CHAPTER ONE
Introduction to
Communication &
Communication in the
Workplace
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Books
• What Every Engineer Should Know About Business Communication
by John X. Wang
• Lesikar’s Business Communication connecting in a Digital World.
McGraw-Hill International Edition.
• Harvard Business Review on Communication
• Business Communication By Vikram Bisen, Priya
• Business Communication By Rodney Overton
• Entrepreneurship for Engineers (2nd Edition), Helmut Kohlert, Dawud
Fadai Hans-Ul Rich Sachs.
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Learning
Objectives
COMMUNICATION MATTERS
Communication is the most used skills in almost every job.
How you communicate your accomplishments to others is a
reflection of the quality of your work. You must know how to
do your tasks to accomplish great results, but that is only a
portion of professional success.
Good communication skills are required to report your
results to others, persuade colleagues to talk, and (most
importantly at review time) sell your successes to
management----Don Zatyko, Lead Project Manager
Kaiser Permanente
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Communication Effective or Not?
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Continue
Facts :
• 55% perceived nonverbally.
• 7% depends on what is said.
• 38% depends on how it is
said.
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Communication
American Management
Association, ‘any behaviour Peter ‘process by which
that results in an exchange of
meaning’. information is transmitted
between individuals and/or
organizations so that an
understanding response result’.
Keith Davis, ‘process of passing the
information, a bridge of meaning Newman and Summer Jr. state
between the people & by using the that, ‘an exchange of facts,
bridge a person can safely across the ideas, opinions or emotions by
river of misunderstanding. two or more persons.’
Exchange of facts, ideas, opinions and as a means that individual or organization
share meaning and understanding with one another.
Business Communication
Transferring information from one part of the
business to another that leads to some outcome,
changed behaviour or changed practice.
Facilitates Problem- Relationship
decision- solving Building
making
Role of Communication in Business
Importance of Communication skills
(Needs & Wants, Success; NFI, 431 job outlook survey; R/D/W/I; NPI-
efficiency & communication; and leadership).
➢ Why Business (social & economic Process) depends upon
communication?
Salespeople → customers, Executives → manger, Production mgt→
orders, MKT profess→ MKT, Researchers→ info, PR professionals →
trust (all exchange info).
Challenges of Business Communications
1. Communication in Hybrid and Remote Work Environments
• Maintaining clarity, engagement, and collaboration when teams are dispersed
across different locations and time zones.
2. Cross-Cultural and Global Communication
Managing cultural differences, language barriers, & communication styles in
international business contexts.
3. Information Overload
• Employees and managers face overwhelming volumes of emails, messages, and
notifications.
4. Digital Communication Etiquette
• Balancing professionalism with informality in online platforms such as
WhatsApp, and social media.
5. Misinformation and Lack of Message Clarity
• Inaccurate or unclear messages lead to confusion and poor decision-making.
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Continue…………….
6. Data Privacy and Security in Communication
• Protecting confidential information shared via email, cloud platforms, and
messaging apps.
7. Emotional Intelligence and Empathy
• Building trust and understanding in virtual or high-stress business environments.
8. Adapting to Rapid Technological Change
• Keeping up with new communication tools (e.g., AI-driven chatbots, virtual
reality meetings).
9. Generation Gap in Communication
• Bridging communication preferences between Baby Boomers, Gen X, Millennials,
and Gen Z employees
10. Crisis and Change Communication
• Managing transparency, trust, and consistency during organizational crises or
change processes.
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Types of Business Communication
Operational Personal
Internal
External
External Communication
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Verbal
Communication • Oral communication: message or
information exchanges by spoken
words (face to face and mechanical
devices).
• Written communication
▪ Process of communication
through sending and receiving
Non-Verbal wordless messages.
Communication ▪ Gesture; body language or
posture; facial expression and
eye contact; object
communication.
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Verbal vs. non-Verbal communication
Oral Communication Non-Verbal Communication
• Confidence • Body language and signals
• Thoroughness • Gestures and facial expressions
• Friendliness • Graphics
• At ease - comfortable • Brochures
• Approachability • Overheads
• The mind set of both parties • Samples of products
• Appearance and grooming • Inspections
• Tone of voice • Videos
• Empathy • Photos
• Demonstrations
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Communication Networks
• Formal Network
• well-established, usually along operational lines
• planned
• Informal Network
• complex
• dynamic
Grapevine: informal communication.
Information spreads through unofficial channels and social interactions.
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The Formal and Informal Communication Networks
Small Manufacturing Company
FACTORS AFFECTING COMMUNICATION
Context
Refers to the specific circumstances surrounding the
communication process including the physical setting, the
relationship between the sender and receiver, and any
cultural or social factors that may influence the
communication.
Noise
Refers to any distractions that disrupt the smooth
transmission and reception common of the message.
Culture & Language
Cultural and linguistic differences can significantly influence
how messages are perceived and understood. Different
cultures may have unique communication norms, gestures, or
customs that affect the interpretation of messages.
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The Communication Process
Phase 1: Through Phase 6:
Sender Has Receiver
an Idea Channel
And Medium Sends Feedback
Phase 2: Phase 5:
Sender Encodes Receiver Decodes
Idea Message
Six-Phase
Phase 3: Process Phase 4:
Sender Transmits Receiver Gets
Message Message
Situation
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The Business Communication Process
A Model of Business Communication Process
[Link] a need for communication
[Link] the situation
3. Considering possible Communication strategies
4. Selecting a course of action
[Link] the message
6. Sending the message
[Link] the message
[Link] the message
[Link] on a response
[Link] to the message
The Role of Technology in Business Communication
❑ Faster and Real-Time Communication
❑ Global Connectivity
❑ Cost Efficiency
❑ Enhanced Customer Interaction
❑ Better Data Management and Security
.
❑ Flexibility and Remote Work
Email Instant Messaging Video Conferencing
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