Chapter- A

Understanding basic Process of Communication

Communication Process

Communication is interpersonal. Transformation of information or message from one person to other (s) The person (s) who transmits the message is called the Sender or Transmitter. The person (s) receiving the messages is the Receiver. The transmitter must send information in a format that receiver (s) can understand.

The transmitter convert the message into a format to make receiver understand is known as the process for Encoding. The message can be encoded into various formats; * oral, * written, and * visual
Once the message is encoded in a desired format, it is transferred through a medium called Channel.

A channel connects the sender to the receiver. Note: The channels of communication may be a: * Letter * memorandum * computer, * telephone * fax * telegram * television.

The information which is transferred to the receiver has to be interpreted.

This process of interpretation is know as Decoding. In order to Decode the message, the receiver should be ready to receive the message. He should make himself free from others engagement to avoid possible distraction.

Finally, the receiver sends back the message to the transmitter. It may be a reply to the query made by the sender or any response to the message delivered by the sender.

This reply confirms whether the information sent has been understood or not. Note: This process is know as Feedback.

All communications have many sources. Such as ideas, desire to send a message, urgency for sending message etc. The sender encode the message in to a preferred format. Selecting a suitable channel, the message is then transferred to the receiver who decode it for better understanding. Finally the receiver sends back the message to the sender.

Communication process diagram

Step 1 Sender has an Idea or information to share Feedback also needs to be encoded, transmitted, & decoded Step 6 Receiver sends feedback

Channel Step 2 Step 3 Sender transmits the Message Step 4 Receiver gets the Message Step 5 Receiver decodes the Message

Sender encodes Idea in a form that will carry it to the Receiver

Basics of Business Communications

Why Business Communication?

A. To achieve success in todays competitive race. B. Communication is a process of sending and receiving messages.
> sending e-mail > giving formal presentation > chatting with co-employees

C. Communication is effective only when understood by the receives. The result is:
> managing work flow > improve business relationship > enhancing ones professional image > bringing many benefits (figure 1.1) next

Many Benefits (Figure 1.1)

Quicker Problem Solving

Improved Stakeholder Response

Stronger Decision Making

Enhanced Professional Image

Effective Communication

Increased Productivity

Clearer Promotional Materials

Stronger Business Relationship

Steadier Work Flow

Communication connects the company with: a. stakeholders b. internal groups c. customers d. employees e. suppliers f. shareholders g. neighbors h. community i. nation etc. It helps improving efficiency, quality, productivity, and many more.

Employers expectation from you. > Collecting & organizing ideas & information of significance. > Expressing / presenting ideas & information effectively & persuasively with solid backup of evidence. > Listening to others effectively so as to elaborate understanding and to arrive at a decision. > Communicating with people from diverse background (gender, age, background, understanding level, profession, culture and so on)

> Using communication technology (e-mail, instant messaging, online research, electronic presentation, video conferencing, etc)
> Communicating in proper manner (language, business etiquette, courtesy) > Communicating ethically (repotting to be so to make the subject understood with logical views) Example: Ineffective communication Figure 1.2 (page 6)

Characteristics of Effective Communication

1. Provide practical information (useful information) 2. Give facts rather than impression (specific details, accurate for reader to be convinced) 3. Clarify condense information (highlight most important one rather than dumping everything on reader) 4. State precise responsibilities (be able to generate specific response from specific audience)

5.

Persuade others and offer recommendation. (employers, colleagues, customers, clients to respond your way) (Example: Effective Communication figure 1.3 page 7)

Communication in organization A. Internal Communication: Exchanging ideas, notes, information with people inside organization B. External Communication: Exchanging ideas, information, notes with people outside organization. Note: Both the above communication process flow through formal and informal channels.

Internal communication

It flows in three directions

> Horizontal flow: > Vertical upward flow: > Vertical downward flow:

Horizontal flow
Horizontal flow: (between departments / peers) Sharing information, task coordination, solving difficult situation jointly)

- To exchange ideas and knowledge,

- To resolve work problems, - To invite group suggestions, - To have possible self development, - To take timely actions to avoid complexity,

- To develop better personal understanding,

- To bring timely support, - To make issues more simple and straight.

vertical-upward flow
Upward flow: (employees to executive) Timely reporting, problem sharing, grievances, performance) - better understanding on mgmt issues, - developing trust that matters - to bring about matching weave-length, - better performance to exhibit - result output more accuracy, - quality outcome to personal growth, opportunities,

vertical-downward flow
Vertical down flow: (executive to employees) Sharing policy decision, directions, guiding factors, rules/regulations, guide lines) - boss has to open with team, - boss makes team success, - congenial environment, - personal rapport motivational - problem solving becomes easy, - let employees believe positivity of mgmt.

Formal / Informal Chart Internal Letters, Reports, Memos, E-mail, Instant messages External Planned communication with outsiders (letters, reports, websites, instant messages, and new releases)

Formal

Casual communication among employees, Informal (e-mail, instant message, face-to-face conversation, phone calls, etc.

Casual communication with suppliers, customers, investor, face-to-face conversation, phone calls, etc.

Faces of organizational communication

Business communication Corporate communication Communication for team building Communication in-house.

Communication is a major management skill

Business communication
All factors under business areas to be covered effectively. - External / internal contacts to communicate.
-

Communication for policy decision Communication for implementations and changes

- Communication for long term business strategy.

Corporate communication

Corporate policy considered culture.

as organizational

Communication from corporate makes impact on business growth and generates employees trust in management. Corporate communications are mainly on policies/future goals / target set on business / development plans / employees growth plans / succession planning / targeted level etc.
Corporate communication- builds organizational and business image . This represents personality of corporate. (ethics / values)

Communication for team building

Nothing works without communication. A trust building approach. Manager has to keep his team appraised about issues to maintain positive relation.

Team members expects closeness with boss and communication makes it closer.
Many decisions taken by the Manager is maintain clarity and understanding. Constant communication purifies doubts that generates respect between the leader and his team.

Method of communication
- Personal communication ( one & one / group) - Discussion / Brainstorm, - Notice board - E-mail / fax note - Circular - Individual letter, - Standing-order /policy / rule etc - House bulletin / magazine

Personal communication
Personal communication gives chance for instant clarifications on doubts.

1. An opportunity for personal rapport building.

2. Leader will get wider chance to remember individuals nature and behavior. 3. This comes as a big support in managements functioning. 4. Invitation for suggestions and ideas.

Discussion / brain storm,

A support to management for getting new ideas and suggestions from employees on business growth. Employees involvement as a team and to be a part of success and equally share failure. Management is able to find out the hidden talents.

Right employees get timely recognition and motivation.

Communication through notice board

Notices are taken for granted as a matter of policy communication. They give a sense of equal feelings across the organization.

They are considered as wider means for quicker and faster communication to address issues of common nature, They avoid irritations unless too objectionable.
Management must make this as communication and should avoid corrections. final

E-mail communication

This is effective, faster and covers all distance. Generally taken as corporate communication.

Implementations of new systems in a more rational way and with no ambiguity.

A communication system that can cover all linksmgmt vs. mgmt, mgmt vs. individuals. It creates an opinion among employees that management maintains a personal touch to-wards them. Management must adapt this, because it is the quickest method to make huge communication faster.

Circulars

These are more applicable on shop floor / department situations where people are mainly busy on operational and routine activities. A chance to reach communication to avoid such employees to make department jam. Circulars make the message more authentic to believe.

This is one of quicker means to announce changes.

Circulars are - like door step delivery of information.

Individual letters

This communication allows individual to acknowledge relevant information.

Such communication can be positive and/or negative because they are individual based.
Mgmt has to keep such communication going, to make individual accountable and maintain secrecy. Employees also prefer them because they retain self respect and conceal negative exposure. This is a motivational approach to boost moral & efficiency

Rules and policies

Management to ensure; by-laws / rules are correctly communicated through written documents. They are considered management. as Geeta / Bible of

Standing orders are always the priority. Management must them in words so that they are understood correctly.

Rules / policies must be spelt out clearly so that employee can take correct measure before taking a decision.

House bulletin / magazine

This communication brings family closer and they feel as the part of management.

This enhances employees identity and skill. A perfect tool to create high self esteem.

Management creates sense of commitments and belongingness in employees mind.

Impact of Communication on Performance

Communication for performance Communication is the main base / foundation for achieving goal.

well strategic communication system in an organization helps bringing together all functional targets involved in achieving organizational success. a. business process activities b. performance output c. skills involvement d. technology requirement e. sharing to exchange development needs f. up keeping for continual development, g. motivational force, etc.

In an organization communication is a routine flow of many laid down information. They are readily available for a general awareness of all as organizations strategic information practice. Such as; * Technical data, * Organizational policies, * Loss & profit account, * Constitutions and by-laws, * Defined production procedure, * Individual performance data, * Personnel data, * Future business plan details , and * Information on desired action plans, * And many more as desired.

However every aspect has two sides to deal with.

1. personal & 2. professional Professional side is well taken care by organization's need based communication strategy, as explained above.

Where as Personal aspects are more venerable and sensitive.

Communication process to gather information in this area is considered more social. Knowledge transfer in this area will be more effective in achieving performance.

1. Personal aspects:
1. Consideration for others. 2. Be democratic 3. Remain thankful to others 4. Give smile

5. Have an open door policy

6. Increase face to face communication instead of written directive 7. Leave behind your ego

2. Professional aspect: - communication for enhancement of skill, - communication for growth, - communication for generating good team, - communication for business growth, - communication for understanding business culture / tradition / values, - communication for information updating.