chapter 1 - introduction to business communication

Slide 1Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd Business Communication for Managers/ Payal Mehra
Chapter 1
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd Business Communication for Managers/ Payal Mehra
Chapter 1
Chapter 1
Increased use of technology at the workplace
Diversity at the workplace
Time constraints
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Vertical communication
Top-down: Used to give orders or instructions and to provide and ask for information
Bottom-up: Used to describe the results of actions, to provide information that has been requested, and to make requests or appeals
Horizontal communication
Used to keep equals informed of various actions, to see the counsel or opinion of peers, to discuss problems, and to chat informally.
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Electronic: E-mail, instant messaging, video conferencing, phone messages, voice mails, blogs, etc.
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Memoranda
Reports
Video conferences
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Miscommunication and Communication Failures
Miscommunication can occur due to lapses on the part of the sender, the receiver, or the channel used for communicating:
The sender: Sometimes a message might not be clear or accurate or simple enough to understand.
The receiver: Sometimes, receivers might be unwilling to take in the message because they are too busy or biased.
The channel: The choice of channel may also be the cause of miscommunication
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Barriers to Communication
The Noise Barrier
This is any sort of interference that takes place between the sender and the receiver.
The Feedback Problem
Evaluative
Interpretative
Supporting
Probing
Understanding
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The Problem of Media Selection
If media selection is a personal choice, message transmission depends on the following:
Personal inclination
Personality characteristics
Mental Barriers
We all see the world differently, and the perceptual process determines what messages we select or screen out. Many times, noise exists in the mind of the sender or the recipient.
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Use of improper words
In workplace, physical barriers include marked-out territories into which strangers are not allowed, closed office doors, barrier screens, separate areas for people of different statuses, and so on.
Personal Barriers
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Cultural Barriers
When we have to be a part of a group, the unwritten understanding is that we accept the collective code of conduct or behaviour. Inability to do that results in cultural barriers.
Interpersonal Barriers
Withdrawal
Rituals
Pastimes
Working
Games
Closeness
Technology
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Information Overload
This occurs when the volume of information received exceeds the person’s capacity to process it.
Passive Listening
Passive listening is little more than hearing and occurs when the receiver of the message has little motivation to listen carefully. Listening to music, stories, television programmes, or pretending to listen while merely being polite in another’s company may be cited as examples of passive listening.
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A good listener always:
Takes notes as they listen
Clarifies points that they do not understand
Does not judge until the speaker has finished talking
Focuses on the topic
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Organize your material into manageable chunks of information
Build a rapport with the audience
Build humour into the talk
Answer questions adeptly
Use linguistic tools
Use ample illustrations
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Communicating without adequate preparation
Using inappropriate channels of communication
Believing tat words speak louder than actions
Listening only to good news
Playing guessing games with employees
Rarely talking to employees
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Understand oneself and others
Encourage an open climate
Develop strong internal communications
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chapter 1 - introduction to business communication

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