COMMUNICATION FOR

MANAGERS

Chapter 1: BUSINESS COMMUNICATION AND ITS

SCOPE FOR MANAGEMENT
Personal Introduction
 Name: Anjum Nisar Qureshi
 Education:
 M Sc. (Econ); Karachi University
 MBA (International Finance & Economics); Los Angeles, California; USA

 Diploma & Certification:

 Diploma in Accounting (Los Angeles, California; USA)
 Certificate in Case Teaching Methodology (LUMS)
 Leadership Grid
 Professional Experience:
 25 years (16 years with multinationals in the USA)
 Years in T&D: 15 Years

Teaching Experience:
 FAST National University
 Pakistan Institute of Engineering and Applied Sciences
 Bahria University
 Mohammad Ali Jinnah University
 University of Southern Queensland (USQ)

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02/06/2023
Changes Affecting the Workplace

 Heightened global competition

 time to market is critical – enabled through

effective communication

 Flattened management hierarchies

 Expanded team-based management

 Increasingly diverse workforce

 Success for YOU in the new global and diverse
workplace requires excellent communication skills!
4

Please comment on
the followings:
A valuable job
requirement

An essential for
promotion

A help for meeting

personal
responsibilities

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1.0 AIMS AND OBJECTIVES
 After studying this lesson, you should be able to:

 Understand the meaning and definition of business communication.

 Be able to know the objectives of communication

 Know the relevance of communication in an organization and in

management

 Understand the functions and importance of communication

 Know the scope of communication

 Business Communication
 The word Business stands for any economic activity undertaken with a view
to earn profit. The communication undertaken in the process of this activity is
termed as business communication.

 It includes oral, written, formal, informal, upward, downward, lateral, diagonal,

inward outwards as well as non verbal communication.
 Agree or Disagree?
7

“Information is the

lifeblood of
the organization”

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8

“Information is the
lifeblood of
the organization”

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Life Blood of an Organization
 Communication is the most vital ingredient of an organization. An
organization cannot function without communication.

 An organization is a group of people coming together to achieve certain specific

objectives. The achievement of these objectives largely depends upon a proper co-
ordination and integration of human effort.

 Co-ordination and integration of various human activities are possible only if

there is an effective system of communication in the organization.

 The more effective the system of communication, the better is the relation between
workers and the management.

 It is communication which gives life to the organization; so, it is often

referred to as the life blood of an organization
10
What is Communication?
Communication may be broadly defined as the process of meaningful interaction
among human beings. More specifically, it is the process by which meanings are
perceived and understandings are reached among human beings.
– The American Management Association

Two-way process of reaching mutual understanding, in which participants not only

exchange information, news, ideas and feelings but also create and
share meaning.

In business, it is a key function of management– an organization cannot operate without

communication between levels, departments and employees.

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1.4 CLASSIFICATION OF
COMMUNICATION
 Communication can be classified according to the number of persons
(receivers) to whom the message is addressed:

1. Intrapersonal Communication: It is talking to oneself in one’s own mind.

2. Interpersonal Communication: It is the exchange of messages between two

persons. For example, a conversation, dialogue, or an interview in which two
persons interact. A letter between the writer and the addressee.

3. Group Communication: It can be among small or large groups, like an

organization, club or classroom.

4. Mass Communication: It occurs when the message is sent to large groups of

people, for example, by newspaper, radio, or television.
1.4 CLASSIFICATION OF
COMMUNICATION
 1. Verbal Communication: It means communicating with words, written or
spoken.

 Verbal communication consists of speaking, listening, writing, reading, and thinking.

 It may further be classified as Oral or Written Communication.

 2. Non-verbal communication: It includes using of pictures, signs, gestures,

and facial expressions for exchanging information between persons.

 Non-verbal communication flows through all acts of speaking or writing.

1.4 CLASSIFICATION OF
COMMUNICATION

 Organizational communication also flows through two

different networks.

 Its formal communication network consists of all

communications that flow along an organization’s official lines of
authority.

 The informal communication network, sometimes called

the grapevine, goes to work whenever two or more employees get
together and start talking about the company and their jobs.
1.4 CLASSIFICATION OF
COMMUNICATION
 Organizational communication flows through two
different channels. 

 Internal communication is shared by people at all

levels within a company. 

 External communication occurs between parties

inside a company and parties outside the company,
such as suppliers, customers, banks, financial
institutes, and investors, etc.
4 Types of Internal communication:
 Communicating in an Organizational Context
16

Figure 1.4 Formal Communication Network

02/06/2023
2 Types of External communication:

Official Unofficial
 Press releases, conferences  Whistle-blowers, media leaks
 Speeches at various forums
 External grapevine
 Advertising, marketing
 Insider trading
 Reports, Letters, email

 Meetings with the community,  Industrial espionage/intellectual

stakeholders property theft
 Company Blogs
 Blogs, complaints/ websites
Objectives of Business Communication

 The objectives of business communication:

 Facilitating decision-making: Effective communication helps employees, managers

and other stakeholders share information and make informed decisions.

 Building and maintaining relationships: Good communication helps to build and

maintain positive relationships with customers, suppliers and other stakeholders.

 Achieving organizational goals: Effective communication is essential for

coordinating activities and achieving common goals within an organization.

 Promoting understanding: Business communication helps to promote understanding

and clarity among employees and stakeholders, reducing confusion and
misunderstandings.
 Importance of Business Communication

 Here is why business communication is essential for any organization. 

 Improving productivity: Good communication can help to increase productivity by

ensuring that employees have the information they need to do their jobs.
 Managing change: Effective communication is crucial for managing change within
an organization, whether it is a change in management, a shift in business strategy,
or a reorganization of the company.
 Building trust and credibility: By providing accurate and timely information and
responding to stakeholders’ inquiries and concerns, effective communication helps
build trust and credibility among stakeholders.
 Digitalization and globalization: The business environment is becoming more
digital and globalized. A good communication strategy can help to bridge cultural
and language barriers and ensure smooth interactions between different
stakeholders.
1.9.1 Type of Information
Communicated in an Organization
 Business communications shared with employees can be divided into five types of
information:

1. Statutory Information: The information, such as terms and conditions of employment, is

to be communicated to all employees as a statutory requirement.
2. Regular work-situation: The information regarding normal work situation has to be
regularly communicated through routine formal briefing sessions or through informal
chat sessions between the manager and the team members (his/her colleagues)
3. Major policy or operational change information: Any major change in the organization
policy or work, which is going to affect everyone or a large number of employees, has to
be communicated to all.
4. Information Bulletin: To keep people informed about events and happenings taking
place in the organization, a newsletter is communicated to all employees of the company.
5. Communication by Expectancy: Information of critical changes should be carefully and
gradually communicated to those who are going to be directly affected by the decision.
Why Managers need Communication Skills?
Exhibit:
Communication needs in different jobs
 Characteristics of
23
Effective Communications
Effective communication requires the message to
be:
Clear and concise

Accurate

Relevant to the needs of the receiver

Timely

Meaningful

Applicable to the situation

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 Challenge of Communication
24

 Developing the right attitude

 The image of your organization is an extension of
many individual personalities.

 Be enthusiastic and capable

 Doing an honest job enthusiastically and competently
helps both the doer and the receiver

 Preparing adequately

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 Tell Us How Effective is Your Communication?
25

 On a scale of 1 to 10

LET’S SEE …

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 EXERCISE 1:
COMMUNICATION EFFECTIVENESS
26

 Imagine the communication situations in your day-to-day life

and your social experience with people.

 Assess your communication effectiveness in terms of each

pair of descriptions and circle the appropriate number.

 Please try to be as specific as you can in your response so that

the questionnaire could truly reflect your communication
style.

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I think my communication with people and colleagues:
Increases my credibility 7 6 5 4 3 2 1 Decreases my credibility

Is precise 7 6 5 4 3 2 1 Is imprecise
27
Is clear 7 6 5 4 3 2 1 Is unclear
Answers more questions than it raises 7 6 5 4 3 2 1 Raises more questions
than it answers
Is effective 7 6 5 4 3 2 1 Is ineffective

Is competent 7 6 5 4 3 2 1 Is incompetent

Is productive 7 6 5 4 3 2 1 Is unproductive

Gets the results I want 76 5 4 3 2 1 Does not get the results I want

Is impressive 7 6 5 4 3 2 1 Is unimpressive

Creates a positive image of me 7 6 5 4 3 2 1 Creates a negative image of me

Is good 7 6 5 4 3 2 1 Is bad

Is skillful 7 6 5 4 3 2 1 Is unskillful

Is relaxed 7 6 5 4 3 2 1 Is strained

Is self-rewarding 7 6 5 4 3 2 1 Is not self-rewarding

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Does not embarrass me 7 6 5 4 3 2 1 Does embarrass me
 COMMUNICATION EFFECTIVENESS
28
EXERCISE 1

 Score

 Total marks: 105

 If your marks are 60 or below, please make

serious efforts to improve communication skills

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 Communication is Important to Your
Company
29

 Regardless of where you work, effective communication helps

businesses be successful in numerous ways, including

 Building Trust
 Closer Ties to the Community
 Client Relations
 Increased Productivity
 Marketing and Sales
 Employee Relations

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 Understanding
30
What Employers Expect from You

Effective and Efficient Use of

Digital Information Fluency
Communication Technologies

High Quality Writing and

Ability to Organize Ideas
Speaking Standards
Ability to Express Ideas
Maintaining Business Etiquette
Concisely, Coherently and
at all times
Persuasively
Communicating Ethically at all
Active Listening Skills
times
Excellent Communication with
Time Management and Critical
People from Diverse
Thinking
Backgrounds

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The Basic Communication Model

This eight-step model is a simplified view of how communication works in real

life; understanding this basic model is vital to improving your communication
skills.

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 Becoming
An Effective Business Communicator
32

The communication process presents many

opportunities for messages to get lost, distorted, or
misinterpreted as they travel from sender to receiver.

Fortunately, you can take action at every step in the

process to increase your chances of success.

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Becoming An Effective Business Communicator

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33
 Inside the Mind of Your Audience
34

After a message works its way through the communication channel

and reaches the intended audience, it encounters a new set of
challenges.
Understanding how audiences receive, decode, and respond to
messages will help you create more effective messages.
To improve the odds that your messages will be successfully
perceived by your audience, pay close attention to; (see next slide)

Chapter 1 - Prepared by Anjum N. Qureshi

 How Audiences Receive Messages
35

Consider audience expectations. Deliver messages using the media and

channels that the audience expects. If colleagues expect meeting notices to be
delivered by email, don’t suddenly start delivering the notices via blog postings.

Ensure ease of use. Even if audiences are actively looking for your messages,
they probably won’t see them if you make them hard to find, hard to navigate, or
hard to read.

Emphasize familiarity. Use words, images, and designs that are familiar to your
audience.

Practice empathy. Make sure your messages speak to the audience by clearly
addressing their wants and needs—not yours.

Design for compatibility. For instance, if your website requires visitors to have
a particular video capability in their browsers, you won’t reach those audience
members who don’t have that software installed or updated.
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 How Audiences Decode Messages
36

 Decoding is a complex process; receivers often extract different meanings from

messages than sender’s attempt to encode in them.

 Selective perception occurs when people ignore or distort incoming

information to fit their preconceived notions of reality.

 Differences in language and usage also influence received meaning.

 If you ask an employee to send you a report on sales figures “as soon as
possible,” does that mean within 10 seconds, 10 minutes, or 10 days?

 Individual thinking styles.

 For example, someone who places a high value on objective analysis and
clear logic might interpret a message differently than someone who values
emotion or intuition. 02/06/2023
 How Audience Decode Messages
37

Chapter 1 - Prepared by Anjum N. Qureshi

 First, the recipient has to remember the message long enough to act on it. Simplifying greatly,
memory works in several stages: Sensory memory momentarily captures incoming data from the
senses; then, whatever the recipient pays attention to is transferred to short-term memory.
Information in short-term memory quickly disappears if it isn’t transferred to long-term memory,
which can be done either actively (such as when a person memorizes a list of items) or passively
(such as when a new piece of information connects with something else the recipient already has
stored in long-term memory). Finally, the information needs to be retrieved when the recipient
wants to act on it. In general, people find it easier to remember and retrieve information that is
important to them personally or professionally. Consequently, by communicating in ways that are
sensitive to your audience’s wants and needs, you greatly increase the chance that your messages
will be remembered and retrieved. Second, the recipient has to be able to respond as you wish.
Obviously, if recipients simply cannot do what you want them to do, they will not respond
according to your plan. By understanding your audience (you’ll learn more about audience
analysis in Chapter 4), you can work to minimize these unsuccessful outcomes. Third, the
recipient has to be motivated to respond. You’ll encounter many situations in which your
audience has the option of responding but isn’t required to. For instance, a record company may
or may not offer your band a contract, or your boss may or may not respond to your request for a
raise.
 How Audiences Respond to Messages
39

Must Remember Message

Must Be Able to Respond As You Wish

Must Be Motivated to Respond

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 Social Communication
40

The traditional model of business

communication is largely defined Business Business
by a publishing or broadcast Communication 1.0 Communication 2.0
mindset.
“We talk, you listen” “Let’s have a conversation”
For external communication, a
company released carefully
scripted messages to a mass
audience that often had few, if any,
ways to respond.

 Likewise, customers and other interested parties had few ways to connect with one
another to ask questions, share information, or offer support.

 Internal communication followed the same “we talk, you listen” model, as upper
managers issued directives to lower-level supervisors and employees.
Chapter 1 - Prepared by Anjum N. Qureshi
 Social Communication
41

 Today, a variety of technologies have enabled and inspired a

new approach to business communication.
 The new social communication model is interactive, conversational, and
usually open to all who wish to participate.

 Social media have given customers and other stakeholders a voice they
did not have in the past.

 And businesses are listening to that voice.

Chapter 1 - Prepared by Anjum N. Qureshi

 Business Communication 2.0 Model
42

• However, a company can not be as a social club in which everyone has a

say and a vote.

• A hybrid approach is used in which some communications (such as

strategic plans and policy documents) follow the traditional approach and
others (such as customer support messages) follow the social model.

Traditional Hybrid Social Media

Approach Method Approach

Strategic Customer Project

Policies
Plans Support Updates

Chapter 1 - Prepared by Anjum N. Qureshi

 The Mobile Revolution
The Rise of Mobile Communication as a Platform
43

 Globally, more than 80 percent of Internet users access the web with a
mobile device

 Mobile has become the primary communication tool for many business
professionals

 Email and web browsing are the most common non-voice uses of
smartphones.

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 How Mobile Technologies are Changing
44
Business Communication

 Constant Connectivity • Security and Privacy Concerns

 Mobile Users are Multitasking • Business-specific Applications

 Changes in Traditional Grammar
• Accelerated Decision-making and
 Enhanced Productivity and Problem-solving
Collaboration
• Greater Engagement with
Audience

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 Using Technology in Business
45
Communication


Today’s businesses rely heavily on technology to enhance
communication.


To communicate effectively use the following guideline;

• learn to keep technology in perspective,

• guard against information overload and information addiction,
• use technological tools productively, and
• disengage from the computer frequently to communicate in person.

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 Keeping Technology in Perspective
46

• The most important point to remember about technology is

that it’s simply a tool by which you can accomplish certain
tasks.
It’s an aid to interpersonal communication, not
a replacement for it.
Technology can’t think for you or communicate
for you.
If you lack some essential skills, technology
can’t fill in the gaps

Chapter 1 - Prepared by Anjum N. Qureshi

 Information Overload
47

• The overuse or misuse of communication technology can lead to information

overload, in which people receive more information than they can effectively
process.

• Makes it difficult to differentiate between useful and useless information,

The result?
Less More
Productive Stressful

• As a recipient, use filtering to isolate high-priority messages that deserve

your attention.

• As a sender, make sure you don’t send unnecessary messages.

Chapter 1 -
 Productivity Issues
48

Information tools can waste as much time as they save.

• Inappropriate web use not only distracts employees from work

responsibilities but also leaves employers open to lawsuits.

The best solution to such problems

lies in:
• developing clear policies,
guidelines; and

• providing sufficient training to

use information technology
productively.

Chapter 1 - Prepared by Anjum N. Qureshi

 Reconnect with People
49

Technology can hinder communication if it’s overused.

Speaking with people over the phone or in

person can take more time and effort than
sending an email or text message, but it’s
often essential for solving tough problems and
maintaining productive relationships.

Step out from behind the technology

frequently to learn more about the people
you work with—and to let them learn more
about you.

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 Committing to Ethical and Legal
50
Communication
• Ethics are the accepted principles of conduct that govern
behavior within a society.

• Ethical communication includes;

• all relevant information,

• is true in every sense,
• does not violate the rights of others, and
• is not deceptive in any way.

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 Unethical Messages
51

Plagiarizing: using someone else's words or other creative ideas and claiming them as your
own.

Omitting essential information the audience need to make an intelligent, objective decision
is unethical.

Selective misquoting occurs when damaging information is omitted, in order to paint a

better (but untruthful) picture of you or your company.

Misrepresenting numbers: manipulating data by altering statistics, or omitting numerical

data.

Distorting visuals: making a product look bigger or changing the scale of graphs and charts
to conceal differences.

Finally, failing to respect privacy or information security needs is unethical and may be
illegal.

Chapter 1 - Prepared by Anjum N. Qureshi

 Distinguishing Ethical Dilemmas from Ethical Lapses
52

Every company has responsibilities to its

stakeholders often having competing interests.

In some situations, what's right for one group may

be wrong for another.

• An ethical dilemma involves choosing

among alternatives that aren't clear-cut.

• An ethical lapse is a clearly unethical or

illegal choice.

Chapter 1 -
 Ethical Communication
53

• Ensuring ethical business communication requires three elements:

1) Ethical individuals, 2) Ethical company leadership, 3) Appropriate policies and
structures.

• These three elements need to work in harmony.

• Employers have a responsibility to establish clear guidelines, such as a written

code of ethics to promote ethical behavior.

• Furthermore, ethical behavior has to start at the top.

• If employees see top bosses ignoring ethics guidelines and making

unethical decisions, then they may conclude that the ethical guidelines
don’t mean anything.

• Bottom line, every employee has the responsibility to communicate in an

ethical manner, whether or not formal guidelines are in place.
Chapter 1 -
 Legal Communication
54

• Business communication is also bound by a wide variety of laws and

regulations, including the following areas:

• Promotional communication. Marketing specialists need to be aware of the

many laws that govern truth and accuracy in advertising.

• Contracts. A contract is a legally binding promise between two parties, in

which one party makes a specified offer and the other party accepts.

• Intellectual property. In an age when instant global connectivity makes

copying and retransmitting electronic files effortless, the protection of
intellectual property (IP) has become a widespread concern.

• Intellectual property includes patents, copyrighted materials, trade

secrets, and even Internet domain names.

Chapter 1 - Prepared by Anjum N. Qureshi

 Legal Communication
55

• Employment communication. Local, provincial, and federal laws govern

communication between employers and both potential and current employees.

• Financial reporting. Finance and accounting professionals who work for publicly
traded companies (those that sell stock to the public) must adhere to stringent
reporting laws.

• Defamation. Negative comments about another party raise the possibility of

defamation, the intentional communication of false statements that damage
character or reputation.

• Transparency requirements. Governments around the world are taking steps to

help ensure that consumers and other parties know who is behind the information
they receive, particularly from online sources.

Chapter 1 - Prepared by Anjum N. Qureshi

General Ethical Guidelines
 In the absence of clear guidelines, ask yourself the following
questions:

 Have you defined the situation fairly and accurately?

 What impact will the message have on the people who receive it, or
who might be affected by it?
 Will the message achieve the greatest possible good while doing the
least possible harm?
 Are you comfortable with your decision? Would you be embarrassed
if it were printed in tomorrow’s newspaper or spread across the
Internet?
 Think about a person whom you admire and ask yourself what he or
she would think of your decision.
Chapter 1 -
PRACTICE QUESTION
1. Jon made it a habit to paraphrase any verbal information. This is a little annoying to the
sender but it ensures that Jon understands the message as intended. In the communication
process, paraphrasing is
1. feedback.
2. annoying.
3. critical of the original message.

2. In early 2017, United Airlines employees literally dragged a passenger off the plane. The
video went viral. The CEO, Munoz, apologized for “having to re-accommodate . . .
customers.” Many customers found the response to be horribly callous and responded on
Twitter and Facebook. Munoz apologized again on the next day with “I want you to know
that we take full responsibility and we will work to make it right.” What was the problem
with his first message?

1. His use of industry jargon didn’t translate with the public.

2. Munoz’s phrasing didn’t reflect an understanding of the audience and how the event was
perceived.
3. His mistake was using a euphemism with the public.
PRACTICE QUESTION
 In the financial crisis, the rumor mill proved much more accurate
than the announcements from executives. CEOs at major companies
like Countrywide defended their companies and practices right
through the crisis. Some outside analysts and commentators got the
story right. But the real dirt came from people in the trenches who
knew the practices were poor and credit risk was much greater than
stated.

 The accurate information came from:

 informal communications.
 social media.
 formal communication.
 Correct. By feeding the message back to the sender, Jon confirms
that he has understood it and is ready to move to the next point.

 Munoz’s phrasing didn’t reflect an understanding of the

audience and how the event was perceived.(Correct. Good
communication requires an understanding of the audience.)

 Correct. “Informal communication system” is a general term

which includes the more common grapevine, rumor mill, and
social network.