Business communication

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— —     Business Communication 

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   —Latin word Communis i.e. common

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Dictionary definition
impart information , knowledge , interchange thoughts

Communication :

—is a transfer of meaning.

—is a process by which one mind influences another mind.

—is a process of transmitting verbal and non verbal messages.

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—Why do we communicate?

        We communicate to influence , to affect with intent”

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—Three purposes of Communication:

—Inform/ Inquire

—Persuade

—Entertain

—Objectives of communication

—Whether the purpose of communication is to inform, inquire , persuade or entertain there are only four objectives of communication.

—To be received.(heard or read)

—To be understood.

—To be accepted.

—To get action( change of behaviour or attitude)

—Criteria for successful communication

—Message is understood.

—Message accomplishes its purpose.

—The sender and receiver of the message maintain favourable relationships.

( these three attributes of successful communication apply to intentional messages e.g. memorandums , letters , and advertisement etc.)

—Do only humans communicate

—What about machines?(e.g. computers)

—Do animals communicate? (yes, inorder to communicate all animals pass on signals )

—Do animals communicate with humans? Animals’ non-verbal communication with humans.

—Does music has a language?

—Classification of communication

—Interpersonal communication (between the people)

—Intrapersonal communication (with in a person)

—Group communication ( large/small groups, where individuals retain their identity)

—Mass communication( communication is sent to very large groups by radio and TV etc.

—Process of communication

Communication is a process  by which information is passed from one source to another through our sensory channels.We communicate symbolically and nonverbally.

—Process of communication

The process of communication occurs in six steps.

—Sender /source

—Encoding

—Channel / medium

—Decoding

—Receiver

—Feed back

—Steps in the Process of Communication

—What happens next ,if the message is received through our senses.

—We,

—attend the message.( Attention occurs through short term memory and lasts for 20-25 seconds)

—interpret the message.( Message is sent to the brain and is decoded)

—perceive the message.(Perception leads towards discrepancies in the meaning of a message)

—Steps in the Process of Communication

—expect from the message. (We see or hear what we want to see or hear)

—categorize the message. ( Set of categories in the brain to which all verbal and nonverbal stimuli are assigned through categorization)

—respond the message. ( Rejection or acceptance of message)

—Indefiniteness

—Communication is considered to be dynamic rather than static.

—Impossible to say when a communication message truly begins and ends.

—Communication at workplace

—Communication is major and essential part of the work of business.

—How communication is lifeblood of any organization ?

—What will happen, if the official messages are miscommunicated?

—By improving communication ability, chances of success can be improved.

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—Main forms of communication in business

—Internal-operational communication (operating plan is the procedure that the business has developed to do whatever it was formed to do e.g. manufacture products, provide a service, or sell goods)

—External-operational communication

—Personal communication(non-business communication)

—Communication network of the organization

Operational communication flows in different directions.

—Upward communication(from subordinates to management e.g. reports )

—Downward communication( from management  to employees e.g. orders or memos etc.)

—Horizontal communication(between the peers at same level)

—Communication cost

Profit (message understood)

Or

Loss (miscommunication)

—Theories of Communication

—Communications* is a science as old as mankind.

—Replacement of words with signs and symbols.

—Concepts of communication

Three basic concepts of communication that remained consistent throughout the theories.

—Transformation in receiver.

—Variance between data imparted and information received.

—Basic ideas of sender and receiver remain unchanged.

—Speech Act Theory
Rule governed behaviour

Acts  performed via utterances.

E.g. I am sorry.

—Conformity of sender and receiver to rule based behaviour , etiquettes and norms of communication.

Dimensions of the norms of communication.

—Knowledge of the sender of the rules.

—The recipient’s conformity to the rules.

—The extent to which recipient  either conforms or deviates in a particular context.

—Important factors

Relevance .

—Making utterances according to the need and necessity of the moment.

Coherence.

—Adherence (based on the conformity of rules) to logically and sequentially arranged utterances.

More important points for coherence.

—How relevant is the issue in present context?

—What is its relevance to the earlier spoken utterances?

—Co-operative principle
(H.P.Grice)

In order to understand what speaker says following points are important.

—The range of the referent that the utterances could indicate and the knowledge of the range of possible senses of the utterances.

—A decision on the sense and referent which the sender intended the statement to have that particular occasion.

—Co-operative principle
Grice’s maxims

Following maxims are interrelated.

—Quantity ( not too much nor too little)

—Quality (truth based conversation)

—Manner (statements without evidence should not be made)

—Relevance ( utterances made in particular context should be relevant)

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