BUSINESS
COMMUNICATIONS
(Introduction)
1
COVERAGE OF THE
SUBJECT
2
COVERAGE OF THE
SUBJECT
Module • Intro to Role of Comn. •Oral Communications. Principles of
Purpose & Process; Comn Oral Comn; Barriers and Effective
1&2 structure in an Org. Listening.
Module • Written Communications. •Business Letters and Reports.
Process of Writing; 3x3 Writing Routine & Persuasive letters.
3&4 Writing Process for
Business.
Module • Case Method of Learning. •Presentation Skills. Elements,
Reading of a Case; Case Designing and delivery. Negotiation
5&6 Analysis Process Skills.
Module • Employment Comn. CVs, •Group Communication. Planning of
Group Discussions and Meeting; Media Management and
7&8 Interviews. Press Release. Conduct of
Seminars; Workshops and Confs.
3
ROLE OF COMMUNICATIONS
Introduction.
Definition and classification.
Purpose of communication.
Process of communication.
Characteristics of successful
communication.
Importance of communication in
management.
Communication structure in organisation.
Communication in crisis. 4
INTRODUCTION
Vehicle of thought & feelings.
Language remains most important means of
communications.
Growth of large scale business undertaking has
extended lines of management & supervision.
Four changes have intensified the need for
effective communication – Internet, Culturally
diverse force, Age of Information & Team based
Organisation. 5
DEFINITION &
CLASSIFICATION
Definition. Communication is the science
of drawing positive response to a
transmission involving emotions.
Classification.
Formal & Informal.
Oral & Written.
Electronic. 6
PURPOSEFUL &
MEANINGFUL
Organisation Individual
Proper Structure. Suitable Language.
Reduce Distance. Positive Gestures.
Status and Relation. Listener’s Attitude.
Remove Mechanical Perception.
Barriers.
7
PROCESS OF
COMMUNICATION
STIMULUS ENCODE DECODE RESPONSE
SENDER RECEIVER
FILTER
ENCRIPTION MEANING
NOISE
FEEDBACK
8
PROCESS OF
COMMUNICATION
Phase-1 Phase-6
Sender has Receiver sends
An idea feedback
Phase-2 CHANNEL
Phase-5
Sender encodes &
Receiver decodes
idea MEDIUM
message
Phase-3 Phase-4
Sender transmits Receiver gets
message message
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SITUATION
THE COMMUNICATION
PROCESS
1. Sender has an idea.
2. Sender encodes the idea.
3. Sender transmits the message.
4. Receiver gets the message.
5. Receiver decodes the message.
6. Receiver sends feedback.
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PURPOSES FOR
BUSINESS COMN
Provide factual information.
Inform readers about or provide
information.
Clarify and condense information.
State precise responsibilities.
Persuade and make recommendations.
11
BARRIERS TO
COMMUNICATION
Anything that prevents successful
communication from occurring.
Complex and multi-layered.
Can be technical or generated by the
medium used, etc. but:
Main problem is human behaviour and
psychology, e.g.
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BARRIERS TO
COMMUNICATION
DIRECTION OF COMMUNICATION
Language
Sender Accurate Encoding
Analysis of perception
Noise Level
Medium
Feed Back
Perception
Receiver 13
Effective Listening
OVERCOMING BARRIERS
Perception. Anticipate reaction and shape
message accordingly.
Precision. Create meeting of minds.
Credibility. Faith in the substance of the message.
Control. Shape the emotional response.
Congeniality. Maintain friendly / pleasant
relations.
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CHARACTERISTICS OF
SUCCESSFUL COMMUNICATION
Factors contributing to Success.
Knowledge Analytical
Communication
Skill Technical
Presentation
Attitude Soft Skill
Essence / Rules of Communication.
Accuracy.
Brevity.
Clarity. 15
ELEMENTS OF GOOD
COMMUNICATIONS
Study the target.
Choose language with care.
Follow grammatical discipline.
16
IMPORTANCE
Business needs good communications.
Most people lack communication skills.
Improvement of communication ability leads
to success.
Communications is vital for every part of
business.
All organised effort, including the work of
business, requires communications.
17
IMPORTANCE OF COMN
Communication is important because it is
about how information is sent and received
within firms
The way information is communicated is
often governed by how firms are structured
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USAGE OF BUSINESS
COMN CHANNELS
Listening 45%
Reading 16%
Speaking 30%
Writing 9%
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COMMUNICATION STRUCTURE
IN AN ORGANISATION
Internal & External Communications.
Internal Communications.
Downward Flow. Flow of decisions.
Upward Flow. Problem solving & Feedback-
Decision Making.
Horizontal Flow. Depts sharing of information.
External Communication.
Business transaction.
To create favourable impression. 20
CHANNELS OF COMN
• Channels between departments or functions
involve lateral communication.
• As well as formal channels of communication,
information also passes through an organisation
informally.
• Communication is not complete until feedback
has been received.
21
CHANNELS OF COMN
Communication in organisations follows
paths or channels.
Communication between managers and
subordinates is known as vertical
communication.
This is because the information flows up
or down the hierarchy.
22
VERTICAL / LATERAL
COMMUNICATION
Organisation chart shows vertical (black
arrows) and lateral (green arrows)
Board of Directors
Finance Marketing Production
Finance Marketing Factory
Officers Assistants Operatives
23
FORMS OF BUSINESS
STRUCTURE
• Pyramid - staff have a role, shared decision
making, specialisation is possible.
• Entrepreneurial - decisions made centrally.
• Matrix - staff with specific skills join project
teams, individuals have responsibility.
• Independent - seen in professions where
organisation provides support systems and
little else.
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Illustrating Structures 1
The Pyramid
Traditional
view of
organisations
Decisions pass
down formal Information flows
channels from up formal
managers to channels from
staff staff to
management
25
Illustrating Structures 2
Entrepreneurial
Key Key
Quick to act but
worker worker
pressure on
decision makers
One or two
Most small Decision people make
businesses have this maker decisions
structure
Great reliance on
key workers
Key Key
supporting decision
worker worker
makers
26
Illustrating Structures 3
Matrix
Marketing Production Finance
Project A
Project teams Staff with
created specialist skills
Project B
27
Illustrating Structures 4
Independent
Not suited to most
Dr A businesses due to
lack of control Dr B
Support systems
to professionals
such as doctors
Dr D Dr C
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MORE ON BUSINESS
STRUCTURE
Centralisation Decentralisation
• Managers keep control. • Empowering and
• Decisions are made in motivating.
the interests of the • Freeing up senior
whole business.
managers’ time.
• Costs can be cut by
standardising • Better knowledge of
purchasing and so on. those closer to
• Strong leadership. customers.
• Good staff development.
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MAIN FORMS
COMMUNICATIONS
Three categories of communications: -
1. Internal Operations – For conducting work within
an organisation. Orders, assembly reports, e-
mail, etc.
2. External Operations – B to B, personnel selling,
advt, telephone, etc.
3. Personnel Communications – affect information
flow in complex network organisational
behaviour, organisational environment, etc.
30
IMPORTANCE OF EFFECTIVE
COMMUNICATION
Quicker
Problem
solving
Improved Stronger
Stakeholder Decision
response making
Enhanced
Professional EFFECTIVE Increased
image COMMUNICATION Productivity
Clearer
Promotional Steadier
material Work
Stronger flow
Business
relationship 31
COMMUNICATION IN CRISIS
32
CONCLUSION
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