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BUSINESS COMMUNICATION
INTRODUCTION
Good communication is as stimulating as black coffee and just as hard to sleep after. Communication is a process by which information is transmitted and understood between two or more people. It should include both transference and the understanding of meaning. Communication is the life blood of social as well as corporate world. We exist because we communicate. Even our silence communicates a lot. We all have a layman’s idea of what communication is , but let us try to understand the concept fully so that we can use it effectively. Communication is the process by which we exchange meanings , facts , ideas ,opinions or emotions with other people. It is an essential condition of our existence and the most important activity of ours. The word communication has been derived from Latin word “ communicare/communis’ that means to ‘share’ or ‘participate’. Everybody knows that most of the time , through speech or writing or any other means like exchange of a common set of symbols , we are sharing information with other human beings. It is , therefore , first and foremost a social activity. Man as a social animal has to communicate. Communication is an exchange of facts , ideas , opinions or emotions by two or more persons. General communication is different from business communication / Administrative communication. According to William Scott in his book organizational theory “ Administrative communication is a process which involves the transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizational goals” Communication is the process of sending and receiving messages. However it is said to be effective only when the message is understood and when it stimulates action or encourages the receiver to think in new ways.
OBJECTIVES OF COMMUNICATION
1. STRONGER DECISION MAKING
Your ability to communicate effectively increases productivity , both yours and your organization.
- INCREASED PRODUCTIVITY With good communication skills , you can anticipate problems , make decisions , co-ordinate work flow , supervise others , develop relationships and promote products and services.
- STEADIER WORK FLOW Communication acts as tool for the effective work related flow of information.
- STRONG BUSINESS RELATIONSHIPS & ENHANCED PROFESSIONAL IMAGE You can shape the impressions you and your company make on colleagues , employees ,supervisors , investors ,and customers in addition to perceiving and responding to the needs of these stakeholders(the various group you interact with ) without effective communication , people misunderstand each other and misinterpret information. Ideas misfire or fail to gain attention and people and companies flounder.
- CLEARER PROMOTIONAL MATERIALS Your organizations need for effective reach of company name and public promotions are based on effective promotional material such as advertisements , bill boards , online add , posters etc are all communicated for effective message delivery and meaning.
12. WARNING
If the employees do not abide by the norms of the organization warning is a power communication tool and it can be general and specific. Specific warning should be administered in private and after thorough investigation. The aim of the warning should be the organization betterment.
- RAISING MORALE AND MOTIVATION Morale stands for mental health and it is a sum of several qualities like courage , resolution , confidence .High morale and effective performance go hand to hand. Motivation is a process that account for an individual intensity, direction , and persistence of effort towards attaining a goal.
- TO GIVE AND RECEIVE INFORMATION Communication’s main idea is to give and receive information because managers need complete , accurate and precise information to plan and organize employee need it to translate planning in to reality. Information will cover all aspects of the business.
- TO PROVIDE COUNSELLING Counseling is given to solve employees mental stress and improve the employees productivity.
- TO IMPROVE DISCIPLINE Finally discipline is the foremost part of any business communication. The various disciplinary codes are effectively communicated to employees through disciplinary codes.
COMMUNICATION PROCESS MODEL
PHASE 1
A Person has an idea or thought which he wants to communicate to the other person. Now the sender sends the message with a carefully selected medium and channel. The sender encodes the idea (i.e) Written or spoken word , facial expression , gesture. The message length,tone, and style all depends on your audience and your personal style or mood. The sender transmits the message to the receiver in a form of channel (i.e) Telephone , letter , memo , email , report , face to face exchange. PHASE 2 The message will now enter in to the sensory world of the receiver. Sensory world we mean all the noise that surrounds a person that the senses sight, hearing, smell, taste, touch can detect. PHASE 3 From this sensory world the receiver picks up the messages through his senses. But receiver senses cannot detect all that exists in the world around him. Just how much they can detect depends on a number of factors. One is the ability of his senses. As you know not all eyes see equally well and not all ears hear equally well. And so it is with the other senses. Another factor is receiver mental alertness. There are times when he is keenly alert to all that his senses can detect, and there are times when he is dull – in a stupor, a daydream, or the like. Then there are the distractions “NOISES” that occur around receiver at the moment. They can weaken, perhaps even eliminate, the stimuli sent. Furthermore, receiver cultural background has sensitized him more to some stimuli than to others. Yet another limiting factor is the receiver will. In varying degrees, the mind is able to tune in
called feedback. This response may be through words, gestures, physical actions or some other means. PHASE 7 When receiver elects to communicate a response, through his mind he determines the general meaning encoding that the response will take. This process involves the most complex workings of the mind, and we know little about it. There is evidence, however, that ability, here and throughout this stage, is related to one’s intelligence and the extent that one permits the mind to react. Receiver ability to evaluate filtered information and formulate meaning also is related to his stage, is related to one’s intelligence and the extent that one permits the mind to react. Receiver ability to evaluate filtered information and formulate meaning also is related to his ability with language. Ability with language equips one with a variety of symbols, words and other ways of expressing meaning. And the greater the number of symbols one possesses, the better one can be at selecting and using them. Receiver ends this stage of the communication process by forming a message. That is, he converts meaning in to symbols decodes mainly in to words, and then he sends these symbols to sender. He may send them in a number of ways: as spoken words, written words, gestures, movements, facial expression, diagrams on paper etc. PHASE 8 When receiver sends his message to sender, one cycle of the communication process ends. Now a second cycle begins. Now the sender becomes the receiver and receiver becomes the sender. The message enters receiver sensory world. Her senses pick it up and send it through her nervous system to her brain. There her unique mental filter influences the meaning he gives to sender message. This filtered meaning also may bring about a response. If it does, receiver, through her mind, selects the symbols for his response. Then he sends them to sender, and another cycle of communication begins. The process may continue, cycle after cycle, as long as both sender and receiver want to communicate. Although our description of the communication process illustrates face to face, oral communication, it also fits written communication. But there are some differences. Perhaps the most significant difference is that written communication is more likely to involve creative effort. It is more likely to be thought out, and it may even begin in the mind rather than as a reaction to a message received. A second differences is the time between cycles. In face to face communication, cycles occur fast,
often in rapid succession. In written communication, some delay occurs. How long the delay will be varies. While instant and text messaging may be read within a few seconds of sending, fax or email messages may be read within few minutes after they are transmitted, letters in a few days, reports perhaps in days, weeks, or months. Because they provide a record, written messages may communicate over extremely long time periods. A third difference is that written communication usually involves a limited number of cycles and oral communication usually involves many. In fact, some written communication is one cycle communication. That is a message is sent and received, but none is returned. FORMS OF ORGANIZATIONAL COMMUNICATION Whether an organization is large , small or virtual , sharing information among its parts and with the outside world is the glue that binds the organization together. When you join a company , you become a link in its information chain. Whether you’re a top manager or an entry-level employee , you have information that others need in order to perform their jobs, and others have information that is crucial to you. To succeed organization must share information with people both inside and outside the company. It includes the internal and external structure through which messages pass and the way information is presented , as well as the actual content of the messages themselves. As you exchange information with people inside and outside the organization you use a variety of formal and informal forms of communication. COMMUNICATION FORMAL INTERNAL Planned communication among with insiders ( letters , reports , memos , e-mail ) that follows the company’s chain of command EXTERNAL Planned communication with outsiders ( letters , reports , memos , speeches , websites and news release )
slowdown in the flow of customers. Managers and co-workers need these little gems of information in order to do their jobs. Internal communication helps employees do their jobs , develop a clear sense of the organization’s mission and identify and react quickly to potential problems. To maintain a healthy flow of information within the organization , effective communicators use both formal and informal channels. Formal internal communication network : The formal flow of information follows the official chain of command. There are organizational charts in many company’s which commands good communication flow. In organization information flows down , up , and across the formal hierarchy. Downward flow : Organizational decisions are usually made at the top and then flow down to the people who will carry them out. Most of what filters downward is geared towards helping employees do their jobs. From top to bottom , each person must understand each message , apply it , and pass it along. Upward Flow : To solve problems and make intelligent decisions , managers must learn what’s going on in the organization. Because they can’t be everywhere at once, executives depend on lower-level employees to furnish them with accurate , timely reports on problems , emerging trends , opportunities for improvement , grievances , and performance. Horizontal flow : Communication also flows from one department to another , either laterally or diagonally. This horizontal communication helps employees share information and coordinate tasks , and it is especially useful for solving complex and difficult problems. Formal organization charts illustrate how information is supposed to flow. In actual practice , however , lines and boxes on a piece of paper cannot prevent people from talking with one another. Informal internal communication : Every organization has an informal communication network known as grapevine that supplements official channels. As people go about their work , they have casual conversations with their friends in the office. Although many of these conversations deal with personal matters , about 80 percent of the information that travels along the grapevine pertains to business. The informal communication network carries information along the organization’s unofficial lines of activity and power. The grapevine is an important source of information in most organizations.
EXTERNAL COMMUNICATION: The external communication network links the organization with the outside world of customers , suppliers , competitors , and investors , journalists , and community representatives. Sometimes this external communication is carefully orchestrated – especially during a crisis. At other times it occurs informally as part of routine business operations. Formal external communication : Companies use external communication to create a favorable impression. Whether by letter , website , phone , fax , internet , or videotape , good communication is the first step in creating a favorable impression. Carefully constructed letters , reports , memos , oral presentation , and websites convey an important message to outsiders about the quality of your organization. Messages such as statements to the press , letters to investors , advertisements , price increase announcements and litigation updates require special care because of their delicate nature. Therefore , such documents are often drafted by a marketing or public relations team – a group of individuals whose sole job is creating and managing the flow of formal messages to outsiders. The public relations team is also responsible for helping management plan for and respond to crises – which can range from environmental accidents or sabotage situations to strikes , massive product failure , major litigation , or even an abrupt change in management. To minimize the impact of any crisis , expert communicators advise managers to communicate honestly , openly , and often. If handled improperly , a crises can destroy a company’s reputation. Informal external communication : Although companies usually communicate with outsiders in a formal manner , informal contacts with outsiders are important for learning about customer needs. As a member of an organization , you are an important informal conduit for communicating with the outside world. Every employee informally accumulates facts and impressions that contribute to the organizations collective understanding of the outside world. In the course of your daily activity you unconsciously absorb bits and pieces of information that add to the collective knowledge of your company. Top managers rely heavily on informal contacts with outsiders to gather information that might be useful to their companies. Much of their networking involves interaction with fellow executives. Many top level employees recognize the fact that keeping constant touch with the external real world , front line employees , customers by making a opportunity to talk to them and getting feedback helps in organizational improvement. Receiving feedback is considered to be the most important aspect of communication. INTERNAL COMMUNICATION : It refers to the exchange of information and ideas within an organization. As employee, you are in a position to observe things that your supervisors and co- workers cannot see: a customer’s first reaction to a product display , a supplier’s brief hesitation before agreeing to a delivery date or a slowdown in the flow of customers. Managers and co- workers need these little gems of information in order to do their jobs. Internal communication helps employees do their jobs , develop a clear sense of the organization’s mission and identify and react quickly to potential problems. To maintain a healthy flow of information within the organization , effective communicators use both formal and informal channels.
Formal external communication : Companies use external communication to create a favorable impression. Whether by letter , website , phone , fax , internet , or videotape , good communication is the first step in creating a favorable impression. Carefully constructed letters , reports , memos , oral presentation , and websites convey an important message to outsiders about the quality of your organization. Messages such as statements to the press , letters to investors , advertisements , price increase announcements and litigation updates require special care because of their delicate nature. Therefore , such documents are often drafted by a marketing or public relations team – a group of individuals whose sole job is creating and managing the flow of formal messages to outsiders. The public relations team is also responsible for helping management plan for and respond to crises – which can range from environmental accidents or sabotage situations to strikes , massive product failure , major litigation , or even an abrupt change in management. To minimize the impact of any crisis , expert communicators advise managers to communicate honestly , openly , and often. If handled improperly , a crises can destroy a company’s reputation. Informal external communication : Although companies usually communicate with outsiders in a formal manner , informal contacts with outsiders are important for learning about customer needs. As a member of an organization , you are an important informal conduit for communicating with the outside world. Every employee informally accumulates facts and impressions that contribute to the organizations collective understanding of the outside world. In the course of your daily activity you unconsciously absorb bits and pieces of information that add to the collective knowledge of your company. Top managers rely heavily on informal contacts with outsiders to gather information that might be useful to their companies. Much of their networking involves interaction with fellow executives. Many top level employees recognize the fact that keeping constant touch with the external real world , front line employees , customers by making a opportunity to talk to them and getting feedback helps in organizational improvement. Receiving feedback is considered to be the most important aspect of communication.
COMMUNICATION CHANNEL
Introduction
In an organization, information flows forward, backwards and sideways. This information flow is referred to as communication. refer to the way this information flows within the organization and with other organizations. In this web known as communication, a manager becomes a link. Decisions and directions flow upwards or downwards or sideways depending on the position of the manager in the communication web. For example, reports from lower level manager will flow upwards. A good manager has to inspire, steer and organize his employees efficiently, and for all this, the tools in his possession are spoken and written words. For the flow of information and for a manager to handle his employees, it is important for an effectual communication channel to be in place.
The Working of a Communication Channel
Through a modem of communication, be it face-to-face conversations or an inter-department memo, information is transmitted from a manager to a subordinate or vice versa. An important element of the communication process is the feedback mechanism between the and employees. In this mechanism, employees inform managers that they have understood the task at hand while managers provide employees with comments and directions on employee's work.
Importance of a Communication Channel
A mobile communication channel should be used when a private or more complex message needs to be relayed to an individual or small group. A mobile channel allows for an interactive exchange and gives the recipient the added benefit of interpreting the speaker's tone along with the message. Some within an organization may opt to use this channel versus a face-to-face channel to save on the time and effort it would take to coordinate a face-to-face meeting. Electronic Electronic communication channels encompass email, Internet, intranet and social media platforms. This channel can be used for one-on-one, group or mass communication. It is a less personal method of communication but more efficient. When using this channel, care must be taken to craft messages with clarity and to avoid the use of sarcasm and innuendo unless the message specifically calls for it. Written Written communication should be used when a message that does not require interaction needs to be communicated to an employee or group. Policies, letters, memos, manuals, notices and announcements are all messages that work well for this channel. Recipients may follow up through an electronic or face-to-face channel if questions arise about a written message. Language Barriers Language and linguistic ability may act as a barrier to communication. However, even when communicating in the same language, the terminology used in a message may act as a barrier if it is not fully understood by the receiver(s). For example, a message that includes a lot of specialist jargon and abbreviations will not be understood by a receiver who is not familiar with the terminology used.
Regional colloquialisms and expressions may be misinterpreted or even considered offensive. See our page: Effective Speaking for more information. Psychological Barriers The psychological state of the communicators will influence how the message is sent, received and perceived. For example, if someone is stressed they may be preoccupied by personal concerns and not as receptive to the message as if they were not stressed. Stress management is an important personal skill that affects our interpersonal relationships. See our pages Stress: Symptoms and Triggers and Avoiding Stress for more information. Anger is another example of a psychological barrier to communication, when we are angry it is easy to say things that we may later regret and also to misinterpret what others are saying. See our pages: What is Anger?, Anger Management and Anger Management Therapy for more information. More generally people with low self-esteem may be less assertive and therefore may not feel comfortable communicating - they may feel shy about saying how they really feel or read negative sub-texts into messages they hear. Visit our pages on Improving Self-Esteem and Assertiveness for more information. Physiological Barriers Physiological barriers may result from the receiver’s physical state.
have seven qualities. These seven attributes are called seven C’s of effective business communication. (All these attribute starts with the alphabet ‘C’ so are called 7 C’s) Clear: Make the goal of your message clear to your recipient. Ask yourself what the purpose of your is. Concise: Your message should also be brief and to the point. Why communicate your message in six sentences when you can do it in three? Concrete: Ensure your message has important details and facts, but that nothing deters the focus of your message. Correct: Make sure what you're writing or saying is accurate. Bad information doesn't help anybody. Also make sure that your message is typo free. Coherent: Does your message make sense? Check to see that all of your points are relevant and that everything is consistent with the tone and flow or your text. Complete: Your message is complete when all relevant information is included in an understandable manner and there is a clear "call to action". Does your audience know what you want them to do? Courteous: Ensure that your is friendly, open, and honest, regardless of what the message is about. Be empathetic and avoid passive-aggressive tones. Think about the 7 Cs every time you need to communicate something and you'll always know you're delivering the clearest message possible. A report can be defined as a testimonial or account of some happening. It is purely based on observation and analysis. A report gives an explanation of any circumstance. In today’s corporate world, reports play a crucial role. They are a strong base for planning and control in an organization,
i.e., reports give information which can be utilized by the management team in an organization for making plans and for solving complex issues in the organization. A report discusses a particular problem in detail. It brings significant and reliable information to the limelight of top management in an organization. Hence, on the basis of such information, the management can make strong decisions. Reports are required for judging the performances of various departments in an organization. An effective report can be written going through the following steps-
- Determine the objective of the report, i.e., identify the problem.
- Collect the required material (facts) for the report.
- Study and examine the facts gathered.
- Plan the facts for the report.
- Prepare an outline for the report, i.e., draft the report.
- Edit the drafted report.
- Distribute the draft report to the advisory team and ask for feedback and recommendations. The essentials of good/ are as follows-
- Know your objective, i.e., be focused.
- Analyze the niche audience, i.e., make an analysis of the target audience, the purpose for which audience requires the report, kind of data audience is looking for in the report, the implications of report reading, etc.
- Decide the length of report.
- Disclose correct and true information in a report.
- Discuss all sides of the problem reasonably and impartially. Include all relevant facts in a report.
- Concentrate on the report structure and matter. Pre-decide the style. Use vivid structure of sentences.
- The report should be neatly presented and should be carefully documented.
- Highlight and recap the main message in a report.
- Encourage feedback on the report from the critics. The feedback, if negative, might be useful if properly supported with reasons by the critics. The report can be modified based on such feedback.
- Use graphs, pie-charts, etc to show the numerical data records over years.
