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Business communication
Communication is the process of sending and receiving messages between parties. There are several key aspects of communication including senders and receivers, messages and channels, encoding and decoding of messages, and feedback. Effective communication requires understanding factors like perception, motivation, barriers, and following guidelines. Business communication is the intentional and unintentional sending and receiving of messages within an organization. It is complex, competitive, group and task oriented, and data-based. Formal and informal networks, as well as the span of control, impact information flow within organizations.
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Business communication
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- 3. COMMUNICATION Communication is the processof sending and receiving messages between parties
- 4. Basic Model OfCommunication
- 6. THE NATURE OF COMMUNICATION 1-Sendersand Receivers 2-Transmitters and Receptor 3-Messages and Channels 4-Decoding, Meaning, and Encoding 5-Feedback
- 7. Senders & Receivers Eachhave goals and objectives The sender may want to change the receiver’s mind The receiver may not want to have his mind changed
- 8. Transmitters and Receptors isthe equipment by which information is sent Information can be sent verbally and nonverbally
- 9. Messages and Channels arethe vehicles by which information is communicated. direct expressions symbolic representations
- 10. Decoding, Meaning, andEncoding Decoding is the process of translating messages from their symbolic form into interpretations that can be understood. Meanings are the facts, ideas, feelings, reactions, or thoughts that exist whitin individuals, and act as a set of “filters” through which the decoded messages are interpreted. Encoding is the process by which messages are put into symbolic form
- 11. Feedback is the processby which the receiver “reacts” to the sender’s message It is necessary to let the sender know that the message was (a) actually received, (b) encoded, (c) ascribed with the same meaning that the sender intended
- 12. BASIC PRINCIPLES OF COMMUNICATION Itis impossible to avoid communicating Communication is largely nonverbal Context affects communication Meanings are in people, not in words
- 13. BASIC PRINCIPLES OF COMMUNICATION(cont’d) Communication is irreversible Noise affects communication Communication is circular Creating common goal is essential Communication has effects
- 14. VERBAL AND NONVERBAL MESSAGES Basicways in which people send and receive messages
- 15. Verbal Messages Messages sentverbally are messsages expressed in words The science of semantics
- 16. Nonverbal Messages About 65percent of the meanings people get from a communication Voice Physical Movements Space “your lips tell me ‘no,no’ but there is ‘yes,yes’ in your eyes”
- 17. ADAPTING MESSSAGES TO PURPOSEAND AUDIENCE increase the probabilty that communication will be successful Language Format Style
- 18. Language Appropriate language isthe language that has been adapted to the receiver while retaining a naturalness with respect to the sender
- 19. Format Depends on the receiver(audience) and on the purpose.
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- 22. Arena Adjectives selected byboth the participant and his or her peers Represents traits of the participant of which both they and their peers are aware. “I know my name, and so do you.”
- 23. Façade Adjectives selected onlyby the participant, but not by any of their peers Represents information about the participant of which their peers are unaware “I have not told you, what one of my favorite ice cream flavors is.”
- 24. Blind Spot Adjectives thatare not selected by the participant but only by their peers “we could be eating at a restaurant, and I may have unknowingly gotten some food on my face. This information is in my blind quadrant because you can see it, but I cannot.”
- 25. Unknown Adjectives which werenot selected by either the participant or their peers “I may disclose a dream that I had, and as we both attempt to understand its significance, a new awareness may emerge, known to neither of us before the conversation took place.”
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- 33. BARRIERS FOR EFFECTIVEBARRIERSFOR EFFECTIVE COMMUNICATIONCOMMUNICATION Ayşe Bilge ÇAKIRAyşe Bilge ÇAKIR
- 34. Tangible DifferencesTangible Differences GenderGender AgeAge RaceRace Nationalor CulturalNational or Cultural OriginOrigin Socioeconomic ClassSocioeconomic Class Education LevelEducation Level Urban or RuralUrban or Rural ResidenceResidence
- 35. GENDERGENDER Major influence onthe way weMajor influence on the way we communicate with others.communicate with others. When men and women work together inWhen men and women work together in a group, men tend to be more assertivea group, men tend to be more assertive and self-confident.and self-confident. Women are more likely than men toWomen are more likely than men to express their emotions, to reveal howexpress their emotions, to reveal how they feel about a situation.they feel about a situation.
- 36. AGEAGE YYoung people andold people communicateoung people and old people communicate in different waysin different ways.. WWe do tend to judge a statement bye do tend to judge a statement by different standards if we know thedifferent standards if we know the speaker’s agespeaker’s age.. AA person’s age orperson’s age or gendergender is notis not important in judging the truth orimportant in judging the truth or wisdom of what that person sayswisdom of what that person says ..
- 37. Their maturity, theireducationalTheir maturity, their educational backgrounds, and the different eras inbackgrounds, and the different eras in which they grew up make awhich they grew up make a GGenerationeneration GGapap inevitableinevitable..
- 38. Intangible DifferencesIntangible Differences PerceptionPerception MotivationMotivation TunnelVisionTunnel Vision EgoEgo DefensivenessDefensiveness NegativeNegative EmotionsEmotions
- 39. PERCEPTIONPERCEPTION Our physical limitationsare a screen through which we perceive things that exist in our environment. Our perception is also limited by psychological screens that we have developed. Choosing from among the many things within our range of perception those that we will notice, and block out the rest is called ““Selective PerceptionSelective Perception””
- 40. Mother: Will youstraighten up your room? Teenager: Why? What’s messy?
- 41. Selective PerceptionSelective Perception AAllows us not only to block out thingsllows us not only to block out things that are there, but also to see morethat are there, but also to see more things than are there.things than are there. Leads us toLeads us to make our own reality!make our own reality! MMost clearly seen in the humanost clearly seen in the human tendency to stereotype otherstendency to stereotype others..
- 42. MOTIVATIONMOTIVATION A Motive isaA Motive is a Reason ForReason For Action!Action! The most strongest motivationsThe most strongest motivations are those that are most personal.are those that are most personal. We are motivated by money, fame,We are motivated by money, fame, power, love, status, security, skill,power, love, status, security, skill, ambitionambition...etc...etc It can be both positive or negativeIt can be both positive or negative.
- 43. TUNNEL VISIONTUNNEL VISION AAclosed way of thinking, especiallyclosed way of thinking, especially aboutabout abstract topics, such asabstract topics, such as religion andreligion and politicspolitics. The person with tunnel vision is one whoThe person with tunnel vision is one who has firmly fixed ideashas firmly fixed ideas The opposite side isThe opposite side is open-mindednessopen-mindedness PersonPerson with tunnel visionwith tunnel vision hashas attitudeattitude seems to say; “I’ve already made up myseems to say; “I’ve already made up my mind, Don’t confuse me with the facts!!!”mind, Don’t confuse me with the facts!!!”
- 44. EGO DEFENSIVENESSEGO DEFENSIVENESS AAresponse pattern in which a personresponse pattern in which a person who follows this pattern sees awho follows this pattern sees a disagreement as a personaldisagreement as a personal attactattact .. A self-centered communication More than just being selfish
- 45. NEGATIVE EMOTIONS Almost alwaysobstacles to good communication! Especially true if the emotion is uncontrolled, unfocused, or misdirected.
- 46. DISTORTION BARRIERS 1.1. DDiistractstractiionsons 2.2.SemantSemantiic Problemsc Problems 3.3. AbsenAbsencce Of Feedbacke Of Feedback 4.4. ClCliimatemate 5.5. Status And Power DStatus And Power Diifferencesfferences
- 47. DDiistractstractiionsons It occursIt occurswhere peoplewhere people aarere cconstantlyonstantly comingcoming in andin and leaving for oneleaving for one reason orreason or another, andanother, and eexperincedxperinced thethe frustration thatfrustration that isis created by thiscreated by this ddistractingistracting traffic flowtraffic flow.
- 48. Semantic Problems DDistortion incommunication comesistortion in communication comes from semantics- the use of wordsfrom semantics- the use of words or expor expresressions which have asions which have a different meaning for the senderdifferent meaning for the sender or receiveror receiver. CCreated when communicators usereated when communicators use technical jargon- usage common totechnical jargon- usage common to a particular field or specializationa particular field or specialization..
- 49. Status And Power DifferencesDifferencesin communications are likely to parallel the differences in power. Imbalance or asymmetry in negotiating power leads the high power party to perform significantly better than the low power party.
- 50. GUIDELINES FOR EFFECTIVE COMMUNICATION ℘BeExact ℘Use the word “is” carefully ℘Avoid Overgeneralization ℘Be sensitive to connotative meaning ℘Do not to overuse you or your ℘Count from 1 to 10
- 51. GUIDELINES FOR EFFECTIVE COMMUNICATION ℘Recognizethat you don’t know all the answers to all questions ℘Always remember that what others may not mean the way we think they mean it ℘Focus on common interests rather than differences ℘Think positive
- 53. IMPROVING COMMUNICATIONIMPROVING COMMUNICATION EFFECTIVENESSINEFFECTIVENESS IN NEGOTIATIONNEGOTIATION ♣QUESTIONING For clarifying communications, and eliminating noise and distortion . ♣ACTIVE LISTENING / REFLECTING ♣ROLE REVERSAL Understand the other’s position by actively arguing his position to his satisfaction.
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- 55. What is “Business Communication”? sendingand receiving of messages in an organization
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- 57. Characteristics of Business Communication Complex, Competitive, Group oriented, Task oriented, Data based .
- 58. Carter and Huzan(1981),studied the nature of a business Telephone People-to-people communication Typing People-to-paper communication Copying Paper-to-paper transfer Storing Paper-to-file transfer Information retrieval Files-to-people transfer
- 59. Employees Responsibility They shouldserve as; Interpreter Humanizer Promoter
- 60. Communication Skills Listening Writing Interviewing Group discussion Interpersonalcommunication Public speaking Nonverbal communication Problem solving Telephone communication
- 62. Communication Ethics Communication ethicsis the consideration of the rightness of wrongness of a given communication act.
- 63. CEO Vice-President, Auxiliary Services Vice-President, Research and Development Vice-President, Manufacturing Engineering Vice-President, Sales Marketing Vice-President, Services Technical Assistance Maintenance Supplies Production development Product refinement Personal computers XT computers ATComputers CRX 1000 PC CRX 2000 XT CRX 3000 AT Individual customers Business applications Communication Networks
- 64. Line networksnormally involve superior-subordinate relationships. Staff relationships between the members of an organization are most often advisory in nature. Communication Networks (cont’d)
- 65. Formal Networks Formalnetworks are legitimate and often indicated by an organization chart that displays who answers to whom. Formal networks indicate a unity of command. Formal communication networks contain more of the written, predictable, and routine communications CEO Vice-President, Auxiliary Services Vice-President, Research and Development Vice-President, Manufacturing Engineering Vice-President, Sales Marketing Vice-President, Services Technical Assistance Maintenance Supplies Production development Product refinement Personal computers XT computers AT Computers CRX 1000 PC CRX 2000 XT CRX 3000 AT Individual customers Business applications
- 66. Informal Networks Informalnetworks are unofficial channels through which information passes in an organization. Informal networks are faster, richer, and often more accurate, and communication is more likely to be face-to-face.
- 67. Span Of Control Thesmaller the span of control, the more communication access each employee will have to the supervisor.
- 68. Grapevines Conrad (1990); “Becauseusing formal communication networks takes so much time and effort, people may have choose to not communicate at all if they have no formal channels available. Even ‘gossip’ and ‘rumors’ usually provide accurate information”. Such networks are called grapevines.
- 69. CEO Division Manager Departme nt Head Departme nt Head Departme ntHead Departme nt Head Departme nt Head Departme nt Head Departme nt Head Departme nt Head Departme nt Head Division Manager Division Manager (a) CEO Manag er Manag er Manag er Manag er Manag er Manag er Manag er Manag er Manag er Manag er Manag er (b) (a) Tall Organization structure (b) Flat Organization structure Information Flow in Business Organizations
- 70. Information Flow inBusiness Organizations Downward communication occurs when a manager or supervisor sends a message to one or more subordinates. Upward communication occurs when messages flow from subordinates to managers or from supervisors to executives. Horizontal communication occurs between people at the same level, or between people at corresponding levels in different divisions.
- 71. Information Flow inBusiness Organizations Organizational theorists Tannenbaum and Schmidt, displays the range of communication styles The more you control, the less you involve; The more you involve, the less you control.
- 72. Instructing, explaining.Instructing, explaining. Donot need yourDo not need your audience’saudience’s opinions.opinions. persuadingpersuading You want your audienceYou want your audience to do somethingto do something differentdifferent Conferring, you want toConferring, you want to learn from them yetlearn from them yet the control thethe control the interactioninteraction somewhatsomewhat Collaborating,you andCollaborating,you and your audience areyour audience are working together toworking together to come up with thecome up with the contentcontent
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