Effective Communication in Business

Chapter 01
Suggested Text: Chapter 01, Business Communication by Herta A Murphy

Multimedia Instructor Version 2010 Thomson South-Western

Why effective Communication

If you can communicate effectively in speaking and writing, you have a highly valued skill. Effective communication is a basic job requirement and first among the personal factors necessary for promotion.

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 3, Slide 2

Defining Communication
Communication is the exchange of information between humans who are aware of each others. This information is transmitted interpreted received on a conscious as well as a subconscious level. OR Communication is the process of recieving verbal and non verbal messages.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 3

Communicating in the New Workplace

Skills for Career Success The Communication Process

Organizational Communication

Ethical Business Communication

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 3, Slide 4

Components of Communication
Communication is considered effective when it achieves the desired response from the receiver. Simply speaking communication is a two way process of exchanging information. To understand the two way process we need to understand the components or parts of communication.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 5

The six components of effective communication 1. Context 2. Sender-Encoder 3. Message 4. Medium 5. Receiver-Decoder 6. Feedback It is also called the communication process.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 6

The communication process

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 3, Slide 7

1. Context
Every message weather oral or written begins with the context. Context means the background or the situation in which you communicate. The context may be as a result of some external stimuli that makes you to send a message, for example a letter, email, fax or telephone call etc. The context may be as a result of some idea or feeling.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 8

2. Sender-Encoder
When you send a message you are the sender. Sender means writer or speaker, depending on whether your message is written or oral. You choose a combination of words that the reader shall understand and respond in a way that you need. Encoder word is used for a communication device, most of the time, that sends out messages.

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 3, Slide 9

3. Message
Message is the core idea that you wish to communicate. It consists of both verbal (containing words) and non verbal (symbols etc.) symbols. First of all you have to decide what your message is and what should you include in that. The receiver of the message must be considered while writing your message, specially his or her level of understanding.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 10

4. Medium
Should you write or speak to communicate your message? Selecting a method to communicate your message or a communication channel, like email, printed or oral is called the medium. Language used is also a part of medium.

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 3, Slide 11

5. Receiver-Decoder
The message receiver is your reader or listener. Many of your messages may have more than one receivers. Receiver receives messages through the eyes and ears but are also by their mental filters. So there may be chances of miscommunication but effective managers tend to keep it at minimum. The word decoder is, mostly, used for communication devices which detect messages.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 12

6. Feedback
The reaction or response of receiver, either the desired response, based on a clear understanding of the message, or an undesired response, based on miscommunication. It may also be an action for example receiving the items that you ordered. Sometimes silence is used as feedback. Sender needs feedback in order to confirm the success or failure of the communication.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 13

Types of Communication
There are two main types of communication.

1. Verbal Communication 2. Non Verbal Communication

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 3, Slide 14

Verbal Communication: Communication that involves words, like written or spoken. Non Verbal Communication: The process of sending and receiving wordless messages like, gestures, facial expressions, eye contact, symbols, dress etc. Communication process applies to both verbal and non verbal communication.
Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 15

NON-VERBAL COMMUNICATION

HOW WE STAND

FACIAL EXPRESSIONS

KINESIS
POSTURE LAUGHING USE OF LEGS USE OF ARMS
Chapter 3, Slide 16

Mary Ellen Guffey, Essentials of Business Communication, 8e

The Communication Process Expanded Model

Stimulus Sending Channel Encoding Understanding Decoding Encoding

Understanding
Decoding

Feedback Channel
Person A Person B

Mary Ellen Guffey, Essentials of Business Communication, 8e

Ch. 1, Slide 17

Chapter 3, Slide 17

Common Problem Areas

The following are supposed to be the common problem areas. 1. Sending: 2. Environment:

3. Receiving:

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Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 18

Problems in Sending
using technical words for communication to nontechnical people More use of words and less use of visual and vocal elements. Not considering the expectencies and interests of the listener.

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Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 19

Noise in the environment

Noise creates distortions of the message and prevents it from being understood the way it is intended Noises may be ringing telephones, horns etc. Time, inapropriate time may be an obstacle to give message clearly.Thursday afternoon is not proper for a heavy meeting.
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Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 20

Receiver Problems
Poor listen ability Lack of attention Emotional state, stress, fear, anger Prejudgements Be sure that the receiver is attentive

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Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 3, Slide 21

The Communication Flow

Managers Supervisors

Upward flow Coworkers

Coworkers

Horizontal flow

Downward flow
Subordinates
Mary Ellen Guffey, Essentials of Business Communication, 8e

Supervisees
Ch. 1, Slide 22
Chapter 3, Slide 22

Managers Job plans Policies Instructions Procedures

Supervisors

Flows from decision makers to workers Downward Subordinates

Mary Ellen Guffey, Essentials of Business Communication, 8e

Supervisees
Ch. 1, Slide 23
Chapter 3, Slide 23

Managers

Supervisors

Upward Feedback Progress Problems Suggestions Flows from employees to decision makers Subordinates Supervisees
Ch. 1, Slide 24
Chapter 3, Slide 24

Mary Ellen Guffey, Essentials of Business Communication, 8e

Coworkers

Horizontal flow Shared information to coordinate tasks, solve problems, resolve conflict Flows among workers at the same level

Coworkers

Mary Ellen Guffey, Essentials of Business Communication, 8e

Ch. 1, Slide 25

Chapter 3, Slide 25

DIAGIONAL COMMUNICATION

CEO

GM HR

GM Marketing

GM Finance

HR Officer

HR Supervisor

Sales Manager

Sales Officer

Accountants

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 3, Slide 26