Business+Communication+Concepts+ +Theories

7/29/2019 Business+Communication+Concepts+ +Theories

1/48

Business

Communication:Concepts & Theories

Business Communication 7 Cs of Communication - Modes of Communication -

Process of Communication - Levels of Communication - Flow of Communication -

Barriers to Communication


2/48

What is Communication?

A process of expressing ideas and feelings or of giving people

information.

Plays a central role in our lives

Is essential for the existence of our society

Plays a prominent role in the functioning of different

professional organisations

2


3/48

communication

communicare

share

3


4/48

Communication Competence

Is the ability to express views in an effective manner, enabling

one to achieve goals and enhance relationships

Is situational

It is not an inherent personal quality

A person can be proficient in some aspects of communication

and less proficient in others

However, this quality can be developed

Merely processing a large array of communication skills is not

a guarantee of communication competence To develop such competence, one must acquire the ability to

choose the most appropriate behavior in given situation4


5/48

5


6/48

6

1. Idea/

message

2. sender

3.encoding

4.Medium/

channel

5.

Noise

6. Receiver

7.Decoding

8.

feedback


7/48

The Source Planning Your Message

Before you start communicating, take a

moment to figure out what you want to say,

and why.

Don't waste your time conveying information

that isn't necessary and don't waste thelistener or reader's time either.

Too often, people just keep talking or keep

writing because they think that by saying

more, they'll surely cover all the points.

Often, however, all they do is confuse the

people they're talking to. 7


8/48

To plan your communication:

Understand your objective. Why are youcommunicating?

Understand your audience. With whom are youcommunicating? What do they need to know?

Plan what you want to say, and how you'll send themessage.

Seek feedback on how well your message wasreceived.

When you do this, you'll be able to craft a messagethat will be received positively by your audience.

Good communicators use the KISS ("Keep It Simpleand Straightforward") principle. They know that less isoften more, and that good communication should beefficient as well as effective. 8


9/48

EncodingCreating a Clear, Well-Crafted Message

When you know what you want to say, decide exactly how

you'll say it.

You're responsible for sending a message that's clear andconcise.

To achieve this, you need to consider not only what you'll say,but also how you think the recipient will perceive it.

We often focus on the message that we want to send, and theway in which we'll send it.

But if our message is delivered without considering the otherperson's perspective, it's likely that part of that message willbe lost. To communicate more effectively:

Understand what you truly need and want to say.

Anticipate the other person's reaction to your message.

Choose words and body language that allow the other personto really hear what you're saying.

9


10/48

With written communication, make sure that what youwrite will be perceived the way you intend. Words on a

page generally have no emotion they don't "smile" or

"frown" at you while you're reading them (unless you're a

very talented writer, of course!) When writing, take time to do the following:

Review your style.

Avoid jargons or slangs.

Check your grammar and punctuation.

10


11/48

Check also for tone, attitude, and other subtleties. If you

think the message may be misunderstood, it probably

will. Take the time to clarify it!

Familiarize yourself with your company's writing policies.

Another important consideration is to use pictures,

charts, and diagrams wherever possible. As the saying

goes, "a picture speaks a thousand words."

Also, whether you speak or write your message, considerthe cultural context.

If there's potential for miscommunication or

misunderstanding due to cultural or language barriers,

address these issues in advance. Consult with people who are familiar with these, and do

your research so that you're aware of problems you may

face.11


12/48

Choosing the Right Medium/Channel

Along with encoding the message, you need to choose the

best communication channel to use to send it.

You want to be efficient, and yet make the most of your

communication opportunity.

Using email to send simple directions is practical. However, if

you want to delegate a complex task, an email will probably

just lead to more questions, so it may be best to arrange a

time to speak in person.

And if your communication has any negative emotionalcontent, stay well away from email!

12


13/48

Make sure that you communicate face to face orby phone, so that you can judge the impact of

your words and adjust these appropriately. When you determine the best way to send a

message, consider the following:

The sensitivity and emotional contentof the subject.

How easy it is to communicate detail.

The receiver's preferences.

Time constraints.

The need to ask and answerquestions. 13


14/48

Medium : oral / written

Channel: phone / email / memos / etc.

Feedback: the sender becomes the receiver

14


15/48

Decoding Receiving and Interpreting a

Message

It can be easy to focus on speaking; we want to get our points

out there, because we usually have lots to say.

However, to be a great communicator, you also need to step

back, let the other person talk, and just listen .

Receiver should be careful to decode the message properlyand correctly.

15


16/48

Feedback/Response You need feedback, because without it, you can't be sure that

people have understood your message.

Sometimes feedback is verbal, and sometimes it's not.

Feedback through body language is perhaps the most

important source of clues to the effectiveness of your

communication.

By watching the facial expressions, gestures, and posture of

the person you're communicating with, you can spot:

Confidence levels.

Defensiveness.

Agreement. Comprehension (or lack of understanding).

Level of interest.

Level of engagement with the message.

Truthfulness (or lying/dishonesty).

16


17/48

As a speaker, understanding your listener's bodylanguage can give you an opportunity to adjust yourmessage and make it more understandable,

appealing, or interesting. As a listener, body language can show you more

about what the other person is saying.

You can then ask questions to ensure that you have,

indeed, understood each other. In both situations,you can better avoid miscommunication if it happens.

Feedback can also be formal. If you're communicatingsomething really important, it can often be worthasking questions of the person you're talking to makesure that they've understood fully.

And if you're receiving this sort of communication,repeat it in your own words to check yourunderstanding.

17


18/48

18


19/48

1. Clear

When writing or speaking to someone, be clear about yourgoal or message.

What is your purpose in communicating with this person?

If you're not sure, then your audience won't be sure either. To

be clear, try to minimize the number of ideas in eachsentence.

Make sure that it's easy for your reader to understand your

meaning.

People shouldn't have to "read between the lines" and makeassumptions on their own to understand what you're trying to

say.19
http://localhost/var/www/apps/conversion/tmp/extra%20material/clarity%207Cs.docxhttp://localhost/var/www/apps/conversion/tmp/extra%20material/clarity%207Cs.docx


20/48

2. Concise

When you're concise in your communication, you stick to

the point and keep it brief. Your audience doesn't want

to read six sentences when you could communicate your

message in three.

Are there any adjectives or "filler words" that you can

delete? You can often eliminate words like "for instance,""you see," "definitely," "kind of," "literally," "basically," or

"I mean."

Are there any unnecessary sentences?

Have you repeated the point several times, in differentways?

20
http://localhost/var/www/apps/conversion/tmp/extra%20material/concise%207Cs.docxhttp://localhost/var/www/apps/conversion/tmp/extra%20material/concise%207Cs.docx


21/48

3. Concrete

When your message is concrete, then your audience has a

clear picture of what you're telling them.

There are details (but not too many!) and vivid facts, and

there's laserlike focus.

Your message is solid

21
http://localhost/var/www/apps/conversion/tmp/extra%20material/concrete%207Cs.docxhttp://localhost/var/www/apps/conversion/tmp/extra%20material/concrete%207Cs.docx


22/48

4. Correct

When your communication is correct, it fits your

audience.

And correct communication is also error-free

communication.

Do the technical terms you use fit your audience's level

of education or knowledge?

Have you checked your writing for grammatical errors?

Remember, spell checkers won't catch everything.

Are all names and titles spelled correctly?

22
http://localhost/var/www/apps/conversion/tmp/extra%20material/correct%207Cs.docxhttp://localhost/var/www/apps/conversion/tmp/extra%20material/correct%207Cs.docx


23/48

5. Coherent

When your communication is coherent, it's logical.

All points are connected and relevant to the main topic

the tone and flow of the text is consistent

23
http://localhost/var/www/apps/conversion/tmp/extra%20material/coherent%207Cs.docxhttp://localhost/var/www/apps/conversion/tmp/extra%20material/coherent%207Cs.docx


24/48

6. Complete

In a complete message, the audience has

everything they need to be informed and, if

applicable, take action.

Does your message include a "call to action", sothat your audience clearly knows what you want

them to do?

Have you included all relevant information

contact names, dates, times, locations, and so

on?24
http://localhost/var/www/apps/conversion/tmp/extra%20material/complete%207Cs.docxhttp://localhost/var/www/apps/conversion/tmp/extra%20material/complete%207Cs.docx


25/48

7. Courteous

Courteous communication is friendly, open, and

honest.

There are no hidden insults or passive-aggressive

tones. You keep your reader's viewpoint in mind, and

you're empathetic to their needs.

25
http://localhost/var/www/apps/conversion/tmp/extra%20material/courteous%207Cs.docxhttp://localhost/var/www/apps/conversion/tmp/extra%20material/courteous%207Cs.docx


26/48

26


27/48

Modes of Communication

Modes of

Communication

Formal &Informal

Oral & WrittenInternal &External

Verbal & Non-Verbal

27


28/48

Formal & Informal

Communication The formality or informality of communication depends

on ones relationship with the sender or receiver.

When working directly for the goal of the organisation,

formal communication is used.

Both are equally important

The mode used is decided by the relationship, purpose,

and occasion

Informal communication may also be known as

grapevine.

28


29/48

Oral & Written

Two equally important categories: written & oral

Written mode has several advantages over the oral mode

But it has its disadvantages too!!

29

S. No. Written Oral

1. Delayed feedback Immediate feedback

2. Formal Conversational

3. Focus on content Focus on interpersonal relations

4. Complex constructions Simpler constructions

5. Delayed action Prompt action

6. Permanent record; documentation No records can be kept


30/48

Forms of Oral & Written Communication

OralC

ommunication Face - to - face conversations

Telephone conversations

Meetings

Seminars

Conferences

Presentations

Group Discussions

Interviews

WrittenC

ommunication Memos

Letters

Emails

Faxes

Notices

Circulars

Reports

Proposals Research Papers

Bulletins

Manuals30


31/48

31

Internal

Within theorganisation

Usually planned,Preset Formats

Used to informthe members

Dissemination ofinformation to

various depts. &employees

External

Outside theorganisation

To expand theboundaries of

business

Coordinates withexternal agencies


32/48

Verbal & Non-verbal Communication

Verbal Communication

Verbal communication includes both written and oral.

It is related to the use of words in communication.

Anything that we speak or write comes under the

category of verbal communication.

32


33/48

Non-verbal Communication

Refers to all communication that occurs without the use

of words: spoken or written.

It includes all unwritten and unspoken messages; both

intentional and unintentional.

Non-verbal cues, however, speak louder than words

Speech can be made up, bodily expressions can rarely bemasked well

Interpretation of non-verbal cues is a very subjective

concept. 33


34/48


35/48

Kinesics

The study of the bodys physical movements

Kinesic behaviour can be deliberate as well as

unintentional

It includes:

1. Personal appearance

2. Posture

3. Gesture4. Facial Expressions

5. Eye Contact35


36/48

Chronemics

Is the study of human beings communicate

through their use of time

Time is a valuable resource; in the professional

world

Misuse of time can make people react negatively By valuing someone elses time we communicate

professionalism or seriousness subtly and

explicitly36


37/48

Proxemics

Is the study physical space in interpersonal relations

Space is related to behavioural norms

The way people use space say a lot about them

In a professional setting, space is also used to signal power

and status

Four kinds of zones:

37

Intimate Personal Social Public

18 inches 1.5 feet 4 feet 4 12 feet 12 25 feet or

more

Starts with personal

touch

colleagues Formal relationship Formal events

Special

circumstances

Spontaneous &

unplanned comm.

Planned comm. Detached

listener-speaker


38/48

Paralinguistic Features

Study of human voice and how words are spoken

It determines non-verbal vocal cues that help us give urgency

to our voice

38

Quality

Volume

Rate / Pace

Pitch

Articulation

Pronunciation

Is innate but can be improved by practice


39/48

Is innate but can be improved by practice

Soft, thin, nasal, hoarse, husky, harsh, irritating etc.Quality

Is different from projection

Should be in accordance with the listenersVolume

No. of words per minute

Normal rate is 120-150 words/minuteRate / Pace

No. of vibrations of our voice / second

Rise & fall conveys certain emotionsPitch

speaker should be careful not to slop, slurp, chop,or omit sounds between words or sentencesArticulation

Follow standard pronunciation

Consult dictionary, correct stress

Pronunciation

39


40/48

40


41/48

Extrapersonal Communication

Communication between human beings and

non-human entities is extra personal

communication. For example, when your

pet dog comes to you wagging its tail as

soon as you return home from work, it is anexample of extrapersonal communication.

A parrot responding to your greeting is an

example of extrapersonal communication.

This type of communication requires perfect

coordination and understanding.

41


42/48

Intrapersonal Communication Intrapersonal Communication is defined as

the communication process within an

individual.

The communication occurs within one's

mind or when an individual talks to him or

herself when nobody is around.

Intrapersonal communication can aid in

helping an individual become more social,

like a pat on the back and saying that 'you

can do it'.

42


43/48

Interpersonal Communication

Interpersonal communication is exchange of information

between two or more people.

Related skills are learned and can be improved.

During interpersonal communication there is message

sending and message receiving.

This can be conducted using both direct and indirect

methods.

Successful interpersonal communication is when the

message senders and the message receivers understand

the message. 43


44/48

It helps us in understanding that how and why peoplebehave to each other in different ways so constructs and

negotiate a social reality.

Interpersonal communication comes from the differentkind of backgrounds.

The people talk in different ways because of their

culture, their gender and how they learned to perceivethe world.

Through engaging with each other, interpersonalcommunication skills help to get knowledge about otherindividual.

Every culture is different in number of ways as well as inverbal or non-verbal languages and consequently culturaldiversity can strain the organizational communication.

44


45/48

Organisational Communication

Takes place within the organisation

Takes place at different hierarchical levels

Inter-operational, External-operational, Personal

Is of three kinds:

Inter-operational all communication that occurs in the process of

operations within an organization

External-operational work related communication that an

organisation has with outside the organisation

Personal all communication other than that for business purposes

45


46/48

Mass Communication

Mass communication technically refers to the process of

transferring or transmitting a message to a large group of

people.

typically, this requires the use of some form of media such as

newspapers, television, or the Internet. The audience is anonymous.

Approach is impersonal.

46


47/48

Between human beings & non-human entitiesExtrapersonal

Takes place within an individual

Without this one cannot move to further levelsIntrapersonal

Sharing of information among people Roles of sender and receive keep alternatingInterpersonal

Takes place at different hierarchical levels

Inter-operational, external-operational, personalOrganisational

Meant for larger audiences; requires a medium to transmit

Audience is heterogeneous and anonymous; approach isimpersonal

Mass47


48/48

48

Business+Communication+Concepts+ +Theories

Documents

Transcript of Business+Communication+Concepts+ +Theories