business communication - meaning 'types, process, models.Communication barriers ; removal of communiucation barriers. conflicts and its resolution

1. BUSINESS COMMUNICATION
PROF. MAHUA MUKHERJEE

2. CHAPTER 1 INTRODUCTION
Definition
Objectives
Importance
Elements
Process
Forms
Models
Principles
Barriers to communiucation and remedial measures
Role of communication in conflict resolution

3. WHAT IS COMMUNICATION?
Communication is always transfer
+ understanding
Only transfer-no understanding X
No Transfer– faulty understanding X

4. • I IDEA
• M MESSAGE
• P PAUSE
• R RECEIVER
• E EMPATHY
• S SENDER
• S SECURITY CHECK

5. ELEMENTS
SENDER
MESSAGE
----------
MEDIA
ENCODING RECEIVER DECODING
RESPONSE
FEEDBACK
NOISE
SENDER’S FIELD OF
EXPERIENCE
RECEIVER’S FIELD OF
EXPERIENCE

6. Definition of communication
• The term communication is derived from the Latin word
“communis” which means something common and
“communicare” which means to share.
• Two-way process of reaching mutual understanding, in
which participants not only exchange (encode-decode)
information, news, ideas and feelings but also create and
share meaning. In general, communication is a means of
connecting people or places. In business, it is a key
function of management--an organization cannot
operate without communication between levels,
departments and employees.

7. • According to LOUIS A .ALLEN “communication is a systematic and
continuous process of telling listening and understanding.”
• According to Merriam Webster Dictionary- communication is a
process by which information is exchanged between individuals through a common
system of symbols, signs, or behavior.

8. 7 important Objectives of Communication are:
• 1. To develop information and understanding among all
workers.
• 2. To foster an attitude which is necessary for motivation,
cooperation and job satisfaction?
• 3. To discourage misinformation, ambiguity and rumors.
• 4. To prepare workers for a change in methods or
environment by giving them the necessary information in
advance.

9. • 5. To encourage subordinates to supply ideas and
suggestions for improving upon the product or work
environment, and taking these suggestions seriously.
• 6. To improve labour-management relations by keeping
die communication channels open.
• 7. To encourage social relations among workers by
encouraging inter communication.

10. The importance of communication in an organization can be
summarized as follows:
1.Communication promotes motivation by informing and
clarifying the employees about the task to be done, the
manner they are performing the task, and how to improve
their performance if it is not up to the mark.
1.Communication is a source of information to the
organizational members for decision-making process as it
helps identifying and assessing alternative course of
actions.

11. 3.Communication also plays a crucial role in altering
individual’s attitudes, i.e., a well informed individual will
have better attitude than a less-informed individual.
Organizational magazines, journals, meetings and various
other forms of oral and written communication help in
moulding employee’s attitudes.
4.Communication also helps in socializing. In todays life
the only presence of another individual fosters
communication. It is also said that one cannot survive
without communication.

12. 5. Communication also assists in controlling process. It
helps controlling organizational member’s behaviour in
various ways. There are various levels of hierarchy and
certain principles and guidelines that employees must
follow in an organization. They must comply with
organizational policies, perform their job role efficiently and
communicate any work problem and grievance to their
superiors. Thus, communication helps in controlling
function of management.

13. Purpose of the communication
• 1. Flow of Information:
• The relevant information must flow continuously from top
to bottom and vice versa.
• The staff at all levels must be kept informed about the
organisational objectives and other developments taking
place in the organisation.
• A care should be taken that no one should be
misinformed.
• The information should reach the incumbent in the
language he or she can understand better.
• The use of difficult words should be avoided. The right
information should reach the right person, at right time
through the right person.

14. 2. Coordination:
• It is through communication the efforts of all the staff
working in the organisation can be coordinated for the
accomplishment of the organisational goals.
• The coordination of all personnel’s and their efforts is the
essence of management which can be attained through
effective communication.

15. 3. Learning Management Skills:
• The communication facilitates flow of information,
ideas, beliefs, perception, advice, opinion, orders
and instructions etc. both ways which enable the
managers and other supervisory staff to learn managerial
skills through experience of others.
• The experience of the sender of the message gets reflected
in it which the person at the receiving end can learn by
analyzing and understanding it.

16. 4. Preparing People to Accept
Change:
• The proper and effective communication is an important
tool in the hands of management of any organisation to
bring about overall change in the organisational policies,
procedures and work style and make the staff to accept
and respond positively.

17. 5. Developing Good Human
Relations:
• Managers and workers and other staff exchange their
ideas, thoughts and perceptions with each other through
communication.
• This helps them to understand each other better. They
realize the difficulties faced by their colleagues at the
workplace.
• This leads to promotion of good human relations in the
organisation.

18. 6. Ideas of Subordinates Encouraged:
• The communication facilitates inviting and encouraging
the ideas from subordinates on certain occasions on any
task.
• This will develop creative thinking. Honoring
subordinates’ ideas will further motivate them for hard
work and a sense of belonging to the organisation will be
developed.
• It will provide them with the encouragement to share
information with their superiors without hesitation. The
managers must know the ideas, thoughts, comments,
reactions and attitudes of their subordinates and
subordinates should know the same from the lowest level
staff of their respective departments.

19. Principles of Communication
• 1. Clarity:
• The principle of clarity means the communicator should
use such a language which is easy to understand.
• The message must be understood by the receiver.
• The words used should be simple and unambiguous.
• The language should not create any confusion or
misunderstanding. Language is the medium of
communication; hence it should be clear and
understandable.

20. 2. Adequacy and Consistency:
• The communicator must carefully take into account that
the information to be communicated should be complete
and adequate in all respect.
• Inadequate and incomplete message creates confusion
and delays the action to be taken.
• The adequate information must be consistent with the
organizational objectives, plans, policies and procedures.
• The message which is inconsistent may play havoc and
distort the corporate interests

21. 3. Integration:
• The principle of integration portrays that through
communication the efforts of human resources of the
organisation should be integrated towards achievement of
corporate objectives.
• The very aim of communication is to achieve the set
target.
• The communication should aim at coordinating the
activities of the people at work to attain the corporate
goals.

22. 4. Economy:
• The unnecessary use of communication system will add to
cost.
• The system of communication must be used efficiently,
timely i.e. at the appropriate time and when it is
necessary.
• The economy in use of communication system can be
achieved in this way.

23. 5. Feedback:
• The purpose of communication will be defeated if
feedback is not taken from the receiver.
• The confirmation of the receipt of the message in its right
perspective from its receiver fulfills the object of
communication.
• The feedback is essential only in case of written
communication and messages sent through messengers.
• In case of oral type of communication the feedback is
immediately known.

24. 6. Need for Communication Network:
• The route through which the communication passes from
sender or communicator to its receiver or communicate
refers to communication network.
• For effective communication this network is essential.
• The managerial effectiveness will also depend upon the
availability of adequate network.

25. 7. Attention:
• The message communicated must draw the attention of
the receiver staff and ensure action from him in the right
perspective.
• The efficient, sincere and prompt manager succeeds in
drawing the attention of his subordinates to what he is
conveying.

26. • It is the psychology of the people that they watch their
superiors closely and then respond to their orders or
instructions.
• Lazy and insincere superiors fail to garner support for
themselves and their instructions usually are not taken
seriously by their subordinates.
• Adhering to the above principles shall make
communication effective, minimize the human relations
problems and increase the overall efficiency.

27. PROCESS OF COMMUNICATION

28. MODELS OF COMMUNICATION
1) RHETORICAL MODEL OF COMMUNICATION
• The famous philosopher ARISTOTLE coined the
Rhetorical Model.
• In this model , it is said that the political leader, lawyer,
salesperson, etc speak their message addressing the
audience.
• The communicator gives thought to the intended message
and stimulates the receiver in a manner designed to
achieve a specific result.
• This is a simple way to win over audience

29. • 5 aspects of Rhetorical communication
a) Speaker
b) Listeners
c) Strong character and power of speech of the speaker
d) Evidences in favour of the speech
e) Emotion of the speaker
EVIDENCES IN FAVOUR OF SPEECH
STRENGTH OF CHARACTER AND POWER OF SPEECH
EMOTION

30. PROPAGANDISTIC MODEL OF COMMUNICATION
• The basic principle of this model is to convey the message to
each and everybody.
• Generally some rules and principles are communicated by this
model.
• The church or any religious institution, state, business concern
communicate information to its supporters through this model.
• Generally any leader of an institution or political leader convey
the information through speech.
• Propaganda Model of Communication was first introduced in
1988 by the two Americans – philosopher Avram “Noam”
Chomsky and late Edward Samuel Herman, who was a
professor of emeritus of finance at the Wharton School of
Business – through their book, Manufacturing Consent: The
Political Economy of the Mass Media.

31. PROPAGANDISTIC MODEL
INSTITUTION POSSIBLE
SUPPORTER
DELIVERY OF SPEECH
EXPLANATION OF SITUATION
ANALYSIS OF EVENTS

32. NEGOTIABLE MODEL

33. • In this model the negotiator establishes his message
through discussion.
• He communicates the information through discussion and
influences the supporters.
• This model is used for labour management,
establishment of international relationalship and legal
process.
• One negotiater advises or induces the other negotiator
either giving him ADVICE OR THREATENING HIM AND
DRAWING THE SUPPORT OF OTHERS.
• Inducements includes flattery, promises , bribes etc.

34. SIMPLE COMMUNICATION MODEL
• This is the latest communication model
• This model id helpful for development of communication
and integration of communication.
• Here we find sender and receiver with a communication
feedback
SENDER DATA/MESSAGE CHANNELS
AUDIENCE/
RECEIVER
WHO SAYS WHAT IN WHICH CHANNEL TO WHOM

35. AIDA MODEL
• A - ATTENTION
• I - INTEREST
• D - DESIRE
• A- ACTION
• This model was proposed by STRONG
• According to him the interest of any person who receives
the comminication i.e the recepient of the message arises
out of the attention and the desires arises out of his
interest and ultimate action arises out of the desires of the
person.
• The communicators may use different media for sending
the message to the receiver.

36. ATTENTION INTEREST DESIRE ACTION

37. • Any parameter that limits the purpose or channel of
communication between the transmitter and the receiver
is a barrier to communication. A communication barrier
may limit or reduce the ease at which we communicate
and hence the name barrier.

38. • Although the barriers to effective communication may be different for
different situations, the following are some of the main barriers:
1. Linguistic Barriers
2. Psychological Barriers
3. Emotional Barriers
4. Physical Barriers
5. Cultural Barriers
6. Organisational Structure Barriers
7. Attitude Barriers
8. Perception Barriers
9. Physiological Barriers
10. Technological barriers
11. Socio-religious barriers

39. BARRIERS TO COMMUNICATION
• The process of communication has multiple barriers. The
intended communique will often be disturbed and
distorted leading to a condition of misunderstanding and
failure of communication. The Barriers to effective
communication could be of many types like
1. Linguistic Barriers
The language barrier is one of the main barriers that limit
effective communication. Language is the most commonly
employed tool of communication. The fact that each major
region has its own language is one of the Barriers to
effective communication. Sometimes even a thick dialect
may render the communication ineffective.

40. • the dialects of every two regions changes within a few
kilometers. Even in the same workplace, different
employees will have different linguistic skills. As a result,
the communication channels that span across the
organization would be affected by this.
• Thus keeping this barrier in mind, different considerations
have to be made for different employees. Some of them
are very proficient in a certain language and others will be
ok with these languages.

41. Psychological Barriers
• There are various mental and psychological issues that
may be barriers to effective communication. Some people
have stage fear, speech disorders, phobia, depression
etc. All of these conditions are very difficult to manage
sometimes and will most certainly limit the ease of
communication.

42. Emotional Barriers
• The emotional IQ of a person determines the ease and
comfort with which they can communicate. A person who
is emotionally mature will be able to communicate
effectively. On the other hand, people who let their
emotions take over will face certain difficulties.
• A perfect mixture of emotions andfacts is necessary for an
effective communication. Emotions like anger, frustration,
humor, can blur the decision-making capacities of a
person and thus limit the effectiveness of their
communication.

43. Physical Barriers of Communication
• They are the most obvious barriers to effective
communication. These barriers are mostly easily
removable in principle at least. They include the barriers
like noise, closed doors, faulty equipment used for
communication, closed cabins, etc. Sometimes, in a large
office, the physical separation between
various employees combined with faulty equipment may
result in severe barriers to effective communication.

44. Cultural Barriers
• As the world is getting more and more globalized, any
large office may have people from several parts of the
world. Different cultures have a different meaning for
several basic values of society. Dressing, Religions or
lack of them, food, drinks, pets, and the general behavior
will change drastically from one culture to another.
• Hence it is a must that we must take these different
cultures into account while communication. This is what
we call being culturally appropriate. In many multinational
companies, special courses are offered at the orientation
stages that let people know about other cultures and how
to be courteous and tolerant of others.

45. Organisational Structure Barriers
• As we saw there are many methods of communication at
an organizational level. Each of these methods has its
own problems and constraints that may become barriers
to effective communication. Most of these barriers arise
because of misinformation or lack of appropriate
transparency available to the employees.
•

46. Attitude Barriers
• Certain people like to be left alone. They are the introverts
or just people who are not very social. Others like to be
social or sometimes extra clingy! Both these cases could
become a barrier to communication. Some people have
attitude issues, like huge ego and inconsiderate
behaviors.
• These employees can cause severe strains in the
communication channels that they are present in. Certain
personality traits like shyness, anger, social anxiety may
be removable through courses and proper training.
However, problems like egocentric behavior and
selfishness may not be correctable.

47. Perception Barriers
• Different people perceive the same things differently. This
is a fact which we must consider during the
communication process. A knowledge of the perception
levels of the audience is crucial to effective
communication. All the messages or communique must
be easy and clear. There shouldn’t be any room for a
diversified interpretational set.

48. Physiological Barriers
• Certain disorders or diseases or other limitations could
also prevent an effective communication between the
various channels of an organization. The shrillness of
voice, dyslexia, etc are some examples of physiological
barriers to effective communication. However, these are
not crucial because they can easily be compensated and
removed.

49. Technological Barriers & Socio-religious
Barriers
• Other barriers include the technological barriers. The
technology is developing fast and as a result, it becomes
difficult to keep up with the newest developments. Hence
sometimes the technological advance may become a
barrier. In addition to this, the cost of technology is
sometimes very high.
• Most of the organizations will not be able to afford a
decent tech for the purpose of communication. Hence,
this becomes a very crucial barrier. Other barriers are
socio-religious barriers. In a patriarchal society, a woman
or a transgender may face many difficulties and barriers
while communicating.

50. • There are generally seven C’s of communication given by
Cutlip in 1952 in his “Effective Public Relations”, much-
quoted words in an explanation on the communication
process.
1.Clarity
2.Credibility
3.Content
4.Context
5.Continuity
6.Capability
7.Channels

51. Methods to Remove Barriers of
Communication
• Have Clarity In Your Thoughts: You should be very clear
about your objective and what you want to convey.
Arrange your thoughts in a proper order and then
communicate accordingly. Systematic communication and
clarity in thought get adequately received and
appreciated. Aimless talks can be misleading so you
should always try to show that there is an aim or motive
behind your talk

52. • Understand the needs of your audience: You should be
emotional and sensitive towards the needs of your
receiver. Understand his behavior, nature, culture, and
religion, however, it does not mean you cannot express
your feelings or thought, but it simply means that you are
showing respect to his religious beliefs or thoughts and
then stating your point of view. Most importantly the
message should also be structured as per his level or
ability. If you are conveying the message to a layman then
avoid using technical words and if you are addressing
corporate elite, the language should have professional
sophistication and maturity.

53. • Seek the Advice of others before Communicating: If
you are going for a high prolific meeting, seek the advice
from your seniors and colleagues on the level and kind of
talk that should be given. The main advantage of this
practice is simple, you can get many ideas which can
build your motivation and knowledge and you can then
use the same to meet your purpose.

54. • Take adequate care of your Tone, Language and way
you are speaking: Messages should be framed in a
simple and polite tone which attracts the listeners. Care
should be taken to keep the sentences short and simple.
Technical words should be used only where they are
required the most. The most important of all the interest of
the receiver should be kept in mind and the things that
conveyed should attract the users else you might find
your audience or listening yawning while you are
speaking.

55. • Have a Feedback from the receiver: Avoid asking
listener, “Have you understood,” ask them instead their
views about what you have said and the aspects they had
grasped from your message. This is a most polite and
best way to have your listener involve in a conversation.
This would help you to have a better understanding of
their aptitude and the interest he or she is showing
towards the subject.

56. • Retain Consistency about the Message: The message
conveyed should conjure with the organizational goals
and policies. Whenever you are replacing any old
message instead of the new one, you should clearly
mention about it and clear all the doubts.

57. • Keep a Routine check on the communication system:
You should analyze the weaknesses in the
communication system. All the efforts should be made to
know whether you should focus on the formal or informal
way to communicate. The situation needs to be analyzed
to decide on the appropriate way of communication and
whether audience loves to talk informally or in a formal
way.

58. • Make use of the body language: During the process of
communication make sure you make the most appropriate
use of your body language, Avoid showing too much
of emotions as the receiver might misapprehend the
message. Try to always keep a smiling face while talking
and make eye to eye contact with the listener but make
sure not to keep your eyes gazed at the person for more
than five seconds and avoid too much of fluttering of eyes
which indicate you are not confident. Sit in an upright
position and feel relaxed.

59. • Avoid overloading too much of information: People
would get bored if they are bombarded with the
unnecessary and too much of information. So try to
deliver the parts which are useful and informative and of
value to the listener in a most simple and straight forward
way. There should not be any confusion left in the mind of
the listener.

60. • Reduce the level of noise as far as possible: Always
make sure to speak and interact with someone where
there is no noise and least disturbance. Find the source of
noise, remove it and then start conversing.
• Communication chain should be short: You should
avoid using the mediocre or send the message through
the third person unless it is very urgent. Try to directly
communicate with the person concerned. The risk of
distortion of the facts gets more if message is passed
through the third party and just imagine if there are more
people in between the sender and receiver the chances of
filtering of the messages is doubled.

61. • Keep your Anger in Control: Do not be aggressive or
show your anger if you do not agree with any point of view
or anything that is going against your ideology. State your
thoughts politely with facts if you have and reflect
positivity in your talk and nature.

62. Conflict defined
• Conflict has been defined as "an expressed
struggle between interdependent parties
who perceive incompatible goals, scarce
resources, and interference." In order for
conflict to be considered present, there must be
an expressed struggle.
• This is more than a mere disagreement.
• It is a behavior.
• Sometimes our disagreements are expressed
verbally, and sometimes through a mean look or a
harsh tone of voice.

63. • Conflict occurs between interdependent parties,
or people who depend on each other in some way.
That is, if the actions of one person affect the
well-being of the other, interdependence exists.
• Conflict is particularly common in relationships
with high degrees of interdependence, such as
close friends, family members, and co-workers.
• Conflict exists with incompatible goals. More
than a mere disagreement or difference in goals,
incompatible goals means both cannot be
satisfied.

64. • Conflict arises in the perception that resources
are scarce. If you have an abundance, there is no
need to fight about something. Commonly
perceived scarce resources are money, time,
power, and space.
• Conflict also includes interference. Even if you
disagree and have opposing goals about
something, you only have genuine conflict when
you act in ways that prevent each other from
achieving your goals.

65. Successful conflict management
strategies
• It includes five strategies:
1. Avoiding
2. accommodating
3. compromising
4. competing and
5. collaborating.
6. It should be noted that there is no single right
way to manage all conflict; rather, each situation
should be assessed for its most appropriate
strategy. Further, recall that conflict, in itself, is
neither positive nor negative, but neutral.

66. • In the avoiding strategy, the parties ignore or fail
to deal with conflict in the first place. This
suggests a low concern for self and a low concern
for the other, because the conflict cannot be
resolved with this strategy. It isn't always a poor
strategy, however, as many people in satisfying
relationships choose to ignore or avoid certain
topics in an effort to maintain harmony. However,
when avoidance is the main strategy, important
conflicts remain unresolved, which leads to
dissatisfying relationships.

67. • Accommodating demonstrates a high concern for
the other and a low concern for self. This is where
you just give in. When you just give in, you put
your own needs aside. It may work well in the
short term, but can also lead to resentment over
time. However, not all relationships have equal
power in both parties, such as professor-student.
In these types of relationships, accommodating is
certainly not always a poor choice for the person
in the less powerful position.

68. • Compromising reflects some degree of concern
for everyone's needs and desires. Here, everyone
must give up a little bit of what they want.
Compromising takes time and patience, but often
leads to more desirable outcomes than some of
the other strategies.
• Competing means a high degree of concern for
yourself, but a low degree of concern for the other.
In this strategy, you just want your own way,
regardless of what the other person wants. This
isn't always a poor choice, as some relationships
thrive on competition. It becomes problematic
when it builds feelings of resentment, or desires to
get even with the other person.

69. • Collaborating involves a high concern for the self
and the high concern for the other. The goal here
is a win-win for both parties. This strategy can
require a good deal of time and creativity, but
usually leads to satisfactory results.

70. • In this article, we have seen that conflict is
natural, normal, and can even be beneficial to
relationships.
• The difference between conflict being positive
or harmful to our relationship often lies in
each party's behavior during conflict, and
each party's management of conflict.
• There is no one best way to manage all conflict,
but with some patience and creativity, conflict
can be a very positive thing for the
relationship.