Communication 1CommunicationWhat is communication?The communication situationUnderstanding why communication matters

What is Communication?Transfer of informationTransfer of meaningInfluence of mental mapsConscious and IntentionalUnconscious and UnintentionalExternal RealityWe delete informationWe distort informationWe generalize informationWe assign meaning

What is communication?Communication is the process of transferring information and meaning between senders and receivers, using one or more written, oral, visual, or electronic media.Communication is the process by which information is transmitted between individuals and / or organizations so that an understanding response results. (Peter Little)Communication is an exchange of facts, ideas, opinions, or emotions by two or more persons. (Newman)

Communication.William Scott in his Organization Theory defined Administrative communication is a process which involves the transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizational goals.This definition emphasises four important points:It involves the communication of ideasIdeas should be accurately replicated in the receivers mindFeedback is necessary to assure transmitter the accurate replication of the ideasThe purpose of all communication is to elicit action

The Communication SituationThe communication situation is said to exist when:There is a person (sender or transmitter) desirous of passing on some information;There is another person (receiver) to whom the information is to be passed on;The receiver partly or wholly understands the message passed on to him;The receiver responds to the message (feedback).The Communication SituationTwo gentlemen greeting each other with folded hands constitute a communication situation.But if a French speaking person addresses a Urdu speaking person in French, the communication situation does not exist.

Understanding why Communication MattersThe single most significant characteristic of the human race is the ability to communicate.Communication is the sum of all things one person does when he wants to create understanding in the mind of another.Its a bridge of meaning.The essence of communication is sharing that benefits both you and the people with whom you are communicating.

Communication for Career BuildingHow employers view todays job market:The employment process is always a question of balanceIts a complex business decision with lots of variables to consider. What employers look for in job applicants:Communication skillsInterpersonal and team skillsIntra-cultural and intercultural awareness and sensitivityData collection, analysis, and decision-making skillsComputer and electronic media skillsTime and resource managementFlexibility and adaptability Professionalism

Communication for Companys SuccessEffective communication yields numerous business benefits:Closer ties with important communities in the market placeOpportunities to influence conversations, perceptions, and trendsIncreased productivity and faster problem solvingBetter financial results and higher return for investorsEarlier warning of potential problems, from rising business costs to critical safety issuesStronger decision making based on timely, reliable informationClearer and more persuasive marketing messagesGreater employee engagement with their work, leading to higher employee satisfaction and lower employee turnover.

Ways of Making Communication EffectiveTo make your communication efforts as effective as possible, focus on making them practical, factual, concise, clear, and persuasive:Provide practical informationGive facts rather than vague impressionsPresent information in a concise, efficient mannerClarify expectations and responsibilitiesOffer compelling, persuasive arguments and recommendations

Communication 2

Communicating in Todays Global Business Environment Understanding the unique challenges of business communication Understanding what employers expect from you Communicating in an organizational context Adopting an audience-centered approach

Unique Challenges of Business Communication The Globalization of Business and the Increase in Workforce Diversity The Increasing Value of Business Information Competitive insights Customer needs Regulations and guidelines The Pervasiveness of Technology The Evolution of Organizational Structures and Leadership Styles A Heavy Reliance on Teamwork

What Employers Expect from You Organizing ideas and information logically and completely Expressing ideas and information coherently and persuasively Actively listening to others Communicating effectively with people from diverse background and experiences Using communication technologies effectively and efficiently Following accepted standards of grammar, spelling, and other aspects of high-quality writing and speaking

Communicating in an Organizational Context The formal communication network mirrors the companys organizational structure

Social media play an increasingly important role in the formal communication network

Audience-Centered Approach An audience-centered approach involves understanding, respecting, and meeting the needs of your audience members The You attitude Emotional intelligence Etiquette

Communication 3The Communication Process Describe the communication process model and the ways that social media are changing the nature of business communication

The Communication Process Viewing communication as a process helps you identify steps you can take to improve your success as a communicator. The following eight steps provide a practical overview about effective communication process: The sender has an idea The sender encodes the idea as a message The sender produces the message in a transmittable medium The sender transmits the message through a channel The audience receives the message The audience decodes the message The audience responds to the message The audience provides feedback to sender

The Communications Process

There are many forms of encoding

Communication MediumOralWrittenVisualElectronic forms

Communication ChannelsFace- to- face conversationThe InternetAny other method or system Communications Channels

Barriers in the Communication Environment The following barriers can block or distort messages before they reach to the intended audience: Noise and distractions Competing messages Filters Channel breakdowns

Minimizing barriers and distractions in the communication environment is everyones responsibility

How Audiences Receive MessagesConsider audience expectationsEnsure ease of useEmphasize familiarityPractice empathyDesign for compatibility

How Audience Decode MessagesReceiver re-create different meaning from the message rather than extract the senders intended Perception and selective perception

Experiential Overlap

How Audience Respond to Messages Even after the message delivered, received, and correctly decoded, the audiences will only respond to the message if they Remember it Able to respond Motivated to respond

Models of the Response Process

The Social Communication Model The social communication model, also known as Business Communication 2.0 is interactive, conversational, and usually open to all who wish to participate.

Business Communication 1.0 VS Business Communication 2.0Communication 4

Using Technology to Improve Business Communication

List four general guidelines for using communication technology

Effective Communication Channel

Technology to Enhance Communication

General Guidelines Keeping technology in perspective Guarding against information overload and information addiction Using technological tools productively Reconnecting with people

Keeping Technology in Perspective Dont rely too much on technology or let it overwhelm the communication process: Technology is an aid to interpersonal communication, not a replacement Technology cant thing for you or communicate for you Technology can create business value if it helps deliver the information to the right people at the right time

Guarding Against Information Overload Information overload results when people receive more information than they can effectively process: Difficult to discriminate between useful and useless information Lowers productivity Amplifies employee stress both on the job and at home Avoid sending unnecessary messages

Using Technology Tools Productively Concerns over inappropriate use of social networking sites It distracts employees from work responsibilities Blogs or social networking can expose confidential information

Reconnecting with People As businesses increasingly rely on technology for communication, personal interaction becomes even more important because even the best technologies cant replace the human element. But telepresence videoconferencing system can create a convincing illusion.

Powerful Digital Tools for Communicating Effectively The tools of business communication evolve with every new generation of digital technology. Selecting the right tool for each situation can enhance your business communication in many ways: Tools that redefine the office Tools for collaborating Tools for sharing information Tools for interacting with customers

Redefining the Office Technology makes it easier for business professionals to stay connected with customers and colleagues, wherever their works take them. Electronic presentations Shared workspaces Virtual meeting spaces Wireless networks Unified communications

Collaborating Working in teams is essential in almost every business. Technology helps bridge the distance between team members work in different places by making it possible to brainstorm, attend virtual meetings, share files, meet new business partners, and collaborate with experts outside the company from widely separated locations.

Wikis Web-based meeting Social networking Videoconferencing and Telepresence Crowdsourcing and Collaboration platforms

Sharing Information The ability to easily access and share the latest information improves the flow and timing of supplies, lowers operating costs, improve customer satisfaction, and boosts financial performance. The following tools facilitate easy information access: RSS Newsfeeds and Aggregators Social Tagging and Bookmarking Community Q & A Supply Chain Management Software Interactive data visualization

Interacting with Customers Todays communication technologies, particularly the ever-evolving field of social media, make it easier for customers to interact with a company whenever, wherever, and however they wish. The available social medias are: Online customer support User-Generated Content Podcast Blogs Microblogs

Communication 5Committing to Ethical and Legal Communication

Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical communication choices

Ethics Ethics are accepted principles of conduct that govern behavior within a society.

Ethical Communication includes all relevant information, is true in every sense, and is not deceptive in any way.

Unethical Communication Unethical communication that can distort the truth or manipulate audiences can be any of the following forms: Plagiarism Omitting essential information Selective misquoting Misrepresenting numbers Distorting visuals Failing to respect privacy or information security needs

Ethical Dilemma VS Ethical Lapses An ethical dilemma is a choice between alternatives that may all be ethical or valid that is not clear-cut.

An ethical lapse is making a choice that you know a clearly unethical.

Ensuring Ethical Communication Ensuring ethical communication requires three elements: Ethical Individuals Ethical Company Leadership Appropriate policies and structures to support employees efforts to make ethical choices

Guidelines for Ethical Business Communication Every firm should have employee code of ethics. But in the absence of clear guidelines to communicate in an ethical manner, employees should ask themselves the following questions: Have you define the situation fairly and accurately? What is your intention in communicating the message? What impact will these message have on the people who receive it? Will the message achieve the greatest possible good while doing the least possible harm? Will the assumptions you have made change over time? Are you comfortable with your decision?

Ensuring Legal Communication In addition to ethical guidelines, business communication is also bound by a wide variety of laws and regulations, including the following areas: Promotional communication Contracts Employment communication Intellectual property Financial reporting Defamation Transparency requirements

Communication 6Mastering Team Skills List the advantages and disadvantages of working in teams, describe the characteristics of effective teams, and highlight four key issues of group dynamics

Communicating in Team A team is a unit of two or more people who share a mission and the responsibility for working to achieve a common goal. Team can be problem-solving as well as task forces. Committees are formal teams that usually have a long life-span and can become a permanent of the organizational structure.

Advantages of Teams Teams are often at the core of participative management. A successful team can provide a number of advantages: Increased information and knowledge Increased diversity of views Increased acceptance of a solution Higher performance levels

Disadvantages of Teams Teams need to be aware of aware of and work to counter the following potential disadvantages: Groupthink Hidden agendas Cost

Characteristics of Effective Teams Effective teams have- A clear sense of purpose Open and honest communication Consensus-based decision making Creative thinking Effective conflict resolution

Group Dynamics Group dynamics are the interactions and processes that take place in a team. Group dynamics are influenced by several factors: Assuming Team Roles Allowing for Team Evolution Resolving Conflict Overcoming Resistance Team Roles Functional and Dysfunctional

Allowing for Team Evolution Here is how one commonly used model identifies the phases a problem-solving team goes through as it evolves: Orientation Conflict Brainstorming Emergence Reinforcement

Resolving Conflict Conflict in team can be either constructive or destructive. Destructive conflict can lead to win-lose or lose-lose outcomes. The following seven measures can help team members successfully resolve conflict: Proactive behavior Communication Openness Research Flexibility Fair play AllianceOvercoming ResistanceResistance to change can be overcome through reasonable communication: Express understanding Bring resistance out into the open Evaluate others objections fairly Guidelines for Collaborative Writing The following guidelines will help you collaborate more successfully: Select collaborators carefully Agree on project goals before you start Give your team time to bond before diving in Clarify individual responsibilities Establish clear processes Avoid composing as a group Make sure tools and techniques are ready and compatible across the team Check to see how things are going along the wayMaking Your Meetings More Productive You can help ensure productive meetings by preparing carefully, conducting meetings efficiently, and using meeting technologies wisely: Prepare carefully Make sure the meeting is necessary Decide on your purpose Select participant carefully Choose the venue and the time Establish and distribute a clear agenda Lead effectively and participate fully Keep the meeting on track Follow agreed upon rules Encourage participation Participate actively Close effectively Communication 7Communicating in a World of Diversity Discuss the opportunities and challenges of intercultural communication.

Explain the importance of recognizing cultural variations, and list eight categories of cultural differences.

Identify seven steps you can take to improve your intercultural communication skills Cultural Diversity Diversity includes all the characteristics and experiences that define each of us as individuals.

Intercultural communication is the process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and non-verbal signs differentlyOpportunities of Cultural Diversity The diversity of todays workforce brings distinct opportunities to businesses: A broader range of views and ideas A better understanding of diverse, fragmented markets A broader pool of talent from which to recruit.

Challenges of Intercultural Communication A companys cultural diversity affects how its business messages are conceived, composed, delivered, received, and interpreted. Culture influences everything about communication, including Language Nonverbal signals Word meaning Time and space issues Rules of human relations

Recognizing Variations in a Diverse World Communication in cultures needs the recognition and accommodation of main cultural differences. The following eight main types of cultural differences are identified: Contextual differences Legal and ethical differences Social differences Nonverbal differences Age differences Gender differences Religious differences Ability differencesImproving Intercultural Communication Skills One can improve his intercultural communication skills throughout the career by: Studying other cultures Studying other languages Respecting preferences for communication style Writing clearly Speaking and listening carefully Using interpreters, translators, and translator software Helping others adapt to your culture

Communication 8Media of Communication Written Communication Oral Communication Face-to-face Communication Visual Communication Computer-based Communication Silence

Written Communication Written communication is the expression of ideas through words that are meant to be read. (Bovee) Everything that has to be written and transmitted in the written form falls in the area of written communication.

Methods/ Media of Written Communication for Management Statement of policies and procedures Special management bulletin Management newsletter Formal management report Supervisors handbook

Methods/ Media of Written Communication for Employees Employee handbook Employee bulletin Employee newsletter Letter to new employees Reading racks Bulletin boards Pay-roll envelops Complaint and suggestion Box Memorandum Internal circular

Advantages of Written Communication Reducing misunderstanding Permanent record Source of future reference Legal defense Wide coverage Maintaining uniformity Communicating lengthy and complex messageDisadvantages of Written Communication Time Consuming Slow in nature Absence of immediate feedback Loss of confidentiality Costly Not suitable for illiterate people Lack of instant explanation Chances of misunderstanding Lack of flexibility Filling cost

Guidelines to Improve Written Communication Using short and familiar words Using short sentence and paragraph Using technical words with caution Using active voice Give examples and charts Expressing thoughts logically Avoiding unnecessary words Avoiding discriminatory words

Oral Communication Non-Mechanical Channels: Conversation Interview Group discussion Counseling Formal training course Conference Mechanical Channels: Telephone Radio and Television Microphone

Advantages of Oral Communication Time Saving Easiness Effective for illiterate person Money saving Quick feedback Complete understanding Powerful Means EfficacyDisadvantages of Oral Communication No record Distorted meaning Inaccuracy Limited use Confused speech No legal validity EmotionEssentials of Oral Communication Clear pronunciation Brevity Expressive delivery Precision Natural voice Logical sequence Suitable vocabulary Maintaining fluency Conviction Attractive presentation