Communication 1

Communication
What is communication?
The communication situation
Understanding why communication matters

What is Communication?
Transfer of information
Transfer of meaning
Influence of mental maps
Conscious and Intentional
Unconscious and Unintentional
External Reality
We delete information
We distort information
We generalize information
We assign meaning

What is communication?
Communication is the process of transferring information and meaning
between senders and receivers, using one or more written, oral, visual,
or electronic media.
Communication is the process by which information is transmitted
between individuals and / or organizations so that an understanding
response results. (Peter Little)
Communication is an exchange of facts, ideas, opinions, or emotions by
two or more persons. (Newman)

Communication.
William Scott in his Organization Theory defined Administrative
communication is a process which involves the transmission and
accurate replication of ideas ensured by feedback for the purpose of
eliciting actions which will accomplish organizational goals.

This definition emphasises four important points:

It involves the communication of ideas

Ideas should be accurately replicated in the receivers mind
Feedback is necessary to assure transmitter the accurate replication
of the ideas
The purpose of all communication is to elicit action

The Communication Situation

The communication situation is said to exist when:

There is a person (sender or transmitter) desirous of passing on some information;
There is another person (receiver) to whom the information is to be passed on;
The receiver partly or wholly understands the message passed on to him;

The receiver responds to the message (feedback).

The Communication Situation
Two gentlemen greeting each other with folded hands constitute a communication
situation.
But if a French speaking person addresses a Urdu speaking person in French, the
communication situation does not exist.

Understanding why Communication Matters

The single most significant characteristic of the human race is the ability to
communicate.
Communication is the sum of all things one person does when he wants to create
understanding in the mind of another.
Its a bridge of meaning.
The essence of communication is sharing that benefits both you and the people with
whom you are communicating.

Communication for Career Building

How employers view todays job market:

The employment process is always a question of balance

Its a complex business decision with lots of variables to consider.

What employers look for in job applicants:

Communication skills
Interpersonal and team skills
Intra-cultural and intercultural awareness and sensitivity
Data collection, analysis, and decision-making skills
Computer and electronic media skills
Time and resource management
Flexibility and adaptability
Professionalism

Communication for Companys Success

Effective communication yields numerous business

benefits:
Closer ties with important communities in the market place
Opportunities to influence conversations, perceptions, and trends
Increased productivity and faster problem solving
Better financial results and higher return for investors
Earlier warning of potential problems, from rising business costs to critical
safety issues
Stronger decision making based on timely, reliable information
Clearer and more persuasive marketing messages
Greater employee engagement with their work, leading to higher employee
satisfaction and lower employee turnover.

Ways of Making Communication Effective

To make your communication efforts as effective as

possible, focus on making them practical, factual,
concise, clear, and persuasive:
Provide practical information
Give facts rather than vague impressions
Present information in a concise, efficient manner
Clarify expectations and responsibilities
Offer compelling, persuasive arguments and recommendations

Communication 2

Communicating in Todays Global Business

Environment

Understanding the unique challenges of business communication

Understanding what employers expect from you
Communicating in an organizational context
Adopting an audience-centered approach

Unique Challenges of Business Communication

The Globalization of Business and the Increase in Workforce Diversity

The Increasing Value of Business Information
Competitive insights
Customer needs
Regulations and guidelines
The Pervasiveness of Technology
The Evolution of Organizational Structures and Leadership Styles
A Heavy Reliance on Teamwork

What Employers Expect from You

Organizing ideas and information logically and completely

Expressing ideas and information coherently and persuasively
Actively listening to others
Communicating effectively with people from diverse background and experiences
Using communication technologies effectively and efficiently
Following accepted standards of grammar, spelling, and other aspects of highquality writing and speaking

Communicating in an Organizational Context

The formal communication network mirrors the companys organizational

structure

Social media play an increasingly important role in the formal communication

network

Audience-Centered Approach

An audience-centered approach involves understanding, respecting, and meeting

the needs of your audience members
The You attitude
Emotional intelligence
Etiquette

Communication 3

The Communication Process

Describe the communication process model and the ways that social media are changing the
nature of business communication

The Communication Process

Viewing communication as a process helps you identify steps you can take to improve
your success as a communicator. The following eight steps provide a practical
overview about effective communication process:

The sender has an idea

The sender encodes the idea as a message
The sender produces the message in a transmittable medium
The sender transmits the message through a channel
The audience receives the message
The audience decodes the message
The audience responds to the message
The audience provides feedback to sender

The Communications Process

There are many forms of encoding

Communication Medium
Oral
Written
Visual
Electronic forms

Communication Channels
Face- to- face conversation
The Internet
Any other method or system

Communications Channels

Barriers in the Communication Environment

The following barriers can block or distort messages before they reach to the intended
audience:
Noise and distractions
Competing messages
Filters
Channel breakdowns

Minimizing barriers and distractions in the communication

environment is everyones responsibility
How Audiences Receive Messages
Consider audience expectations
Ensure ease of use
Emphasize familiarity
Practice empathy
Design for compatibility

How Audience Decode Messages

Receiver re-create different meaning from the message rather than extract the senders intended
Perception and selective perception

Experiential Overlap

How Audience Respond to Messages

Even after the message delivered, received, and correctly decoded, the audiences will only respond
to the message if they
Remember it
Able to respond
Motivated to respond

Models of the Response Process

The Social Communication Model

The social communication model, also known as Business Communication 2.0 is interactive,
conversational, and usually open to all who wish to participate.

Business Communication 1.0

VS

Business Communication 2.0

Communication 4

Using Technology to Improve Business Communication

List four general guidelines for using communication technology

Effective Communication Channel

Technology to Enhance Communication

General Guidelines

Keeping technology in perspective

Guarding against information overload and information addiction
Using technological tools productively
Reconnecting with people

Keeping Technology in Perspective

Dont rely too much on technology or let it overwhelm the communication process:
Technology is an aid to interpersonal communication, not a replacement
Technology cant thing for you or communicate for you
Technology can create business value if it helps deliver the information to the right
people at the right time

Guarding Against Information Overload

Information overload results when people receive more information than they can
effectively process:

Difficult to discriminate between useful and useless information

Lowers productivity

Amplifies employee stress both on the job and at home

Avoid sending unnecessary messages

Using Technology Tools Productively

Concerns over inappropriate use of social networking sites

It distracts employees from work responsibilities
Blogs or social networking can expose confidential information

Reconnecting with People

As businesses increasingly rely on technology for communication, personal interaction

becomes even more important because even the best technologies cant replace the
human element.

But telepresence videoconferencing system can create a convincing illusion.

Powerful Digital Tools for Communicating Effectively

The tools of business communication evolve with every new generation of digital technology.
Selecting the right tool for each situation can enhance your business communication in many ways:
Tools that redefine the office

Tools for collaborating

Tools for sharing information
Tools for interacting with customers

Redefining the Office

Technology makes it easier for business professionals to stay connected with customers and
colleagues, wherever their works take them.

Electronic presentations
Shared workspaces
Virtual meeting spaces
Wireless networks
Unified communications

Collaborating

Working in teams is essential in almost every business. Technology helps bridge the distance
between team members work in different places by making it possible to brainstorm, attend virtual
meetings, share files, meet new business partners, and collaborate with experts outside the
company from widely separated locations.

Wikis
Web-based meeting
Social networking
Videoconferencing and Telepresence
Crowdsourcing and Collaboration platforms

Sharing Information

The ability to easily access and share the latest information improves the flow and timing of supplies,
lowers operating costs, improve customer satisfaction, and boosts financial performance. The
following tools facilitate easy information access:
RSS Newsfeeds and Aggregators
Social Tagging and Bookmarking
Community Q & A
Supply Chain Management Software
Interactive data visualization

Interacting with Customers

Todays communication technologies, particularly the ever-evolving field of social media, make it
easier for customers to interact with a company whenever, wherever, and however they wish. The
available social medias are:
Online customer support
User-Generated Content
Podcast

Blogs
Microblogs

Communication 5

Committing to Ethical and Legal Communication

Define ethics, explain the difference between an ethical dilemma
and an ethical lapse, and list six guidelines for making ethical
communication choices

Ethics

Ethics are accepted principles of conduct that govern behavior within a society.

Ethical Communication includes all relevant information, is true in every sense, and is not deceptive
in any way.

Unethical Communication

Unethical communication that can distort the truth or manipulate audiences can be any of the
following forms:
Plagiarism
Omitting essential information
Selective misquoting
Misrepresenting numbers
Distorting visuals
Failing to respect privacy or information security needs

Ethical Dilemma VS Ethical Lapses

An ethical dilemma is a choice between alternatives that may all be ethical or valid that is not clearcut.

An ethical lapse is making a choice that you know a clearly unethical.

Ensuring ethical communication requires three elements:

Ethical Individuals
Ethical Company Leadership
Appropriate policies and structures to support employees efforts to make ethical choices

Ensuring Ethical Communication

Guidelines for Ethical Business Communication

Every firm should have employee code of ethics. But in the absence of clear
guidelines to communicate in an ethical manner, employees should ask
themselves the following questions:

Have you define the situation fairly and accurately?

What is your intention in communicating the message?
What impact will these message have on the people who receive it?
Will the message achieve the greatest possible good while doing the least possible harm?
Will the assumptions you have made change over time?
Are you comfortable with your decision?

Ensuring Legal Communication

In addition to ethical guidelines, business communication is also bound by a wide

variety of laws and regulations, including the following areas:

Promotional communication
Contracts
Employment communication
Intellectual property
Financial reporting
Defamation
Transparency requirements

Communication 6

Mastering Team Skills

List the advantages and disadvantages of working in teams, describe the characteristics of effective teams,
and highlight four key issues of group dynamics

Communicating in Team

A team is a unit of two or more people who share a mission and the responsibility for working to achieve a
common goal. Team can be problem-solving as well as task forces.
Committees are formal teams that usually have a long life-span and can become a permanent of the
organizational structure.

Advantages of Teams

Teams are often at the core of participative management. A successful team can provide a number of
advantages:
Increased information and knowledge
Increased diversity of views
Increased acceptance of a solution
Higher performance levels

Disadvantages of Teams

Teams need to be aware of aware of and work to counter the following potential disadvantages:
Groupthink
Hidden agendas
Cost

Characteristics of Effective Teams

Effective teams have A clear sense of purpose

Open and honest communication
Consensus-based decision making
Creative thinking
Effective conflict resolution

Group Dynamics

Group dynamics are the interactions and processes that take place in a team. Group dynamics are
influenced by several factors:
Assuming Team Roles
Allowing for Team Evolution
Resolving Conflict
Overcoming Resistance

Team Roles Functional and Dysfunctional

Allowing for Team Evolution

Here is how one commonly used model identifies the phases a problem-solving team goes through
as it evolves:
Orientation
Conflict
Brainstorming
Emergence
Reinforcement

Conflict in team can be either constructive or destructive. Destructive conflict can lead to win-lose or lose-lose outcomes.
The following seven measures can help team members successfully resolve conflict:

Resolving Conflict

Proactive behavior
Communication
Openness
Research
Flexibility
Fair play
Alliance

Overcoming Resistance
Resistance to change can be overcome through reasonable communication:

Express understanding
Bring resistance out into the open
Evaluate others objections fairly

Guidelines for Collaborative Writing

The following guidelines will help you collaborate more successfully:

Select collaborators carefully

Agree on project goals before you start
Give your team time to bond before diving in
Clarify individual responsibilities
Establish clear processes
Avoid composing as a group
Make sure tools and techniques are ready and compatible across the team
Check to see how things are going along the way

Making Your Meetings More Productive

You can help ensure productive meetings by preparing carefully, conducting meetings efficiently, and using meeting
technologies wisely:

Prepare carefully

Make sure the meeting is necessary

Decide on your purpose

Select participant carefully

Choose the venue and the time

Establish and distribute a clear agenda

Lead effectively and participate fully

Keep the meeting on track

Follow agreed upon rules

Encourage participation

Participate actively

Close effectively

Communication 7

Communicating in a World of Diversity

Discuss the opportunities and challenges of intercultural communication.

Explain the importance of recognizing cultural variations, and list eight categories of cultural differences.

Identify seven steps you can take to improve your intercultural communication skills

Cultural Diversity

Diversity includes all the characteristics and experiences that define each of us as individuals.

Intercultural communication is the process of sending and receiving messages between people whose
cultural backgrounds could lead them to interpret verbal and non-verbal signs differently

Opportunities of Cultural Diversity

The diversity of todays workforce brings distinct opportunities to businesses:

A broader range of views and ideas
A better understanding of diverse, fragmented markets
A broader pool of talent from which to recruit.

A companys cultural diversity affects how its business messages are conceived, composed, delivered,
received, and interpreted.
Culture influences everything about communication, including
Language
Nonverbal signals
Word meaning
Time and space issues
Rules of human relations

Challenges of Intercultural Communication

Recognizing Variations in a Diverse World

Communication in cultures needs the recognition and accommodation of main

cultural differences. The following eight main types of cultural differences are
identified:

Contextual differences
Legal and ethical differences
Social differences
Nonverbal differences
Age differences
Gender differences
Religious differences
Ability differences

Improving Intercultural Communication Skills

One can improve his intercultural communication skills throughout the career by:

Studying other cultures

Studying other languages
Respecting preferences for communication style
Writing clearly
Speaking and listening carefully
Using interpreters, translators, and translator software
Helping others adapt to your culture

Communication 8

Media of Communication

Written Communication
Oral Communication
Face-to-face Communication
Visual Communication
Computer-based Communication

Silence

Written Communication

Written communication is the expression of ideas through words that are meant to be read. (Bovee)
Everything that has to be written and transmitted in the written form falls in the area of written
communication.

Methods/ Media of Written Communication for Management

Statement of policies and procedures

Special management bulletin
Management newsletter
Formal management report
Supervisors handbook

Methods/ Media of Written Communication for Employees

Employee handbook
Employee bulletin
Employee newsletter
Letter to new employees
Reading racks
Bulletin boards
Pay-roll envelops
Complaint and suggestion Box
Memorandum
Internal circular

Advantages of Written Communication

Reducing misunderstanding
Permanent record
Source of future reference
Legal defense
Wide coverage
Maintaining uniformity
Communicating lengthy and complex message

Disadvantages of Written Communication

Time Consuming
Slow in nature
Absence of immediate feedback
Loss of confidentiality
Costly
Not suitable for illiterate people
Lack of instant explanation
Chances of misunderstanding
Lack of flexibility
Filling cost

Using short and familiar words

Using short sentence and paragraph
Using technical words with caution
Using active voice
Give examples and charts
Expressing thoughts logically
Avoiding unnecessary words
Avoiding discriminatory words

Guidelines to Improve Written Communication

Oral Communication

Non-Mechanical Channels:

Conversation

Interview
Group discussion
Counseling
Formal training course
Conference

Mechanical Channels:

Telephone
Radio and Television
Microphone

Advantages of Oral Communication

Time Saving
Easiness
Effective for illiterate person
Money saving
Quick feedback
Complete understanding
Powerful Means
Efficacy

Disadvantages of Oral Communication

No record
Distorted meaning
Inaccuracy
Limited use
Confused speech
No legal validity
Emotion

Essentials of Oral Communication

Clear pronunciation
Brevity
Expressive delivery
Precision
Natural voice
Logical sequence
Suitable vocabulary
Maintaining fluency
Conviction
Attractive presentation