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FOUNDATIONS OF BUSINESS COMMUNICATION 1

COMMUNICATION PROCESS
Dr. Gregoria Arum Yudarwati

Discussion 1
1. What is communication? 2. Write a sentence using a word communication What you can learn from the answers given by your classmates?

The meaning of communication


The word communication is derived from the latin word communicare which means to make the same. There have been numerous attempts to define communication. There is no such the right or wrong definition.

Discussion 2
1. Is communication an event? Or a continues process? 2. Must communication be intentional ? 3. Must communication be received ?

Communication Behaviours (Littlejohn 2008)


SOURCE BEHAVIOUR RECEIVER BEHAVIOR Unintentionally behaviour Symptoms Not Received 1A. Nonperceived symptomatic behaviour 1B. Incidentally perceived symptoms 1C. Symptoms attended to Intentional behaviour Nonverbal 2A. Nonperceived nonverbal messages 2B. Incidentally nonverbal messages 2C. Nonverbal messages attended to Verbal 3A. Nonperceived verbal messages

Received incidentally Attended to

3B. Incidentally verbal messages 3C. Verbal messages attended to

Communication is the transfer of meaning is any behavior, verbal or non verbal, perceived by another. Knowledge, feelings, or thoughts are encoded and sent from at least one person and received and decoded by at least one other. Meaning is given to this message as the receiver interprets the message.(Dwyer 2003)

Characteristics of Communication
1. 2. 3. 4. 5. The symbolic nature of communication The intentional nature of communication Communication planned behaviour The transactional nature of communication The contextual nature of communication

1. The symbolic nature of communication


Human symbolic activities activities of using symbols A sign is something which stands for another thing. For example : (1) symptom (a cough is a symptom that someone maybe sick) (2) symbols (deliberately created to represent something) (3) ritual (it is a bit of symptom but also a bit of symbols)

2. The Intentional nature of communication


The meaning is stimulated but is it stimulated intentionally? Intentionally seems necessary to identify behaviour as communication behaviour. It is to differentiate communication from perception. Perception is an important part of communication, but not all perceptions involve communcation Communication is a social rather that an individual process

3. Communication as planned behaviour


Viewing communication as planned behaviour , in essence, makes it clear that intentions are necessary element of communication process A plan is a set of behaviours which the person believes will accomplish a purpose Two types communication plan : verbal plans and nonverbal plans Messages are symbolic behaviours which are shaped and energised by communication plan

4. The Transactional nature of communication


Communication involves people sending each other messages which reflect the motivation of the participants Communication is a process of mutual influence in which participants motivations interact A give and take in communication

5. The contextual nature of communication


Communication is contextual A communication context is a type of situation in which communication occurs Communication contexts include: interpesonal (communication between two people) Small group (communication involving several people) Organisational (communication within and between organisation) Public (a speaker addressing a large audience) Mass (communication which is mediated by mass media) Intercultural (communication between people of different cultures)

COMMUNICATION PROCESS
SENDER Self concept Family Culture Skills Feelings Attitudes Values RECEIVER Self concept Family Culture Skills Feelings Attitudes Values

CHANNEL MESSAGE INTERFERENCE FEEDBACK

CONTEXT

Elements of communication 1. 2. 3. 4. 5. 6. 7. Sender Message Receiver Feedback Channel Context or setting Interference or noise

SENDER
Individuals who react to situation, interpreting ideas, and filtering experiences through their own perception The sender encodes an idea or feeling in words or signs that the receiver will recognize and transmits this message to the receiver

MESSAGE
The idea or feeling transmitted from the sender to the receiver to achieve understanding. It makes connection between sender and receiver.

RECEIVER
The receiver decodes or interprets the message to achieve understanding. There is a perception process. PERCEPTION = the way people understand or give meaning to their environment. experience, attitudes, beliefs, expectations, etc

FEEDBACK
It is a the receivers response to the senders message, can be intentional or intentional. It gives the communication continuity It indicates understanding or misunderstanding of the message It stimulates further communication and discussion

CHANNEL
A communication channel is the means or technique used to signal or convey a message. It is the vehicle for the message. It can be internal and external channel Information technology provides a fast channel. IT is used to store, send, receive and present information

CONTEXT
It consists of the situation, circumstances or setting within which communication takes place It plays an important part in encoding & decoding process.

INTERFERENCE OR NOISE
The message is received is not the same as the message sent because of the noise or interference interrupts intended message. It leads to misunderstanding and cause communication barriers.

COMMUNICATION BARRIERS
Communication barriers are caused by : Inappropriate choice of words Inappropriate channel Inappropriate message Receiver inattention Lack of courtesy by the sender/receiver Nonverbal that doesnt support the words Different culture background Poor layout and presentation Inappropriate timing Inadequate feedback

Examples
Cause of barriers Differences in perception Outcome People often see and interpret the same event or action in a different way People often form different interpretations Strategies to avoid barriers Listen carefully. Speak clearly and directly to the other person. Ask questions. Give feedback Listen carefully. Speak clearly and directly to the other person. Ask questions. Give feedback.

Different attitudes and values

Inconsistency between spoken and nonverbal communication

Poor communication and confusion due to an ambiguous message

Match the verbal and nonverbal parts of the total messages


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Business Communication
1. Internal communication 2. External communication

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1. INTERNAL COMMUNICATION
Each organisation has its own approach to transmitting information throughout the organisation The formal flow of information follows the official chain of command. Informal communication channel Downward and upward and horizontal information flow When managers depend too heavily on formal channels risk of distortion or misunderstanding To reduce distortion: to reduce the number of level in the organisational structure
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Flat structure wide span of control

Tall structure narrow span of control

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1. INTERNAL COMMUNICATION
Communication between colleagues One routine task in the workplace is to record, and convey simple information. Good communicators use appropriate communication skills: listening, speaking, questioning and giving feedback Participate in discussion

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Internal Communication (continued)

Communication by leaders and managers Control Communication can be used to control procedures and to encourage employee to achieve the organisational objectives The difficulty: to communicate in a way that achieves a balance between control, motivation, and efficiency. Too much control may reduce initiatives and even productivity Too little control may cause uncertainty and insecurity

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Internal Communication (continued)

Motivation The management uses communication to communicate employee When the management acknowledges the achievements of employees the job satisfaction and performance are improved Acknowledgement (feedback) : verbal and non verbal

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Internal Communication (continued)

Balancing needs and goals Companys and employees needs and goals must be balanced.
Organisational Goals Profit Return on investment Individual or team goals Good pay Job security

Employee efficiency
Production of quality goods and services Competitiveness Low absenteeism and low turn over of employee

Fringe benefit
Scope for initiative and achievement Challenge Satisfaction
Dwyer 2003 30

2. EXTERNAL COMMUNICATION
Formal contact with external Marketing communication and public relations Crisis communication

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