Presented by:

Sushil Nirbhavane
Assistant Professor
 Introduction

1. Are we less articulate?

2. Communication gaps

3. Importance of Communication in human life

4. Communication is all-pervasive/ubiquitous

5. Management – Getting things done

6. Principles of Management – planning, organizing, leading, controlling,

and coordinating
 Introduction
“We Indians love to love but do not love to express”

We take pride in unexpressed love - KKKG

Westerners are more articulate than their Asian counterparts.

Americans and British are most articulate. We mostly follow them. The
soft skills – the way to speak, mannerisms, etiquettes etc.
 Introduction
All great leaders were excellent communicators/Orators -
When the great communication causes great change:
1. Gautam Buddha
2. Winston Churchill
3. Adolf Hitler
4. Napoleon Bonaparte
5. Benito Mussolini
6. Subhash Chandra Bose
7. Swami Vivekananda
8. Martin Luther King
9. Dr. B. R. Ambedkar
10. Barack Obama
 Introduction
“People don’t care how much you know until they know how much you
care.”

Half of the world’s problems would be solved if communication improves.

There are communication gaps between parents and kids, parents and
grownups, Husband and wife, BF and GF, two different groups in class
etc. etc.

If these communications gaps are filled, the world would be a lot

better place to live.

The word communication has very broad meaning. It is omnipresent. It is

everywhere.
 Introduction
Republic Day Parade: Flaunting arms and ammunitions -
Communication
of Nation’s strength, to deter hostile nations from any aggression.

Protests: Communication of displeasure.

Dreaming: Communication with the subconscious mind.

Imprisonment: Deprivation from external communication…

Simplest definition of management – getting things done…how do

you get things done?...effective communication
 Importance
1. Entry into good organization requires excellent communication skills

2. Sets enterprise into motion

3. Effective communication makes people in the organization to behave

logically, meaningfully and unitedly towards the achievement of
enterprise objectives.

4. Promotes managerial efficiency and performance

5. Communication is essential for making all managerial functions effective

6. Constitutes about 80% of manager’s job

 Listening

“The greatest gift you can give to others

is the purity of your attention.”
 Listening
Listening is the receiver’s activity in oral communication.

As the speaker has the responsibility to make effort to be understood, so

the listener has the responsibility to be attentive and to make effort to
understand the meaning of the speaker.

Of all the skills of communication, listening is the most important.

The higher your position in an organization, the greater is your listening

responsibility.
 Listening
An executive’s communication time is spent roughly in the following
Proportion:

Writing: 9%

Reading: 16%

Speaking: 30%

Listening: 45%
 Listening
The Four Steps of Listening

1. Hearing – simply attending the speaker

2. Interpretation: depends on listener’s vocabulary, knowledge,

experience, attitudes, culture and background

3. Evaluation: listener decides what to do with the received information

4. Response: through words or body language

 Listening
Importance of Listening:

Benefits of listening include being able to:

1. Find out more information

2. Learn about people and how their minds work
3. Improve relations with people
4. Raise morale of employees/subordinates
5. Obtain suggestions and new ideas
6. Discover why employees perform as they do (well or poorly)
7. Help with solving problems
 Listening
Blocks to Effective Listening:

1. Distraction in Your Mind

2. Wandering Attention
3. Planning a Reply
4. Lack of Interest
5. Tendency to Criticize
6. Being Self-centered
7. Avoiding What is Difficult
8. Excessive Note-taking
9. Emotional Blocks
 Listening
Blocks to Effective Listening:

10. Emotional Excitement

11. Impatience
12. Poor Health
13. Personal Anxieties
14. External Noise and Disturbance
 Listening
Profile of an Effective Listener:

Research has shown that good listeners-

- consider listening to be an opportunity to learn something new

- are aware of their personal prejudices and can avoid judging the
speaker
- are not influenced by words filled with emotions
- listen to the ideas behind the speaker’s words
- use the time lag to evaluate what they hear
- consciously notice the speaker’s nonverbal behavior
 Listening
Profile of an Effective Listener:

The following behavior indicates that you are a good listener:

- making and maintaining good and comfortable eye contact
- reflecting appropriate feelings in facial expressions
- sitting/standing in an attentive position
- tuning in to the speaker’s line of thought
- using empathic questioning technique
- asking open-ended questions, seeking information and clarification
 Listening
Guidelines for Effective Listening:

1. Stop talking. Be attentive. Make the speaker feel important.

2. Put the speaker at ease.
3. Be patient.
4. Show that you are listening.
5. If the speaker has many things to say, write down main points.
6. Do not create or allow distractions – do not interrupt, do not advice, do
not take conversation in different direction, do not criticize.
7. Listen “between the lines.” Take clues from body language
8. Ask questions only to get clear understanding
9. Keep an open mind; do not jump to conclusions.
 Speaking
Art of Public Speaking:
1. Dress maketh a man
2. Radiate confidence
3. How to begin your presentation
4. Body movements with gestures, posture, eye contact
5. Your voice with clarity
6. Eschew bombastic language
7. Get closely attached to your topic
8. Give auto-suggestions for your success
9. Never memorize your speech
10. Know your audience
11. Stick to your topic
 Speaking
Art of Public Speaking:
12. Give examples and illustrations
13. Use humor
14. Exhibit your histrionic talent
15. Give praise to your audience
16. Establish good rapport with audience
17. Do not blow your own trumpet
18. Speech should be organized
19. Avoid technical jargon
20. Use visual aids
21. Do not overshoot time limit
22. Closing should be crisp and apt
 Speaking
Types of Presentations:

1. Reading from the prepared text

2. Recalling from memory

3. Extemporaneous – fluent delivery aided by short notes

4. An impromptu speech
 Speaking
Probing Questions:

1. The speaker should invite questions from audience during the speech.

2. Audiences get involved

3. Encouragement to speaker

4. Helps the speaker develop a good rapport with the audience

 Extempore
Details: 1 minute to think and 2 minutes to speak. Students pick up one
topic (lottery system) among the following basket of topics and are asked
to speak on that particular topic.
 Parameters for evaluation: Confidence, Content, Communication
 
Topics: Customer, Motivation, GDP, FDI, Indian Economy, Leadership,
Communication, China, Apple, Constitution of India, Rupee
Depreciation, General Election 2014, Google, Indian Women in Sports,
Social Reforms, India’s Freedom Struggle, India in Information
Technology, Entrepreneurship, Indian Women in Corporate,
Management Education in India, Business, Marketing, Finance, Human
Resources
 Cross-Cultural Dimensions of Business
Communication
1. English, which English?

2. Postures

3. Hand gestures

4. Facial expressions

5. Gaze

6. Proxemics – public, social, personal, intimate distance

7. Touch
 Group Discussions
GROUP discussions are used by the B-schools/companies as a selection
tool because they provide a lot of useful information about the candidate’s
personality in a very short time.

GDs are used to assess certain group skills that cannot be evaluated in an
interview situation. These skills include leadership skills, social skills, listening
and articulation skills, situation handing ability and interpersonal ability.

A typical GD involves 8 to 12 participants sitting in a circle or semicircle

discussing a topic for a stipulated time, usually for 15 to 20 minutes. Most GDs
follow one of the two formats: Regular and Specialized.
 Group Discussions
Regular GDs:

Here the time limits and topic is defined. These are easier to handle. Topics
chosen are usually general and do not require technical knowledge.

3. Specialized GDs:

These include role-plays or scripted GDs where the candidates are given a
certain
brief about a role that they need to play. For example, a business situation where
two companies are negotiating a deal may be used. Candidates would be given
The profile of the two CEOs, marketing managers, HR managers, advisors, and a
neutral entity like a consultant.
 Group Discussions
Content Vs Process

It is crucial to understand the difference. Content refers to things like your level of
preparation, the ability to organize your thoughts in a logical way, understand the
topic in its totality and the ability to innovate. Process includes manner of
expression, communication skills, body language and the attitude of the person.

Most candidates are preoccupied with process. Consequently, all too vital
questions like ‘what should I say? ’,’ do I have enough reasoning to sustain my line
of argument? ’,’can I think of examples to substantiate my logic? ’, take a back seat.
A preoccupation with process alone is fraught with disastrous results. Both
content and process are equally important for an effective contribution to a GD.
 Group Discussions
Take A One Minute Pause:

This is the only way to ensure that you perform above a threshold level of
quality. Take your mind off the context for one minute. Utilise this one
minute to focus on WHAT you are going to say and to organize your
thoughts. All this must be done much before you are swept away in the
maelstrom which will follow.
 Group Discussions
Critical Success Factors In A GD:
- Innovativeness: Ability to have an entirely different perspective
- Quality Of Content: It shows the level of preparedness
- Logical Ability: Ability to reason, think and debate the pros and cons
- Behavioral Skills: Aggressiveness is negative while assertiveness is positive.
Assertiveness is standing on your own feet, while aggression is trampling on
others’ feet.
- Communication: This includes articulation, listening and body language. Clarity
of thought leads to articulate language and frequent and consistent participation.
Fundamental knowledge of language is all one needs.
- Leadership: Leadership involves all the above skills. More importantly, the
fundamental strength that you need to portray to be effective is MOBILITY. It is
mobility that lets you demonstrate leadership skill as the context demands.
 Group Discussions
Roles People Play

Broadly speaking, participants play the following familiar roles in a GD.

1. Mr. Brain/Plant
He brings in a lot of substance and comes up with wide interpretations of the
topic.

Downside: It is difficult to stop him, as he is preoccupied with topic discussion as

opposed to group discussion. He is happily obvious to simple things like who is
sitting next to him. At the end of the GD if you happen to ask him whether the
person sitting next to him was a boy or a girl, the answer would likely be ‘I do not
know’.
 Group Discussions
2. Shopkeeper:

He is the sales man who can sell anything, has the gift of the gab, a very strong
ability to relate to people and be at the centre of things.
Downside: He does not usually come up with original thoughts himself. Needs Mr.
Brains to feed him with readymade ideas that he can sell.

3. Watchman:

His role is to maintain order in the group, usually content is low. Pre-occupied
with directing the group process such as controlling entry and exit of participants.

He is crucial for meeting time commitments made to the panel. Especially, in

ensuring consensus.
 Group Discussions
4. Critic:

He criticises everybody’s points without contributing anything new.

5. The Butcher:

Does great service to the group by enhancing the quality of content by not letting
participants get away with just about anything. Is most welcome in a group which
has one or two aggressive elements in it.

6. The Spectator or The Passenger:

Is involved in the proceedings but plays a limited role. Contribution is very

limited and does not affect the out come of the group task.
 Group Discussions
So What Role Should You Specialize In?

Each role has several benefits. However, strong attachment to any single role
throughout the GD could limit your chances of success.

What is more important is that you demonstrate leadership at every moment. You
must be able to move across these roles as the situation demands. Anyone seen to
be Performing more than three of these roles will definitely make a strong impact
on the on the panel. Mobility is the keyword in becoming effective in GDs.

The key to success in GDs is to be able to effortlessly move from one role to the
other depending on what the situation demands.
 Group Discussions
Holding Centre-stage In A GD

There are certain tricks that help you retain centre-stage for longer durations on
time and which provide you with many chances to speak.

Give data, examples, anecdotes, survey figures, etc. This gives people the
impression that you know a lot, also, participants do not brand you a bore or Mr.
Brains. In this way you avoid facing interjections or arguments. However, be sure
of the validity/relevance of your data or story. Always remember the age-old
formula for success: KISS-Keep It Short, Stupid.
 Group Discussions
PESTLE Analysis: Pest basically stands for aspects of the topic which pertain to
- Political
- Economic
- Social
- Technological
- Legal
- Environmental

Use hand motions. When you start speaking, use your hands to count the points
on your fingers. Everyone will get impression that you have several well-structured
points in your head and they will not mess around with you.
 Group Discussions
Cardinal Sins In A GD/Interview
- Do not start GD if you are not sure about the topic
- Do not use slang like Yaar, Univ, Princi, etc
- Do not pepper your language with an accent
- Do not use verbal tics such as Hmm, like, But, etc
- Do not use verbal stresses
- No negative words about anyone.
- No arguments or one-to-one discussions
- No offensive gestures, postures, facial expressions, etc
- Don’t interrupt others frequently
 Group Discussions
Details: 10 students’ per group. 10 minutes for one GD.

Parameters for evaluation:

1. Content and Organization of Thoughts

2. Communication (English, articulation, gesture, posture etc.)

3. Group Skills (group dynamics, being team player, listening to others etc.)

4. Initiative and Leadership Skills

 Group Presentations
Details: Groups of 4 students each. Students were allowed to select topic of their
choice. Maximum 10 minutes.

Parameters for evaluation:

1. Content,

2. Communication & Presentations skills

3. Group Dynamics

4. Organization & Flow of Presentation

 Meaning

Communication is not just an act. It is a process.

The process of communication includes transmission of information,

ideas, emotions, skills, knowledge by using symbols, words, pictures,
figures, graphs or illustrations.

The act of communication is referred to as ‘transmission’. It is the

process
of transmission that is generally termed as communication.
 Meaning
The English word “communication” is derived from the Latin noun
“communis” and the Latin verb “communicare” that means “to make
Common.”

Communication is a much-hyped word in the contemporary world. It

encompasses a multitude of experiences, actions and events, as well as a
whole variety of happenings and meanings, and technologies too.

Meetings, conferences or even a procession thus can be a communication

event. Newspapers, radio, video and television are all ‘communication
media’ and journalists, newsreaders; advertisers, public relation persons
and even camera crew are “communication professionals.”
 Meaning
Features/Characteristics of Communication:

1. Communication is unintentional as well as intentional

2. Communication is a dynamic process

3. Communication is systemic

4. Communication is both interaction and transaction

 Meaning
Definitions:

“Communication is a process of passing information and understanding

from one person to another.” – Keith Davis

“Communication is any behavior that results in an exchange of meaning.”

- The American Management Association

Clearly, Communication is the transmission of information and meaning

from one individual/group to another.

The crucial element is meaning.

 Meaning
Communication is successful only when the receiver understands an
idea
as the sender intended it.

Both parties must understand the words, signs, symbols, pictures,

sounds
etc. that are used for communication.

Both parties must assign the same meaning to the symbols.

 Meaning
Elements of Communication:

1. Source/Sender – the one who initiates the action of communicating

2. Audience/Receiver – for whom the communication is intended

3. Goal/purpose – the senders reason for communicating/the desired

result of the communication

4. Context/Environment – the background in which the communication

takes place
 Meaning
5. Message/Content – the information conveyed

6. Medium/Channel – means/method used for conveying the message

7. Feedback – receiver’s response to the communication as observed by

the sender
 Process of Communication
The process of communication involves decisions and activities by the
two persons involved, the sender and the receiver.

The sender begins the process of communication. The sender has to be

clear about the purpose/goal/objective of the communication and
about the target audience/receiver of the communication; that is, the
sender decides why and to whom to send a message.

Conscious or intended communication has a purpose. We communicate

because we want to make someone do something or think or feel in a
certain way, that is, to influence the person.
 Process of Communication
The source has to decide what information to convey, and create the
message/content to be conveyed by using words or other symbols
which
can be understood by the intended receiver.

The process of putting the idea into symbols is called encoding; in order
to encode, the sender has to select suitable symbols which can represent
the idea, and can be understood by the receiver.

The sender also chooses a suitable channel or medium (mail, e-mail,

telephone, face-to-face talk) by which to send the message.
 Process of Communication
The choice of the medium depends on several factors such as urgency of
the message, availability and effectiveness of a medium, and the
relationship between the two communicants.

The choice of the medium/channel also influences the shape of the

message.

Finally, the sender tries to note the effect of the message on the receiver;
he checks whether the receiver has got the message, how the receiver
has
responded to the message and whether he has taken the required action;
this information about the receiver’s response is called feedback.
 Process of Communication
Sender’s functions make up half the process of communication. The
functions of the sender are:

1. Being clear about the goal/purpose of the communication.

2. Finding out about the understanding and needs of the target audience.

3. Encoding the required information and ideas with symbols to create

the message to suit the receiver/audience

4. Selecting the medium to send the message

5. Making efforts to get feedback

 Process of Communication
The receiver becomes aware that the message has arrived when he
perceives it with the senses ( he may see, hear, feel etc).

The receiver attends to the message and interprets it. The process of
translating the symbols into ideas and interpreting the message is called
decoding.

Interpreting is a complex activity; it involves using knowledge of the

symbols and drawing upon previous knowledge of the subject matter.

The receiver’s ability to understand, level of intelligence, values and

attitudes, and relation with the sender, all influence his creation of
meaning.
 Process of Communication
If the sender and the receiver have a common field of experience, the
receiver’s understanding of the message will be closer to what the sender
intended.

The receiver also feels a reaction to the message; this reaction may be
conscious or unconscious; it may cause some change in the receiver’s
facial expression.

The message definitely leads the receiver to think. The receiver may take
some action, if required. He may also reply to the message. The reaction,
the response, and the reply together form the feedback.
 Process of Communication
Receiver’s functions complete one cycle of the process of communication.
The functions of receiver are:

1. Attending to the received message, that is, listening, reading or

Observing

2. Decoding the received message

3. Interpreting and understanding the meaning of the message

4. Responding to the message

5. Giving feedback to the sender of the message

 Process of Communication
This is a simplified description of a single cycle in the process of
communication.

Communication really takes place in several cycles and the two persons
take turns and alternately carry out functions of sender and receiver.

Both, the sender and the receiver have important functions in the
communication process; it can be successful only if both are efficient
and
attentive.
 Process of Communication
Context and Environment: Context is the set of circumstances that
surround an event and influence its significance. It is the background of
events which lead to the message being sent.

A message may acquire a different meaning in a changed context. If both

have a same amount of background information about the situation and
the issue, it is easier to communicate on the topic.

The context influences the sender’s encoding and the receiver’s

decoding,
and also each one’s interpretation.
 Process of Communication
The circumstances of each communicant, each one’s position in the
organization, the usual work that each one does, and the present state of
mind of each one, can all influence the communication process.

The present relationship between the two is a part of the context; the
Receiver tends to interpret messages in the context of the relationship.

Communication takes place in an environment. Environment includes

several things. The most obvious is the place in which communication
takes place; if it is pleasant and comfortable, the communication is better.
Noise or disturbance in the environment usually hinders the flow of
communication.
 Process of Communication
The political, cultural, legal, technological environment influences
communication as these factors may affect each one’s situation and
attitude to the content of a message.

Time is also an element of the environment; it has three aspects:

a) The time of the communication (first thing in the morning, just before
or just after the lunch, when it is almost closing time) affects the
communication.

b) The length of time taken by a communication event (how long the

presentation or the meeting or the conversation goes on) influences the
quality of the communication.
 Process of Communication
Too long can be tiring and boring; too short may be inadequate and one
of them may feel that insufficient attention was given by the other.

c) There is right time for giving some information. If it is given too late,
it
may be useless; if it is too early, receivers may not be ready for it and
may
not understand it.
 Process of Communication

Idea Message Received Idea

Message
(Tx) Encoding Medium Decoding (Rx)
Transmitter Receiver

One-Way Communication Process

 Process of Communication
Feedback Feedback

Received Idea
Idea Message
Message

(Tx) Encoding Medium Decoding (Rx)

Transmitter Receiver

Two-Way Communication Process

 7 Cs of Communication
There are 7 C’s of effective communication which are applicable to both
written as well as oral communication. These are as follows:

Completeness
Conciseness
Consideration
Clarity
Concreteness
Courtesy
Correctness
 7 Cs of Communication
Completeness - The communication must be complete. It should convey all facts
required by the audience. The sender of the message must take into consideration
the receiver’s mind set and convey the message accordingly. A complete
communication has following features:
- Complete communication develops and enhances reputation of an organization.
- Moreover, they are cost saving as no crucial information is missing and no
additional cost is incurred in conveying extra message if the communication is
complete.
- A complete communication always gives additional information wherever
required. It leaves no questions in the mind of receiver.
- Complete communication helps in better decision-making by the
audience/readers/receivers of message as they get all desired and crucial
information.
- It persuades the audience.
 7 Cs of Communication
Conciseness - Conciseness means wordiness, i.e, communicating what you want
to convey in least possible words without forgoing the other C’s of
communication. Conciseness is a necessity for effective communication. Concise
communication has following features:
- It is both time-saving as well as cost-saving.
- It underlines and highlights the main message as it avoids using excessive and
needless words.
- Concise communication provides short and essential message in limited words
to the audience.
- Concise message is more appealing and comprehensible to the audience.
- Concise message is non-repetitive in nature.
 7 Cs of Communication
Consideration - Consideration implies “stepping into the shoes of others”.
Effective communication must take the audience into consideration, i.e, the
audience’s view points, background, mind-set, education level, etc. Make an
attempt to envisage your audience, their requirements, emotions as well as
problems. Ensure that the self-respect of the audience is maintained and their
emotions are not at harm. Modify your words in message to suit the audience’s
needs while making your message complete. Features of considerate
communication are as follows:
- Emphasize on “you” approach.
- Empathize with the audience and exhibit interest in the audience. This will
stimulate a positive reaction from the audience.
- Show optimism towards your audience. Emphasize on “what is possible” rather
than “what is impossible”. Lay stress on positive words such as jovial, committed,
thanks, warm, healthy, help, etc.
 7 Cs of Communication
Clarity - Clarity implies emphasizing on a specific message or goal at a time,
rather than trying to achieve too much at once. Clarity in communication has
following features:

- It makes understanding easier.

- Complete clarity of thoughts and ideas enhances the meaning of message.
- Clear message makes use of exact, appropriate and concrete words.
 7 Cs of Communication
Concreteness - Concrete communication implies being particular and clear
rather than fuzzy and general. Concreteness strengthens the confidence.
Concrete message has following features:

- It is supported with specific facts and figures.

- It makes use of words that are clear and that build the reputation.
- Concrete messages are not misinterpreted.
 7 Cs of Communication
Courtesy - Courtesy in message implies the message should show the sender’s
expression as well as should respect the receiver. The sender of the message
should be sincerely polite, judicious, reflective and enthusiastic. Courteous
message has following features:
- Courtesy implies taking into consideration both viewpoints as well as feelings
of the receiver of the message.
- Courteous message is positive and focused at the audience.
- It makes use of terms showing respect for the receiver of message.
- It is not at all biased.
 7 Cs of Communication
Correctness - Correctness in communication implies that there are no
grammatical errors in communication. Correct communication has following
features:
- The message is exact, correct and well-timed.
- If the communication is correct, it boosts up the confidence level.
- Correct message has greater impact on the audience/readers.
- It checks for the precision and accurateness of facts and figures used in the
message.
- It makes use of appropriate and correct language in the message.
 7 Cs of Communication
1) Clear
Convey your message in an easy to understand manner. Use short simple
sentences while speaking or writing. The aim is to share your thoughts and ideas
with utmost clarity. Clear messages consist of exact and concrete words.
Bad Example
Hi Pete,
I would like to schedule a meeting with you in regards to yesterday’s
conversation. The topics you covered were great, and I’d like to speak about it in
detail. Please let me know when you would like to have this meet.
Regards,
Chris
In the above example, we do not know which conversation Chris is referring to.
If Chris had met Pete on multiple occasions that day then he wouldn’t know
what Chris is actually talking about.
 7 Cs of Communication
Good Example

Hi Pete,
I would like to schedule a meeting with you in regards to your presentation on
email marketing. The topics you covered were great, and I would like to discuss
implementation on our current clients. Please let me know when you have the
time so that we can discuss it in detail.
Regards
Chris

In this example, the reader knows exactly what is expected of him because the
message is clear.
 7 Cs of Communication
2) Concise

Concise means to be to the point without using a lot of words.

Avoid using filler words like “you see”, “at this point of time”, “a lot of sense”,
“kind of”, “what I mean”, “sort of”. You need to ask yourself if there are any
unnecessary sentences and if you have written the same points multiple times.

Being concise saves the time of both you and your reader and adds value to your
message.
 7 Cs of Communication
Bad Example
Dear Bharat,
I wanted to talk about the video editing ideas we sort of planned out the other day. Don’t
you think it would make a lot of sense to also add additional elements to the videos? I mean,
I think that would sort of improve the quality of the videos as well as have a stronger impact
on the client’s message.
For instance, we could add a dissolve transition on each movie, which would then give it a
seamless flow. This would then make the video cleaner and be more appealing in the minds
of the people. The impact would just be a lot greater. This makes a lot more sense according
to me.
What do you think?
Regards
Aaron

There is a lot of repetition in this email and it is quite long. The email can be made shorter
and to the point.
 7 Cs of Communication
Good Example

Dear Bharat,

I wanted to discuss the video editing ideas we planned out yesterday. It would be
better to add additional elements to the video in order to have a stronger impact
on the client’s message.
A dissolve transition would give a seamless flow to each movie and make the
videos cleaner and appealing in the minds of the target audience.
What do you think?
Regards

Aaron
 Objectives of Communication
An objective is the purpose with which we undertake an activity.

In business, we communicate with – customers, our subordinates, our

Superiors

In a business or official situation, when we communicate, we have a

specific objective/purpose. We want to accomplish something, that is,
succeed getting something done.
 Objectives of Communication
- We may want to give or seek information
- We may want to make a request
- Give instructions
- Make complaint
- Persuade someone to agree
- Motivating a team
- Show appreciation and praise the team
- Scold, reprimand, warn people

Our communication is clearer and more effective when we know the

objective of a particular message which we are going to send.
 Objectives of Communication
All communication has two broad objectives of information and of
Persuasion. All other objectives are aspects of these two broad
objectives.

In a business objectives can take 3 forms:

1. Downward communication

2. Upward communication

3. Lateral communication
 Objectives of Communication
Information: Includes facts, figures, data etc. E.g. customer database,
accounts information, syllabus, stock market report, balance sheet, user
manual, retailer’s catalogue, brochures, signboards, news reports,
bulletins, pamphlets, circulars, notices, appointment letter, pay slip etc.

Information does not include emotions. Information may be given orally

or in writing.

You provide your information in the form of CV while applying for a job.

You gather information about the company from company website before
Interview.
 Objectives of Communication
Companies give employees information about company’s goal, plans,
Progress, and prospects, and also about working and service conditions,
training and promotion opportunities, and benefits available to them.

For this, there are organized channels; notice board is used for fresh
Information; manuals and instruction sheets for information about
procedures and regulations; bulletins and pamphlets for periodical and
general information.

Companies use print or broadcasting media for promoting their

products.
 Objectives of Communication
Objectives of Downward Communication (Seniors to subordinates):
1. Instructions
2. Orders
3. Education and training
4. On-the-job training
5. Motivation
6. Raising Morale
7. Counseling
8. Advice
9. Persuasion
10. Warning
11. Appreciation
 Objectives of Communication
Objectives of Upward Communication (subordinates to seniors):

1. Request
2. Application
3. Appeal
4. Demand
5. Representation
6. Complaints
7. Suggestions
 Objectives of Communication
Objectives of lateral/Horizontal Communication (among equals):

1. Exchange of information
2. Requests
3. Discussion
4. Co-ordination
5. Conflict resolution
6. Problem solving
7. Advice
8. Social and emotional support
 Methods of Communication: Verbal
Verbal Communication: Communication with words

Verbal communication may be oral or written.

Both can be enhanced by careful and conscious use of non-verbal

symbols; body language can be practiced and cultivated for better oral
communication; pictures, charts, graphs, color maps can enhance
written
communication.
 Methods of Communication: Verbal
Attributes of Oral and Written Communication

1. speed
2. Record
3. Precision and accuracy
4. Length
5. Expense
6. Body language
7. Feedback
 Methods of Communication: Verbal
Oral Communication occurs in situations like conversations, telephone
talk, interviews, conferences, presentations, negotiations, GDs, meetings
etc.

Oral communication is more natural and immediate.

Oral communication requires both parties to be present and attentive at

the same time.

In an organizations, all are constantly involved in oral communication

situations.
 Methods of Communication: Verbal
Channels of Oral Communication:

1. Face-to-face Conversation
2. Telephone Conversation
3. Presentation
4. Public Speech
5. Interview
6. Group Discussion
7. Negotiations
8. Meetings
 Methods of Communication: Verbal
Written Communication:
Documents are required for official work and record.

Channels of Written Communication:

1. Letter
2. Memo
3. Notice
4. Circular
5. Report
6. Minutes
 Barriers to Communication
A) Physical Barriers

B) Semantic and Language Barriers

C) Socio-Psychological Barriers

D) Organizational Barriers

E) Cross-cultural Barriers
 Barriers to Communication
A) Physical Barriers

1. Defects in the medium

2. Noise in the environment

3. Information overload
 Barriers to Communication
B) Semantic and Language Barriers: Semantic means pertaining to or
arising from different meanings of words or other symbols.

- Multiple meanings of the words

- Words pronounced differently to mean different things

- Words used as verb as well as noun

- Similar sounding words

- Adjectives and adverbs are subjective

 Barriers to Communication
B) Semantic and Language Barriers:

- Nouns with different meanings

- Tricky phrases

- Different meaning with different style of speaking

- Technical terms
 Barriers to Communication
B) Semantic and Language Barriers:

- New words being coined

- Words mean different things to different persons

“meaning is in people, not in words.”

Age, education, cultural background, attitude and many other factors

influence the meaning we give to words.
 Barriers to Communication
B) Semantic and Language Barriers:

- New words being coined

- Words mean different things to different persons

“meaning is in people, not in words.”

Age, education, cultural background, attitude and many other factors

influence the meaning we give to words.
 Barriers to Communication
C) Socio-Psychological Barriers
- Communication skills
- Personal feelings, desires, fears and hopes, like and dislikes, attitudes,
views and opinions, etc. formed by family background and social
environment; individual’s own intelligence, inherited qualities,
education, and personal experiences.
- Factors like time, the place and the circumstances of a particular
Communication also influence our understanding and response
- We receive message at 3 levels – physical (noticing), level of
intelligence
(understanding), and emotional (acceptance)
 Barriers to Communication
- self-centered attitudes
- group identification
- self-image
- selective perception
- filtering
- status block
- resistance to change
- closed mind
- poor communication skills
- state of health
 Barriers to Communication
D) Organizational Barriers

- movement of message and loss /distortion of information

- Vertical vs. flat organization

- misinterpretation, lack of understanding, and neglect of message; too

much importance to written communication

- Message filters- deliberate suppression of information/deliberate

withholding of information
 Barriers to Communication
E) Cross-Cultural Barriers

- Culture is a shared set of values and attributes of a group; it is the sum

total of the ways of living built up by a group and transmitted from one
generation to another.

- Culture is so much a part of an individual’s manner of talking,

behaving,
and thinking, that communication style and competence are influenced
by it.
 Barriers to Communication
Some of the most significant differences between cultures are:
National character/basic personality:
- language
- values and norms of behavior
- social relationships
- concepts of time
- concepts of space
- thinking processes
- non-verbal communication
- appearance
- use of voice
- perception
 Barriers to Communication
Overcoming Barriers:
- Training in effective communication
- Periodical review and reorganization of communication networks
- More of higher authorities’ responsibility
- Keeping communication channels in good working condition
- sound-proof rooms for meetings
- Careful use of language, using words which have clear meaning, using
short and simple sentences, and using visual aid whenever possible
- Acquiring better communication skills to overcome personal barriers
- Try to feel yourself in the other’s role, values, and frame of reference
 Grapevine Communication (Informal
Business Communication)
Grapevine is an informal channel of business communication. It is called so
because it stretches throughout the organization in all directions irrespective of
the authority levels. Man as we know is a social animal.

Despite existence of formal channels in an organization, the informal channels

tend to develop when he interacts with other people in organization. It exists
more at lower levels of organization.

Grapevine generally develops due to various reasons. One of them is that

when an organization is facing recession, the employees sense
uncertainty.
 Grapevine Communication (Informal
Business Communication)
Also, at times employees do not have self-confidence due to which they
form unions. Sometimes the managers show preferential treatment and
favour some employees giving a segregated feeling to other employees.
Thus, when employees sense a need to exchange their views, they go for
grapevine network as they cannot use the formal channel of
communication in that case. Generally during breaks in cafeteria,the
subordinates talk about their superior’s attitude and behaviour and
exchange views with their peers. They discuss rumours about promotion
and transfer of other employees. Thus, grapevine spreads like fire and it
is
not easy to trace the cause of such communication at times.
 Grapevine Communication (Informal
Business Communication)
Examples of Grapevine Network of Communication

Suppose the profit amount of a company is known. Rumour is spread

that this much profit is there and on that basis bonus is declared.

CEO may be in relation to the Production Manager. They may have

friendly relations with each other.
 Grapevine Communication (Informal
Business Communication)
Pros and Cons of Grapevine Communication
Advantages of Grapevine Communication
Grapevine channels carry information rapidly. As soon as an employee gets to
know some confidential information, he becomes inquisitive and passes the details
then to his closest friend who in turn passes it to other. Thus, it spreads hastily.
The managers get to know the reactions of their subordinates on their policies.
Thus, the feedback obtained is quick compared to formal channel of
communication.
The grapevine creates a sense of unity among the employees who share and
discuss their views with each other. Thus, grapevine helps in developing group
cohesiveness.
The grapevine serves as an emotional supportive value.
The grapevine is a supplement in those cases where formal communication does
not work.
 Grapevine Communication (Informal
Business Communication)
Disadvantages of Grapevine Communication
The grapevine carries partial information at times as it is more based on
rumours. Thus, it does not clearly depicts the complete state of affairs.
The grapevine is not trustworthy always as it does not follows official path of
communication and is spread more by gossips and unconfirmed report.
The productivity of employees may be hampered as they spend more time
talking rather than working.
The grapevine leads to making hostility against the executives.
The grapevine may hamper the goodwill of the organization as it may carry false
negative information about the high level people of the organization.

A smart manager should take care of all the disadvantages of the grapevine and
try to minimize them. At the same time, he should make best possible use of
advantages of grapevine.
 Ethics in Business Communication
Ethical issues of business communication is the way by which individuals
or groups of people exchange information between them. Effective
communicators try to pass on their ideas, intentions and, objectives to their
receiver, clearly and accurately. Communication is successful only when both the
sender and the receiver understand the same information.

Despite of the context, communication is all about choice, reflects values, and
has consequences. For better communication, understanding the obvious and
the subtle issues relating to communication is necessary. Any company that aims
to be socially and ethically responsible must make a priority of ethical
communication both inside the company and in its interactions with the public.

In theory, many consumers prefer to do business with companies they believe

are ethical which gives those ethical businesses an advantage in the market.
 Ethics in Business Communication

Vital characteristics of Ethical Communication:

1. Conveying the point without offending the audience

2. Maintain a relationship with the audience:

3. Avoid withholding crucial information

4. Well organized value system

5. Accuracy of information is necessary

 Ethics in Business Communication

The International Association of Business Communicators outlines a code of ethics

for all its members:

1. I am honest—my actions bring respect for and trust in the communication

profession.

2. I communicate accurate information and promptly correct any errors.

3. I obey laws and public policies; if I violate any law or public policy, I act promptly
to correct the situation.

4. I protect confidential information while acting within the law.

5. I support the ideals of free speech, freedom of assembly, and access to an open
marketplace of ideas.
 Ethics in Business Communication

6. I am sensitive to others’ cultural values and beliefs.

7. I give credit to others for their work and cite my sources.

8. I do not use confidential information for personal benefit.

9. I do not represent conflicting or competing interests without full disclosure

and the written consent of those involved.

10. I do not accept undisclosed gifts or payments for professional services from
anyone other than a client or employer.

11. I do not guarantee results that are beyond my power to deliver.

 Ethics in Business Communication

Case:

Two Misleading Words Triggered GM's

Catastrophic Communication Breakdown