The document discusses the process of business communication. It defines communication as a two-way exchange between two or more parties with a mutually understood goal. The key elements of the communication process are the sender, receiver, message, medium, and feedback. It then describes the roles of the sender, receiver, message, medium, and feedback. It also discusses different types of communication based on direction, structure, and expression such as formal, informal, downward, upward, lateral, diagonal, inward, and outward communication.
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Communication is the intercourse by words, letters, symbols or messages, and is a way that one organization member shares meaning and understanding with another - Koontz and O'Donnell.
“Communication is an exchange of ideas, facts, opinions or emotions by two or more persons” – Newman and Summer.
introduction to business communication,types of communication,barriers in communication,guidlelines for effective communication,purpose of Communication
Communication is the intercourse by words, letters, symbols or messages, and is a way that one organization member shares meaning and understanding with another - Koontz and O'Donnell.
“Communication is an exchange of ideas, facts, opinions or emotions by two or more persons” – Newman and Summer.
A presentation on business communicationPRIYANKAVP4
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Communication and Process, Features, Barriers, MeasuresSavita Verma
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Understanding Social Communication at Workplacepallavi75
Communication is a two way process instead of what most people make of it, that is outgoing for the extroverts and the incoming for the introverts and the workplace consists of both types of personality types. Hence , the effective communication should involve the maximum participation between everyone. It should have an optimum balance of the downward communication with the usual formality as well as the informal nature to formulate a friendly environment and equal proprtion of the upward communication which should be a feedback indicator. Transsmission of messages should be flawless and the problems encountered in the process should be effectively managed at the grassroot level.The subordinates should be instructed properly about the procedures without any excess overload that may hamper the progression.In the same way there should be upward transmission of the problems as well as accurate evaluation of the performance and encouragement should be done to boost productivity and build loyalty.
The effective communicable environment is an important asset of a company and the benefits are manifold and ever increasing , this concludes the very importance and the basic need of communication at any workplace.
Organizational Communication (Key Distinctions)Mira Magnaye
Presentation covers the directions of the communication, comparison between internal and external communications, and their significance in the organization.
To succeed in your organization or business depends on how effective communicator you are. Know the basic yet essential information in dealing with people.
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Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
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The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
2. PROCESS OF
COMMMUNICATION
Communication is a two way process
in which there is an exchange of ideas
towards a mutually acceptable goal.
The process of communication
involves two or more persons
participating through a medium that
carries the information for a particular
purpose which is mutually understood
by both sender and receiver.
3. ELEMENTS OF THE
COMMUNICATION PROCESS
Sender / speaker/ Encoder
Receiver / Listener / Decoder
Message
Medium
Feedback
4. SENDER
The person who initiates the
communication process
He from his personal data bank
selects ideas, encodes it and finally
transmits it to the receiver through a
medium
The sender must communicate in a
way that is in accordance with the
expectations of the receiver
5. RECEIVER
A receiver is the targeted audience of
the message.
Receiver gets the message,
understands it, interprets and tries to
perceive the total meaning of the
message as transmitted by the
sender.
He receives the encoded message
and decodes it.
6. MESSAGE
It is the information written or spoken,
which is to be sent from one person to
another.
The message should be organized,
structured, shaped and selective
It is the most important element of
communication
7. MEDIUM/CHANNEL
It is the vehicle which facilitates the
sender to convey the message to the
receiver
Each medium has its own rules and
regulations
Prior to the composition of message,
the medium/channel should be
decided
8. FEEDBACK
It is a loop that connects the receiver
to sender
It ensures that that receiver has
received the message and understood
it as intended by the sender.
Effective communication takes place
only when there is a feedback
9. PROCESS
SENDER
FEED BACK
RECEIVER
ENCODIN
G
DECODIN
MESSAGE G
CHANNEL
10. ENCODING
It is changing the message from its
mental form into symbols i.e. patterns
of words, gestures or signs of a
specific language
11. DECODING
It is the act of translating symbols in
communication into their ordinary
interpretation.
It also includes understanding of
words, tone of speaker and choice of
words used by him
13. FUNCTIONS OF
COMMUNICATION
Information sharing
To provide Feedback
Influence
Problem solving
Assists in Decision making
Group Building
To give Job Instructions
Emotive function
Ensuring effectiveness of policies
15. TYPES OF
COMMUNICATION
ORGANISATIONAL DIRECTION OF
EXPRESSION
STRUCTURE COMMUNICATION
VERBAL
FORMAL UPWARD • ORAL
• WRITTEN
INFORMAL DOWNWARD
NON-VERBAL
LATERAL
DIAGONAL
INWARD
OUTWARD
16. FORMAL COMMUNICATION
Communication that is formally
controlled by managers or people
occupying positions in an organization
It is officially recognized positions
along the line in the organization
The efficiency of an organization
depends on regular flow of messages
which need to be organized into a well
ordered network to ensure that
communication flows easily and
executives are well informed
17. ORGANIZATIONAL
STRUCTURE
BOARD OF
DIRECTORS
MANAGING
DIRECTOR
TOP LEVEL
MANAGEMENT
MIDDLE LEVEL MANAGEMENT
SENIOR SUPERVISORS
FIRST LINE SUPERVISORS
EMPLOYEES
18. ADVANTAGES OF FC
1. Helps in maintaining the authority
structure of the org.
2. Better cooperation and coordination
among employees
3. Overlapping of communication does not
occur
4. It is trustworthy
5. Helps in maintaining protocol and
respect of organisation structure
6. Follow up and compliance becomes
easy
19. ADVANTAGES OF FC
1. Free from biasness
2. Minimal chance of information
leakage
3. Away from gossip
EXAMPLES
Memos, Circular, Notice, Policies,
Reports, Feedback
20. DISADVANTAGES
Time consuming
Does not allow social and emotional
bonds to be created
Stands in between free flow of
information between organizational
levels
21. INFORMAL COMMUNICATION
The communication which flows
around water coolers, down hallways,
through lunch rooms and wherever
people get together in groups
The communication which is required
to fulfill the social need of human
being i.e. sharing one‟s emotions,
feelings..
22. FACTORS RESPONSIBLE FOR
GRAPEVINE COMMUNICATION
Feeling of uncertainty or lack of sense
of direction
Lack of self confidence
Feeling of insecurity or isolation when
your group is changed
Some unusual happening in the
organization
Personal problems of the employees
23. TYPES OF GRAPEVINE
CHAINS
Single Strand- A to B, B to C……
Gossip - A to many people together
Probability – Telling randomly to
anyone
Cluster – A to many, many to many
24. ADVANTAGES
Speedy transmission
Immediate Feedback
Support to other channels
Psychological satisfaction
Uniting force
Creation of ideas
Good personal relations
25. DISADVANTAGES
Can not be taken seriously
Do not carry complete information
Distorts information
Hampers production
Chances of misinterpretation
Lack of accountability
26. HOW TO REDUCE GRAPEVINE
IN ORGANISATION
Keep the employees well informed
about policies, plans and prospects
Fruitful group activities that enhance
self worth and update knowledge
should be held frequently
Managers should have open door
policy
Create healthy environment where
there is a room for personal talk
Involve employees in decision making
27. HOW TO REDUCE GRAPEVINE
IN ORGANISATION
Rumours should not be encouraged
Managers should listen the problem of
employees empathetically
28. COMMUNICATION BASED ON
DIRECTION
DOWNWARD COMMUNICATION
◦ Communication that flows from top to
bottom
◦ It means flowing through the hierarchical
system
◦ This type of communication exists in
organization where there is authority
structure
29. HIERARCHY
CEO
BUSINESS BUSINESS
HEAD HEAD
EXECUTIVE1 EXECUTIVE2 EXECUTIVE3
30. TYPES OF DOWNWARD
COMMUNICATION
• INSTRUCTIONS
• MEMORANDA
• NOTICE
WRITTEN •
•
POLICY STATEMENTS
MANUALS/HANDBOOKS
• INSTRUCTIONS
• SPEECHES
• MEETINGS
ORAL • TELEPHONE CALL
31. UPWARD COMMUNICATION
Communication that flows from bottom
to top i.e. from lower hierarchical level
to higher level.
It is mainly used to tell superiors what
is happening at the lower levels
It can flourish only in democratic
organisations
Example feedback, suggestions,
complaints, reports
32. OMBUDPERSON/OMBUDSMA
N
Acts like a liaison between the top
management and employees
Promotes upward communication by
discussing the concerns of employees
with the management
It promotes valuable upward
communication link and prevents
scandals and legal costs by timely
action on part of appropriate person
34. LATERAL/HORIZONTAL
COMMUNICATION
Communication that takes place
between 2 or more persons who are
subordinates working under the same
person i.e. working at same level
35. DIAGONAL/CROSSWISE
It includes flow of information among
persons at different levels who have
no direct reporting relationships
It is used to speed up information flow,
improve understanding and co-
ordinate efforts for achievement of
organizational objectives
37. INWARD COMMUNICATION
Includes all the information received by the
organisation from external agencies like
government, other organisations, suppliers,
customers, competitors, media or
shareholders
It can be
◦ Letters
◦ Emails
◦ Offers
◦ Orders
◦ Complaints
◦ Notice
◦ Suggestions
◦ Requests
38. OUTWARD COMMUNICATION
Communication which the
organisation maintains with the
outside world.
It is a difficult task as interaction takes
place between a large number of
people belonging to various
disciplines, with different personalities
and expectations.
This communication creates the image
of a company in eyes of outside world
39. FORMS OF OUTWARD
COMMUNICATION
◦ ADVERTISEMENTS
◦ MEDIA INTERACTION (PRESS NOTES,
CONFERENCE)
◦ NEGOTIATIONS
◦ MAILS
◦ TENDERS
◦ TELEPHONE CALLS
◦ LETTERS
40. ORAL COMMUNICATION
Anything that emanates from the
mouth is referred to as oral
communication
The words used and the manner in
which these words are pronounced
forms the major component of oral
Supervisors –
25%
communication
Executives – 65-
75%
Top Management
– 90%
41. FEAURES
Instantaneous two way process
One off exercise
Day to day language
Presence of sender and receiver
Principles – Accuracy, Clarity, Brevity
Effect of body language and speech
modulation
It cannot be erased or mended
42. METHODS OF ORAL
COMMUNICATION
A. AMONG INDIVIDUALS
• Face to face conversation
• Interviews
• Telephonic conversation
• Grapevine
44. ORAL COMMUNICATION
SKILLS
A manager should be able to converse or
discuss persuasively, effectively and
convincingly. Thus he must have
following oral communication skills
Help in problem solving
Resolve conflict
Influence people to work together
Be assertive without being aggressive
Develop listening skills
Be an effective negotiator
45. ADVANTAGES
Immediate feedback
Better relationship
Time saving
Effective tool of persuasion
Effective tool of group communication
Economical
Allows to measure effectiveness
immediately
It is the only way out during an
emergency
46. DISADVANTAGES
Lack of retention/documentation
Distortion in passing the message
No legal validity
Possibility of misunderstanding
Unsuitable for long messages
Difficulty in assigning responsibility
It is constrained by physical barriers
Not effective when target group is
spread out
47. TIPS FOR EFFECTIVE ORAL
COMMUNICATION
Be confident
Use simple language and familiar words
Be brief and precise
Avoid use of slang words
Be sensitive and courteous to the
listener
Don‟t be repetitive
Hear the other person too
Maintain eye contact
Exhibit positive gestures and body
language
48. WRITTEN
COMMUNICATION
Communication that can be expressed
in written words of any language
Most businesses rely on records and
written documents, rather than on
verbal contracts and oral
commitments
It reaches out across vast
geographical areas and target readers
around the world
49. METHODS OF WRITTEN
COMMUNICATION
Letters Manuals Reports
Memorandum Handbook Email
Notices Agenda Complaints
Circulars Minutes Forms
50. CHARACTERISTICS OF
WRITTEN COMMUNICATION
Most formal type of communication
Used for documentation
Used for circulation of information
Conventional by nature
Presence of sender and receiver is not
necessary at the same time
A creative activity
It has few cycles
Time factor
51. ADVANTAGES OF WRITTEN
COMMUNICATION
Ready reference
Legal defense
Promotes uniformity
Mass access
Suitable for distance communication
Image building
Accurate and unambiguous
Permanent in nature
Permits substitution and revision
52. DISADVANTAGES OF
WRITTEN COMMUNICATION
Limited to literate world
Time consuming
Lot of paper work
Needs expertise in expression
Lack of immediate feedback
Costly
More man hours needed
No immediate feedback or clarification
53. NON VERBAL
COMMUNICATION
Communication which does not
involve use of words, neither spoken
nor written
It is the wordless message received
through the medium of gestures,
signs, body movements, facial
expressions, tone of voice, colour,
time, space…
54. CHARACTERISTICS OF NON
VERBAL COMMUNICATION
Instinctive – indicates the attitude,
feelings of the speaker
Less conscious – less deliberate
Subtle – difficult to understand
Complimentary to verbal
communication
Forms the larger part of the overall
communication activity
55. Classification of NON VERBAL
COMMUNICATION
PROXEMICS (SPACE
TIME LANGUAGE PARA LANGUAGE SIGN LANGUAGE
LANGUAGE)
KINESICS (BODY LANGUAGE)
VOICE
FEATURE FIXED • PITCH VARIATION
• SPEAKING SPEED VISUAL SIGNS
SPACE
FACIAL • PAUSE
EXPRESSIONS • NONFLUENCIES
• VOLUME VARIATION
• PRONUNCIATION
SEMI FIXED AUDIO/SOUND
SPACE SIGNALS
EYE CONTACT
PERSONAL SPACE TOUCH
GESTURES
SURROUNDINGS
• COLOUR
• LAYOUT AND DESIGN
BODY POSTURES WORD STRESS
APPEARANCE
56. KINESICS
Kinesics means body movements.
Body language is a reflection of
thoughts and feelings
By nodding our head, blinking eyes,
waving hands; we send out signals
and messages which are louder than
words.
Our body consciously and
unconsciously carries messages,
attitudes and moods indicating
warmth, indifference positive and
57. 1. Facial expressions
“The face is the index of heart”
Whatever we feel deep within
ourselves is at once reflected in our
face making facial expressions an
integral part of communication.
The face and eyes are the most
expressive means of body
communication.
60. 2. Eye Contact
Eye contact is one of the most
powerful forms of non verbal
communication
When we look at somebody‟s face, we
primarily focus on his eyes and try to
understand what he means.
The eyes along with eyebrows, eyelids
and size of pupils convey our
innermost feelings
61. HOW AN EYE COMMUNICATES
It shows emotions and establishes
conversational regulators
Monitors feedback
Serves as a reminder
It creates discomfort or anxiety
Depicts confidence level
62. 3. GESTURES
Physical movement of arms, legs,
hands, torso and head that help one to
express thoughts and emphasize
one‟s speech is called GESTURES
63. a) EMBLEMS
EMBLEM MEANING
PATTING THE STOMACH HUNGRY/FULL
NODDING THE HEAD YES/NO
PATTING THE ADJACENT SEAT SIT BESIDE ME
YAWNING BORED/SLEEPY
PLACING FINGER ON LIPS BE SILENT
SCRATCHING HEAD FRUSTRATION/CONFUSED
WAVING HELLO/BYE
B) Illustrators – it illustrates the
words which a speaker is saying
64. C) Regulators – they control oral
communication by alerting the sender
to the need of hurry up, slow down or
repeat something
D) Displays – indicate emotional
states such as anger and fear. People
have less control over them. Eg. Face
turning red
E) Adaptors – gestures of which
people are not aware while
performing. Eg yawning, crying
65. 4. Body posture
The body posture and position
conveys a variety of messages
“Hold your head high” – a sign of
honour, self respect, confidence
Posture depicts the interest in another
person
66. 5. APPEARANCE
It includes clothing, hair, jewellery,
cosmetics
A dress speaks about a person‟s
attitude towards life, work, colleagues
and his own feelings
Choice of shoes, hair style also
convey meaning in a non verbal form.
67. PROXEMICS OR SPACE
LANGUAGE
It is the study of how we communicate
with the space around us
Proxemics is made from “Proxemity”
which means nearness
How close or far people stand in
relation to each other, or sit in a room,
or how the office furniture is arranged
conveys a lot of things.
68. EDWARD T.HALL – types of
space
1.FEATURE FIXED SPACE – it refers
to buildings and other fairly
permanent structures, such as walls.
The manner in which buildings are laid
out and the sequence of rooms and
offices have a considerable influence
on communication.
Evidence reveals that bigger the fixed
place, higher will be the status of
individuals in organization.
69. 2. SEMI FIXED FEATURE SPACE – the
arrangement of moveable objects,
such as desk and chairs
The quality of furniture has considerable
influence on the status of the
individuals
70. 3 PERSONAL SPACE – physical
distance between us and other people
tells us about our relation and nature
of communication with them. It can be
divided into 4 circles:
a) Intimate Zone – up to 18 inches
b) Personal Zone – 18 inches to 4 feet
c) Social Zone – 4 to 12 feet
d) Public Zone – 12 feet to as far as we
can see and hear
71. COLOURS
Different colours are associated with
different behaviour patterns, attitudes
and cultural backgrounds
People make serious efforts to choose
the right colour for any significant
moment.
An indifference to choice of colour is
regarded as lack of sophistication
72. LAYOUT AND DESIGN
Much attention is paid to layout of
conference room, reception and
working area in an office
The space arrangement, architecture,
carpeting, design convey a meaning
73. TIME LANGUAGE
Type of communication wherein we
communicate with others in terms of
time by showing them in our own
cultural way, what time means to us.
“Time is Money”
While people in the West are time
conscious, attaching the highest
importance to punctuality, people in
the East have a more relaxed attitude
towards time .
74. CHROMATICS
The way we use and structure time
can send intentional and unintentional
messages about what we value and
whom we consider to be important.
75. PARA LANGUAGE
It is defined as the type of non verbal
communication that includes
articulation, rate, pitch, volume,
pauses and other vocal qualities.
Verbal communication consists of
“what” or the contents whereas para
language involves “how” of a
speaker‟s voice or the way in which he
speaks.
76. 1. VOICE
Voice tells us about the background,
education and temperament of a
person.
It is very important for every individual
to have a clear and pleasant voice for
communication.
SPEAKING
PITCH VARIATION PAUSE
SPEED
VOLUME
NONFLUENCIES PRONUNCIATION
VARIATION
77. PITCH VARIATION
The property of sound that varies with
variation in the frequency of vibration
A high pitch indicates nervousness,
anxiety, tension, fear, anger or joy
A low pitch shows affection, sadness,
boredom or empathy
78. SPEAKING SPEED
As a general rule, we should present
the easy parts of a message in a brisk
pace, and difficult, complicated
information at a slower pace
At the time of emergency, anxiety and
impatience; one tends to increase the
speaking speed
Decrease in speaking rate can
indicate shyness or thoughtfulness
79. PAUSE
The pace or speed of speaking is also
accompanied by a pause
We cannot and we should not go on
speaking without pausing voluntarily and
involuntarily
A pause can be highly effective in
emphasizing the upcoming subjects and
in gaining listener‟s attention
Too much pauses can distract the
listener
A speaker must ensure right use of
80. NONFLUENCIES
Speech is not always a continuous
string of meaningful words. It is
normally scattered with intervals which
may be inserted with sounds like „ah‟,
„oh‟ ,‟um‟, „you know‟, „like‟ etc
It may also include laughing and
chuckling
They are mainly used to break the
monotonous part of the speech
81. VOLUME VARIATION
Volume is quality of voice that
frequently conveys meaning of our
conversation
The loudness of our voice should be
adjusted according to the size of
audience
Voice volume tends to vary with
emotional and personality
characteristics of speaker
82. LOUDNESS SOFTNESS
ANGER AFFECTION
CHEERFULNESS BOREDOM
JOY SADNESS
HIGH STATUS LOW STATUS
FEARLESSNESS FEAR
STRENGTH EMPATHY
84. 2. WORD STRESS
By placing stress or emphasis on a
word or part of sentence, the entire
meaning is changed
85. SIGN LANGUAGE
Communication is a process involving
the use of mutually understood signs
and symbols between the sender and
receiver of a message
The signs are of two types; visual and
audio signs
Smell, touch and taste also
communicate because sensory
perception and impressions are a
necessary part of human existence
86. 1. VISUAL SIGNS
“A picture is worth a thousand words”
Visual signs are a universal language
understood by anybody anywhere
MAPS AND
PAINTINGS POSTERS
DIAGRAMS
LIGHTS FLAGS
88. 3. TOUCH
Intimate Touch – between a child and
mother to show love and affection
Friendly Touch – between friends to
show warmth and friendly attitude
Professional Touch – doctor and
patient
Social Touch – handshaking, blessing
the younger's, patting one‟s back