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WHAT IS BUSINESS
Firm | Enterprise | Organisation |
Cooperative | Services | Customers|
Profit | Professional
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A person, partnership, or corporation
engaged in commerce, manufacturing, or a
service; profit-seeking enterprise or concern.
An organisation designed to provide goods
and/or services to consumers.
The management of individuals to maintain
collective productivity to accomplish
particular creative and productive goals
(usually to generate profit)
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Businesses are classified in many ways. One
of the most common focuses on the primary
profit-generating activities of a business:
1.
2.
3.
4.
5.
6.
7.
8.
Agriculture and mining businesses
Financial businesses
Manufacturers produce products
Real estate businesses
Retailers and Distributors
Service Businesses
Transportation businesses
Utilities
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The study of the efficient and effective
operation of a business is called
management.
Management, among others focus on
organisational behavior to achieve individual
and group dynamics in an organizational
setting.
It is through this context that communication
plays a significant role in shaping the way
people communicate in business setting.
WHAT IS COMMUNICATION
Transfer information | Process |
Sender | Receiver | Meaning |
Understanding | Message
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Transfer of information from one source to
another
Two-way process
A process whereby information is encoded
and imparted by sender to a receiver via a
channel/medium
A process by which we assign and convey
meaning in an attempt to create shared
understanding
“Communication is a process to
create, maintain or demolish
meaningful contact between
sources and receivers through
speaking, writing or signaling”
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The following principles apply:
1. Communication is a process
2. Communication involves meaning
3. Communication may be positive, negative or
neutral
4. Communication may involve one or more
channels
1.
2.
3.
4.
5.
6.
7.
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Source
Encoding
Message
Channel
Decoding
Receiver
Feedback
Noise
Sources
1.
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Any process of communication must begin with a
source  the initiator (a speaker / writer)
For communication to occur, someone must
originate the message i.e. the source
All message by the source will go through a
process of encoding
Encode
2.
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‘Raw’ entity, in the form of idea
Translation process of the intended message
Communication process cannot occur until the
source translate what is within to an external
message.
Message
3.
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An information which is sent from a source to a
receiver.
Any thought or idea expressed and prepared in a
form suitable for transmission by any means of
communication.
Continued…
2 types of message:
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a)
Verbal
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A verbal message is an exchange of information using
words. Examples include face-to-face communication,
telephone calls, voicemails, etc.
b) Nonverbal
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A nonverbal message is communicated through actions
or behaviors rather than words. Examples include the
use of body language and the actions made by an
individual or idea.
Channels
4.
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Medium through the message is sent.
Electronic channels: telephones, television, radio,
e-mail, etc.
Written channels: letters, memos, magazines,
reports, manuals, books, etc.
Oral channels: conversation, discussion, facial
expression, tone of voice, etc.
Decode
5.
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At the receiver’s end.
Converting the idea into words or gestures that
will convey meaning.
Receiver
6.
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The recipient of the message.
Receivers may be the readers of the letters,
memos, or listener of oral communication during
the meeting.
Feedback
7.
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Response from the other party to the message
sent by the speaker.
5 characteristics of feedback:
a)
b)
c)
d)
e)
Type : verbal / nonverbal
Time: immediate / delayed
Channel: oral / written
Direction: positive / negative / neutral
Quality: clear / ambiguous
Noise
8.
Anything that disrupts communications process.
3 types of noise:
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Physical – loud music, people talking loudly, etc.
Psychological - preconceived notions we bring to
conversations, such as racial stereotypes,
reputations, biases, and assumptions.
Semantic - cause by the sender. i.e, the encoder and
occur by speaking grammar that the decoder cannot
understand and by speaking technical language
COMMUNICATING IN ORGANISATIONS
Business communicators create and exchange knowledge that are critical to
fostering innovation. This act of exchanging information is executed by
communicating internally and externally.
Definition of Business Communication
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90% of all business transactions involve written
communication.
Most managers and executives in today’s business
setting now write their own email, memos and
letters on their computer as it is faster and more
efficient.
As such, the requisition and skill in business
communication has become the essential for all to
acquire.
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In the challenging world of business, a
company must always remain competitive.
To keep it in line with others, the ability to
create and exchange innovative knowledge
is crucial.
The act of exchanging information is
mediated through communication – by
means of internal or external
Internal
Staff
Top Mgt
BOD
Communication
To inform
To persuade
To promote
goodwill
External
Public
Customer
Media
The bottom line is to identify the comm. needs
according to different audiences and in
different contexts with the aim at building
awareness to the audiences
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The sender has primary responsibility for
communication process:
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2.
3.
4.
Receiver understanding
Receiver response
Favourable relationship
Organisational goodwill
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Internal Communication Pattern
◦ Organisational communication flows in all directions.
◦ Network may be planned or unplanned.
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Formal Communication
◦ Business related.
◦ Planned.
◦ Flows in all directions.
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Informal Communication
◦ Is not planned by the organisation
◦ Flows in all directions.
◦ Develops and maintains positive human relationships
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Serial Communication
◦ Chain transmission of information.
◦ Messages are usually changed ~ as they are sent
from one member of the chain to another.
◦ Each sender may omit, modify, or add details to the
messages.
◦ Four techniques to assist in maintaining the
accuracy of the message:
SENDERS SHOULD:
RECEIVERS SHOULD:
Keep the message simple Take notes
Request Feedback
Repeat the message
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External Communication Patterns
◦ Organisations communicate with many external
publics.
◦ External communication can be formal or informal.
◦ E.g. customers, suppliers, competitors, the media,
governmental agencies, and general public.
◦ May be oral or written.
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Business Communication is goal oriented.
The rules, regulations and policies of a
company have to be communicated to people
within and outside the organization.
Business Communication is regulated by
certain rules and norms. In early times,
business communication was limited to
paper-work, telephone calls etc. But now with
advent of technology, we have cell phones,
video conferencing, emails, satellite
communication to support business
communication. Effective business
communication helps in building goodwill of
an organization.
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Oral Communication - An oral
communication can be formal or informal.
Generally business communication is a formal
means of communication, like : meetings,
interviews, group discussion, speeches etc.
An example of Informal business
communication would be - Grapevine.
Written Communication - Written means of
business communication includes - agenda,
reports, manuals etc.
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Oral communication implies communication
through mouth.
It includes individuals conversing with each other,
be it direct conversation or telephonic
conversation. Speeches, presentations, discussions
are all forms of oral communication.
Oral communication is generally recommended
when the communication matter is of temporary
kind or where a direct interaction is required. Face
to face communication (meetings, lectures,
conferences, interviews, etc.) is significant so as to
build a rapport and trust.
 There
is high level of understanding
and transparency in oral
communication as it is interpersonal.
 There
is no element of rigidity in oral
communication. There is flexibility for
allowing changes in the decisions
previously taken.
The feedback is spontaneous in case of
oral communication. Thus, decisions can
be made quickly without any delay.
 Oral communication is not only time
saving, but it also saves upon money and
efforts.
 Oral communication is best in case of
problem resolution. The conflicts, disputes
and many issues/differences can be put to
an end by talking them over
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 Oral
communication is an essential for
teamwork and group energy.
 Oral communication promotes a
receptive and encouraging morale
among organizational employees.
 Oral communication can be best used
to transfer private and confidential
information/matter.
1)
2)
Relying only on oral communication
may not be sufficient as business
communication is formal and very
organized.
Oral communication is less authentic
than written communication as they
are informal and not as organized as
written communication.
3.
4.
Oral communication is timesaving as far as daily interactions
are concerned, but in case of
meetings, long speeches
consume lot of time and are
unproductive at times.
Oral communications are not
easy to maintain and thus they
are unsteady.
5. There may be misunderstandings as the
information is not complete and may lack
essentials.
6. It requires attentiveness and great
receptivity on part of the
receivers/audience.
7. Oral communication (such as speeches) is
not frequently used as legal records except
in investigation work.
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Written communication has great significance
in today’s business world.
It is an innovative activity of the mind.
Effective written communication is essential
for preparing worthy promotional materials
for business development.
Speech came before writing. But writing is
more unique and formal than speech.
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Effective writing involves careful choice of
words, their organization in correct order
in sentences formation as well as cohesive
composition of sentences.
Writing is more valid and reliable than
speech. But while speech is spontaneous,
writing causes delay and takes time as
feedback is not immediate.
1. Written communication helps in
laying down apparent principles,
policies and rules for running of
an organization.
2. It is a permanent means of
communication. Thus, it is useful
where record maintenance is
required.
3. It assists in proper delegation of
responsibilities. While in case of oral
communication, it is impossible to fix
and delegate responsibilities on the
grounds of speech as it can be taken
back by the speaker or he may refuse
to acknowledge.
4. Written communication is more
precise and explicit.
5.Effective written communication
develops and enhances an
organization’s image.
6. It provides ready records and
references. Legal defenses can
depend upon written communication
as it provides valid records
1)
2)
3)
Written communication does not save upon the
costs. It costs huge in terms of stationery and the
manpower employed in writing/typing and
delivering letters.
Also, if the receivers of the written message are
separated by distance and if they need to clear
their doubts, the response is not spontaneous.
Written communication is time-consuming as the
feedback is not immediate. The encoding and
sending of message takes time.
4) Effective written communication requires
great skills and competencies in language
and vocabulary use. Poor writing skills
and quality have a negative impact on
organization’s reputation.
5) Too much paper work and e-mails
burden is involved.
1. Convey Messages
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communication allows a process to take
place. The sender sends a message through
a medium. The receiver receives it,
processes it and then gives a feedback
which completes the communication
process.
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Without this process, no two people could
ever communicate effectively. There would
be no information dispatched and hence no
work done
2. Clarity of Ideas
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When one communicates with another in a
business scenario, it is important to understand
that the message has to be conveyed in such a way
that there is complete clarity in what is being said.
The message should be so clear that all doubts and
vague and unclear thoughts will be dispelled.
The communication process also allows for the
person who has received the message to give a
feedback and therefore the communication format
achieves a 360 degree solution.
3. Get Work Done
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It is only through the adaption of the varied
communication processes like speech, body
language, gestures and other feedback
mediums that any work can be expected to
get done.
An instruction, for example, that is given by
a boss to his subordinate needs to be carried
through till the final stage of execution. If the
process of communication and feedback is
missing, an end result is never possible.
4. Avoid Misunderstandings
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When two people work together, there is bound to
be miscommunication at times, which can lead to
misunderstandings and other problems in the
workplace. Which naturally affects the work
adversely and the business suffers.
Communication offers a platform whereby all the
misunderstandings can get cleared and one can
hope for solutions. This is crucial if there has to be
a success made of the plan.
5. Increase Productivity and Efficiency
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When there is a proper communication
process taking place then the productivity
and efficiency of the employees increases.
This is because the right information is
dispelled and the correct action executed.
Therefore there is no, or very less scope for
mistakes to happen.
6. Employee Job Satisfaction
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When there is scope for open communication
at the work place.
There is a clear path provided, whereby the
seniors and subordinates can talk and solve
workplace conflicts amongst themselves.