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Role of CommunicationRole of CommunicationHelps us understand:-
What factors are relevant to this situation.
Objective - What do I want to accomplish in this situation.
Approach - Which is the Better way of doing it.
Technique - What specific methods should I use to solve it.
Communication Defined
“Communication is interchange of thoughts , opinions, information, by speech, writing or signs”
- Robert Anderson (Professional Selling)“Purposive interchange, resulting in workable
understanding and agreement between the sender and receiver of a message”
- George Vardman (Effective Communication of Ideas)
Business Communication Defined
“Business communication is any communication used to build partnerships, intellectual resources, to promote an idea, a product, service, or an organization – with the objective of creating value for your business.”
Internal and External Communication
Business Communication encompasses a huge body of knowledge both internal and external for any business.
Internal communication includes communication of corporate vision, strategies, plans, corporate culture, shared values and guiding principles, employee motivation etc…
External communication includes branding, marketing, advertising, customer relations, public relations, media relations, business negotiations, etc.
Whatever form it takes, the objective remains the same – to create a business value
Major Classifications:-
Can be classified on basis of..…..A) number of persons/ receivers to whom message is addressed:-i) Intrapersonal:- talking to one’s own self. E.g. Dramatic works.ii) Interpersonal :- exchange of messages between two persons. E.g. conversation, dialogue, an interview, some other cases like…
an author, a letter etc.iii) Group:- Can be among small groups like organization, club, class
rooms where all individuals retain their individual identity.
iv) Mass:- occurs when the message is sent to large groups of people
E.g. news paper, radio, T.V etc.
B) On basis of medium employed…… i) Verbal:- means communicating with words, written or spoken ii) Non verbal :- includes using of pictures signs, gestures and
facial expressions for exchanging information between persons E.g. personal space, touch, eyes, sense of smell and time. iii) Meta communication:- the speaker’s choice of words
unintentionally communicates something more than what the actual words state.
Purpose of communicationWe generally communicate to :Inform – directed by desire to expose, develop,
and explain the subject E.g. A simple statement intending to convey
the information like an ad on face creams etc.
Persuade – the focus is on the receiver and not the message
E.g. Home loans ad by banks.
The purpose of communication is to get your message across to others clearly and unambiguously.
Involves effort from both the sender of the
message and the receiver.Is a process that can be fraught with error,
with messages often misinterpreted by the recipient.
When not detected, it can cause tremendous confusion, wasted effort and missed opportunity.
Process of communication
The Linear Model:- Involves 5 basic questions – who?, says what?, on which
channel?, to whom?, with what effect?One way processIntended to control and manipulate the receiver.Assumptions that no distortions while the message passes
sender media receiver action
Shannon Weaver Model :-First to point that messages can change or be blockedBrought in the concept of noiseIntroduced feedback as corrective to noise which may again not
be an integral part of communication process Viewed as another act of communication
Two Way Communication Process:-
Concept is more contemporaryReceiver also acts as sender of feedback to complete the two way
flow of communicationAlso known as transactional communication
receiver
message transmitter
Communication symbols
Communication channel
Barriers to CommunicationBarriers to Communication
NoiseSelective perceptionsFilteringInformation overloadLoss by transmissionPoor retentionPoor listeningEmotionsLack of planning
Wrong/Unclarified assumptionsSemantic problems
Cultural barriersSocio psychological barriersGoal conflicts Offensive styleTime and distanceAbstractingSlantingInferring
Characteristics of successful Characteristics of successful communicationcommunication
CandidnessClarityCompletenessConcisenessConcretenessCorrectnessCourtesy
Importance of communication in Importance of communication in managementmanagement
Communication skills constitute an important aspect of effective management.
Some important functions of managing are -
forecasting , planning , organizing, instructing, coordinating, controlling.
Communication is the system by which these operations are led and coordinated and the results fed back
Need for communication in management :- (Advantages)
To increase job performance and effectivenessTo promote employee commitment To effect changes smoothlyInform and persuade employees regarding certain
decisions and reasons behind.To help understand role of an individual in an
organizationTo update employees information about the
developmental activities
Reasons facilitating need for corporate communication:-
Size of an organizationNew developments in ITThe concept of human capitalNeed to learn corporate etiquette - how to greet, shake
hands, dress for success, listen converse with seniors, clients, ladies etc…
Hence the need for man power equipped with these skills are necessary.
Why managers need communication skills
To perform the following roles-Interpersonal roleInformational roleDecisional role
All these functions are performed with the knowledge of human needs
Communication structure in an organizationCommunication structure in an organization
Board of directors
Managing directors
Senior mgmt
Middle mgmt
Senior spvsr
Line managers
Vertical Communication
Horizontal Communication
Geographical location of divisionsFunctional basis of division
Communication can be divided into two types:
I) Formal Formal:
a) Line relationship-
Line of authority sets down the path of communication ( general indication can be “through proper channel” etc..)
b) Functional Relationship-
Occurs when departments inform work and related organizational matters to each other
c) Staff relationship:-Supports line management, marketing, and production. For
e.g. communication relating to personnel, public relations, administration etc.
II) Informal :-
Usually flows through ---- Chat :- Grapevine:- can be attributed to a reliable source