Introduction to Business Communication

Module 1

Overview• Meaning of Communication

– Definition of Business Communication• Objectives of Communication• Process of Communication

– Elements of Communication• Types of Communication

– Methods of Communication– Channels of Communication– Dimensions of Communication

• Barriers to Communication– Overcoming Barriers to Communication

Meaning

• ‘Communis’ - Latin word - common

• Common understanding between 2 or more individuals (biz environment – biz comm.)

• Process – message / information transferred from sender to receiver– Internal Communication– External Communication

Types of Communication

Definition

• Exchange of facts, ideas, opinions or emotions by two or more persons – Norman & Summer

• Process of passing information and understanding from one person to another

• Meaningful interaction among human beings

Objectives

Process of Communication

Factors affecting encoding / decoding process

TYPES OF COMMUNICATION

Methods of Communication

ParalanguageThe way in which you say words; volume, pitch, speaking rate, voice quality

VolumeHow loudly or softly you are speaking

When might you speak loudly?

Softly?

PaceHow fast or slow you are speaking

When might you speak fast?

slow?

Pitch

How high or low the sounds of your voice areWhen do you speak with a high pitch?Low?

Chart of Feelings.

Feeling Volume Pace Pitch

Anger Loud Fast High

Joy Loud Fast High

Sadness Soft Slow Low

Voice QualityWhat makes people able to recognize you by your voice alone

Ex: on the phoneWho has a distinct voice? Arnold Schwarzenegger? Mr. H? Bush?

StressVolume & pitch; the amount of emphasis you place on different words in a sentence.

Stress Examples: How does meaning change in the following sentence by stressing different words?

I like him very much.Meaning: You like him, not the other person.

I like him very much. Meaning: It is that guy you like, not someone else.

I like him very much. Meaning: You have very strong feelings.

More Examples: How does meaning change in the following sentence by stressing different words?

She’s giving this money to me.Meaning: SHE is the one giving the money, nobody else.

She’s giving this money to me.Meaning: She is GIVING, not lending.

She’s giving this money to me.Meaning: MONEY is being exchanged, not anything else.

She’s giving this money to me.Meaning: I am getting the money, nobody else.

10 Volunteers are needed to number off and remember their number.

There will be a series of sentences. The odd numbers will say the sentences

as a praise. The even numbers will say the sentences

as a criticism.Praise (odd #s) vs. Critisism (even #s)

ProxemicsThe study of spatial

communication

Four Distances depending on the type of encounter and the nature of the relationship

Relationship Distance Typical Situation

Intimate Distance: 0-18 inches

Situations: Giving comfort or aid, whispering, conversing w/ close friends and family

We are easily stimulated in this distance, but often easily uncomfortable.

EX: personal space. Who do we let in it?

Personal Distance: 18 inches-4 feet

Situations: Talking w/ friends or business associates, instructing in a sport, other students in class

We’re mostly in this distance.

If you decrease to intimate in this distance people feel uncomfortable, but if you increase your distance people feel rejected.

Social Distance: 4 ft - 12 ft

Situations: Discussing impersonal or business matters w/ someone in authority, taking part in a small group discussion

Public Distance: 12 ft - 25 ft

Situations: Public speaking, teaching a class, leading a pep rally, fans in the stands at a game, people waiting in a lobby

Mostly with strangers we do not want to interact with

Conclusions

Based on the four types of distances and their examples, what can you conclude about the correlation between the distance people have with you and what that might mean?The closer the more they like you; the farther away the less personal.

Haptics

The study of touch communication

5 reasons we touch

1. Positive emotions

Support, appreciation, inclusion, sexual interest, and affection

Communicates composure, affection, trust

2. Playfulness

Tells the other person not to take them seriously

3. Control

Touch controls another person’s behaviors, attitudes, feelings

EX: “move over,” “hurry,” “stay there”

4. Ritualistic

Greetings and departures

Ex: shaking hands, hug, or put arm on shoulder

5. Task-related

Touch for a task

Ex: Checking fore-head for a fever

Customers gave larger tips when lightly touched by waitress (Marsh 1988)

Identify Nonverbal Cues…

Essentials of Effective Communication (7C)

• Clarity• Completeness• Conciseness• Concreteness• Correctness• Courteousness• Candidness

Verbal communication.

Two types of verbal communication. (1) formal communication.

(2) informal communication.

Formal communication

We use this type of communication in offices and social gathering.

Two types of formal communication. (1) Downward (2) Upward

(1) Downward communication Higher designation

to lower designation.

Ex. Boss ordered his worker.

Here effect of this type of communication is very much than upward communication.

(2) Upward communication. Lower designation

to higher designation.

Ex. Worker request to his boss.

Here the effect of communication is less than downward communication.

Informal communication.

We use this type of communication with our family or friends.

Three types of informal communication.

(1) lateral (2) diagonal (3) grapevine

Lateral communication.

Found among members working at the same level.

Ex. Peer group. Most effective form of

communication. Barrier of subordinates or boss is not

present here.

Diagonal communication.

The path is mixture of vertical and horizontal movement.

In large communications various departments need communication support from each other.

Grapevine communication.

Also called as “backbiting” or “backstabbing”.

A backstabber is a colleague or an employee who acts like a friend in public but badmouth you in private.

BARRIERS TO COMMUNICATIONS

COMMUNICATION

CHANNEL

SETTING

BARRIERS TO COMMUNICATION

Barriers

Sender Receiver

BARRIERS TO COMMUNICATIONS1. Physical Barriers2. Language Barriers3. Cross Cultural Barriers4. Personal-Psychological Barriers5. Socio-Psychological Barriers6. Status Barriers7. Organization Barriers

1. PHYSICAL BARRIERS

Noise

Time and Distance Age

Defects in medium / channels

2. LANGUAGE BARRIERS

Different Languages Difference in Accent / Pronunciations Jargons Semantic Barriers

Word having different meanings Bypassed instructions Denotations and Connotations Poor Vocabulary Grammar and Punctuations

3. CROSS CULTURAL BARRIERS

When the sender and receiver of a communication come from different cultural backgrounds a cultural barrier is erected and messages are misunderstood. By cultural we mean the behavioural characteristics typical of a group of people. Cross cultural barriers are erected by different national and religious backgrounds, different value system, differences in language and literature and even different perceptions of time.

4. PSYCHOLOGICAL BARRIERS MISUNDERSTANDINGS: Some times problems

crop up when send a message on one ‘channel’ and it is received on another. When people communicate, they communicate parts, feelings, opinions or barriers. Example :

a) Indians are the most tolerant people in the world (opinion).

b) 48% of Indian population is illiterate

THE EFFECT OF EMOTIONS: While considering the

language barrier we have referred to the effect of ‘Emotional loaded’ word like ‘profit’ and ‘bonus’. We must now mention how joy, sorrow, worry, etc. act as a barrier to communication. when we are happy, contented and secure we ignore rumors or stories about the bad intentions of the management.

5. SOCIO-PSYCHOLOGICAL BARRIERS RESISTANCE TO CHANGE

The adult human mind usually resists change. When a message is received containing a new idea, the person receiving the message unconsciously becomes inattentive. Mr. Haiman expresses the psychological aspect of this communication problem very aptly.

UNCLARIFIED ASSUMPTION Making assumption is a

common practice with most of us. Whenever we make statements like it for granted that this is an unchanging fact and exists like a stone or a rock. Often we find that the assumption made by the sender of the person who receives the message.

6.STATUS BARRIERS

Hierarchy—

Managers believe that all clerks are lazy.

News letter is perceived as propaganda sheet.

Important feedback given by sub ordinates is not paid attention by superiors.

7. ORGANIZATIONAL BARRIERS Hierarchical Barriers

Specialization of Workforce

Wrong choice of Medium

Information load

Organization Policy

HELLO……..

IMPLICATIONS OF COMMUNICATION BARRIERS

• Loss of Trustworthiness• Financial Impact• Delay in completion of tasks• Can lead to unrealistic

assumptions• Discomfort in relationships• Can damage public image

Classification

Sender Receiver Situation Related Barriers

Total Impact= 0.07Verbal + 0.38 Vocal + 0.55 facial

HOW TO OVERCOME THE BARRIERS Proper Encoding & Decoding of

message Understanding of situation Selection of Medium Maintenance of Instruments Feedback Open Mind & Positive attitude Develop Good Listening Skills Eliminate fear

CHANNELS  For effective

communication multiple channels should be used as it increases the chances of clarity of message. The message is reinforced by using different channels and there are less chances of deformation of message.

E.g. Telephone is better than memos. Email is better than telephone. IM is better than E-mail. Radio is better than TV.

CONCLUSION

The key to the communication process is to have understanding on the part of the receiver.

There are many barriers to good communications that must be overcome for communications to be successful.

Learn to be an active listener as part of successful communications.

CONCLUSION

Communicating to be understood and being a good listener are crucial.

Another important aspect of communication is to think about what you are saying before you say it.

Today’s communications set the tone for tomorrow’s relationships.