Topic-01 on business management communication

managerial

1. Communication in the
Workplace
Topic: One

2. Communication in the
Workplace

3. What is Communication?
Communication is the process of sending
and receiving a message.

This include (but not limited to) –
▪ Exchanging an e-mail
▪ Sending a letter
▪ Giving a formal presentation
▪ Chatting with the co-workers

4. Importance of Communication
□Oral communication
□Teamwork/Collaboration
□Professionalism
□Written communication
□Critical thinking/Problem solving

5. Challenges for Communicators
□The need for expanded media literacy
□Increasing Globalism
□Workplace diversity
□Cross-cultural competency
□Need for strong analytical skill
□Increased focus on ethics and social
responsibility

6. Features of Effective Communication
▪ Provide practical information
▪ Give facts rather than impressions
▪ Present information in a concise, and
efficient manner
▪ Clarify expectations and responsibilities
▪ Offer persuasive arguments and
recommendations

7. Barriers to Effective Communication
▪ Distractions
▪ Information overload
▪ Perceptual differences
▪ Language differences
▪ Restrictive environments
▪ Deceptive tactics

8. Shared Experience
Little shared
experience
Average amount of
shared experience
Large amount of
shared experience
Meanings dissimilar Meanings similar Meanings very similar
High degree of
understanding
Average degree of
understanding
Misunderstanding

9. Communication Barriers
Perception
and Language
•Selective perception
•Shared meanings
Restrictive
Environments
•Information flow
•Leadership style
Deception
•Illegal messages
•Unethical messages
Distractions
•Physical discomfort
•Emotional issues
Overload
•Business messages
•Technology issues

10. Main Forms of
Communication in Business
□Operational
■Internal
■External

□Personal
Intranets (or portals) like this one
from Deere & Company are used
for internal communication.

11. Internal Communication
Official Structure
Formal Chain
of Command
Up, Down, Across
Formal Power Lines
The Grapevine
Informal
Networking
Unofficial Lines
of Power

12. External Communication
Formal Contacts
Marketing
Public Relations
Informal Contacts
Employees
Managers

13. Communication Networks
Formal communication represents a network, in
which ideas and information flow along the lines of
command (the hierarchical levels) in an
organization.

Informal communication is a network where two
or more individuals (i.e. employees) are in contact
that does not maintain formal hierarchy of an
organization.
It is also termed as “Grapevine”.

14. Grapevine
▪A secret means of spreading or
receiving information
▪The informal transmission of (unofficial)
information, gossip or rumor from
person-to-person -> "to hear about
s.th. through the grapevine"
▪A rumor: unfounded report; hearsay

15. Communication Networks
□Formal Network
■Well-established, usually along operational
lines
■Depends on certain established forms or
“genres” in the company
■Planned and managed
□Informal Network
■Complex
■Dynamic

16. External Audiences…
Company

Customer

Industry
Partners

Regulatory
Agents

Public
Groups

Core
Business
Partners

17. Forms of Communication
Formal
Informal
External
Memos, reports,
emails,
conference calls,
presentations
Letters, reports,
speeches,
websites, news
releases, advert
Emails, instant
messages,
face-to-face
discussions
Face-to-face
discussions,
emails, phone
calls, blogs
Internal

18. Department
Manager
Supervisor Supervisor
Black Solid Lines = Formal Network
Brown Dashed Lines = Informal Network (at a moment in time, for they change often)
The Formal and Informal Communication Networks
in a Division of a Small Manufacturing Company

19. Factors Affecting the
Communication in a Business
▪Nature of the business
▪Operating plan
▪Business environment
▪Geographic dispersion
▪People
▪Company culture

20. The Contexts for Communication
□The larger context
■Business-economic
■Sociocultural
■Historical
□The relationship of the communicators
□The communicators’ particular contexts
■Organizational
■Professional
■Personal

21. Business Communication Process

22. Communication Tasks (Sender)
▪Sensing a communication need
▪Defining the situation
▪Considering possible communication
strategies
▪Selecting a course of action
▪Composing the message
▪Sending the message

23. Communication Tasks (Receiver)
▪Receiving the message
▪Interpreting the message
▪Deciding on a response
▪Responding to a message

24. Basic Communication Model


Source
Company,
individual


Message
Brand messages
Channel
Newspaper, mail,
magazine, e-mail,
TV, radio,
package,
salesperson,
customer service,
Internet


Receiver
Customer, client
Feedback
Request information, acceptance, rejection
Noise
Message conflict and inconsistency
Encoding Decoding

25. End of the Issue