Includes all activities

engaged in or caused to be
engaged in with the object of
gain, benefit or advantage,
direct or indirect.


The term communication has been derived from
the Latin word communis that means common ,
thus, through communication we establish a
common ground of understanding.
The term communication means to inform, to tell,
to show, or to spread information.
According to Koontz & ODonell Communication
has been defined As the transfer of information
from one person to another whether or not it elicits
confidence.
According to Geroge Terry
Communication is ann exchange of facts,
ideas, opinions or emotions by two or more
persons.


Providing Knowledge
Motivating Organizational Members
Controlling & Coordinating
Individual Efforts
Expressing Feelings and Emotions
Functions of Communication
Typical features of communication
Two way process
Continuous/Ongoing
Functional
Commulative process
Irreversible
Contextual
Complex
Inevitable


THE COMMUNIATION CYCLE
COMPLETENESS
*Provide all necessary
information
*Answer all questions asked
*Give something extra, when
desirable
CONCISENESS
*Eliminate wordy expressions
*Include only relevant material
*Avoid unnecessary repetition
CONSIDERATION
*Focus on YOU instead of I
or WE
*Show audience benefit or
interest in the receiver
*emphasize positive, pleasant
facts
CONCRETENESS
*Use specific facts & figures
*Put action in your verbs
*Choose vivid, image- building
words
CLARITY
*choose, precise, concrete &
familiar words
*construct effective sentences &
paragraphs
COURTSEY
*Be sincerely tactful, thoughtful and
appreciative
*Use expressions that show respect
*Choose nondiscriminatory
expressions
CORRECTNESS
*Use the right level of language
*check accuracy of figures, facts &
words
*Maintain acceptable writing
mechanics
To inform
To instruct
To persuade
To request
To clarify
To co-operate
To buy & sell
To advertise
Co-ordination of effort
Good industrial relations
Development of managerial skills
Effectiveness of policies
Telephone
Face to face
Faxes
Email
Letter
Voice Mail
CD- ROM Databases
Teleconferences
News Media
Corporate News

* Interviews
* Conferences

*Letters to the Editor
*Talk Shows


MAIN FORMS OF COMMUNICATION IN BUSINESS
* Internal- operational communication: consists of
the structured communication within the
organization directly related to achieving the
organizations work goals. E.g. memoranda, reports,
conversations, all in the process of coordinating
efforts & supplying the information needed to
achieve the organization's goals.

* External- operational communication: Concerned
with achieving the organisations work goals. It is the
organisations communication with its public-
suppliers, service companies, customers, & the
general public


Internal Communication
Official structure
Formal chain of command
Up, down, across formal power lines
The grapevine
Informal networking
Unofficial lines of power
External Communication
Formal contacts
Marketing
Public relations
Informal contacts
Employees
Managers
DEFINING REPORTS
A business report is an orderly & objective communication of factual
information that serves a business purpose.
-Raymond V Lesikar

DETERMINING THE REPORT PURPOSE
Work on a report begins with a business need (problem).
Get the problem clearly in mind.
Gather all information needed to understand the problem.
Explain the problem clearly in writing
Problem statement may be (a) infinitive phrase (b) question (c)
declarative statement.
State the problem in several forms. The meaning should be the
same.


Types of Reports
How to Write Reports
Computer Reports
Anatomy of a Report
Sales Proposals
Future of Reports


CVs, Resumes
Email, Web site, FAQs
Letters, Newsletters, Brochures, Articles,
Catalogs
Advertisements, Notice Board,
Pamphlets, Signs, Press Release
Presentations, multimedia, talks
Reports, Manuals, Proposals, Books
Annual Reports
Sales Reports
Feasibility Reports
Inspection Reports
Audit Reports
Progress Reports
White Papers
Formal Reports and Informal
Reports
Information Reports
Analytical Reports
Recommendation Reports
1. Define the problem
2. Gather the necessary
information
3. Analyze the information
4. Organize the information
5. Write the report
Comparison/contrast
Problem-solution
Elimination of alternatives
General to particular
Geographic or spatial
Functional
Chronological
Introduction
Purpose and Scope; Limitations,
Assumptions, and Methods
Background/History of the Problem
Body
Presents and interprets data
Conclusions and Recommendations
References or Works Cited
Appendices
Interview transcripts, questionnaires,
question tallies, printouts, and previous
reports
DEFINING MEMOS
A memo is a document typically used for communication within a company.
memos can be as formal as a business letter and used to present a report.

PURPOSE OF MEMOS
Inform readers of a specific information.
Persuade others to take action, give feedback on an issue, or react to a
situation.

GENERAL FORMAT
Heading
Message
Tone
Length
Format guidelines

COMMON TYPES OF MEMOS

Directive
Response to an inquiry
Trip Report
Field/Lab Reports






Types
Communication
Oral
Verbal
Written
-Signs
-Symbols
-Body Language
Non verbal
ORAL
Face to face
Telephonic
Group
Meeting
Seminar
Conference
Panel Discussion
Symposium
Presentation
Interview
ORAL COMMUNICATION
Advantages
Adjustable
Imm. Clarification
Time
Persuasion &
control
Formality
Cost
Convenient/reliable
for Groups
Limitations
Future ref not
possible
Not-effective if
poor speaker
Not suitable for
lengthy details
Distortion
Poor retention
WRITTEN
e mail
Fax
Memorandum
Notice
Circular
Press release
Letter
Report
Research paper
Written Communication
Advantages
Most wanted
Permanent
Legal evidence
Accurate
Suitable for
lengthy &
complicated
Limitations
Limited only
Literates
Costly, tine
consuming
Formal
Delayed feedback
Paralanguage
Kinesics- body
language
Occulesics -Eye
behavior
Appearance/
artifacts
Proxemics
Haptics
Olfactics
Chronomics
Facial expressions

1.SEMANTICS

Definition of words

Choice of words


2. POOR CHOICE, USE OF CHANNELS
When to use certain channel

Oral alone:
Simple reprimand
Settle simple dispute
Written alone:
Dont need immediate feedback
Need record

2. USE OF CHANNELS
Both channels:
Commendation
Important policy change
Nonverbal
Be aware of it.

3. PHYSICAL DISTRACTIONS

4. NOISE, PHYSICAL,
PSYCHOLOGICAL

5. STATUS DIFFERENCE

6. EFFECTS OF EMOTIONS
7. PERCEPTIONS
7. Halo effects
Selective perception
See and hear what we expect
Ignore if conflicts with what we know.
Projection
11. INFORMATION, DATA
OVERLOAD

12. POOR LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND
Learn to use feedback well.
Be sensitive to receivers point of
view.
Listen to UNDERSTAND!
Use direct, simple language, or at
least use language appropriate to
the receiver.
Use proper channel(s). Learn to use
channels well.
Learn to use supportive
communication, not defensive
communication.
Organization Communication Barriers
Root of Problem Type of Problem
Source

Filtering

Encoding & Decoding

Lack of common
experience
Semantics
Jargon
Medium problems

Organization Communication Barriers
Root of Problem Type of Problem
Source

Filtering

Encoding & Decoding

Lack of common
experience
Semantics
Jargon
Medium problems

Organization Communication Barriers
Root of Problem Type of Problem
Source

Filtering

Encoding & Decoding

Lack of common
experience
Semantics
Jargon
Medium problems

Organization Communication Barriers
Root of Problem Type of Problem
Receiver


Selective attention
Value judgements
Lack of source
credibility
Overload

Feedback Omission