1. Amity School of Business Amity School of Business SEMESTER II ORGANISATIONAL BEHAVIOUR (BBA-301) Ms. Kushi Sharma

2. Amity School of Business 2 COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS. ITS ESSENCES :   PERSONAL PROCESS   OCCURS BETWEEN PEOPLE   INVOLVES CHANGE IN BEHAVIOUR   MEANS TO INFLUENCE OTHERS   EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH WORDS & ACTIONS.   TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.   IT IS A SOCIAL AND EMOTIONAL PROCESS.

3. Amity School of Business 3 Communication Process Communication = process of sending and receiving symbols with attached meanings Key elements: –Source (person wanting to communicate; intends particular meaning) –Receiver (to whom message is directed) –Encoding (translating idea to message) –Decoding (translating message to perceived meaning) –Channel (pathway) –Noise (disturbance that disrupts transfer) –Feedback (reaction to message)

4. Amity School of Business 4 The Communication Process SENDER (encodes) RECEIVER (decodes) Barrier Medium Feedback/Response

5. Amity School of Business 5 Feedback Critical to ensure no gap between intended and perceived meanings. Particularly when an evaluation is being communicated. Leads to use of 360-degree feedback in performance reviews.

6. Amity School of Business 6 Communications Barriers Physical distractions –Interruptions like phone, drop-in visitors Semantic problems –Different interpretations of words Mixed messages –Verbal and non-verbal contradict Cultural differences –Ethnocentrism, language use, non-verbal interpretations Absence of feedback –One-way communication Status effects –Superiors “telling” more than listening –Subordinates filtering info going up; mum effect –Need for MBWA

7. Amity School of Business 7   Always think ahead about what you are going to say.   Use simple words and phrases that are understood by every body.   Increase your knowledge on all subjects you are required to speak.   Speak clearly and audibly.   Check twice with the listener whether you have been understood accurately or not   In case of an interruption, always do a little recap of what has been already said.   Always pay undivided attention to the speaker while listening.   While listening, always make notes of important points.   Always ask for clarification if you have failed to grasp other’s point of view.   Repeat what the speaker has said to check whether you have understood accurately. ESSENTIALS OF COMMUNICATION Dos

8. Amity School of Business 8 ESSENTIALS OF COMMUNICATION DON’Ts   Do not instantly react and mutter something in anger.   Do not use technical terms & terminologies not understood by majority of people.   Do not speak too fast or too slow.   Do not speak in inaudible surroundings, as you won’t be heard.   Do not assume that every body understands you.   While listening do not glance here and there as it might distract the speaker.   Do not interrupt the speaker.   Do not jump to the conclusion that you have understood every thing.

9. Amity School of Business 9 7Cs of Effective Communication 1. CORRECTNESS : To be correct in communication Use correct form of language Include only accurate facts, words and figures. 2. CONCISENESS: It makes the message more understandable and comprehensible. Avoid unnecessary repetition and wordy expressions. Include only relevant facts with courtesy. Organize the message logically and efficiently. 3. CLARITY: It demands that the message should be correct, concise, complete, concrete and with consideration. To accomplish these : Choose precise, short and familiar words. Proper punctuations make the writing clear. Make the message readable and understandable.

10. Amity School of Business 10 4.COMPLETENESS: The message should be complete, we should be able to know the reader’s background, viewpoints, needs, attitudes and emotions. The message should answer all the questions in the order,they were asked. Give some additional information if important. 5.CONCRETENESS : The business writing should be specific and definite. Use specific facts and figures. Avoid words like few, quick, soon etc.

11. Amity School of Business 11 6.CONSIDERATION : Consideration refers to attitude, the human touch, and understanding of human nature. It can be achieved through Emphasize you instead of “I” or “we” Your message should convey truth. Stress the positive, pleasant aspects of facts. 7. COURTESY : Courtesy is more important and advantageous in business writing then in face to face communication. Be truly tactful, thoughtful and appreciative. Omit expression that annoy. Grant and apologize candidly.