BUSINESS COMMUNICATION 11th edition by Raymond V. Lesikar Lecture – 1 Communication in the Workplace Syed Far Abid Hossain Faculty, CBA, IUBAT. Email: abid@iubat.edu

What is Business Communication? Business communication is the - Communication between the people in the organization for the purpose of carrying out the business activities. For efficiency in an organization, all the people of the organization must be able to convey their message properly. The exchange of – ideas and understanding within and outside the organization to achieve the business goals is known as business communication. (Video clip_Abid_Arabic Language)

COMMUNICATION SKILLS NEEDED IN BUSINESS Speaking well Writing well Displaying proper etiquette (manners) Listening attentively

The Basic Forms Of Communication Nonverbal communication: Facial Gesture Personal appearance Touching behavior Verbal Communication: speaking and writing Listening and Reading

Why Business Needs to Communicate? Communication is vital to every part of business. Employees: - process information with computers, - write messages, - fill out forms, - give and receive orders, and - talk over the telephone. Executives: - initiate business with customers and other companies - respond to incoming messages.

Why Business Needs to Communicate? – cont….. Oral communication: is a major part of information flow. Written communication: - letters, - email messages, - memos - reports, and - internet documents.

Main Forms of Communication in Business a. Internal-Operational Communication b. External-Operational Communication c. Personal Communication

a. Internal-Operational Communication All the communication – that occurs in conducting work within a business is classified as internal operational. This is the communication among the business’s workers that is done to implement the business’s operating plan. e.g. - provide a service, - manufacture a product, - sell goods, etc.

Internal-Operational Communication – cont ……. Internal-operational communication takes many forms. It includes: the orders and instructions - that supervisors give workers reports that workers prepare concerning - - sales, - productions, - inventories, etc. the email messages – that employee write in carrying out their task.

b. External-Operational Communication This is the work-related communication that a business does with people and groups outside the business. Example: when business executives communicate with - suppliers, - service companies, - customers, and - the general public. External-operational communication includes - all of the business’s efforts - - at direct selling - telephone callbacks, - follow-up service calls, etc.

c. Personal Communication Personal communication is - the exchange of information and feelings in which we human beings engage whenever we come together. The employees’ attitudes towards each other, directly affect their productivity.

Communication Network of the Organization Two forms of network in an organization: A. Formal B. Informal

A. Formal Network both internal and external. The business has well-established channels of information flow. The main lines of operational communication are - both internal and external. Specifically, the flow includes the: - upward, - horizontal (lateral), and - downward movements of information by - report, - email, - records and - such within the organization.

B. Informal Network consisting primarily of personal communication. The informal network is a secondary network consisting primarily of personal communication. It comprises thousands of personal communications that support the formal communication network of a business. Informal network is not a single network but a smaller networks consisting of groups of people. It carries much gossip and rumor, for this is the nature of human conversation. Wise managers recognize the presence of the grapevine. that is, they keep in touch with the grapevine and turn it into a constructive tool.

Formal and Informal Communication Division Manager Department Manager Straight lines = Formal Network Curved lines = Informal Network Fig 1: Formal and Informal communication Networks in a Division of a Small Business.

Lecture – 2 Communication in the Workplace Syed Far Abid Hossain Faculty, CBA, IUBAT. Email: abid@iubat.edu

What are the BARRIERS that affect the flow of communication in an organization? There are several barriers that affect the flow of communication in an organization. These barriers interrupt the flow of communication from the sender to the receiver, thus making communication ineffective. It is essential for managers to overcome these barriers.

Communication Barriers between People Difference in perception Incorrect filtering Language problem Poor listening Different emotional states Different background

Communication BARRIERS between Organization Information Overload Inattention Time pressure Distraction/Noise Emotions

Communication Barriers between Organization – cont… Complexity of Organizational structure Poor retention Differing Status Lack Of Trust Inadequate communication structure Incorrect Choice Of Medium Closed communication Climate

Communication Barriers between Organization – cont… Information Overload: * Managers are surrounded with a pool of information. * It is essential to control this information flow else the information is likely to be misinterpreted OR forgotten OR overlooked. * As a result communication is less effective.

Communication Barriers between Organization – cont… Inattention: * All times we just not listen, but only hear. * Repetitive messages should be ignored for effective communication. * Similarly if a superior is engrossed in his paper work and his subordinate explains him his problem, the superior may not get what he is saying and it leads to disappointment of subordinate.

Communication Barriers between Organization – cont… Time Pressures: * In organization - targets have to be achieved within a specified time period, the failure of which has adverse consequences. * In a haste to meet deadlines, the formal channels of communication are shortened, or messages are partially given, or messages are not completely transferred. * Sufficient time should be given for effective communication.

Communication Barriers between Organization – cont… Distraction/Noise: * Communication is also affected a lot by noise to distractions. * Physical distractions are also there such as, - poor lightning, - uncomfortable sitting, - unhygienic room also affects communication in a meeting.

Communication Barriers between Organization – cont….. Emotions: * Emotional state at a particular point of time also affects communication. * If the receiver feels that communicator is angry, he interprets that the information being sent is very bad. - while he takes it differently – if the communicator is happy and jovial (in that case the message is interpreted to be good and interesting).

Communication Barriers between Organization – cont.… Complexity in Organizational Structure: * Greater the hierarchy in an organization more is the chances of communication getting destroyed. (i.e. more the number of managerial levels), * Only the people at the top level can see the overall picture about the people at low level: - just have knowledge about their own area AND - a little knowledge about other areas

Communication Barriers between Organization – cont… Poor retention: * Human memory cannot function beyond a limit. * One can’t always retain what is being told,- specially if he is not interested or not attentive. * This leads to communication breakdown.

Some difference between oral and written communication In face-to-face communication - cycles occur fast, - often in rapid succession. In written communication : - some delay occurs. - while instant and text messaging may be read within a few seconds of sending, - fax or email messages may be read a few minutes after they are transmitted, - letters in a few days, - Written communication is more likely to involve creative effort.

Importance of Business Communication to you and for Business High communication skill and leads high income Improving your commutation ability – helps to improve your overall success Communication is vital to every part of business Different professional use communication as a tool to correspond with their colleagues, superiors and juniors Business managers use communication – to contact their stakeholders. Information is managed and exchanged – thorough many oral, written and electronic form.