Types of Communication in business .pptx

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1. Chapter 2 Types of Communication

2. Written Communication Written communication is the process of sharing information or ideas through written words, like emails, letters, or text messages, so that the reader can understand the message. Examples: Business letters Emails Reports Proposals Social media posts Manuals Guides

3. Merits of Written Communication Permanent Record: Provides a lasting record that can be referenced for future decision-making and dispute resolution. Legal Tenability: Accepted as legal evidence in courts, making it valuable for businesses to avoid legal issues. Easy Understandability: Encoded with clear language, allowing the receiver to revisit and fully comprehend the message. Effective Presentation: Ensures careful preparation, leading to more thoughtful and well-articulated communication. Reduced Distortion: Minimizes the risk of altering the message, maintaining the integrity of the original communication. Establishing Reputation: Builds trust and reputation with clients by providing reliable and documented information. Wide Dissemination: Easily shared with large audiences, increasing efficiency.

4. Demerits of Written Communication Time Consuming: It involves multiple stages—preparation, drafting, revision, finalizing, and dispatching—making it slower than oral communication. Delivery through postal services further delays the process. Impersonal: Lacks direct personal touch, which can reduce effectiveness and hinder the development of intimate relationships between the sender and receiver. Delayed Feedback: Feedback is often delayed as the receiver takes time to understand the message and prepare a response. Lack of Dynamism: Once sent, written communication is difficult to change or revise, lacking flexibility and responsiveness in certain situations. Lack of Prompt Clarification: Clarifying doubts or questions takes time, as one must wait for a written response through formal channels. High Misunderstanding Possibility: Being an indirect form of communication, the receiver may misinterpret the message, leading to misunderstandings.

5. Techniques of Written Organizational Communication 1. Communication for Management Organizational Manual: A comprehensive guide outlining job descriptions, authority, responsibilities, and organizational culture. Provides a full overview of the company’s products, services, operations, vision, mission, goals, and objectives. Management Bulletin: Communicates urgent and temporary issues to managers. Includes updates on achievements, immediate targets, special meetings, and short-term plan changes. Management Newsletter: A weekly publication sharing less critical management news and updates. Formal Report: Distributed among managers to familiarize them with current situations, aiding in effective group decision-making. Memo: An internal communication tool used to convey directives, policies, or opinions between superiors and subordinates. Supervisor's Handbook: A guidebook for supervisors containing job techniques, methods, and directives necessary for effective supervision.

6. Techniques of Written Organizational Communication 2. Communication for Employees Employee Bulletin: Communicates important information to employees quickly, often displayed on bulletin boards. Letters: Sent to new employees with a welcome message from top management or managers, fostering comfort and commitment. Reading Racks: Provides books, newspapers, and records to encourage reading habits among employees. Annual Financial Report: Distributed to employees to build confidence in the organization by sharing its financial status. Internal Circular: Communicates urgent matters or instructions, either posted on notice boards or distributed to department heads. Special Report: Conveys special matters to employees in the form of a small report. Memorandum: Widely used for general instructions or information about working conditions, such as salary, leave, or benefits. Work Schedule: Job cards or schedules outlining daily tasks and their timeframes are provided to workers.

7. Oral Communication Oral Communication is the process of conveying information or expressing ideas through spoken words. It is a direct, face-to-face or virtual interaction that allows for immediate feedback and clarification, making it one of the most effective forms of communication. Example: Meetings Phone Calls Presentations Interviews Classroom Lectures Casual Conversations

8. Merits of Oral Communication Fast: Oral communication enables quick message delivery, allowing for prompt decision-making and action. Personal: Direct and face-to-face interaction builds strong human relationships, enhancing communication effectiveness. Immediate Feedback: Allows for instant responses and clarification, reducing misunderstandings. Dynamic: Easily adjustable in real-time based on audience reaction or feedback. Least Misunderstanding: Clarifications can be made immediately, reducing ambiguity. Reduced Red- Tapism : No formalities required, leading to faster communication without delays. Informal Presentation: Can be delivered without strict adherence to formal protocols, making it easier and quicker. Group Communication: Efficient for addressing large groups in meetings or assemblies. Less Costly: Eliminates costs associated with written communication processes. Effective: Highly adaptable to the listener's mood and context, often leading to better outcomes.

9. Demerits/Limitations of Oral Communication No Record: Lacks a permanent record unless recorded; cannot be used as documentation or reference. High Distortion Possibility: Prone to distortion due to memory errors or deliberate alteration by parties involved. Non-Suitable for Lengthy Messages: Difficult to convey and maintain the continuity of long or complex messages. No Legal Validity: Not accepted as evidence in legal matters unless recorded and documented. Presentation Problems: Affected by the communicator’s voice, tone, and physical appearance, which can distract from the message. Limited Use: Not suitable for formal documentation required in organizational management. Irrelevancy: Risk of including irrelevant issues due to lack of planning and inattention. Lack of Secrecy: Oral messages can be easily spread, compromising confidentiality. Inaccuracy: Higher likelihood of inaccuracies due to lack of careful consideration and immediate articulation.

10. Causes of Failure of Oral Communication Lack of Planning: Oral communication often lacks proper planning regarding content, structure, and appropriate codes, leading to ineffective communication. Inattention: The absence of documentation can cause both senders and receivers to be careless, reducing the effectiveness of the communication. Emotion: Emotional states of the sender and receiver can affect the clarity of message formation, delivery, and response, leading to miscommunication. Busyness: The sender’s or receiver’s busy schedules can limit their attention and time, impacting the effectiveness of oral communication. Lengthy Communication: Long or complex messages may cause the receiver to lose focus, resulting in incomplete understanding and communication breakdown. Quick Presentation: Rapid delivery of oral communication may lead to important parts of the message being missed or misunderstood by the receiver. Poor Pronunciation: Incorrect pronunciation can hinder the receiver’s ability to decode the message accurately, leading to misunderstandings. Weak Personality: A communicator with a weak or unimpressive personality may fail to engage the audience, making the communication less effective.

11. Essential Elements of Effective Oral Communication Pre-thinking: Plan and organize the content, sequence, and presentation of the message to ensure systematic delivery and avoid missing key points. Clear Pronunciation: Ensure distinct pronunciation to avoid misunderstandings. Speak clearly and at a moderate pace to enhance comprehension. Conciseness: Keep the message brief and to the point to prevent losing the audience’s attention in unnecessary details. Candidness: Maintain honesty and sincerity in communication. Avoid deceitful or misleading statements to keep the audience’s trust and engagement. Neutrality: Stay impartial to avoid negative reactions or bias. Ensure the message is fair and objective to maintain credibility. Natural Voice: Speak in a natural, unaffected tone. Avoid accents or speech affectations that may distract or confuse the audience. Patience: Show patience with the audience. Address questions and feedback thoughtfully and maintain a steady pace to ensure clear communication.

12. Where Oral Communication is Effective Direct Relations: Oral communication is ideal for establishing and nurturing direct, personal relationships. Face-to-face interactions foster closeness and build rapport between individuals. Need for Immediate Response: For situations requiring instant feedback or clarification, oral communication is most effective as it facilitates direct and prompt responses between parties. Need for Explanation: When a message requires detailed explanation or clarification, oral communication is preferable as it allows for immediate interaction and further discussion. Need for Secrecy: Oral communication is useful for confidential matters where maintaining secrecy is essential, as it avoids creating a physical record that could be leaked. Need for Avoiding Sluggishness: Oral communication helps avoid delays and sluggishness, enabling swift and direct exchanges without bureaucratic hurdles or time lag.

13. Downward Communication Downward communication refers to the flow of information and instructions from higher levels of an organization to lower levels. It typically involves communication from managers or supervisors to their subordinates and is crucial for implementing decisions, policies, and procedures. Instructions and Directions Job Rationale Policy and Procedure Communication Feedback on Performance Motivational Communication Assignment of Tasks Safety Instructions Clarification of Duties and Responsibilities

14. Objectives of Downward Communication Directing Subordinates: Provides clear directives to ensure task execution aligns with organizational goals. Explaining Plans: Clarifies misunderstood instructions and policies for accurate implementation. Evaluating Performance: Communicates performance evaluations to guide employee improvement. Assigning Work and Authority: Delegates tasks and authority to ensure efficient workflow. Motivating People: Inspires employees to perform enthusiastically toward achieving goals. Informing Employees: Provides essential job-related information to align employees with organizational objectives.

15. Merits/Advantages of Downward Communication Increases Efficiency: Enhances individual efficiency by guiding employees on the right tasks and methods. Maintains Organizational Discipline: Informs employees about rules and regulations, ensuring disciplined behavior. Maintains Good Human Relations: Facilitates interpersonal contact, helping managers build strong relations with subordinates. Keeps Employees Informed: Keeps employees updated on organizational goals, policies, and procedures, fostering involvement. Helps Interpretation: Assists in clarifying plans, reducing misunderstandings, and improving execution. Facilitates Delegation: Supports the delegation of authority, strengthening organizational ties and employee capability.

16. Demerits/Disadvantages of Downward Communication Distortion: Information may become distorted as it passes through various layers in the organization. Delay: Communication is often delayed due to lengthy transmission through multiple organizational levels. Loss of Information: Messages may lose significant content as they pass through different managerial layers. Under- and Over-Communication: Too much or too little communication can lead to confusion or loss of essential details. Resistance: Authoritative directives may cause resentment and resistance among subordinates. Re-explanation: Unclear communication may require further explanation, causing delays in implementation.

17. Factors influencing effectiveness of Downward Communication Faulty Message Transmission: Distorted messages due to sender’s carelessness and poor communication skills affect clarity. Overuse: Excessive one-way communication through memos and newsletters limits immediate feedback and understanding. Filtering: Managers may filter communications by withholding or manipulating information, impacting transparency. Suspicion: Subordinates often view downward communication with suspicion, reducing trust and effectiveness.

18. Ways to increase effectiveness of Downward Communication Use of Multiple Channels: Utilizing multiple communication channels ensures the message reaches the receiver intact and on time. Repetition of Communication: Repeating the message helps prevent distortion and ensures it reaches the intended audience. Encouraging Feedback: Encouraging upward feedback allows for corrections and improvements, enhancing message clarity. Planned Communication: Carefully planning and developing the message promotes clarity and accurate understanding.

19. Upward Communication Upward communication refers to the flow of information from lower levels of an organization to higher levels. It allows employees to provide feedback, share ideas, report on progress, and express concerns to their managers or supervisors. Feedback and Reporting Suggestions and Ideas Concerns and Complaints Performance Reports Employee Needs and Requests Feedback on Organizational Changes

20. Merits/Importance of Upward Communication Getting Feedback: Allows management to receive feedback from subordinates about directives and organizational policies. Example: Management assessing whether directives are properly understood and followed. Outlet for Pent-Up Emotions: Provides employees an opportunity to express grievances and problems, helping managers address issues early. Example: Employees voicing concerns about work conditions to upper management. Getting Constructive Suggestions: Enables managers to receive valuable suggestions from employees to solve organizational problems. Example: Employees suggesting improvements for workflow efficiency. Taking Decisions: Helps managers gather information on work progress, morale, and attitudes to make informed decisions. Example: Managers using feedback to decide on new policies or changes. Motivating Employees: Provides employees a platform to express feelings, which can boost their morale and motivation. Example: Employees feeling valued and motivated after sharing their feedback. Bringing Greater Harmony and Cohesion: Facilitates the development of harmonious relationships between management and employees. Example: Improved working environment due to open communication channels. Getting Innovative Ideas: Encourages employees to share innovative ideas for improving work methods and products. Example: Employees contributing to product redesign or process improvements.

21. Demerits/Disadvantages of Upward Communication Distortion: Information may be distorted as lower-level employees filter or withhold unpleasant facts, leading to decision-making problems. Example: Important issues being omitted or altered before reaching upper management. Neglect: Upper managers may neglect or fail to acknowledge upward communication, leading to employee frustration and disengagement. Example: Lack of response to employee feedback or reports. Flattery: Upward communication may include unnecessary flattery, which can mislead managers and result in biased decisions. Example: Employees exaggerating praise to gain favor with the boss. Fear of Inefficiency: Employees may avoid communicating problems due to fear that it will negatively impact their perceived efficiency. Example: Employees withholding information about operational issues to avoid blame.

22. Reasons for Distortion in Upward Communication Lack of Trust on Superiors: Unfavorable information may be blocked due to mistrust, leading to distorted reporting. Example: Subordinates withholding negative feedback fearing it will be used against them. Influence of Boss on Career: Fear of career repercussions can lead employees to distort facts to remain in the boss's good books. Example: Employees altering reports to present themselves favorably for promotions. Personal Interest: Employees may distort facts to gain personal benefits or create a favorable image. Example: Manipulating information to secure additional perks or advantages. Fear of Loss of Image: To protect their reputation, employees may present facts in a misleading way to avoid damaging their image. Example: Hiding mistakes or issues to maintain a positive performance record. Lack of Encouragement: Inadequate encouragement from managers can make subordinates reluctant and lead to distorted information. Example: Employees being hesitant to share honest feedback due to lack of support.

23. Forms/Methods of Upward Communication One-to-One Meeting: Face-to-face meetings between subordinates and their immediate or higher-level superiors for personal and confidential discussions. Example: An employee discussing performance issues directly with their manager. Report: Formal documentation submitted by employees regarding work progress or other relevant matters within their jurisdiction. Example: A project status report submitted to upper management. Memo: A brief written document used to convey information about events or issues at lower levels. Example: A memo detailing a recent operational issue. Suggestion Scheme: A system encouraging employees to submit ideas for improving operational methods and organizational efficiency. Example: An employee suggesting a new process to enhance productivity. Grievance Procedure: A formal process for employees to express dissatisfaction or concerns about management actions affecting their interests. Example: Filing a grievance about workplace conditions or unfair treatment. Staff Meeting: Meetings that provide employees the opportunity to exchange opinions and discuss issues with their superiors. Example: A regular team meeting where employees share feedback with their manager. Open-Door Policy: A policy allowing employees to freely approach their managers to discuss problems or concerns without hesitation. Example: Employees visiting their manager’s office to talk about work-related issues. Exit Interview: An interview conducted with employees leaving the organization to understand their reasons for departure. Example: An exit interview discussing reasons for leaving and feedback on the work environment.

24. How to Improve Upward Communication Encouragement: Managers should actively encourage employees to share performance feedback, opinions, and suggestions, providing regular and constructive feedback to foster open communication. Example: Regularly asking for and acknowledging employee feedback during meetings. Trust Creation: Develop trust by treating employees fairly, valuing their opinions, implementing useful suggestions, and publicly recognizing their contributions. Example: Acknowledging employees’ ideas and ensuring fair treatment during discussions. Special Programs: Implement systems like grievance handling, suggestion boxes, and reward schemes for constructive feedback to promote honest communication. Example: Setting up a suggestion box and rewarding valuable input. Informal Ceremonies: Organize informal events to create a relaxed atmosphere where employees feel comfortable communicating with managers. Example: Hosting regular social gatherings or informal team-building activities. Participative Management Style: Involve employees in decision-making processes and encourage them to share their ideas and solutions, enhancing their engagement and creativity. Example: Holding workshops where employees can contribute to strategic planning.

25. Horizontal Communication Horizontal Communication refers to the exchange of information and coordination between individuals or departments at the same organizational level. Coordination Problem Solving Information Sharing Feedback Exchange Decision Making Conflict Resolution Collaboration

26. Functions of Horizontal Communication Task Coordination: Ensures that tasks and activities across various departments are aligned and integrated toward common organizational goals. Example: Department heads meeting monthly to discuss and synchronize their departmental contributions. Problem Solving: Facilitates collaboration among peers to address and resolve complex or non-routine problems by sharing information, generating ideas, and evaluating solutions. Example: A cross-departmental team brainstorming solutions to handle a potential budget cut. Information Sharing: Enables the exchange of relevant information between individuals or teams at the same level, enhancing overall coordination and effectiveness. Example: Members from different departments sharing new data that affects their work. Conflict Resolution: Helps in resolving disputes or conflicts between departments or individuals by fostering dialogue and mutual understanding. Example: Representatives from conflicting departments meeting to discuss and resolve issues. Peer Support: Encourages collaboration and support among colleagues in areas such as idea generation, opinion sharing, and planning, which boosts morale and fosters creativity. Example: Team members supporting each other in developing new action plans or solving work-related problems.

27. Forms of Horizontal Communication Conference: Broad discussions to address organization-wide issues, via face-to-face or video conferencing. Meeting: Regular reviews and decision-making with functional managers, typically face-to-face. Telephone Talk: Quick information exchange and problem-solving between colleagues, saving time. Intercom System: Internal network for prompt and efficient information exchange among executives. Social Gathering: Informal interactions that enhance interpersonal and inter-organizational relationships. Standard Written Communication: Use of memos and reports to exchange messages and facilitate decision-making. Committee: Group formed to address specific organizational issues like budgeting or hiring. Grapevine: Informal, peer-level communication channel that spreads information in any direction.

28. Importance of Horizontal Communication Connecting Potential Recognizers of Opportunities: Links individuals to increase awareness of opportunities and problems, fostering innovation. Linking Different Areas of Expertise: Facilitates the exchange of diverse views among experts, promoting innovation through new ideas. Building Coalitions of Individuals: Helps form teams or committees from various functional areas to drive critical changes and innovations. Emphasizing Boundary Spanning: Encourages maintaining external ties to stay informed about environmental changes and opportunities. Facilitating Coordination of Tasks: Coordinates departmental activities through communication tools, ensuring alignment and corrective actions. Resolving Conflicts: Aids in sharing information and opinions to peacefully resolve differences and conflicts. Helping Problem Solving: Supports joint problem solving through committees and collaborative information sharing. Developing Mutuality Among Managers: Promotes harmony and mutual understanding by facilitating discussions on organizational interests.

29. Impending Factors in Effective Horizontal Communication Rivalry Among Individuals or Work Units: Interpersonal or departmental rivalries can lead employees to withhold or distort information that could be beneficial to others. This hampers effective decision-making and communication among teams. Example: Departments competing for resources may conceal useful information that could help the other department. Task Specialization: High levels of specialization may cause employees to focus solely on their specific tasks, leading to a lack of understanding and appreciation for the work and communication needs of other departments. This narrow focus can obstruct horizontal communication. Example: A team focused solely on technical aspects of a project may neglect to share relevant information with the marketing team.* Lack of Motivation: When horizontal communication is not incentivized or recognized within the organizational framework, employees may lack the motivation to engage in it effectively. Example: If employees are not rewarded or acknowledged for their collaborative efforts, they may be less inclined to share information.* Technical Language: Use of specialized or technical language that is not universally understood within the organization can create barriers to effective horizontal communication. Example: Engineers using technical jargon that non-engineering staff find difficult to understand. Mechanistic Organization Structure: A rigid, hierarchical organizational structure can hinder horizontal communication by making it overly formal and one-way. This discourages open and flexible communication among peers. Example: A highly structured organization with strict departmental boundaries may limit informal interactions and collaborative problem-solving.

30. Reducing Barriers to Horizontal Communication Emphasis on Total Organizational Effectiveness: Focus on the overall effectiveness of the organization rather than individual departmental success. Measure and reward departments based on their contributions to the collective goals of the organization. This approach encourages collaboration and integration among departments. Example: Implement a performance evaluation system that rewards departments for their contribution to overall organizational success rather than just their individual achievements. High Interaction and Frequent Communication: Foster high levels of interaction and frequent communication between departments. Encourage teams to work together on intergroup problems and offer organizational rewards based on the assistance and collaboration provided among groups. This enhances intergroup harmony and reduces barriers. Example: Organize regular interdepartmental meetings and collaborative projects, and recognize teams for their cooperative efforts. Rotation of Members: Rotate team members among different groups or departments to build mutual understanding and empathy for each other's challenges. This practice helps reduce barriers by increasing awareness of other departments' roles and difficulties. Example: Implement a job rotation program where employees spend time working in different departments to gain a broader perspective on organizational functions. Avoidance of Win-Lose Situations: Prevent departments from competing against each other for limited rewards or resources. Instead, emphasize the importance of pooling resources and working together to achieve greater organizational effectiveness. This approach minimizes conflict and promotes a collaborative environment. Example: Create incentives that reward collaborative achievements rather than individual departmental successes, and focus on shared goals and resources.

31. Mass Communication Mass communication refers to the process of creating, sending, receiving, and analyzing messages to a large audience through various forms of media. Advertising Public Relations News Media Entertainment Health Communication Social Media

32. Characteristics of Mass Communication Social Communication: Mass communication is a specialized form of social communication requiring specific techniques and approaches to engage with a broad audience . Large, Heterogeneous Audience: It addresses a large and diverse audience, which is generally anonymous to the communicator, making personalization challenging. Rapid and Fleeting Experience: The communication is intended for quick consumption by a large number of people, often resulting in a brief and transient experience. Information Sharing: It involves the dissemination and understanding of information across a wide audience, aiming to inform or influence. Mediated Message: Mass communication is mediated through various channels (e.g., TV, radio, internet), with limited sensory input and feedback, and the source may be unknown or only imagined by the audience. Complex Organization: It operates through intricate organizational structures and processes, often involving collaboration among multiple individuals and departments. Limited Feedback: Feedback in mass communication is minimal or delayed, making it difficult for communicators to gauge immediate reactions or responses. Collaborative Effort: Mass communication requires the coordinated efforts of many people with diverse skills, from content creation to distribution, to effectively reach and impact the audience.

33. Functions of Mass Communication Economic Role: Mass communication significantly impacts the economy through media industries, which are major revenue generators. Examples include U.S. media corporations like Time-Warner and Disney, and significant consumer spending on books, music, and movies. In Bangladesh, mass media also contributes to employment, tax revenue, and economic growth. Social Arbitrator Role: Mass communication influences societal values and cultural norms by highlighting what is important. It shapes public perception on issues such as education and family planning, and acts as a platform for debating societal values and beliefs, impacting the cultural fabric of society. Political Role: Mass communication plays a crucial role in political processes by shaping political debates and agendas. It serves as a watchdog of the political system, influences election campaigns, and affects public access to political information, while also reflecting the dynamics between journalists and government. Marketing Role: Mass media is essential for marketing goods and services, facilitating national and global promotion campaigns. It helps in creating, maintaining, and expanding markets, and conducting market surveys to gauge consumer responses and preferences. Resourcing Role: Mass communication aids in recruitment by advertising job openings and attracting qualified candidates. It supports human resource management in finding and placing the right individuals, thereby contributing to organizational success and competitive advantage.

34. Modes of Mass Communication Print Media: Books: A fundamental medium of mass communication, books provide information and entertainment. They include textbooks, novels, dramas, comics, autobiographies, and history books. Newspapers: Daily newspapers deliver comprehensive updates on socio-political and economic events, product information, advertisements, and more, serving as a critical source of information. Magazines: Specialized printed media that offer in-depth analysis and discussion on socio-economic and political issues, promoting understanding across various complex topics. Motion Pictures: Motion pictures, including black-and-white and colored films, deliver messages through visual and auditory elements. They entertain, educate, and inform audiences and are used for various purposes, including distance education and virtual universities. Electronic Media: Radio: Operates under government and commercial sectors, broadcasting sound via airwaves. It provides news, educational content, music, advertisements, and more, with public and commercial radios catering to different needs. Television: A prominent medium offering news, entertainment, and educational content. Includes commercial television, which focuses on broad audience appeal, and public television, which emphasizes educational and community-focused programming. Cable television provides specialized channels for targeted audiences.

35. Importance of Mass Communication Mass Attraction: Mass communication effectively draws a large audience to a product through engaging and compelling messages, utilizing both sight and sound to enhance appeal. Greater Sales: By widely circulating product information, mass communication boosts sales and expands market reach, facilitating significant revenue generation. International Trade: Mass communication enables businesses to enter global markets by promoting products internationally, supporting the expansion of international trade. Sales Promotion: Temporary promotions and special offers communicated through mass media drive immediate sales increases, creating short-term market expansion. Creating New Markets: Mass communication introduces new products to the market, building consumer confidence through information about features, quality, and availability. Image Development: Organizations use mass media to enhance their public image by showcasing their mission, social contributions, and community involvement. Good Recruiting: Mass communication publicizes job openings to a wide audience, attracting qualified candidates and facilitating effective recruitment. Circulating Change: Information about changes in organizational status, such as address or product specifications, is efficiently communicated to the public through mass media. Mobilizing Mass Opinion: Businesses leverage mass communication to rally public support or opposition, influencing government decisions and shaping favorable regulatory outcomes.

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