Communication

Business Communication

What is Communication?

• Latin word “Communis” Common• It is an exchange of facts, ideas,

opinions to create mutual understanding

• Communication is the giving and receiving of feedback between individuals and/or groups for the purpose of exchanging information.

Nature of Communication

1. At least 2 people

2. Mutual understanding

3. Continuous process

4. Two-way process

5. Pervasive function

Process of Communication

5

The Communication Process Model

Effective feedback is the core component in all communication.

Effective Feedback will:

• Reinforce or enhance good performance or behavior

• Change undesirable performance or behavior

• Make a tremendous difference in the performance of an individual or team

Significance

1. Basis of decision making2. Sound planning3. Effective Implementation of

plans4. Better controlling5. Coordination6. Facilitates change7. Employee participation8. Human relations

Channels of Communication

Types – Formal Communication

Downward Upward Diagonal

From higher to lower From lower to higher Lateral levels

Flow is downward(vertical)

Flow is upward (vertical)

Horizontal

Directive in nature Non- Directive Informational

To get plans implemented

To provide feedback on results

To exchange information & understanding

Travels fast Travels slowly Travels moderately

Orders, instructions, lectures, manuals, memos, circulars, budgets, handbooks, etc.

Request, suggestions, grievances, complaints, proposals, reports

Inter-department memos, Inter-personal dialogues, Telephonic conversation.

Informal Communication

• Technically known as GrapevineIt takes place in informal and inter-personal contacts among employees

Features-1. From social interactions2. Natural activity- desire of people to talk to

each other3. Generally operates in clusters4. Operates at fast speed-functions through word

of mouth5. People are active when their own interests are

involved.

Formal vs. Informal Communication

Formal InformalOfficial channel Unofficial channel

Planned and systematic Unplanned and spontaneous

Part of orgn structure, based on formal relationships

Cuts across formal relationships

Goal and task oriented Individual goal and need oriented

Impersonal Personal and social

Stable and rigid Flexible and instable

Slow and structured Fast and unstructured

Authentic-few chance of distortion

Non authentic- high chances of distortion

Rumour

• It is grapevine information communicated without the presence of authentic standards of evidence, is generally incorrect.

• May arise out of employees anxiety and insecuirity

• Major outbreak can be dangerous• The best approach is to identify and

remove its cause rather than try to kill it after it has begun.

Grapevine

Merits Demerits

Useful for developing group cohesiveness

Based on rumours and hearsay

Serves as an emotional safety value

Misleads people

Effective source of knowing feelings and attitudes of

employees

May breed animosity against particular executives

Supplements the channels of official communication

May lead to more talk and less work

Tells mgt when to be firm amd when to yield

May distort official channels of communication

Barriers to Communication

1. Organizational Barriers

2. Status Barriers

3. Semantic Barriers

4. Inattention Barrier

5. Perceptual Barriers

6. Information Overload

7. Premature evaluation

8. Channel Distortions

Principles of Communication

1. Clarity

2. Completeness

3. Brevity – Brief

4. Timeliness

5. Compassion

6. Consistency

7. Feedback

8. Attention

9. Strategic use of grapevine

????