Effective Communication in Business

Definition Communication is a way of transmitting and receiving verbal and nonverbal messages.

Definition Communication is a process that allows people to exchange information by one of several methods. There are auditory means, such as speaking or singing, and nonverbal, physical means, such as body language, sign language, paralanguage, touch or eye contact.

“Lifeblood” of Every Organization Organizations cannot function without open and effective communication. Activities in an Organization require human beings to interact and react, i.e. to communicate.

“Lifeblood” of Every Organization There are mainly two types of communications: Internal Communication External Communication

Internal Communication Internal communications, also known as employee relations, includes all communication within an organization. Internal communications may be oral or written, face to face or virtual, one-on-one or in a small group. Good internal communication helps to establish formal roles and responsibilities for employees.

Internal Communication Effective internal communication – is of three kinds: downward, upward, and horizontal. It is a vital means of addressing organizational concerns.

Internal Communication Downward Communication Information flowing from the top of the organizational management hierarchy and telling people in the organization what is to be done (mission) and how (policies).

Internal Communication Upward Communication The communication flowing from subordinates to superiors, usually concerning employees’ comments about themselves, their reactions about others, their reactions to practices and policies, and their thoughts about their work.

Internal Communication Horizontal Communication The communication between peers in order to solve problems, perform job duties, prepare for meetings, and cooperate on important projects.

External Communication It is an effective communication to people outside the organization, which can help create a good reputation and have a positive impact on its ultimate success..

External Communication The Purpose Provide information to consumers about products and services of the organization. Promote the organization. Handle enquiries about the organization and its products and services. Advertise the organization.

Components of Communication Context Sender-encoder Message Medium Receiver-decoder Feedback

Components of Communication Context Context is a broad field that includes country, culture, organization, and external and internal stimuli. This aspect of context is the playing field on which you must plan, design, and communicate your message successfully.

Components of Communication Sender-encoder The sender of a message is an “encoder,” the writer or speaker, depending on whether the message is written or oral. As a sender-encoder, you use symbols that express your message and create the desired response.

Components of Communication Message You must first decide what the main point of your message is and what other information is to be included.

Components of Communication Medium Medium is the message channel that is chosen, depending on the contextual factor and the nature of message itself. Your medium can be the printed word, electronic mail, or sound.

Components of Communication Receiver-decoder The message receiver is your reader or listener, also known as decoder. Your message may have more than one decoder. The receiver-decoder is influenced by context and by his or her mental filter.

Components of Communication Feedback The receiver reacts with either the desired response based on a clear understanding of the symbols or with an undesired response because of miscommunication. Feedback can be an oral or a written message, an action, or simply silence.

(experiences, attitudes, skills) (experiences, attitudes, skills) A Communication Model CONTEXT Stimuli Sender-Encoder Receiver-decoder Message (experiences, attitudes, skills) Perception Idea encoding Symbol Decisions Sending mechanisms (experiences, attitudes, skills) Receptor mechanisms Perception Decoding Idea Interpretation Medium Verbal, nonverbal Feedback Verbal, nonverbal

BARRIERS TO COMMUNICATION NOISE – ANY INTERFERENCE IN THE COMMUNICATION PROCESS THAT DISTORTS THE SENDER’S MEANING BETWEEN PEOPLE WITHIN ORGANIZATIONS

PHYSICAL BARRIERS NOISY SURROUNDINGS DISTRACTIONS BAD CONNECTION UNFAMILIAR PRONUNCIATION VERY LOW PITCH ILLEGIBLE HAND WRITING INCORRECT PUNCTUATION

MENTAL & EMOTIONAL BARRIERS

PERCEPTUAL BARRIER REALITY IS LOOKED UPON DIFFERENTLY BY INDIVIDUALS THE WORLD IS A FLOOD OF INFORMATION

DIFFERENCE IN PERCEPTION OUR SENSES RECEIVE, INTERPRET & STORE THE INFORMATION AROUND US THE MENTAL MAP / FRAME OF REFERENCE IS FORMED

PERCEPTION OF REALITY REALITY IS PERCIEVED THROUGH THE INDIVIDUAL’S MENTAL MAP / FRAME OF REFERENCE THUS OUR PERCEPTIONS ARE UNIQUE

OPINIONS WHAT IS TRUE WHAT YOU – OR OTHERS – SHOULD DO MILLIONS OF MENTAL MAPS SHAPE AND DRIVE PEOPLE’S THINKING ALL THE TIME THINKING IS THE PROCESS OF DEVELOPING AND CHANGING THE FRAME OF REFERENCE

SELECTIVE PERCEPTION SENDERS CHOOSE DETAILS THAT SEEM IMPORTANT & RELEVANT RECEIVERS TRY TO FIT NEW DETAILS INTO THEIR EXISTING PATTERN. IF IT DOES NOT FIT THEY DISTORT THE INFO. INSTEAD OF RE- ARRANGING IT.

DIFFERING BACKGROUNDS AGE EDUCATION GENDER SOCIAL STATUS ECONOMIC POSITION CULTURAL BACKGROUND TEMPERAMENT RELIGION POLITICAL BELIEF

OVERCOMINGDIFFERING BACKGROUNDS AVOID PROJECTING OR IMPOSING YOUR OWN BACKGROUND OR CULTURE ONTO OTHERS UNDERSTAND OTHER’S BACKGROUNDS, PERSONALITIES AND PERCEPTIONS. CERTAIN BEHAVIOURS DON’T MEAN THE SAME TO EVERYONE

OVERCOMING PERCEPTUAL BARRIERS CAN BE DIFFICULT ANTICIPATE YOUR RECIEVER’S REACTION YOUR MESSAGE SHOULD HAVE MEANING FOR THE RECIEVER TRY TO FIND SOMETHING USEFUL IN EVERY MESSAGE YOU RECIEVE

THE LANGUAGE BARRIER WORDS ARE SYMBOLS USED TO REPRESENT REALITY WORDS CARRY DIFFERENT MEANING –> MENTAL PATTERNS VOCABULARY OF PEOPLE FROM DIFFERENT BACKGROUNDS DIFFERS

OVERCOMING THE LANGUAGE BARRIER USE THE MOST SPECIFIC & ACCURATE WORDS TRY TO USE WORDS YOUR AUDIENCE WILL UNDERSTAND USE LANGUAGE THAT DESCRIBES RATHER THAN EVALUATES PRESENT FACTS, EVENTS AND CIRCUMSTANCES

RELATIONSHIP BARRIER THE EMOTIONAL RELATIONSHIP HISTORY AFFECTS THE QUALITY OF COMMUNICATION

POOR LISTENING THE MOST COMMON BARRIER LACK OF ATTENTION ON THE RECIEVER’S PART

EMOTIONAL BARRIER PRE-EXISTING MENTAL STATE INATTENTION TO A MESSAGE NEGATIVE / POSITIVE NEGATIVE REACTION EFFECTS ANALYSIS OF INFORMATION

EMOTIONAL BARRIER COMMUNICATION PROCESS IS LACED WITH FEELINGS & EMOTIONS. THE CONTENT OF THE MESSAGE THE RELATIONSHIP BETWEEN THE SENDER & RECIEVER.

EMOTIONAL BARRIER COMMUNICATION CAN BREAKDOWN IF NEGATIVE FEELINGS DEVELOP ON THE RECEIVING END THE SENDER OR THE RECIEVER MAY ALREADY BE EMOTIONALLY UPSET

OVERCOMING EMOTIONAL BARRIERS BE AWARE OF THE FEELINGS THAT ARISE IN YOURSELF AND IN OTHERS AS YOU COMMUNICATE. ATTEMPT TO CONTROL THEM CHOOSE NEUTRAL WORDS TO AVOID AROUSING STRONG FEELINGS

OVERCOMING EMOTIONAL BARRIERS AVOID ATTITUDES, BLAME AND CONTROVERSIAL SUBJECTS

INCORRECT FILTERING A MESSAGE PASSES THROUGH PEOPLE BETWEEN SENDER & RECIEVER SECRETARIES, ASSISTANTS THE MESSAGE CAN BECOME DISTORTED

FILTERING SIMULATION EXERCISE A MESSAGE WILL BE GIVEN TO A STUDENT. AFTER READING THE MESSAGE THE PAPER WILL BE GIVEN BACK TO THE INSTRUCTOR. THE STUDENT WILL THEN COMMUNICATE THE MESSAGE VERBALLY TO THE STUDENT SITTING NEXT TO HIM / HER. THIS ACTIVITY WILL GO ON TILL THE LAST STUDENT HAS RECEIVED THE MESSAGE. NO CLARIFYING QUESTIONS ARE TO BE ASKED WHILE THE INFORMATION IS BEING RECEIVED!!!!! SIMULATION EXERCISE

OVERCOMINGTHE FILTERING BARRIER TRY TO ESTABLISH MORE THAN ONE COMMUNICATION CHANNEL ELIMINATE AS MANY INTERMEDIARIES AS POSSIBLE CONDENSE THE MESSAGE DOWN TO THE ESSENTIAL INFORMATION