BUSINESS

BUSINESS
COMMUNICATION
COMMUNICATION

Dr.
Dr. Saravjeet
Saravjeet Kaur
Kaur
Director
Director ICL
ICL Hi-
Hi- tech
tech
What is Communication?
• COMMUNICATION IS THE ART OF TRANSMITTING
INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON
TO ANOTHER.COMMUNICATION IS THE PROCESS OF
MEANINGFUL INTERACTION AMONG HUMAN BEINGS.
• ITS ESSENCES :
• PERSONAL PROCESS
• OCCURS BETWEEN PEOPLE
• INVOLVES CHANGE IN BEHAVIOUR
• MEANS TO INFLUENCE OTHERS
• EXPRESSION OF THOUGHTS AND
• EMOTIONS THROUGH WORDS & ACTIONS.
• TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
• IT IS A SOCIAL AND EMOTIONAL PROCESS.
 A Definition
Communication is a process by which
information is exchanged between
individuals through a common system
of symbols, signs or information.
What are the most common ways
we communicate?

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 Types of Communication
• Downwards Communication : Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to offer feed
back, approval to highlight problems etc.

• Upwards Communications : It is non directive in nature from down below, to give

feedback, to inform about progress/problems, seeking
approvals.
• Lateral or Horizontal
• Communication : Among colleagues, peers at same level for information
• level for information sharing for coordination, to save time.

• In modern business environment communication extends beyond written or spoken

• words to listened word.
• Visual dimension added by T.V., computers has given to new meaning to
• communication.
• COMMUNICATION NETWORKS

• Formal Network : Virtually vertical as per chain go command within the

• hierarchy.
• Informal Network : Free to move in any direction may skip formal chain of
• command. Likely to satisfy social and emotional needs
• and also can facilitate task accomplishment.
The Communication
Process
Medium

Barrier
SENDER RECEIVER
(encodes) (decodes)
Barrier

Feedback/Response
The Communication Process
Basic Model
5.5.
Feedback
Feedbacktravels
travels
to
tosender
sender

1.
1. 2.
2. 3.
3. 4.
4.
Sender
Sender Sender
Sender Message
Message Receiver
Receiver
has
hasidea
idea encodes
encodes travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel

6.6.
Possible
Possibleadditional
additional
feedback
feedbackto
toreceiver
receiver
 How to Improve Existing Level of
COMMUNICATION?

• IMPROVE LANGUAGE.
• IMPROVE PRONUNCIATIOON.
• WORK ON VOICE MODULATION.
• WORK ON BODY LANGUAGE.
• READ MORE
• LISTEN MORE
• AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE,
GOSSIP, MEDIA PRESENTATION ETC.
• INTERACT WITH QUALITATIVE PEOPLE.
• IMPROVE ON YOU TOPIC OF DISCUSSION,
• PRACTICE MEDITATION & GOOD THOUGHTS.
• THINK AND SPEAK.
• DO NOT SPEAK TOO FAST.
• USE SIMPLE VOCABULARY.
• DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
• LOOK PRESENTABLE AND CONFIDENT.
Forms of Communication
Flowing Through Formal
Channels

Written Oral Electronic

Executive memos, letters Telephone E-mail
Annual report Face-to-face conversation Voicemail
Company newsletter Company meetings Instant Messaging
Bulletin board postings Team meetings Intranet
Orientation manual Videoconferencing
 Communication Flowing
Through Formal Channels

Downward Horizontal Upward

Management directives Task coordination Employee feedback
Job plans, policies Information sharing Progress reports
Company goals Problem solving Reports of customer
Mission statements Conflict resolution interaction,
feedback
Suggestions for
improvement
Anonymous hotline
 Purposes for Business
Communication
• Provide factual information
• Inform readers about or provide
information
• Clarify and condense information
• State precise responsibilities
• Persuade and make recommendations
 Types of Communication
• Nonverbal
– Less structured, harder to classify
– More spontaneous, less control
• Verbal
– More structured, easier to study
– Conscious purpose, more control
Genres of Communication
• Written Communication
• Oral Communication
• Mixed Communication
 Written Communication
• Letters
• Memos
• Email
• Reports/White Papers
• Web sites
• Promotional Materials
• Other written documents
 Oral Communication
• Meetings
• Conference calls
• Phone calls
• Presentations
• Video or audio recordings
• Other forms of oral communication
 Mixed Communication
• Web sites
• PowerPoint presentations (spoken and
written communication)
• Performance reviews
 Internal Communication
• Official structure
– Formal chain of command
– Up, down, across formal power lines
• The grapevine
– Informal networking
– Unofficial lines of power
 External Communication
• Formal contacts
– Marketing
– Public relations
• Informal contacts
– Employees
– Managers
 EFFECTIVE
EFFECTIVE
COMMUNICATION
COMMUNICATION
SKILLS
SKILLS
EFFECTIVE COMMUNICATION
• EFFECTIVE COMMUNICATION OCCURS WHEN THE
MESSAGE RECEIVED IS AS CLOSE AS POSSIBLE
AS THE MESSAGE INTENDED TO BE SENT –
MUTUAL UNDERSTANDING.

 COMMUNICATION IS EFFECTIVE ONLY IF

PEOPLE:
- UNDERSTAND EACH OTHER
- STIMULATE OTHERS TO TAKE ACTION
- ENCOURAGE OTHERS TO THINK IN NEW
WAYS.
SEVEN “C’s” OF COMMUNICATION

• COMPLETENESS – CONTAINS ALL

FACTS THE READER OR LISTENER
NEEDS FOR DESIRED ACTION.
• CONCISENESS
• CONSIDERATION
• CONCRETENESS
• CLARITY
• COURTESY
• CORRECTNESS
 NON-VERBAL
NON-VERBAL
COMMUNICATION
COMMUNICATION
 NON-VERBAL
COMMUNICATION
The most basic form of communication is
non-verbal. The term non-verbal means
“without word”. Thus non-verbal
communication is communication without
words.
Non-verbal communication means
communication that occurs without words.
 DEFINITION
Acc to Raymond and John
“All communication that
involves neither written nor spoken
words but occurs without use of
words are termed as non-verbal
communication .”
 FUNCTIONS
• To provide information, either consciously or
unconsciously.
• To regulate the flow of conversation.
• To express emotion.
• To qualify, complement, contradict or expand
verbal messages.
• To control or influence others.
• To facilitate specific tasks.
 Types of non-verbal
communication
• KINESICS OR BODY LANGUAGE
• PROXEMICS OR SPACE LANGUAGE
• PARA LANGUAGE
 KINESICS OR BODY
LANGUAGE
Body language is a prominent and an
important medium of non-verbal
communication. Body language
expresses internal feelings very
clearly. Body language is also known
as KINESICS. Kinesics is the study
of body movements and gestures.
 TYPES OF BODY
LANGUAGE
• POSTURES
• GESTURES
• FACIAL EXPRESSIONS
• EYE CONTACT
• BODILY CONTACT
• APPEARANCE
• SILENCE
 FUNCTIONS OF BODY
LANGUAGE
• They can provide information about
feelings and intentions.
• They can be used to regulate interactions.
• They can be used to express intimacy.
• They can be used to establish dominance
or control.
• They can be used to facilitate goal
attainment.
 SIGNIFICANCE OF BODY
LANGUAGE
• Reveals the working of Emotions.
• Reveals the Status.
• Replaces Verbal Communication.
• Sustain Verbal Conversation.
• Reveals a Person’s Attitudes and Traits.
• Reveals the Truth.
• Practical Application.
 PROXEMICS
• The term ‘Proxemics’ was first used in the
field of communication by eminent
researcher Edward T. Hall. he derived
the term Proxemics from proximity. In
the words of Barker and Gaut, “The study
of spatial factors between the sender and
receiver of the message is called
Proxemics.”
TYPES OF PROXEMICS
• SPACE LANGUAGE
• TIME LANGUAGE
• SURROUNDINGS
 PARA LANGUAGE
The term para language is combination of two
words-”para”’ means like and “language” means
mode of communication. Thus, para language
literally means “like language”.
In the words of Prof. Barker and Gaut, “A
language alongside of language and includes vocal
characteristics such as pitch, range, resonance,
tempo and quality and various vocal sounds such
as grunts, groans and clearing the throat.”
 VERBAL
VERBAL
COMMUNICATION
COMMUNICATION
 VERBAL
COMMUNICATION
• ORAL COMMUNICATION
• WRITTEN COMMUNICATION
 ORAL
COMMUNICATION
Oral communication is that channel of
communication in which message is
transmitted in spoken form. The term
‘oral’ means ‘anything pertaining to the
mouth’. There are two components of Oral
communication :
• Words and
• The manner in which words are
pronounced.
 ADVANTAGES OF ORAL
COMMUNICATION
• Quickness in Exchange of ideas
• Quick Feedback
• Flexibility
• Economic Source
• Personal Touch
• Effective Source
• Removal of Misunderstanding
• Motivation Possible
• Increase in Efficiency
 DISADVANTAGES OF
ORAL COMMUNICATION
• Unfit for lengthy Message
• Unfit for Policy Matters
• Lack of Written Proof
• Expensive Method
• Lack of Clarity
• Misuse of Time
• Presence of Both the Parties Necessary
 FORMS OF ORAL
COMMUNICATION
• Face-to-Face Conversation
• Lectures
• Meetings and Conferences
• Interviews
• Telephonic Talk
• Grapevine
• Social and Cultural Affairs
• Seminars
• Radio
• Television
 WRITTEN
COMMUNICATION
Written communication is that
communication in which information is
exchanged in the written or printed
form. It is the most formal of all types
of communication. The written form of
business communication facilitates a
business firm to keep a record of the
communication.
 ADVANTAGES OF
WRITTEN
COMMUNICATION
• Suitable for Lengthy Messages
• Written Proof
• Clear Message
• Less Expensive Method
• Time Saving
• Presence of Both the Parties not Necessary
• True and Effective
• Communication at Different Places
 DISADVANTAGES OF
WRITTEN
COMMUNICATION
• Unfit for Uneducated Persons
• Lack of Secrecy
• Wastage of time
• No quick information about Feedback
 BARRIERS
BARRIERS TO
TO
COMMUNICATION
COMMUNICATION
 COMMON BARRIERS TO
COMMUNICATION

1. SEMANTICS
Definition of words

Choice of words
 COMMON BARRIERS TO
COMMUNICATION

2. POOR CHOICE, USE OF CHANNELS

 When to use certain channel

Oral alone:
• Simple reprimand
• Settle simple dispute
Written alone:
• Don’t need immediate feedback
• Need record
 COMMON BARRIERS TO
COMMUNICATION

2. USE OF CHANNELS
Both channels:
• Commendation
• Serious reprimand
• Important policy change
Nonverbal
• Be aware of it.
 COMMON BARRIERS TO
COMMUNICATION
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL,
PSYCHOLOGICAL
5. STATUS DIFFERENCE
6. EFFECTS OF EMOTIONS
 COMMON BARRIERS TO
COMMUNICATION
7. PERCEPTIONS
Stereotypes
Halo effects
Selective perception
• See and hear what we expect
• Ignore if conflicts with “what we know.”

Projection
 COMMON BARRIERS TO
COMMUNICATION
8. FILTERING, SCREENING
NEGATIVE INFORMTAION
9. EVALUATING THE SOURCE
10.ABSENCE OF FEEDBACK,
POOR FEEDBACK
 COMMON BARRIERS TO
COMMUNICATION
11. INFORMATION, DATA
OVERLOAD

12. POOR LISTENING

LISTEN TO RESPOND
LISTEN TO UNDERSTAND
 TO OVERCOME BARRIERS:
 Learn to use feedback well.
 Be sensitive to receiver’s point of view.
 Listen to UNDERSTAND!
 Use direct, simple language, or at least
use language appropriate to the receiver.
 Use proper channel(s). Learn to use
channels well.
 Learn to use supportive communication,
not defensive communication.
LISTENING
LISTENING
 What is Listening?
• listening (ILA, 1996): the process of
receiving, constructing meaning from,
and responding to spoken and/or
nonverbal messages; to hear
something with thoughtful attention
• Effective communication is 2-way
– depends on speaking and listening
 Listening vs. Hearing
• Hearing- physical process; natural; passive

• Listening- physical & mental process; active;

learned process; a skill

• Listening is hard!
You must choose to participate in
the process of listening.
 Why Be A Good
Listener?
Needs of the Customer…

• To be recognized and remembered

• To feel valued
• To feel appreciated
• To feel respected
• To feel understood
• To feel comfortable about a want or need
Listening is the most powerful
form of acknowledgment

…a way of saying, “You are

important.”
• Listening builds stronger
relationships

…creates a desire to
cooperate among people
because they feel accepted
and acknowledged.
• Listening promotes being heard

…”Seek first to understand,

then be understood.”
• - Stephen Covey
Listening creates acceptance
and openness

…conveys the message that

“I am not judging you.”
Listening leads to learning

…openness encourages
personal growth and learning
Listening reduces stress and
tension

…minimizes confusion and

misunderstanding, eliminating
related stress and tension
• Listening is CRITICAL in conflict
resolution
•
…much conflict comes from the need
to be heard. Successful resolution
depends on being a non-anxious
presence.
 Barriers to Listening
• Equate With • Listening for Facts
Hearing • Personal Concerns
• Uninteresting • Personal Bias
Topics • Language/Culture
• Speaker’s Delivery Differences
• External • Faking Attention
Distractions
• Mentally Preparing
Response
 Bad Listening Habits
• Criticizing the subject or the speaker
• Getting over-stimulated
• Listening only for facts
• Not taking notes OR outlining everything
• Tolerating or creating distraction
• Letting emotional words block message
• Wasting time difference between speed of
speech and speed of thought
When Are You Listening?
• Non-Verbal Encouragers

• Verbal Encouragers
 Active Listening
• … Allows you to make sure you hear
the words and understand the
meaning behind the words
• Goal: go beyond listening to
understanding
 Active Listening
Requires…
• Definite Intent to Listen
• Focus on the Speaker
• Verbal and Non-Verbal Encouragers
• Feedback Loop to Insure Accuracy
 Active Listening (4
Steps)
1. Listen
2. Question
3. Reflect-
Paraphrase
4. Agree
 Step 1: Listen
• To Feelings As Well As Words
– Words – Emotions -- Implications
• Focus on Speaker
– Don’t plan, speak, or get distracted
• What Is Speaker Talking About?
– Topic? Speaker? Listener? Others?
• Look At Speaker
• Use Verbal & Non-Verbal Encouragers
 Step 2: Question
• 3 Purposes
– Demonstrates you are listening
– Gather information
– Clarification
• Open-ended
– Tell me more?
– How did you feel?
– Then what happened?
 Step 3: Reflect-
Paraphrase
• Reflect What Is Said (In your words)
• Reflect Feelings
• Reframe
– Capture the essence of the
communication
– Remove negative framing
– Move toward problem solving
 Step 4: Agree
• Get Speaker’s Consent to Your
Reframing
• Speaker Has Been Heard and Knows
It!
• Solution Is Near!
 Activity
• Speaker – talk for 2
min.
• Listener – listen using
the skills we’ve
discussed
• Observer – observe
the application of the
skills and take notes
INTERVIEW
INTERVIEW
 INTERVIEW
• In the words of Stewart and Cash,
“Interview is a process of didactic
communication with pre-determined
and serious purpose designed to
interchange behavior and involving
the asking and answering the
questions.”
 ATTENDING
INTERVIEW
In regard to people being
interviewed for a job, a national
survey of employment interviewers
listed the following qualities in order
of their relative importance: (1)
appearance (2) manner of ideas, (3)
personality, (4) speech and voice, (5)
manners and (6) skills.
 APPEARING FOR
INTERVIEWS
• PLANNING AHEAD
• STUDY THE COMPANY
• PREPARE YOURSELF
a) Dress properly
b) Take all the Certificate
c) Be on Time
d) Appearing for the Interview
e) Walk Right In!
f) Being Interviewed
g) Do not overstay your Allotted Time
h) Reason for Leaving
i) On Leaving, Sincerely Thanks the Interviewer for His or Her
Time
 CONDUCTING
INTERVIEW
• Decision about the Suitable Location
• Preparation for the Interview
• Commencing the Interview
1. Using questions for control
2. Listening by the Interviewers
3. Summarizing
4. Note-Taking
• Closing the Interview
• Making Judgments and Analyzing Results