Business Communication

Raymond V. Lesikar Marie E. Flatley Kathryn Rentz

Chapter One

Communication in the Workplace

The McGraw-Hill Companies, Inc., 2007

Importance of Communication Skills as Expressed by Business Authorities

Your

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message will get lost if its not clear, concise, and high impact! Get to the point quickly, let the recipient know exactly what you want, and use attention-grabbing techniques whenever possible. --Amy Btterton I see a business document that has uncorrected typos (literals) and other grammatical mistakes, I wonder whether the author is (a) not very bright or (b) sloppy (chaotic). --Glenda K. Moehlenpah

Whenever

Evidence of Communication Weakness in Business

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Im

surprised how so many people struggle with communication. --Michael Rook, Production Manager
Hewlett Packard, San Diego, CA

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Definition of Business Communication

The process by which information is transmitted

between individuals or organizations so that an understanding response results

B Com is :

Giving, receiving or exchanging information, opinions, ideas, facts and thoughts by writing, speech, visual means, so that the material communicated is completely understood by everyone concerned

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Importance of Good Communication

GOOD COMMUNICATION IS AN ART WAY TO ACHIEVE SUCCESS.

Importance of Communication Skills to You

Business needs good communicators

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Different research findings support it. In a survey on 2000 top ranking

executives, 94 pc ranked communicating well as the most important skill to succeed.

To stand out from competition you need leadership and

communication skills
Most people dont communicate well (Evidence supports it)

Importance of Communication Skills to You

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Communication skill is number one skill which can

increase your chances for success, get you ahead, increase your value to business, and reward you more

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Why Business Depends Upon Communication

There are 4 important reasons why success of business depends on good communication :
Vital to every part of business Helps coordinate business activities of different groups Helps manage and exchange information Enables human beings to work together

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Why Business Depends Upon Communication

With the changing business scenario worldwide, good communication skill is necessary for the following reasons :
Tremendous development of New Information Technology Job becomes more and more information related Increasingly Global nature of business Learn about and honor others cultural orientations in such away that you and your partners can work together for mutual benefit. Growing diversity in the workplace It is expected to see more diverse workplaces, employees of both sexes, varied cultures, age groups, nationality and many other attributes.

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Means of Business Communication

Verbal

Speaking

Writing
Listening Reading

Non-verbal

Facial expression Eye behavior Gestures and postures

Vocal tone or characteristics

Personal appearance Cues (signals) Touching behavior etc

Main Categories of Communication in Business

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Three categories of communication:

1. Internal Operational 2. External Operational 3. Personal

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1. Internal Operational Communication

Internal Operational Com occurs in conducting work within a business.
Communication among businesss workers to create, implement

and track the success of the businesss operating plan

Much of it is done on computer network

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1. Internal Operational Communication (contd)

Forms of internal operational communication:

Giving orders or instructions and oral exchange Assembling reports and records Writing memorandums, e-mail messages etc Preparing reports regarding sales, inventories, finance,

maintenance and so on

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2. External Operational Communication

External Operational Communication is work-

related communication with people and groups outside the business

Communication with suppliers, service companies,

customers, government agencies, the general publics, and others

Includes business efforts at direct selling Every external message conveys an image of the

company

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2. External Operational Communication (contd)

Forms of external operational communication:
Personal selling, sales representatives sales spiels (talks),

descriptive brochures
Telephoning
TV, radio, newspaper, magazine ads, Point-of Purchase (POP)

display material
Public relation works Writing reports

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3. Personal Communication

Personal Communication consists of non-business

related exchanges of information, and feelings among people.

Personal Com is personal, incidental and without

purpose and :
Takes place inside and outside the business Affects internal and external communication Affects employee attitudes, and thus, employee performance Has a significant effect on business success

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3. Personal Communication (contd)

The kinds of personal communication allowed and

encouraged in the company affect employee attitudes.

In a work situation in which heated words and flaring tempers are frequent, the participants are unlikely to make their usual productive effort. Likewise, a jovial and/or rollicking (disorderly, rowdy) work situation can undermine business goals.

Wise managers cultivate an optimum balance between employees focus on job-related tasks and their freedom to bring their personal selves(ego) to work

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Communication Networks :
Information flow forms a complex network which is

mostly downward.
Two types of networks:
Formal Network: well established and formal channels for information exchange. The flow includes the upward, lateral, and downward movement of info in the form of reports, memos, email, instructions, announcements, etc. Formal network is :

Main networks Planned and well-established network Like the network of arteries in the body

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Communication Networks (contd)

Informal Network: The informal network , consisting largely of personal com, is highly complex and ever changing. Secondary networks More complex and continually changing and managers can not control it Like the network of veins in the body

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The Formal and Informal Communication Networks in a Division of a Small Business

Department Manager

Supervisor

Supervisor

Solid Lines = Formal Network Coral Dashed Lines = Informal Network

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A Model of the Communication Process

Initial Message

Responding Message

Kelly

Justin

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A Model of the Communication Process

Communicator 1
1. Senses a communication need 2. Defines the situation 3. Searches for possible strategies

Communicator 2
7. 8. 9.

Receives the message Interprets the message Decides on a response message

4. Selects a course of actions (message 10. May send a responding

type, contents, style, format,

channel)
5. Composes the message 6. Delivers the message

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The process of communication

1. Sensing a need for communication What has happened to make you think you need to communicate? What goals do you want to achieve?
2. Defining the situation What background and prior knowledge can you apply to the situation?
You need a well-informed sense of the situation

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The process of communication

3. Search for possible strategies Whom might you communicate to? Who might be your primary and secondary audience? What will you want to achieve with it? To generate a good solution, think about:
Potential audiences and their contexts

Your own goals and contexts

Your relationship with each audience Any relevant larger contexts

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The process of communication

4. Selecting a course of action
Which strategies are impractical,

incomplete, or potentially dangerous? Why?

Which of the remaining strategies looks like

the optimum one? Why?

What will be the message type, contents,

structure, style, format for your message?

What channel will you use to deliver it?

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The process of communication

5. Composing the message
What is the contents of your message? What logical structure (ordering and

grouping of information) should you use?

should you use? language have?

What kind of style (formal or informal) What kinds of associations should your What are your recipients expectations for

the channel youve chosen?

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The process of communication

6. Sending the message

Are there any timing considerations related

to delivering your message?

Should you combine the main message

with any other messages?

How can you best ensure that the recipient

receives and reads or hears your message?

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The process of communication

7. Receiving the message

Make sure that your chosen channel has

delivered your message to each intended recipient

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The process of communication

8. Interpreting the message

The recipient not only extracts information

from the message, but also:

Guesses your communication purpose Forms judgment about you and those you represent Picks up on cues about the relationship you want to promote

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The process of communication

9. Deciding on a response If your message has been carefully adapted to the recipient, it has a good chance of achieving the desired response

10.Replying to the message The receiver is acting as a communicator, following the same process

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Universal Ingredients of Communication

Communication Environment Detecting signs from sensory environment The Mental Filter Passing the signs detected by sensory receptors through it The Encoding Process Selecting symbols to convey the intended messages The Decoding Process Giving meaning to symbols received

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Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all.
--William Zinsser, Author on Writing Well