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What is Communication
► Exchanging or transferring information from one
part of the business to another that leads to some
outcome, changed behaviour or changed processes
and practices.
► An idea, no matter how great, is useless until it is
transmitted and understood by others.
► Communication can also be termed as the exchange
of thoughts between two or more people, groups or
organizations, verbally, through symbols, or in
writing.Conti…
What is CommunicationWhat is Communication► Communication is the Nucleus of the organization.
► The meanings of words are not in the words; they are in us. Communication is a means, not an end.
► Communication has no life of its own. There is no meaning in a message except what you put into it.
► Most people think at a rate of 400 - 500 W/M. Most people speak at only about 125 W/M and write at even slower space 25 to 30 W/M.
► Formal Communication. Established, recognized and agreed procedures/ rules/ channels.
► Informal Communication. It refers to the grapevine that informally takes place in an organization. Such a network is free to move in any direction, skip authority levels, and satisfy group members’ social needs.
Importance of Communication
Effective communication is important to avoid disastrous repercussions caused by the poor communication:
• Major World Air Accidents/Crashes/Wars
• Employee Frustration
• Customer dissatisfaction
• Employer Vs Employee – lack of trust
• Government Vs public – poor relations
• Broken family/friends relations
Communication as “Lifeblood” of Communication as “Lifeblood” of OrganizationOrganization
• Organizations can’t function without open and effective communication.
• Exchange of information is must for effective individual and collective performance at all levels.
• Internal Communication. Downward, upward & horizontal / lateral.
• External Communication. Effective communication with external stakeholders can help create a good reputation, and have a positive impact on its ultimate success.
• Overall Communication Costs. Time is a major factor in overall communication costs.
Direction of Internal BCDirection of Internal BCDownward:
Communication that flows from one level of a group organization to a lower level.
This is typically what we think of when managers communicate with workers. Its purpose is to assign goals, provide instructions, communicate policies and procedures, provide feedback. It does not have to be face to face or an oral communication.
Upward:
Upward communication flows to a higher level in the group or organization.
It is used to provide feedback to higher-ups, inform them of progress, and relay current problems e.g. performance (reports prepared by lower management), suggestion boxes, employee attitude surveys, etc.
Direction of Internal BCDirection of Internal BC
Upward
Downward
Lateral
Lateral:
When communication takes place among members of the same work group, among members of work groups at the same level, among managers at the same level.
Horizontal communications are often necessary to save time and facilitate coordination.
They can create dysfunctional conflictswhen the formal vertical channels arebreached, when members go above oraround their superiors to get thingsdone, or when bosses find out thatactions have been taken or decisionsmade without their knowledge.
Types of CommunicationTypes of Communication
• Verbal Communication. Communication through
words whether Written or Oral.
Written. Letters, memos, notice boards, bulletin
boards, employee manuals etc.
Oral. Announcements, speeches / sermons,
counseling, demonstrations / explanations etc.
• Non-Verbal Communication. Communication through
various means other than words – appearance, body
movements, facial expressions, gestures, smell &
touch, Voice, silence etc.
Various Types of Communication
Demerits
Greater potential for distortion
Takes more time
Lack of feedback
Problems of security for
others
Can be misinterpreted
Merits
Quick transmission
Quick feed back
Permanent recordTangible recordVerifiable record
Relatively low cost for others
Conveys meanings
fast
Type
► Verbalo Oral
o Written
o Electronic media
► Non-Verbal
Benefits of Effective Communication
► Quicker problem solving
► Stronger decision making
► Increased productivity
► Steadier work flow
► Stronger business relationships
► Clearer promotional materials
► Enhanced professional image
► Improved stakeholder response
► Customer Loyalty/ delightedness
The Internal Audiences
CEO / President
VPProduction
VPMarketing
VPSales
VPHuman
Resources
VPFinance
SalesManager
East
Sales Manager
A
SalesManger
B
SalesManager
International
District1
Manager
District2
Manager
District3
Manager
SalesRep
SalesRep
Sales Rep
SalesRep
SalesRep
The External Audiences
TheCorporation
Subsidiaries Unions
Professional services(auditions,legal,etc)
Suppliers,vendors
Distributors,Wholesalers,Franchisees,
Retailers, agents
Legislators, Government
agencies, regulationOffices
The courts
ForeignGovernments
and offices
The media
Trade association,Competitors,
other businesses,and industries
Special interest group
General public,potential employees,
customers, stockholdersEmployment
agencies
Stock holders Investors
and lenders
Customers clients
Communication ModelCommunication Model(Various Components)(Various Components)
Context(Stimuli)
Sender / Encoder Message
Feedback
(Verbal/ Nonverbal)
Receiver/ Decoder
Medium
(Verbal/ Nonverbal)
Context:
► A broad field that includes country, culture, organization and internal / external stimuli; all have separate conventions for processing and communicating information.
► Internal stimuli have complex influence on how to compose & send a message. Understanding of the sender’s own and the receiver’s attitude, emotions, experience, likes/dislikes all influence the way communication is generated.
► Especially important is the sender’s ability to analyse the receiver’s culture, viewpoint, needs, skills, status and expectations.
Communication Model (Cont’d)
Sender/Encoder:
► Sender encodes the messages in the form of words, symbols, graphs, charts etc. to facilitate the receiver in correct understanding and suitably reacting to the message.
Message:
► It is the core idea that sender wants to communicate; it could be verbal (written or spoken) or non-verbal symbols. While composing a message, sender must decide what is the main point of message and what is the other information to be included.
Communication Model (Cont’d)
Medium:
► Medium may include Memo, Letter, Notice board, Fax, Telephone, E-mail / Internet, Face to face, Body language, Video / Video conferencing.
Receiver/decoder:
► The message receiver is the decoder who interprets, understands and then responds to the message. Receiver/decoder is influenced by context and by his/her own mental filters.
Communication Model (Cont’d)
Feedback:
► Feedback is the ultimate impact of the message that
compels the receiver to act / react in a particular
way or keep quiet. It could be oral or a written
message. Sender wants feedback to learn about
the impact of the message and the extent to which
message has achieved desired results / behaviour.
► Feedback helps the sender to know about the weak
points of his/her message and further improve it.
Communication Model (Cont’d)
Conventions of Meanings• Shapes & Symbols used should have same meanings for
both the parties (to avoid misunderstanding).
• Standard (commonly accepted) acronyms, abbreviations
– AIDS, LASER, LIFO, FIFO etc.
• Denotations. Dictionary meanings should be used at
right place, keeping in view the positive / negative sense.
• Connotations. Application of words other than their
common use e.g. using villa, cottage, lodge etc for the
house should be used carefully.
Perceptions of Reality
• Dynamic scenario is fast changing the perception of
the people. Common problems are:
• Abstracting. Selecting some facts and omitting
others. Only necessary/ relevant facts/ figures
should be used.
• Inferring. Be careful while making inferences.
Only necessary/ desirable inferences should be
used, after collecting some relevant information.
Similarly don’t react to ‘guesstimates’.
Values, Attitudes and Opinions• Attitude of the receiver can reflect the acceptance or rejection of the message. Main problems involving attitude, values & opinions are:
• Favorable information will be accepted and would yield better results.
• Inadequate / incorrect information will make the recipient angry.
• Closed mind stops people from thinking on aspects other than their pre-conception.
• Sender’s credibility plays important role in receiving favorable response from the recipients.
• Sensitivity to the state of mind (by both parties) helps to communicate in a positive way.
Nonverbal Communication
• How Appearance Communicates. Format, neatness
language of written message and presentation all send
a nonverbal message to the receiver.
• How Body Language Communicates. Facial
expression, gesture, posture, movement, smell, touch,
voice all influence the recipient/ audience.
• How Silence, Time & Space Communicate. Concept of time & space are culture - specific. Effective communicators adapt to receiver’s expectations.
Silence. Keeping silence for an immediate oral request or not responding to a letter indicate the attitude of the receiver; taken as not accepted.
Time. Waiting for a response from the recipient for an important request creates negative feelings.
Space. A sense of being ‘egalitarian’; where you stand in the group; how much space you maintain from others.
Nonverbal Communication (cont’d)
Barriers to Communication
Ability of the sender – how much the senders
understand of the message they are trying to send.
Content – including technicalities and jargon.
Method of communication – including style and body
language where appropriate.
Skills and attitude of the receiver.
Organisational factors – complexity and scope of the
organisation.
Communication Challenges in Global Market
• Diversified culture and language.
• Capabilities/ knowledge of both sender and receiver.
• Globalization.
• Fast technological advancements – IT boom.
• Ever changing communication demands of customers.
• Hostile competition.
How to Improve Communication
► Minimize distractions.
► Consider/ understand the audience – empathy.
► Improve your skills – successfully counter the
propaganda by the rivals.
► Give and get feedback.
► Apply business etiquettes & ethics.
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