8/8/2019 BC (S1&2)(2)

1/23

Business Communication

Session 1 & 2

Communication & its Process

Functions of Organizational Communication

by

Irfan Sheikh

8/8/2019 BC (S1&2)(2)

2/23

Communication and its role?Communication and its role? Communication is a process of transferring

information from one entity to another.

Communication is commonly

defined as "the imparting or

interchange of thoughts,

opinions, or information

by speech, writing, or signs".

8/8/2019 BC (S1&2)(2)

3/23

Process ofCommunicationProcess ofCommunication

The communication process consists of a mes

sage being sent and received. There are five

different steps of communication:

1. Sender has an idea

2. Sender encodes idea in a message

3. Message travels over channel

4. Receiver decodes message

5. Feed back travels to sender

8/8/2019 BC (S1&2)(2)

4/23

The Communication ProcessThe Communication Process

Basic ModelBasic Model

2.

Sender

encodes

idea inmessage

3.

Message

travels

overchannel

1.

Sender

has idea

4.

Receiver

decodes

message

5.

Feedback travelsto sender

8/8/2019 BC (S1&2)(2)

5/23

Process ofCommunicationProcess ofCommunication

8/8/2019 BC (S1&2)(2)

6/23

Functions ofOrganizationalFunctions ofOrganizationalCommunicationCommunication

There are two typesof organizational communication:

Internal and external.

Both have three basic functions:

To inform

To persuade

To promote goodwill

8/8/2019 BC (S1&2)(2)

7/23

Functions of Organizational Communication(Functions of Organizational Communication(ContinuedContinued))

Internal FunctionsInternal Functions

Issue and clarify procedures and

Inform management of progress Persuade employees or management to make

changes policies or improvement

Coordinate activities and provide assistance

Evaluate, compliments, reward and discipline

employees

Get to know individuals personality

8/8/2019 BC (S1&2)(2)

8/23

Functions of Organizational Communication(Functions of Organizational Communication(ContinuedContinued))

External FunctionsExternal Functions

Answer inquiries about products and services

Persuade customers to buy products or services

Clarify suppliers specifications and quality

requirements

Issue credit and collect bills

Respond to regulatory agencies Promote a positive image of the organization

8/8/2019 BC (S1&2)(2)

9/23

Formality:Formality:

Formal Communication established and

agreed procedures

Informal Communication channels not

formally recognised the grapevine

8/8/2019 BC (S1&2)(2)

10/23

Forms ofOrganizationalForms ofOrganizational

CommunicationCommunication

Organizational communication maybe

Oral

Written

8/8/2019 BC (S1&2)(2)

11/23

Oral :Oral : advantages - questions can be asked and

answered

feedback is immediate and direct receiver can sense the senders sincerity

more persuasive

disadvantages

can lead to spontaneous, ill-considered

statements

there is no permanent record ofthe

communication

8/8/2019 BC (S1&2)(2)

12/23

Written :Written : Advantages - message can be revised

provides a permanent record

message stays the same when sent to

several receivers receiver has more time to analyze the

message

Disadvantages - sender has no control over

where, when, or ifthe message is read

sender does not receive immediatefeedback

receiver may not understand parts of

the message

message must be longer to answer

anticipated questions

8/8/2019 BC (S1&2)(2)

13/23

Electronic mediaElectronic media computers talk with others electronically

teleconferencing - groups ofpeople in different

locations interact

Audio-conferencing - using telephone lines

Video-conferencing - see one another on

television monitors

Advantages - sharing ofmore information

speed and efficiency in deliveringroutine

messages

inexpensive

Disadvantages - difficulty in solving complex

problems

e-mail most appropriate forroutine messages

unsuitable for confidential information

8/8/2019 BC (S1&2)(2)

14/23

Barriers toBarriers to

Interpersonal CommunicationInterpersonal CommunicationThere are different barriers to interpersonal

communication:

1. Lack ofLanguage Skill

2. Lack oflistening Skill

3. Physical Distraction

4. Emotional Interference5. Frame ofReference

6. Bypassing

7. Environmental Effect

8. Attitudinal Effect

8/8/2019 BC (S1&2)(2)

15/23

Overcoming toOvercoming to

Interpersonal Communication BarriersInterpersonal Communication Barriers

There are different ways to overcome the

interpersonal communication barriers:

1. Encoding, Transmitting and

Decoding Carefully

1. Improving Language Skills

2. Improving Listening Skill

3. Questioning YourP

reconceptions4. PlanningforFeedback

5. Selection ofSuitable Time

6. A Good Presentation

8/8/2019 BC (S1&2)(2)

16/23

8/8/2019 BC (S1&2)(2)

17/23

Guess the Barriers:Guess the Barriers:

8/8/2019 BC (S1&2)(2)

18/23

Guess the Barriers:Guess the Barriers:

8/8/2019 BC (S1&2)(2)

19/23

Guess the Barriers:Guess the Barriers:

8/8/2019 BC (S1&2)(2)

20/23

Guess the Barriers:Guess the Barriers:

8/8/2019 BC (S1&2)(2)

21/23

Guess the Barriers:Guess the Barriers:

8/8/2019 BC (S1&2)(2)

22/23

Guess the Barriers:Guess the Barriers:

8/8/2019 BC (S1&2)(2)

23/23

EndEnd