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Chapter 1 - Introduction To Business Communication

Chapter 1 - Introduction to Business Communication

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606 views18 pages

Chapter 1 - Introduction To Business Communication

Chapter 1 - Introduction to Business Communication

Uploaded by

itishaagrawal41
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Copyright 2012 Dorling Kindersley (India) Pvt.

Ltd
Business Communication for Managers/ Payal Mehra

Chapter 1

Business Communication for


Managers
Payal Mehra
Chapter 1: Introduction to Business Communication

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

2Business Communication for Managers/ Payal Mehra

Chapter 1

Factors contributing towards the growing


importance of effective interpersonal
communication at the workplace
Increased
Diversity

use of technology at the workplace

at the workplace

Geographical

dispersal and decentralization of most global

organizations
Time

constraints

Legal

liability of any organization

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

3 Business Communication for Managers/ Payal Mehra

Chapter 1

Goals of Communication

To

inform

To

persuade

To

mobilize

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

4 Business Communication for Managers/ Payal Mehra

Chapter 1

Directions of Communication
Vertical communication
Top-down:

Used to give orders or instructions and to provide and ask


for information
Bottom-up: Used to describe the results of actions, to provide
information that has been requested, and to make requests or appeals

Horizontal communication
Used to keep equals informed of various actions, to see the counsel or
opinion of peers, to discuss problems, and to chat informally.

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

5 Business Communication for Managers/ Payal Mehra

Chapter 1

Channels of Communication
Spoken:

Meetings, presentations, oral instructions, chats, discussions,

etc.

Written:

Bulletin board notices, circulars, letters, memoranda, reports,


proposals, notes, etc.

Electronic:

E-mail, instant messaging, video conferencing, phone


messages, voice mails, blogs, etc.

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

6 Business Communication for Managers/ Payal Mehra

Chapter 1

Meetings

Methods of Communication

Presentations
Written

messages
Public notices on bulletin boards
Memoranda
Reports
Staff bulletins or magazines
Electronic messages
Telephone conversations
Communication through computers
Communication through local area networks
Video conferences
Fax
E-mail
Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

7 Business Communication for Managers/ Payal Mehra

Chapter 1

Communication Networks

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

8 Business Communication for Managers/ Payal Mehra

Chapter 1

Communication Networks (Continued)

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

9 Business Communication for Managers/ Payal Mehra

Chapter 1

Communication Networks (Continued)

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

10Business Communication for Managers/ Payal Mehra

Chapter 1

New Communication Media


Blogs
Instant

messaging
Podcasts
Smartphones
Short message service (SMS)
Twitter
Webcasts
Wiki

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

11Business Communication for Managers/ Payal Mehra

Chapter 1

Ways of Communicating Non-verbally


Eye

contact

Facial

expressions

Posture

and body orientation

Proximity
Appearance
Vocal

elements

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

12Business Communication for Managers/ Payal Mehra

Chapter 1

Miscommunication and Communication Failures


Miscommunication can occur due to lapses on the part of the sender,
the receiver, or the channel used for communicating:
The

sender: Sometimes a message might not be clear or accurate or


simple enough to understand.
The

receiver: Sometimes, receivers might be unwilling to take in the


message because they are too busy or biased.
The

channel: The choice of channel may also be the cause of


miscommunication

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

13Business Communication for Managers/ Payal Mehra

Chapter 1

Barriers to Communication
The Noise Barrier
This is any sort of interference that takes place between the sender
and the receiver.

The Feedback Problem


Feedback can manifest itself in the following ways:
Evaluative
Interpretative
Supporting
Probing
Understanding

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

14Business Communication for Managers/ Payal Mehra

Chapter 1

Barriers to Communication (Continued)


The Problem of Media Selection
If media selection is a personal choice, message transmission depends
on the following:
Personal inclination
Personal experience in media selection and message optimization
Personality characteristics
Mental Barriers
We all see the world differently, and the perceptual process
determines what messages we select or screen out. Many times, noise
exists in the mind of the sender or the recipient.

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

15Business Communication for Managers/ Payal Mehra

Chapter 1

Barriers to Communication (Continued)


The Problems of Language and Articulation
Use of improper words
Use of jargon
Ambiguity
Physical Barriers
In workplace, physical barriers include marked-out territories into
which strangers are not allowed, closed office doors, barrier screens,
separate areas for people of different statuses, and so on.
Personal Barriers
In workplace, personal barriers include fear, mistrust, and suspicion.

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

16Business Communication for Managers/ Payal Mehra

Chapter 1

Barriers to Communication (Continued)


Cultural Barriers
When we have to be a part of a group, the unwritten understanding is
that we accept the collective code of conduct or behaviour. Inability to
do that results in cultural barriers.
Interpersonal Barriers
There are various levels at which interpersonal barriers occur:
Withdrawal
Rituals
Pastimes
Working
Games
Closeness
Technology
Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

17Business Communication for Managers/ Payal Mehra

Chapter 1

Barriers to Communication (Continued)


Information Overload
This occurs when the volume of information received exceeds the
persons capacity to process it.
Passive Listening
Passive listening is little more than hearing and occurs when the
receiver of the message has little motivation to listen carefully.
Listening to music, stories, television programmes, or pretending to
listen while merely being polite in anothers company may be cited as
examples of passive listening.

Copyright 2012 Dorling Kindersley (India) Pvt. Ltd

18Business Communication for Managers/ Payal Mehra

Chapter 1

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