Chapter 1

Chapter 1 Effective

Communication in Business

by

Syed Maqsood Ahmed

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Business Communication

Transferring information from one part of the business to another that leads to some outcome, changed behaviour or changed practice

Formal Communication – established and agreed procedures

Informal Communication – channels not formally recognised – ‘the grapevine’

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Importance & Benefits of Effective Communication

Effective communication whether speaking or writing is highly valued skill. Number of surveys told us that executives having the ability to communicate are ranked first among the personal factors necessary for promotion.

The importance of effective communication extends across all areas of business, including management, technical, clerical & social positions.

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Ancient Heritage for Communication Principles

In ancient world, both the East & the West, depends heavily on oral communication. It was necessary to communicate well specially when dealing with matters in Government assemblies & the law courts.

For Example, China.Egypt.

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Lifeblood of Every Organization

An organization is a group of people associated for business, political, professional or social purposes.

Organization cannot function without open & effective communication.

The group of people require to interact & react, that is to communicate. They exchange information, plans, order needed supplies, make decisions, rules and regulations, proposals, contracts and agreements.

So communication is lifeblood to every organization.

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Internal CommunicationAnd

External Communication

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Internal CommunicationA vital means of getting the organizational

goals is through effective communication.There are four types of internal

communication flows within the organization.

Downwards

Upwards

Horizontal

Diagonal

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1 Downward communication

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Relatively easy to manageEnsure staff know what their job isKeep staff informed about changesCommunicate orally, then follow up in

writingIt helps increase job satisfaction, safety,

productivity, and profitabilityIt helps to decrease absenteeism, losses, and

grievances.


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1 Downward communicationStaff information needs

Job responsibilities What is my job?

Performance feedback How am I doing?

Individual needs Does anyone care?

Work unit objectives, results How is my unit doing?

Vision, mission, values Where are we headed?

Empowerment How can I help?

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Mechanisms

Job descriptionsNoticesTrainingInstructionsMemos, meetings, emails


2 Upward Communication


2 Upward CommunicationHard to manageBoss must be willing to listen

Especially to bad news

Boss must take time to listenStaff must be willing to share

Especially bad news


MechanismsShort, written weekly notes summarizing

activities and problems Boss must provide feedback

Regular staff meetings to discuss activitiesStaff copy relevant emails to bossVisit staff’s workplacesKeep your door open

2 Upward Communication


3 Horizontal Communication


3 Horizontal Communication

Necessary to ensure coordination, avoid “islands” or “information silos”

Encourage/require staff to communicate among units

Effective horizontal communication is also essential in order to solve problems, perform job duties, prepare for meetings and cooperation in important projects.


4 Diagonal Communication


Can be formal – eg. teamsCan be informalBuild cross-departmental teamsEncourage friendliness and informalityEncourage informal interaction

4 Diagonal Communication


The ideal: Internal communication web


How to encourage internal communication

Make information sharing part of job description

Define reporting and information sharing responsibilities

But avoid over-rigid procedures if possibleHold regular staff meetings

But keep meetings short and efficientProvide physical bulletin boardsCommunicate actively

Be an information source20Syed Maqsood Ahmed

Effective communication to people outside the organization is called external communication & it helps to create a good reputation & have a +ve impact on its ultimate success.



To WhomCustomersVender / suppliers GovernmentDistributors / wholesalers Methods:Marketing ways, Paper + electronicSales Dep'tCustomer Services



Challenge of Communication in The Global Market

The way you communicate within or outside the country affect’s everything you accomplish. Your ability to communicate effectively make a difference to your organization.

Developing The Right Attitude: Preparing Adequately:Becoming Flexible:Developing the right attitude and preparing

adequately are crucial to effective communication in the international market place. These qualities helps to be effective in dealing with the international business people & becoming flexible helps you to deal with the issues within your organization.Syed Maqsood Ahmed 23

Components of Communication

A.ContextB.Sender-EncoderC.MessageD.MediumE.Receiver-DecoderF.Feedback


Context

Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context.

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Sender / Encoder Sender / Encoder is a person who sends the

message. A sender makes use of symbols (words or graphic or visual aids) to convey the message and produce the required response. For instance - a training manager conducting training for new batch of employees. Sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message.


Message

Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clear.


Medium Medium is a means used to exchange / transmit the

message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication. For instance - Written medium is chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient.


Recipient / Decoder

Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder.


Feedback

Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal (through words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also in form of memos, reports, etc.


Concepts & Problems of Communication

&Nonverbal Communication

A.How Appearance CommunicatesB.How Body Language CommunicatesC.How Silence, Time, & Space Communicates


Nonverbal Communication I

Is it possible to communicate without words?

Studies show that over half of your message is carried through nonverbal elements:

Your appearanceYour body languageThe tone and the pace of your voice.


Communication researcher Mehrabian found that only 7% of a message’s effect are carried by words ; listeners receive the other 93% through non -verbal means.

♦Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions.

♦Over 65 percent of the social meaning of the messages we send to others are communicated non-verbally.

Nonverbal Communication I


A. Body Language“The bodily gestures, postures, and facial

expressions by which a person communicates nonverbally with others”

POSTUREGESTUREFACIAL EXPRESSIONSGAZE / EYE CONTACT


A. Body Language

1.Facial expression(s)2.Eyes 3.Lips4.Arms 5.Hands 6.Fingers


A1.2. Facial Expression(s)

Forehead Wrinkles Anger

Eyebrows Outer edges up Anger

Nose Upward Contempt


A2. Eyes

Cantered Focused

Gazing Up Thinking

Gazing Down Shame

Gaze on the Side Guilty

Wandering Disinterested, Bored37Syed Maqsood Ahmed

A3. Lips

Parted Relaxed, Happy

Together Possibly Concerned

Wide Open Very Happy / Very Angry


A4. Arms

Arms Crossed Angry, Disapproving

Open Honest, Accepting


A5. Hands

On Top of the Head Amazement

Scratching Head Puzzled , Confused

Rubbing Eyes Tired

Rubbing Chinfolded

Thinking,Timid, Shy


A6. Fingers

Fingers Interlocked Tense

Pointing at you Angry

OK Signal Fine

V Sign Peace


A. Basic Types of Body Language postures1.OPEN / CLOSED People with arms folded and legs crossed and bodies

turned away are signaling that they are rejecting messages. People showing open hands, fully facing you and both feet planted on the ground are accepting them.

2.FORWARD/ BACK When people are leaning forward and pointing

towards you they are actively accepting or rejecting the message. When they are leaning back, looking up at the ceiling, doodling on a pad, cleaning their glasses they are either passively absorbing or ignoring


Thank You


Chapter 1

Technology

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