Basic Communication Process

8/3/2019 Basic Communication Process

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Chapter- A

Understanding basic Processof

Communication


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Communication Process

Communication is interpersonal.

Transformation of information or message fromone person to other (s)

The person (s) who transmits the message iscalled the Sender or Transmitter.

The person (s) receiving the messages is theReceiver.

The transmitter must send information in a

format that receiver (s) can understand.


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The transmitter convert the message into a format tomake receiver understand is known as the process for

Encoding. The message can be encoded into various formats;

* oral, * written, and * visual

Once the message is encoded in a desired format, itis transferred through a medium called Channel.

A channel connects the sender to the receiver.Note:The channels of communication may be a:

* Letter * memorandum * computer, * telephone

* fax * telegram * television.


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The information which is transferred to thereceiver has to be interpreted.

This process of interpretation is know asDecoding.

In order to Decode the message, the receiver

should be ready to receive the message.

He should make himself free from others

engagement to avoid possible distraction.


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Finally, the receiver sends back the message

to the transmitter.

It may be a reply to the query made by the

sender or any response to the messagedelivered by the sender.

This reply confirms whether the informationsent has been understood or not.

Note:

This process is know as Feedback.


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All communications have many sources. Such asideas, desire to send a message, urgency forsending message etc.

The sender encode the message in to a preferredformat.

Selecting a suitable channel, the message is then

transferred to the receiver who decode it for betterunderstanding.

Finally the receiver sends back the message to thesender.


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Communication process diagram

Step 1

Sender has anIdea or

informationto share

Step 2

Sender encodesIdea in a form

that will carry itto the Receiver

Step 6

Receiver sendsfeedback

Step 3

Sendertransmits

theMessage

Step 4

Receivergetsthe

Message

Step 5

Receiver decodesthe

Message

Feedback also needs to be

encoded, transmitted, & decoded

Channel


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Basics of

Business Communications


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Why Business Communication?

A. To achieve success in todays competitive race.

B. Communication is a process of sending and receivingmessages.

> sending e-mail

> giving formal presentation

> chatting with co-employees

C. Communication is effective only when understood by

the receives. The result is:

> managing work flow

> improve business relationship

> enhancing ones professional image

> bringing many benefits (figure 1.1) next


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Many Benefits (Figure 1.1)

EffectiveCommunication

Quicker

ProblemSolving StrongerDecisionMaking

IncreasedProductivity

StrongerBusiness

Relationship

SteadierWorkFlow

EnhancedProfessional

Image

ClearerPromotionalMaterials

ImprovedStakeholderResponse


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Communication connects the company with:

a. stakeholders

b. internal groupsc. customers

d. employees

e. suppliers

f. shareholders

g. neighbors

h. community

i. nation etc.

It helps improving efficiency, quality, productivity, andmany more.


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Employers expectation from you.

> Collecting & organizing ideas & information ofsignificance.

> Expressing / presenting ideas & information effectively& persuasively with solid backup of evidence.

> Listening to others effectively so as to elaborateunderstanding and to arrive at a decision.

> Communicating with people from diverse background(gender, age, background, understanding level,profession, culture and so on)


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> Using communication technology (e-mail, instantmessaging, online research, electronic presentation,

video conferencing, etc)

> Communicating in proper manner (language, businessetiquette, courtesy)

> Communicating ethically (repotting to be so to makethe subject understood with logical views)

Example: Ineffective communication

Figure 1.2 (page 6)


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Characteristics of Effective Communication1. Provide practical information (useful information)

2. Give facts rather than impression (specific details,accurate for reader to be convinced)

3. Clarify condense information (highlight most important

one rather than dumping everything on reader)

4. State precise responsibilities (be able to generatespecific response from specific audience)

5. Persuade others and offer recommendation.(employers, colleagues, customers, clients to respondyour way)

(Example: Effective Communication figure 1.3 page 7)


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Communication in organization

A. Internal Communication:Exchanging ideas, notes, information with peopleinside organization

B. External Communication:Exchanging ideas, information, notes with peopleoutside organization.

Note: Both the above communication process flowthrough formal and informal channels.


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Internal communication

It flows in three directions

> Horizontal flow:

> Vertical upward flow:

> Vertical downward flow:


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Horizontal flow

Horizontal flow:(between departments / peers)

Sharing information, task coordination, solving difficult situationjointly)

- To exchange ideas and knowledge,

- To resolve work problems,

- To invite group suggestions,

- To have possible self development,

- To take timely actions to avoid complexity,

- To develop better personal understanding,

- To bring timely support,

- To make issues more simple and straight.


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vertical-upward flow

Upward flow:(employees to executive)

Timely reporting, problem sharing, opportunities,grievances, performance)

- better understanding on mgmt issues,

- developing trust that matters

- to bring about matching weave-length,

- better performance to exhibit

- result output more accuracy,

- quality outcome to personal growth,


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vertical-downward flow

Vertical down flow: (executive to employees)

Sharing policy decision, directions, guiding factors,rules/regulations, guide lines)

- boss has to open with team,

- boss makes team success,

- congenial environment,

- personal rapport motivational

- problem solving becomes easy,

- let employees believe positivity of mgmt.


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Formal / Informal Chart

Internal External

Formal

Letters, Reports,Memos, E-mail,

Instant messages

Plannedcommunication withoutsiders (letters,reports, websites,

instant messages,and new releases)

Informal

Casual communication

among employees,(e-mail, instantmessage, face-to-faceconversation, phone

calls, etc.

Casual

communication withsuppliers, customers,investor, face-to-faceconversation, phone

calls, etc.


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Faces of organizational communication

Business communication

Corporate communication

Communication for team building

Communication in-house.

Communication is a

major management skill


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Business communication

All factors under business areas to be covered

effectively.

- External / internal contacts to communicate.

- Communication for policy decision

- Communication for implementations and changes

- Communication for long term business strategy.


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Corporate communication

Corporate policy considered as organizational

culture. Communication from corporate makes impact on

business growth and generates employees trust inmanagement.

Corporate communications are mainly onpolicies/future goals / target set on business /development plans / employees growth plans /succession planning / targeted level etc.

Corporate communication- builds organizational andbusiness image .

This represents personality of corporate. (ethics /values)

C i ti f t b ildi


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Communication for team building

Nothing works without communication. A trust

building approach.

Manager has to keep his team appraised aboutissues to maintain positive relation.

Team members expects closeness with boss andcommunication makes it closer.

Many decisions taken by the Manager is maintainclarity and understanding.

Constant communication purifies doubts that

generates respect between the leader and his team.


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Method of communication

- Personal communication ( one & one / group)

- Discussion / Brainstorm,

- Notice board

- E-mail / fax note

- Circular

- Individual letter,

- Standing-order /policy / rule etc

- House bulletin / magazine


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Personal communication

Personal communication gives chance for instantclarifications on doubts.

1. An opportunity for personal rapport building.

2. Leader will get wider chance to remember individualsnature and behavior.

3. This comes as a big support in managements

functioning.

4. Invitation for suggestions and ideas.


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Discussion / brain storm,

A support to management for getting new ideas and

suggestions from employees on business growth.

Employees involvement as a team and to be a part of

success and equally share failure.

Management is able to find out the hidden talents.

Right employees get timely recognition andmotivation.


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Communication through notice board

Notices are taken for granted as a matter of policycommunication.

They give a sense of equal feelings across theorganization.

They are considered as wider means for quickerand faster communication to address issues ofcommon nature,

They avoid irritations unless too objectionable.

Management must make this as final

communication and should avoid corrections.

E mail communication


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E-mail communication

This is effective, faster and covers all distance.

Generally taken as corporate communication. Implementations of new systems in a more rational

way and with no ambiguity.

A communication system that can cover all links-mgmt vs. mgmt, mgmt vs. individuals.

It creates an opinion among employees that

management maintains a personal touch to-wardsthem.

Management must adapt this, because it is thequickest method to make huge communication faster.

Circulars


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Circulars

These are more applicable on shop floor / departmentsituations where people are mainly busy on

operational and routine activities.

A chance to reach communication to avoid suchemployees to make department jam.

Circulars make the message more authentic tobelieve.

This is one of quicker means to announce changes.

Circulars are - like door step delivery of information.

Individual letters


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Individual letters

This communication allows individual to acknowledge

relevant information.

Such communication can be positive and/or negativebecause they are individual based.

Mgmt has to keep such communication going, to makeindividual accountable and maintain secrecy.

Employees also prefer them because they retain selfrespect and conceal negative exposure.

This is a motivational approach to boost moral &efficiency

Rules and policies


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Rules and policies Management to ensure; by-laws / rules are correctly

communicated through written documents.

They are considered as Geeta / Bible ofmanagement.

Standing orders are always the priority.Management must them in words so that they areunderstood correctly.

Rules / policies must be spelt out clearly so thatemployee can take correct measure before taking adecision.

H b ll ti / i


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House bulletin / magazine

This communication brings family closer and they

feel as the part of management.

This enhances employees identity and skill.

A perfect tool to create high self esteem.

Management creates sense of commitmentsand belongingness in employees mind.


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Impact of Communicationon

Performance

C i ti f f


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Communication for performance

Communication is the main base / foundation forachieving goal.

A well strategic communication system in anorganization helps bringing together all functionaltargets involved in achieving organizational success.

a. business process activitiesb. performance outputc. skills involvement

d. technology requiremente. sharing to exchange development needsf. up keeping for continual development,g. motivational force, etc.


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In an organization communication is a routine flow ofmany laid down information. They are readily available

for a general awareness of all as organizationsstrategic information practice. Such as;* Technical data,* Organizational policies,

* Loss & profit account,* Constitutions and by-laws,* Defined production procedure,* Individual performance data,

* Personnel data,* Future business plan details , and* Information on desired action plans,* And many more as desired.


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However every aspect has two sides to deal with.

1. personal & 2. professional

Professional side is well taken care by organization'sneed based communication strategy, as explained

above.Where as Personal aspects are more venerable and

sensitive.

Communication process to gather information in thisarea is considered more social.

Knowledge transfer in this area will be more effectivein achieving performance.


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1. Personal aspects:

1. Consideration for others.

2. Be democratic

3. Remain thankful to others

4. Give smile5. Have an open door policy

6. Increase face to face communication instead of

written directive7. Leave behind your ego


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2. Professional aspect:

- communication for enhancement of skill,

- communication for growth,

- communication for generating good team,

- communication for business growth,

- communication for understanding business culture /tradition / values,

- communication for information updating.

Documents

Basic Communication Process