26 26 mba business communication

8/8/2019 26 26 Mba Business Communication

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Business Communication

Lecture-1

5 Units- 7-8 Sub Topics each Class discussions will cover 3-4 sub topics.

Communication comes from Latin word communis meaning common or sharing.

Communication-Language and Media Verbal/ Non-verbal.

Whatever you want the other person to understand is refered as it is.

Medi listening: - Speaking-Reading-Writing

(Need Vocabs)

What should be kept in mind while communication:-

1. Age of the receiver.2. So whom you are communicating.3. Gender of the receiver ex: - polished, descent, modest with females.4. Relation with the receiver Language + Pitch

Communication Characteristics: - The word communication is derived from a Latin word

Communis means common and communicar- Sharing ideas and information. It stands for a natural

activity of all humans being to convey opinions, feelings, information and ideas.

Communication can be verbal and non-verbal.

In words of Louis- Communication is the sum of all things one person does when he wants to create

understanding in the minds of another. It involves a systematic and continuous process of telling,

listening and understanding.

In words of Robest-Anderson -> Communication is interchanging of thoughts, opinions or

information by speech, writing or sign.

Lecture-2

Process of Communication

The process of communication works in various stages they are:-

1. Information, ideation thought and message:-To start communication a sender should have withhim, information, idea, thought to convey to the receives.

2. Encoding:-The sender than arrange a information a idea in a particular code to convey to thereceiver.

3. Transmissions of message: - This is the most important stage where message is transmittedthrough the appropriate or through available medium.

4. Reception: - At this stage the receiver receives the message, information or thoughts.


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5. Decoding:-At this stage the receiver decodes (understand) the particular encoded message sentby the sender's level.

6. Understanding: - This stage is given very important where the transmitted message is beingunderstood and the receiver, interpret, understand or group the message.

7. Feedback:-This stage is utmost important after the transmission of message because the furthercommunication will be depending on the feedback of person.

8. Noise:-The last stage of process of communication is Noise or Communication Barrierwhich can hiders the way of communication.

Types of Communication

1. Verbal Communication2. Non-Verbal Communication

Verbal Communication:-

Human being is only creature on earth who has been gifted by various

languages to interact. Verbal communication refers to vocal or oral communication. verbalcommunication helps to gets the immediate feedback and due to this immediate feedback decision

making is fast in an organisation. Verbal communication is very fast medium to understand and to take

fast decision. It also saves time and money.

Non-Verbal Communication:-

Non verbal communication means the communication is not verbal, vocal

or oral but it communicates by various components given below:-

1. Body Language:- Movement of parts of body. Facial expression. Eye contact.1. Body Movement: - When the various parts speaks or movement. The posture which refers the

co-ordination, expression and the under stability.

2. Facial Expression:-It depicts the feelings or emotion of any person.3. Eye Contact: - Eyes are the highly expressive part of human body, it expresses feelings

emotional likings, anger, greif and happiness.

Attire: - Attire refers to the dress up and the personality of a person the first look, with the help ofattire you can yet the personality of person or sense of a person.

Appearance: - The overall view of personality, style, attire and body language.

Behavioural Aspect: - Behavioural aspect is to behave soft, decent, exceptable manner, every,

anywhere and anytime.


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Lecture-3

Objective of Communication

Understanding the process of Communication

The foremost objective of communication is to understand the process of communication i.e. tounderstand the various steps of involved into the process of transmission of message i.e. thoughts->

feelings-> encoding-> transmission->reception->decoding-> un stand->feedback->Noise as a barrier.

Target Audience: - While communicating understanding the audience is very important. One has to be

focused on the occasion, gender, age and the relation. It is necessary that the audience should be well

acquired with medium of communication; righting to be transmitted to the right audience will make

your efforts successful as well as right information transmitted to wrong audience well put your efforts

in vain.

Analysis of the audience is second objective of effective communication.

Information: - The sender must be fully equipped with the inform which has to be transmitted. Theinformation should be complete & clear in the mind of sender.

Plan your communication: - The formal communication written verbal or nonverbal should be

presented with paper planning means, the content of the message, lenguage of the message words to be

chosen and the proper complete essence of the message everything should be planned.

Sincerity:-Effective communication demands a reasonable level of sincerely honest and truthness.if a

sender fails in maintaining the above points, he will loose the reliability. Hence, sincere and truthful

communications is again an important condition.

Means and Median:- Selection of medium for formal communication is to be kept in mind, i.e

medium showed be selected according to the mental status and occasion of audience.

To obtain feedback:-The last but very important objective of effective communication is feed back. It

is being said that communication can be defined in one line recipient should understand the senders

information or emotions Effective communication is complete only when you receive the feedback of

your communication.

Principles of communication

Can be explained as below points:-

Clarity of purpose :- In the very beginning of communication sender has to make a careful analysis

what he exactly want to communicate Sometimes in business communication it has been observed that

the sender is unable to clarify the issues completely So the one has to be very clear about the purpose

of communication. Sometimes Lack of planning leads to the confusion is big communication.

Sender has to make all possible efforts to understand the 4 w's.

Kathy, when, whose & what to communicate.


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Shared activity: - In an organization, all members from higher level to lower level are working for

common goal It means that all of them have a shoud.directly to indirectly in different ways. It is the

shared responsibility of the entire organisation. It is therefore useful to remember the heading for

action and for information when communication is being planned.

Focus the need of the receiver: - This is always to keep in wind whatever you are communicating is

the receivers need or not our Communication should be valued by the receiver Our awareness of theneed of the receiver will make him more receptive.

No effective communication can be based on assumption. The sender of the message must clarify his

assumption and then go ahead with proper messaging.

For proper effective communication simple language is always preferable. Care must be taken that the

receiver of the message can understand and value your communication not use word with double

meaning also not use the high literally vocabulary.

It is the soul of communication. Be very caution about the tone, words and the choices of language

Politeness pays in both the words and the action. Special care to be taken for this soul of

communication.

One must also endeavour to send the complete message, finishing all necessary information, and

fifures.The message should be so complete that it should be so understood fully without leaving any

doubt in the mind of the receiver.

The model of the process of communication shows that the feed back is last but an essential

component. By Stafin Robins The communication is complete only when the message is understood

by the services and it can be understand only when the receiver sends you the feed back .we can also

achieve this target of getting feed back by asking questions or requesting for reply letter or by

encouraging the receiver by asking him to acknowledge message with his views.

Dimensions & Channels Lecture-4

Download-Upward: - Every organization has its hierarchy level. When communication flows form

higher officer to the lower position, It is said to be downward communication .It can be in the form of

memorandom, notices.office orders, speech, meetings & conferences etc. It flows in the channels of

president toV.P.G.M.......................Junior staff.

In every organization, the hierarchy of upward communication is being found, i.e.

Junior StaffSupervisorAsst. Manager.........President.

It can be in the form of request, letter, app. Letter, suggestions, repeits, demand letter, union meeting.

Lateral(or horizontal):- When a level or positions are communicating bet each other i.e. from

President VP,GM GM,BM BM,RM RM,AM AM, supervisor Supervisor, JuniorStaff Junior Staff in the form of event discussion, Planning about meeting and conference etc.


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Diagonal: - This communication is b/w higher level to lower level or lower level to higher level

sometimes .It is also said to be crosswise communication president-GM, GM-Regional Manager, BM-

Asst. Manager etc. It can be in the form of telephonic communication, suggestion& advices

sometimes.

Grapevine: - Grapevine is the communication normally flows in any direction. It doesnt have any

specific level or directions. It spreads in the form of groups & rumours. It has no authernity, normally

in an organization; it flows during lunch time, rest time, parking, corridoor, gfroups etc.

Barriers of communication

1. Psychological Noise

2. Lack of Planning

3. Improper Listening

4. Poor Attention

5. Social & .Psychological Factor

6. Cultural Barriers

Social and Psychological:-The effects in the proper flow of communication like normally in the highstatus people do not keep communication with low status people & vice vessa.

Cultural Barrier:-Oftenly, cultural difference affects the communication like the some colour &

symbol may mean differently culture people. For example. In western Countries, black colour is

associated with sadness or morning. While in eastern countries white colour is associated with sadness

or grief. These cultural differences create or affect the proper communication.

Formal and Informal communication

In a border sense, Communication can be categorized into 2 channels or informal channel.

1) Formal Communication: - Formal communication could be defined as a channel whichgenerally forms bet proper protocol (or positions) It doesnt involve any inter personal flow of

inform or takes place in formal, hierarchical structure. It monitors and filters the information

.The information is authentic & it enables the official system & run smoothly.

2) Informal communication: - By nature cannot be regiments or formal always so people mostof the time adopt informal communication. This informal communication can be b/w various

positions. It may mainly & highly found in the society .it also satisfy the trust the need of

collecting of information.

3) Listening Skills: - Unless u r a good listener you can never be a good Orator/manager/reader.Patience-enough to listen.

Types of Listening:-

1) Active Listening 2) Passive Listening

I. Active Listening: - Active Listening is the most desirable form of listening .Hence thelistener makes sincere & corneous efforts to listen attentively. This motivates the

speaker & to create a positive environment. The content is properly grasped and

understood by the listen. As a result, it gives good retention.


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II. Passive Listening:-On the types of listening, the listen is physically present but notactively participating in the process of communication listen in to attentive grasping the

information or a communication, As a result, it gives poor retentions.

III. Selective Listening:-The listener is selectively or partially attentive to thecommunication .The message practically grasped or understood by the listener .in thistype, Listener of this own interest. As a result, it also gives poor retention.

Lecture-5

Presentation (Points to be remembered while speaking to the audience.)

In big industry and in commerce, the term presentation has come to be used in reference to Public

speaking. There is various purpose of presentation such as:-

1Taking a marketing proposal.

2 Taking a Contribution to a seminar.3 Launching a new product.

4 Starting a training course.

5 Presenting a new big plan.

6 Diversification of a big and so on.

On the above purposes, the following points should be importantly followed to make a successful

presentation which also makes a positive impact on the audience:-

1. Be clear about the occasion:-It means that the person who is asking a presentation shouldknow the person proper sphere and the purpose he wants to full fill through his presentation. It

is also very important to know what is happening at the time of the presentation i.e. what event

as topics to be discussed. The presentation can be on inaugural function, closing ceremony,

seminars and conferences. Sometimes presentation can also be on some typical and critical.

Circumstances (if company is facing financial crises) Hence the occasion must be clear to the

presentation.

2. Make audience Analysis:-Before making a presentation it is of utmost importance to know forwhom the presentation is mentor audience is important not just gathering of people but it has

collectively various personality at one place for specific occasions.

One must also know the size or number of the audience, the age, gender, relation educational

background & experience etc. Knowing these things will influence your language, tone,

vocabulary & details of the content which will also give your the idea of the expectation of theaudience from your present.

Audience Analysis should also go during the presentation. The reaction of the audience & the

expression of these jokes with speak & illustrate so observe this the presenter is not be very

careful & attention.

3. To visit the Location of the Presentation:-If possible the presenter should visit the location

before events do not take the location for granted. The size of the room, sitting arrangement,

room temperatures, light control, public address equipments are to be taken care of also make


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sure that your voice should not echo in the present area. The presenter & the audience should

both be comfortable with the overall environment of the location.

4. Plan out the presentation:-This point is also very important to plan the presentation in detail. It

should have the beginning, Middle and the end.

a) Beginning:-

1. Introductory remarks2. Statement of the objective giving reasons why you are making this presentation.b) Middle:-

1. Break the main body of the presentation into short clearly stared units or sessions. not morethan 4 or more sessions can be managed.

2. Illustrate the points with example.3. Put a time limit on each of the points.

c) End:-1. Give a summary of the whole.2. If required refers to the beginning or the middle or the end.3. Make final remarks and end in a positive note.5. Decide upon the method of presentation:-Having planned out the presentation one has to

decide upon the method of the presentation. The methods can be reading, explanatory, memorizing,

and spontaneous (through) present.

6. Rehearse the Presentation:-

The lost and the important activity is to rehearse the presentation. It is a private/personal

practice that moves towards self improvement. Be very particular about the clarity of the

language, pronounciation & the volume.

7. Overcoming Nervousness: - Everyone cannot be the confident speaks sometimes; it is a difficult

task to face the audience and to address them. It might happen one may get sweaty palms,

breathlessness, palpitation, expressing difficulty in finding the right word, forgetting words playing

with the buttons all these are signs of nervousness to overcome this, repeated rehearsal of a prepared

speech is required.Breathing deeply ,looking straight to the audience, breathing deeply again, talk

slowly,givong yourself and the audience the times to relax, moving slowly and gracefully in front of

the audience and at the visual aisdwhenever it is required.

Lecture-6 Interview

The term interview has been derived from the French word entervoir that means toginipse (to see

each other).AN Interview is a classic ex. Of communication that takes the place through a process bywhich meaning or information of exchange between people.

OR

An Interview is interaction between 2 or more people with objective to get maximum possible

information about the person.

Essential features of Interview

1. It has definite purpose & it is to know both the Interviewer and Interviewee.2. Both the parks need to prepare for the communication event.


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3. Almost all the Interviews are pre-arranged.4. There is a clear exchange of information. The information exchange may or may not be kept

secrete.

Structure of an Interview

AN Interview has a well defined structure, in other ways we can a V Interview is a formal

communication event. It has three stages.

The beginning, the middle & the end.

1. The beginning:- Introduction Statement of the purpose of meeting. Making each other comfortable. .Creating an atmosphere of relax open mind approach 7 preparing to start

discussing things frankly.

2. The Middle:- Aim at exchange of Information. Listen attentively & potentially. To keep eye to eye contact. Ask to question clearly. Make sure to cover the agenda. Be polite. Seek/give clarification if required.

3. The Closing:- Summing up the discussion. Avoid hurry or about ending. Exchanging the feelings of gratitude & Thankfulness. Closing on a positive note.

Types of Interview

1. Job Interview: - Selection for the post in an organisation.2. Admission Interview:-Admission to college, library, club etc.3. Selection Interview:-Selection for a specific assignment, project, conference or foreign

posting etc.

4. Grievinance Interview:-One complains ar a person with Grievinance meet the grievanceauthority.

5. Cyclogical Interview:-Counselling guidance with students, Criminals, people under stress andto evaluate the mental status.

6. Media Interview:-Where the newspaper, magazines, radio or T.v. representas or get the viewsof any particular.

7. Matrimonial Interview:-Spouse selection, the interview of boy and girl.8. Promotion Interviews:-Evaluation to a higher position with in the organisation.9. Orientation Interview:-Means post selection interview to familier the selected person with the

job or assignment.

10.Exit Interview:-Seeking relevant information when a person quits or leave an organisation.


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Interview Score sheet

A+ A B+ B C+ C Remark

1 Appearance

2 Subject Knowledge

3 Conception

4 Clarity

5 Attitude6 Communication Skill

7 Interpersonal Quality

8 General Knowledge

9 Overall

Appearance/Personality

Total

Internals:-

1. Definition of Communication & model/process.2. Objectives of Communication3. Types of Listening.4. Verbal on Non Verbal Communication.5. Techniques of oral presentation.6. Social Cultural Barriers.7. Psychosocial Barriers.

Lecture-7

Essentials of Communication Process

Writing process consist of the 3 steps:- Planning writing & completing your message.

1. Plan the writing:-1. Define your purpose and develop an audience profiler.2. Gather the Information: - Determine audience need and obtain the information necessary to

satisfy those needs.

3. Select the right medium: - Select the medium for delivering your message.4. Organize the information: - Define your main idea, limit your scope, select direct or

indirect approaches & outline your content.

2. Write:-Be sensitive towered audience need with a youattitude, politeness, positive emphasis

and clarity of language. Build a strong relationship with your audience by establishingyour credibility and emage.control your style with a conversational tone and plan

English. Compose the message choose strong but simple wards to create effective

sentences. Always remember the 4 Cs i.e. Clear, Concise, Correct and complete.


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There are four various ways which should be followed while written a report.

1. Collection of Data: - One should collect all relevant materials like notes, photographs,interview and documents etc.

2. Planning (Plan the reports):-

Consider the purpose of your report, who is it for? Why does it ? & how will be? State the Aime:- Decide which informations is important & which information is irrelevant. Arrange the point in a logical requence in order of importance & make rough notes. Draft a working plan on a separate sheet of paper. Decide where you need illustration & diagram.

3. Drafts the Report {Drafting}:- Write the introduction, Write the subject the purpose. Write the body of report. Write the conclusion & recommendation or suggest. Summarized the reports in few sentences.

4. Edit the Report:- Examine the whole drafts. Check your grammer,spellings,punctuations & style (Language & Expression) Read the text allowed to yourself or it would be better if somebody to read for you. Check your illustrations. Finally, left someone to give constructive criticism on your draft.

Lecture -9 Proposal

Proposal: - Proposal is a written offer to initiate a proposed course of action. A proposal is a method of

persuading people to agree to the writers view or to accept his suggestions. It is a systematic factual

formal & persuasive description of course of action or set of recommendations or suggestions. It is

written for a specific audience to meet a specific need. The main objective of the proposal is to pursuit

the reader to accept the proposed course of action. The proposal may be accepted or rejected

depending on how effectively. It responds to the need the situation/problem/company or institution etc.

Types of Proposals:-

Criteria Type DescriptionContent & Format Non Formal & Formal Short proposals & Llong

Proposals

Nature of Audience Internal & External Address to readers

Source of Origin Solicited Written in response with

request.

Written in report without

request.

Names: - (1) Formal (2) Informal (3) Research (4) Business Proposal


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Structure of a Formal Proposal

A Formal Proposal includes the following steps:-

1. Title Page2. Table of Contents3. List of figures4. Methodology5. Introduction6. Proposed Plan7. Advantage / Disadvantage8. Recommendation/Suggestions9. Conclusion.

Title page of a Proposal

bfghngfA Proposal of

khjluik

Email Message:- Email is the medium of communication that sends & receives message through

specially designed company network. In todays world email is the most important channel of

communication. Email helps to reinforce professional & business relations, everybody big dealing &

ordinary activities of big world not be possible without email. Email can be used inside or outside the

org.Email are meet faster than letters and memos. They are used for outside transmission of

information & ideas .They serve several purpose while may include:-

1.

Conveying Routine Information2. Requesting Information3. Inviting the readers to business meeting, conference, seminar, workshop or symposiums etc.4. Containing proposals.5. Seeking explanations & clarification.6. Describing problems.7. Persuating the readers to take actions.8. Giving feedback, suggestions or recommendation.

A proposal on

___________________________________

___________________________________

Submitted to:-

___________________________________

___________________________________

Submitted by:-

Name

PexgnationCompany


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Email Advantages:-

1. Speed2. Low cost3. Quick Distribution4. Easy Attachment5. Easy Upward Communication

Characteristics of Email:-

1. Concise2. Correct3. Clear4. Complete5. Conversation Tone6. Single Theme.

E-Mail Format

YahooInbox

Send Message

Trash

Spam

Short note on proposals & Emails & illustrate diagram where necessary.

Lesson 10 Appropriate Channels & Media for Effective Communication

Communication Channels are:-

1. Verbal Communication, Non Verbal Communication, Internet, External, Downward, Upwards.2. Medium:-T.V.Media,Fax,Internate

Point 1:- Simplicity:- In the very beginning a management students should learn that there should

no essential difference but the language of a business. Letter and a personal letter. It must be kept in

mind that the writer of a letter is a person communicating with another person. It is therefore, the

polite personal touch that proves to be more effective the shift to maintain the simplicity of the

language is always appreciable.

Point 2:- Clarity of Goal:-In our thoughts 7 expression. We have to be clear our communication

every letter is a reflection of the writers mind. He should therefore a clear about what information he

is seeking of wishing to gives, this must be primary goal. All the facts and figures must be stated in the

simplest possible language.

Point:-3 You attitude:-The most effective business letters are those that shows the writer has to

view things from the readers point of view every human being is interested in himself. He wants the

personal touch, the personal importance and personal regards for himself so+a writer must full fill his

business demands as well as psychological demand.


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Point:-4 Persuation:- Persuation is the main function of business common. It is most evident and

effective in business letter persuative letter are written in the Varity of circumstance persuation also

keep the regular touch.

Point -5Tactfull Approach:-A effective letter is a text filling planned letter a business letter is not

always a simple straight forward statement of a situation or giving out of some information. The writer

must know how and what approach to be made for the problems or at the time of difficulties.

Point-6Ethical Standard:- All communication upholds certain difficult standards. In business as to

be followed strictly your expression should be genuine and sincere to get the good image and

legitimacy of our goal.

Lecture-11 Listening Resume

Covering Letter: - The covering letter accompany the rsum. It is as important as an application

short and sweet telling the recipient that all the details are atleats to it, in a form of CV

.

A well drafted covering Letter reflects the personality of a water, communication skillenthusiasm following point should be taken care while drafting a covering Letter.

1. Use of standard quality paper.2. The letter must be typist unless employer specifically asked for a handwritten

application.

3. The name and address of the employer must be carefully written.4. The source of information regarding vacancy must be mentioned.5. An applicant must use an active and positive tone.6. An applicant must express enthusiasm and optimistic towards receiving a favourable

reply from the employer to discuss more details in an interview.

7. The style of Covering Letter should be formal.

The Curriculum Vitae of Resume

The resume is also as C.V. in American English Almost all jobs advertisement asks for resume or C.v.

or bio data .The following details are common while writing the resume.

1. Personal Particulars:-Name

Address

Telephonic No.

D.O.B.Mantal Status

Email ID

2. Acadmic Qualification:-Institute DegreeBoard/UniversityInstituteYear of Passing%


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3. Passport Details:-Validity Date

Place of Issue

Issuing Authority

4. Professional Qualification :-Certificate/Degree Board/University Institute Year of passing Percentage

5. Industrial Exp/Professional Exp.:- Name of Company Designation Work Profile Duration

6. Present Engagements:- Company Name Designation Profile

7. Other Engagements / Achievements8. Additional Information

9. References

Lecture 12 Proposals

A sample of Short Proposal

Proposal To,

Mr. R.D. Kapoor

Aarvee Consultant

For conversation to Elite filing system

Efficiency factors of elite filing systems

The elite filing system differs form shelf drawer filling in many respect Given below are the efficiency

factors of the Elite filing system:-

1. Files are put in a contains, not to drawer or a shely or in a cabinet. The unit box is 5 wide.The document does have support every 5 This is most important need of lateral filing.

2. The unique stair step effects cast the angle in which unit boxes are having providedaccessibility available. This accessibility is an exclusive feature of the elite filing systems.

Every file is easy to locate.

3. Flexibility is another great advantage of this system. one can rearrange & expand without atime consuming exercise. There is no need to transfer records handful by handful.

Proposal from:-

Bharti Pvt Ltd.

B/4,Dadar

Mumbai(MH.)


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Memoranda

The word memoranda is derived from the Latin word memorarefurther change to memorandus

(notable) which Literally means to mention or to tell

A Memoranda short form as memo can be defined as:-

A written statement that you prepare specially for a person or a committee or a group. In ordepr to

give them information about a particular matter or a subject.

The Memo Format: - A memo is a form of communication but it is not a letter Therefore its format is

also different from a format of a letter. Most company have their own printed memoranda with the

main company heading and also with the heading of department or section.

Bharti Oil Ltd.

Head Office Mumbai

Ref No. Date:

ToFrom

Subject:

1.2. d3. dCC To Name & Signature

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26 26 mba business communication

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