Handbooks Pamphlets Policy statements Procedures Electronic news display

Meetings
Telephone

Downward Communication-Merits
Essential for functioning of any organization as it

involves transfer of information, instruction, advice, ideas to subordinate staff Increases staff awareness and facilitates implementation of new policies, guidelines, decisions, evaluation and appraisal of the performance of employees

Downward Communication-Limitations
Delay Message Abbreviation Message Distortion

Message Overload
Incomplete information

Upward Communication
Refers to the flow of information from lower levels

to higher levels within an organization in the form of information, requests, reports, proposals, feedback, suggestion box, exit interviews, grievance committees Main function is to supply information to the upper levels about what is happening at lower levels Essentially participative in nature and can flourish only in democratic organizational environment

Upward Communication-Merits
Promotes better working relationships within an

organization Facilitates employee involvement in the decision making process

Upward Communication-Limitations
Lack of Positive Encouragement Concealing unfavorable facts Delay, Distortion and Filtering

Bypassing and suspicion

Poor Listening Communicating Criticism

Lateral/ Horizontal Communication

Communication between two or more persons who

are subordinates working under the same person or on the same level Main objective is developing teamwork and promoting group coordination within an organization More casual in tone and occurs more frequently Saves time and facilitates cooperation Carried out through informal discussions, management gossip, telephone calls, teleconferencing, memos, routine meetings

Diagonal/Crosswise/Spiral Communication
Communication flowing between people belonging

to different levels of hierarchy and having no direct reporting relationship Is the result of growing realization of fraternity and equality in corporate sector Used generally to quicken the information flow, improve understanding

Diagonal/Crosswise/Spiral Communication
Oral Eg informal meetings Lunch hour meetings

Written Eg company newspaper or magazine

Bulletin boards
General notices etc

Formal conferences

Informal Channel of CommunicationGrapevine

Informal channels transmit official news through

unofficial and informal communicative interactions known as grapevine. Includes teatime gossip, casual gatherings, lunch time meetings.. Such channels more active in organizations which are not transparent

Factors Responsible for Grapevine Phenomenon

Feeling of uncertainty or lack of sense of

direction when the organization is passing through a difficult period. Feeling of inadequacy or lack of self confidence on the part of employees, leading to formation of groups Formation of coterie, clique or favored group, giving other employees a feeling of insecurity or isolation

TYPES OF GRAPEVINE
There are four types of grapevine chains:
Single strand chain

Gossip chain
Probability chain Cluster chain

SINGLE STRAND CHAIN

A B C D E

This chain consists of one on one interaction. In it A says something to B who then relays it to C and so on. It is the least accurate of the four chains and with the increase of transit points the chances of distortion and deletion increase.

GOSSIP CHAIN
This chain is characterized by a group of people gathering to discuss matters of mutual interest. Here one person seeks out and tells everyone the news that he/she has gathered. It is used to relay interesting bits of news that may not be job oriented
C B

F E

PROBABLITY CHAIN
A

Message is passed on randomly without direction or method. The choice of recipient depends on the senders will, situation or context. Sender is indifferent to or not interested in the receiver he chooses.

CLUSTER CHAIN
B L

P
E

This is the most popular grapevine pattern . Information is passed on a selective basis to a few members only. The first sender informs a few chosen individuals who again pass on the information to individuals of their choice or keep the information to themselves. Choice of recipient depends on the content and intent of the message as well as the relationship b etween the members of the group or coterie.

ADVANTAGES OF GRAPEVINE
Speedy transmission- Rumours travel fast and spread like

wild fire. Management often takes advantage of the desire to know secrets by planting information on grapevine through deliberate leaks. Feedback value- Free and frank opinion about policies, decision, and events is relayed through grapevine. It helps the management to understand the pulse of the organization. Support to official channels- grapevine functions as a supplement to official channels and does away with the restrictions that bind official communication.

Cont.
Psychological satisfaction- Grapevine disperses stress

and tension and makes the work environment healthy. It is a channel for articulating frustrations, fears, reservations and elation. Uniting force- It brings together various elements in the work force in a matter of common interest and helps in binding them into a unit. Builds relationships- Personal relationships beyond the purview of hierarchy can develop. This helps build up public relation. Creates ideas- Ideas and expectations in grapevine prove invaluable for decision making and planning.

DISADVANTAGES
Not taken seriously- Lack of credibility is in built

in the grapevine system. Information is spread through word of mouth so it can be contradicted. Incomplete information- Based as it is on rumours and conjectures, grapevine seldom carries complete information. Distorts information- As it is unofficial, informal, unauthenticated, it is liable to distortion of information in accordance with personal perceptions and relationships.

Cont
May prove to be counter productive- Official

information is conveyed at the right time and place for greatest effect. Leakage through grapevine can damage an organizations well being and upset plans. Chances of misinterpretation- Every individual passing the information adds or deletes information according to will. Lack of accountability- Rumours have no source point. Informal communication does not allow fixing responsibility structure and in case of default it is not possible to find the source of information.

EFFECTIVE USE OF GRAPEVINE

To keep employees up-to-date with organizational

policy matters plans, and prospects in order to check speculation. Regular group discussions and brain storming sessions boost morale and self confidence as well as decrease small talk. An open door policy devoid of favouritism helps percolation of ideas. Setting aside time for personal concerns and queries improves time management and productivity.

Use Cont
Use feedback- Managers can use feedback from

grape to monitor their effectiveness and identify individuals for delegation of work. Associate employees in decision making- Before decisions are made opinions on grapevine can be taken into consideration. This brings in the double benefit of feedback from ground level and employee satisfaction. Set limits- Be firm and strict about the extent of grapevine accepted in the organization.

Tips for dealing with Grapevine

Listen to whatever is being said without getting too

emotional or losing your temper. You dont know what message will get sent back through the grapevine. If the information is accurate, dont go on a witch hunt to find the leak. You cant close the grapevine down, but you can put a crimp in access to it.

Dealing with Grapevine

If the information is totally false, dont make a public

denouncement. Nothing cuts a grapevine deeper than a completely false story.

Pump as much accurate information into the system as you

possibly can. Prevent rumors by consistently leveling with employees. Correct false rumors immediately. Communicate in person whenever you can. Memos, e-mail messages, and comments that get passed through numerous people are usually wide open to interpretation

Dealing with Grapevine

Dont try to kill the grapevine. Its human nature for

people to want to exchange inside information about whats happening in the office. Too many attempts to manage the flow of information will make employees suspect youre covering something up.