Business Business CommunicationCommunication

(1(1stst Session) Session) by Mr. Ujjal Banerjee

PerceptionPerception is the process of selectively attending to information and assigning meaning to it.

We choose depending on

Interest

Needs

Expectation

Perceptions of self

It is the idea or mental image that one has about one’s own skills , abilities, knowledge, competence and one’s personality.

Self-esteem is your overall evaluation of your competence and personal worthiness.

Self-concept and self-esteem is one’s self-identity.

Perceptions of Others Physical characteristics & Social Physical characteristics & Social BehavioursBehaviours Stereotyping Stereotyping Emotional States Emotional States

1. Sender/ Encoder / Speaker1. Sender/ Encoder / Speaker2. Receiver / Decoder / Listener2. Receiver / Decoder / Listener3. Message3. Message4. Medium / Channel4. Medium / Channel5. Feedback5. Feedback

Definition

- Communication is a two - way - Communication is a two - way process in which there is an process in which there is an exchange and progression of exchange and progression of ideas towards a mutually ideas towards a mutually accepted direction or goal.accepted direction or goal.

- Basic elements of Basic elements of communicationcommunication

Encoding

Idea Sender

Decoding of feedback

Decoding

Receiver

Perceived Meaning & Internal Response

Encoding of Response

CHANNELCHANNEL

CONTEXT

2. Listener – Receives encoded message –

Decodes

1.1. Sender – Sender – One who initiatesOne who initiates..

SelectsSelects IdeaIdea

Encodes –Encodes –Transmits to Receiver- Transmits to Receiver- SpeaksSpeaks

3. Message – Encoded idea transmitted by

the sender – Formulation is Important

5.5. Feedback –Feedback – When the receiver When the receiver responds to the sender’s message, responds to the sender’s message, the response is called feedback. the response is called feedback.

Person to Person / Person to Person / Telephone / Letter / Telephone / Letter /

Circular / Menu / E-mail Circular / Menu / E-mail

4.4. Medium / Channel –Medium / Channel – OralOralWrittenWrittenNon-verbalNon-verbal

Feedback may beFeedback may be verbal / non-verbal. verbal / non-verbal. Confirmatory Confirmatory Corrective Corrective

Process of Communication

First Phase

IdeaIdea

EncodedEncoded

MessageMessage

TransmittedTransmitted

DecodedDecoded

Second Phase

Response

Encoded

Message

Transmitted

(Feedback)

Importance of Importance of CommunicationCommunication

1.1. We communicate to meet needs.We communicate to meet needs.

2.2. We communicate to enhance and maintain We communicate to enhance and maintain

our sense of self. our sense of self.

3.3. We communicate to develop relationships.We communicate to develop relationships.

4.4. We communicate to exchange information.We communicate to exchange information.

5.5. We communicate to influence others.We communicate to influence others.

Communication Network

1.1. InternalInternal

2.2. ExternalExternal

FormalFormal(In large org.) (In large org.)

Informal Informal In smaller org. In smaller org.

(around 20 person) (around 20 person)

Channel of Comm.

VerticalVertical Horizontal Horizontal Diagonal Diagonal

Internal Internal :: Between members of the Between members of the same organisation.same organisation.

Vertical Upward and Downward flowUpward and Downward flow Message percolates via a mediumMessage percolates via a medium Possibility of distortionPossibility of distortion Less distortion by not fragmenting, Less distortion by not fragmenting,

by specifying the persons by specifying the persons responsible responsible

More one-to-one comm. within More one-to-one comm. within departmentsdepartments

Electronic media & e-mail Electronic media & e-mail

UpwardUpward

CommunicationCommunication

Downward

Communication

Lateral / Horizontal Lateral / Horizontal CommunicationCommunication

Interaction with peersInteraction with peers

Can be very effective Can be very effective

as there is no chain of as there is no chain of

commandcommand

Without HC, lack of co-Without HC, lack of co-

ordination, Co-ordination, Co-

operation, duplicationoperation, duplication

Diagonal CommunicationDiagonal Communication

No stipulated pathNo stipulated path

Can be upward – lateral – Can be upward – lateral –

downwarddownward

Hierarchical bindings goesHierarchical bindings goes

Can give rise to gossip, rumourCan give rise to gossip, rumour

Problem for managers who wish Problem for managers who wish

to control informationto control information

External Comm. – Oral / External Comm. – Oral / WrittenWritten

AdvertisingAdvertising

Media InteractionMedia Interaction

Public RelationPublic Relation

PresentationPresentation

NegotiationsNegotiations

MailsMails

TelegramTelegram

LetterLetter

Corporate Corporate Comm. Comm.

Types of Communication

1.1. Oral / VerbalOral / Verbal

2.2. Non-verbalNon-verbal

3.3. WrittenWritten

(a)(a) Words Words (b) (b) Articulation Articulation

(a) Body Language (c) Territory / Zone

(b) Signs & Symbols (d) Object Language

(a)(a) Reports Reports

(b)(b) Illustration Illustration

(c)(c) Memos Memos

(d)(d) Telegrams Telegrams

(e)(e) Facsimiles (Fax) Facsimiles (Fax)

(f)(f) E-mails E-mails

(g)(g) Tender Tender

(h)(h) Others Others

Telephonic message

- Cost

- Time

- Strategies to be adapted

- Voice articulation

• How to formulate a message

• More concentration req. as only words and voice articulation

• No eye-to-eye contact

• No deciphering of body language

Telephone Strategy

- Purpose

- Content of comm.

- Who is the recepient

- Is he interested, What’s his

interest

- Timing of Call

- Information or action required

Planning Planning

Delivering Delivering

- Start with a smileStart with a smile

- Reveal the basic purposeReveal the basic purpose

- Link between the interest of the Link between the interest of the

caller and the calledcaller and the called

- Listen carefully to receiver’s point Listen carefully to receiver’s point

- Close on a cordial noteClose on a cordial note

Group Communication

1.1. They develop clearly defined goalsThey develop clearly defined goals

2.2. Have optimum number of diverse Have optimum number of diverse

membersmembers

3.3. Work to Work to developdevelop cohesiveness cohesiveness

4.4. Establish normsEstablish norms

5.5. Establish good working Establish good working

environment environment

Five stages of development

1. FORMING –

3.3. NORMING – NORMING –

People come to feel People come to feel

accepted and valued so they identify accepted and valued so they identify

with the groupwith the group2. STORMING – Clarifying goals, while Clarifying goals, while

determining determining the roles each member the roles each member

will play.will play.

Solidifying rules for

behaviour

Five stages of Five stages of developmentdevelopment

(ii) Determines how to end or maintain (ii) Determines how to end or maintain the relation. the relation.

4.4. PERFORMING PERFORMING – –

Overcoming obstacles Overcoming obstacles

and meeting goals successfully and meeting goals successfully

5.5. ADJOURNING – ADJOURNING –

(i) Arranging meaning to what (i) Arranging meaning to what they have they have donedone

BehaviourBehaviour Standing up for ourselves in interpersonally effective ways that exercise our personal rights while respecting the rights of others.

Assertive Behaviour :Assertive Behaviour :

Being reluctant to state Being reluctant to state opinions, share feelings, or assume opinions, share feelings, or assume responsibility for actionsresponsibility for actions

Passive Behaviour :Passive Behaviour :

Aggressive Behaviour :Aggressive Behaviour : Lashing out at the Lashing out at the source of discontent with little regard source of discontent with little regard for the situation or for the feelings, for the situation or for the feelings, needs or rights of those being needs or rights of those being attacked. attacked.

Barriers to Comm.

1.1. Sender OrientedSender Oriented

(a)(a) Message not clear to the Message not clear to the

receiverreceiver

(b)(b) Less in transmissionLess in transmission

(c)(c) Semantic problemSemantic problem

(d)(d) Over / under communicationOver / under communication

(e)(e) I-attitudeI-attitude

(f)(f) Prejudices Prejudices

Barriers to Barriers to CommunicationCommunication

Receiver OrientedReceiver Oriented

1.1. Gap between reception & Gap between reception &

understanding understanding

2.2. Lack of graspLack of grasp

3.3. Looking down at the speakerLooking down at the speaker

4.4. Lack of interest Lack of interest

5.5. Mental disturbanceMental disturbance

6.6. Mental blockMental block

7.7. Lack of provision of correct feedbackLack of provision of correct feedback

Public SpeakingPublic Speaking

1.1. Knowing Your AudienceKnowing Your Audience

2.2. Purpose of SpeechPurpose of Speech

3.3. Determine Your GoalDetermine Your Goal

4.4. Doing ResearchDoing Research

5.5. OrganisingOrganising

6.6. Adapting Verbally & VisuallyAdapting Verbally & Visually

Target Group

Age, Education, Gender, Occupation,Age, Education, Gender, Occupation,

Income, Culture, Geographic Income, Culture, Geographic

Uniqueness,Uniqueness,

Group Group affiliationaffiliation

Oral CommunicationOral Communication

I – I – IdeaIdea

M – M – MessageMessage

P – P – Pause / ParagraphsPause / Paragraphs

R – R – ReceiverReceiver

E – E – EmpathyEmpathy

S – S – SenderSender

S – S – Security CheckSecurity Check

ListeningListening

Process of listening is two foldProcess of listening is two fold

(1) Decoding(1) Decoding

(2) Internal response to perceived (2) Internal response to perceived

MessageMessage

(Perception of the message by the (Perception of the message by the receiver) receiver)

Essentials for good Essentials for good listening listening

1.1. Positive attitudePositive attitude - Acceptance - Acceptance

2.2. ConcentrationConcentration - Receptivity- Receptivity

3.3. Q & A sequenceQ & A sequence- Concentration- Concentration

4.4. Conducive body Conducive body

postureposture - Attention- Attention

Barriers to listeningBarriers to listening

1.1. EgoEgo

2.2. Past – Present – FuturePast – Present – Future

3.3. FearFear

4.4. Familiarity TrapFamiliarity Trap

5.5. StressStress

Writing

AA – ATTENTION– ATTENTION

II – INTEREST– INTEREST

DD – DESIRE– DESIRE

AA – ACTION– ACTION

Persuasive MessagesPersuasive Messages

Writing

1.1. Read the text carefullyRead the text carefully

2.2. Select the key words in the Select the key words in the

passage.passage.

which gives the essence of the which gives the essence of the

message.message.

3.3. Note down the page number Note down the page number

4.4. Note the reference, if any Note the reference, if any

Preparing NotesPreparing Notes

1.1. Formal : Formal : Carefully structured, logically Carefully structured, logically

organised, detail, and written without any organised, detail, and written without any

personal pronoun personal pronoun Informal Informal

report: report: A short message written in natural or A short message written in natural or

personal language. personal language.

2.2. Short or long reportsShort or long reports

3.3. Informational or Analytical ReportsInformational or Analytical Reports

4.4. Vertical or lateral reportsVertical or lateral reports

5.5. Internal or External reportsInternal or External reports

6.6. Periodic ReportsPeriodic Reports

7.7. Functional Reports Functional Reports

ReportsReports - Type of Reports - Type of Reports

Report WritingReport Writing

1.1. IntroductionIntroduction

2.2. MethodologyMethodology

3.3. Facts – use of charts, graphs, Facts – use of charts, graphs, tablestables

4.4. ConclusionConclusion

5.5. RecommendationsRecommendations

6.6. AppendixAppendix

One page summary

Business MemosBusiness Memos

1.1. Circulars Circulars

2.2. NoticesNotices

3.3. MemoMemo

4.4. AgendaAgenda

5.5. MinutesMinutes

Circulars / NoticesCirculars / Notices

- Part of intra-departmental Part of intra-departmental

communicationcommunication

- Day/ Date/ Time / Place of Day/ Date/ Time / Place of

meeting / Purpose of meeting / Purpose of

businessbusiness

MemoMemo

- Part of inter and intra-departmental Part of inter and intra-departmental

correspondence correspondence

- Latin ‘Memorare’ – ‘memorandus’ -Latin ‘Memorare’ – ‘memorandus’ -

means to provide informationmeans to provide information

- Info, Request, Suggestion, On recordInfo, Request, Suggestion, On record

- Conversational toneConversational tone

- Use of ‘You’ Use of ‘You’

- Heading / Subject and Date/ MessageHeading / Subject and Date/ Message

AgendaAgenda

Circulate the agenda in advance

• Name of Org. and location

• Day, Date, Year, Time, Place of Meeting

• Minutes of previous meeting

• Issues to be discussed

• Signature of concerned authority

MinutesMinutes-- Name of org. Name of org.

- Place, Date, Month, Year, TimePlace, Date, Month, Year, Time

- Member’s NameMember’s Name

- Name of Presiding OfficerName of Presiding Officer

- Specification of the agendaSpecification of the agenda

- Details of dissension Details of dissension

- Record of detailsRecord of details

- Sig. of Writer / Sig. of PresidentSig. of Writer / Sig. of President

- Vote of thanks Vote of thanks

Resume’Resume’

• What to sayWhat to say

• How to sayHow to say

• How to arrangeHow to arrange

• Identification • Objective• Summary of

Achievement• Qualifications• Personal

Information• References

Letters

1.1. Heading Heading

2.2. OpeningOpening

3.3. BodyBody

4.4. ClosingClosing

Business Letter Format

Heading Logo

208, APC Road, Kolkata – 700 006

November, 2009

Opening Opening

Mr. A.K. RayPrecision Industry26, Camac Street, Kolkata – 700 016

Inside Address of Recipient Attention Line Salutation

Attention : Finance Department

Madam,Sir,

BodyBody• Subject LineSubject Line

• The MessageThe Message

Subject :Subject : Training ScheduleTraining Schedule

The message :The message : Main message Main message explained in explained in 2/3 2/3 paragraphparagraph

Yours truly, Sincerely

Closing

Name DesignationDepartment

LetterLettera)a) Full-Block StyleFull-Block Style

b)b) Semi – Block StyleSemi – Block Style

c)c) Open StyleOpen Style

StyleStyle

Types of letterTypes of letter

1)1) Direct RequestDirect Request

2)2) Enquiry LetterEnquiry Letter

3)3) Letters of ReferenceLetters of Reference

4)4) Legal TransactionLegal Transaction

5)5) Letter of TransmittalLetter of Transmittal

LetterLetterTypes of letterTypes of letter

6)6) Sales Letters Sales Letters

7)7) Good News Letter Good News Letter

8)8) Bad News / Refusal Letter Bad News / Refusal Letter

9)9) Letter of Acceptance Letter of Acceptance

/Acknowledgement /Acknowledgement

E-mail

• Can distribute memo, reports and documents, graphics, visuals

• No difficulty related to telephones • Can be sent to more than one recipient • No reference during reply• Separate folders can be created, like

files • Can be saved in the archive for later

retrieval

Electronic Mail – Person to person comm. through a computer

Facsimile or FAXFacsimile or FAX

Flexible Inexpensive E-mail

Advantage

1.1. SpeedSpeed

2.2. Good Print Quality Good Print Quality

3.3. Easy to Operate Easy to Operate

4.4. Lower Cost by Senders Time Lower Cost by Senders Time AdjustmentAdjustment

5.5. Comm. In different Time ZoneComm. In different Time Zone

Thank You