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Introduction to Business Communication
Module 1
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Overview• Meaning of Communication
– Definition of Business Communication• Objectives of Communication• Process of Communication
– Elements of Communication• Types of Communication
– Methods of Communication– Channels of Communication– Dimensions of Communication
• Barriers to Communication– Overcoming Barriers to Communication
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Meaning
• ‘Communis’ - Latin word - common
• Common understanding between 2 or more individuals (biz environment – biz comm.)
• Process – message / information transferred from sender to receiver– Internal Communication– External Communication
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Types of Communication
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Definition
• Exchange of facts, ideas, opinions or emotions by two or more persons – Norman & Summer
• Process of passing information and understanding from one person to another
• Meaningful interaction among human beings
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Objectives
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Process of Communication
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Factors affecting encoding / decoding process
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TYPES OF COMMUNICATION
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Methods of Communication
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ParalanguageThe way in which you say words; volume, pitch, speaking rate, voice quality
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VolumeHow loudly or softly you are speaking
When might you speak loudly?
Softly?
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PaceHow fast or slow you are speaking
When might you speak fast?
slow?
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Pitch
How high or low the sounds of your voice areWhen do you speak with a high pitch?Low?
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Chart of Feelings.
Feeling Volume Pace Pitch
Anger Loud Fast High
Joy Loud Fast High
Sadness Soft Slow Low
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Voice QualityWhat makes people able to recognize you by your voice alone
Ex: on the phoneWho has a distinct voice? Arnold Schwarzenegger? Mr. H? Bush?
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StressVolume & pitch; the amount of emphasis you place on different words in a sentence.
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Stress Examples: How does meaning change in the following sentence by stressing different words?
I like him very much.Meaning: You like him, not the other person.
I like him very much. Meaning: It is that guy you like, not someone else.
I like him very much. Meaning: You have very strong feelings.
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More Examples: How does meaning change in the following sentence by stressing different words?
She’s giving this money to me.Meaning: SHE is the one giving the money, nobody else.
She’s giving this money to me.Meaning: She is GIVING, not lending.
She’s giving this money to me.Meaning: MONEY is being exchanged, not anything else.
She’s giving this money to me.Meaning: I am getting the money, nobody else.
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10 Volunteers are needed to number off and remember their number.
There will be a series of sentences. The odd numbers will say the sentences
as a praise. The even numbers will say the sentences
as a criticism.Praise (odd #s) vs. Critisism (even #s)
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ProxemicsThe study of spatial
communication
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Four Distances depending on the type of encounter and the nature of the relationship
Relationship Distance Typical Situation
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Intimate Distance: 0-18 inches
Situations: Giving comfort or aid, whispering, conversing w/ close friends and family
We are easily stimulated in this distance, but often easily uncomfortable.
EX: personal space. Who do we let in it?
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Personal Distance: 18 inches-4 feet
Situations: Talking w/ friends or business associates, instructing in a sport, other students in class
We’re mostly in this distance.
If you decrease to intimate in this distance people feel uncomfortable, but if you increase your distance people feel rejected.
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Social Distance: 4 ft - 12 ft
Situations: Discussing impersonal or business matters w/ someone in authority, taking part in a small group discussion
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Public Distance: 12 ft - 25 ft
Situations: Public speaking, teaching a class, leading a pep rally, fans in the stands at a game, people waiting in a lobby
Mostly with strangers we do not want to interact with
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Conclusions
Based on the four types of distances and their examples, what can you conclude about the correlation between the distance people have with you and what that might mean?The closer the more they like you; the farther away the less personal.
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Haptics
The study of touch communication
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5 reasons we touch
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1. Positive emotions
Support, appreciation, inclusion, sexual interest, and affection
Communicates composure, affection, trust
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2. Playfulness
Tells the other person not to take them seriously
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3. Control
Touch controls another person’s behaviors, attitudes, feelings
EX: “move over,” “hurry,” “stay there”
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4. Ritualistic
Greetings and departures
Ex: shaking hands, hug, or put arm on shoulder
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5. Task-related
Touch for a task
Ex: Checking fore-head for a fever
Customers gave larger tips when lightly touched by waitress (Marsh 1988)
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Identify Nonverbal Cues…
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Essentials of Effective Communication (7C)
• Clarity• Completeness• Conciseness• Concreteness• Correctness• Courteousness• Candidness
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Verbal communication.
Two types of verbal communication. (1) formal communication.
(2) informal communication.
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Formal communication
We use this type of communication in offices and social gathering.
Two types of formal communication. (1) Downward (2) Upward
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(1) Downward communication Higher designation
to lower designation.
Ex. Boss ordered his worker.
Here effect of this type of communication is very much than upward communication.
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(2) Upward communication. Lower designation
to higher designation.
Ex. Worker request to his boss.
Here the effect of communication is less than downward communication.
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Informal communication.
We use this type of communication with our family or friends.
Three types of informal communication.
(1) lateral (2) diagonal (3) grapevine
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Lateral communication.
Found among members working at the same level.
Ex. Peer group. Most effective form of
communication. Barrier of subordinates or boss is not
present here.
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Diagonal communication.
The path is mixture of vertical and horizontal movement.
In large communications various departments need communication support from each other.
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Grapevine communication.
Also called as “backbiting” or “backstabbing”.
A backstabber is a colleague or an employee who acts like a friend in public but badmouth you in private.
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BARRIERS TO COMMUNICATIONS
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COMMUNICATION
CHANNEL
SETTING
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BARRIERS TO COMMUNICATION
Barriers
Sender Receiver
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BARRIERS TO COMMUNICATIONS1. Physical Barriers2. Language Barriers3. Cross Cultural Barriers4. Personal-Psychological Barriers5. Socio-Psychological Barriers6. Status Barriers7. Organization Barriers
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1. PHYSICAL BARRIERS
Noise
Time and Distance Age
Defects in medium / channels
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2. LANGUAGE BARRIERS
Different Languages Difference in Accent / Pronunciations Jargons Semantic Barriers
Word having different meanings Bypassed instructions Denotations and Connotations Poor Vocabulary Grammar and Punctuations
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3. CROSS CULTURAL BARRIERS
When the sender and receiver of a communication come from different cultural backgrounds a cultural barrier is erected and messages are misunderstood. By cultural we mean the behavioural characteristics typical of a group of people. Cross cultural barriers are erected by different national and religious backgrounds, different value system, differences in language and literature and even different perceptions of time.
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4. PSYCHOLOGICAL BARRIERS MISUNDERSTANDINGS: Some times problems
crop up when send a message on one ‘channel’ and it is received on another. When people communicate, they communicate parts, feelings, opinions or barriers. Example :
a) Indians are the most tolerant people in the world (opinion).
b) 48% of Indian population is illiterate
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THE EFFECT OF EMOTIONS: While considering the
language barrier we have referred to the effect of ‘Emotional loaded’ word like ‘profit’ and ‘bonus’. We must now mention how joy, sorrow, worry, etc. act as a barrier to communication. when we are happy, contented and secure we ignore rumors or stories about the bad intentions of the management.
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5. SOCIO-PSYCHOLOGICAL BARRIERS RESISTANCE TO CHANGE
The adult human mind usually resists change. When a message is received containing a new idea, the person receiving the message unconsciously becomes inattentive. Mr. Haiman expresses the psychological aspect of this communication problem very aptly.
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UNCLARIFIED ASSUMPTION Making assumption is a
common practice with most of us. Whenever we make statements like it for granted that this is an unchanging fact and exists like a stone or a rock. Often we find that the assumption made by the sender of the person who receives the message.
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6.STATUS BARRIERS
Hierarchy—
Managers believe that all clerks are lazy.
News letter is perceived as propaganda sheet.
Important feedback given by sub ordinates is not paid attention by superiors.
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7. ORGANIZATIONAL BARRIERS Hierarchical Barriers
Specialization of Workforce
Wrong choice of Medium
Information load
Organization Policy
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HELLO……..
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IMPLICATIONS OF COMMUNICATION BARRIERS
• Loss of Trustworthiness• Financial Impact• Delay in completion of tasks• Can lead to unrealistic
assumptions• Discomfort in relationships• Can damage public image
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Classification
Sender Receiver Situation Related Barriers
Total Impact= 0.07Verbal + 0.38 Vocal + 0.55 facial
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HOW TO OVERCOME THE BARRIERS Proper Encoding & Decoding of
message Understanding of situation Selection of Medium Maintenance of Instruments Feedback Open Mind & Positive attitude Develop Good Listening Skills Eliminate fear
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CHANNELS For effective
communication multiple channels should be used as it increases the chances of clarity of message. The message is reinforced by using different channels and there are less chances of deformation of message.
E.g. Telephone is better than memos. Email is better than telephone. IM is better than E-mail. Radio is better than TV.
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CONCLUSION
The key to the communication process is to have understanding on the part of the receiver.
There are many barriers to good communications that must be overcome for communications to be successful.
Learn to be an active listener as part of successful communications.
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CONCLUSION
Communicating to be understood and being a good listener are crucial.
Another important aspect of communication is to think about what you are saying before you say it.
Today’s communications set the tone for tomorrow’s relationships.