COMMUNICATION

Defining Communication
Communication is difficult to define.
In General, The process of transmitting information from one person to another.

According to Littlejohn:
The word communication is abstract and, like all words, possesses multiple meanings.

Scholars have made many attempts to define communication, but seeking a single working definition may not be as fruitful as probing the various concepts behind the term.

According to Mortensen:
The term communication, few would have qualms. And yet here is where the difficulties occur.

He Asks, Does our common-sense notion mean that communication is limited solely to human activity? Do machines communicate? Is all communication a matter of using spoken or written words? What is meant by the idea of influence? Must the influence be intentional?

So, There is no proper definition for Communication.

Effective Communication

The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended.

Business communication
Definition: Communication used to promote a product, service, or organization; relay information within the business; or deal with legal and similar issues.

Communication Process

Communication is the exchange of thoughts, messages, or information, by speech, signals, writing, or behavior between a sender and a receiver.

The Communication Process

Feedback - a verbal or nonverbal response by a receiver to the senders message. Encoding - selecting words and their order for a message by a sender. Decoding - the translation of a message by a receiver. Noise - literally or figuratively, anything that interferes with a message. Message channel - the conduit or medium that will carry a message from the sender to the receiver.

Message Channel
Face-to-face Face-to-group Telephone Written Third party

Basic Communication Model

SENDER MESSAGE RECEIVER

FEEDBACK

The sender encodes the message and selects a channel. The receiver decodes the message and uses feedback to respond.

TYPES
communication

verbal

Non-verbal

Formal

Informal

Body Language, Gesture

Lateral

Through signs, symbols

Downward

Upward

Diagonal

Grapevine

Non-verbal communication
Through signs & symbols.
Non-verbal can go without verbal communication. Verbal cant go without non-verbal communication.

Signs & Symbols

Body Language
Dont Do This

Nonverbal & Verbal Cues

I/You Messages
YOU

Then what about Gesture

Types of Gestures

Descriptive Gesture Suggestive Gesture Prompting Gesture Emphatic Gesture

Verbal communication.
Two types of verbal communication. (1) formal communication. (2) informal communication.

Formal communication
We use this type of communication in offices and social gathering.
Two types of formal communication. (1) Downward (2) Upward

(1) Downward communication

Higher designation to lower designation. Ex. Boss ordered his worker. Here effect of this type of communication is very much than upward communication.

(2) Upward communication.

Lower designation to higher designation. Ex. Worker request to his boss. Here the effect of communication is less than downward communication.

Informal communication.
We use this type of communication with our family or friends. Three types of informal communication. (1) lateral (2) diagonal (3) grapevine

Lateral communication.

Found among members working at the same level. Ex. Peer group. Most effective form of communication. Barrier of subordinates or boss is not present here.

Diagonal communication.

The path is mixture of vertical and horizontal movement. In large communications various departments need communication support from each other.

Grapevine communication.
Also called as backbiting or backstabbing.

A backstabber is a colleague or an employee who acts like a friend in public but badmouth you in private.

Barriers to Effective Communication

o o o o o o o o o Lying Facial indicators General indicators Perceptions Over-eagerness to respond Closed words Judging Credibility gap Noise o Wasting the thought-speech differential o Emotions o Snap judgments o Attacking the individual o Rank o Gatekeepers o Poor listening

ART OF LISTENING
Listening Is With The Mind Hearing With The Senses Listening Is Conscious. An Active Process Of Eliciting Information Ideas, Attitudes And Emotions Interpersonal, Oral Exchange

Stages of the Listening Process

Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering

Fallacies about Listening

Listening is not my problem! Listening and hearing are the same Good readers are good listeners Smarter people are better listeners Listening improves with age Listening skills are difficult to learn

 Learning not to listen Thinking about what we are going to say rather than listening to a speaker Talking when we should be listening Hearing what we expect to hear rather than what is actually said Not paying attention ( preoccupation, prejudice, self-centeredness, stero-type)

Barriers to Active Listening

Environmental barriers Physiological barriers Psychological barriers Selective Listening Negative Listening Attitudes Personal Reactions Poor Motivation

How to Be an Effective Listener

What You Think about Listening ?
Understand the complexities of listening Prepare to listen Adjust to the situation Focus on ideas or key points Capitalize on the speed differential Organize material for learning

How to Be an Effective Listener (cont.)

What You Feel about Listening ?
Want to listen Delay judgment Admit your biases Dont tune out dry subjects Accept responsibility for understanding Encourage others to talk

How to Be an Effective Listener (cont.)

What You Do about Listening ?
Establish eye contact with the speaker Take notes effectively Be a physically involved listener Avoid negative mannerisms Exercise your listening muscles Follow the Golden Rule

THE PERFECT AND EFFECTIVE BUSINESS LETTERS

Writing communication skills

Main steps
Identify your aims Establish the facts Know the recipient of the letter Create sample Copy Decide on Physical layout of letter

Writing Business Letters

What's your point? State it clearly and concisely State your purpose in the opening sentence Use a formal tone Correct spelling and grammatical errors Reread your letter Get a second opinion

Elements of the formal letter

Letterhead Name and address Date Reference Salutation Subject matter Communication Signature Enclosures

Form and Layout of Business Letter

The appearance of business letter should be impressive The layout should be neat with proper margins on all sides take care to leave sufficient margin (at least half an inch )on the left side to allow proper space for punching the letter The typing should be attractive proper space (double space) it helps to easy reading

A letter's style
Format . Full-block style . Semi-block style . Simplified style

SAMPLES

Full-block style

Examples

Full-block style
The full-block style is normally used for typing a message &it also looks simple Every line begins at the left margin and thus makes each paragraph look like a distinct message Earlier ,the inside address, salutation and closing used a comma or full stop; but now the trend is to leave it to the choice of the writer. Note : One disadvantage . It looks heavy on left side

Semi-block style

Simplified letters

Types of Business Letters

- Letter of Inquiry - Letter of Reply - Letter of Order - Letter of Acknowledgment - Letter of Giving Instruction - Letter of Claim - Letter of Adjustment - Letter of Sales - Letter of Application - Letter of Advertisement

Essential qualities of a good business letter

An effective business letter should contain the following qualities,

1.Inner Qualities 2.Outer Qualities

Inner Qualities
These can be explained as, Simplicity Clarity Accuracy Completeness Conciseness Courtesy Neatness

Outer Qualities
Quality of paper Colour of the paper Size of the paper Envelope Folding of letter and placing it inside the Envelope

Parts of a Business Letter

The Heading Date Inside Name and Address Salutation Subject Heading The Body of the Letter Closing Paragraph The Complimentary Close Signature Enclosures

MEETINGS

 Meetings can be defined as an assembly of a number of persons for predetermined purpose and by previous notice for discussion and transaction of some business

FEATURES OF A MEETING
It is assembly or getting together. It involves two or more person. It is conducted to transact some business or to discuss in order to arrive at some decision. It is conducted by previous notice to the members. Convened according to the rules or provisions of laws governing it.

MEETINGS

BOARD MEETINGS

GENERAL MEETINGS

STATUTORY MEETING

EXTRAORDINARY MEETINGS

ANNUAL GENERAL MEETINGS

BOARD MEETINGS
It is a meetings of directors One meeting must be held within three months or at least four meetings in a year Quorum : One third of the directors or two directors whichever is higher Business transacted: Management of the company, forfeiture of shares, appointment of officers etc. No time prescribes for notice

STATUTORY MEETING
First official meeting of members of the company and is held only once in the life time of a Public ltd. Co. Must be held not earlier than 1 month not later than 6 months from the date of commencement of business. Purpose: details of formation, shareholders & shares held by them, properties acquired etc Statutory report to be supplied 21 days before the date of meeting to the share holders Statutory reports copy to be filed with registrar of co.

STATUTORY REPORT
No. of shares Amount received on shares Preliminary expenses of the company Name & address of directors, secretary ,auditors Particulars of commission paid to directors Report prepared by directors & certified by auditors as correct

ANNUAL GENERAL MEETING

Company is required to call at least one general meeting in one calendar year First general meeting should be held within 18 months from the date of incorporation . Business transacted: declaration of dividend . Appointment and fixation of auditors remunerations, consideration of annual accounts, balance sheet, Proposal for rate of dividend made by directors and the rate cannot be changed at annual general meeting

EXTRA ORDINARY GENERAL MEETING

Immediate consideration of some important matters Requires a resolution to be passed by the board of directors Notice of 21 days is essential for calling such meeting

NOTICE
CHAIRMAN AGENDA

MEETINGS
VALID TRANSACTIONS QUORUM

CONVENING AUTHORITY

TIME & PLACE

MINUTES

 Meaning: Minute is a written record of the proceeding, business transacted and decisions arrived at in meeting. I t is a permanent record of a decisions arrived at in the meeting with a brief explanation. Once approved and signed by the chairman, they are accepted as evidence of the proceedings and become authentic

TYPES OF MINUTES
MINUTES

MINUTES OF NARRATION

MINUTES OF CONCLUSION

It records conclusions and resolution passed in meeting with a brief explanation of discussion.

It records only conclusions or resolutions without any reference of discussion

IMPORTANCE OF MINUTES
Serves as a proof of the proceedings of a meeting They are documentary evidence and has legal recognition and value Serves as a source of information Facilitates future references for implementation purpose Minutes are tool of planning and control as important decisions are consulted while planning future course of action

CONTENTS OF MINUTES
Nature and name of meeting Date, time and place of meeting Members present and names of absentees Appointments of office bearers Resolutions passed on various matters or matters discussed Title and numbering of minutes Date and place of next meeting Vote of thanks Signature of Chairperson

GUIDELINES FOR DRAFTING MINUTES

Minutes are written in a formal and impersonal tone Written in past tense. However resolutions are written in present tense Language should be correct ,clear, concise and simple Irrelevant discussion should not be written Dates and figures should be precisely and correctly stated

Definitions for rhetoric, jargons, verbosity, commercialese

Rhetoric trains students to speak and/or write effectively. The rhetorical curriculum is nearly as old as the rhetorical tradition itself. Over its many centuries, the curriculum has been transformed in a number of ways, but, in general, it has emphasized the study of principles and rules of composition as a means for moving audiences. In Greece, rhetoric originated in a school of pre-Socratic philosophers known as Sophists circa 600 BC. It was later taught in the Roman Empire and during the Middle Ages as one of the three original liberal arts or trivium (along with logic and grammar).

 Jargon is terminology that relates to a specific activity, profession or group. Much like slang it develops as a kind of shorthand, to quickly express ideas that are frequently discussed between members of a group. In many cases a standard term may be given a more precise or specialized usage among practitioners of a field. In many cases this may cause a barrier to communication as many may not understand. In general, jargon is distinguished from argot. Some of the management jargons are shown below.

 BLAME STORMING: Sitting around in a group, discussing why a deadline was missed or a project failed, and who was responsible. SEAGULL MANAGER: A manager, who flies in, makes a lot of noise, craps on everything, and then leaves ASSMOSIS: The process by which some people seem to absorb success and advancement by kissing up to the boss rather than working hard. SALMON DAY: The experience of spending an entire day swimming upstream only to get screwed and die in the end.

Verbosity

Containing more words than necessary. This is just a tendency to be excessively wordy in a conversation.

Commercialese

This is a language or jargon used by people who work in business. This is just an artificial jargon.

Reports
Business reports are usually written to inform, and the audience for the report can be any combination of internal, external, or both and/or technical, non-technical, or both. Therefore, knowing your audience and outlining information carefully is critical to the success of your report.

Press release
A good press release is hard to write but no great literary achievement. It is just one of the ways of passing information to journalists. As nearly all press releases end up unused - that's what journalists say anyway - it will pay you to make it as good as it possibly can be: short, in journalistic style, factual, spelt correctly and well laid out.

Gadgets used in business communication

There are different gadgets which are used in the business communication, some of them we will see now.
1. Mobile Phones 2. Internet 3. Video Conferencing

Mobile phones
One of the important communication gadget used in todays world is Mobile phones. In todays world each and every person is using mobile phones including people who are below the poverty line. Earlier mobile phones were used only as the status symbol. In business, mobile phones play an important role for the managers to communicate with his team mates, and so on. There are many network providers who are extending their services even to rural areas.

Internet

Internet plays major role for business people to communicate effectively. Emails which are provided free of cost are the good means of communication which are used in sending the messages. Internet is the cheap means of the communication in this world, used to communicate with people in the remote places of the world.

Video conferencing
This is the effective means of communication for business people. Many of the companys are using video conferencing. By this gadget we can feel that the person is standing in front of us and talking to us. This is used by most of the managers and people in higher position to communicate with their subordinates and also used in peer to peer communication.

Presented By
Mohanraj

Thank You