BUSINESS COMMUNICATION

GATEWAYS TO
COMMUNICATION
 Ten commandments of com
Commandments Facilitating Attributes
1. Objective for communicating
2. Clarity in the use of language May be to inform, persuade, motivate
3. Amount of Communication or something else.
neither too much nor too less. One with the receiver greater
4. Adequate medium. comprehension.
5. Appropriate physical conditions. Effective grasp of the message.
6. Listen attentively. Verbal- oral, written or non verbal.
7. Avoid unintentional Minimize Physical and
communication. Psychological noise.
8. Corroborate actions with Active and empathetic listening.
statements. Neither too much nor too little.
9. Communication is a two way Synchronies actions with statements.
process. Soliciting feedback.
10. Hone communication skills
Training.
further.
 The Ten Commandments
Objective for communicating: The objective to
be clear in the mind of sender-inform-
persuade-motivate-goal clear at
inception/eliminating miscommunication
Miscommunication takes place when message
received is not the same as the message sent
Causes for miscommunication:-

Organizational Structure-All organizations

have their own communication
techniques/each nurtures its own
communication climate
-In large organization where flow of
information is downward-feedback not
guaranteed/
 Organization with flat structure usually have
intricately knitted communication network
Tall organizations too many vertical
communication links-distorted message various
organizational levels/transfer links
Irrespective of size organization have
communication policies-describes the protocol to
be followed
-structure & complexity of protocol causes
barriers
 To overcome structural barriers, opportunities
should exist for communicating
upward/downward/horizontally using
technique like-
Employee surveys/open door
policies/newsletters/memos/task groups
Attempts should be made to reduce
hierarchical levels/increase co
ordination/two way communication
 Difference in Status-when people belonging to
different hierarchical positions communicate
with each other-possibility of
miscommunication. Why?
Limiting oneself to a particular dept/task
narrow ones point of view so that it differs
from the attitudes/values /expectations of
people belonging to other dept/task
 How do we overcome it?
-by keeping the managers/lower level
employees well informed
-employees encouraged to keep their managers
informed by being fair minded/respectful of
their opinions
-brave to convey information that the boss
might not like
 Lack of trust-can threaten the organizations
stability/you may be clear in communication
but people should trust you
How do we overcome?
-by being visible and accessible
-Hiding or insulating behind assistants
/secretaries will not help
-Share key information with
colleagues/employees/
 -communicate honestly /include employees in
decision making
-Creating an open communication environment
in the organization
-helping employees in times of distress
-assuring them of your suggestion or co -
operation
 Closed Communication Climate:-An
organizations communication climate is
influenced by its management style
-A directive authoritarian style blocks free and
open exchange of information
How do we overcome barriers relating to
organizational environment?
-spend more time listening than issuing orders
-Make sure you respond constructively to
employees
-encourage employees and colleagues to offer
suggestions
-help set goals /participate in solving problems
/help making decisions
-To see that employees are willing to
communicate their problems and perspectives
to you openly
 Incorrect choice of medium:- Choosing an
inappropriate communication medium can
distort the message
Choice and Quality of medium of comm
Nature of Type of media Cues Nature of Media Quality
message feedback
Personal (oral) Face to Face Verbal & Non Immediate Richest
Verbal
Personal (Oral) Telephone/ Verbal & Vocal Close to Rich
computers immediate

Personal & Letters memos Verbal & Visual Delayed/No Leaner

impersonal reports
(written)/addresse
d documents
Impersonal/unadd Circulars/Fliers Verbal & Visual Almost Nil Leanest
ressed
 How to overcome the barriers arising due to
inappropriate choice of media
-Choosing the richest media for non routine
complex messages
-Using rich media to extend and to humanize
your presence to promote the employees
commitment to organizational goals
-Using leaner media to communicate simple
routine messages
 Information overload:-At times people
overload their messages with too much
information
-too much information is as bad as too little
because it reduces the audiences ability to
concentrate on the most important message
-as a sender be focused/include only pertinent
information/as receiver deal with the
information/dont get trapped
 Message complexity:- dry and
difficult/difficulty in understanding(example
trying to write guidelines for checking credit
references/an explanation of why profits have
dropped by 10% in the last six months

-To keep it clear and easy to understand/asking

feedback
 Message competition: This happens at Inter-
personal level and intra personal level
-Interruptions- Phone rings/people intrude
while sending message

-Avoid communicating to a receiver who does

not have time to pay attention
What should we do?
 Unethical Communication: Relationship within
& outside the organization depend on
-trust & fairness
-this does not mean that organizations should
not be tactful
-it is possible for organizations to avoid illegal or
unethical messages and still be credible in the
long run/due to unethical conduct barriers
arise-colleague takes credit /hyped product
- to overcome/truthful/not deceptive
 Physical distraction- Recall the time you
delivered a talk to a large audience seated in a
hall poorly lit and inadequately seated.

To decrease the possibility of

miscommunication
(1) Consider seriously the recipients of your
message
(2) Think about how to send the message/verbal or
written

(3) Follow up your verbal message with a written

statement/in a meeting if you made an important
planned statement/distribute a copy of the
message
(4) Decide who can communicate with whom
-if centralized it will be bureaucratic/control
oriented & time consuming/if every one speaks
messages not uniform/risk factor is there
 Gateway of Communication
MASTERING COMMUNICATION SKILLS
Mastering Communication skills involves answering the following pertinent
questions:
What to communicate
What is the objective of Communication
How to communicate
Whom to address the Communication.
When to communicate
How often to communicate
How to get feedback
How to evaluate Communication
 Gateway of Communication
GATEWAYS OF COMMUNICATION IN AN
ORGANISATION
In order to make business Communication effective in practice, an open
door Communication policy should be prepared and followed by managers
at all levels. The superiors in the organization must create an atmosphere of
confidence and trust in the organization so that the credibility gap may be
narrowed down. Major efforts in this direction are:
1. Two-way Communication
2. Strengthening Communication network
3. Promoting participative approach
4. Appropriate language
5. Credibility in Communication
6. Good listening
7. Selecting an effective Communication channel
8. Listening with understanding
9. Timing of Communication
10. Sincerity
11. Freshness
 Gateway of Communication
ESSENTIAL ATTRIBUTES FOR COMMUNICATION
1. Clarity of purpose
2. Understand the process of Communication
3. Be clear about your target audience
4. Be well informed
5. Plan your Communication
6. Be positive in approach
7. Avoid extreme feelings
8. Be sincere
9. Be consistent
10. Appreciate the time factor
11. Use proper modes and channels
12. Be cost conscious
13. Obtain feedback
14. Avoid Communication overload:
 Effectiveness in managerial
communication

There are certain characteristics in Managerial

communication
(1) Appropriate communication Style:
-Every organization has its own culture/which is
a reflection of its
values/traditions/habits/customs
-some companies curb upward flow
communication why?
 Effectiveness in managerial
communication
-consider it time consuming/unproductive
-whereas other companies foster candor &
honesty/people feel free to confess their
mistakes/disagree with heir boss/express their
opinion
There are several factors that influence an
organizations communication climate
-nature of industry/compy;s physical
setup/history of the compy
 Effectiveness in managerial
communication
Most important factors is the management
style of the top management
-some managers regard workers as
lazy/irresponsible motivated by the fear of
losing job- --adopt directive style

-Supportive style where managers assume

people like to work
-Participative style-encourage workers to work
together/decision making/empowers
 Effectiveness in managerial
communication
The trend today is towards any style that
encourages open communication
-managers listen than issue orders
-workers offer suggestions/help in setting
goals/problem solving

Managers stay in touch with employees to be

understood and understand
How?
 Effectiveness in managerial
communication
(2)Audience Centered approach:-consider the
audience s feeling/needs maintaining ethical
standards

(3) Understanding of intercultural communication:-

with advancement in science & technology
businesses are crossing national
boundaries/creating international ties/through
global
partnership/cooperatives/affiliation/global&
domestic workforce changing/laws
/customs/business practices/multicultural
environment/understand cultural diff
 Effectiveness in managerial
communication
(4)Commitment to ethical communication:-
The term business ethics refers to principles
of code of conduct which govern a person or
group in any business enterprise
-ethical people are trustworthy/fair/impartial
-unethical people/selfish/unscrupulous
-Hewitt-Packard making sure employee is
familiar /compys standards for business
conduct/GE etc have interactive software to
answer their questions on ethics/e- training
 Effectiveness in managerial
communication
Ethics plays a crucial role in communication
-avoid language which
manipulates/discriminates/exaggerates
-Honest with employees/o personal gains
- what is ethical can be complex
-Managers should ensure code of conduct
 Effectiveness in managerial
communication
(5)Proficiency in communication technology:-
quantum & speed of information
Managers to understand the ever changing
technology/adapt/motivate subordinates
Accessible to fax/car phones/cellular
phones/electronic mail/voice mail/satellite
communication(satellite television-Ford)
-trace shipment/customers/clients/vendors
30% new technologies fail if not used
 Effectiveness in Managerial
communication
(6)Control over the flow of communication:-
-Managers to ensure communication flows efficiently
across & outside
-If we see the logistics of transmitting messages
communicated/does flow efficiently why?
-Information load
-Lack of efficiency in preparing messages
-Lack of adequate training

(7)Control the number of messages/40 routine reports

answered 2(CEO)face to face /standarized /standard
formats for memos