Business Communication
What is Communication?
• Latin word “Communis” Common• It is an exchange of facts, ideas,
opinions to create mutual understanding
• Communication is the giving and receiving of feedback between individuals and/or groups for the purpose of exchanging information.
Nature of Communication
1. At least 2 people
2. Mutual understanding
3. Continuous process
4. Two-way process
5. Pervasive function
Process of Communication
5
The Communication Process Model
Effective feedback is the core component in all communication.
Effective Feedback will:
• Reinforce or enhance good performance or behavior
• Change undesirable performance or behavior
• Make a tremendous difference in the performance of an individual or team
Significance
1. Basis of decision making2. Sound planning3. Effective Implementation of
plans4. Better controlling5. Coordination6. Facilitates change7. Employee participation8. Human relations
Channels of Communication
Types – Formal Communication
Downward Upward Diagonal
From higher to lower From lower to higher Lateral levels
Flow is downward(vertical)
Flow is upward (vertical)
Horizontal
Directive in nature Non- Directive Informational
To get plans implemented
To provide feedback on results
To exchange information & understanding
Travels fast Travels slowly Travels moderately
Orders, instructions, lectures, manuals, memos, circulars, budgets, handbooks, etc.
Request, suggestions, grievances, complaints, proposals, reports
Inter-department memos, Inter-personal dialogues, Telephonic conversation.
Informal Communication
• Technically known as GrapevineIt takes place in informal and inter-personal contacts among employees
Features-1. From social interactions2. Natural activity- desire of people to talk to
each other3. Generally operates in clusters4. Operates at fast speed-functions through word
of mouth5. People are active when their own interests are
involved.
Formal vs. Informal Communication
Formal InformalOfficial channel Unofficial channel
Planned and systematic Unplanned and spontaneous
Part of orgn structure, based on formal relationships
Cuts across formal relationships
Goal and task oriented Individual goal and need oriented
Impersonal Personal and social
Stable and rigid Flexible and instable
Slow and structured Fast and unstructured
Authentic-few chance of distortion
Non authentic- high chances of distortion
Rumour
• It is grapevine information communicated without the presence of authentic standards of evidence, is generally incorrect.
• May arise out of employees anxiety and insecuirity
• Major outbreak can be dangerous• The best approach is to identify and
remove its cause rather than try to kill it after it has begun.
Grapevine
Merits Demerits
Useful for developing group cohesiveness
Based on rumours and hearsay
Serves as an emotional safety value
Misleads people
Effective source of knowing feelings and attitudes of
employees
May breed animosity against particular executives
Supplements the channels of official communication
May lead to more talk and less work
Tells mgt when to be firm amd when to yield
May distort official channels of communication
Barriers to Communication
1. Organizational Barriers
2. Status Barriers
3. Semantic Barriers
4. Inattention Barrier
5. Perceptual Barriers
6. Information Overload
7. Premature evaluation
8. Channel Distortions
Principles of Communication
1. Clarity
2. Completeness
3. Brevity – Brief
4. Timeliness
5. Compassion
6. Consistency
7. Feedback
8. Attention
9. Strategic use of grapevine
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