Business Communication - meaning, process and types. Detail description of Non Verbal Communication

1. BUSINESS
COMMUNICATION
MS. AVI ANAND

2. PROCESS OF
COMMMUNICATION
 Communication is a two way process
in which there is an exchange of ideas
towards a mutually acceptable goal.
 The process of communication
involves two or more persons
participating through a medium that
carries the information for a particular
purpose which is mutually understood
by both sender and receiver.
AVI ANAND

3. ELEMENTS OF THE
COMMUNICATION PROCESS
 Sender / speaker/ Encoder
 Receiver / Listener / Decoder
 Message
 Medium
 Feedback
AVI ANAND

4. SENDER
 The person who initiates the
communication process
 He from his personal data bank
selects ideas, encodes it and finally
transmits it to the receiver through a
medium
 The sender must communicate in a
way that is in accordance with the
expectations of the receiver
AVI ANAND

5. RECEIVER
 A receiver is the targeted audience of
the message.
 Receiver gets the
message, understands it, interprets
and tries to perceive the total meaning
of the message as transmitted by the
sender.
 He receives the encoded message
and decodes it.
AVI ANAND

6. MESSAGE
 It is the information written or
spoken, which is to be sent from one
person to another.
 The message should be
organized, structured, shaped and
selective
 It is the most important element of
communication
AVI ANAND

7. MEDIUM/CHANNEL
 It is the vehicle which facilitates the
sender to convey the message to the
receiver
 Each medium has its own rules and
regulations
 Prior to the composition of
message, the medium/channel should
be decided
AVI ANAND

8. FEEDBACK
 It is a loop that connects the receiver
to sender
 It ensures that that receiver has
received the message and understood
it as intended by the sender.
 Effective communication takes place
only when there is a feedback
AVI ANAND

9. PROCESS
SENDER
FEED BACK
RECEIVER
ENCODIN
G
DECODIN
MESSAGE G
CHANNEL
AVI ANAND

10. ENCODING
 It is changing the message from its
mental form into symbols i.e. patterns
of words, gestures or signs of a
specific language
AVI ANAND

11. DECODING
 It is the act of translating symbols in
communication into their ordinary
interpretation.
 It also includes understanding of
words, tone of speaker and choice of
words used by him
AVI ANAND

12. OBJECTIVES/PURPOSE OF
COMMUNICATION
 To inform
 To persuade
 To educate
 To train
 To motivate
 To integrate
 To relate
 To entertain
AVI ANAND

13. FUNCTIONS OF
COMMUNICATION
 Information sharing
 To provide Feedback
 Influence
 Problem solving
 Assists in Decision making
 Group Building
 To give Job Instructions
 Emotive function
 Ensuring effectiveness of policies
AVI ANAND

14. IMPORTANCE OF COMMUNICATION IN
MANAGEMENT
PLANNING
CONTROLING ORGANISING
DIRECTING STAFFING
AVI ANAND

15. TYPES OF
COMMUNICATION
ORGANISATIONAL DIRECTION OF
EXPRESSION
STRUCTURE COMMUNICATION
VERBAL
FORMAL UPWARD • ORAL
• WRITTEN
INFORMAL DOWNWARD
NON-VERBAL
LATERAL
DIAGONAL
INWARD
OUTWARD
AVI ANAND

16. FORMAL COMMUNICATION
 Communication that is formally
controlled by managers or people
occupying positions in an organization
 It is officially recognized positions
along the line in the organization
 The efficiency of an organization
depends on regular flow of messages
which need to be organized into a well
ordered network to ensure that
communication flows easily and
executives are well informed
AVI ANAND

17. ORGANIZATIONAL
STRUCTURE
BOARD OF
DIRECTORS
MANAGING
DIRECTOR
TOP LEVEL
MANAGEMENT
MIDDLE LEVEL MANAGEMENT
SENIOR SUPERVISORS
FIRST LINE SUPERVISORS
EMPLOYEES
AVI ANAND

18. ADVANTAGES OF FC
1. Helps in maintaining the authority
structure of the org.
2. Better cooperation and coordination
among employees
3. Overlapping of communication does not
occur
4. It is trustworthy
5. Helps in maintaining protocol and
respect of organisation structure
6. Follow up and compliance becomes
easy
AVI ANAND

19. ADVANTAGES OF FC
1. Free from biasness
2. Minimal chance of information
leakage
3. Away from gossip
EXAMPLES
Memos, Circular, Notice, Policies, Repo
rts, Feedback
AVI ANAND

20. DISADVANTAGES
 Time consuming
 Does not allow social and emotional
bonds to be created
 Stands in between free flow of
information between organizational
levels
AVI ANAND

21. INFORMAL COMMUNICATION
 The communication which flows
around water coolers, down
hallways, through lunch rooms and
wherever people get together in
groups
 The communication which is required
to fulfill the social need of human
being i.e. sharing one‟s
emotions, feelings..
AVI ANAND

22. FACTORS RESPONSIBLE FOR
GRAPEVINE COMMUNICATION
 Feeling of uncertainty or lack of sense
of direction
 Lack of self confidence
 Feeling of insecurity or isolation when
your group is changed
 Some unusual happening in the
organization
 Personal problems of the employees
AVI ANAND

23. TYPES OF GRAPEVINE
CHAINS
 Single Strand- A to B, B to C……
 Gossip - A to many people together
 Probability – Telling randomly to
anyone
 Cluster – A to many, many to many
AVI ANAND

24. ADVANTAGES
 Speedy transmission
 Immediate Feedback
 Support to other channels
 Psychological satisfaction
 Uniting force
 Creation of ideas
 Good personal relations
AVI ANAND

25. DISADVANTAGES
 Can not be taken seriously
 Do not carry complete information
 Distorts information
 Hampers production
 Chances of misinterpretation
 Lack of accountability
AVI ANAND

26. HOW TO REDUCE GRAPEVINE
IN ORGANISATION
 Keep the employees well informed
about policies, plans and prospects
 Fruitful group activities that enhance
self worth and update knowledge
should be held frequently
 Managers should have open door
policy
 Create healthy environment where
there is a room for personal talk
 Involve employees in decision making
AVI ANAND

27. HOW TO REDUCE GRAPEVINE
IN ORGANISATION
 Rumours should not be encouraged
 Managers should listen the problem of
employees empathetically
AVI ANAND

28. COMMUNICATION BASED ON
DIRECTION
 DOWNWARD COMMUNICATION
◦ Communication that flows from top to
bottom
◦ It means flowing through the hierarchical
system
◦ This type of communication exists in
organization where there is authority
structure
AVI ANAND

29. HIERARCHY
CEO
BUSINESS BUSINESS
HEAD HEAD
EXECUTIVE1 EXECUTIVE2 EXECUTIVE3
AVI ANAND

30. TYPES OF DOWNWARD
COMMUNICATION
• INSTRUCTIONS
• MEMORANDA
• NOTICE
WRITTEN •
•
POLICY STATEMENTS
MANUALS/HANDBOOKS
• INSTRUCTIONS
• SPEECHES
• MEETINGS
ORAL • TELEPHONE CALL
AVI ANAND

31. UPWARD COMMUNICATION
 Communication that flows from bottom
to top i.e. from lower hierarchical level
to higher level.
 It is mainly used to tell superiors what
is happening at the lower levels
 It can flourish only in democratic
organisations
 Example
feedback, suggestions, complaints, re
ports AVI ANAND

32. OMBUDPERSON/OMBUDSMA
N
 Acts like a liaison between the top
management and employees
 Promotes upward communication by
discussing the concerns of employees
with the management
 It promotes valuable upward
communication link and prevents
scandals and legal costs by timely
action on part of appropriate person
AVI ANAND

33. LATERAL/HORIZONTAL
COMMUNICATION
MARKETING
MANAGER PRODUCTION
MANAGER
AVI ANAND

34. LATERAL/HORIZONTAL
COMMUNICATION
 Communication that takes place
between 2 or more persons who are
subordinates working under the same
person i.e. working at same level
AVI ANAND

35. DIAGONAL/CROSSWISE
 It includes flow of information among
persons at different levels who have
no direct reporting relationships
 It is used to speed up information
flow, improve understanding and co-
ordinate efforts for achievement of
organizational objectives
AVI ANAND

36. DIAGONAL/CROSSWISE
MARKETING PRODUCTION
MANAGER MANAGER
MARKETING PRODUCTION
SUPERVISOR SUPERVISOR
AVI ANAND

37. INWARD COMMUNICATION
 Includes all the information received by the
organisation from external agencies like
government, other
organisations, suppliers, customers, competit
ors, media or shareholders
 It can be
◦ Letters
◦ Emails
◦ Offers
◦ Orders
◦ Complaints
◦ Notice
◦ Suggestions
◦ Requests
AVI ANAND

38. OUTWARD COMMUNICATION
 Communication which the
organisation maintains with the
outside world.
 It is a difficult task as interaction takes
place between a large number of
people belonging to various
disciplines, with different personalities
and expectations.
 This communication creates the image
of a company in eyes of outside world
AVI ANAND

39. FORMS OF OUTWARD
COMMUNICATION
◦ ADVERTISEMENTS
◦ MEDIA INTERACTION (PRESS
NOTES, CONFERENCE)
◦ NEGOTIATIONS
◦ MAILS
◦ TENDERS
◦ TELEPHONE CALLS
◦ LETTERS
AVI ANAND

40. ORAL COMMUNICATION
 Anything that emanates from the
mouth is referred to as oral
communication
 The words used and the manner in
which these words are pronounced
forms the major component of oral
Supervisors –
25%
communication
Executives – 65-
75%
Top Management
– 90%
AVI ANAND

41. FEAURES
 Instantaneous two way process
 One off exercise
 Day to day language
 Presence of sender and receiver
 Principles – Accuracy, Clarity, Brevity
 Effect of body language and speech
modulation
 It cannot be erased or mended
AVI ANAND

42. METHODS OF ORAL
COMMUNICATION
A. AMONG INDIVIDUALS
• Face to face conversation
• Interviews
• Telephonic conversation
• Grapevine
AVI ANAND

43. METHODS OF ORAL
COMMUNICATION
B. AMONG GROUPS
◦ Negotiations
• Lecture
• Speech
• Meetings
• Conference
• Workshops
AVI ANAND

44. ORAL COMMUNICATION
SKILLS
A manager should be able to converse or
discuss persuasively, effectively and
convincingly. Thus he must have
following oral communication skills
 Help in problem solving
 Resolve conflict
 Influence people to work together
 Be assertive without being aggressive
 Develop listening skills
 Be an effective negotiator
AVI ANAND

45. ADVANTAGES
 Immediate feedback
 Better relationship
 Time saving
 Effective tool of persuasion
 Effective tool of group communication
 Economical
 Allows to measure effectiveness
immediately
 It is the only way out during an
emergency AVI ANAND

46. DISADVANTAGES
 Lack of retention/documentation
 Distortion in passing the message
 No legal validity
 Possibility of misunderstanding
 Unsuitable for long messages
 Difficulty in assigning responsibility
 It is constrained by physical barriers
 Not effective when target group is
spread out
AVI ANAND

47. TIPS FOR EFFECTIVE ORAL
COMMUNICATION
 Be confident
 Use simple language and familiar words
 Be brief and precise
 Avoid use of slang words
 Be sensitive and courteous to the
listener
 Don‟t be repetitive
 Hear the other person too
 Maintain eye contact
 Exhibit positive gestures and body
language AVI ANAND

48. WRITTEN
COMMUNICATION
 Communication that can be expressed
in written words of any language
 Most businesses rely on records and
written documents, rather than on
verbal contracts and oral
commitments
 It reaches out across vast
geographical areas and target readers
around the world
AVI ANAND

49. METHODS OF WRITTEN
COMMUNICATION
Letters Manuals Reports
Memorandum Handbook Email
Notices Agenda Complaints
Circulars Minutes Forms
AVI ANAND

50. CHARACTERISTICS OF
WRITTEN COMMUNICATION
 Most formal type of communication
 Used for documentation
 Used for circulation of information
 Conventional by nature
 Presence of sender and receiver is not
necessary at the same time
 A creative activity
 It has few cycles
 Time factor
AVI ANAND

51. ADVANTAGES OF WRITTEN
COMMUNICATION
 Ready reference
 Legal defense
 Promotes uniformity
 Mass access
 Suitable for distance communication
 Image building
 Accurate and unambiguous
 Permanent in nature
 Permits substitution and revision
AVI ANAND

52. DISADVANTAGES OF
WRITTEN COMMUNICATION
 Limited to literate world
 Time consuming
 Lot of paper work
 Needs expertise in expression
 Lack of immediate feedback
 Costly
 More man hours needed
 No immediate feedback or clarification
AVI ANAND

53. NON VERBAL
COMMUNICATION
 Communication which does not
involve use of words, neither spoken
nor written
 It is the wordless message received
through the medium of
gestures, signs, body
movements, facial expressions, tone
of voice, colour, time, space…
AVI ANAND

54. CHARACTERISTICS OF NON
VERBAL COMMUNICATION
 Instinctive – indicates the
attitude, feelings of the speaker
 Less conscious – less deliberate
 Subtle – difficult to understand
 Complimentary to verbal
communication
 Forms the larger part of the overall
communication activity
AVI ANAND

55. Classification of NON VERBAL
COMMUNICATION
PROXEMICS (SPACE
TIME LANGUAGE PARA LANGUAGE SIGN LANGUAGE
LANGUAGE)
KINESICS (BODY LANGUAGE)
VOICE
FEATURE FIXED • PITCH VARIATION
• SPEAKING SPEED VISUAL SIGNS
SPACE
FACIAL • PAUSE
EXPRESSIONS • NONFLUENCIES
• VOLUME VARIATION
• PRONUNCIATION
SEMI FIXED AUDIO/SOUND
SPACE SIGNALS
EYE CONTACT
PERSONAL SPACE TOUCH
GESTURES
SURROUNDINGS
• COLOUR
• LAYOUT AND DESIGN
BODY POSTURES WORD STRESS
APPEARANCE
AVI ANAND

56. KINESICS
 Kinesics means body movements.
 Body language is a reflection of
thoughts and feelings
 By nodding our head, blinking
eyes, waving hands; we send out
signals and messages which are
louder than words.
 Our body consciously and
unconsciously carries
messages, attitudes and moods
indicating warmth, indifference
AVI ANAND

57. 1. Facial expressions
 “The face is the index of heart”
 Whatever we feel deep within
ourselves is at once reflected in our
face making facial expressions an
integral part of communication.
 The face and eyes are the most
expressive means of body
communication.
AVI ANAND

58. AVI ANAND

59. DALE LEATHER‟S Facial
Expressions
HAPPINESS
BEWILDERMENT/
CONFUSION SADNESS
CONTEMPT FEAR
DISGUST ANGER
INTEREST
SURPRISE
DETERMINATION
AVI ANAND

60. 2. Eye Contact
 Eye contact is one of the most
powerful forms of non verbal
communication
 When we look at somebody‟s face, we
primarily focus on his eyes and try to
understand what he means.
 The eyes along with eyebrows, eyelids
and size of pupils convey our
innermost feelings
AVI ANAND

61. HOW AN EYE COMMUNICATES
 It shows emotions and establishes
conversational regulators
 Monitors feedback
 Serves as a reminder
 It creates discomfort or anxiety
 Depicts confidence level
AVI ANAND

62. 3. GESTURES
 Physical movement of
arms, legs, hands, torso and head that
help one to express thoughts and
emphasize one‟s speech is called
GESTURES
AVI ANAND

63. a) EMBLEMS
EMBLEM MEANING
PATTING THE STOMACH HUNGRY/FULL
NODDING THE HEAD YES/NO
PATTING THE ADJACENT SEAT SIT BESIDE ME
YAWNING BORED/SLEEPY
PLACING FINGER ON LIPS BE SILENT
SCRATCHING HEAD FRUSTRATION/CONFUSED
WAVING HELLO/BYE
B) Illustrators – it illustrates the
words which a speaker is saying
AVI ANAND

64.  C) Regulators – they control oral
communication by alerting the sender
to the need of hurry up, slow down or
repeat something
 D) Displays – indicate emotional
states such as anger and fear. People
have less control over them. Eg. Face
turning red
 E) Adaptors – gestures of which
people are not aware while
performing. Eg yawning, crying
AVI ANAND

65. 4. Body posture
 The body posture and position
conveys a variety of messages
 “Hold your head high” – a sign of
honour, self respect, confidence
 Posture depicts the interest in another
person
AVI ANAND

66. 5. APPEARANCE
 It includes
clothing, hair, jewellery, cosmetics
 A dress speaks about a person‟s
attitude towards life, work, colleagues
and his own feelings
 Choice of shoes, hair style also
convey meaning in a non verbal form.
AVI ANAND

67. PROXEMICS OR SPACE
LANGUAGE
 It is the study of how we communicate
with the space around us
 Proxemics is made from “Proxemity”
which means nearness
 How close or far people stand in
relation to each other, or sit in a
room, or how the office furniture is
arranged conveys a lot of things.
AVI ANAND

68. EDWARD T.HALL – types of
space
1.FEATURE FIXED SPACE – it refers
to buildings and other fairly
permanent structures, such as walls.
The manner in which buildings are laid
out and the sequence of rooms and
offices have a considerable influence
on communication.
Evidence reveals that bigger the fixed
place, higher will be the status of
individuals in organization.
AVI ANAND

69. 2. SEMI FIXED FEATURE SPACE – the
arrangement of moveable
objects, such as desk and chairs
The quality of furniture has considerable
influence on the status of the
individuals
AVI ANAND

70. 3 PERSONAL SPACE – physical
distance between us and other people
tells us about our relation and nature
of communication with them. It can be
divided into 4 circles:
a) Intimate Zone – up to 18 inches
b) Personal Zone – 18 inches to 4 feet
c) Social Zone – 4 to 12 feet
d) Public Zone – 12 feet to as far as we
can see and hear
AVI ANAND

71. COLOURS
 Different colours are associated with
different behaviour patterns, attitudes
and cultural backgrounds
 People make serious efforts to choose
the right colour for any significant
moment.
 An indifference to choice of colour is
regarded as lack of sophistication
AVI ANAND

72. LAYOUT AND DESIGN
 Much attention is paid to layout of
conference room, reception and
working area in an office
 The space
arrangement, architecture, carpeting,
design convey a meaning
AVI ANAND

73. TIME LANGUAGE
 Type of communication wherein we
communicate with others in terms of
time by showing them in our own
cultural way, what time means to us.
 “Time is Money”
 While people in the West are time
conscious, attaching the highest
importance to punctuality, people in
the East have a more relaxed attitude
towards time .
AVI ANAND

74. CHROMATICS
 The way we use and structure time
can send intentional and unintentional
messages about what we value and
whom we consider to be important.
AVI ANAND

75. PARA LANGUAGE
 It is defined as the type of non verbal
communication that includes
articulation, rate, pitch, volume, pause
s and other vocal qualities.
 Verbal communication consists of
“what” or the contents whereas para
language involves “how” of a
speaker‟s voice or the way in which he
speaks.
AVI ANAND

76. 1. VOICE
 Voice tells us about the
background, education and
temperament of a person.
 It is very important for every individual
to have a clear and pleasant voice for
communication.
SPEAKING
PITCH VARIATION PAUSE
SPEED
VOLUME
NONFLUENCIES PRONUNCIATION
VARIATION
AVI ANAND

77. PITCH VARIATION
 The property of sound that varies with
variation in the frequency of vibration
 A high pitch indicates
nervousness, anxiety, tension, fear, a
nger or joy
 A low pitch shows
affection, sadness, boredom or
empathy
AVI ANAND

78. SPEAKING SPEED
 As a general rule, we should present
the easy parts of a message in a brisk
pace, and difficult, complicated
information at a slower pace
 At the time of emergency, anxiety and
impatience; one tends to increase the
speaking speed
 Decrease in speaking rate can
indicate shyness or thoughtfulness
AVI ANAND

79. PAUSE
 The pace or speed of speaking is also
accompanied by a pause
 We cannot and we should not go on
speaking without pausing voluntarily and
involuntarily
 A pause can be highly effective in
emphasizing the upcoming subjects and
in gaining listener‟s attention
 Too much pauses can distract the
listener
 A speaker must ensure right use of
AVI ANAND

80. NONFLUENCIES
 Speech is not always a continuous
string of meaningful words. It is
normally scattered with intervals which
may be inserted with sounds like
„ah‟, „oh‟ ,‟um‟, „you know‟, „like‟ etc
 It may also include laughing and
chuckling
 They are mainly used to break the
monotonous part of the speech
AVI ANAND

81. VOLUME VARIATION
 Volume is quality of voice that
frequently conveys meaning of our
conversation
 The loudness of our voice should be
adjusted according to the size of
audience
 Voice volume tends to vary with
emotional and personality
characteristics of speaker
AVI ANAND

82. LOUDNESS SOFTNESS
ANGER AFFECTION
CHEERFULNESS BOREDOM
JOY SADNESS
HIGH STATUS LOW STATUS
FEARLESSNESS FEAR
STRENGTH EMPATHY
AVI ANAND

83. PRONUNCIATION
 The manner in which someone utters
a word
AVI ANAND

84. 2. WORD STRESS
 By placing stress or emphasis on a
word or part of sentence, the entire
meaning is changed
AVI ANAND

85. SIGN LANGUAGE
 Communication is a process involving
the use of mutually understood signs
and symbols between the sender and
receiver of a message
 The signs are of two types; visual and
audio signs
 Smell, touch and taste also
communicate because sensory
perception and impressions are a
necessary part of human existence
AVI ANAND

86. 1. VISUAL SIGNS
 “A picture is worth a thousand words”
 Visual signs are a universal language
understood by anybody anywhere
MAPS AND
PAINTINGS POSTERS
DIAGRAMS
LIGHTS FLAGS
AVI ANAND

87. 2. AUDIO/SOUND SIGNALS
 BUZZER
 HORN
 ALARM
 BELL
 FIRE ALARMS
AVI ANAND

88. 3. TOUCH
 Intimate Touch – between a child and
mother to show love and affection
 Friendly Touch – between friends to
show warmth and friendly attitude
 Professional Touch – doctor and
patient
 Social Touch – handshaking, blessing
the younger's, patting one‟s back
AVI ANAND