bus comm i & ii

OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.1

Understanding business Understanding business communicationcommunication

Business Communication Session I

Devesh Anand

Session 1Session 1

¨ Introduction to Communication Components

¨ Nature and types¨ Significance in management

Ice-BreakerIce-Breaker

Story -Telling

Communicating in OrganizationsCommunicating in Organizations

¨ An organization is a group of people working together to achieve common goals.

¨ Communication is vital to that process. ¨ Understanding how communication works in business and

how to commu nicate competently within an organization can help you participate more effectively in every aspect of business.

¨ Competent writing and speaking skills will help you get hired, perform well, and earn promotions.


The components of communicationThe components of communication

¨ Stimulus¨ Filter¨ Message¨ Medium¨ Destination

Feedback

Dave Caplan Case Dave Caplan Case ¨ Let us follow the case of Dave Caplan a Chemical Engineer at Industrial

Chemical ,INC .In 1998, in the process of working on another project, Dave developed ULTRA LIGHT ,a flat ,electroluminescent sheet of material that serves as a light source .Dave could see the enormous business opportunity offered by a paper-thin light fixture ,such as Ultra Light , which was bendable and could be produced in a variety of shapes and sizes. The market for lighting is vast ,and Dave ,even though at the time an engineer and not a business man ,felt the sting of inventing a device that had great potential ,but that belonged to somebody else (Industrial Chemical ,INC). He was disappointed in IC’s eventual decision not to manufacture and market this product .As we learnt what happened to Dave Caplan after IC’s decision , we will examine the components of communication ,one at a time

Match the following Match the following

Incident

1 Dave receives a memorandum from the head of R&D

2 He interprets the memo to mean that IC has no interest in his invention

3 He decides to relay this information to his brother

4 He telephones Marc

5 His brother receives the call

6 Marc listens and gives Dave his reaction

Communication Component

He filters the stimulus

Marc provides feedback

The message reaches its destination

He selects a medium

He forms a message

Dave receives a stimulus

Correct AnswerCorrect Answer

Communication Component

2 He filters the stimulus

6 Marc provides feedback

5 The message reaches its destination

4 He selects a medium

3 He forms a message

1 Dave receives a stimulus

Incident

1 Dave receives a memorandum from the head of R&D

2 He interprets the memo to mean that IC has no interest in his invention

3 He decides to relay this information to his brother

4 He telephones Marc

5 His brother receives the call

6 Marc listens and gives Dave his reaction

The Components of CommunicationThe Components of Communication

¨ Communication is the process of sending and receiving messages through spoken or written words or through nonverbal means.

The Components of CommunicationThe Components of Communication

The Stimulus¨ Internal or External—is an event that creates within an

individual the need to communicate. ¨ You respond to the stimulus by formulating a message,

either a verbal message (written or spoken words), a nonverbal message (non-written and non-spoken signals), or some combination of the two.

¨ The Filter consists of a person's unique impression of reality based on

that person's experiences, culture, emotions at the moment, personality, knowledge, socioeconomic status, and other variables. The brain receives the stimulus that is the source of the communication, interprets the stimulus, and derives meaning from it in determining what response—if any—is necessary.

¨ The Message¨ The message consists of the verbal and

nonverbal symbols that represent information you want to transmit. The extent to which your communication achieves its goal depends directly on how you construct your message to suit your audience

¨ The Medium

The medium is the form the message takes. The medium can be oral (for example, a phone call), written (a letter), or nonverbal (a smile).

The destinationThe destination

“The greatest problem in communication is the illusion that it has been accom- plished.”

— George Bernard Shaw


The destinationThe destination

¨ The destination is the point at which the transmitted message enters the sensory environment of the receiver. At this point, control passes from the sender to the receiver, and the transmitted message becomes the source, or stimulus, for the next communication. A response or reaction to a message provides feedback.

FACEFACE

Dave Kaplan Case Study Dave Kaplan Case Study

Verbal communicationVerbal communication

Oral

Videoconferences

Presentations

Phone calls

Meetings

One-on-one conversations

Written

Miscellaneous

Reports

Email

Letters

Memorandums


Annoying Voice Qualities …..Annoying Voice Qualities …..

Whining ,complaining ,or nagging tone 14 %High-pitched ,squeaky voice 16%Mumbling 11%Talking Very Fast 5%Weak ,wimpy voice 4%Flat, Monotonous Tone 4%

Research says that Research says that nearly 60% nearly 60% of all of all communication in business are caused by communication in business are caused by poor listening …poor listening …

1. Most Oral Communication is temporary 2. Written Communication isq Permanentq Major source of documentationq A permanent record for reference in case memory fails or a dispute arises.

Business Communication Session IIBusiness Communication Session II

¨ Direction or flow of communication¨ Barriers to communication

Direction or Flow of communicationDirection or Flow of communication

¨ The Formal Communication Networkq Downward Communicationq Upward Communication q Horizontal Communicationq Cross-Channel Communication

The Formal Communication NetworkThe Formal Communication Network

q Downward Communication-

In most organizations the largest number of vertical communications move downwards –from someone of higher authority to someone of lower authority .


q Upward Communication-Flow of information from lower-lower-level employees to upper-level employees.

q Why is it important ?

1. Provides higher management with the information needed for decision making

2. Cultivates Employee Loyalty

3. Offer suggestions

4. Provides Feedback


q Horizontal Communication-Flow of information among peers within the same work unit .


1. Help co-ordinate work assignments

2. Share information on plan and activities

3. Negotiate differences

4. Develop interpersonal support

5. Cohesive work unit


q Cross- Channel Communication- Exchange of information

among employees in different work units who are neither subordinate nor superior to one another .


1. Specially deployed by staff specialists because their responsibilities typically involve many departments within the organization .

2. They have to rely on persuasive skills.

Downward

Formal communication networkFormal communication network

CEO

VP-1

MGR-1 MGR-2

VP-2

MGR-3 MGR-4

Upward

Horizontal

Cross-Channel



Informal Communication NetworkInformal Communication Network

The grapevine is ...

Transmission of information through

nonofficial channels within the organization .

Informal Communication NetworkInformal Communication Network

Characteristics of the grapevine :¨ Business related (about 80%)¨ Accurate (75% to 95%)¨ Pervasive (at all levels)¨ Rapid¨ Most active during change ¨ Normal

Barriers to Communication Barriers to Communication

¨ Verbal Barriers ¨ Non-Verbal Barriers

Verbal barriersVerbal barriers

¨ Inadequate knowledge or vocabulary

¨ Differences in interpretation (Eg Plastic)

¨ Language differences (Eg US Airline ,GM –Nova ,Electrolux)

¨ Inappropriate use of expressions-Slangs,Jargons,Euphemisms

¨ Overabstraction and ambiguity-Abstract vs Concrete

¨ Polarization

OBER, CONTEMPORARY BUSINESS COMMUN--WICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.7

Nonverbal barriersNonverbal barriers

¨ Inappropriate or conflicting signals

¨ Differences in perception

¨ Inappropriate emotions

¨ Distractions



Ethics and communicationEthics and communication¨ Defamation-False malicious statement

that injures a person’s good name/reputation

¨ Slander-defamation in temporary form¨ Libel-in permanent form in writing

/videotape¨ Invasion of privacy-unreasonable

intrusion¨ Fraud¨ Misrepresentation-false statement

The 3Ps model-The 3Ps model-Practical demonstration of a particular type of Practical demonstration of a particular type of communicationcommunication

¨ Problem

¨ Process

¨ Product



Key termsKey terms

¨ abstract word¨ audience¨ communication¨ concrete word¨ connotation¨ defamation¨ denotation¨ email

¨ ethics¨ euphemisms¨ feedback¨ filter¨ formal communication channel¨ fraud¨ informal communication channel¨ invasion of privacy


¨ jargon¨ letter¨ libel¨ medium¨ memorandum¨ message¨ misrepresentation

¨ noise¨ nonverbal message¨ report¨ slander¨ slang¨ stimulus¨ verbal message¨ web site

bus comm i & ii

Documents

message dave

transmitted message

stimulus marc

dave caplan case

case of dave caplan

nonverbal message nonwritten

business man

aspect of business