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Business Communication
Session 1 & 2
Communication & its Process
Functions of Organizational Communication
by
Irfan Sheikh
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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".
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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
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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
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Process ofCommunicationProcess ofCommunication
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Functions ofOrganizationalFunctions ofOrganizationalCommunicationCommunication
There are two typesof organizational communication:
Internal and external.
Both have three basic functions:
To inform
To persuade
To promote goodwill
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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
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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
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Formality:Formality:
Formal Communication established and
agreed procedures
Informal Communication channels not
formally recognised the grapevine
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Forms ofOrganizationalForms ofOrganizational
CommunicationCommunication
Organizational communication maybe
Oral
Written
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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
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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
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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
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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
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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
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Guess the Barriers:Guess the Barriers:
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Guess the Barriers:Guess the Barriers:
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Guess the Barriers:Guess the Barriers:
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Guess the Barriers:Guess the Barriers:
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Guess the Barriers:Guess the Barriers:
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Guess the Barriers:Guess the Barriers:
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EndEnd
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