Transcript
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Chapter- A
Understanding basic Processof
Communication
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Communication Process
Communication is interpersonal.
Transformation of information or message fromone person to other (s)
The person (s) who transmits the message iscalled the Sender or Transmitter.
The person (s) receiving the messages is theReceiver.
The transmitter must send information in a
format that receiver (s) can understand.
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The transmitter convert the message into a format tomake receiver understand is known as the process for
Encoding. The message can be encoded into various formats;
* oral, * written, and * visual
Once the message is encoded in a desired format, itis transferred through a medium called Channel.
A channel connects the sender to the receiver.Note:The channels of communication may be a:
* Letter * memorandum * computer, * telephone
* fax * telegram * television.
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The information which is transferred to thereceiver has to be interpreted.
This process of interpretation is know asDecoding.
In order to Decode the message, the receiver
should be ready to receive the message.
He should make himself free from others
engagement to avoid possible distraction.
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Finally, the receiver sends back the message
to the transmitter.
It may be a reply to the query made by the
sender or any response to the messagedelivered by the sender.
This reply confirms whether the informationsent has been understood or not.
Note:
This process is know as Feedback.
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All communications have many sources. Such asideas, desire to send a message, urgency forsending message etc.
The sender encode the message in to a preferredformat.
Selecting a suitable channel, the message is then
transferred to the receiver who decode it for betterunderstanding.
Finally the receiver sends back the message to thesender.
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Communication process diagram
Step 1
Sender has anIdea or
informationto share
Step 2
Sender encodesIdea in a form
that will carry itto the Receiver
Step 6
Receiver sendsfeedback
Step 3
Sendertransmits
theMessage
Step 4
Receivergetsthe
Message
Step 5
Receiver decodesthe
Message
Feedback also needs to be
encoded, transmitted, & decoded
Channel
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Basics of
Business Communications
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Why Business Communication?
A. To achieve success in todays competitive race.
B. Communication is a process of sending and receivingmessages.
> sending e-mail
> giving formal presentation
> chatting with co-employees
C. Communication is effective only when understood by
the receives. The result is:
> managing work flow
> improve business relationship
> enhancing ones professional image
> bringing many benefits (figure 1.1) next
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Many Benefits (Figure 1.1)
EffectiveCommunication
Quicker
ProblemSolving StrongerDecisionMaking
IncreasedProductivity
StrongerBusiness
Relationship
SteadierWorkFlow
EnhancedProfessional
Image
ClearerPromotionalMaterials
ImprovedStakeholderResponse
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Communication connects the company with:
a. stakeholders
b. internal groupsc. customers
d. employees
e. suppliers
f. shareholders
g. neighbors
h. community
i. nation etc.
It helps improving efficiency, quality, productivity, andmany more.
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Employers expectation from you.
> Collecting & organizing ideas & information ofsignificance.
> Expressing / presenting ideas & information effectively& persuasively with solid backup of evidence.
> Listening to others effectively so as to elaborateunderstanding and to arrive at a decision.
> Communicating with people from diverse background(gender, age, background, understanding level,profession, culture and so on)
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> Using communication technology (e-mail, instantmessaging, online research, electronic presentation,
video conferencing, etc)
> Communicating in proper manner (language, businessetiquette, courtesy)
> Communicating ethically (repotting to be so to makethe subject understood with logical views)
Example: Ineffective communication
Figure 1.2 (page 6)
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Characteristics of Effective Communication1. Provide practical information (useful information)
2. Give facts rather than impression (specific details,accurate for reader to be convinced)
3. Clarify condense information (highlight most important
one rather than dumping everything on reader)
4. State precise responsibilities (be able to generatespecific response from specific audience)
5. Persuade others and offer recommendation.(employers, colleagues, customers, clients to respondyour way)
(Example: Effective Communication figure 1.3 page 7)
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Communication in organization
A. Internal Communication:Exchanging ideas, notes, information with peopleinside organization
B. External Communication:Exchanging ideas, information, notes with peopleoutside organization.
Note: Both the above communication process flowthrough formal and informal channels.
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Internal communication
It flows in three directions
> Horizontal flow:
> Vertical upward flow:
> Vertical downward flow:
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Horizontal flow
Horizontal flow:(between departments / peers)
Sharing information, task coordination, solving difficult situationjointly)
- To exchange ideas and knowledge,
- To resolve work problems,
- To invite group suggestions,
- To have possible self development,
- To take timely actions to avoid complexity,
- To develop better personal understanding,
- To bring timely support,
- To make issues more simple and straight.
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vertical-upward flow
Upward flow:(employees to executive)
Timely reporting, problem sharing, opportunities,grievances, performance)
- better understanding on mgmt issues,
- developing trust that matters
- to bring about matching weave-length,
- better performance to exhibit
- result output more accuracy,
- quality outcome to personal growth,
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vertical-downward flow
Vertical down flow: (executive to employees)
Sharing policy decision, directions, guiding factors,rules/regulations, guide lines)
- boss has to open with team,
- boss makes team success,
- congenial environment,
- personal rapport motivational
- problem solving becomes easy,
- let employees believe positivity of mgmt.
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Formal / Informal Chart
Internal External
Formal
Letters, Reports,Memos, E-mail,
Instant messages
Plannedcommunication withoutsiders (letters,reports, websites,
instant messages,and new releases)
Informal
Casual communication
among employees,(e-mail, instantmessage, face-to-faceconversation, phone
calls, etc.
Casual
communication withsuppliers, customers,investor, face-to-faceconversation, phone
calls, etc.
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Faces of organizational communication
Business communication
Corporate communication
Communication for team building
Communication in-house.
Communication is a
major management skill
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Business communication
All factors under business areas to be covered
effectively.
- External / internal contacts to communicate.
- Communication for policy decision
- Communication for implementations and changes
- Communication for long term business strategy.
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Corporate communication
Corporate policy considered as organizational
culture. Communication from corporate makes impact on
business growth and generates employees trust inmanagement.
Corporate communications are mainly onpolicies/future goals / target set on business /development plans / employees growth plans /succession planning / targeted level etc.
Corporate communication- builds organizational andbusiness image .
This represents personality of corporate. (ethics /values)
C i ti f t b ildi
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Communication for team building
Nothing works without communication. A trust
building approach.
Manager has to keep his team appraised aboutissues to maintain positive relation.
Team members expects closeness with boss andcommunication makes it closer.
Many decisions taken by the Manager is maintainclarity and understanding.
Constant communication purifies doubts that
generates respect between the leader and his team.
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Method of communication
- Personal communication ( one & one / group)
- Discussion / Brainstorm,
- Notice board
- E-mail / fax note
- Circular
- Individual letter,
- Standing-order /policy / rule etc
- House bulletin / magazine
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Personal communication
Personal communication gives chance for instantclarifications on doubts.
1. An opportunity for personal rapport building.
2. Leader will get wider chance to remember individualsnature and behavior.
3. This comes as a big support in managements
functioning.
4. Invitation for suggestions and ideas.
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Discussion / brain storm,
A support to management for getting new ideas and
suggestions from employees on business growth.
Employees involvement as a team and to be a part of
success and equally share failure.
Management is able to find out the hidden talents.
Right employees get timely recognition andmotivation.
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Communication through notice board
Notices are taken for granted as a matter of policycommunication.
They give a sense of equal feelings across theorganization.
They are considered as wider means for quickerand faster communication to address issues ofcommon nature,
They avoid irritations unless too objectionable.
Management must make this as final
communication and should avoid corrections.
E mail communication
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E-mail communication
This is effective, faster and covers all distance.
Generally taken as corporate communication. Implementations of new systems in a more rational
way and with no ambiguity.
A communication system that can cover all links-mgmt vs. mgmt, mgmt vs. individuals.
It creates an opinion among employees that
management maintains a personal touch to-wardsthem.
Management must adapt this, because it is thequickest method to make huge communication faster.
Circulars
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Circulars
These are more applicable on shop floor / departmentsituations where people are mainly busy on
operational and routine activities.
A chance to reach communication to avoid suchemployees to make department jam.
Circulars make the message more authentic tobelieve.
This is one of quicker means to announce changes.
Circulars are - like door step delivery of information.
Individual letters
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Individual letters
This communication allows individual to acknowledge
relevant information.
Such communication can be positive and/or negativebecause they are individual based.
Mgmt has to keep such communication going, to makeindividual accountable and maintain secrecy.
Employees also prefer them because they retain selfrespect and conceal negative exposure.
This is a motivational approach to boost moral &efficiency
Rules and policies
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Rules and policies Management to ensure; by-laws / rules are correctly
communicated through written documents.
They are considered as Geeta / Bible ofmanagement.
Standing orders are always the priority.Management must them in words so that they areunderstood correctly.
Rules / policies must be spelt out clearly so thatemployee can take correct measure before taking adecision.
H b ll ti / i
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House bulletin / magazine
This communication brings family closer and they
feel as the part of management.
This enhances employees identity and skill.
A perfect tool to create high self esteem.
Management creates sense of commitmentsand belongingness in employees mind.
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Impact of Communicationon
Performance
C i ti f f
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Communication for performance
Communication is the main base / foundation forachieving goal.
A well strategic communication system in anorganization helps bringing together all functionaltargets involved in achieving organizational success.
a. business process activitiesb. performance outputc. skills involvement
d. technology requiremente. sharing to exchange development needsf. up keeping for continual development,g. motivational force, etc.
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In an organization communication is a routine flow ofmany laid down information. They are readily available
for a general awareness of all as organizationsstrategic information practice. Such as;* Technical data,* Organizational policies,
* Loss & profit account,* Constitutions and by-laws,* Defined production procedure,* Individual performance data,
* Personnel data,* Future business plan details , and* Information on desired action plans,* And many more as desired.
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However every aspect has two sides to deal with.
1. personal & 2. professional
Professional side is well taken care by organization'sneed based communication strategy, as explained
above.Where as Personal aspects are more venerable and
sensitive.
Communication process to gather information in thisarea is considered more social.
Knowledge transfer in this area will be more effectivein achieving performance.
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1. Personal aspects:
1. Consideration for others.
2. Be democratic
3. Remain thankful to others
4. Give smile5. Have an open door policy
6. Increase face to face communication instead of
written directive7. Leave behind your ego
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2. Professional aspect:
- communication for enhancement of skill,
- communication for growth,
- communication for generating good team,
- communication for business growth,
- communication for understanding business culture /tradition / values,
- communication for information updating.
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