BUSINESS COMMUNICATION

AN Overview

When did communication 1st take place ever?

WHEN WAS THE 1ST

TIME YOU
COMMUNICATED

COMMUNICATION

Latin word Communicare To share or to make common What ever is shared becomes common &

what ever is common is shared

WHAT IS COMMUNICATION
COMMUNICATION IS THE SUM OF

ALL THE THINGS ONE PERSON DOES

WHEN HE WANTS TO CREATE

UNDERSTANDING IN THE MIND OF

ANOTHER; IT INVOLVES SYSTEMATIC PROCESS OF TELLING LISTINING AND UNDERSTANDING.

KEITH DAVIS SAYS THAT COMMUNICATION

IS- THE TRANSFER OF INFORMATION AND

UNDERSTANDING FROM ONE PERSONN TO ANOTHER PERSON. IT IS A WAY OF REACHING OTHERS WITH FACTS ,IDEA , THOUGHTS AND VALUES. IT IS A BRIDGE OF MEANING AMONG PEOPLE SO THAT THEY CAN SHARE WHAT THEY FEEL AND

KNOW.

CHARACTERISTICS OF COMMUNICATION
TWO

WAY PROCESS & non verbal sharing and

Verbal

Information

understanding
Circular GOAL

flow

ORIENTED

PURPOSE OF COMMUNICATION
To change behavior To get action To ensure understanding To persuade To get and give information

TOTAL COMMUNICATION PROCESS 80 % OF OUR WAKING HOURS ARE SPENT IN SOME FORM
OF COMMUNICATION
Writing 9% Reading 16% Speaking 30%

Listening 45%

CLASSIFICATION OF COMMUNICATION

ON THE BASIS OF NUMBER OF PERSONS

INTRAPERSONAL INTERPERSONAL GROUP MASS

ON THE BASIS OF MEDIUM EMPLOYED

VERBAL
ORAL WRITTEN

COMMUNICATION

NON

VERBAL

Visual aural

COMMUNICATION IS A SERIES OF EXPERIENCES OF

Hearing

Smell

Seeing Touch Taste

MEANS OF NONVERBAL COMMUNICATION

VISUAL
Components Communicated Facial Expressions Eye Movements mind Posture Gestures Examples Frown, smile, Looking away, staring Meanings Unexpressed feelings Intentions, state of

Leaning in, slumped Handshake, wave

Attitude Intentions, feelings

Touch

Pat on the back Gentle touch on an arm

Approval Support and concern

15

ORAL COMMUNICATION
Face

to face Public speech Interview Group discussion Meeting Telephonic conversation Conference call

COMMUNICATION
7%

WORDS PARALINGUISTIC

Words are only labels and the listeners put their own interpretation on speakers words The way in which something is said - the accent, tone and voice modulation is important to the listener.

38%

55%

BODY LANGUAGE

What a speaker looks like while delivering a message affects the listeners understanding most.

CHARACTERISTICS OF EFFECTIVE
ORAL COMMUNICATION
Consider the objective Think about the interest level of the listener Use simple language Be brief and precise Avoid vagueness Give full facts Assume nothing Be polite Allow time to respond

ADVANTAGES OF ORAL
COMMUNICATION

Feedback is immediate Time saving More personal touch

Speaker can correct himself

Better for conveying feelings and emotions

It is supported by non verbal cues.

DISADVANTAGES
No records You have to be prompt Hard to control specially under stress, anger. Difficult to be conscious about your non verbal cues. Difficult to maintain in memory If not organized can lead to misunderstanding. Long message are difficult to express and retail in oral communication.

WRITTEN COMMUNICATION

Letters Reports Emails

Text messages
Notices Memos

ADVANTAGES
Record , Legal, references Important decisions , planning all need to be written. Usually written messages are more accurate and clear as they are written after great thought. Responsibility can be assigned. Better for complex subjects. Can be read at receivers convimience. Can be revised Can be circulated.

DISADVANTAGE

Will not be known if it is read or not. No immediate feedback. Reader not helped by non verbal cues.

Time consuming.

NON VERBAL COMMUNICATION

Eye catching
Easy to understand Quick to grasp Interesting Can be understood by illiterate and children.

Birds eye view

Attracts immediate attention

Quick conveying the intended message.

LIMITATIONS OF NONVERBAL

Can only convey elementary matter Effective pictures cartoons require great skill.

Nonverbal makes verbal communication

more effective but alone it is not very effective.

Spot correction not easy

RELATIONSHIP BETWEEN VERBAL

AND NON VERBAL
Substitution-

or and

Complimentary Conflict

ELEMENTS OF COMMUNICATION

Information source ( ideation)the communication process begins with the information source. The sender has some raw information which will be transformed into a message.

MESSAGE

the information written or spoken, which is to be sent from one person to another. Here the word person represents the ends of a system and may represent an

individual , or even electronic machines..

The most important characteristic of message is that it is organized, structured shaped and selective- a product of pre- writing or pre speaking stage. It exists in the mind of the sender

ENCODING
the process of changing the message from its mental form into symbols that is patterns of words, gestures, signs.

It is thus putting ideas , facts, feelings and opinions into symbols, which can be words, actions, signs , pictures.

Encoding should be done keeping in mind the

receivers ability.

Dee pti Sing h

CHANNEL
Is

the vehicle or the medium that

facilitates the sending of the

message.

the medium can be written, oral,

audio- visual.

Again

the medium can be further sub

divided into, written- letter, email, reports, notice

 Receiver-

is the target

audience.

Decoding- is the act of translating back the symbols into mental images.

FEEDBACK
o

the loop that connects the receiver with the sender .

It plays an important role in

communication as it helps the

communicator know if there are any corrections or changes to be made.

It helps to ensure that the message

has been understood as intended

THE COMMUNICATION PROCESS

Aristotle- first to talk about communication. He proposed a simple process with sender, message,

and receiver.

HAROLD LASSWELL

SHANNON WEAVER

MODEL

SENDER/ INFORMATION SOURSE

ENCODING

CHANNEL

RECEIVER RECEIVES

DECODING

FEED BACK