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Class-BCA-I Sem-I Subject-Business Communication, Subject Teacher-Prof. Ingale C.S, Chapter No-1 Communication Skill, Introduction, Communication is the link between group with other group communication is the two way, flow of information It consist of Sender send message & Receiver receive that message through, specific Channels It take high degree of skill to communicate effectively because the receiver of, message also depend on the receiver beliefs’ & experience in verbal communication The word, are used & the way of voice in face to face communication even body language & facial, expression are important, Definition of Communication, 1) Transmission of encoded message via channels to a receiver who decode the message and, send feedback to the sender is called as communication., 2) According To Newman - “Communication is an exchange of facts, ideas, opinions or, emotions by two or more persons.”, Objectives of Communication, OBJECTIVES OF COMMUNICATION, , 1. STRONGER DECISION MAKING- Your ability to communicate effectively increases, productivity , both yours and your organization., , 2. INCREASED PRODUCTIVITY- With good communication skills , you can anticipate, problems , make decisions , co-ordinate work flow , supervise others , develop relationships and, promote products and services., 3. STEADIER WORK FLOW- Communication acts as tool for the effective work related flow, of information., 4. STRONG BUSINESS RELATIONSHIPS & ENHANCED PROFESSIONAL IMAGE, You can shape the impressions you and your company make on colleagues , employees, ,supervisors , investors ,and customers in addition to perceiving and responding to the needs of, these stakeholders(the various group you interact with ) without effective communication ,

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people misunderstand each other and misinterpret information. Ideas misfire or fail to gain, attention and people and companies flounder., 5. CLEARER PROMOTIONAL MATERIALS- Your organizations need for effective reach, of company name and public promotions are based on effective promotional material such as, advertisements , bill boards , online add , posters etc are all communicated for effective message, delivery and meaning., 6. PROVIDE ADVICE- Giving advice is based on individual-oriented and work-oriented, ,advice should not given to the person for pinpointing his mistakes rather it should be helpful for, his improvement. Effective advice promotes understanding and it can be a two way process if the, subordinate staff given freedom., 7. PROVIDE ORDER -Order is an authoritative communication pattern and it is directive to, somebody always a subordinate to do something. Orders will be written and oral orders , general, and specific orders ,procedural and operational orders , mandatory and discretionary order. Order, should be clear and complete ,execution should be possible and given in a friendly way., 8.SUGGESTION - Suggestion is supposed to be very mild and subtle form of, communication. Suggestions are welcomed for it is not obligatory to accept them , it can be, voluntary and anonymous and submitted through suggestion boxes., 9. EDUCATION- Education is a very conscious process of communication ,it involves both, teaching and learning by which organizations provide to their employees in the form of training., Education is given for management , employees and outside public., 10. WARNING, If the employees do not abide by the norms of the organization warning is a power, communication tool and it can be general and specific. Specific warning should be administered, in private and after thorough investigation. The aim of the warning should be the organization, betterment., 11. RAISING MORALE AND MOTIVATION, Morale stands for mental health and it is a sum of several qualities like courage , resolution ,, confidence .High morale and effective performance go hand to hand. Motivation is a process that, account for an individual intensity, direction , and persistence of effort towards attaining a goal., 12. TO PROVIDE COUNSELLING, Counseling is given to solve employees mental stress and improve the employees productivity., 13. TO IMPROVE DISCIPLINE, Finally discipline is the foremost part of any business communication. The various disciplinary, codes are effectively communicated to employees through disciplinary codes.

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Process of Communication, , 1. Sender: The sender or the communicator is the person who initiates the conversation and has, conceptualized the idea that he intends to convey it to others., 2. Encoding: The sender begins with the encoding process wherein he uses certain words or nonverbal methods such as symbols, signs, body gestures, etc. to translate the information into a, message. The sender’s knowledge, skills, perception, background, competencies, etc. has a great, impact on the success of the message., 3. Message: Once the encoding is finished, the sender gets the message that he intends to convey., The message can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs,, sounds, etc. or any other signal that triggers the response of a receiver., 4. Communication Channel (Medium): The Sender chooses the medium through which he wants, to convey his message to the recipient. It must be selected carefully in order to make the message, effective and correctly interpreted by the recipient. The choice of medium depends on the, interpersonal relationships between the sender and the receiver and also on the urgency of the, message being sent. Oral, virtual, written, sound, gesture, etc. are some of the commonly used, communication mediums., 5. Receiver: The receiver is the person for whom the message is intended or targeted. He tries to, comprehend it in the best possible manner such that the communication objective is attained. The, degree to which the receiver decodes the message depends on his knowledge of the subject, matter, experience, trust and relationship with the sender.

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6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it in the best, possible manner. An effective communication occurs only if the receiver understands the, message in exactly the same way as it was intended by the sender., 7. Feedback: The Feedback is the final step of the process that ensures the receiver has received, the message and interpreted it correctly as it was intended by the sender. It increases the, effectiveness of the communication as it permits the sender to know the efficacy of his message., The response of the receiver can be verbal or non-verbal., , Types of Communication, Communication in an organization can be broadly classified into two types:, •, •, , Formal Or Verbal Communication, Informal OR Non Verbal Communication, , This classification is based on channels of communication. The channel of communication refers, to the path through which the information is transmitted, Formal OR Verbal Communication, Formal communication refers to the official communication which follows the formal channel., Formal channels are the paths of communication that are institutionally determined, that is, they, are established by the organization. This communication follows the scalar chain of command., Formal communication can be oral or written. Oral communication can take the form of, interviews, meetings, presentations, and so on. Written communication can take the form of, notes, memos, letters, reports, and so on., Formal communication can be further classified into the following:, •, , •, , •, , Downward communication: It refers to communication from top level managers to, middle or lower level managers. Any communication that moves from employees to, supervisors, supervisors to managers, managers to executives, regional manager to, general manager and so on, may be categorized as upward communication., Upward communication: It refers to communication from lower level managers to top, level managers. It travels through senior executives to junior level functionaries, from the, controlling office to the branch, from the head of the division to the head of the unit., Horizontal or Lateral communication: Lateral communication generally takes place in, an organization and is neither upward nor downward. It proceeds in a horizontal manner, and takes place among equals and at peer level.

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•, , Interactive communication: Interactive communication is essentially a two-way, process. It takes place through meetings, conferences, teleconferencing, multimedia, presentations, group discussions and other such active two-way exchanges., , Informal OR Non Verbal Communication, Informal communication refers to communication between individuals and groups, which does, not follow the official recognized channel. It is a result of social interaction among the various, members of the organization. The transfer of information may be related to work or other matters, and it cuts across official lines of communication., The network or pathway of informal communication is called grapevine. The untrue part of the, grapevine is called rumor. The following are some of the characteristics of grapevine:, •, •, •, •, , In a grapevine, the flow of information takes place in all directions., Transmission of information is rapid because the chain of command is not followed., It is selective about people who receive the information., It extends beyond the formal hierarchy system., , Barriers of Communication, 1. Perceptual and Language Differences: Perception is generally how each individual, interprets the world around him. All generally want to receive messages which are, significant to them. But any message which is against their values is not accepted. A, same event may be taken differently by different individuals., 2. Information Overload: Managers are surrounded with a pool of information. It is, essential to control this information flow else the information is likely to be, misinterpreted or forgotten or overlooked. As a result communication is less effective., 3. Inattention: At times we just not listen, but only hear. For example a traveler may pay, attention to one “NO PARKING” sign, but if such sign is put all over the city, he no, longer listens to it. Thus, repetitive messages should be ignored for effective, communication. Similarly if a superior is engrossed in his paper work and his subordinate, explains him his problem, the superior may not get what he is saying and it leads to, disappointment of subordinate, 4. Inattention: At times we just not listen, but only hear. For example a traveler may pay, attention to one “NO PARKING” sign, but if such sign is put all over the city, he no, longer listens to it. Thus, repetitive messages should be ignored for effective

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5., , 6., , 7., , 8., , 9., , communication. Similarly if a superior is engrossed in his paper work and his subordinate, explains him his problem, the superior may not get what he is saying and it leads to, disappointment of subordinate, Time Pressures: Often in organization the targets have to be achieved within a specified, time period, the failure of which has adverse consequences. In a haste to meet deadlines,, the formal channels of communication are shortened, or messages are partially given, i.e.,, not completely transferred. Thus sufficient time should be given for effective, communication, Distraction/Noise: Communication is also affected a lot by noise to distractions., Physical distractions are also there such as, poor lightning, uncomfortable sitting,, unhygienic room also affects communication in a meeting. Similarly use of loud speakers, interferes with communication, Emotions: Emotional state at a particular point of time also affects communication. If the, receiver feels that communicator is angry he interprets that the information being sent is, very bad. While he takes it differently if the communicator is happy and jovial (in that, case the message is interpreted to be good and interesting)., Complexity in Organizational Structure: Greater the hierarchy in an organization (i.e., more the number of managerial levels), more is the chances of communication getting, destroyed. Only the people at the top level can see the overall picture while the people at, low level just have knowledge about their own area and a little knowledge about other, areas, Poor retention: Human memory cannot function beyond a limit. One cant always retain, what is being told specially if he is not interested or not attentive. This leads to, communication breakdown, , Remedies for improving Effective communication, 1) Use of proper language, Communication message should be drafted in simple ,direct & meaningful, manner use of complex word should be prevented, 2) Clarity, Whenever an idea is to be communicate proper attention should be given, to its clarity the idea should not be confusing It should be easy to, understand by people at all level of organization It is understand by, receiver in the same manner, 3) Constantaness, Whenever a person whishes to communicate a certain message he must be, constant in his expression it should be with objectives ,policies ,program, & procedure of organization their should not be any difference between, his statement & his action otherwise the receiver may not be faithful in his, explanations of message & it education the communicate must always try

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4), , 5), , 6), , 7), , to take his subordinate into confidence & arrange to them follow his plan, & action, Information, In the beginning the sender of the message must have perfect clarity in his, own about what is to be communicated where there is proper, understanding there is effective communication is a systematic procedure, listening & understanding the communicator as well as the receiver should, actively participate in the process of communication, Media, Select proper channels of communication should be available the choice of, any communication channels depend upon the content of the message of, length is written channels is suitable as general simple message are, convert through oral communication, Correctness, Accuracy of the message is significant function of transfer the message in, correct manner any message may create confusion in the mind of listener, & ultimately break relationship in the group of organization therefore, necessary to take care of the time & correctness of the message, Careful use of Body language, Body language play an important role in oral communication it as, meaning explanation, idea into facial expression that contribute in, transferring of the message greatly, , Guidelines for Effective Communication are:, 1. Choose the Right Means and Mode:, The right means and mode of communication is chosen after considering various factors like, cost, resources, organisation size and policy etc., 2. Own Your Message:, It is very important to take responsibility for what we say. Personal pronoun should be used to, lend credibility to the message., 3. Offer Complete and Relevant Information:, Message should never be left incomplete. It may create a huge barrier in communication if, messages are incomplete. For effective communication, message should be relevant and, complete. It should be supported by facts and observations. It should be well planned and, organized. No assumptions should be made by the receiver., 4. Obtain Feedback:

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Whether the message sent by the sender is understood in same terms by the receiver or not can, be judged by the feedback received. The feedback should be timely and in personal. It should be, specific rather than general., 5. Think of the Recipient:, Empathy with the listeners is essential for effective verbal communication. The speaker should, step into the shoes of the listener and be sensitive to their needs and emotions. This way he can, understand things from their perspective and make communication more effective., 6. Verbal and Non-Verbal Congruence:, Meanings are usually communicated in more than one way. For example while saying ‘yes’ our, head should always nod up to down. This shows the verbal and non-verbal congruence., 7. Repeat if Necessary:, Repetition is generally avoided but in many cases message should be repeated for confirmation, and feedback and to check whether the important part of the message has not been lost., 8. Do not Judge:, Judgments are usually based on one’s own perception. Unfavourable judgments and remarks, should be avoided., 9. Rely on facts:, Facts are the best way to persuade the listener in agreeing with the message. An incomplete, message with assumptions holds no value. While sending a message, sender should always try to, state the facts to support his message.