Ch-1 Introduction to Business Communication

Communication is a Series of Experiences of

Hearing

Seeing

Touch

speaking

listening

Meaning of Communication

• The word ‘communicate’ comes from the Latin verb ‘communicare’ that means to impart, to participate, to share or to make common.

• By virtue of its Latin origin it is also the source of the English word ‘common’. Whatever is common is shared by all. Hence the sense of ‘sharing’ is inherent in the very origin and nature of communication.

• In communication we share ‘information’, i.e. something to tell, in whatever way we like, or as the situation demand.

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Contd….

• Communication is a dynamic process…through this process we convey a thought or feeling to someone else.

• how it is received depends on a set of events, stimuli, that person is exposed to.

• how you say, what you say plays an important role in communication.

IMPORTANCE OF COMMUNICATION

• Communication is a social activity, it is the most important of all our activities as it has helped us to organize ourselves as a civilized society.

• All communication is based on, and is guided by role-relationships.

• Communication is essentially the ability of one person to make contact with another and to make himself or herself understood.

• In other words, communication is the process by which meaning are exchanged between people through the use of a common set of symbols.

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TOTAL COMMUNICATION PROCESS

COMMUNICATION is

• 7% WORDSo Words are only labels and the listeners put their

own interpretation on speakers words• 38% PARALINGUISTIC

o The way in which something is said - the accent, tone and voice modulation is important to the listener.

• 55% BODY LANGUAGEo What a speaker looks like while delivering a

message affects the listener’s understanding most.

Success for YOU in the new global and diverse workplace requires excellent communication skills!

THE COMMUNICATION PROCESS

The Communication ProcessBasic Model

2.Sender encodes idea in message

3.Message travels over channel

1.Sender has idea

4.Receiver decodes message

6.Possible additional feedback to receiver

5.Feedback travelsto sender

T

M

B

T

M

B

Flow of information

Flow of communication

DOWNWARD UPWARD

PRODR&D MRKT

DIAGONAL GRAPEVINEPrepared by: Ms Kimpal Patel

DIMENSIONS OF COMMUNICATION

• Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feedback, approval to highlight problems etc.

• Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

• Diagonal or Horizontal or lateral Communication :Among colleagues, peers at same level for information sharing for coordination, to save time.

• Grapevine communication: it is a communication growing in an unorderly manner. It can also be said as an information passing in a directionless path. They are neither reliable nor substantiated by the facts or evidence.

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TYPES OF COMMUNICATION

• Based on Communication Channels- Verbal communication- Non-verbal communication

• Based on purpose & style.- Formal communication- informal communication

• Based as per direction.- Horizontal communication- vertical communication- Diagonal Communication

LEVELS OF COMMUNICATION

• Extra personal (between human beings & non human entities)

• Intrapersonal (within the individual)• Interpersonal (among people)• Organizational (different hierarchical levels)• Mass (mediator, mass media-books, tv etc)

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GUIDELINES FOR EFFECTIVE COMMUNICATION

- Know why you are communicating, and what you want to accomplish.- Know who your targets are - Know what is expected of you and when to go into details - Know when to speak and when to remain silent and let others continue the discussion - Know how to communicate effectively

GUIDELINES/PRINCIPLES

[B] NON-VERBAL COMMUNICATION

• Sign language• Kinesics: body language• Vocalics: paralanguage• Proxemics: space language• Chronemics: Time language• Haptics: Touch language.

Sign language

TYPES OF BODY LANGUAGERemember that you are dealing with “PEOPLE”

• (P)OSTURES & GESTURESo How do you use hand gestures? Stance?

• (E)YE CONTACTo How’s your “Lighthouse”?

• (O)RIENTATIONo How do you position yourself?

• (P)RESENTATIONo How do you deliver your message?

• (L)OOKSo Are your looks, appearance, dress important?

• (E)PRESSIONS OF EMOTIONo Are you using facial expressions to express emotion?

Vocalics: Paralanguage

It involves HOW of a speaker’s voice rather than WHAT of the words.

It includes:

- Pitch variation- Speaking Speed- Pause- volume Variation- Non-fluencies

Space language: Proxemics

Space language: Proxemics

'How we guard our personal space boundaries and how we enter into the others' personal space, is integrally connected with the way we are related with other people'.

It is important for people to have their ‘own space'. The position someone prefers and all the things he does to appropriate the space around him says something about that person.

The physical distance we keep from others and our reaction to how other people approach us, have a big influence on our discussions and the accompanying connections with these people.

Time language: chronemics

The meaning which we give to TIME……

How we give importance to time in our personal & professional life matters a lot .

Touch language: Haptics

Touch is important in everyone's life!

Examples of differentiations in power as a message in the body language are: • the friendly shoulder pat • the stroke over the head • the arm around someone's shoulder

[C] BARRIERS TO COMMUNICATION

WHAT ARE THE BARRIERS TO COMMUNICATION??????

TECHNICAL BARRIERS• Timing• information overload• Cultural differences

LANGUAGE BARRIERS• Vocabulary• Semantics• Lack of common language

PSYCHOLOGICAL BARRIERS• Information filtering• Lack of trust & openness• Emotions

TECHNICAL BARRIERS

Poor timing usually happens when the sender is not aware of the mood of the receiver when sending the message.

For example, approaching your employer for a raise when he/she has just made an announcement that the company is almost bankrupt.

TIMING:

INFORMATION OVERLOAD

Information overload occurs when you try to absorb too much information over a short period of time.

If you try to study continuously for hours without a break, or introduce too many new concepts to your learning in one period of time, your mind will become confused and this can lead to a break down in communication.

CULTURAL DIFFERENCES

• As we live in a highly diverse world with people from different corner of the world, so, special care has to be taken if our receiver is from a varied culture and caste.

• this is because the symbols, signs phrases we use may convey different meaning to them.

LANGUAGE BARRIERS

VOCABULARY

The sender should keep his language and usage of words as much simple as possible.

SEMANTICSA single words can convey dual meanings.Semantics is the study of the meaning of linguistic expressions.

LACK OF COMMON LANGUAGE

PSYCHOLOGICAL BARRIERS

INFORMATION FILTERING

In this process of information filtering either the information is highly manipulated or some part of the information is totally ignored.

LACK OF TRUST & OPENNESS

Communication will be successful if we trust the sender whom we are hearing.

Sometimes, there are some things that we are just not interested in. Of all the subjects that students learn to complete their degree, they cannot love all. There will be the ONE or TWO subject that we have to suffer to stay awake for. A lack of interest in what someone has to say will definitely lead to a breakdown in communication.

EMOTIONS

A message received when we are emotionally worked up will have a different meaning for us than when we are calm and composed.

PREOCCUPATION

Sometimes the receiver comprehend the message before listening to it completely.Maybe, we are distracted by something unrelated to the topic of the conversation, or we are busy developing our own response and miss what’s being said.  It's not easy to pay focused attention to the other person's words.

NOISE

PHYSICAL NOISE

TECHNICAL NOISE

PSYCHOLOGICAL

HOW TO OVERCOME BARRIERS???

• Plan & Clarify ideas• Focusing on needs of the receiver.• Controlling of emotions• Politeness of manners.• Use of feedback.• Choose the right medium, right channel.• Elimination of noise.• Use of symbols• Completeness of message.• Think B4 communicating.

LISTENING

Listening is a process where a receiver does not merely respond to the spoken words, instead s/he also absorbs the content of the message.

Process of Listening

SENSING (physically hearing)

INTERPRETING (decoding & absorbing what we hear)

EVALUATING (forming an opinion)

REMEMBERING (storing of information)

RESPONDING (reacting to the speaker/feedback)

Types of Listening

• Discriminative (which part of the message needs to be retained)

• Evaluative (when the interpretation is made)

• Appreciative (for deriving aesthetic pleasure)

• Empathetic/sensitive (able to understand the viewpoint of speaker)

• Active (receiver absorbs all that is said)• Passive (physical presence but mental absence)

Traits of a good listener

• Concentration & attention.• Eye contact• Receptiveness• Understanding communication symbols• Open mind• Feedback• Questioning• Empathy

Ten Rules for Good Listening

Rule Listening Reasoning Behind the Rule

1. Stop talking You cannot listen if you are t alking.

2. Put the person at ease Help a person feel free to talk; create a permissive environment.

3. Show the person you Look and act interested; listen to want to listen understand, not to oppose.

4.Remove distractions Don’t doodle, tap, or shuffle papers; shut the door if necessary to achieve quiet.

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Ten Rules for Good Listening

Rule Listening Reasoning Behind the Rule

5. Empathize Try to see the other person’s point of view.

6. Be patient Allow plenty of time; do not interrupt; don’t start for thedoor or walk away.

7. Hold your temper An angry person takes the wrong meaning from words.

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Ten Rules for Good Listening

Rule Listening Reasoning Behind the Rule

8.Go easy on argument Don’t put people on the defensive and criticism and cause them to “clam up” or

become angry; do not argue- even if you win, you lose.

9. Ask questions This encourages a person and shows that you are listening; it helps to develop points further.

10. Stop talking This is first and last, because all other guides depend on it; you cannot listen effectively while you are talking.

Source: Adapted from Human Behavior at Work, Fifth Edition, by Keith Davis. 1977.

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Tips to improve communication

IMPROVE LANGUAGE.

IMPROVE PRONUNCIATIOON.

WORK ON VOICE MODULATION.

WORK ON BODY LANGUAGE.

READ MORE

LISTEN MORE

AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA PRESENTATION ETC.

INTERACT WITH QUALITATIVE PEOPLE.

IMPROVE ON YOU TOPIC OF DISCUSSION,

PRACTICE MEDITATION & GOOD THOUGHTS.

THINK AND SPEAK.

DO NOT SPEAK TOO FAST.

USE SIMPLE VOCABULARY.

DO NOT SPEAK ONLY TO IMPRESS SOMEONE.

LOOK PRESENTABLE AND CONFIDENT.

FEW FACTS

- You have over 630 muscles in your body.

- Eye muscles are the busiest muscles in the body. Scientists estimate they may move more than 100,000 times a day.

- You have over 30 muscles in your face to help you smile or frown. It takes 17 muscles to smile and 43 to frown.SO SMILE EVERYTIME YOU SEE SOMEONE.

- The strongest muscle in your body is your tongue. USE IT EFFECTIVELY.

- It takes the interaction of 72 different muscles to produce human speech.

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