business communication module1
TRANSCRIPT
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BUSINESS COMMUNICATION
MODULE – 1
INTRODUCTION
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Role of CommunicationHelps us understand:-
What factors are relevant to this situation.
Objective - What do I want to accomplish in this situation.
Approach - Which is the Better way of doing it.
Technique - What specific methods should I use to solve it.
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Communication Defined “Communication is interchange of thoughts , opinions,
information, by speech, writing or signs” - Robert Anderson (Professional Selling) “Purposive interchange, resulting in workable
understanding and agreement between the sender and receiver of a message”
- George Vardman (Effective Communication of Ideas)
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Business Communication Defined
“Business communication is any communication used to build partnerships, intellectual resources, to promote an idea, a product, service, or an organization – with the objective of creating value for your business.”
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Internal and External Communication
Business Communication encompasses a huge body of knowledge both internal and external for any business.
Internal communication includes communication of corporate vision, strategies, plans, corporate culture, shared values and guiding principles, employee motivation, cross pollination of ideas etc…
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External communication includes branding, marketing, advertising, customer relations, public relations, media relations, business negotiations, etc.
Whatever form it takes, the objective remains the same – to create a business value
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Major Classifications:- Can be classified on basis of..….. A) number of persons/ receivers to whom message is
addressed:- i) Intrapersonal:- talking to one’s own self. E.g. Dramatic works. ii) Interpersonal :- exchange of messages between two
persons. E.g. conversation, dialogue, an interview, some other
cases like… an author, a letter etc. iii) Group:- Can be among small groups like organization,
club, class rooms where all individuals retain their individual identity.
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iv) Mass:- occurs when the message is sent to large groups of people
E.g. news paper, radio, T.V etc.B) On basis of medium employed…… i) Verbal:- means communicating with words, written or
spoken ii) Non verbal :- includes using of pictures signs, gestures
and facial expressions for exchanging information between persons
E.g. personal space, touch, eyes, sense of smell and time. iii) Meta communication:- the speaker’s choice of words
unintentionally communicates something more than what the actual words state.
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Purpose of communication
We generally communicate to : Inform – directed by desire to expose,
develop, and explain the subject E.g. A simple statement intending to
convey the information like an ad on face creams etc.
Persuade – the focus is on the receiver and not the message
E.g. Home loans ad by banks.
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The purpose of communication is to get your message across to others clearly and unambiguously.
Doing this involves effort from both the sender of the message and the receiver. And it's a process that can be fraught with error, with messages often misinterpreted by the recipient. When this isn't detected, it can cause tremendous confusion, wasted effort and missed opportunity.
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Process of communication
The Linear Model:- Involves 5 basic questions – who?, says what?, on
which channel?, to whom?, with what effect? One way process Intended to control and manipulate the receiver. Assumptions that no distortions while the message
passessender media receiver action
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Shannon Weaver Model :- First to point that messages can change or be blocked Brought in the concept of noise Introduced feedback as corrective to noise which may again not
be an integral part of communication process Viewed as another act of communication
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Two Way Communication Process:- Concept is more contemporary Receiver also acts as sender of feedback to complete the
two way flow of communication Also known as transactional communication
receiver
message transmitter
Communication symbols
Communication channel
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Common Problems in Two way communication:
No perceived benefit to the audience Noise, disturbances-hard to hold attention Variations in listening skills Complexity of subject matter/message Time restraints Personal biases, hostility Responding to difficult questions Sidestepping sensitive issues
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Barriers to CommunicationBarriers to Communication
Noise Selective perceptions Filtering Information overload Loss by transmission Poor retention Poor listening Emotions Lack of planning
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Unclarified assumptions Semantic problems Cultural barriers Socio psychological barriers Goal conflicts Offensive style Time and distance Abstracting Slanting Inferring
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Characteristics of successful Characteristics of successful communicationcommunication
Candidness Clarity Completeness Conciseness Concreteness Correctness Courtesy
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Importance of communication in Importance of communication in managementmanagement
Communication skills constitute an important aspect of effective management.
Some important functions of managing are -
forecasting , planning , organizing, instructing, coordinating, controlling.
Communication is the system by which these operations are led and coordinated and the results fed back
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Need for communication in management :- (Advantages)
To increase job performance and effectiveness To promote employee commitment To effect changes smoothly Inform and persuade employees regarding
certain decisions and reasons behind. To help understand role of an individual in an
organization To update employees information about the
developmental activities
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Reasons facilitating need for corporate communication:-
Size of an organization New developments in IT The concept of human capital Need to learn corporate etiquette - how to greet,
shake hands, dress for success, listen converse with seniors, clients, ladies etc…
Hence the need for man power equipped with these skills are necessary.
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Why managers need communication skills
To perform the following roles- Interpersonal role Informational role Decisional role
All these functions are performed with the knowledge of human needs
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Communication structure in an Communication structure in an organizationorganization
Vertical - Vertical - Board of directors
Managing directors
Senior mgmt
Middle mgmt
Senior spvsr
Line managers
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Communication can be divided into two types: I) Formal Formal: a) Line relationship-
Line of authority sets down the path of communication ( general indication can be “through proper channel” etc..)
b) Functional Relationship-
Occurs when departments inform work and related organizational matters to each other
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c) Staff relationship:- Supports line management, marketing, and
production. For e.g. communication relating to personnel, public relations, administration etc.
II) Informal :- Usually flows through ---- Chat :- Grapevine:- can be attributed to a reliable source
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Merits of informal communication:- Uniting force Speed Creation of ideas Good personal relations
Limitations: Rumors Inadequacy Changing interpretations
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Crisis Communication
“A crisis is unpredictable but not
unexpected” - Timothy Combs
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Communication in Communication in crisiscrisis
Definition of a Crisis Definition of a Crisis Any situation that…
Threatens the operations of an organization Negatively impacts the reputation of an organization Affects the lives of beneficiaries, employees or other
stakeholders Can be a natural or man-made disaster
Weather-related, terrorist attacks, arson, IT theft, etc.
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Overview
Pre-crisis•Scanning
•Assessing situation
•Designing Tools & Systems
•Monitoring
Crisis
•Detecting
•Containing
•Recovering
Post - Crisis•Following -up
•Shaping memories
•Assessing effectiveness
Learning
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Nature of Crises
Incident is brief, but its impact is devastating
Long recovery periods Response involves:
Reputation repair/communication Disaster recovery Continuation of business operations
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Pre-crisis Planning
Objective - prevent or lessen the negative outcomes of a crisis and thereby protect the organization, stakeholders, and/or industry from damage $ loss reputation loss identity altered
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ScanningScanning
Definition - Looking out for potential sources of crises
Industry-wide issue analysis Organization specific issue analysis Risk assessment (“implicit issues” Stakeholder relationships
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Issue Sources Newspapers Business
Magazines TV News Trade Journals Public Opinion Polls Medical/Science
Journals On-line (web
pages, newsgroups, etc.
Risk Assessment Sources Safety/accident records Ethical climate surveys Financial audits Liability exposure Workers Comp. Product tampering Risk audits (70-80%) Sexual harassment
exposure
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Assessing situationAssessing situation
Evaluate issues in two dimensions likelihood impact
Evaluate risks with risk mgt. grid Evaluate relational threats
Power(Leverage) Legitimacy (Value driven) Willingness (Desire for action)
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Designing Tools & Designing Tools & SystemsSystems
Select Crisis Management Team Select Spokespersons Develop Crisis Management Plan Prepare Crisis Communication
System
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Crisis Communication MissionCrisis Communication Mission
Act in a decisive and timely manner Educate those affected with accurate, up-to-
date information (Proactive Approach) Involve senior management Manage reputation of organization Establish Crisis Communication Team