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BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Business Communication
CHAPTER 1
‘INTRODUCTION AND BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Communication refers to the transmission of information
from a sender to a receiver, via a given medium.
Two-way communication involves some kind of feedback
from the receiver back to the sender.
Definition: Communication
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
coding
Sender
feedback
message Receiver
decoding channel
Perceptual filters
Perceptual filters
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
The Business Communication Process
Communicator 1 Communicator 2
1. Senses a communication need 7. Receives the message
2. Defines the problem 8. Interprets the message
3. Searches for possible solutions 9. Decides on a response
4. Selects a course of action (message type, content, style, format, channel)
10. May send a responding message
5. Composes the message
6. Delivers the message
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Communication in the Workplace
• Not very different from regular communication process-wise
• Ranked one of the most important skills
• Communication skills crucial to success
• Not just for the organisation, but for each individual/employee
• Manager is labelled immediately as a poor leader without adequate
communications skills
– Empathy: putting yourself into someone else’s shoes
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Why Business Depends on Communication
• To produce or sell, businesses must coordinate the activities of
many groups
– Employees, suppliers, customers, legal advisors, community reps, govt.
• All coordination is made through communication
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Within businesses a huge range of information is communicated using a
range of methods e.g.
• The financial performance are communicated through formal, written
reports
• Instructions are passed through face-to-face conversations
• Orders are sent via email
• Future plans are introduced using presentation software
• Warnings are given using memos, letters, signage, images
Various Methods of Communication
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Classifying communication
• Verbal e.g. face-to-face and telephone conversations. Clear communication
may be checked straight away and body language may be used, but there is
no permanent record of the communication for future reference
• Written e.g. letters and emails. Written communications can be kept and re-
read if necessary however meaning can sometimes be misconstrued as it is
not possible to check understanding or convey any body language
• Visual/Images e.g. signs and posters. Visual communications may have
more impact than written messages.
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Main Categories of Business Communication
1. Internal-Operational Communication
– Occurs in conducting work within an organisation
2. External-Operational Communication
– Work-related communicating that a business does with people or groups
outside the business
3. Personal Communication
– Non-operational communication that employees do with colleagues or
outsiders
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Communication Networks of the Organisations
The Formal Network
The Informal Network
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Factors affecting type and amount of Communication
1. Nature of the business
2. Size and complexity
3. Geographical dispersion
4. Organisational culture
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Barriers to effective communication
1. Semantic Barriers
i. Poorly expressed
ii. Symbols or words with different meaning
iii. Faulty translation
iv. Unclarified Assumption
v. Technical Jargon
vi. Body language and gesture decoding
2. Psychological and Emotional Barriers
i. Premature evaluation
ii. Lack of attention
iii. Loss by transmission and poor retention
iv. Distrust
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
Barriers to effective communication
3. Organisational Barriers
i. Organisational policies
ii. Rules and regulations
iii. Status
iv. Complexity in organisational structure
v. Organisational facilities
4. Personal barriers
i. Barriers related to superiors
a) Fear of Challenge of authority
b) Lack of confidence in subordinates
ii. Barriers related to subordinates
a) Unwilling to communicate
b) Lack of proper incentive
Source: http://www.yourarticlelibrary.com/business-communication/4-different-types-of-barriers-to-effective-
communication/1004/
BUS 251: WASIK ALI KHAN ‘BASIC CONCEPTS OF WORKPLACE COMMUNICATION’
End of Chapter 1
BUS251: Mabel D'Costa (MDC)