Business Communication

Transcription

1 Business Communication CHAPTER 1 INTRODUCTION AND BASIC CONCEPTS OF WORKPLACE COMMUNICATION

2 Definition: Communication Communication refers to the transmission of information from a sender to a receiver, via a given medium. Two-way communication involves some kind of feedback from the receiver back to the sender.

3 Perceptual filters Perceptual filters coding channel decoding Sender message Receiver feedback

4 The Business Communication Process Communicator 1 Communicator 2 1. Senses a communication need 7. Receives the message 2. Defines the problem 8. Interprets the message 3. Searches for possible solutions 9. Decides on a response 4. Selects a course of action (message type, content, style, format, channel) 5. Composes the message 6. Delivers the message 10. May send a responding message

5 Communication in the Workplace Not very different from regular communication process-wise Ranked one of the most important skills Communication skills crucial to success Not just for the organisation, but for each individual/employee Manager is labelled immediately as a poor leader without adequate communications skills Empathy: putting yourself into someone else s shoes

6 Why Business Depends on Communication To produce or sell, businesses must coordinate the activities of many groups Employees, suppliers, customers, legal advisors, community reps, govt. All coordination is made through communication

7 Various Methods of Communication Within businesses a huge range of information is communicated using a range of methods e.g. The financial performance are communicated through formal, written reports Instructions are passed through face-to-face conversations Orders are sent via Future plans are introduced using presentation software Warnings are given using memos, letters, signage, images

8 Classifying communication Verbal e.g. face-to-face and telephone conversations. Clear communication may be checked straight away and body language may be used, but there is no permanent record of the communication for future reference Written e.g. letters and s. Written communications can be kept and reread if necessary however meaning can sometimes be misconstrued as it is not possible to check understanding or convey any body language Visual/Images e.g. signs and posters. Visual communications may have more impact than written messages.

9 Main Categories of Business Communication 1. Internal-Operational Communication Occurs in conducting work within an organisation 2. External-Operational Communication Work-related communicating that a business does with people or groups outside the business 3. Personal Communication Non-operational communication that employees do with colleagues or outsiders

10 Communication Networks of the Organisations The Formal Network The Informal Network

11 Factors affecting type and amount of Communication 1. Nature of the business 2. Size and complexity 3. Geographical dispersion 4. Organisational culture

12 Barriers to effective communication 1. Semantic Barriers i. Poorly expressed ii. iii. iv. Symbols or words with different meaning Faulty translation Unclarified Assumption v. Technical Jargon vi. Body language and gesture decoding 2. Psychological and Emotional Barriers i. Premature evaluation ii. iii. iv. Lack of attention Loss by transmission and poor retention Distrust

13 Barriers to effective communication 3. Organisational Barriers i. Organisational policies ii. Rules and regulations iii. Status iv. Complexity in organisational structure v. Organisational facilities 4. Personal barriers i. Barriers related to superiors a) Fear of Challenge of authority b) Lack of confidence in subordinates ii. Barriers related to subordinates a) Unwilling to communicate b) Lack of proper incentive Source:

14 End of Chapter 1 BUS251: Mabel D'Costa (MDC)