Bus comm I & II
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Transcript of Bus comm I & II
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.1
Understanding business Understanding business communicationcommunication
Business Communication Session I
Devesh Anand
Session 1Session 1
¨ Introduction to Communication Components
¨ Nature and types¨ Significance in management
Ice-BreakerIce-Breaker
Story -Telling
Communicating in OrganizationsCommunicating in Organizations
¨ An organization is a group of people working together to achieve common goals.
¨ Communication is vital to that process. ¨ Understanding how communication works in business and
how to commu nicate competently within an organization can help you participate more effectively in every aspect of business.
¨ Competent writing and speaking skills will help you get hired, perform well, and earn promotions.
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.2
The components of communicationThe components of communication
¨ Stimulus¨ Filter¨ Message¨ Medium¨ Destination
Feedback
Dave Caplan Case Dave Caplan Case ¨ Let us follow the case of Dave Caplan a Chemical Engineer at Industrial
Chemical ,INC .In 1998, in the process of working on another project, Dave developed ULTRA LIGHT ,a flat ,electroluminescent sheet of material that serves as a light source .Dave could see the enormous business opportunity offered by a paper-thin light fixture ,such as Ultra Light , which was bendable and could be produced in a variety of shapes and sizes. The market for lighting is vast ,and Dave ,even though at the time an engineer and not a business man ,felt the sting of inventing a device that had great potential ,but that belonged to somebody else (Industrial Chemical ,INC). He was disappointed in IC’s eventual decision not to manufacture and market this product .As we learnt what happened to Dave Caplan after IC’s decision , we will examine the components of communication ,one at a time
Match the following Match the following
Incident
1 Dave receives a memorandum from the head of R&D
2 He interprets the memo to mean that IC has no interest in his invention
3 He decides to relay this information to his brother
4 He telephones Marc
5 His brother receives the call
6 Marc listens and gives Dave his reaction
Communication Component
He filters the stimulus
Marc provides feedback
The message reaches its destination
He selects a medium
He forms a message
Dave receives a stimulus
Correct AnswerCorrect Answer
Communication Component
2 He filters the stimulus
6 Marc provides feedback
5 The message reaches its destination
4 He selects a medium
3 He forms a message
1 Dave receives a stimulus
Incident
1 Dave receives a memorandum from the head of R&D
2 He interprets the memo to mean that IC has no interest in his invention
3 He decides to relay this information to his brother
4 He telephones Marc
5 His brother receives the call
6 Marc listens and gives Dave his reaction
The Components of CommunicationThe Components of Communication
¨ Communication is the process of sending and receiving messages through spoken or written words or through nonverbal means.
The Components of CommunicationThe Components of Communication
The Stimulus¨ Internal or External—is an event that creates within an
individual the need to communicate. ¨ You respond to the stimulus by formulating a message,
either a verbal message (written or spoken words), a nonverbal message (non-written and non-spoken signals), or some combination of the two.
¨ The Filter consists of a person's unique impression of reality based on
that person's experiences, culture, emotions at the moment, personality, knowledge, socioeconomic status, and other variables. The brain receives the stimulus that is the source of the communication, interprets the stimulus, and derives meaning from it in determining what response—if any—is necessary.
¨ The Message¨ The message consists of the verbal and
nonverbal symbols that represent information you want to transmit. The extent to which your communication achieves its goal depends directly on how you construct your message to suit your audience
¨ The Medium
The medium is the form the message takes. The medium can be oral (for example, a phone call), written (a letter), or nonverbal (a smile).
The destinationThe destination
“The greatest problem in communication is the illusion that it has been accom- plished.”
— George Bernard Shaw
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.3
The destinationThe destination
¨ The destination is the point at which the transmitted message enters the sensory environment of the receiver. At this point, control passes from the sender to the receiver, and the transmitted message becomes the source, or stimulus, for the next communication. A response or reaction to a message provides feedback.
FACEFACE
Dave Kaplan Case Study Dave Kaplan Case Study
Verbal communicationVerbal communication
Oral
Videoconferences
Presentations
Phone calls
Meetings
One-on-one conversations
Written
Miscellaneous
Reports
Letters
Memorandums
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.4
Annoying Voice Qualities …..Annoying Voice Qualities …..
Whining ,complaining ,or nagging tone 14 %High-pitched ,squeaky voice 16%Mumbling 11%Talking Very Fast 5%Weak ,wimpy voice 4%Flat, Monotonous Tone 4%
Research says that Research says that nearly 60% nearly 60% of all of all communication in business are caused by communication in business are caused by poor listening …poor listening …
1. Most Oral Communication is temporary 2. Written Communication isq Permanentq Major source of documentationq A permanent record for reference in case memory fails or a dispute arises.
Business Communication Session IIBusiness Communication Session II
¨ Direction or flow of communication¨ Barriers to communication
Direction or Flow of communicationDirection or Flow of communication
¨ The Formal Communication Networkq Downward Communicationq Upward Communication q Horizontal Communicationq Cross-Channel Communication
The Formal Communication NetworkThe Formal Communication Network
q Downward Communication-
In most organizations the largest number of vertical communications move downwards –from someone of higher authority to someone of lower authority .
The Formal Communication NetworkThe Formal Communication Network
q Upward Communication-Flow of information from lower-lower-level employees to upper-level employees.
q Why is it important ?
1. Provides higher management with the information needed for decision making
2. Cultivates Employee Loyalty
3. Offer suggestions
4. Provides Feedback
The Formal Communication NetworkThe Formal Communication Network
q Horizontal Communication-Flow of information among peers within the same work unit .
q Why is it important ?
1. Help co-ordinate work assignments
2. Share information on plan and activities
3. Negotiate differences
4. Develop interpersonal support
5. Cohesive work unit
The Formal Communication NetworkThe Formal Communication Network
q Cross- Channel Communication- Exchange of information
among employees in different work units who are neither subordinate nor superior to one another .
q Why is it important ?
1. Specially deployed by staff specialists because their responsibilities typically involve many departments within the organization .
2. They have to rely on persuasive skills.
Downward
Formal communication networkFormal communication network
CEO
VP-1
MGR-1 MGR-2
VP-2
MGR-3 MGR-4
Upward
Horizontal
Cross-Channel
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.5
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.6
Informal Communication NetworkInformal Communication Network
The grapevine is ...
Transmission of information through
nonofficial channels within the organization .
Informal Communication NetworkInformal Communication Network
Characteristics of the grapevine :¨ Business related (about 80%)¨ Accurate (75% to 95%)¨ Pervasive (at all levels)¨ Rapid¨ Most active during change ¨ Normal
Barriers to Communication Barriers to Communication
¨ Verbal Barriers ¨ Non-Verbal Barriers
Verbal barriersVerbal barriers
¨ Inadequate knowledge or vocabulary
¨ Differences in interpretation (Eg Plastic)
¨ Language differences (Eg US Airline ,GM –Nova ,Electrolux)
¨ Inappropriate use of expressions-Slangs,Jargons,Euphemisms
¨ Overabstraction and ambiguity-Abstract vs Concrete
¨ Polarization
OBER, CONTEMPORARY BUSINESS COMMUN--WICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.7
Nonverbal barriersNonverbal barriers
¨ Inappropriate or conflicting signals
¨ Differences in perception
¨ Inappropriate emotions
¨ Distractions
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.8
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.9
Ethics and communicationEthics and communication¨ Defamation-False malicious statement
that injures a person’s good name/reputation
¨ Slander-defamation in temporary form¨ Libel-in permanent form in writing
/videotape¨ Invasion of privacy-unreasonable
intrusion¨ Fraud¨ Misrepresentation-false statement
The 3Ps model-The 3Ps model-Practical demonstration of a particular type of Practical demonstration of a particular type of communicationcommunication
¨ Problem
¨ Process
¨ Product
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.10
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.11
Key termsKey terms
¨ abstract word¨ audience¨ communication¨ concrete word¨ connotation¨ defamation¨ denotation¨ email
¨ ethics¨ euphemisms¨ feedback¨ filter¨ formal communication channel¨ fraud¨ informal communication channel¨ invasion of privacy
OBER, CONTEMPORARY BUSINESS COMMUNICATION, 5/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 1.12
¨ jargon¨ letter¨ libel¨ medium¨ memorandum¨ message¨ misrepresentation
¨ noise¨ nonverbal message¨ report¨ slander¨ slang¨ stimulus¨ verbal message¨ web site