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BUSINESS COMMUNICATION
GATEWAYS TO
COMMUNICATION
Ten commandments of com
Commandments
1. Objective for communicating
2. Clarity in the use of language
3. Amount of Communication –
neither too much nor too less.
4. Adequate medium.
5. Appropriate physical conditions.
6. Listen attentively.
7. Avoid unintentional
communication.
8. Corroborate actions with
statements.
9. Communication is a two way
process.
10. Hone communication skills
Facilitating Attributes
May be to inform, persuade, motivate
or something else.
One with the receiver – greater
comprehension.
Effective grasp of the message.
Verbal- oral, written or non verbal.
Minimize “Physical” and
“Psychological” noise.
Active and empathetic listening.
Neither too much nor too little.
Synchronies actions with statements.
Soliciting feedback.
Training.
further.
The Ten Commandments
• Objective for communicating: The objective to
be clear in the mind of sender-informpersuade-motivate-goal clear at
inception/eliminating miscommunication
• Miscommunication takes place when message
received is not the same as the message sent
Causes for miscommunication:• Organizational Structure-All organizations
have their own communication
techniques/each nurtures its own
communication climate
• -In large organization where flow of
information is downward-feedback not
guaranteed/
• Organization with flat structure usually have
intricately knitted communication network
• Tall organizations –too many vertical
communication links-distorted message –various
organizational levels/transfer links
• Irrespective of size organization have
communication policies-describes the protocol to
be followed
• -structure & complexity of protocol causes
barriers
• To overcome structural barriers, opportunities
should exist for communicating
upward/downward/horizontally using
technique like• Employee surveys/open door
policies/newsletters/memos/task groups
• Attempts should be made to reduce
hierarchical levels/increase co –
ordination/two way communication
• Difference in Status-when people belonging to
different hierarchical positions communicate
with each other-possibility of
miscommunication. Why?
• Limiting oneself to a particular dept/task
narrow one’s point of view so that it differs
from the attitudes/values /expectations of
people belonging to other dept/task
• How do we overcome it?
-by keeping the managers/lower level
employees well informed
-employees encouraged to keep their managers
informed by being fair minded/respectful of
their opinions
-brave to convey information that the boss
might not like
• Lack of trust-can threaten the organizations
stability/you may be clear in communication
but people should trust you
• How do we overcome?
-by being visible and accessible
-Hiding or insulating behind assistants
/secretaries will not help
-Share key information with
colleagues/employees/
-communicate honestly /include employees in
decision making
-Creating an open communication environment
in the organization
-helping employees in times of distress
-assuring them of your suggestion or co operation
• Closed Communication Climate:-An
organization’s communication climate is
influenced by its management style
-A directive authoritarian style blocks free and
open exchange of information
• How do we overcome barriers relating to
organizational environment?
-spend more time listening than issuing orders
-Make sure you respond constructively to
employees
-encourage employees and colleagues to offer
suggestions
-help set goals /participate in solving problems
/help making decisions
-To see that employees are willing to
communicate their problems and perspectives
to you openly
• Incorrect choice of medium:- Choosing an
inappropriate communication medium can
distort the message
• Choice and Quality of medium of comm
Nature of
message
Type of media Cues
Nature of
feedback
Media Quality
Personal (oral)
Face to Face
Verbal & Non
Verbal
Immediate
Richest
Personal (Oral)
Telephone/
computers
Verbal & Vocal
Close to
immediate
Rich
Personal &
impersonal
(written)/addresse
d documents
Letters memos
reports
Verbal & Visual
Delayed/No
Leaner
Impersonal/unadd
ressed
Circulars/Fliers
Verbal & Visual
Almost Nil
Leanest
• How to overcome the barriers arising due to
inappropriate choice of media
-Choosing the richest media for non routine
complex messages
-Using rich media to extend and to humanize
your presence to promote the employees
commitment to organizational goals
-Using leaner media to communicate simple
routine messages
• Information overload:-At times people
overload their messages with too much
information
-too much information is as bad as too little
because it reduces the audience’s ability to
concentrate on the most important message
-as a sender be focused/include only pertinent
information/as receiver deal with the
information/don’t get trapped
• Message complexity:- dry and
difficult/difficulty in understanding(example
trying to write guidelines for checking credit
references/an explanation of why profits have
dropped by 10% in the last six months
-To keep it clear and easy to understand/asking
feedback
• Message competition: This happens at Interpersonal level and intra –personal level
-Interruptions- Phone rings/people intrude
while sending message
-Avoid communicating to a receiver who does
not have time to pay attention
• What should we do?
• Unethical Communication: Relationship within
& outside the organization depend on
-trust & fairness
-this does not mean that organizations should
not be tactful
-it is possible for organizations to avoid illegal or
unethical messages and still be credible in the
long run/due to unethical conduct barriers
arise-colleague takes credit /hyped product
- to overcome/truthful/not deceptive
• Physical distraction- Recall the time you
delivered a talk to a large audience seated in a
hall poorly lit and inadequately seated.
• To decrease the possibility of
miscommunication
(1) Consider seriously the recipients of your
message
(2) Think about how to send the message/verbal or
written
(3) Follow up your verbal message with a written
statement/in a meeting if you made an important
planned statement/distribute a copy of the
message
(4) Decide who can communicate with whom
-if centralized it will be bureaucratic/control
oriented & time consuming/if every one speaks
messages not uniform/risk factor is there
Gateway of Communication
• MASTERING COMMUNICATION SKILLS
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Mastering Communication skills involves answering the following pertinent
questions:
What to communicate
What is the objective of Communication
How to communicate
Whom to address the Communication.
When to communicate
How often to communicate
How to get feedback
How to evaluate Communication
Gateway of Communication
• GATEWAYS OF COMMUNICATION IN AN
ORGANISATION
•
In order to make business Communication effective in practice, an open
door Communication policy should be prepared and followed by managers
at all levels. The superiors in the organization must create an atmosphere of
confidence and trust in the organization so that the credibility gap may be
narrowed down. Major efforts in this direction are:
1. Two-way Communication
2. Strengthening Communication network
3. Promoting participative approach
4. Appropriate language
5. Credibility in Communication
6. Good listening
7. Selecting an effective Communication channel
8. Listening with understanding
9. Timing of Communication
10. Sincerity
11. Freshness
Gateway of Communication
•
ESSENTIAL ATTRIBUTES FOR COMMUNICATION
1.
2.
3.
4.
5.
6.
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8.
9.
10.
11.
12.
13.
14.
Clarity of purpose
Understand the process of Communication
Be clear about your target audience
Be well informed
Plan your Communication
Be positive in approach
Avoid extreme feelings
Be sincere
Be consistent
Appreciate the time factor
Use proper modes and channels
Be cost conscious
Obtain feedback
Avoid Communication overload:
Effectiveness in managerial
communication
• There are certain characteristics in Managerial
communication
• (1) Appropriate communication Style:
-Every organization has its own culture/which is
a reflection of its
values/traditions/habits/customs
-some companies curb upward flow
communication –why?
Effectiveness in managerial
communication
-consider it time consuming/unproductive
-whereas other companies foster candor &
honesty/people feel free to confess their
mistakes/disagree with heir boss/express their
opinion
• There are several factors that influence an
organization’s communication climate
-nature of industry/compy;s physical
setup/history of the compy
Effectiveness in managerial
communication
• Most important factors is the management
style of the top management
-some managers regard workers as
lazy/irresponsible motivated by the fear of
losing job- --adopt directive style
-Supportive style where managers assume
people like to work
-Participative style-encourage workers to work
together/decision making/empowers
Effectiveness in managerial
communication
• The trend today is towards any style that
encourages open communication
• -managers listen than issue orders
• -workers offer suggestions/help in setting
goals/problem solving
• Managers stay in touch with employees to be
understood and understand
How?
Effectiveness in managerial
communication
(2)Audience Centered approach:-consider the
audience ‘s feeling/needs maintaining ethical
standards
(3) Understanding of intercultural communication:with advancement in science & technology
businesses are crossing national
boundaries/creating international ties/through
global
partnership/cooperatives/affiliation/global&
domestic workforce changing/laws
/customs/business practices/multicultural
environment/understand cultural diff
Effectiveness in managerial
communication
• (4)Commitment to ethical communication:The term business ethics refers to –principles
of code of conduct which govern a person or
group in any business enterprise
-ethical people are trustworthy/fair/impartial
-unethical people/selfish/unscrupulous
-Hewitt-Packard making sure employee is
familiar /compy’s standards for business
conduct/GE etc have interactive software to
answer their questions on ethics/e- training
Effectiveness in managerial
communication
• Ethics plays a crucial role in communication
-avoid language which
manipulates/discriminates/exaggerates
-Honest with employees/o personal gains
- what is ethical can be complex
-Managers should ensure code of conduct
Effectiveness in managerial
communication
(5)Proficiency in communication technology:quantum & speed of information
• Managers to understand the ever changing
technology/adapt/motivate subordinates
• Accessible to fax/car phones/cellular
phones/electronic mail/voice mail/satellite
communication(satellite television-Ford)
-trace shipment/customers/clients/vendors
• 30% new technologies fail if not used
Effectiveness in Managerial
communication
(6)Control over the flow of communication:-Managers to ensure communication flows efficiently
across & outside
-If we see the logistics of transmitting messages
communicated/does flow efficiently why?
-Information load
-Lack of efficiency in preparing messages
-Lack of adequate training
(7)Control the number of messages/40 routine reports
answered 2(CEO)face to face /standarized /standard
formats for memos