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10EN203 ADVANCED ENGLISH Unit I Introduction to communication Basics of communication Types of communication Barriers to communication Oral communication Written communication Error Analysis INTRODUCTION TO COMMUNICATION –What is “communication”? The activity or process of expressing ideas and feelings or of giving people information –What is “to communicate”? To exchange information, news, ideas etc. with somebody Origin of Communication Noun -Communication • Latin – Communicationem • French- Communication -meant imparting or conveying or exchange of ideas, knowledge etc. Verb- Communicate • Latin – Communicare • French- Communis meant to give to another as a partaker; to impart, to confer, to transmit, to inform. Importance of Communication Communication is indispensable today. Human activity and transaction [personal & professional] become possible through communication Life- blood of business Factors that made communication (CMN). significant 1. Advancement of science & technology 2. Quick transport and lessening of distance 3. Globalization of business 4. Professionalism in management of business 5. Information revolution 6. Multiplication of systems of CMN. 7. Democratization of organization 8. Advancement in social sciences 9. Revolution in visual CMN Business Communication What is Business communication? Business communication is any form of communication, verbal or nonverbal, that is used to relay a message, promote a product or service or share information. Communication technologies / systems used in Business Communication Management Information System – MIS collects & shares data about sales, production, inventory, costs, personnel, etc. Periodic Reports-PR Information given to Managers about dept. activities. Personal Activity Report- PAR Decisions made during Strategic Information System [SIS] Monitors internal business plans that are made To coordinate different activities of business; To distribute resources To motivate employers Decision Support System (DSS) Comprises all decisions conveyed through PAR Effective communication Organisational functioning is facilitated by Quicker problem solving Stronger decision- making Steadier work flow Enhanced professional image of the organisation Business is promoted with Sales, purchase & use of materials Strong business contacts Improved response of business owners;partners Increased output/productivity Process of communication • Process is a series of things done to achieve something • Factors that constitute the process of CMN: The sender The message The channel/medium Receiver Feedback Step 1 Sender (idea) Step 2-Encoding (message) • Step 5- Feedback(decision making) Step3 Transmission (channel/medium) Step4 –Decoding (Recipient) The process of communication • Sender encodes the message ie. formulates the message according to the maxim of quanity; [ encoding] • Message- written or spoken- must be clear; faultless – Eg. Fetch me the bulkiest book from the top shelf in my study [room]. • Choice of the medium written or spoken; verbal or non-verbal; phone or mail depends upon the context and needs. Decoding The receiver recognizes the symbols and understands the message clearly. This process requires competencies – knowledge of words; ability to handle the channel and successfully overcoming the barriers. Feedback the receiver’s response is the feedback. Types of communication • Communication in an Organisation • An Organisation is a body of persons working for a well defined goals.. To achieve the goal the members of the organization must be in constant touch with one another Internal communication-formal External communicationformal • Downward CMN. • Upward CMN • Horizontal CMN • Grapewine-/informal • Consensus • • VERTICAL Downward HORIZONTAL upward GRAPEWINE CONSENSUS • Vertical flow: The communication is both Upward and Down Ward Downward cmn • Top management communicates with the employees: • Sends continuously information to the employees • Devises ways to elicit information from them Media for Downward CMN Oral &written communication Directives to initiate action through letters Policies and procedures through circulars, manuals, bulletins Activities and achievement through Annual report Miscellaneous information through posters Oral instructions to convene a meeting Direct address through Public Address system Films &slides Limitations of downward Cmn. Under communication and overcommunication In case of long line communication, there may be Delay Loss of information Distortion Resentment by subordinate staff Distortion • To make Downward CMN effective • Managers should be adequately informed • Managers should be clear about how much to communicate • Some authority should be delegated to lower levels to shorten the line of CMN. • Information should be passed on to the correct person. UPWARD CMN Upward CMN moves from the subordinate staff to the superiors – Its importance • Provides feedback to the superiors • Releases the pent-up emotions of the subordinate staff • Provides the superiors with useful suggestions • Makes the introduction of new schemes easier • Promotes harmony Methods of upward Cmn. Open-door policy Complaints &suggestion boxes Social gatherings Direct correspondence Reports Counselling Limitations of upward Cmn Employees are reluctant to express themselves Employees fear that their criticism may be interpreted as a sign of their personal weakness Great possibility of distortion Bypassed superiors feel insulted Effectiveness of upward Cmn. • Superiors should take initiative to get close to the subordinate staff • Keeping the line of communication short • Prompt redressal of legitimate grievances Horizontal Cmn. • • • • Cmn. Between people at the same level Frequently used Cmn. Exchange information Discuss organisational problem during coffee break • Production • Purchase sales • Accounts • public relations Administration Importance of Cmn. – Promotes understanding and coordination Methods of Cmn Face to face discussion Telephonic talk Periodical meetings Memos The Functions of Communication Internal Functions to generate and disseminate information to direct and instruct employee to maintain and improve morale sense to cultivate a sense of belonging to the organization External Function • to sell and obtain goods and services • to liaise with other organization • to create a good will For proper function of communication the following questions should be asked What information is to be conveyed ? Who requires it? What should be its form? What techniques of dissemination should be used? What technological aids should be used? i Information of immediate concern ii Working environment related information working procedure skills required for a job methods of training available for self and organizational developments rules for safety facilities Details about cubs, societies, union cafeteria etc iii Information about personal benefits pay, allowances, health insurance, leave facilities, holidays ets iv Information to be provided to the employees Information about organisation as a whole work of other departments/ sections relationship of one dept. with another ultimate objective etc.