1. Effective Communication in Business

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

3. 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.

4. “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.

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

6. 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.

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

8. 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).

9. 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.

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

11. 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..

12. 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.

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

14. 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.

15. 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.

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

17. 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.

18. 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.

19. 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.

20. (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

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

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

23. MENTAL & EMOTIONAL BARRIERS

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

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

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

27. 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

28. 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.

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

30. 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

31. 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

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

33. 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

34. RELATIONSHIP BARRIER THE EMOTIONAL RELATIONSHIP HISTORY
AFFECTS THE QUALITY OF COMMUNICATION

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

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

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

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

39. 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

40. OVERCOMING EMOTIONAL BARRIERS
AVOID ATTITUDES, BLAME AND CONTROVERSIAL SUBJECTS

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

42. 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

43. 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