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Communication
in Business
1. Introduction to communication
as an exchange of information between
and among human beings.
The two basic forms
of communication are :
vVERBAL
writing
reading
speaking
listening
v NON-VERBAL
gestures and facial expressions
physical
appearance
posture and movements
intonation , pitch , and rhythm of speech We communicate
using a combination
of verbal and non-verbal tools.
The Process of Communication
Any basic communication process involves at least one sender
and one receiver.
The sender transmits the messages using a combination of verbal
and non-verbal signals.
The receiver translates and interprets the message using his
or her knowledge and
understanding of the verbal and non-verbal signals. MESSAGE
= 75% NON-VERBAL + 25%
VERBAL What the receiver gets is less than 100 percent of the
original message. Some of
the meaning that the sender intended is lost or misunderstood
through a variety or
interference.
Effective Communication Is 2-Way
For communication to be most effective , the message must mean
the same thing to both
the sender and the receiver.
Messages often do not have the same meaning for both the sender
and the receiver.
Miscommunication results. What Influences the Meaning of a Message
? How we
interpret a piece of communication depends on our private perceptions
and our attitudes.
These perceptions and attitudes may be influenced by :
v Age
v
Personality
v
Customs
v
Interests
v
Education
v
Prejudices
v
Language
v
Intelligence
v
Occupation
v
Sex
v
Past experiences
v
Race
v
Social circles
v
Religion
A person who is able to communicate effectively is sensitive
to the needs of others and is
able to send out message that accommodate and respond to those
needs.
But people often fail to communicate effectively because they
choose to interpret a
message as they perceive it rather than as it really is.
The way in which they respond to the message reflects these
private perceptions.
How they respond to a message may not be what the sender of
the message expected.
What is Effective Communication?
v
When at least two individuals are able to convey information
and ideas to each other.
v When
at least two individuals are able to convey information and
ideas to each other.
v It
may not lead to agreement or a perfect understanding but areas
of disagreement
can be
clarified .
v
It results in an increase in knowledge and perspective.
2. Communication in Business
"Communication is the lifeblood of an organization.
Business cannot function without
communication."
Business cannot
function without communication. It is needed for :
v exchanging information
v
exchanging options
v
making plans and proposals
v reaching agreement
v executing decisions
v
sending and fulfilling orders
v conducting sales
COMMUNICATION
WITHIN AN ORGANISATION
Downward communication
Needed to :
v
transmit vital information
v give instructions
v encourage 2-way discussion
v
announce decisions
v
obtain feedback
v
seek cooperation
v
provide motivation
v
foster goodwill
v
boost morale
v
increase efficiency
Upward communication
A means for staff to:
v
exchange information
v
offer ideas
v
provide feedback
v
reciprocate in discussions
v establish goodwill
v express enthusiasm
v
achieve job satisfaction
Horizontal Communication
Essential for :
v
solving problems
v
accomplishing tasks
v
improving teamwork
v
encouraging goodwill
v
creating cohesiveness
v
building goodwill
v
boosting efficiency
The Benefits of Communicating
Effectively in an Organisation
It improves:
v
job satisfaction
v
sense of security
v
industrial safely
v
productivity
v
profits
v
corporate image
v
goodwill Effective communication among employees is especially
beneficial to staff
relations.
It reduces
v
absenteeism
v
employee grievances
v
staff turnover
v
hostility
v
inefficiency
COMMUNICATION OUTSIDE AN ORGANISATION
An organization can only benefit from communicating
effectively with those outside it.
It leads to better
v
sales volume
v
public credibility
v
operational efficiency
v
company profits
It should improve
v overall
performance
v
public goodwill
v
corporate image
Ultimately, it helps
to achieve
v
organizational goals
v
customer satisfaction
EFFICTIVE COMMUNICATION
AND THE PROFESSIONAL
Knowing
how to use good communication skills at work can enhance the
career of any
professional.
The benefits include better
v job opportunities
v career
advancement
v
professional reputation
What Qualities Contribute
to Better Communication Skills?
v A positive attitude
v Intelligent
and sound judgment
v
A ‘you’ attitude ( or consideration for your audience
)
v
A sense of integrity
v
Language proficiency
v
Sound communication principles
There
are often problems in business communication that could be due
to the
following reasons:
v a difference
in attitude,
v
changing needs,
v
differing perceptions of reality,
v bureaucratic red tape,
v complex
organizational structures,
v increasing sources of information,
v
business competition,
v
institutional rules and regulations. |
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