3 Principles of BusinessCommunication

8/4/2019 3 Principles of BusinessCommunication

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Principles of BusinessCommunication


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Corporate Communication

In the changing business environment of multinational competition and globalization,communication becomes an importantcomponent of an organization.

Like the functional areas of production,marketing, and finance, communication too isshaping into a distinct area, in the form of corporate communication


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Vaishnavi is an IntegratedCommunications Consulting firm

with diverse skill sets and wide capability range. Vaishnavi hasgrown to be one of India s largest Corporate Communication Firms,offering a wide range of advisory services, strategic in nature, turnkey from planning to implementation, feedback and review. It helpscreate differentiators in terms of corporate and brand reputation.Vaishnavi has a team of over 300 professionals comprising Business

Advisors, Reputation Managers and Communication Experts whohave strong fundamentals in strategic planning and operations.Vaishnavi currently handles a large portfolio of clients acrossvarious industry sectors that include Automobile, Aviation, Telecom,Information Technology, Power, Realty & Infrastructure, Hospitality,Steel, Chemicals, FMCG, Retail, Media, Banking & Financial services,

Lifestyle and Entertainment, Health CareSome of our key client portfolios include the Tata Group, CII, ITCFoods among others.

http://www.vccpl.com


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Communication in Businesses may beused for the following purposes:

Give & receive informationProvide adviceProvide counselling

Issue orders & instructionsImpart education & trainingReceive suggestionsPersuade people

Issue warnings & noticeImprove morale & motivationImprove discipline


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Internal & External Operational

A manager spends his whole day eitherspeaking or writing to :

Internal people: colleagues, seniors, juniorsExternal people: clients, customers, suppliers,

subcontractors, government officials, industryassociation members, banks, lawyer,


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Formal & Informal Communication

Formal communication is normally controlled bymanagers or people occupying similar positionsin an organization, and follows the chain of command. E.g. reports, records, orders,instructions, sales presentations, advertising,publicity materials

Informal communication is on a much largerscale than formal communication. Controlled bythe people themselves. Known as the Grapevine


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Grapevine

Single strand A to B to CGossip chain person seeks out people to tell

Probability chain pass info to anyone info isinteresting, but not significant

Cluster chain the dominant pattern in

organizations. A tells a few, they in turn tell afew.


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Comparison between Formal &Informal Communication

B asis of Distinction Formal Informal

Origin Deliberately structured Spontaneousunstructured

Flow Prescribed Not PrescribedAuthority Official channel UnofficialPurpose Achieve org. goals Satisfy personal needsSpeed Slow Fast

Accuracy Accurate & authentic Often is rumours, gossipForm Both oral & written Oral, email, sms


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Directions of Communication

DownwardUpward

Horizontal / LateralDiagonal / Crosswise


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Downward Communication

Managers coordinate and control activities andresources to achieve particular objectives

Downward communication is an essentialcomponent of the exercise of authority toachieve this.

Some problems: filtering by intermediatepersonnel, delays, distortion/dilution of themessage, too much or too little information


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Upward Communication

As we have discussed two way communication isessential to ensure that the message isaccurately understood.

Consultation with subordinates often results inbetter quality decision making. Encouragingfeedback, expression of dissatisfaction orgrievances increases staff morale as problemsare resolved more quickly and effectively andenables change to be implemented effectively.


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Lateral/Horizontal Communication

Essential for coordination of activities, responses toproblems.

Managers who restrict their subordinates fromengaging in horizontal communication createescalation of problems that would normally beresolved between two colleagues in different

departments.Subordinates must keep their superiors informed of

decisions made with other departments


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Diagonal / Crosswise Communication

Supports coordination, broadens the expose of subordinates


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Intrapersonal/Interpersonal/GroupCommunication

Intrapersonal CommunicationThe interpretations and impressions a personforms internally, always influence theinterpersonal communication.

Factors such as the individual s perception,intelligence, attitudes, self concept, alertness,

awareness, listening skills, influence thequality of the person s interpersonalcommunication


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Perception (PDF)right click on square to open PDF document


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Perception (PDF)right click on square to open PDF document


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Perceptions & Expectations

When we perceive the world, we try to simplify it andcreate associations for example if someone is friendlywe might also expect him to be trustworthy. When ourexpectations are violated, we can have 2 kinds of responses:

Defending unwilling to change our beliefs can takethe form of denial, avoidance, repression, projection

Adapting accommodate new information in a logicaland objective way. A supportive climate encouragescreating understandings, bridging communication gaps


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Intelligence

1. capacity for learning, reasoning, understanding,and similar forms of mental activity; aptitude in

grasping truths, relationships, facts, meanings etc2. manifestation of a high mental capacity3. the faculty of understanding.

www.dictionary.reference.com


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Interpersonal Communication

For a manager it is essential to masterinterpersonal skill the ability to relateskillfully with others and be aware of one sown and other s feelings.

Theories of interpersonal relationships andcommunication:

Schutz s Theory of Interpersonal Needs (FIRO B)

Leary s Interpersonal Reflex ModelTransactional Analysis studied under Spoken

Communication in August


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Schultz FIRO B* in 1992 Schultz replaced affection with openness

Inclusion

Expressed inclusionWanted inclusion

I join others & ask others to join with meI want others to ask me to join them

ControlExpressed controlWanted control

I influence and decide for othersI want others to influence and control me

Affection/Openness*

Expressed opennessWanted openness I act towards others in an open wayI want others to be open towards me


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Interpersonal CommunicationLeary s Interpersonal Reflex Model

Interpersonal reflex is a term created by TimothyLeary and explained in the book, Interpersonal Diagnosis of Personality: A functional theory and methodology for personality evaluation (1957).While examining recorded protocols of communications in adults, Leary discovered that

typical patterns of interaction existed. Individualunits of these behaviors were called interpersonalmechanisms or interpersonal reflexes


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Leary s Interpersonal Reflex Model

Dominance

Hostility Affection

Submission


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These reflexes are automatic and involuntaryresponses to interpersonal situations. They areindependent of the content of the communication.They are the individual's spontaneous methods of reacting to others.

Examining interpersonal reflexes helps to explaincommunication and behavioral patterns in healthyand unhealthy relationships. For example, tender,

supportive relations tend to train others to agree,conciliate, and depend . Rigid autocratic individualsseek out docile admiring followers . Competitive,self-enhancing behavior pulls envy, distrust,inferiority feelings, and at times respectful

admiration from others .


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The implication of the Interpersonal Reflex isthat human behaviour is neither consciouslythought nor deliberately executed, buthappens reflexively.

A person who is aware of his behaviour reflectedon the 2 dimensional model can consciouslychoose a broad range of responses


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Interpersonal Communication

Transactional Analysis will be discussed in thesection of the syllabus on SpokenCommunication.

It is a very powerful model for understandinginterpersonal communication, but as itincludes tone of voice, we will study it withSpoken Communication


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Communication in Groups

Sociograms were developed by Jacob L. Moreno to analyzechoices or preferences within a group. They can diagramthe structure and patterns of group interactions. Asociogram can be drawn on the basis of many different

criteria: Social relations, channels of influence, lines of communication etc.Those points on a sociogram who have many choices arecalled Stars . Those with few or no choices are calledisolates . Individuals who choose each other are known tohave made a Mutual Choice . One-Way Choice refers toindividuals who choose someone but the choice is notreciprocated. Cliques are groups of three or more peoplewithin a larger group who all choose each other (MutualChoice).


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Sociogram: Identify Stars, Isolates,Mutual Choice, One-way Choice, Cliques


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Communication in Groups

See word document Sociograms on StudyMaterials Archive for extracts of an article ona study on the change over time of interpersonal relations in a class of students


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Verbal & Nonverbal Communication

Verbal communication will be covered later inthe syllabus under Spoken Communicationand Written Communication.Nonverbal communicationInterpersonal nonverbal communication willbe discussed in the next section of thesyllabusSign language visual and audio signs posters, bells, (morning prayer music) are allelements of communication in an organization

3 Principles of BusinessCommunication

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