Communication

Define Communication Communication is sending and receiving information between two or more people. The person sending the message is referred to as the sender, while the person receiving the information is called the receiver. American Management Association defines: ‘Communication is any behaviour that results in an exchange of meaning’. Peter Little defines communication as, ‘Communication is the process by which information is transmitted between individuals and/or organizations so that an understanding response result’. Newman and Summer Jr. state that, ‘Communication is an exchange of facts, ideas, opinions or emotions by two or more persons’. According to Keith Davis, ‘The process of passing the information and understanding from one person to another. It is essentially a bridge of meaning between the people. By using the bridge a person can safely across the river of misunderstanding’.

Business Communication Business communication is the specialized branch of general communication that is especially concerned with business activities. When communication takes places among business parties concerning business affairs or business related issues is known as business communication. According to Ricks and Gow, “Business communication is a system that affects change within the total organization.” According to W. H. Meaning, “The exchange of ideas, news and views in connection with the business among the related parties is called business communication.” According to Prof. J. Haste, “Communication occurred between two or more businessmen for organizing and administering business efficiently is called business communication.” According to Brennar, “Business communication is the expression channeling, receiving and interchanging of ides in commerce and industry.”

Characteristics of communication or features of communication Specific objectives Message or information Exchange of information Two or more person/parties Formality Use of media/channel Mutual understanding Dynamic process Noise/Barriers Feedback

Difference between business communication and general communication Business communication is the process where business related issues information, functions, news etc. are exchanged between producers, distributors, buyers, sellers, suppliers, competitors, government agencies, business Patrice etc. for efficiently organizing and administering business. On the other hand, general communication is the process of exchanging information, ideas, feelings, thoughts, values etc between two or more persons/parties to achieve personal objective.

Business vs. General Communication Basis Business Communication General Communication 1. Objective To achieve business related objectives To achieve any type of objectives except business. 2. Nature Deal with the business related issues, information, functions, news etc. Deal with the personal or interpersonal issues, information, etc. 3. Scope Scope of business communication is limited compared to general communication. Scope of general communication is large compared to business communication 4. Emotion No scope of showing personal feelings and emotions in the message. Showing personal feelings and emotions in the message is a common part. 5. Channel Mainly it uses verbal channel of communication. Mainly it uses non-verbal channel of communication 6. Partiality It is impartial in nature. It is partial in nature. Organizational hierarchy

Business vs. General Communication 7.Legal Evidence Business messages are recorded and act as a legal evidence. General messages are recorded and do not act as a legal evidence. 8. Feedback Feedback is essential in business communication. Feedback is not essential in general communication. 9. Audience It takes place between business people who are talking about a subject that is common and important to all. It takes different tones depending upon whether we are talking to a child, a friend or someone who is a senior. 10.Formality It is more formal and follows specific rules of business It is less formal and not follows any rules except of course rules of etiquette and manners. 11. Language Business communication maintains a distance and uses a formal language only. It can use slang terms and it times be crude when talking to a friend. 12.Alternative It is also known as commercial communication. It is also known as interpersonal communication. 13.Use of Graphs Graphs, tables, charts, diagrams, etc. are frequently used in business communication. Tables, charts, diagrams, etc. are rarely used in business communication.

Objectives or purposes of business communication Achieving organization goals Exchanging of information Formulation and execution of plans Increasing efficiency Directing the subordinates Create consciousness Coordination and cooperation Persuasion Facilitating joint effort Education and training of employees Develop labor-management relations Creating relationship with external parties Monitoring and controlling the activities Solving problem Initiate to change Decision making Making aware of future change Building image 1. Achieving organization goals: The main objective of communication is to help managers in achieving organization goals. It helps managers to perform all managerial functions and to achieve predetermined goals. 2. Exchanging of information: Another objective of communication is to exchange information between employees of an organization. It helps to make contact with the external forces of an organization. 3. Formulation and execution of plans: Communication supplies information to the managers who prepares effective plans for the organization. Managers collect information from different sources and prepare and execute organizational plans through the help of communication. 4. Increasing efficiency: Communication helps to increase the efficiency of the employees of an organization by supplying information timely relating to the work. 5. Directing the subordinates: An important objective of communication is to give effective direction to the employees of an organization. Communication helps to reach executive orders to the subordinates. 6. Create consciousness: Another remarkable objective of communication is to create consciousness among the employees about their duties and responsibilities by supplying various information. 7. Coordination and cooperation: Another important objective of communication is to help in coordinating and cooperating the activities of various work groups and departments working within the organization. 8. Persuasion: To persuade the employees to work hard for the organization and the buyers to buy organization’s products are two other important objective of communication. 9. Facilitating joint effort: No organization can achieve its goal by individual effort. It requires joint effort. Communication helps in taking joint effort in the organization. 10. Education and training of employees: Communication helps to provide education and training of employees of the organization. 11. Develop labor-management relations: Another objective of communication is to improve relationship between management and workforce within the organization. It removes misunderstanding. Between the two parties and helps to develop and maintain better relationship. 12. Creating relationship with external parties: Communication helps to create good relationship with external parties of the organization. 13. Monitoring and controlling the activities: Monitoring and controlling the activities of the subordinates is other important objective of organization communication. 14. Solving problem: One of the most important objectives of communication is help solving different organizational problems. It creates bases for discussion by supplying information which helps in removing the differences among the disputed parties. 15. Initiate to change: Another objective of communication is to initiate change within the organization. Communication supplies various information to the employees which helps in changing their attitude and brings changes in the organization. 16. Decision making: Communication helps managers to take decisions. It helps in exchanging ideas and opinions with others which help managers to take appropriate decisions. 17. Making aware of future change: In earth everything in changing continuously. To adopt with the changing environment management has the initiate different organizational change. Here communication helps to make employees aware of future change. 18. Building image: Strong image of the organization helps to gain competitive advantage in the market. Communication helps to build up image of the organization through timely contact with the stakeholders, advertising etc.

Communication Process/Cycle Sender or transmitter Message Encoding: Communication channel Receiver: Decoding: Feedback

Seven C’s of Effective Communication Completeness: The communication must be complete. It should convey all facts required by the audience. The sender of the message must take into consideration the receiver’s mind set and convey the message accordingly. Conciseness: Conciseness means wordiness, i.e, communicating what you want to convey in least possible words without forgoing the other C’s of communication. Conciseness is a necessity for effective communication. Consideration: Consideration implies “stepping into the shoes of others”. Effective communication must take the audience into consideration, i.e, the audience’s view points, background, mind-set, education level, etc.

7 c’s cont. Clarity : Clarity implies emphasizing on a specific message or goal at a time, rather than trying to achieve too much at once. Concreteness: Concrete communication implies being particular and clear rather than fuzzy and general. Concreteness strengthens the confidence. Courtesy: Courtesy in message implies the message should show the sender’s expression as well as should respect the receiver. The sender of the message should be sincerely polite, judicious, reflective and enthusiastic. Correctness: Correctness in communication implies that there are no grammatical errors in communication.

A Model for One-Way and Two-Way Communication One-way communication is linear and limited because it occurs in a straight line from sender to receiver and serves to inform, persuade or command. Message Feedback Sender Receiver Two-way communication always includes feedback from the receiver to the sender and lets the sender know the message has been received accurately

Types of Communication People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent. Choice of communication channel and your style of communicating also affects communication. So, there are varieties of types of communication. Types of communication based on the communication channels used are: Verbal Communication Nonverbal Communication

Types of Communication People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent. Choice of communication channel and your style of communicating also affects communication. Verbal Communication Nonverbal Communication Verbal communication refers to the the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing. Objective of every communication is to have people understand what we are trying to convey. In verbal communication remember the acronym KISS (keep it short and simple).

Verbal Communication In oral communication, Spoken words are used. It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet. In oral communication, communication is influence by pitch, volume, speed and clarity of speaking. In written communication, written signs or symbols are used to communicate. A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc. Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used. Used widely in business, examples include Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail

Nonverbal Communication Nonverbal communication is the sending or receiving of wordless messages. We can say that communication other than oral and written, such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication. Nonverbal communication is all about the body language of speaker. Appearance Body Language Sounds

Types of Communication based on purpose and style Formal communication In formal communication, certain rules, conventions and principles are followed while communicating message. Formal communication occurs in formal and official style. Usually professional settings, corporate meetings, conferences undergo in formal pattern. Informal Communication Informal communication is done using channels that are in contrast with formal communication channels. It’s just a casual talk. It is established for societal affiliations of members in an organization and face-to-face discussions. It happens among friends and family. In informal communication use of slang words, foul language is not restricted. Usually. informal communication is done orally and using gestures.